What users are saying about
6 Ratings
135 Ratings
6 Ratings
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Score 1 out of 101
135 Ratings
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Score 8.2 out of 101

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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.
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NetBase

When social intelligence is crucial and you want serious insights, then NetBase is the solution
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Feature Rating Comparison

Listening/monitoring

12mass
NetBase
8.0
Boolean keyword searches
12mass
NetBase
8.1
Filtering out noise/spam
12mass
NetBase
7.9
Sentiment analysis
12mass
NetBase
8.8
Broad channel coverage
12mass
NetBase
7.3

Publishing

12mass
NetBase
8.0
Content planning and scheduling
12mass
NetBase
8.5
Audience targeting
12mass
NetBase
7.7
Content optimization
12mass
NetBase
8.2
Workflow management
12mass
NetBase
7.4

Engagement

12mass
NetBase
8.7
Automated routing and prioritization
12mass
NetBase
9.1
Customer interaction histories
12mass
NetBase
8.7
Bulk actions
12mass
NetBase
8.3

Marketing

12mass
NetBase
8.2
Lead generation
12mass
NetBase
8.1
Content marketing
12mass
NetBase
9.0
Paid media management
12mass
NetBase
7.5
Campaigns and promotions
12mass
NetBase
8.3

Channel coverage/integration

12mass
NetBase
7.8
Twitter
12mass
NetBase
9.3
Facebook
12mass
NetBase
7.5
LinkedIn
12mass
NetBase
7.8
Google+
12mass
NetBase
6.1
Instagram
12mass
NetBase
8.6
Pinterest
12mass
NetBase
7.1
YouTube
12mass
NetBase
8.0

Reporting/analytics

12mass
NetBase
8.7
Campaign success analytics
12mass
NetBase
7.9
Real-time tracking
12mass
NetBase
9.0
Competitor analysis
12mass
NetBase
9.2

Account management

12mass
NetBase
6.8
Role-based user permissions & privileges
12mass
NetBase
8.1
Mobile access
12mass
NetBase
5.4

Pros

  • Targets only those users who have a demonstrated/mentioned interest in the solution you are offering
  • Easily allows you to personalise your responses, and provides stats to allow you to track which ones are more popular (higher conversion rates). That way, you quickly know which responses are hitting home; which ones the people care about.
  • The UI is intuitive. In the past 6 months, I've seen the changes made to the layout, and the learning curve is less daunting now.
  • Free 30 day trial. They don't mess around. Try it; if it works, great. If not, ah well.
  • It allows an SME like ours to take on bigger companies with bigger budgets.
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  • Ease of reporting, conversation analysis, easy to build dashboards that give quick glimpses of the conversation/topic and allow you to drill down as needed.
  • Accurate sentiment driven triggered alerts let you keep your pulse on the conversation.
  • Topic setup is easy. Topics are easy to set up and advanced Boolean search functionality enables the use of wildcards to enhance topics.
  • Data access is outstanding. With 27 months of historical data built in and access to firehose data for social media platforms, data acquisition is second to none.
Ted Tagalakis profile photo

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.
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  • The product is awesome and its really hard to find a weakness as the product development team is kicking out enhancements almost on a monthly basis.
Ted Tagalakis profile photo

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.
No photo available
NetBase8.1
Based on 88 answers
Very happy with the product, regular software updates and a clear product roadmap, and good customer support/service.
Scott Thompson profile photo

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
No photo available
NetBase9.0
Based on 13 answers
This is a tool that works with a huge amount of data and requires some thought. Use it and you will get better.
Niki Harris profile photo

Performance

No score
No answers yet
No answers on this topic
NetBase9.5
Based on 6 answers
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!
Ted Tagalakis profile photo

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 :)
No photo available
NetBase9.1
Based on 11 answers
Account managers and analyst support are all very responsive, helpful, knowledgeable and friendly. When the first line of support can't immediately resolve a problem, they manage expectations and effectively communicate what is being done and estimated timelines.
Scott Thompson profile photo

Implementation

12mass8.2
Based on 1 answer
see the tutorials on you tube. that helps
No photo available
NetBase9.6
Based on 4 answers
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.
Ted Tagalakis profile photo

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
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Superior NLP technology
Scott Thompson profile photo

Return on Investment

  • Better customer service. One example I like to use is that there was a miscommunication, and the customer put it up on Twitter (presumably because he thought an email wouldn't be helpful, or he wanted to get a few laughs). 12mass filtered his post out and brought it to our attention, so we were able to email him straightaway and quickly remedy it.
  • Better ROI. We have seen direct conversions from click throughs on responses generated by 12mass sent out at optimised times.
  • Maybe on a smaller note, its a morale booster. To know that we are using something that is still new, that works so well. Motivates the team to work harder because we are part of a change; a new way of marketing.
No photo available
  • Faster turnaround of social media tracking projects
  • Reduction in number of hours needed to produce reports (the cost of analysis time usually outweighs the cost of the software when it comes to pricing reports.)
Scott Thompson profile photo

Pricing Details

12mass

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

NetBase

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