Its advantages are its ease of use, …
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Meltwater Social (formerly Sysomos) is a social media management solution that is designed to deliver content discovery, planning, publishing, moderation, and analytics in a single, easy-to-navigate screen. According to the vendor, it’s a platform that can manage social enterprises, no matter how large or complex. The solution aims to make content planning a snap with a simple drag-and-drop content calendar, and workflow that’s easy to track and review, across even the largest enterprises. With this solution, users will know who to speak to; when to engage in conversation and can even integrate with customer care centers.
Additionally, the vendor says with their solution, users will see the best performing content from all of their social media presences and their competitors’ pages, all within one view. Users can share it with brands or markets across their organizations to inspire creative thinking. The vendor’s value proposition is this solution enables marketers to manage their reputation and benchmark their performance at the same time.
|Mobile Application||Apple iOS, Android|
|Supported Languages||English, Chinese, Japanese|
- Deep dive reports
- Accounts service team
- Preview listening
- User interface
- High loading time
- Social listening tracking and monitoring.
- Sharing of voice analysis.
- Brand voice analysis.
- The user interface could be updated.
- Ease of use - Overall, it's very hard to understand how to create new queries.
- More webinars on uses for the tool.
- Keywords and competitor monitoring/tracking
- Content planning and publishing
- Community engagement
- Analytics and reporting
- The tool is so powerful and filled with features that some of our new users got scared and got lost while trying to master the basics. Would love it if they can develop a beginners onboarding plan where team admins can disable certain features for new joiners until they become accustomed to the platform.
- Asset organization
- Content management
- Content discovery
- Better bulk upload
- Content category analysis and tagging
I would strongly recommend the sysomos and expion tools to anyone!
- Strong Customer Service
- Strong Social Media Management
- Strong Social Media Analytics
- Analytics are strong but more is always better
- Would like to see Instagram usage increase
- Competetive needs work
- Influencer bio search - detailed assessment of Twitter profiles
- Authority scoring - filters out search results to identify influencers talking about a trend or brand
- Facebook page analysis - fan insights, sentiment and top followers
- Sentiment scoring could be more qualitative - typically the majority of sentiment is categorized as neutral
- Logo search - searching social content by brand icons helps filter out irrelevant content
- Context around negative sentiment - some words are categorized as negative when they are actually positive
Sysomos Map does not provide much value when looking into paid media activity, user emotion or channel activity beyond Twitter and Facebook.
- Tracking online trends and conversations
- Removing noise to only see relevant content
- Analytics to track trends overtime and see changes
- Expand forum capabilities, make those posts easier to read and track in platform
- Expand Facebook capabilities - pull in more data from public pages
- Ad-hoc research. During planning phase of a campaign it is a helpful tool to understand the marketplace, key influencers and topics that engage a target demographic.
- Post-event hashtag analysis. Rapid generation of reporting on efficacy of a campaign, key voices, topics that resonated, viral reach and more.
- User interface. Friendly and accessible enough to minimize training needs and enable decentralized access, though we have found some hand-holding is still required to get the most out of the platform.
- Limited API access to some networks. Though this is hardly unique to Sysomos, the limited APIs provided by closed-networks like LinkedIn and Facebook, and others like Instagram, often disappoint our users, who may have unrealistic expectations as to what we can report on. In reality, Sysomos MAP is highly focused on Twitter, which is often not our core channel. Though Sysomos is bound by the limitations of the APIs provided, perhaps some creative innovation would enable limited but interesting observations. Identifying LinkedIn statuses that were simultaneously pushed to Twitter, for example, gives a window into that otherwise private world. Scraping of LinkedIn's trending topics might be revealing.
- Sentiment analysis is automated and therefore only moderately accurate. Some advanced customization might enable us to get better results, perhaps by uploading custom dictionaries of positive, negative or neutral terms. For example to a loss-adjuster or insurer, many terms like flood, bankruptcy, damage, fraud risk etc may in fact be used positively as part of a marketing proposition or work undertaken ("X company insurance saved us from awful disaster"). Automated systems will always struggle with these. I wish I could make mass-edits to such inbound comments that would learn and persist.
- Expion was pretty customizable, though the tool we transitioned to has since made me realize how much more customizable other options can be. That said, Expion served us well and offered more customization than other tools we looked at.
- Expion's best asset, really, is its support staff. Our account rep and the support agents were always responsive and reacted with appropriate levels of urgency. Though a lot of the problems we experienced were due to API limitations, the things they COULD address were resolved with relative speed.
- I enjoyed the ability to approach our workload from either an inbox-style view or a more visual view with the workspaces and stacks. People with a more right-brained slant worked better in stacks than left-brained folks who seemed to appreciate the more linear, text-based style of the Single Stream moderation option.
