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 I really like that I can just go into hootsuite, connect all the our social channels and be able to have a great overview on what our social feeds look like. It's super handy not having to spend time going into each social platform to do the same post, and I can spend one day scheduling out that month's social plan. I much prefer sorting out boosting post from Hootsuite, the only downside is that they have a limit to what you can boost a month so a lot of the time I have to grin and bear it and use Meta Business Suite instead for boosting posts.
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 Scheduling of content. The ease of use for Hootsuite's planner abilities is top of the industry. It is simple and effective in posting content to different channels and accounts. Analytics are superior on Hootsuite. Their custom reports allow you to view very specific KPI's that you can adjust for each channel or account. The reports are also exportable to be used for others in the company. Inbox management. The inbox manager is superior to any in the industry. Hootsuite allows you to tag certain phrases or keywords to better filter messages based on importance or topic. 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 Because of the way algorithms works, we would have loved to be able to automate making a post with no link and posting the first comment with a link (hello LinkedIn) We would have loved an easy way to post from a main account and repost the post for other accounts we administrate, for instance a corporate post reposted by individuals for LinkedIn, or retweets from one main account by child accounts 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 At this time we are satisfied that Hootsuite offers the most of what we are looking for at the most reasonable price point. As the social media landscape and monitoring/scheduling software changes, so do our needs. We re-evaluate our tools semi-annually or as new tools emerge onto the market. If we find at any point that we aren't gaining an advantage, then we are open to switching products.
Read full review Usability Hootsuite is probably the easiest to use social media scheduler of all the ones that I've used. It's been easy to teach clients how to use the software themselves and it can be accessed easily on anyone's phone through their mobile app. Highly recommend for anyone that wants a software that is easy to learn!
Read full review Reliability and Availability Any outages are communicated in advance and have not been a problem. We let our clients know based on communications from HootSuite. Since we operate 24/7 with multiple shifts, planned outages can interfere with our operations, but we can always work around it.
Read full review Performance Hootsuite makes passing on articles from the web very easy- when it works! I have had a number of gliches with Chrome where it does not open properly and the solution (after some toing and froing with support) was to uninstall and reinstall. The support staff are always very helpful (which is great!) but the gliches..... well, they suck when you are already busy!
Read full review Support Rating I can manage all of my accounts on one site! It's absolutely amazing! The dashboard is helpful to see how you are doing as well. Still getting to understand the analytics and may need to reach out for help on this
Read full review In-Person Training Very easy to teach and learn
Read full review Online Training The online training is decent; however, it takes a lot more time to search for answers to my questions. Having a training session with a live person was much more effective as they were able to quickly address the business needs I have.
Read full review Implementation Rating • Combination of vendor and internal. The vendor bumped up our account to the Enterprise version (quite simple and easy) and then set up our organization and team structure. We then had to log in and set up team members and assign members to social media accounts. This was pretty easy to do as they have a great user interface. We simply had to drag and drop people into the correct team giving them access to specific social media accounts.
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 Hootsuite's free account was sufficient for use on behalf of our client. When they restructured their pricing model and eliminated free and affordable subscriptions suitable for a small business, we found that
Zoho Social was an excellent replacement. The interface was simpler and the pricing was affordable and suitable for a small business.
Read full review Scalability We are only using in marketing and have been able to scale.
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 I have been able to evaluate which posts, in general, do well and figure out what types of posts to make (content) It's been harder however to compare on social medial platform compared to another because it's hard to duplicate a post with a new owly (I think you used to be able to) but more so, you also can't assign it a custom owly link so I can see at a glance which owly link was associated with what platform. HEIDI KAY Director of Social Media and Brand Management
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