What users are saying about
6 Ratings
31 Ratings
6 Ratings
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Score 1 out of 101
31 Ratings
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Score 7.8 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.
No photo available

Sysomos Expion

Sysomos Expion is best suited, in my opinion, to offices where either you have only one moderator/manager OR where multiple users plan to manage a specific channel. Without live updates, it gets far too complicated for multiple users to manage the exact same workload
Joshua P. Kennedy profile photo

Feature Rating Comparison

Listening/monitoring

12mass
Sysomos Expion
7.8
Boolean keyword searches
12mass
Sysomos Expion
7.6
Filtering out noise/spam
12mass
Sysomos Expion
8.5
Sentiment analysis
12mass
Sysomos Expion
8.0
Broad channel coverage
12mass
Sysomos Expion
7.1

Publishing

12mass
Sysomos Expion
7.6
Content planning and scheduling
12mass
Sysomos Expion
9.0
Audience targeting
12mass
Sysomos Expion
7.1
Content optimization
12mass
Sysomos Expion
7.1
Workflow management
12mass
Sysomos Expion
7.4

Engagement

12mass
Sysomos Expion
7.5
Automated routing and prioritization
12mass
Sysomos Expion
8.5
Customer interaction histories
12mass
Sysomos Expion
6.8
Bulk actions
12mass
Sysomos Expion
7.3

Marketing

12mass
Sysomos Expion
7.4
Lead generation
12mass
Sysomos Expion
8.0
Content marketing
12mass
Sysomos Expion
7.5
Paid media management
12mass
Sysomos Expion
7.3
Campaigns and promotions
12mass
Sysomos Expion
7.0

Channel coverage/integration

12mass
Sysomos Expion
6.1
Twitter
12mass
Sysomos Expion
8.0
Facebook
12mass
Sysomos Expion
8.6
LinkedIn
12mass
Sysomos Expion
6.6
Google+
12mass
Sysomos Expion
4.9
Instagram
12mass
Sysomos Expion
5.8
Pinterest
12mass
Sysomos Expion
4.5
YouTube
12mass
Sysomos Expion
4.5

Reporting/analytics

12mass
Sysomos Expion
7.0
Campaign success analytics
12mass
Sysomos Expion
7.6
Real-time tracking
12mass
Sysomos Expion
7.1
Competitor analysis
12mass
Sysomos Expion
6.4

Account management

12mass
Sysomos Expion
7.4
Role-based user permissions & privileges
12mass
Sysomos Expion
7.2
Mobile access
12mass
Sysomos Expion
7.5

Pros

  • 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.
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  • Expion was pretty customizable, though the tool we transitioned to has since made me realize how much more customizable other options can be. That said, Expion served us well and offered more customization than other tools we looked at.
  • Expion's best asset, really, is its support staff. Our account rep and the support agents were always responsive and reacted with appropriate levels of urgency. Though a lot of the problems we experienced were due to API limitations, the things they COULD address were resolved with relative speed.
  • I enjoyed the ability to approach our workload from either an inbox-style view or a more visual view with the workspaces and stacks. People with a more right-brained slant worked better in stacks than left-brained folks who seemed to appreciate the more linear, text-based style of the Single Stream moderation option.
Joshua P. Kennedy profile photo

Cons

  • The system is rather bulky and can be complicated for new users to get familiarized with at first. There are a lot of tools to refine your search, which takes a while to understand the logic.
  • It can be a bit slow at times and you'll need to refresh the system and type the search again.
  • Would love to see the statistics being present in a more comprehensive way with a dialog decision tree drawn out.
No photo available
  • We use the App builder regularly, and I'd like to see more flexibility in some aspects of the current templates.
  • For example: Some times we do not want email selection to be mandatory and in some templates there is no option to change.
Kelly Cates profile photo

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.
No photo available
Sysomos Expion6.8
Based on 12 answers
There are better applications available on the market that are more polished.
No photo available

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
No photo available
No score
No answers yet
No answers on this topic

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 :)
No photo available
Sysomos Expion10.0
Based on 1 answer
Every time I had a question, I received a fast detailed response and help when I needed it. If a feature was not currently available, it was often added to a list of features to be added at a later time or the team provided me with a workaround that worked almost as well..
No photo available

Implementation

12mass8.2
Based on 1 answer
see the tutorials on you tube. that helps
No photo available
Sysomos Expion10.0
Based on 2 answers
Implementation was so easy I dont even remember it!
Kelly Cates profile photo

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
No photo available
We have used Buddy Media and Vitrue (Oracle) in the past and once we found Expion have not considered going back.Customer service is key to our relationship with Expion and they provide the best levels I have experienced.I cant say enough about how available they are and proactive to help with any scenario for reporting or creating apps I may encounter.
Kelly Cates profile photo

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.
No photo available
  • Lowered costs and overhead when Expion got introduced as we now use one centralized solution for all of our social media work
  • We can finally calculate ROI with ease and understand our campaign performance through proper tracking and analytics
  • Competition tracking was never easier
No photo available

Pricing Details

12mass

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

Sysomos Expion

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details