What users are saying about

12mass

6 Ratings

Sprinklr

Top Rated
100 Ratings

12mass

6 Ratings
Score 1 out of 101

Sprinklr

Top Rated
100 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
7.2
Boolean keyword searches
12mass
Sprinklr
8.0
Filtering out noise/spam
12mass
Sprinklr
5.7
Sentiment analysis
12mass
Sprinklr
6.2
Broad channel coverage
12mass
Sprinklr
9.0

Publishing

12mass
Sprinklr
7.5
Content planning and scheduling
12mass
Sprinklr
8.8
Audience targeting
12mass
Sprinklr
6.4
Content optimization
12mass
Sprinklr
7.4
Workflow management
12mass
Sprinklr
7.2

Engagement

12mass
Sprinklr
8.0
Automated routing and prioritization
12mass
Sprinklr
7.4
Customer interaction histories
12mass
Sprinklr
8.6
Bulk actions
12mass
Sprinklr
8.2

Marketing

12mass
Sprinklr
6.9
Lead generation
12mass
Sprinklr
6.5
Content marketing
12mass
Sprinklr
7.9
Paid media management
12mass
Sprinklr
6.1
Campaigns and promotions
12mass
Sprinklr
7.4

Channel coverage/integration

12mass
Sprinklr
7.8
Twitter
12mass
Sprinklr
8.9
Facebook
12mass
Sprinklr
8.5
LinkedIn
12mass
Sprinklr
8.4
Google+
12mass
Sprinklr
8.7
Instagram
12mass
Sprinklr
7.5
Pinterest
12mass
Sprinklr
6.6
YouTube
12mass
Sprinklr
5.7

Reporting/analytics

12mass
Sprinklr
8.2
Campaign success analytics
12mass
Sprinklr
8.9
Real-time tracking
12mass
Sprinklr
8.0
Competitor analysis
12mass
Sprinklr
7.8

Account management

12mass
Sprinklr
7.3
Role-based user permissions & privileges
12mass
Sprinklr
8.1
Mobile access
12mass
Sprinklr
6.5

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.
  • Great customizable tagging features, filters, custom dashboards, etc.
  • A great one & done solution.
  • Very detailed data available, that is much easier to pull than native reports and often allows for further details unavailable natively (if set up properly. This is time-consuming.

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.
  • Horrible customer support. Support teams are uneducated, do not look into cases before calls and frequently close open cases before they are resolved.
  • Difficult to set up. Because this platform is so detailed, they are many intricacies. It takes a long time to make it useful. One mistake could give you incorrect data or really mess up the system.
  • Complicated when used in varying organizations within a company as changes affect everyone.

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.
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
Sprinklr8.0
Based on 6 answers
Overall, I really enjoyed Sprinklr. It is a multi-faceted platform although I used it primarily for review management. It's easy-to-use and learn, has great customer service and is a great design. My only complaint would be that if there was a blip in pulling in reviews, we'd have to go back through each review site manually and make sure nothing was unresponded to. This could be cumbersome and time-consuming. Other than that, I really enjoyed using it

Reliability and Availability

No score
No answers yet
No answers on this topic
Sprinklr9.1
Based on 5 answers
Sprinklr has been very reliable in this area.

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

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
As much as I get frustrated with Sprinklr, Sprinklr is a much cleaner platform than others I have used and I do obtain good data from the reports due to my custom filters, allowing me to pass along education onto product teams in regards to their specific lines.

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. 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.
  • Assisted with integrating global social media marketing departments together
  • Has resulted in some delayed customer support responses due to technical issues with Facebook integration
  • Lack of ability to message people on Instagram has led to poor community management on this platform.

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.