TrustRadius Top Rated Social Media Management Badge for Enterprise 2015


Social Media Management Software

Software Profile & Review Summary

Brandwatch is a highly rated social listening tool that is used by both agencies and brands. Per the mix of reviews on TrustRadius, about 60% of the software's users are with marketing, advertising, PR, or market research agencies. (Note: the company says this number is actually about 50%.)

Agencies use the tool to manage crises, show the ROI of agency endeavors, calculate the impact of social media campaigns, understand brand sentiment, and perform competitive analyses.

Brandwatch also appears to have relationships with universities wherein students use the tool for research for class projects.

Some of Brandwatch's customers include British Airways, Whirlpool, Pepsico and Dell.

*Vendor provided
Best used for: In-depth social intelligence
Not as strong for: Publishing and high volume engagement
Most often compared to: Radian6
Customer focus: Agencies & brands
Channels covered*: Twitter, Facebook, Google+, WordPress, Instagram, Tumblr, Pinterest, YouTube, Vimeo, LiveJournal, Flickr, Digg, Slideshare, Vine, Reddit, StumbleUpon

Brandwatch Customer Distribution

Brandwatch Customer Distribution Pie Chart Source: (17) User reviews of Brandwatch on TrustRadius

Aggregate User Ratings of Brandwatch on TrustRadius

Source: (17) User reviews of Brandwatch on TrustRadius
Rating Attribute Brandwatch # of Reviewers Contributing to Rating Average SMMS Category Average
Likelihood to recommend 9.1 17 8.0
Likelihood to renew 8 3 7.6
Product usability 8.7 3 7.9
Product availability N/A N/A 9.2
Product performance N/A N/A 8.3
Support 10 1 8.5
In-person training N/A N/A 8.8
Online training N/A N/A 7.9
Implementation satisfaction N/A N/A 8.1
Analytics & Insight 9 14 8.3
Data Collection 9.2 13 7.8
Publishing N/A N/A 8.7
Engagement 8.9 14 7.9

Summary of Brandwatch Reviews

Source: (17) User reviews of Brandwatch on TrustRadius
Brandwatch Pros Brandwatch Cons
Best-in-class querying and filtering
Users say Brandwatch offers the most comprehensive set of Boolean search operators in the business, allowing them to create accurate and refined queries and filter out spam or irrelevant mentions.
Steep learning curve
Though many users praise the tool's interface and usability, some say there is a learning curve, given the power and complexity behind the tool.
Flexible and customizable
Users say the company is good at incorporating customer requiremThe tool is easy to use for novices, yet allows data analysts to set up complex, customized queries and reports. There are useful data visualizations out of the box, but users can also create highly customized dashboards.
Lack of mobile app
Users would like to see a mobile app for the tool.
Breadth and accuracy of data
Users say Brandwatch offers accurate data in real-time, and also covers historical data. Many languages are supported, and demographic data is available on Twitter users. The sentiment analysis works well, and allows users to override the results manually.
Increase coverage of social channels
Generally, users feel like the tool covers a broad range of social channels; however, more is always better. Specifically, users would like to see Instagram, Pinterest, and non-U.S. based networks like Weibo and Renren.
Customer support
Users like the Brandwatch team, as well as the online help resources.
Brandwatch can be expensive for small business users; they'd like to see a small business package.
Not engagement focused
The tool is not as strong in engagement features; however, it does integrate with engagement focused social media management tools like Hootsuite and Spredfast.

Brandwatch Response to Reviewer Feedback

Brandwatch is laser-focused on providing our users with high quality social intelligence, striving to provide not only the most data, or the fastest data, but also the best data. Our social media listening and analytics technology platforms gather millions of online conversations every day to equip users with the tools to analyze all of this valuable social data, and utilize those insights to help them to make smarter, data-driven business decisions.

From campaign tracking to crisis management, Brandwatch Analytics is used by over 1,000 global brands and agencies for numerous use-cases that harness the power of the public's unsolicited online opinion. Social data from Brandwatch is used to help product development teams make adjustments based on consumer feedback and pain points expressed online, execute highly-curated customer service factions on social media, listen to relevant conversations to more accurately and strategically target the right demographics, and so much more.

Brandwatch offers numerous training materials and programs, from video tutorials, to full-day Masterclass sessions, to regular webinars with clients, analysts, and industry experts, including a weekly series called Training Tuesdays to provide a continuous flow of tips, tricks, and training to Brandwatch customers.

We are working regularly forging relationships with new social media data providers around the globe, and strengthening our existing data for an even more in-depth archive of social data. Brandwatch recently acquired PeerIndex, a social influencer data firm, a strategic move that will result in the integration of over 300 million Twitter author profiles, over four years of Twitter author data, and incomparable influencer analysis technology which will add invaluable human insight.