What users are saying about

12mass

6 Ratings

MutualMind

4 Ratings

12mass

6 Ratings
Score 1 out of 101

MutualMind

4 Ratings
Score 5.6 out of 101

Add comparison

Likelihood to Recommend

12mass

The only problem with 12mass may be that it might come accross as spam. Personally, for every 100+ sincere responses that I get, I'm hit by 1 or 2 responses that ask me to stop spamming.The beauty is that if you're paying attention to your dashboard, you see when these things happen, and you can reply yourself to assure the customer that there is a real live human typing out the characters they are reading. I would advise that the person given the 12mass account to handle should be someone who can exercise caution. It is a great tool to leverage on, provided you put thought and effort into your 'canned' responses that are actually useful instead of just blatant advertising/spamming. The latter would not be optimal for you.

MutualMind

No answer on this topic is available.

Pros

  • The smart clustering works wonder and will help you loads in managing a huge number of mentions everyday or reaching out to people who might be interested in your product. The tool cleverly groups similar tweets together even though they don't match word by word. It saves me time everyday responding to tweets with similar content. The nice thing about it is you can customize your responses so you don't sound like a machine, thus the personal touch is still there.
  • 12mass is the only tool that allows you to measure your responses against stipulated metrics like engagement rate, click-through rate and so on, so you know which responses are best welcome by the audience
  • The system gets smarter as you use it, which speeds up the conversations even further.
  • MutualMind gives us a view into the reach of social content we produce on behalf of our advertisers and the engagement that content generates with shoppers.

Cons

  • The system is rather bulky and can be complicated for new users to get familiarized with at first. There are a lot of tools to refine your search, which takes a while to understand the logic.
  • It can be a bit slow at times and you'll need to refresh the system and type the search again.
  • Would love to see the statistics being present in a more comprehensive way with a dialog decision tree drawn out.
  • MutualMind gauges sentiment around social conversations but does so with the standard margin of error found in most social analytics products. The nature of human conversation makes it difficult for a machine to categorize sentiment with 100% accuracy. MutualMind gets sentiment right between 50% to 70% which is within acceptable industry averages for this type of product. With additional tuning (which MutualMind provides) the accuracy levels will increase.

Likelihood to Renew

12mass8.2
Based on 3 answers
When you are used to engaging with a lot of people, it's hard and not advisable to reduce the intensity.
MutualMind8.2
Based on 1 answer
Reliability and flexibility (MutualMind's willingness to jointly produce new functionality)

Usability

12mass8.2
Based on 2 answers
It's easy to use, after a while you'll get used to it and find it easy to navigate
MutualMind6.4
Based on 1 answer
As a company that's only 3 years old, MutualMind's toolset is quite usable but it could use some tweaks in the user interface, which they are constantly working on.

Reliability and Availability

No score
No answers yet
No answers on this topic
MutualMind7.3
Based on 1 answer
During a recent upgrade period, MutualMind had a small window of unavailability. I am confident they have addressed the root cause and do not foresee any future issues.

Performance

No score
No answers yet
No answers on this topic
MutualMind7.3
Based on 1 answer
The product's performance has improved greatly in the last year and we anticipate seeing additional improvements in coming months based no planned infrastructure changes.

Support

12mass8.2
Based on 2 answers
Maybe its a small company and they don't have too many customers, but they always reply quickly and to the point. This saves me time and allows me to make money for my company :)
MutualMind7.3
Based on 1 answer
MutualMind has always been quick to address any issues or questions we have.

Implementation

12mass8.2
Based on 1 answer
see the tutorials on you tube. that helps
MutualMind8.2
Based on 1 answer
Not really...MutualMind was very professional and helped with all stages of our setup and implementation.

Alternatives Considered

Hootsuite is great in managing multiple platforms but it's not exactly a conversation tool. I would say Hootsuite for management, 12mass for engagement.
As mentioned before, Radian6 and Sysomos Heartbeat.

Return on Investment

  • Better customer service and more interactions on twitter for sure! I've seen a huge jump in the interactions since I started using the product. Also, I've established a lot of connections with influencers by asking meaningful questions.
  • It definitely saves time, I don't think you can ever engage with that many people manually.
  • More people are trying our products as we find a fit between their needs and our offerings through engaging with them on Twitter.
  • By showing increases in engagement and share of voice (defined as the amount of content generated for our advertisers versus the amount of content generated for their competitors over time) we are able to correlate content to incremental sales data provided by our advertisers.

Pricing Details

12mass

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Additional Pricing Details

MutualMind

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Additional Pricing Details