What users are saying about

12mass

6 Ratings

Viralheat

19 Ratings

12mass

6 Ratings
Score 1 out of 101

Viralheat

19 Ratings
Score 5.1 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.

Viralheat

The customer support is far superior than the competing products I have used in the past. This is something that is difficult to vet in the purchase cycle, but after using the competing software and Viralheat, Viralheat's customer service wins hands down. This software is easy to use and easier to set up than competing products. Also, once you are set up, the interface is intuitive, so you can get started sooner.

Pros

  • 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.
  • Simplicity: The software is very easy to use and took very little time to start optimizing my social media campaigns.
  • Set up time: I was up and running in no time. With social media you cannot wait days or weeks to get started. By having a quick start up process, it allowed me to get started ASAP.
  • Reporting: The foundation of all business decisions has been a very tedious process in the past. By using Viralheat, I save time on reporting and have better reports to give more actionable insights.
  • Data: Not only is the reporting awesome, there are many more insights you can get by using the large amount of demographic data that is in the software.

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.
  • It would be great for Viralheat to integrate with more companies outside of SFDC and Sugar CRM.
  • It would be cool to have a sales tab in Viralheat to keep track of leads that have been sent over.

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.
Viralheat8.3
Based on 13 answers
Viralheat offered the features I needed. Also, the team is really helpful and responsive to any questions I may have while using the tool.

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
Viralheat9.1
Based on 1 answer
I found it really easy to use and I use it on a daily basis and can easily find my way around. It has the usability of a consumer application for an Enterprise product that does very complex things in a very elegant manner.

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 :)
Viralheat8.8
Based on 2 answers
The customer success team clearly cares about how well we do. They are quick to get back to us and they always offer to jump on a screen share so we can understand and learn new features.

Implementation

12mass8.2
Based on 1 answer
see the tutorials on you tube. that helps
Viralheat8.2
Based on 1 answer
We were up and running within an hour.

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
We selected Viralheat because it offered the features we were looking for in a format that was easy for our marketing and product teams to use together.

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.
  • Stronger analytics
  • More efficient
  • Better customer service
  • Better ROI from good leads on social

Pricing Details

12mass

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

Viralheat

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