What users are saying about
3 Ratings
3 Ratings
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Score 9 out of 100
145 Ratings
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Score 6.9 out of 100

Likelihood to Recommend

Crisp

At $95 per month for unlimited seats, it's the cheapest solution for both support and marketing/sales teams if you need multiple seats. At the same time, everything works so smoothly and efficiently that you'd never believe it is such a cheap tool. Small teams could leverage their Free plan or the Pro tier, however, to get access to advanced features like chatbots or CRM integrations you'd need to get the unlimited package. Magic Browsing is another top feature that allows support teams to see what the client is doing on the website and guide him through the needed steps to troubleshoot any issues
Dennis Maksymov | TrustRadius Reviewer

Salesforce Social Studio

If you have to manage a great volume of mentions and you don't require a specific model of dashboard, or if you don't have the budget for a AI based platform, this is a very good option that could cover your needs. Also great if you have to manage a great volume of users and projects, to have the flexibility and agility to setup your own monitoring
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Listening/monitoring

Crisp
Salesforce Social Studio
8.0
Boolean keyword searches
Crisp
Salesforce Social Studio
8.0
Filtering out noise/spam
Crisp
Salesforce Social Studio
8.0
Sentiment analysis
Crisp
Salesforce Social Studio
8.1
Broad channel coverage
Crisp
Salesforce Social Studio
8.1

Publishing

Crisp
Salesforce Social Studio
9.5
Content planning and scheduling
Crisp
Salesforce Social Studio
10.0
Audience targeting
Crisp
Salesforce Social Studio
9.9
Content optimization
Crisp
Salesforce Social Studio
8.0
Workflow management
Crisp
Salesforce Social Studio
9.9

Engagement

Crisp
Salesforce Social Studio
8.6
Automated routing and prioritization
Crisp
Salesforce Social Studio
10.0
Customer interaction histories
Crisp
Salesforce Social Studio
8.1
Bulk actions
Crisp
Salesforce Social Studio
7.8

Marketing

Crisp
Salesforce Social Studio
5.5
Lead generation
Crisp
Salesforce Social Studio
5.0
Content marketing
Crisp
Salesforce Social Studio
5.0
Paid media management
Crisp
Salesforce Social Studio
5.0
Campaigns and promotions
Crisp
Salesforce Social Studio
7.0

Channel coverage/integration

Crisp
Salesforce Social Studio
7.2
Twitter
Crisp
Salesforce Social Studio
8.0
Facebook
Crisp
Salesforce Social Studio
8.1
LinkedIn
Crisp
Salesforce Social Studio
8.1
Google+
Crisp
Salesforce Social Studio
6.8
Instagram
Crisp
Salesforce Social Studio
5.1
Pinterest
Crisp
Salesforce Social Studio
6.5
YouTube
Crisp
Salesforce Social Studio
8.0

Reporting/analytics

Crisp
Salesforce Social Studio
9.0
Campaign success analytics
Crisp
Salesforce Social Studio
10.0
Real-time tracking
Crisp
Salesforce Social Studio
9.9
Competitor analysis
Crisp
Salesforce Social Studio
7.1

Account management

Crisp
Salesforce Social Studio
9.0
Role-based user permissions & privileges
Crisp
Salesforce Social Studio
8.0
Mobile access
Crisp
Salesforce Social Studio
10.0

Pros

Crisp

  • Intuitive chatbot functionality
  • Unlimited number of live agents at one fixed price
  • Real-time assistance with cobrowsing feature
  • A decent number of integrations with popular tools
Dennis Maksymov | TrustRadius Reviewer

Salesforce Social Studio

  • The amount of the information that radian6 can pull from multiple social platforms is absolutely phenomenal. Its just not only the pull but the way the information can be presented in dashboards was way good. It helped us understand in various aspects of our social presence.
  • Multiple profiles helped us to break down the Big/Huge social buzz cloud to smaller and more manageable pieces. This helped us concentrate on the lows and helped us to plan better on turning them to highs.
  • Radian6 allowed us to follow thru the crowd trends with the latest information presented in a single view. This also helped us to collect the social opinion on the product releases.
  • The ease of use, one need not be an expert to start using this platform. The interface is easily understandable by anyone.
  • A keyword can be edited quickly to tailor the needs and the results were quick.
Mahesh Aluvala | TrustRadius Reviewer

Cons

Crisp

  • Number of native integrations could be bigger
  • Additional features for improving conversions like popup banners or guided tours to allow clients to combine multiple tools into one (like Intercom does)
Dennis Maksymov | TrustRadius Reviewer

Salesforce Social Studio

  • Jack of all trades, master of none: OK so this might sound a bit harsh, but while the tool accomplished three similar functions competently, and all under one bonnet, the fact that none of them are outstanding in functionality and capability in my book that also counts as a weakness, regardless of the fact they are all combined in one software suite. It would seem that Salesforce needs to think more carefully about who the target user audience is here - publishers, sellers and marketers, or insight types who work with the content - it's a bit lacklustre in all three areas
  • Simplicity vs total control: I mentioned previously that it has a very intuitive, accessible and 'simplistic' (in a good way) UI which makes getting to grips with the tool great for early adopters. BUT with this comes the downfall that it is rather simplistic, and the rich functionality that is available in other platforms is just not seen here. For example, the engagement scores for competitor brands (not client / owned brands) are not available, meaning you can't do deeper dive analysis on content performance for rival organizations. The ability to only export content in 90 day chunks is also frustrating
  • For such a large organisation, think about how much support you're going to need from Salesforce. You might have to be prepared to wing it on your own
Jeremy Cowles | TrustRadius Reviewer

