Comm100 vs. Sysomos, now part of Meltwater

I like their support service as well... very responsive and helpful.

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

• We have a live chat icon on the website, so users can easily contact us for instant support.
• Previously, we had to use email as the main contact channel. By using live chat, we found the conversation rate improved a lot, as customers are happier to get instant support.

• Sysomos Heartbeat: the proactive social media monitoring software. The dashboard was efficient and minimalist, and provided detailed reporting on where the social conversation was held for each individual hotel. The rich data and the simplicity of the dashboard made this tool particularly useful and easy to implement -- it was also easier to train new employees with the software.
• Sysomos Heartbeat: We also used it to keep track of any crisis that arose. The tool made it easy to catch any spikes in conversation that would spread rapidly either across one channel or multiple channels.
• Customer Service: Our hotels receive lots of inquiries, requests, payments, and reviews through various social channels. Sysomos helped keep track of them.

Incentivized

• Salesforce integration is good, but is a touch buggy, and is tough to diagnose.
• If you know anything about computers, the training Comm100 provides is remedial.

• Their influencer/klout score algorithm is worthless - it caps out at 10 so the New York Times and Jo Schmo gamer dude and Justin Bieber all have the same score.
• The Boolean builder can be frustrating, it will tell you there is an error, but gives you no indication of where. In a complex string it can take forever to figure out what you messed up.
• Twitter listening only goes back one year. If you ever need to compare something year over year, without anticipating the need in advance and downloading reports, you're screwed.

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.

Super easy to use if you know anything about computers. Comm100 has done a good job of putting together functionality and easy of use for all levels.

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

The system is typically pretty fast and easily accesible. Due to contract restrictions, our team sometimes has issues with overlap in usage (we only have one login to share amongst the team).

If searching over longer time frame, it can take a while to return results. SOmetimes as long as two to three minutes.

Customer support seems pretty good — though we haven't had many issues, our experience with getting them to troubleshoot our Salesforce integration was really the only frustrating part. We had to repeat ourselves a bunch, and the issue never really went away. We just ignored it and moved beyond

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

After a lot of research, Comm100 was our first choice. No other platform seemed as robust or provided us with as much room for growth as Comm100 did/does.

Sysomos MAP is focused on listening (not management of social media accounts - features exist, but these are not the core purpose). It does a great job of measuring open networks, particularly Twitter, and a good job of monitoring mainstream press sites. For the most part it scales well, and the user-interface is relatively user-friendly, which allows us to decentralize use (important for a very large organization). Not the most expensive of the pack either.

Incentivized

• We're relatively new to the Comm100 family, but we feel the positive impact has been in the direct communication — our customers knowing that there's someone on the other end that's helping them out and getting them to the right content.

• 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