Salesforce Social Studio

Social Media Management Software

Software Profile & Review Summary

Salesforce acquired Radian6, a listening-focused tool with an engagement console, in 2011, and Buddy Media, a social media marketing platform, in 2012. In May 2014, Salesforce launched Social Studio, a new product that offered the social publishing and engagement features of Buddy Media together with the social listening features of Radian6. Social Studio is part of the Salesforce Marketing Cloud, and is the primary social media management product that Salesforce is developing and marketing today. It includes publishing, engagement, listening and social care functions.

Because Social Studio is a relatively new product, there are not enough reviews of Social Studio on TrustRadius to effectively evaluate the product. However, there are many reviews of Buddy Media and Radian6, which are both underlying components for Social Studio. View Social Studio ratings and reviews here.

Some of Social Studio's customers include ADP, Aetna, McDonalds, JetBlue, Kellogg's, Kia, and Symantec.

TrustRadius Top Rated Social Media Management Badge for Enterprise 2015

Buddy Media

According to Salesforce, Buddy Media is no longer available for purchase separately from Social Studio. However, we are including a profile of the product, as it is an underlying component of Social Studio.

Per to the mix of reviews on TrustRadius, about 60% of Buddy Media customers are consultants/agencies. Non-agency customers span disparate industries, including sports, IT and services, staffing and recruiting, and broadcast media.

*Vendor provided
Best used for: Facebook tab creation
Not as strong for: Social intelligence
Most often compared to: Hootsuite Enterprise
Customer focus: Agencies; Enterprises
Channels covered*: Twitter, Facebook, Google+, LinkedIn, Sina Weibo, Tencent Weibo; Listen-only: WordPress, Tumblr, YouTube, Vimeo, LiveJournal, Flickr, Yelp, Digg, Slideshare, Vine, Reddit, stumbleUpon, Quora, 2ch, RenRen, Blogs (proprietary technology), Discussion Forums, Public Communities (e.g. Chatter, Lithium), Mainstream news sites, Comments, 450+ rich media sites (video), Buy/Sell sites (e.g. eBay, Craigslist), RSS feeds, 650+ million different sources; Additional channels on roadmap: Instagram, Pinterest, FourSquare

Buddy Media Customer Distribution

Buddy Media Customer Distribution Pie Chart Source: (13) User reviews of Buddy Media on TrustRadius

Aggregate User Ratings of Buddy Media on TrustRadius

Source: (13) User reviews of Buddy Media on TrustRadius
Rating Attribute Buddy Media # of Reviewers Contributing to Rating Average SMMS Category Average
Likelihood to recommend 7.1 13 8.0
Likelihood to renew 6.5 12 7.6
Product usability 10 1 7.9
Product availability 10 1 9.2
Product performance 8 1 8.3
Support 10 1 8.5
In-person training 10 1 8.8
Online training 10 1 7.9
Implementation satisfaction 10 1 8.1
Analytics & Insight N/A N/A 8.3
Data Collection N/A N/A 7.8
Publishing N/A N/A 8.7
Engagement N/A N/A 7.9

Summary of Buddy Media Reviews

Source: (13) User reviews of Buddy Media on TrustRadius
Buddy Media Pros Buddy Media Cons
Usability
Buddy Media is easy to use and has an intuitive user interface.
Integration with Radian6 and Salesforce.com
Users say the tool is not integrated well with Radian6, yet they must purchase both products. Users also say the integration with Salesforce.com could be improved.

Note: This area for improvement may have changed with Social Studio, which combines the two platforms and is integrated with Salesforce.com.
Facebook app/tab creation
It's easy to build Facebook apps, tabs, sweepstakes and polls to increase fan engagement.
Pricing structure
Users say pricing is based on number of social accounts, which is limiting to mid-size companies.
Analytics
The dashboards and analytics are helpful in evaluating campaign performance and optimizing campaigns.
Customer support
After the acquisition, response time from the support team as well as account management became slow. In addition, training could be improved.

Salesforce/Buddy Media Response to Reviewer Feedback

In May 2014, Salesforce delivered a new SMMS product, Salesforce Social Studio, with the social publishing features of Buddy Media and the social listening features of Radian6.

Social Studio, being only 7 months old, does not yet have the number of TrustRadius reviews that older SMMS product may have. However, the product is used by a number of Fortune 500 brands, including ADP, Aetna, JetBlue, and Symantec. In addition, McDonald's has used Social Studio to deploy more than 14,000 pages on Facebook, the largest brand deployment on Facebook.

