Likelihood to Recommend 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.
Read full review In my use of [NetBase] Quid, I found the tool particularly suitable for curating pertinent content. It allowed me to develop more comprehensive analysis at a larger scale, all while substantially reducing the amount of research time needed. It is also a plus that [NetBase] Quid is delivered as a web app. I did some of my [NetBase] Quid work on a low-end Chromebook without issues.
Read full review 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. Read full review Their NLP is very strong with the ability to distinguish subject in sentences and then apply analysis based on either the subject or sentence. Competitors lack strong NLP and often have lower degrees of accuracy. The platform is highly flexible with dozens of ways to filter and cut the data. It is great for an analyst that really wants to deep dive into the data. However, the analysis done automatically by NetBase is also strong enough that less experienced users would still be able to gain insight with ease. The customizable dashboards are perfect for client reporting and drastically reduce the amount of time spent preparing recurring reports and decks. These are also very flexible depending on reporting needs. Read full review Cons Should add a Facebook private messages option. If my brand wasn't mentioned so much I don't think I would need to use it. Sometimes the site is slow. Read full review Dashboards can only currently be exported as PDFs. It would be helpful to have a more read/writable format (eg. PPT) that enables us to combine Netbase's outputs with other sources, or to make them more consistent with our own branding (colours, fonts etc.) The business model revolves around a limited number of login seats. I would like to be able to roll out the tool to make it available/accessible to more people in the business, but the pricing model makes this impractical/uneconomical. Logging out users after a period of inactivity can be frustrating when multitasking/task switching and unsaved work is lost. While Netbase's focus on language processing is its key strength, additional functionality around social analysis (eg. people who follow a brand account, users who talk about X are also likely to talk about Y) is somewhat limited. Read full review Likelihood to Renew In addition to what I've said, maybe its personal, but I don't waste time on a new product if I find something that works. If I hear of anything better (maybe on TrustRadius!) then we'll see. But for now, if it ain't broke don't fix it. My efforts could be much better used elsewhere.
Read full review We've had a good experience using the tool and have invested quite a bit of time training the internal team on how to get the most benefit out of it. There would need to be a compelling reason or business case to port over all of our existing topics and tool know-how to another platform.
Read full review Usability It's easy to use, after a while you'll get used to it and find it easy to navigate
Read full review Very simple to use, quick to pick up on the key principles, and a task-centric design (ie. Topics to set up what you want to analyze, Analysis to do the exploration/analysis, and Dashboards to pull results and findings together to generate reports.) All intuitive, drag & drop etc.
Read full review Performance NetBase constantly updates the platform with features. The platforms ability to analyze complex social listening topics is exceptional. Its fast and gives you the ability to create standardized reports for a quick topic analysis. Additionally, the standard overview tab provides the topic at a glance and assists in quickly identifying areas to further analyze. Great product with excellent support behind it!
Read full review Support Rating helped me every time
Read full review Our support contact is always available and will spend all of the time required to make sure our questions are answered.
Read full review Implementation Rating see the tutorials on you tube. that helps
Read full review We had an internal implementation meeting with the NetBase team as well as a business seat implementation for one of our clients. I would highly recommend having all stakeholders attend an implementation meeting as they can understand the power of this platform.
Read full review Alternatives Considered We selected 12mass because they responsed to our queries readily, and understood our concerns. The CEO (Agmon) doesn't waste time or effort, and got down to the brass tacks during our discussions. Even today, if there is an issue, the team is quick and reliable in responding
Read full review Meltwater took too long to load whenever you had to change keywords, their customer service was not very responsive, and their interface was not very customizeable. We decided to search for a new software company and we invited many companies to present. We selected Netbase after a free trial for reasons stated earlier.
Read full review 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. Read full review Positive - NetBase allows us to quickly gather a high level over view of a topic, which helps for new business pitch and being able to inform the account teams of basic information. Negative - We have to use other tools to gather news, which affects our budget. Read full review ScreenShots —