What users are saying about
6 Ratings
6 Ratings
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Score 1 out of 100
145 Ratings
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Score 6.9 out of 100

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.
Anonymous | TrustRadius Reviewer

Salesforce Social Studio

If you have to manage a great volume of mentions and you don't require a specific model of dashboard, or if you don't have the budget for a AI based platform, this is a very good option that could cover your needs. Also great if you have to manage a great volume of users and projects, to have the flexibility and agility to setup your own monitoring
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Listening/monitoring

12mass
Salesforce Social Studio
8.0
Boolean keyword searches
12mass
Salesforce Social Studio
8.0
Filtering out noise/spam
12mass
Salesforce Social Studio
8.0
Sentiment analysis
12mass
Salesforce Social Studio
8.1
Broad channel coverage
12mass
Salesforce Social Studio
8.1

Publishing

12mass
Salesforce Social Studio
9.5
Content planning and scheduling
12mass
Salesforce Social Studio
10.0
Audience targeting
12mass
Salesforce Social Studio
9.9
Content optimization
12mass
Salesforce Social Studio
8.0
Workflow management
12mass
Salesforce Social Studio
9.9

Engagement

12mass
Salesforce Social Studio
8.6
Automated routing and prioritization
12mass
Salesforce Social Studio
10.0
Customer interaction histories
12mass
Salesforce Social Studio
8.1
Bulk actions
12mass
Salesforce Social Studio
7.8

Marketing

12mass
Salesforce Social Studio
5.5
Lead generation
12mass
Salesforce Social Studio
5.0
Content marketing
12mass
Salesforce Social Studio
5.0
Paid media management
12mass
Salesforce Social Studio
5.0
Campaigns and promotions
12mass
Salesforce Social Studio
7.0

Channel coverage/integration

12mass
Salesforce Social Studio
7.2
Twitter
12mass
Salesforce Social Studio
8.0
Facebook
12mass
Salesforce Social Studio
8.1
LinkedIn
12mass
Salesforce Social Studio
8.1
Google+
12mass
Salesforce Social Studio
6.8
Instagram
12mass
Salesforce Social Studio
5.1
Pinterest
12mass
Salesforce Social Studio
6.5
YouTube
12mass
Salesforce Social Studio
8.0

Reporting/analytics

12mass
Salesforce Social Studio
9.0
Campaign success analytics
12mass
Salesforce Social Studio
10.0
Real-time tracking
12mass
Salesforce Social Studio
9.9
Competitor analysis
12mass
Salesforce Social Studio
7.1

Account management

12mass
Salesforce Social Studio
9.0
Role-based user permissions & privileges
12mass
Salesforce Social Studio
8.0
Mobile access
12mass
Salesforce Social Studio
10.0

Pros

12mass

  • 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.
Anonymous | TrustRadius Reviewer

Salesforce Social Studio

  • The amount of the information that radian6 can pull from multiple social platforms is absolutely phenomenal. Its just not only the pull but the way the information can be presented in dashboards was way good. It helped us understand in various aspects of our social presence.
  • Multiple profiles helped us to break down the Big/Huge social buzz cloud to smaller and more manageable pieces. This helped us concentrate on the lows and helped us to plan better on turning them to highs.
  • Radian6 allowed us to follow thru the crowd trends with the latest information presented in a single view. This also helped us to collect the social opinion on the product releases.
  • The ease of use, one need not be an expert to start using this platform. The interface is easily understandable by anyone.
  • A keyword can be edited quickly to tailor the needs and the results were quick.
Mahesh Aluvala | TrustRadius Reviewer

Cons

12mass

  • 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.
Anonymous | TrustRadius Reviewer

Salesforce Social Studio

  • Jack of all trades, master of none: OK so this might sound a bit harsh, but while the tool accomplished three similar functions competently, and all under one bonnet, the fact that none of them are outstanding in functionality and capability in my book that also counts as a weakness, regardless of the fact they are all combined in one software suite. It would seem that Salesforce needs to think more carefully about who the target user audience is here - publishers, sellers and marketers, or insight types who work with the content - it's a bit lacklustre in all three areas
  • Simplicity vs total control: I mentioned previously that it has a very intuitive, accessible and 'simplistic' (in a good way) UI which makes getting to grips with the tool great for early adopters. BUT with this comes the downfall that it is rather simplistic, and the rich functionality that is available in other platforms is just not seen here. For example, the engagement scores for competitor brands (not client / owned brands) are not available, meaning you can't do deeper dive analysis on content performance for rival organizations. The ability to only export content in 90 day chunks is also frustrating
  • For such a large organisation, think about how much support you're going to need from Salesforce. You might have to be prepared to wing it on your own
Jeremy Cowles | TrustRadius Reviewer

Likelihood to Renew

12mass

12mass 8.2
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.
Anonymous | TrustRadius Reviewer

