TrustRadius Top Rated Social Media Management Badge for Enterprise 2015


Social Media Management Software

Software Profile & Review Summary

Viralheat is a highly rated social media management tool that is used across a variety of different use cases, including lead generation, crisis management, recruiting, influencer identification, monitoring, and content marketing. They appear to have recently re-positioned as an enterprise-level tool; several SMB reviewers say they can only afford the tool because of legacy customer pricing.

Viralheat is used across a variety of industries, including Internet, IT services, technology, agencies, retail and telecommunications.

Clients include Deutsche Telekom HBS (T-Mobile), Men's Wearhouse, Northwest University, and Anametrix, according to Viralheat's website.

Read a TrustRadius interview with Viralheat's CEO.

*Vendor provided
Best used for: All-in-one social media management; Lead generation
Not as strong for: Customized reporting
Most often compared to: Hootsuite Enterprise
Customer focus: Small businesses
Customer recommend: Ask for a custom demo in your use case
Channels covered*: Twitter, Facebook, Pinterest, Instagram, LinkedIn, Google+, Wordpress, Tumblr, YouTube, Foursquare, Glassdoor, Yelp, forums, websites, news, videos, RSS feed and blogs

Viralheat Customer Distribution

Viralheat Customer Distribution Pie Chart Source: (22) User reviews of Viralheat on TrustRadius

Aggregate User Ratings of Viralheat on TrustRadius

Source: (22) User reviews of Viralheat on TrustRadius
Rating Attribute Viralheat # of Reviewers Contributing to Rating Average SMMS Category Average
Likelihood to recommend 9.2 22 8.0
Likelihood to renew 9.4 21 7.6
Product usability 10 2 7.9
Product availability 10 2 9.2
Product performance N/A N/A 8.3
Support 9.7 3 8.5
In-person training N/A N/A 8.8
Online training N/A N/A 7.9
Implementation satisfaction 9.5 2 8.1
Analytics & Insight 9 1 8.3
Data Collection 9 1 7.8
Publishing 10 1 8.7
Engagement 10 1 7.9

Summary of Viralheat Reviews

Source: (22) User reviews of Viralheat on TrustRadius
Viralheat Pros Viralheat Cons
Usability and easy setup
Users say the platform is easy to use and implement. Many say their accounts were up and running within a day.
More integrations and channel coverage
Users like the integrations available with, Sugar CRM, Marketo and Zendesk, and they would like to see additional integrations with other enterprise-level software. Users also would like to see better coverage on additional social channels like Pinterest and Instagram.
Note: The company says coverage for Instagram is as complete as possible, given what Instagram allows.
Solid all-in-one tool
Many Viralheat customers leverage the tool for multiple use cases, including research, publishing, responding to customers, finding influencers, lead generation, monitoring employees, and reputation management. One aspect not covered by Viralheat is social paid advertising.
Stronger at listening than publishing
Though Viralheat is a strong all-in-one tool, users say some of its publishing capabilities could be improved. For example, users would like to see a calendar view of scheduled content, a media library, and more intuitive scheduling and tagging.
Analytics and reporting
Users say Viralheat provides insightful analytics that help identify trends, measure the ROI of social endeavors, and find influencers. Data and reports can be exported into Excel spreadsheets for further manipulation. Users also like the sentiment analysis and the ‘Human Intent’ analysis, which helps identify new prospects and can even be trained.
More customizable analytics
Users would like to be able to create custom reports, for example, selecting a particular dataset for the report or creating individual reports for different business units using the tool.
Unlimited mentions
Users like paying a flat fee rather than having a limit to the number of mentions they can track.
Lack of SMB pricing
While many users feel Viralheat offers competitive pricing, some SMB or individual users say they can only afford the tool because of legacy pricing. They recommended Viralheat offer a smaller plan level for new customers as well.
Customer support
Representatives are responsive and knowledgeable, and help ensure customers are set up properly.

Viralheat Response to Reviewer Feedback

Viralheat is the only social management platform with patented Sentiment and Human intent technology, to provide enterprises with lead identification via powerful predictive social analytics. Viralheat are SEC and FINRA compliant to support financial institutions.

Viralheat has vast channel coverage and now supports Glassdoor and Yelp besides other social platforms. Since we are constantly improving our product features, we are in the process of introducing additional powerful metrics in our reports and analytics dashboards.

Additionally, Viralheat has enhanced its Publishing capabilities to include features such as approval chains, bulk scheduling of posts, location and language targeting to name a few. We take our users' feedback very seriously, as a result of which, Content Calendar, Content Library features are being released Q1.