Likelihood to Renew

Crisp

No score
No answers yet
No answers on this topic

Salesforce Social Studio

Salesforce Social Studio 4.4
Based on 39 answers
I spent a lot of time researching the right platform for me and our organisation (thanks to the other reviews on TrustRadius also). Having used other platforms when I found frustrations getting my everyday work done, I knew exactly what I wanted and this is why I chose Social Studio. While there have been a few hiccups, the quarterly update releases and the outstanding tech support have kept me more than happy.
Nicole Swanson | TrustRadius Reviewer

Usability

Crisp

No score
No answers yet
No answers on this topic

Salesforce Social Studio

Salesforce Social Studio 8.0
Based on 11 answers
• Would rate this a 6. The User Interface is pretty intuitive, but the platform was still considered pretty intimidating by our non-technical staff when they first saw it. It took a while to get used to it and feel comfortable. There was quite a lot of setup work in the beginning (for example, we had to build our own reports using a canned report as a template, and this was not simple). Although it took a while to get it setup correctly, it’s quite intuitive once that work has been done.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Crisp

No score
No answers yet
No answers on this topic

Salesforce Social Studio

Salesforce Social Studio 9.6
Based on 10 answers
The platform is rarely down
Anonymous | TrustRadius Reviewer

Performance

Crisp

No score
No answers yet
No answers on this topic

Salesforce Social Studio

Salesforce Social Studio 8.4
Based on 10 answers
No issues with performance.
Anonymous | TrustRadius Reviewer

Support Rating

Crisp

No score
No answers yet
No answers on this topic

Salesforce Social Studio

Salesforce Social Studio 5.1
Based on 25 answers
I don't remember having to reach out to support quite often when working with Radian6. However, before I started in that position working with the platform, my manager relayed to me that the customer support for Radian6 and Salesforce overall was quick and efficient, and that they usually got back to him within a day or so
Anonymous | TrustRadius Reviewer

Online Training

Crisp

No score
No answers yet
No answers on this topic

Salesforce Social Studio

Salesforce Social Studio 7.6
Based on 6 answers
• We initially received dedicated online training for our team which was delivered by our account rep. This was pretty effective since it happened after our data had been loaded into the system and it had been configured for specific needs our organization. The training was perhaps a bit shallow though, as it was only an hour long. Online videos are available to be taken individually, and these have been useful.
Anonymous | TrustRadius Reviewer

Implementation Rating

Crisp

No score
No answers yet
No answers on this topic

Salesforce Social Studio

Salesforce Social Studio 5.0
Based on 14 answers
Implementation was pretty simple. Just a matter of giving the account rep a list of our search terms and having him set the system up to pull the data we wanted to see. Once this had been done, we tweaked it with his help. Process was pretty smooth, although there was some back and forth until it worked the way we wanted.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Crisp

Crisp has fewer auxiliary features that Intercom (popup builder and guided tours is something that comes to mind), however [I feel it] has MUCH better pricing tiers. It does 95% of things Intercom can do at 5% of the price.Both Drift and Freshworks provide similar solutions which are more expensive, but also have technical issues, which resulted in poorer performance of our website
Dennis Maksymov | TrustRadius Reviewer

Salesforce Social Studio

We do not make the decision for tools in most cases, however Social Studio does out-weigh all other tools on the Social Listening aspect. It is not just key-words the way most tools are. This also allows you to personalize the source, including magazines, forums etc web-wide. It also allows you to narrow down geographical information and languages.
Anonymous | TrustRadius Reviewer

Return on Investment

Crisp

  • Radically increased conversion rates due to proactive chat bots
  • Increased customer satisfaction due to stellar support (built in screen share saves a ton of time for troubleshooting, unlimited number of agents helps to improve response times etc)
  • Saved hours of time of support team
Dennis Maksymov | TrustRadius Reviewer

Salesforce Social Studio

  • I would actually say that Radian6 decreased our efficiency as a team because it took so much time and effort to train people on how to use it.
  • Radian6 helped us understand the overall sentiment of our brand. This gave us great insight and helped us structure our online customer service strategy.
Anonymous | TrustRadius Reviewer

Pricing Details

Crisp

General

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

Crisp Editions & Modules

Additional Pricing Details

Salesforce Social Studio

General

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

Salesforce Social Studio Editions & Modules

Edition
Basic$1,000.001
Pro$4,000.001
Corporate$12,000.001
Enterprise$40,000.001
  1. Per Org Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Crisp
10.0
Salesforce Social Studio
9.0

Likelihood to Renew

Crisp
Salesforce Social Studio
4.4

Usability

Crisp
Salesforce Social Studio
8.0

Reliability and Availability

Crisp
Salesforce Social Studio
9.6

Performance

Crisp
Salesforce Social Studio
8.4

Support Rating

Crisp
Salesforce Social Studio
5.1

In-Person Training

Crisp
Salesforce Social Studio
10.0

Online Training

Crisp
Salesforce Social Studio
7.6

Implementation Rating

Crisp
Salesforce Social Studio
5.0

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