What users are saying about

12mass

6 Ratings

NetBase

135 Ratings

12mass

6 Ratings
Score 1 out of 101

NetBase

135 Ratings
Score 8.3 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.

NetBase

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

Feature Rating Comparison

Listening/monitoring

12mass
NetBase
8.0
Boolean keyword searches
12mass
NetBase
8.2
Filtering out noise/spam
12mass
NetBase
7.9
Sentiment analysis
12mass
NetBase
8.7
Broad channel coverage
12mass
NetBase
7.3

Publishing

12mass
NetBase
7.9
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
8.6
Automated routing and prioritization
12mass
NetBase
9.0
Customer interaction histories
12mass
NetBase
8.7
Bulk actions
12mass
NetBase
8.2

Marketing

12mass
NetBase
8.2
Lead generation
12mass
NetBase
8.0
Content marketing
12mass
NetBase
9.0
Paid media management
12mass
NetBase
7.6
Campaigns and promotions
12mass
NetBase
8.3

Channel coverage/integration

12mass
NetBase
7.7
Twitter
12mass
NetBase
9.4
Facebook
12mass
NetBase
7.4
LinkedIn
12mass
NetBase
7.7
Google+
12mass
NetBase
6.2
Instagram
12mass
NetBase
8.6
Pinterest
12mass
NetBase
7.1
YouTube
12mass
NetBase
7.9

Reporting/analytics

12mass
NetBase
8.7
Campaign success analytics
12mass
NetBase
8.0
Real-time tracking
12mass
NetBase
9.0
Competitor analysis
12mass
NetBase
9.1

Account management

12mass
NetBase
6.9
Role-based user permissions & privileges
12mass
NetBase
8.1
Mobile access
12mass
NetBase
5.6

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.
  • 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.

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.
  • Sentiment. While this is probably the biggest challenge of any social listening tool, I'm often wishing that more of the social conversation I'm analyzing could be assigned a sentiment.
  • Training the tool. I believe some tools in the competitive landscape tout that their algorithms are able to "get smarter" over time as manual sentiment assignments are made. In other words, the tool learns the commonly used phrases and their corresponding sentiment over time so that it becomes more accurate and less manual classification is needed.

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.
NetBase8.1
Based on 88 answers
While we have used NetBase for many clients, I am not privy to the companies direction on social media analysis in the future. I believe it is a must have and we will continue to engage more clients with it, but it is an expensive proposition given the licensing and staffing needed to run the analysis

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
NetBase9.0
Based on 13 answers
Great recall and foreign language NLP support

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!

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 :)
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.

Implementation

12mass8.2
Based on 1 answer
see the tutorials on you tube. that helps
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.

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.
NetBase provides the most listening data out of any tool I have ever evaluated. Most tools only bring in a small sample size of data which would be fine for small clients, but for a large scale national client, this information is simply not enough. NetBase provides larger samples of data and even has a firehose capability to bring in all of the Twitter data. I would highly recommend using NetBase for all of your listening and reporting needs around online conversation.

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.
  • Faster access to C-Suite
  • Faster access to LOB.
  • Faster conversion from "new" to "in process" in the sales cycle.

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