Radian6

According to the mix of reviews on TrustRadius, about 40% of Radian6 customers are consultants/agencies. Other customers span several industries, including computer software, higher education, IT and services, retail, and consumer goods.

*Vendor provided
Best used for: Twitter searching and monitoring
Not as strong for: Publishing and engagement
Most often compared to: Hootsuite Enterprise
Customer focus: Enterprises
Customers recommend: Take advantage of the training course and tutorials before getting started
Channels covered*: Twitter, Facebook, Google+, LinkedIn, Sina Weibo, Tencent Weibo; Listen-only: WordPress, Tumblr, YouTube, Vimeo, LiveJournal, Flickr, Yelp, Digg, Slideshare, Vine, Reddit, stumbleUpon, Quora, 2ch, RenRen, Blogs (proprietary technology), Discussion Forums, Public Communities (e.g. Chatter, Lithium), Mainstream news sites, Comments, 450+ rich media sites (video), Buy/Sell sites (e.g. eBay, Craigslist), RSS feeds, 650+ million different sources; Additional channels on roadmap: Instagram, Pinterest, FourSquare

Radian6 Customer Distribution

Radian6 Customer Distribution Pie Chart Source: (26) User reviews of Radian6 on TrustRadius

Aggregate User Ratings of Radian6 on TrustRadius

Source: (26) User reviews of Radian6 on TrustRadius
Rating Attribute Radian6 # of Reviewers Contributing to Rating Average SMMS Category Average
Likelihood to recommend 7 26 8.0
Likelihood to renew 6.3 26 7.6
Product usability 6.7 6 7.9
Product availability 9.3 4 9.2
Product performance 8.5 4 8.3
Support 6.3 6 8.5
In-person training N/A N/A 8.8
Online training 7.2 5 7.9
Implementation satisfaction 8.2 5 8.1
Analytics & Insight N/A N/A 8.3
Data Collection N/A N/A 7.8
Publishing N/A N/A 8.7
Engagement N/A N/A 7.9

Summary of Radian6 Reviews

Source: (26) User reviews of Radian6 on TrustRadius
Radian6 Pros Radian6 Cons
Categorization of data/ability to data-mine
Users like the ability to categorize data in multiple ways, including by tag, channel, sentiment, priority, engagement level, classification level, and team member assignment. They like the ability to view data in various ways, drill down to get insights, and create visual presentations of data.
Expensive; limiting pricing structure
Pricing plans are based on the number of mentions pulled in, number of users, and number of topic profiles, which customers find limiting. Many say the product is expensive in general, and expensive to scale because of the pricing structure.

Note: Salesforce says pricing is now almost exclusively based on mentions. Number of users and topic profiles are no longer pricing levers.
Usability
Though Radian6 can take time to configure properly, some say the platform is easy to navigate and can be used by both technical experts and novices. Users like the ability to set up shortcut buttons to perform multiple actions at once.
Takes time to implement and configure properly
Many users say the product is difficult to get up and running and configure properly, and requires time and training to learn. However, once it's set up properly, users generally say it's intuitive.
Languished after Salesforce acquisition
Some users say Radian6 became slow and clunky, and that the level and quality of customer support diminished after the acquisition.
Filtering
Users are divided on the tool's ability to filter out noise or unwanted data. Some say it's easy to filter out clutter with “Do Not Include” keywords. Others say a lot of spam data is returned, and that the query search options are limited to 'AND', 'OR' and 'NOT' and therefore aren't complex enough to produce the right filters.
Channel coverage/breadth of data
Users are divided on this. Some say Radian6 captures data from a broad array of sources and consistently produces the largest volume of data returned. Others would like to see improved access to channels such as Pinterest, LinkedIn, Quora, Instagram, Vine, Amazon reviews, Google+, Feedly and individual websites.

Salesforce/Radian6 Media Response to Reviewer Feedback

In May 2014, Salesforce delivered a new SMMS product, Salesforce Social Studio, with the social publishing features of Buddy Media and the social listening features of Radian6. The social listening module, released in November 2014, leverages the Radian6 listening engine and provides analysis in a new, easy to use, user interface. In addition, Social Studio has a deep integration with the Service Cloud to provide enhanced social customer care used by companies like KLM and Activision.

Usability and initial time to value is a primary focus for the social listening in Social Studio, which was released in November 2014. This is a new user interface that leverages the breadth and depth of the Radian6 platform while offering a new, intuitive user interface.