What users are saying about
6 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 1 out of 100
Based on 6 reviews and ratings
Top Rated
145 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 7.6 out of 100
Based on 145 reviews and 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.

Verified User
Account Manager in Marketing
Medical Devices Company, 11-50 employeesSprinklr Modern Engagement
We have used Sprinklr as a publishing tool for years, and it has really grown into an all-in-one resource. Listening is a fantastic resource to use within Sprinklr, and their reporting can be customized and automated to fit your every need. Not every module is needed for every company, as it can become quite pricey when you're adding up every single module into a total package.

Verified User
Manager in Social Media
Consumer Services Company, 10,001+ employeesFeature Rating Comparison
Listening/monitoring
12mass
—
Sprinklr Modern Engagement
7.5
Boolean keyword searches
12mass
—
Sprinklr Modern Engagement
7.6
Filtering out noise/spam
12mass
—
Sprinklr Modern Engagement
7.3
Sentiment analysis
12mass
—
Sprinklr Modern Engagement
6.8
Broad channel coverage
12mass
—
Sprinklr Modern Engagement
8.2
Publishing
12mass
—
Sprinklr Modern Engagement
7.2
Content planning and scheduling
12mass
—
Sprinklr Modern Engagement
8.2
Audience targeting
12mass
—
Sprinklr Modern Engagement
6.8
Content optimization
12mass
—
Sprinklr Modern Engagement
6.8
Workflow management
12mass
—
Sprinklr Modern Engagement
6.8
Engagement
12mass
—
Sprinklr Modern Engagement
7.5
Automated routing and prioritization
12mass
—
Sprinklr Modern Engagement
8.0
Customer interaction histories
12mass
—
Sprinklr Modern Engagement
7.2
Bulk actions
12mass
—
Sprinklr Modern Engagement
7.1
Marketing
12mass
—
Sprinklr Modern Engagement
7.1
Lead generation
12mass
—
Sprinklr Modern Engagement
5.9
Content marketing
12mass
—
Sprinklr Modern Engagement
8.1
Paid media management
12mass
—
Sprinklr Modern Engagement
6.5
Campaigns and promotions
12mass
—
Sprinklr Modern Engagement
7.9
Channel coverage/integration
12mass
—
Sprinklr Modern Engagement
7.4
12mass
—
Sprinklr Modern Engagement
8.5
12mass
—
Sprinklr Modern Engagement
8.4
12mass
—
Sprinklr Modern Engagement
7.7
Google+
12mass
—
Sprinklr Modern Engagement
7.0
12mass
—
Sprinklr Modern Engagement
6.2
12mass
—
Sprinklr Modern Engagement
7.3
YouTube
12mass
—
Sprinklr Modern Engagement
6.9
Reporting/analytics
12mass
—
Sprinklr Modern Engagement
8.4
Campaign success analytics
12mass
—
Sprinklr Modern Engagement
8.5
Real-time tracking
12mass
—
Sprinklr Modern Engagement
8.5
Competitor analysis
12mass
—
Sprinklr Modern Engagement
8.2
Account management
12mass
—
Sprinklr Modern Engagement
6.8
Role-based user permissions & privileges
12mass
—
Sprinklr Modern Engagement
7.3
Mobile access
12mass
—
Sprinklr Modern Engagement
6.3
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.

Verified User
Employee in Marketing
Internet Company, 11-50 employeesSprinklr Modern Engagement
- All basic functions are very user friendly. Onboarding time is minimal. If I give access to someone (even if they are not social savvy), I am confident they will still be able to use the platform.
- The ability to build custom dashboards is a huge time saver. For instance, you can create a dashboard to look at all your social media inboxes (Facebook, Twitter, Instagram...) all on one screen.
- The audience profile function is interesting - it allows you to capture unified consumer data, interests, interactions across all your social channels. This is a useful feature for us when looking for influencers or super fans.
Director, Global Brand PR Content & Multimedia
InterContinental Hotels Group (IHG®)Hospitality, 10,001+ employees
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.

Verified User
Account Manager in Social Media
Marketing and Advertising Company, 11-50 employeesSprinklr Modern Engagement
- 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.

Verified User
Manager in Social Media
Consumer Electronics Company, 10,001+ employeesLikelihood to Renew
12mass
12mass 8.2
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.