- Reporting is Expion's weakest component. Please bear in mind that I'm not referring to marketing stats or page analytics. I'm talking more about productivity metrics for moderators and quality reports (viewing outbound messages for quality purposes). Expion WILL work with you to get you what you need, but building new reports takes a lot of time, and what you get back isn't always exactly what you're looking for. The tool we moved to has dynamic reporting options that *I* can modify on the spot, so whereas this downside was a tad annoying before, I've come to weight it a bit more heavily because now I see just what can be achieved when you don't have to wait for someone else to build dashboards and widgets for you.
- Locating additional posts from the same customer is a challenge. Although you can perform profile searches, viewing a complete history is frustrating. You can only see outbound messages in relation to each inbound message. The new tool we use allows for you to view the entire message thread all in one view, which is impossible in Expion.
- Expion does not update live. If you have multiple moderators working simultaneously, then it is WAAAAAAAAAAAY too easy to step on each other's toes unless you have people divvying up work and filtering by message type or platform or date ranges. For example, if we're both looking at the same list of messages on different computers and I respond to a message or mark it as read, then that does NOT change on your work list until/unless the workspace, stack, or stream refreshes. (The tool we use now is almost immediately updated with changes you've made.)
- This tool does not allow you to designate any kind of message properties for tracking purposes. This may not matter to companies with only one product line, but our company sells a massive catalog of products that extend across a wide variety of user markets. Being able to tag messages accordingly is a huge benefit, but it's one that Expion does not offer.
- Influencer and communities identification is definitely a strong suit for the tool.
- Quick analytics.
- Historical data back a year.
- It does not provide a visual for volume over time.
- The visuals aren't excellent, and would require an export to create better looking graphics.
- The interface isn't intuitive and sometimes requires clicking around to find things that seem like they should be under a different title.
- Brand mentions
- Most retweeted posts
- Comparison of one Twitter account to another
- Expanding to other platforms, namely Instagram
- Being able to weed out media members/organizations to find social influencers
Its advantages are its ease of use, speed to return data, and unlimited number of queries.
Its disadvantages are its extremely simplistic analysis features. Pales in comparison to Crimson Hexagon for things like sentiment analysis, quality of visualizations, topic waves, topic clusters, etc etc etc. :) Number of users accounts is also limited so depending on your plan and how many people are using the tool you can get kicked out when other people log-in with the same credentials.
It has once NICE feature which is "Communities". This is a cluster analysis based on linguistic patterns. Frankly a GREAT feature, but the other features of the platform are so limited I can't recommend it.
- Simple queries within 1 year
- Quick to return data
- Good at basic volume and sentiment
- Low quality of visualizations
- Poor filtering options for exploring drivers of positive / negative sentiment over time
- Poor filtering options by platform / content source
- Limited to 1 year of data
- Limited number of concurrent users
- It is particularly good at being able to look backwards in time at conversations.
- The information generated from queries is rich, and comes off in real time.
- The graphs generated along with data as spreadsheets is intensely rich with useful information.
- Sysomos MAP does take some significant ramp up time to get a comfortable level of usability due its richness and sheer power of scraping from billions of conversations and web data.
- Sysomos MAP needs better tutorials and tools to help users quickly become adept at using.
- Sysomos should offer longer trial periods.
- The entry price is quite [high] compared to other tools that are now offered.
- The pricing structure is makes entry tough for many businesses and Sysomos could do better by offering alternative pricing and use possibilities.
- You can publish the same message to multiple platforms.
- Moderating comments is in one feed.
- Interface is slow.
- Resource hog on computer.
- Live feed isn't live. It is always on a delay.
- Sysomos Heartbeat: the proactive social media monitoring software. The dashboard was efficient and minimalist, and provided detailed reporting on where the social conversation was held for each individual hotel. The rich data and the simplicity of the dashboard made this tool particularly useful and easy to implement -- it was also easier to train new employees with the software.
- Sysomos Heartbeat: We also used it to keep track of any crisis that arose. The tool made it easy to catch any spikes in conversation that would spread rapidly either across one channel or multiple channels.
- Customer Service: Our hotels receive lots of inquiries, requests, payments, and reviews through various social channels. Sysomos helped keep track of them.
- Slow/clunky: the dashboard wasn't always as fast and load times were slow. When scheduling content for 90 hotels, this can be particularly burdensome.
- Scheduled posts would often not post or go through.
- The dashboard did have some responsiveness issues, and wasn't as user friendly as expected or marketed.
- Scheduling content across Facebook and Twitter
- Publishing the same content to multiple pages
- Viewing a scheduling calendar
- Great account management team/friendly service
- Not as user-friendly as I'd like
- Slow loading time/often freezes
- Scheduled posts often fail
- Social media planning - you can plan your entire day, week or month of posts out in advance.
- Time management - you can schedule multiple posts at once which saves you time.
- The ability to post on multiple platforms at once.
- I have had scheduled posts fail, but that might have been an issue with the social media site I was posting to.
