What users are saying about

12mass

6 Ratings

Sprinklr

96 Ratings

12mass

6 Ratings
Score 1 out of 101

Sprinklr

96 Ratings
Score 7.7 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.

Sprinklr

When Sprinklr works well, I love it and swear by it. I do like it much better than other tools I've used such as Percolate. The issue, however, is if you have a customer support issue, you are screwed for an elongated time.The tool would work very well if you have one person on your team designated to management who could keep pushing support and who could assist in building customizations.

Feature Rating Comparison

Listening/monitoring

12mass
Sprinklr
7.1
Boolean keyword searches
12mass
Sprinklr
7.7
Filtering out noise/spam
12mass
Sprinklr
5.3
Sentiment analysis
12mass
Sprinklr
6.3
Broad channel coverage
12mass
Sprinklr
9.1

Publishing

12mass
Sprinklr
7.3
Content planning and scheduling
12mass
Sprinklr
8.7
Audience targeting
12mass
Sprinklr
6.2
Content optimization
12mass
Sprinklr
7.2
Workflow management
12mass
Sprinklr
7.4

Engagement

12mass
Sprinklr
8.1
Automated routing and prioritization
12mass
Sprinklr
7.5
Customer interaction histories
12mass
Sprinklr
8.9
Bulk actions
12mass
Sprinklr
8.0

Marketing

12mass
Sprinklr
6.6
Lead generation
12mass
Sprinklr
6.6
Content marketing
12mass
Sprinklr
7.4
Paid media management
12mass
Sprinklr
5.2
Campaigns and promotions
12mass
Sprinklr
7.3

Channel coverage/integration

12mass
Sprinklr
7.7
Twitter
12mass
Sprinklr
8.7
Facebook
12mass
Sprinklr
8.8
LinkedIn
12mass
Sprinklr
7.9
Google+
12mass
Sprinklr
8.3
Instagram
12mass
Sprinklr
7.1
Pinterest
12mass
Sprinklr
7.2
YouTube
12mass
Sprinklr
5.8

Reporting/analytics

12mass
Sprinklr
8.0
Campaign success analytics
12mass
Sprinklr
8.9
Real-time tracking
12mass
Sprinklr
7.8
Competitor analysis
12mass
Sprinklr
7.3

Account management

12mass
Sprinklr
7.5
Role-based user permissions & privileges
12mass
Sprinklr
8.0
Mobile access
12mass
Sprinklr
6.9

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.
  • Reporting capabilities: Sprinklr's reporting tool is able to make any custom report that you can imagine. The reporting tool takes some getting used to if you're not a data scientist, but once you get the hang of it, it's one of the best I've seen in terms of breadth.
  • Listening and monitoring capabilities: Sprinklr is one of the best social media management tools for listening that I've come across. With customizable dashboards, you're able to create streams for just about anything. With Sprinklr, you can keep tabs on your dissenters and respond to them in an efficient manner.
  • Content management: Sprinklr allows users to import collateral into the system, making it easy to reuse content. We would upload the photos we used and tag them in a way that we could search for them later. This made it incredibly easy to find old content right in the tool.

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.
  • I'd like to see more pre-made reports so that the non-data scientists can easily create reports.
  • Ability to pull in a photo to LinkedIn. We had to first upload the photo to Flickr and then post the link to the photo which was time-consuming and annoying.
  • Maybe a team member chat? It was always hard to interact with team members even though we were assigning things to each other.

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.
Sprinklr8.5
Based on 28 answers
Sprinklr has proven to be a great partner for us, beyond the immediate use of their platform and its functionality. They also have global capabilities and service, which is a critical factor for our business.

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
Sprinklr8.1
Based on 6 answers
Consistency, easy UI, clearly defined areas (menus)

Reliability and Availability

No score
No answers yet
No answers on this topic
Sprinklr9.1
Based on 5 answers
It was never not available, seriously I can't remember one time it was "down".

Performance

No score
No answers yet
No answers on this topic
Sprinklr8.2
Based on 4 answers
An occasional lag here and there, but to be honest I don't know if it's them or the connection

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 :)
Sprinklr9.0
Based on 6 answers
They are very quick to respond and address those areas they can

In-Person Training

No score
No answers yet
No answers on this topic
Sprinklr7.0
Based on 2 answers
I don't recall our training in detail. I know we met in person a few times, and did some over-the-phone product walk-throughs. It may have been somewhat informal -- I don't recall having any takeaways to refer to.

Online Training

No score
No answers yet
No answers on this topic
Sprinklr8.4
Based on 3 answers
Very personal attention

Implementation

12mass8.2
Based on 1 answer
see the tutorials on you tube. that helps
Sprinklr9.0
Based on 5 answers
The implementation personnel at Sprinklr are top-notch. They will work with you to make sure they setup Sprinklr in a way that best aligns with your structural needs

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.
I prefer Sprinklr above other social media tools because it has the most features of anything I've worked with. This can be complicated and overwhelming, but our customer success team has helped ensure that we effectively use the tools available.

Scalability

No score
No answers yet
No answers on this topic
Sprinklr8.2
Based on 1 answer
Always start simple with Sprinklr, e.g. one client. You can easily grow over time adding products/units/regions, etc

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.
  • Our governance process is now >80% compliant with branded URL shortening, link tracking code and overall compliance.

Screenshots

Pricing Details

12mass

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

Sprinklr

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Additional Pricing Details
Pricing is configurable based on enterprise needs.