Likelihood to Recommend 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.
Read full review If using a desktop, Facebook Business Manage can help integrate and consolidate your workload when managing multiple pages for multiple clients. However, it can also be clunky when trying to use it on the go from a smartphone as the functionality is more limited. For those that sit at desks all day, it's a good program. For those of us that stay mobile, it can be frustrating.
Read full review Pros 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. Read full review Stats and insights, to have data to back up assumptions and actions. Scheduling posts, which is helpful when you can't always post in real time. Messenger, which allows me to interact directly with potential customers. Roles, which allows me to assign an intern to help manage the profile. Ads, which allows me to target and advertise to potential customers. Pixel, which connects my Facebook data with my website. Read full review Cons The UX is pretty clunky. Engagor only loads about 10 mentions per page, so if my team is behind on tagging/mention resolution by a couple of days, for a global brand that can mean an extra week of work. Would be much easier if the user could choose how many mentions show up on their screen. Over the year we have had issues with Engagor's glitches. For example, the user has the capability to publish to a platform (like Facebook, Twitter, etc.) through Engagor as the brand. For a couple of the brands we work on, Engagor would show the update as published as one brand, but would actually publish as another. As an agency that handles social media content/community management for several very large brands, we cannot afford to have accidental status updates despite the author's efforts. This happened several times over the course of our experience with Engagor, to a point that we had to forego this feature for those brands and publish natively through the platform. It has definitely skewed reporting numbers more than once -- for a set time period (i.e. 30 days, our typical monthly reporting period), the stats for a platform will appear very different from how they display on the native platform itself. For example, on occasion Engagor would load numbers from a Facebook fan count during a 30-day period that did not at all match up with the numbers Facebook showed me. This also applies to the number of overall mentions of a brand/account. There is no immediately clear "undo" feature when resolving a mention. There have been times I have bulk-tagged a set of mentions, set all as resolved and then realized that I had made an error, without a very clear way to revert that action. Double mentions have shown up, skewing numbers and sentiment/tagging analytics. The insights/reporting section could definitely be a little more clear in how it explains metrics (or why the user should care to report these metrics). While we have an analyst on our team who is happy to explain these terms, I can see how some of them would not be intuitive at all to a user who doesn't live and breathe social media analytics. Also, the line graphs can be very difficult to read and parse. If the user downloads a line graph to their desktop from Engagor, it doesn't necessarily show all of the information you need, making it necessary to screengrab rather than downloading a higher-quality visual. Read full review The only thing I have noticed is when on my device, it calls out a list of names that have shared your post, and it only shows one. On the computer it will let you scroll down and see all of them. Read full review Likelihood to Renew Both the tool and the support that we receive from the customer service department and the customer success manager makes me likely to renew the use of Engagor.
Read full review Usability I give Facebook Business Manager this rating because how I am able to edit and customize each client location page easily and can add users as needed without any hoops to jump through. I also appreciate the about of reach that Facebook has, so having a tool like this that's easy to use and can be in control of the backed of what people see is so important.
Read full review Support Rating The few times I've had to reach out for ad questions, Facebook Pages customer service is prompt and friendly with their advice. I've never waited longer than 24 hours to get a response, and generally it's just a few hours. They're also quick at removing spam from my Pages when I've needed them to.
Read full review Alternatives Considered Sprout Social is good for smaller accounts with limited traffic. Some insights available but often questionable data. Only picks up direct interaction (i.e. doesn't monitor likes or favourites). Sysomos was used for a while, but spent ages defining search times still producing questionable data. Did not properly monitor Facebook interaction and often did not pick up from that platform at all. Customer service only operated in US time (we are UK) which proved increasingly problematic
Read full review While we looked at different possibilities, it just seemed that this program was designed for our key social media platforms. There really was no point in utilizing a different program when this was designed for these platforms specifically. The mobile app is an added convenience that allows me to manage our social media on the go.
Read full review Return on Investment Better customer service. Better detection of potential crisis on social media which leads to avoiding the crisis or better managing it. Read full review Most of our leads come from Facebook paid marketing. Our business is centered around our content, which allows us to stand out from the completion. Facebook allows us to get the content in front of our audience. Facebook Marketing is so dynamic that it takes loads of trial and error to get to a winning formula. And the errors can be expensive. Read full review ScreenShots