12mass vs Sprinklr Modern Engagement (formerly Social + Messaging Suite)

• 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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• 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.

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• 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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• Tool is difficult to adopt by users non-endemic to social media (the PHD of social software)
• Not a lot of automated or "lite" features for easy enablement
• Enablement involves heavy time commitment and comprehension by internal team

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• 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.

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• Correct product concerns earlier in cycle - drive down expensive repair costs
• Allows us to provide real time aid to customers in distressed situations
• Provides the ability to review what is being said for all areas of the business
• Greatly assists employees effectiveness

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