AddResponse vs. Sysomos, now part of Meltwater

Sysomos Expion is best suited, in my opinion, to offices where either you have only one moderator/manager OR where multiple users plan to manage a specific channel. Without live updates, it gets far too complicated for multiple users to manage the exact same workload

Incentivized

• Ad-hoc research. During planning phase of a campaign it is a helpful tool to understand the marketplace, key influencers and topics that engage a target demographic.
• Post-event hashtag analysis. Rapid generation of reporting on efficacy of a campaign, key voices, topics that resonated, viral reach and more.
• User interface. Friendly and accessible enough to minimize training needs and enable decentralized access, though we have found some hand-holding is still required to get the most out of the platform.

Incentivized

• It does not provide a visual for volume over time.
• The visuals aren't excellent, and would require an export to create better looking graphics.
• The interface isn't intuitive and sometimes requires clicking around to find things that seem like they should be under a different title.

Incentivized

There are two differentiating features that Sysomos MAP has that the competitor tools I have experienced (Radian6, Meltwater Buzz) did not: user-friendly Boolean queries for searches and near-real-time results. The former is important because, of course, your results are only as good as your search/campaign. With Sysomos, once you master Boolean queries (which isn't terribly difficult) you're set for creating any kind of listening report. I strongly prefer this to the "campaign creator" forms that other services provide. Second, Sysomos MAP returns results almost immediately - like a Google search. So if you get your results and see that you need to tweak your query - no big deal. Or if you have a last-minute request for a client - not an issue. Meltwater can take up to 48 hours for a search to fully populate. This is a major issue if you get your full set of results back and see that you need to adjust the query; you're looking at another two days of wait time. A long wait on results can also prove problematic in agency settings where clients or prospective clients often need results with a quick turnaround.

The product is very easy to use. The platform is visual and data is easy to read. Boolean construction can sometimes be difficult, but the boolean constructor tool is helpful for boolean beginners. For more experienced boolean constructors, the boolean display at the top is very helpful in identifying where there may be holes in the construction

Not really an availability issue, but concurrency licensing rules mean that only one user can be logged in at a time.

This has not been an issue. It is actually beating TweetDeck when we are tagged within a post that TweetDeck is monitoring.

Unfortunately, we have not had a great experience with customer support from Klear. In the sales process, they were very responsive and helpful, but when onboarded, it definitely changed. We are based in the US and our customer service rep is based in Israel, meaning our work hours barely overlap. Oftentimes we're waiting 24+ hours for a response, and when it's a time-sensitive issue (like the platform not pulling in Instagram Story data) we want it to be resolved as quickly as possible. Klear also has a chat feature for more immediate help, but we've experienced a similar situation there where it takes 12+ hours to get a response and it's usually from our customer service rep. Our rep is very nice, but also doesn't seem very knowledgeable about the platform, and usually can't provide an immediate answer to a question we ask and has to "check with her team."

Incentivized

We had a kick-off training with the whole team where they walked us through the functionality. This was a pretty effective and comprehensive training.

Implementation was so easy I dont even remember it!

Incentivized

We've used Sprout Social & Hootsuite in the past -- and they all stack up pretty evenly. Sysomos has the same features as Sprout or Hootsuite, except their reports and analytics are a little more detailed. Hootsuite has a better social media management software and dashboard though

Incentivized

• Lowered costs and overhead when Expion got introduced as we now use one centralized solution for all of our social media work
• We can finally calculate ROI with ease and understand our campaign performance through proper tracking and analytics
• Competition tracking was never easier

Incentivized