- I love the different templates that you can select for Craigslist. This makes the listing stand out. Sometimes we have special promotions like "waived pet fee" and I love to use the dogs and cats template for this.
- I have used other social media management software that make you do 3 to 5 different steps to post on Craigslist, Expion is the fastest. The one we use currently make use puts in the current price and fix come up with new ad headlines every week. It's terrible.
- I love the photo options when posting to Craigslist, we were using the same 3 photos for every Ad until someone showed me how to change the photos to customize each listing.
- After posting the Ad, an acknowledgment link is sent to your e-mail before the Ad can truely be listed. I always forget to hit the acknowledgement link.
- Organizing different accounts
- As most of the tools dealing with Social Networks the biggest issues come when you spend more time executing an action than doing your job. This comes from the difficulties of bringing any feature and function from the front end social network to the Social Media Management Tool.
- When the tech team does some improvement there are some issues and this has not been effectively communicated.
- Tracking success of a social media or PR campaign by looking at the growing number of mentions of a company name, hashtag or topic over time
- Doing new business research by discovering strengths and weaknesses of an organization based on social media chatter around their products or services or discovering trends in their industry
In both occasions, I found Sysomos MAP to be incredibly helpful. Being able to save searches and return to them over time was great, though I did wish for the ability to get a regular update mailed to me with new hits/data. The interface isn't the most user-friendly/visual in this space, but the quality of the data and speed of the product made that worthwhile for me. Their customer service is also top-notch: very helpful, friendly and quick to respond.
- Huge amounts of data available across multiple channels (blogs, social. web, etc)
- Price was not too expensive for my agency's needs
- Speed of being able to quickly run searches and produce answers
- Email alerts of recurring reports would be helpful
- Speed in adding new social networks is sometimes slow
- Visuals were lacking (downloadable reports weren't easy to read or print, graphics needed to be re-created by our designers to be client-friendly)
- Quickly allows us to pull basic data.
- Very easy to use if you know how to construct Boolean queries.
- Flexibility to quickly update keywords / queries.
- Customer service.
- Needs more and faster growth for shared / owned channel analysis.
- It is twitter heavy. Pulling from more social sources would be ideal.
- Online training
- It's good for major brands and research (especially consumer facing)
- It's good for establishing share of voice
- It's good for identifying trends over time - focusing in on what caused conversations spikes.
- Their influencer/klout score algorithm is worthless - it caps out at 10 so the New York Times and Jo Schmo gamer dude and Justin Bieber all have the same score.
- The Boolean builder can be frustrating, it will tell you there is an error, but gives you no indication of where. In a complex string it can take forever to figure out what you messed up.
- Twitter listening only goes back one year. If you ever need to compare something year over year, without anticipating the need in advance and downloading reports, you're screwed.
Expion is our go-to vendor for Social Media Platform. Each of our brands has multiple agencies and the Expion Platform allows one central area for all agencies to manage their posts, and gives management oversight into what each brand/agency is posting, performance, schedule and benchmark the data.
Several of our agencies use the library to share social assets. Each brand/agency can only see the brand for which they are responsible and mgmt can see everything.
Expion helps ensure best practices are being implemented across brands.
- The calendar view of posts is a plus for managing multiple social pages.
- The ability to monitor competitive brands in the advanced analytics section has been very informative.
- The Library is a great place to share assets amongst teams or cross-functional agencies.
- The ability to post in different languages and utilize globally.
- We use the App builder regularly, and I'd like to see more flexibility in some aspects of the current templates.
- For example: Some times we do not want email selection to be mandatory and in some templates there is no option to change.
At the company where I used it daily, I was the main user with our clients checking in weekly to make content approvals. It was incredibly helpful in organizing, publishing, and measuring the success of our social content across Facebook and Twitter. At this time, many of the features that are now available natively, such as content scheduling and post editing, were not available so this tool made it possible. However the most useful part to us was being able to measure our ROI across networks as well as compare against competitors and industry averages.
- I was responsible for providing a detailed analytics dashboard to my clients on a weekly, monthly and yearly basis. Expion made this process very easy because I was able to simply export all of our data into Excel and otherwise make very easy to understand presentations.
- It has been a while since I've used the product on a regular basis, so I'm not aware of current pain points.
- Identify most retweeted and most authoritative tweets. This helps us understand why and how conversations go viral and who is influencing the overall sentiment.
- Show volume trend and popularity. A snapshot overview on how conversations are evolving throughout a specific date range. This helps us analyze relevant spikes and predict future analysis.
- Build queries and analyze everything and anything. Within Sysomos, we can build infinite queries and also analyze competitive share of voice.
- Sentiment. The sentiment analysis in Sysomos is not as accurate as it is in other third party tools where you can apply/modify sentiment manually.
- Any link of content analyzed within Sysomos should open on a different tab.
If you are looking for a monthly reporting tool, you don't need Sysomos. This is a tool you want to use everyday to understand what people online are saying on a daily basis.