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Wouldn't recommend it
October 15, 2019

Wouldn't recommend it

Kenji Onozawa | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Software Version

Pro,Enterprise/Q,Enterprise/M

Overall Satisfaction with Brandwatch

Across our company, it was mostly used in marketing and social care (who was responsible for the brand listening within our organization).

The main uses for Brandwatch within our company were as follows:
  • Monthly social channel performance reporting.
  • Brand protection.
  • Campaign reporting (mainly hashtag tracking).
  • Announcement reporting.
  • Social listening.
  • Campaign reporting.
  • Manipulation of the data (visually).
  • The learning curve is steep.
  • Price tag.
  • Wasn't able to pull all the metrics our organization needed.
  • It was incredibly helpful in helping us protect the brand.
  • Great at giving us at-a-glance metrics to help us what's going on.
  • Insights helped us to guide the content creation process for our channels.
Relative to the other products, it felt bulky and difficult to use - even our directors were mentioning this. This combined with the fact it wasn't able to pull the metrics we needed for our reports had us reevaluating whether or not it was the right tool for our company's needs.
The support for Brandwatch was fine. With that said, our support partners were in New York which made it difficult to coordinate communications, when we're on the other side of the country. Sprinklr, on the other hand, had support available within our own city which I much preferred.

Do you think Brandwatch delivers good value for the price?

No

Are you happy with Brandwatch's feature set?

Yes

Did Brandwatch live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Brandwatch go as expected?

I wasn't involved with the implementation phase

Would you buy Brandwatch again?

No

I think among the enterprise-level listening suites, Brandwatch is probably among the best. With that said, for the average marketer, it's still too confusing to set up and get going without the help of their support managers (as compared to something like Sprinklr). More often than not, our team would need to contact them to get the dashboards set up the way we needed as it was simply too difficult to do so on our own.

I think what it did well was at a high level being able to get the social listening metrics we needed (with a few caveats) and being able to alert us when there was a situation on social we needed to be made aware of (so we could get ahead of it). Where it really faltered was in the social channel post reporting as it wasn't able to gather some of the data our team required. As a result, we'd need to go into the native platforms to generate post performance metrics, which defeated the point of us having a tool like Brandwatch in the first place.