What users are saying about

12mass

6 Ratings

Viralheat

19 Ratings

12mass

6 Ratings
Score 1 out of 101

Viralheat

19 Ratings
Score 5.2 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

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.

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.
  • Measuring sentiment is not an easy task and Viralheat provides a simple but effective way to follow the sentiment trend.
  • Tracking competitor's activity and also sentiment around their brand.
  • It's easy to create posts using the Viralheat widget, or directly from within the web application and then managing the calendar of posts.

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.
  • There’s not much to add here. Our feedback in the past was quickly addressed and implemented into one of the upcoming releases. For example, we needed total impact for Instagram monitoring and they were able to accommodate our request.

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
The cost is offset by the time savings and the gains in ROI from optimizations. I no longer would want to run a social media campaign with out a tool like Viralheat.

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

Hootsuite is great in managing multiple platforms but it's not exactly a conversation tool. I would say Hootsuite for management, 12mass for engagement.
Viralheat is a great tool, they are continuing to improve and integrate with new tools, which is something I did not see with previous softwares.

Return on Investment

  • 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.
  • Better customer service in the social media space
  • Better ROI insights on our social media campaigns
  • Better customer service than competing products.

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