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12mass

12mass

Overview

What is 12mass?

12mass is a Social Conversation tool enabling brands to engage with a large audience on Twitter and Facebook without compromising the personal touch. Its clustering tool makes search easier and the Multivariable testing allows for optimization of the responses.

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Recent Reviews
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Pricing

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12mass

12mass

N/A
Unavailable

What is 12mass?

12mass is a Social Conversation tool enabling brands to engage with a large audience on Twitter and Facebook without compromising the personal touch. Its clustering tool makes search easier and the Multivariable testing allows for optimization of the responses.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Details

What is 12mass?

12mass Competitors

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Comparisons

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Reviews and Ratings

(7)

Attribute Ratings

Reviews

(1-2 of 2)
Companies can't remove reviews or game the system. Here's why
January 23, 2014

A great product for customer service/community engagement

Verified User
Employee in Marketing
Internet Company, 11-50 employees
Score 9 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
I came across the platform while browsing on Twitter and tried the free trial for own Twitter account and then for my company's. The system smartly grouped all the tweets with similar content and responses can be sent out more personally. We can now respond to all the mentions saying "Thank you" faster and much more personal.
Pros and Cons
  • The smart clustering works wonder and will help you loads in managing a huge number of mentions everyday or reaching out to people who might be interested in your product. The tool cleverly groups similar tweets together even though they don't match word by word. It saves me time everyday responding to tweets with similar content. The nice thing about it is you can customize your responses so you don't sound like a machine, thus the personal touch is still there.
  • 12mass is the only tool that allows you to measure your responses against stipulated metrics like engagement rate, click-through rate and so on, so you know which responses are best welcome by the audience
  • The system gets smarter as you use it, which speeds up the conversations even further.
  • The system is rather bulky and can be complicated for new users to get familiarized with at first. There are a lot of tools to refine your search, which takes a while to understand the logic.
  • It can be a bit slow at times and you'll need to refresh the system and type the search again.
  • Would love to see the statistics being present in a more comprehensive way with a dialog decision tree drawn out.
Likelihood to Recommend
It's best used in customer service, esp for those encountering similar interactions from time to time. Also, you can totally use it to seek opinions from relevant users on a matter regarding your business, the tool is perfect for engaging and crowd-sourcing.
Return on Investment
  • Better customer service and more interactions on twitter for sure! I've seen a huge jump in the interactions since I started using the product. Also, I've established a lot of connections with influencers by asking meaningful questions.
  • It definitely saves time, I don't think you can ever engage with that many people manually.
  • More people are trying our products as we find a fit between their needs and our offerings through engaging with them on Twitter.
Alternatives Considered
Hootsuite is great in managing multiple platforms but it's not exactly a conversation tool. I would say Hootsuite for management, 12mass for engagement.
Likelihood to Renew
9
When you are used to engaging with a lot of people, it's hard and not advisable to reduce the intensity.
Easy Tasks
  • Reach out to more people
  • Respond to more people on a regular basis
Mobile Interface Availability and Impressions
No
Usability
9
It's easy to use, after a while you'll get used to it and find it easy to navigate
January 22, 2014

12mass leverages your efforts and time.

Verified User
Account Manager in Marketing
Medical Devices Company, 11-50 employees
Score 9 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
It's being used by a department, for the whole organization. Our company is classed as an SME. In the field of MedTech where you have to spend a large amount on extra (relative to other industries) things like certifications, FDA approvals, and patents, your marketing budget is squeezed tighter.
12mass allows me to effectively target users who would be interested in our product (based on information provided by them), and personalize a response.

Without 12 mass, it would take me weeks to accomplish the same goals I do in hours now.
Pros and Cons
  • Targets only those users who have a demonstrated/mentioned interest in the solution you are offering
  • Easily allows you to personalise your responses, and provides stats to allow you to track which ones are more popular (higher conversion rates). That way, you quickly know which responses are hitting home; which ones the people care about.
  • The UI is intuitive. In the past 6 months, I've seen the changes made to the layout, and the learning curve is less daunting now.
  • Free 30 day trial. They don't mess around. Try it; if it works, great. If not, ah well.
  • It allows an SME like ours to take on bigger companies with bigger budgets.
  • Still a bit of lag, but that's compared to super slick interfaces that we usually use like Google LinkedIn and Facebook. I hope they go big soon and can throw more money into their servers so we have a better experience! With the service they provide, I'm usually willing to wait a few extra seconds to reach many extra people.
  • I would prefer the 'Delete' button to be bigger so its easier to quickly remove the unwanted stuff.
  • Maybe different colored backgrounds for their responses? Right now the layout is all in shades of blue and white. While its still easy to navigate, it might be better to have more colors so certain parts stand out more.
Likelihood to Recommend
The only problem with 12mass may be that it might come accross as spam. Personally, for every 100+ sincere responses that I get, I'm hit by 1 or 2 responses that ask me to stop spamming.
The beauty is that if you're paying attention to your dashboard, you see when these things happen, and you can reply yourself to assure the customer that there is a real live human typing out the characters they are reading.

I would advise that the person given the 12mass account to handle should be someone who can exercise caution. It is a great tool to leverage on, provided you put thought and effort into your 'canned' responses that are actually useful instead of just blatant advertising/spamming. The latter would not be optimal for you.
Return on Investment
  • Better customer service. One example I like to use is that there was a miscommunication, and the customer put it up on Twitter (presumably because he thought an email wouldn't be helpful, or he wanted to get a few laughs). 12mass filtered his post out and brought it to our attention, so we were able to email him straightaway and quickly remedy it.
  • Better ROI. We have seen direct conversions from click throughs on responses generated by 12mass sent out at optimised times.
  • Maybe on a smaller note, its a morale booster. To know that we are using something that is still new, that works so well. Motivates the team to work harder because we are part of a change; a new way of marketing.
Alternatives Considered
We selected 12mass because they responsed to our queries readily, and understood our concerns. The CEO (Agmon) doesn't waste time or effort, and got down to the brass tacks during our discussions.
Even today, if there is an issue, the team is quick and reliable in responding.
Likelihood to Renew
8
In addition to what I've said, maybe its personal, but I don't waste time on a new product if I find something that works. If I hear of anything better (maybe on TrustRadius!) then we'll see.
But for now, if it ain't broke don't fix it. My efforts could be much better used elsewhere.
Support Rating
8
Maybe its a small company and they don't have too many customers, but they always reply quickly and to the point. This saves me time and allows me to make money for my company :)
Bug Resolution
Yes
Yes, to the best of their efforts. It took some time (since they WERE still new) but I was always able to talk to someone in upper management and voice my concerns, and they would straightaway tell me what the situation was.
Exceptional Examples of 12mass Support
Hahah well I don't know how exceptional it is, but I once had a call from their Marketing dept explaining how to solve a query, step by step, which I had emailed to them less than half an hour prior.
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