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Engagor (discontinued)

Score6.8 out of 10

13 Reviews and Ratings

What is Engagor (discontinued)?

Engagor was a Social Media Management platform with key features include monitoring of the social web, real-time customer engagement, workflow automation, analytics and reporting. The product was acquired by Clarabridge in 2015, and then Clarabridge was acquired by Qualtrics in October 2021. Engagor is no longer available.

Categories & Use Cases

Reviews

What users are saying about Engagor (discontinued).
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The use of Engagor in a Belgian Telco market

Geoffrey RamonView profile
Social Media lead in Social Media at Telenet (1001-5000 employees employees)

Use Cases and Deployment Scope

Although Engagor is mainly being used by the social customer care department, other departments in the organisations also profit from the benefits of it.

The business problems it adresses are:

<ul><li>Interact in a organised way on social media platforms.</li><li>Get insights on conversations and marketing actions.</li><li>Get insights on performance of the Engagor end-users.</li></ul>

Pros

  • Engagor is straightforward and flexible to use. You don’t have to put much effort to acquaint yourself with how the software works: it’s very intuitive. Users have the liberty to adjust their Engagor account tailored to the brand’s needs. It’s possible to organize everything yourself. In a way, you create your own, efficient engagement tool.
  • A second strength of Engagor is its advanced real-time monitoring. Tweets, private messages come in right away which makes it easy for social customer service agents to immediately jump in and take action. Real time intervention becomes quick and easy.
  • When you work with the Engagor platform, you don’t just work with the software, but you also get to know the people working behind the company. This is something we really value at Telenet. The real-time support from the Customer Success team and Support Team is impressive. If you have any problem, you can get feedback of the support team immediately. The customer success team will learn you everything you need to know.

Cons

  • It would be nice to get a more detailed Response Time per user in Engagor. For Telenet, we would benefit from a First Time Right Metric. However, the user metrics are getting better and more detailed. Moreover, it would also be useful if we could measure conversations in Engagor. For example, if a user had five interactions which makes up for one conversation, was this entire conversation successful? Instead of just looking at individual mentions, we would like to get an overview of the entire conversation.
  • Engagor is the perfect platform to engage in real-time with our customers. An extra add-on would be a real-time view like Hootsuite or Tweetdeck provides.

Return on Investment

  • Engagor made our customer care system more effective and flexible. Using the workflow automations made everything more straightforward.
  • Analysis &amp; reporting makes continious improvement possible.

Alternatives Considered

Radian6,TweetDeck,Microsoft Access,Hootsuite Free

Engage with Engagor

Kim Castro
Community Manager in Social Media at NMBS-SNCB (10,001+ employees employees)

Pros

  • Firstly, one of the main strengths is the fact that you’re able to reach out to support on live chat. Overall, the support Engagor provides is very quick and reactive.
  • The engagement part is also very valuable: Engagor is very good in automatically tagging mentions to provide context to a mention. With the help of Smart Folders, we’re able to handle data effectively.
  • The reporting feature is very advanced. With the help of custom dashboards, tailored to our own needs, we can quickly pass on information to our management.
  • I personally like the team performance section because you can see what each team member did in which amount of time. Engagor offers you the ability to analyze all of this data in just one view.
  • The Engagor API is also a very strong point which allows us to integrate the tool with other software we’re using in-depth.

Cons

  • The Canned Responses feature is sufficient enough for small business that only need to create a limited amount of template replies. We have created 2,000 Canned Responses for 3 different networks in over 4 languages. The feature in Engagor isn’t sufficient enough because you don’t have a good overview. Luckily, we developed our own tool called “bluebird” which does the trick and shows the validation time and script for the administrators.
  • Moreover, the publishing feature has improved a lot but it’s difficult to keep up with the changes made in the social media platforms.

Return on Investment

  • Engagor has a positive impact because of the very smooth reporting feature. This is especially valuable for our management team. We’re doing a good job with the team performance to analyze how every team member is performing. Engagor allows us to work more flexibly. We can work with the platform from any place. People can work together in the inbox without doing double-work, no matter where they are located.

Quick Engagor review

Péter Sörös
Community Manager in Social Media at Telekom HU (5001-10,000 employees employees)

Pros

  • Real-time mention tracking is a must these days. Quick responsiveness is critical on many social media platforms, especially on Twitter.
  • Fast and helpful support via Engagor chat and messages helps a LOT! I think the longest wait time was about 40 seconds for me. My workflow never gets disrupted because of idle sessions.
  • Automations can help you a lot. Automated "recipes" are great tools for decreasing your agents' workload, and there are many customizable settings for them.

Cons

  • Conversation ID-based inbox grouping could help in prioritizing mentions: there are often already developed conversations, which could be more important than singular wall posts or private messages.
  • The interface could use more personalized settings: certain people and groups usually use the same filters and tags. It would be helpful if a user could choose from the most recently \ most often used settings rather then plowing through their same lists over and over again.
  • This is rather a Facebook API-based problem, but if we could see clues about our followers' social circles and reach...that would be awesome.

Return on Investment

  • Simplified and effective social customer service - Engagor proved to be a base we could develop on.
  • Faster response times on every social platform we currently use.

Great real-time platform for social customer service and engagement

Mathieu Pereira
Digital marketing manager in Social Media at QoQa Services SA (11-50 employees employees)

Pros

  • Gather all social media interactions in one single interface.
  • Automatically dispatch social media interactions and delegate responsibilities.
  • Being able to post to all social media from one single interface
  • Live support extra reactive. Cool staff.

Cons

  • Mobile app isn't complete. Not possible at the moment to easily post pictures to all social media.
  • Sentiment analysis does not work well in French or German.

Return on Investment

  • Time saving
  • More time for analysis

Engagor: complete tool, good support

Guy Sablon
Spokesman / Social Media Coordinator in Corporate at MIVB/STIB (5001-10,000 employees employees)

Pros

  • Monitoring: it takes some time to set up right, but once it's done Engagor detects all your searches.
  • Respond to customers: allows your customer care to handle all questions in one place and measures performance of your team.

Cons

  • insights provide lots of details, but it's difficult to exactly understand for non-experts what they all mean. Some are abstract for non-experts.

Return on Investment

  • Better customer service.
  • Better detection of potential crisis on social media which leads to avoiding the crisis or better managing it.

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