What users are saying about

Adobe Social

39 Ratings

CX Social

14 Ratings

Adobe Social

39 Ratings
Score 6.7 out of 101

CX Social

14 Ratings
Score 6.6 out of 101

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Likelihood to Recommend

Adobe Social

Adobe Social is not well suited to any type of social publishing, reporting or listening, particularly on a large scale within a major enterprise. It can, on occasion, completely fail to do what is asked of it. Customer support is slow and representatives often don't even read the ticket properly and ask questions answered by the ticket.
No photo available

CX Social

Engagor is a very powerful tool for customer care purposes to be able to engage in real-time with your customers. If there are a lot of messages coming in during important peaks throughout, we can easily answer them every 30 seconds.
Engagor isn’t that fit to use for publishing. We mostly use Engagor to reply to messages in real-time. However, for scheduling posts in Engagor, we publish and schedule on the native platform instead.
Kim Castro profile photo

Feature Rating Comparison

Listening/monitoring

Adobe Social
2.4
CX Social
6.9
Boolean keyword searches
Adobe Social
2.2
CX Social
7.6
Filtering out noise/spam
Adobe Social
2.2
CX Social
7.2
Sentiment analysis
Adobe Social
2.2
CX Social
5.1
Broad channel coverage
Adobe Social
3.1
CX Social
7.7

Publishing

Adobe Social
3.3
CX Social
6.5
Content planning and scheduling
Adobe Social
4.2
CX Social
6.5
Audience targeting
Adobe Social
3.3
CX Social
6.8
Content optimization
Adobe Social
2.3
CX Social
6.3
Workflow management
Adobe Social
3.2
CX Social
6.5

Engagement

Adobe Social
2.2
CX Social
6.7
Automated routing and prioritization
Adobe Social
2.2
CX Social
7.0
Customer interaction histories
Adobe Social
2.3
CX Social
6.5
Bulk actions
Adobe Social
2.1
CX Social
6.8

Marketing

Adobe Social
2.1
CX Social
6.6
Lead generation
Adobe Social
2.1
CX Social
6.0
Content marketing
Adobe Social
2.2
CX Social
6.8
Paid media management
Adobe Social
2.1
CX Social
7.3
Campaigns and promotions
Adobe Social
2.2
CX Social
6.4

Channel coverage/integration

Adobe Social
3.0
CX Social
7.5
Twitter
Adobe Social
4.3
CX Social
8.2
Facebook
Adobe Social
3.3
CX Social
7.9
LinkedIn
Adobe Social
3.1
CX Social
7.7
Google+
Adobe Social
3.2
CX Social
7.2
Instagram
Adobe Social
3.0
CX Social
7.2
Pinterest
Adobe Social
3.0
CX Social
7.0
YouTube
Adobe Social
1.2
CX Social
7.5

Reporting/analytics

Adobe Social
2.2
CX Social
7.1
Campaign success analytics
Adobe Social
2.3
CX Social
6.6
Real-time tracking
Adobe Social
2.2
CX Social
7.5
Competitor analysis
Adobe Social
2.2
CX Social
7.3

Account management

Adobe Social
2.6
CX Social
7.0
Role-based user permissions & privileges
Adobe Social
3.2
CX Social
8.0
Mobile access
Adobe Social
2.0
CX Social
6.1

Pros

  • Publishing capabilities
  • Moderation Dashboards
  • Customized Dashboard Feeds
No photo available
  • Real-time mention tracking is a must these days. Quick responsiveness is critical on many social media platforms, especially on Twitter.
  • Fast and helpful support via Engagor chat and messages helps a LOT! I think the longest wait time was about 40 seconds for me. My workflow never gets disrupted because of idle sessions.
  • Automations can help you a lot. Automated "recipes" are great tools for decreasing your agents' workload, and there are many customizable settings for them.
Péter Sörös profile photo

Cons

  • Tracking keywords: you have to know the keywords you want to track prior getting data on them. (ie. no retroactive data renders) In the fast paced world of social media where things change on a dime, this is an antiquated approach.
  • Very difficult to navigate and get up and running. Although I'd used similar community management and analytics systems before Adobe Social, it took 3 - 4 months to my team up to speed on the core features and functionality. Several other depts that had intended to use it gave up as a result of the difficulty.
  • The Mobile experience is horrendous. The service is inaccessible on mobile. So for posting it's atrocious.
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  • We're very focused on customer care so we'd like to have a ticketing feature built-in Engagor. Right now this is not possible but they offer an integration with Zendesk.
  • We offer customer support, not only by Twitter, Facebook or Google+ but also through email, chat and messaging apps. We'd like to have all our channels integrated in the same place so we can compare channels but right now this is not on the roadmap because they're very focused on being the best working tool with social media channels.
  • Measuring times between actions and who performed concrete actions is very important to us. Right now Engagor lacks on this but they're currently solving it because it's in their roadmap and they're working hard on it.
Manuel Zafra profile photo

Likelihood to Renew

Adobe Social5.4
Based on 11 answers
I wasn't in charge of making the actual management decision, but I would absolutely renew Adobe Social. As I mentioned, it provides strong and in-depth analytics and listening tools. The reports that it generates are very thorough and easy to read. I loved the platform and would recommend it to anyone
Robert Randle profile photo
CX Social7.6
Based on 9 answers
The only scenario where we do not renew our contract would be the arrival of an unexpected - and amazing - offer from a competitor, with a competitive set of functions (especially one function: automatic sentiment analysis in Hungarian language). Our current requirements are satisfied, with additional room for improvement (at our side). We also expect great developments from the recent Clarabridge acquisition as well.
Péter Sörös profile photo

Usability

Adobe Social2.1
Based on 2 answers
Social moves at the speed of light, Adobe Social doesn't. I found posting via the system very cumbersome.
Sandy Adam profile photo
CX Social8.2
Based on 1 answer
No answer on this topic is available.

Support

Adobe Social8.0
Based on 1 answer
The Adobe support team is really helpful. We have recently gone through a number of account reps since our favorite rep was promoted off of our account, so we are hoping for better service in our newest rep.
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No score
No answers yet
No answers on this topic

Online Training

Adobe Social6.0
Based on 1 answer
Training was long and a little confusing. While a number of features carried over, they were still covered in this elongated training. It would have been nice to have training tailored to experience level with the product.
No photo available
No score
No answers yet
No answers on this topic

Implementation

Adobe Social5.0
Based on 1 answer
The implementation was done during our POC. We had a very mixed experience here, and have had some issues arise since based on the way the tool was implemented. An Adobe employee went ahead and made a change to our account that was unauthorized (helpful for our implementation) which caused issues in on boarding another team who needed the same change, but could not get it done without costly Adobe certification
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No score
No answers yet
No answers on this topic

Alternatives Considered

I use Social Studio currently at my job and I believe both are very similar products. Adobe Social has stronger analytics, including revenue and leads generated. Social Studio's layout is a little easier to navigate. Although it has its bugs too. Overall both platforms are great, but I definitely give an edge to Adobe Social in analytics
Robert Randle profile photo
Smooth interface, pricing
Mathieu Pereira profile photo

Return on Investment

  • Adobe Social allows us to insert our clients into online conversations related to their brand.
No photo available
  • Time saving
  • More time for analysis
Mathieu Pereira profile photo

Pricing Details

Adobe Social

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

CX Social

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