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.
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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.
Jason Owen profile photo

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.
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  • Lead Identification - We use this feature heavily. In our industry people are always looking to feel more protected so we've found that these leads are often hotter than others.
  • Monitoring - They topic profiles allow us to monitor for specific keywords that matter to us and our business.
  • Cross-functional - Many people on different teams can seamlessly use this tool to communicate with one another. This saves us a lot of time and manual work.
Jason Owen 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.
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  • It would be great if I could customize the reports to include the data I want to see. Currently, reports are delivered with a standard analytics included.
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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.
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Viralheat8.3
Based on 13 answers
The setup was painless and they ensured we knew how to use the product.
Cody A Smith profile photo

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
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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.
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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 :)
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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.
Jason Owen profile photo

Implementation

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

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.
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I chose Viralheat because it offered the most valuable monitoring capabilities. Plus it was easy for me to use and understand.
Sakeena Zarin Naseem profile photo

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.
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  • Viralheat has helped me understand how real-life users react to things I build and/or test.
  • I’ve gotten a better understanding of my space and the relevant news surrounding it. This helps me build a better product.
  • It saves me a lot of time. I’m able to quickly monitor what’s important to me.
Sakeena Zarin Naseem profile photo

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