What users are saying about

12mass

6 Ratings

Social Studio

Top Rated
37 Ratings

12mass

6 Ratings
Score 1 out of 101

Social Studio

Top Rated
37 Ratings
Score 7.3 out of 101

Add comparison

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.

Social Studio

If you're tasked with publishing content to social on behalf of your organization then this tool is certainly worth considering. You have quick and easy capability to schedule across multiple platforms with drag-and-drop simplicity. It ties into Salesforce's real strength of its CRM platform so you can quickly tie social activity and leads to those already in your database. And it does a good job at monitoring and analyzing brand and competitor content across multiple media types.Having said that, if you're into deep-dive and full functionality SaaS tools then this might not be for you as it covers three areas adequately, but not in enough detail or strength to make it a star performer

Feature Rating Comparison

Listening/monitoring

12mass
Social Studio
6.2
Boolean keyword searches
12mass
Social Studio
6.2
Filtering out noise/spam
12mass
Social Studio
6.7
Sentiment analysis
12mass
Social Studio
5.1
Broad channel coverage
12mass
Social Studio
6.8

Publishing

12mass
Social Studio
7.2
Content planning and scheduling
12mass
Social Studio
8.3
Audience targeting
12mass
Social Studio
6.8
Content optimization
12mass
Social Studio
6.0
Workflow management
12mass
Social Studio
7.8

Engagement

12mass
Social Studio
6.6
Automated routing and prioritization
12mass
Social Studio
6.0
Customer interaction histories
12mass
Social Studio
7.2
Bulk actions
12mass
Social Studio
6.6

Marketing

12mass
Social Studio
6.0
Lead generation
12mass
Social Studio
5.8
Content marketing
12mass
Social Studio
6.2
Paid media management
12mass
Social Studio
5.5
Campaigns and promotions
12mass
Social Studio
6.4

Channel coverage/integration

12mass
Social Studio
6.6
Twitter
12mass
Social Studio
8.0
Facebook
12mass
Social Studio
8.0
LinkedIn
12mass
Social Studio
7.3
Google+
12mass
Social Studio
6.3
Instagram
12mass
Social Studio
4.8
Pinterest
12mass
Social Studio
5.5
YouTube
12mass
Social Studio
6.0

Reporting/analytics

12mass
Social Studio
5.8
Campaign success analytics
12mass
Social Studio
5.7
Real-time tracking
12mass
Social Studio
6.2
Competitor analysis
12mass
Social Studio
5.3

Account management

12mass
Social Studio
7.5
Role-based user permissions & privileges
12mass
Social Studio
8.4
Mobile access
12mass
Social Studio
6.7

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.
  • One stop shop: if you are looking for a tool that combines multiple facets found in individual tools then this could be for you
  • Scheduling posts is a breeze across platform. So this is clearly geared towards marketers or community managers who need a quick and simple way to manage communications output
  • Salesforce is a ubiquitous platform these days - social studio is a natural extension of this (the engage and CRM functionality plays to this strength) so for businesses of any size that subscribe to the Salesforce suite, adding this tool would make total sense
  • The user interface is rather simplistic which can be seen as a pro - intuitive and easy to navigate, and more quickly accessible for newbies over rival platforms which can have steep learning curves and layers of detailed functionality which take time to get familiar with

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.
  • 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

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.
Social Studio8.5
Based on 3 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.

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
Social Studio9.0
Based on 1 answer
It looks good, is easy to use and totally customisable to individual users. It does everything I need in one place. I spend many hours of everyday in this platform and I still like 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 :)
Social Studio9.0
Based on 1 answer
I am able to contact support directly via email rather than through an account manager. I get a support auto response immediately with a case number. I usually get an initial response from a support person via email within a 24 hour period and then if it's not resolved quickly I get further phone of email support until the matter resolved. I always get an email asking if I am happy with the resolution before the case is closed

Implementation

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

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.
Given that Social Studio has 3 key functions, it appeals to three key audiences who may or may not be in the same team. Therefore it is a nice tool when considering uptake outside of one team within an organization. It is a simple and effective approach to fulfilling a number of the classic functions needed to work with and measure social media all in one place. However, as said before, this idea of bundling three individual suites into one solution does leave some weak spots and room for improvement. Certainly from a social / media listening perspective we have had to evaluate and use alternative tools as Social Studio did not stack up in terms of granularity of detail, KPI measurement and sheer functionality when compared to those stand-alone, specialist platforms.

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.
  • Improved efficiency

Pricing Details

12mass

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

Social Studio

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