12mass is a Social Conversation tool enabling brands to engage with a large audience on Twitter and Facebook without compromising the personal touch. Its clustering tool makes search easier and the Multivariable testing allows for optimization of the responses.
N/A
Tracx
Score 7.0 out of 10
Enterprise companies (1,001+ employees)
Tracx is a social media analytics platform that is designed to help enterprises to build their brand, attract new customers, service existing ones and connect with other key audiences in the social-enabled world. According to the vendor, the solution analyzes and refines mass amounts of geographic, demographic and psychographic data from across the social web to deliver deep insights into customers, competitors and influencers. It then makes those insights actionable through its contextually…
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.
Tracx is best for influencer marketing tracking, where you need to track specific mentions of a keyword from specific people. Not sure it's the 100% solution for other social media aspects, but I have not explored many of those aspects, so I cannot be the end-all-be-all person to say when it isn't well suited
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.
Tracx is very user friendly. There is a bit of a learning curve but once that is established there are many opportunities to use Tracx to your brands benefit.
There customer service team is exceptional. If I ever have a question regarding the platform I am able to reach out to our account manager and receive a reply the same day.
Tracx is a little slow to pull in data. It could be a lot better although I understand it's pulling in a lot of metadata which other platforms don't pull.
Tracx is not "real time", some of the sources take a little more time to get pulled in although I understand this is probably an API issue on the social network side.
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.
Tracx is a solid software for identifying customer sentiment that would otherwise go unheard and undocumented by our company. We're able to report to our CEO the good and the bad with actual data and do so on an attractive interface. It is also essential in helping us prepare queries well in advance.
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
I like the attention that we have from our team at Tracx. I like that unlike other tools we have tried Tracx allows us to publishing, listen, receive automated reports and track our competition in real time.
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.
