What users are saying about

12mass

6 Ratings

NetBase

134 Ratings

12mass

6 Ratings
Score 1 out of 101

NetBase

134 Ratings
Score 8.4 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

I think if a client wants to measure effect of owned social, then it doesn't really make sense, but social listening, well that is where it excels

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
7.4

Publishing

12mass
NetBase
7.9
Content planning and scheduling
12mass
NetBase
8.4
Audience targeting
12mass
NetBase
7.8
Content optimization
12mass
NetBase
8.1
Workflow management
12mass
NetBase
7.4

Engagement

12mass
NetBase
8.6
Automated routing and prioritization
12mass
NetBase
8.9
Customer interaction histories
12mass
NetBase
8.6
Bulk actions
12mass
NetBase
8.2

Marketing

12mass
NetBase
8.2
Lead generation
12mass
NetBase
8.0
Content marketing
12mass
NetBase
8.9
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
7.6
Google+
12mass
NetBase
6.2
Instagram
12mass
NetBase
8.5
Pinterest
12mass
NetBase
7.1
YouTube
12mass
NetBase
7.8

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
7.0
Role-based user permissions & privileges
12mass
NetBase
8.2
Mobile access
12mass
NetBase
5.8

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.
  • Ability to pull from multiple sources, basically anything you can find on Google is used within the analysis. Being able to pull from all parts of the internet is obviously important - ensuring you are picking up conversations from multiple views.
  • Reporting - easy to use dashboards, with certain set views (e.g. word clouds). The ability to quickly filter down on results and/or remove attributes not relevant to your particular needs.
  • The cross-tab functionality provides an easy way to view a data set, narrowing or refining a search quickly without having to create new queries each time you want to make an edit.
  • A savable query. Initially was not available (you had to know what you filtered each time and re-create). Having the ability to save and come back to a query is super important for ongoing analysis.

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.
  • I wish there was Boolean logic of the query available to better demonstrate to our clients (internally and externally) what we had to do to arrive at the findings we are reporting. There are times that this becomes very complicated to explain and we need to create a document showing this logic ourselves.
  • Ideally we would have access to private Facebook posts or private Tweets. These are not currently included and private posts could provide a different view of data on certain analysis.

Likelihood to Renew

12mass8.2
Based on 3 answers
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.
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 tool for insight mining! Still room for improvement on Hispanic.

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

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
NetBase is exactly what we needed and were looking for. Perhaps down the road we may require a much more enterprise-level platform, but for the past 3+ years, NetBase provides us with exactly what it is we need.

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.
  • 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