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.
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Viralheat (Discontinued)
Score 2.0 out of 10
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Viralheat was acquired by Cision in 2015 and rebranded Cision Social Edition. It was later discontinued.
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.
If social is a big part of your business in more departments than just marketing and communications (marcom), make sure to let the team know and ask how Viralheat can accommodate multiple users and departments. Viralheat was great during the evaluation process because they were willing to show us exactly what they could do for our company - they even customized accounts for us to show us the true value of signing on.
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.
Viralheat’s reporting feature delivers analytics in presentation-grade spreadsheets. I include these images in reports or presentations to different teams.
Monitoring is definitely a strong point. I am not limited by a conversation or mention limitation, which is especially important when tracking high-volume products or brands. We are able to quickly identify trends and act accordingly.
The user experience is a pleasant one. Viralheat offers many comprehensive features but the layout of the product is simple and intuitive. I’m able to access any feature without having to click around into multiple places.
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.
Viralheat provided our team with the kind of monitoring tool we were looking for. As an added bonus, they had a member of their team brainstorm the best ways for us to set up our account to ensure we weren’t missing anything. Great customer service.
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.
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.
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 chose Viralheat because it allowed us to do multiple things from one tool. We were able to monitor our brand mentions after each video, song, or album release - this provided us with valuable feedback abouout our brand and music. We were also able to connect our accounts and engage directly with our fans as well as post new content. We monitored the analytics around each release and campaign and were able to determine which were successful.
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.
