What users are saying about
6 Ratings
6 Ratings
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Score 1 out of 100
147 Ratings
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Score 6.6 out of 100

Feature Set Ratings

    Listening/monitoring

    12mass

    Feature Set Not Supported
    N/A
    8.5

    Salesforce Social Studio

    85%
    Salesforce Marketing Cloud Social Studio (Radian6 + Buddy Media) ranks higher in 4/4 features

    Boolean keyword searches

    N/A
    0 Ratings
    7.0
    70%
    9 Ratings

    Filtering out noise/spam

    N/A
    0 Ratings
    7.0
    70%
    9 Ratings

    Sentiment analysis

    N/A
    0 Ratings
    10.0
    100%
    8 Ratings

    Broad channel coverage

    N/A
    0 Ratings
    10.0
    100%
    10 Ratings

    Publishing

    12mass

    Feature Set Not Supported
    N/A
    8.5

    Salesforce Social Studio

    85%
    Salesforce Marketing Cloud Social Studio (Radian6 + Buddy Media) ranks higher in 4/4 features

    Content planning and scheduling

    N/A
    0 Ratings
    10.0
    100%
    10 Ratings

    Audience targeting

    N/A
    0 Ratings
    8.0
    80%
    9 Ratings

    Content optimization

    N/A
    0 Ratings
    8.0
    80%
    8 Ratings

    Workflow management

    N/A
    0 Ratings
    8.0
    80%
    10 Ratings

    Engagement

    12mass

    Feature Set Not Supported
    N/A
    7.6

    Salesforce Social Studio

    76%
    Salesforce Marketing Cloud Social Studio (Radian6 + Buddy Media) ranks higher in 3/3 features

    Automated routing and prioritization

    N/A
    0 Ratings
    9.9
    99%
    9 Ratings

    Customer interaction histories

    N/A
    0 Ratings
    9.9
    99%
    9 Ratings

    Bulk actions

    N/A
    0 Ratings
    3.1
    31%
    9 Ratings

    Marketing

    12mass

    Feature Set Not Supported
    N/A
    5.5

    Salesforce Social Studio

    55%
    Salesforce Marketing Cloud Social Studio (Radian6 + Buddy Media) ranks higher in 4/4 features

    Lead generation

    N/A
    0 Ratings
    5.0
    50%
    8 Ratings

    Content marketing

    N/A
    0 Ratings
    5.0
    50%
    9 Ratings

    Paid media management

    N/A
    0 Ratings
    6.0
    60%
    7 Ratings

    Campaigns and promotions

    N/A
    0 Ratings
    6.0
    60%
    8 Ratings

    Channel coverage/integration

    12mass

    Feature Set Not Supported
    N/A
    8.1

    Salesforce Social Studio

    81%
    Salesforce Marketing Cloud Social Studio (Radian6 + Buddy Media) ranks higher in 7/7 features

    Twitter

    N/A
    0 Ratings
    9.0
    90%
    10 Ratings

    Facebook

    N/A
    0 Ratings
    10.0
    100%
    10 Ratings

    LinkedIn

    N/A
    0 Ratings
    10.0
    100%
    8 Ratings

    Google+

    N/A
    0 Ratings
    6.8
    68%
    6 Ratings

    Instagram

    N/A
    0 Ratings
    8.0
    80%
    7 Ratings

    Pinterest

    N/A
    0 Ratings
    6.5
    65%
    4 Ratings

    YouTube

    N/A
    0 Ratings
    6.7
    67%
    6 Ratings

    Reporting/analytics

    12mass

    Feature Set Not Supported
    N/A
    8.6

    Salesforce Social Studio

    86%
    Salesforce Marketing Cloud Social Studio (Radian6 + Buddy Media) ranks higher in 3/3 features

    Campaign success analytics

    N/A
    0 Ratings
    8.9
    89%
    9 Ratings

    Real-time tracking

    N/A
    0 Ratings
    7.0
    70%
    9 Ratings

    Competitor analysis

    N/A
    0 Ratings
    9.9
    99%
    7 Ratings

    Account management

    12mass

    Feature Set Not Supported
    N/A
    9.5

    Salesforce Social Studio

    95%
    Salesforce Marketing Cloud Social Studio (Radian6 + Buddy Media) ranks higher in 2/2 features

    Role-based user permissions & privileges

    N/A
    0 Ratings
    9.0
    90%
    8 Ratings

    Mobile access

    N/A
    0 Ratings
    9.9
    99%
    9 Ratings

    Attribute Ratings

    • Salesforce Marketing Cloud Social Studio (Radian6 + Buddy Media) is rated higher in 5 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating, Implementation Rating

    Likelihood to Recommend

    8.5

    12mass

    85%
    3 Ratings
    10.0

    Salesforce Social Studio

    100%
    54 Ratings

    Likelihood to Renew

    8.2

    12mass

    82%
    3 Ratings
    8.8

    Salesforce Social Studio

    88%
    38 Ratings

    Usability

    8.2

    12mass

    82%
    2 Ratings
    9.0

    Salesforce Social Studio

    90%
    9 Ratings

    Availability

    12mass

    N/A
    0 Ratings
    9.6

    Salesforce Social Studio

    96%
    10 Ratings

    Performance

    12mass

    N/A
    0 Ratings
    8.4

    Salesforce Social Studio

    84%
    10 Ratings

    Support Rating

    8.2

    12mass

    82%
    4 Ratings
    9.0

    Salesforce Social Studio

    90%
    20 Ratings

    In-Person Training

    12mass

    N/A
    0 Ratings
    10.0

    Salesforce Social Studio

    100%
    1 Rating

    Online Training

    12mass

    N/A
    0 Ratings
    7.6

    Salesforce Social Studio

    76%
    6 Ratings

    Implementation Rating

    8.2

    12mass

    82%
    2 Ratings
    9.8

    Salesforce Social Studio

    98%
    12 Ratings

    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.
    Read full review

    Salesforce

    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
    Read full review

    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.
    Read full review

    Salesforce

    • 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.
    Read full review

    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.
    Read full review

    Salesforce

    • 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
    Read full review

    Pricing Details

    12mass

    Starting Price

    Editions & Modules

    12mass editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Salesforce Social Studio

      Starting Price

      $0 Per Org Per Month

      Editions & Modules

      Salesforce Social Studio editions and modules pricing
      EditionModules
      Basic$1,000.001
      Pro$4,000.002
      Corporate$12,000.003
      Enterprise$40,000.004

      Footnotes

      1. Per Org Per Month
      2. Per Org Per Month
      3. Per Org Per Month
      4. Per Org Per Month

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      12mass

      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

      Salesforce

      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.
      Read full review

      Usability

      12mass

      It's easy to use, after a while you'll get used to it and find it easy to navigate
      Read full review

      Salesforce

      • 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.
      Read full review

      Reliability and Availability

      12mass

      No answers on this topic

      Salesforce

      The platform is rarely down
      Read full review

      Performance

      12mass

      No answers on this topic

      Salesforce

      No issues with performance.
      Read full review

      Support Rating

      12mass

      helped me every time
      Read full review

      Salesforce

      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
      Read full review

      Online Training

      12mass

      No answers on this topic

      Salesforce

      • 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.
      Read full review

      Implementation Rating

      12mass

      see the tutorials on you tube. that helps
      Read full review

      Salesforce

      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.
      Read full review

      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
      Read full review

      Salesforce

      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.
      Read full review

      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.
      Read full review

      Salesforce

      • 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.
      Read full review

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