Item: 12mass
Rating: 10
Author: Verified User

Overall Satisfaction with 12mass

Use Cases and Deployment Scope

Our brand is mentioned on twitter way over our capacity to respond with all of them. 12mass helps me and my team talk with all our mentions in a fast and easy way. we now have Stats about which of our responses are more engaging than others.

Pros and Cons

Pros

I used 12mass to find people loving our brand and found some great responses that yield higher response rates. the search feature (step one) helped me build a stream of people tweeting the same thing. than 12mass remember my responses to each stream and measured the number of clicks, RT's, @reply's on each of my saved response. there is no other tool that provided me the ability to A/B test my responses to optimize them.
as all of our responses are saved, every day I login in and than just view the streams of mentions, most of them have already a suggested response attached to them and I just send them out. with in few minutes i can interact and respond to more than 120 people.
I also use the scheduling in advance every one has that but it is an important part. the RSS feature allows me to automatically stream news and our followers are receiving great content

Cons

Should add a Facebook private messages option.
If my brand wasn't mentioned so much I don't think I would need to use it.
Sometimes the site is slow.

Users and Roles

3 - Communality managers, focused on social media

Return on Investment

Much faster Lead conversions as we were able to find and send the messages that led to higher CTR and higher conversions, it is easier when you know what works and what dosnt.
my team were able to respond to 10 times faster making each one of them a ninja responder.
ur fans were happier as they get better responses

Alternatives Considered

I used a variety, Hootsuite, Sprout social, Tweetdeck. and many more.

Usability

it is great, but i expect even more.

Support Rating

helped me every time

Likelihood to Recommend

If you are being mentioned a lot you need this. if people are mentioning your brand but don't @mention you directly you still need this.
For
example, why shouldn't Starbucks LIKE all the “I love Starbucks” people
post on their wall?
Or
why shouldn't KLM easily measure the best response to all the “How many
kilos of luggage am I allowed to bring”

Using 12mass

Support Headcount Required

non, it is saas the community managers simply respond form the web browser.

Business Processes Supported

lead generation
Responding to all our social conversations. talking to all the people sharing an article about us.
social media customer support

Innovative Uses

ur twitter account was able to talk with more than 250 thousand people with only 3 community managers!

Future Planned Uses

now that they added Facebook's platform we will be able to respond to all our fan page comments

Likelihood to Renew

It saved me a lot of money by not increasing the team size. I spend half the time on twitter as I used to.

Evaluating 12mass and Competitors

Products Replaced

Yes - HootSuite gave us a great way to be cross channels, but 12mass gave us the ability to respond to all our mentions and see which of our conversations work and which don't

Key Differentiators

Product Features

no other way to give my team the ability to respond to all their conversations in a controlled optimized and fast way.

Evaluation Lessons Learned

i would start with 12mass

12mass Implementation

Implementation Rating

see the tutorials on you tube. that helps

Implementation Details / Implementation Partner

Don't know

takes time to learn

12mass Support

12mass Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None