What users are saying about

12mass

6 Ratings
Score 1 out of 101

SAP Cloud for Social Engagement

32 Ratings
Score 6.8 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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SAP Cloud for Social Engagement

SAP Cloud for Social Engagement's solution briefly shows how you can better understand how your customers feel about your brands, categories, products and services while staying tuned to market issues and trends.
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Feature Rating Comparison

Listening/monitoring

12mass
SAP Cloud for Social Engagement
6.0
Boolean keyword searches
12mass
SAP Cloud for Social Engagement
4.0
Filtering out noise/spam
12mass
SAP Cloud for Social Engagement
5.0
Sentiment analysis
12mass
SAP Cloud for Social Engagement
8.0
Broad channel coverage
12mass
SAP Cloud for Social Engagement
7.0

Publishing

12mass
SAP Cloud for Social Engagement
7.8
Content planning and scheduling
12mass
SAP Cloud for Social Engagement
7.0
Audience targeting
12mass
SAP Cloud for Social Engagement
9.0
Content optimization
12mass
SAP Cloud for Social Engagement
8.0
Workflow management
12mass
SAP Cloud for Social Engagement
7.0

Engagement

12mass
SAP Cloud for Social Engagement
8.7
Automated routing and prioritization
12mass
SAP Cloud for Social Engagement
9.0
Customer interaction histories
12mass
SAP Cloud for Social Engagement
9.0
Bulk actions
12mass
SAP Cloud for Social Engagement
8.0

Marketing

12mass
SAP Cloud for Social Engagement
7.8
Lead generation
12mass
SAP Cloud for Social Engagement
8.0
Content marketing
12mass
SAP Cloud for Social Engagement
8.0
Paid media management
12mass
SAP Cloud for Social Engagement
7.0
Campaigns and promotions
12mass
SAP Cloud for Social Engagement
8.0

Channel coverage/integration

12mass
SAP Cloud for Social Engagement
8.4
Twitter
12mass
SAP Cloud for Social Engagement
9.0
Facebook
12mass
SAP Cloud for Social Engagement
9.0
LinkedIn
12mass
SAP Cloud for Social Engagement
9.0
Google+
12mass
SAP Cloud for Social Engagement
8.0
Instagram
12mass
SAP Cloud for Social Engagement
8.0
Pinterest
12mass
SAP Cloud for Social Engagement
8.0
YouTube
12mass
SAP Cloud for Social Engagement
8.0

Reporting/analytics

12mass
SAP Cloud for Social Engagement
8.3
Campaign success analytics
12mass
SAP Cloud for Social Engagement
9.0
Real-time tracking
12mass
SAP Cloud for Social Engagement
9.0
Competitor analysis
12mass
SAP Cloud for Social Engagement
7.0

Account management

12mass
SAP Cloud for Social Engagement
7.0
Role-based user permissions & privileges
12mass
SAP Cloud for Social Engagement
7.0
Mobile access
12mass
SAP Cloud for Social Engagement
7.0

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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  • Communication with multiple social media accounts including Facebook,Twitter and LinkedIn.
  • Utilize social preconfigured templates to respond quickly to current and potential clients.
  • Go above and beyond the number of Twitter followers and Facebook likes. Gain real-time insight into key trends and topics being discussed.
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Cons

  • Still a bit of lag, but that's compared to super slick interfaces that we usually use like Google LinkedIn and Facebook. I hope they go big soon and can throw more money into their servers so we have a better experience! With the service they provide, I'm usually willing to wait a few extra seconds to reach many extra people.
  • I would prefer the 'Delete' button to be bigger so its easier to quickly remove the unwanted stuff.
  • Maybe different colored backgrounds for their responses? Right now the layout is all in shades of blue and white. While its still easy to navigate, it might be better to have more colors so certain parts stand out more.
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  • Include other social network standard integrations.
  • Possibility to create metrics and custom reports.
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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.
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No score
No answers yet
No answers on this topic

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
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No score
No answers yet
No answers on this topic

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 :)
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No score
No answers yet
No answers on this topic

Implementation

12mass8.2
Based on 1 answer
see the tutorials on you tube. that helps
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No score
No answers yet
No answers on this topic

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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The SAP solution is more complete than others because it includes capabilities for social media listening, real-time social media message response, social profiles and history, and analytics in one system.
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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.
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  • Rapid deployment.
  • SAP Cloud for Social Engagement allows you to listen to your customers by locating social media messages that mention key words such as a specific product and prioritize them according to urgency and relevance.
  • Analytics capabilities.
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Pricing Details

12mass

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

SAP Cloud for Social Engagement

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