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Comprehensive and very attractive reporting...maybe too fiddly.
December 23, 2019

Comprehensive and very attractive reporting...maybe too fiddly.

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Pro,Enterprise/Q,Enterprise/M

Overall Satisfaction with Brandwatch

Currently used as the main reporting tool for board and senior leaders on understanding social media commentary and exposure the business has. Helping to support some UR and thematic research, Brandwatch helps to steer high level product design strategies and communications direction when talking about overall brand, overall user propensity to purchase.
  • Very detailed in its thematic and keyword based searches.
  • The ability to crease multiple levels to predefined filtering allows for cleaner results.
  • Too comprehensive means it is more of a reporting tool than an investigations tool.
  • The filtering defaults are often misused to predefine keyword filtering... how can we be sure users always use the same keywords.
  • No marked ROI yet as this is difficult one for us to monetise.
  • Positive impact on strategic decisions as we have been able to react to changing user behaviours initially identified in comments.
Compared to other scraping and information gathering tools, Brandwatch is by far the most comprehensive for our needs. Giving the information and guide we need to backup/support influence and identify issues at all levels from specific service issues to overall branding concerns. Not the easiest of packages to use and by far an unnecessarily fiddly one for quick research but worth it.
Mostly through forums and YouTube, the support is from other users who have overcome challenges.

The search elements are based on well-known and well-supported thematics and SQL languages so the forums used tend to be outside the Brandwatch landscape anyway. Aside search and setup functionality, the Brandwatch interface is relatively intuitive.

Do you think Brandwatch delivers good value for the price?

Not sure

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?

Yes

Would you buy Brandwatch again?

Yes

Albeit a complex interface and very fiddly to get to an end result, the use of presentation graphics, the ability to filter properly and the options within the design and distribution of the boards means that Brandwatch is used at the highest level in our organisation. Alternatives to Brandwatch are used but it is the output that gives Brandwatch the edge.