Verified User
Account Manager in Marketing
Medical Devices Company, 11-50 employeesSprinklr Modern Engagement
Sprinklr Modern Engagement 8.5
Based on 28 answers
I really do feel that Sprinklr is the most complete enterprise social media program. It covers everything you would need to do to run a strategic social media program. On top of that, the success managers are really the best. Our success manager goes above and beyond for us and has been so helpful to us with setting up some very specific repots and profiles. Paul (our CSM) has been great about keeping us up to date on the latest features and functionality as well as helping us set up innovative dashboards as need
Social Media Marketing and Community Manager
Auction.comReal Estate, 501-1000 employees
Usability
12mass
12mass 8.2
Based on 2 answers
It's easy to use, after a while you'll get used to it and find it easy to navigate

Verified User
Employee in Marketing
Internet Company, 11-50 employeesSprinklr Modern Engagement
Sprinklr Modern Engagement 8.0
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
Digital Content Strategist
GrowthWeaverMarketing and Advertising, 11-50 employees
Reliability and Availability
12mass
No score
No answers yet
No answers on this topic
Sprinklr Modern Engagement
Sprinklr Modern Engagement 9.1
Based on 10 answers
Our account partners at Sprinklr are not only responsive to out needs, both domestically and internationally, but have consistently approached us with ideas on how to improve our communication and collaboration in a proactive manner.
Head of Content & Social Media
GrouponMarketing and Advertising, 10,001+ employees
Performance
12mass
No score
No answers yet
No answers on this topic
Sprinklr Modern Engagement
Sprinklr Modern Engagement 8.2
Based on 8 answers
Perfornace is not aan issue. The issues/bugs with this software are few and far between. And when one pops up the 24/7 support team is helpful, quick and informative.

Verified User
Manager in Marketing
Airlines/Aviation Company, 5001-10,000 employeesSupport Rating
12mass
12mass 8.2
Based on 2 answers
helped me every time

Verified User
Account Manager in Social Media
Marketing and Advertising Company, 11-50 employeesSprinklr Modern Engagement
Sprinklr Modern Engagement 6.5
Based on 43 answers
Most bugs or fixes are completed in a timely manner as long as you submit an official ticket to Sprinklr Support. I think some fo the feature requests, which take longer to implement, are not high on the list right now, such as better integration with Instagram Stories for publishing and reporting.

Verified User
Strategist in Social Media
Health, Wellness and Fitness Company, 10,001+ employeesIn-Person Training
12mass
No score
No answers yet
No answers on this topic
Sprinklr Modern Engagement
Sprinklr Modern Engagement 7.0
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.

Verified User
Consultant in Marketing
Management Consulting Company, 201-500 employeesOnline Training
12mass
No score
No answers yet
No answers on this topic
Sprinklr Modern Engagement
Sprinklr Modern Engagement 8.4
Based on 3 answers
Through multiple webinars, easily accessible training documents, and ad-hoc sessions with my account manager I am never left in the dark when I have a question.

Verified User
Manager in Marketing
Airlines/Aviation Company, 5001-10,000 employeesImplementation Rating
12mass
12mass 8.2
Based on 1 answer
see the tutorials on you tube. that helps

Verified User
Account Manager in Social Media
Marketing and Advertising Company, 11-50 employeesSprinklr Modern Engagement
Sprinklr Modern Engagement 9.0
Based on 10 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

Verified User
Analyst in Social Media
Retail Company, 10,001+ employeesAlternatives 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

Verified User
Account Manager in Marketing
Medical Devices Company, 11-50 employeesSprinklr Modern Engagement
I have not found another product that is as vigorous to a brand's communication with consumers. It is imperative that brands meet customers where 'they' are, and communicate with them like people, not data. I will continue to use and recommend Sprinklr for it's holistic approach to entire consumer journey
CEO
MobloggyRetail, 1-10 employees
Scalability
12mass
No score
No answers yet
No answers on this topic
Sprinklr Modern Engagement
Sprinklr Modern Engagement 8.2
Based on 1 answer
Always start simple with Sprinklr, e.g. one client. You can easily grow over time adding products/units/regions, etc
Head of Social Media Infrastructure
PayPalFinancial Services, 10,001+ employees
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.

Verified User
Employee in Marketing
Internet Company, 11-50 employeesSprinklr Modern Engagement
- Sprinklr has made it easier and simpler for my team to submit content to our clients for approval, but the complications come in afterward because of the way the tool is set up in "streams" that only shows for certain users and navigating within the tool can be difficult.
- We do not use Sprinklr's services for customer service or moderation but another tool so this is sort of a wasted expense in that realm.

Verified User
Supervisor in Social Media
Marketing and Advertising Company, 501-1000 employeesPricing Details
12mass
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
—Sprinklr Modern Engagement
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No