Salesforce Social Studio

Salesforce Social Studio 4.4
Based on 39 answers
I spent a lot of time researching the right platform for me and our organisation (thanks to the other reviews on TrustRadius also). Having used other platforms when I found frustrations getting my everyday work done, I knew exactly what I wanted and this is why I chose Social Studio. While there have been a few hiccups, the quarterly update releases and the outstanding tech support have kept me more than happy.
Nicole Swanson | TrustRadius Reviewer

Usability

12mass

12mass 8.2
Based on 2 answers
It's easy to use, after a while you'll get used to it and find it easy to navigate
Anonymous | TrustRadius Reviewer

Salesforce Social Studio

Salesforce Social Studio 8.0
Based on 11 answers
• Would rate this a 6. The User Interface is pretty intuitive, but the platform was still considered pretty intimidating by our non-technical staff when they first saw it. It took a while to get used to it and feel comfortable. There was quite a lot of setup work in the beginning (for example, we had to build our own reports using a canned report as a template, and this was not simple). Although it took a while to get it setup correctly, it’s quite intuitive once that work has been done.
Anonymous | TrustRadius Reviewer

Reliability and Availability

12mass

No score
No answers yet
No answers on this topic

Salesforce Social Studio

Salesforce Social Studio 9.6
Based on 10 answers
The platform is rarely down
Anonymous | TrustRadius Reviewer

Performance

12mass

No score
No answers yet
No answers on this topic

Salesforce Social Studio

Salesforce Social Studio 8.4
Based on 10 answers
No issues with performance.
Anonymous | TrustRadius Reviewer

Support Rating

12mass

12mass 8.2
Based on 2 answers
helped me every time
Anonymous | TrustRadius Reviewer

Salesforce Social Studio

Salesforce Social Studio 5.0
Based on 25 answers
I don't remember having to reach out to support quite often when working with Radian6. However, before I started in that position working with the platform, my manager relayed to me that the customer support for Radian6 and Salesforce overall was quick and efficient, and that they usually got back to him within a day or so
Anonymous | TrustRadius Reviewer

Online Training

12mass

No score
No answers yet
No answers on this topic

Salesforce Social Studio

Salesforce Social Studio 7.6
Based on 6 answers
• We initially received dedicated online training for our team which was delivered by our account rep. This was pretty effective since it happened after our data had been loaded into the system and it had been configured for specific needs our organization. The training was perhaps a bit shallow though, as it was only an hour long. Online videos are available to be taken individually, and these have been useful.
Anonymous | TrustRadius Reviewer

Implementation Rating

12mass

12mass 8.2
Based on 1 answer
see the tutorials on you tube. that helps
Anonymous | TrustRadius Reviewer

Salesforce Social Studio

Salesforce Social Studio 5.0
Based on 14 answers
Implementation was pretty simple. Just a matter of giving the account rep a list of our search terms and having him set the system up to pull the data we wanted to see. Once this had been done, we tweaked it with his help. Process was pretty smooth, although there was some back and forth until it worked the way we wanted.
Anonymous | TrustRadius Reviewer

Alternatives Considered

12mass

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
Anonymous | TrustRadius Reviewer

Salesforce Social Studio

We do not make the decision for tools in most cases, however Social Studio does out-weigh all other tools on the Social Listening aspect. It is not just key-words the way most tools are. This also allows you to personalize the source, including magazines, forums etc web-wide. It also allows you to narrow down geographical information and languages.
Anonymous | TrustRadius Reviewer

Return on Investment

12mass

  • 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.
Anonymous | TrustRadius Reviewer

Salesforce Social Studio

  • I would actually say that Radian6 decreased our efficiency as a team because it took so much time and effort to train people on how to use it.
  • Radian6 helped us understand the overall sentiment of our brand. This gave us great insight and helped us structure our online customer service strategy.
Anonymous | TrustRadius Reviewer

Pricing Details

12mass

General

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

12mass Editions & Modules

Additional Pricing Details

Salesforce Social Studio

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Salesforce Social Studio Editions & Modules

Edition
Basic$1,000.001
Pro$4,000.001
Corporate$12,000.001
Enterprise$40,000.001
  1. Per Org Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

12mass
8.5
Salesforce Social Studio
9.0

Likelihood to Renew

12mass
8.2
Salesforce Social Studio
4.4

Usability

12mass
8.2
Salesforce Social Studio
8.0

Reliability and Availability

12mass
Salesforce Social Studio
9.6

Performance

12mass
Salesforce Social Studio
8.4

Support Rating

12mass
8.2
Salesforce Social Studio
5.0

In-Person Training

12mass
Salesforce Social Studio
10.0

Online Training

12mass
Salesforce Social Studio
7.6

Implementation Rating

12mass
8.2
Salesforce Social Studio
5.0

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