Sysomos Heartbeat

Social Media Management Software

Software Profile & Review Summary

Sysomos offers two social listening/analytics products: Heartbeat and MAP (Media Analysis Platform). According to the Sysomos website, they are based on the same underlying technology, but are designed for different needs: Heartbeat is for day-to-day monitoring, and MAP is for in-depth research.

According to the reviews on TrustRadius, Sysomos Heartbeat is used mostly for reputation and crisis monitoring. Customer industries include agencies, IT and services, transportation, and accounting companies.

Some of Sysomos Heartbeat's customers include Amadeus IT group and Infosys.

*Vendor provided
Best used for: Reputation monitoring
Not as strong for: Deep dive data mining
Most often compared to: Radian6
Customer focus: Agencies; IT and services; Enterprises
Channels covered*: Twitter, Facebook, Google+, LinkedIn, WordPress, Instagram, Tumblr, YouTube, Vimeo, LiveJournal, Flickr, Reddit, Quora, Online news sites, Wikipedia, Daily Motion, Blip.tv, other video sites, Forums, Sohu, Trip Advisor, IMDB

Sysomos Heartbeat Customer Distribution

Sysomos Heartbeat Customer Distribution Pie Chart Source: (7) User reviews of Sysomos Heartbeat on TrustRadius

Aggregate User Ratings of Sysomos Heartbeat on TrustRadius

Source: (7) User reviews of Sysomos Heartbeat on TrustRadius
Rating Attribute Sysomos Heartbeat # of Reviewers Contributing to Rating Average SMMS Category Average
Likelihood to recommend 7.3 7 8.0
Likelihood to renew 7.2 6 7.6
Product usability 7 1 7.9
Product availability 10 1 9.2
Product performance 10 1 8.3
Support 6 1 8.5
In-person training N/A N/A 8.8
Online training N/A N/A 7.9
Implementation satisfaction 8 1 8.1
Analytics & Insight 8 1 8.3
Data Collection 7 1 7.8
Publishing N/A N/A 8.7
Engagement 6 1 7.9

Summary of Sysomos Heartbeat Reviews

Source: (7) User reviews of Sysomos Heartbeat on TrustRadius
Sysomos Heartbeat Pros Sysomos Heartbeat Cons
Usability
The tool is easy to use and requires minimal training. Users can create simple queries to monitor brand mentions.
Not designed for ad-hoc analysis
Users are limited to the data collected through pre-defined queries. The sister product Sysomos MAP is better suited for ad-hoc research and analysis.
Nice visuals
It's easy to create and distribute reports. Dashboards and visuals effectively communicate things like share of voice and overall sentiment.
Customer support
Some users say account management is poor.
Data coverage
Sysomos offers excellent coverage of Twitter, and also covers others like Facebook, some blogs, online journals and conventional media. The product is designed for day-to-day monitoring, so results are real-time.

Sysomos Heartbeat Response to Reviewer Feedback

Ad-hoc analysis: We have some major new features coming out in Q1 of 2015 including the ability to perform ad-hoc search within their existing data sets. Users also have the ability to create customizable dashboards to dive even deeper into their data sets.

Customer support: We are sorry to hear one of our customers had a poor experience. Sysomos takes customer support very seriously. Each customer has a dedicated account team that is there to help with anything from training, training, use cases, benchmarking, and best practices.