What users are saying about

Adobe Social

39 Ratings
Score 6.7 out of 101

Lithium Social Media Management

43 Ratings
Score 8 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.
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Lithium Social Media Management

I highly recommend Lithium SMM for large social customer service teams or organizations that are looking to build/grow their teams. The use of automation to route inbound posts to appropriate work queues allows us to let the system to much of the routing work for us, allowing our Representatives to focus on providing timely responses to our Customers.
Rob Hahn profile photo

Feature Rating Comparison

Listening/monitoring

Adobe Social
2.4
Lithium Social Media Management
Boolean keyword searches
Adobe Social
2.2
Lithium Social Media Management
Filtering out noise/spam
Adobe Social
2.2
Lithium Social Media Management
Sentiment analysis
Adobe Social
2.2
Lithium Social Media Management
Broad channel coverage
Adobe Social
3.1
Lithium Social Media Management

Publishing

Adobe Social
3.3
Lithium Social Media Management
Content planning and scheduling
Adobe Social
4.2
Lithium Social Media Management
Audience targeting
Adobe Social
3.3
Lithium Social Media Management
Content optimization
Adobe Social
2.3
Lithium Social Media Management
Workflow management
Adobe Social
3.2
Lithium Social Media Management

Engagement

Adobe Social
2.2
Lithium Social Media Management
Automated routing and prioritization
Adobe Social
2.2
Lithium Social Media Management
Customer interaction histories
Adobe Social
2.3
Lithium Social Media Management
Bulk actions
Adobe Social
2.1
Lithium Social Media Management

Marketing

Adobe Social
2.1
Lithium Social Media Management
Lead generation
Adobe Social
2.1
Lithium Social Media Management
Content marketing
Adobe Social
2.2
Lithium Social Media Management
Paid media management
Adobe Social
2.1
Lithium Social Media Management
Campaigns and promotions
Adobe Social
2.2
Lithium Social Media Management

Channel coverage/integration

Adobe Social
3.0
Lithium Social Media Management
Twitter
Adobe Social
4.3
Lithium Social Media Management
Facebook
Adobe Social
3.3
Lithium Social Media Management
LinkedIn
Adobe Social
3.1
Lithium Social Media Management
Google+
Adobe Social
3.2
Lithium Social Media Management
Instagram
Adobe Social
3.0
Lithium Social Media Management
Pinterest
Adobe Social
3.0
Lithium Social Media Management
YouTube
Adobe Social
1.2
Lithium Social Media Management

Reporting/analytics

Adobe Social
2.2
Lithium Social Media Management
Campaign success analytics
Adobe Social
2.3
Lithium Social Media Management
Real-time tracking
Adobe Social
2.2
Lithium Social Media Management
Competitor analysis
Adobe Social
2.2
Lithium Social Media Management

Account management

Adobe Social
2.6
Lithium Social Media Management
Role-based user permissions & privileges
Adobe Social
3.2
Lithium Social Media Management
Mobile access
Adobe Social
2.0
Lithium Social Media Management

Pros

  • Adobe Social lacks strengths, as I believe Adobe themselves have acknowledged, given their decision not to continue support or development. But if I need to list three strengths, the first would be it can publish to some social media platforms with a success rate of over 50%. If that's a strength.
  • It has workflow processes, but they are over-complicated and poorly designed.
  • It has some basic analytics, but Adobe consultants usually recommend referring to Adobe Analytics instead. Which is great if you actually use Adobe Analytics.
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  • The tool is extremely user friendly which has been so important for us. Our community manager roles are relatively high turnover and being able to train both agents and experts quickly and easily is so beneficial.
  • Adding or removing tags is very easy and gives us the flexibility our organisation needs to constantly update what we are reporting on.
  • The expert function gives the team the ability to resolve a case in one place, making the process far more efficient.
  • Templates are really easy to add, which is again very important for an organisation of our size. Having templates that are easy to search for and add is another function driving efficiencies for us.
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Cons

  • Very poor reporting features
  • Product is very rarely updated with new features
  • Feels like a Beta product
Chris Cartwright profile photo
  • When raising bugs with the Lithium support team it can often take a long time for the issue to be resolved.
Liam Woods 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
Lithium Social Media Management9.1
Based on 3 answers
We just renewed our contracted with LSW and committed to a two year agreement instead of a one year agreement. This speaks to the confidence we have in the product and the employees who create the feature enhancements. This is one of the few companies that allows engineers or management teams to speak right to the customer without going through their sales rep or company contact. The innovation that comes out of this group is nothing short of amazing. We had a special project that we needed to have completed for the SOCHI Olympics and sure enough Lithium was up for the task. They created an early warning system that is now being used throughout the company. I am extremely happy with the product and firmly believe you would be too if you gave them a chance. They truly understand multiple setups and business needs and functions
Bill Gerth 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
Lithium Social Media Management8.6
Based on 2 answers
• The UI is extraordinarily well designed. Particularly in the analytics area, the charts and graphs are beautiful. Not only are they amazing visually, but they make trends and actionable data instantly apparent.
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Reliability and Availability

Adobe Social7.0
Based on 1 answer
No answer on this topic is available.
Lithium Social Media Management9.0
Based on 2 answers
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Performance

Adobe Social5.0
Based on 1 answer
No answer on this topic is available.
Lithium Social Media Management9.0
Based on 2 answers
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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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Lithium Social Media Management9.0
Based on 2 answers
The company executive we have been working with has provided excellent support and has been highly responsive.
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In-Person Training

No score
No answers yet
No answers on this topic
Lithium Social Media Management9.0
Based on 2 answers
The team received training (from the same executive team member who has been supporting us) over the web and this was of very high quality.
No photo available

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.
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Lithium Social Media Management7.3
Based on 1 answer
No answer on this topic is available.

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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Lithium Social Media Management9.0
Based on 2 answers
I was very satisfied. It was very smooth as they know what they are asking for. The requirements gathering was smooth. It was a short cycle. Deployment just took a couple of weeks.

After doing a deployment and a release, my recommendations would have been to mine more of our tags, words that I’m looking for, i.e. to pull in a bigger vocabulary from our historical cases of searchable words and phrases. When we eventually did this, it made the system run so much better. We just sucked it out of old cases and run a report which dumps into spreadsheet
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Alternatives Considered

Originally started with Radian 6 for social listening, however, it requires way too much hands-on time for small teams. Again, a robust systems for large B2C and ecommerce sites.
Sandy Adam profile photo
Hootsuite, Percolate and Salesforce have been reviewed or used in the past. The main benefit of Lithium social management is it is a platform that has been built from the ground up focused on customer service.
Yannick Pierre profile photo

Return on Investment

  • Adobe Social allows us to insert our clients into online conversations related to their brand.
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  • We are in pilot mode today with a limited roll-out but it has already saved us 2 FTEs. We used to have 3 FTEs monitoring social media activity and we’ve been able to reduce to 1. Right now we are only processing c. 100 social media interactions on a monthly basis, but without filtering we would have 100+/day to review.
  • A better customer experience. Customers are so astounded/ pleased/ surprised – our street cred goes up. In our market, customers venting in the support channel are not necessarily expecting a response yet, however when you do reach them, they like it. They are a little surprised that you can find out who they are, but most like to be found. Many have blogs. Every once in a while, they go dark but no one has complained about breaking privacy.
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Pricing Details

Adobe Social

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

Adobe Social More Information

Lithium Social Media Management

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Additional Pricing Details
Pricing is variable based on the needs of the customer.

Lithium Social Media Management More Information