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

• 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.

Read full review

• 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.

Read full review

• 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.

Read full review

• 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.

Read full review

• 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.

Read full review

• 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.

Read full review