Many Upgrades in 3.0, but losing effectiveness overall

The service is on a downward spiral. Once a great product, Adobe is focusing their efforts in the wrong components of the tool. The listening component is not very good, yet seems to be the only component that Adobe wants to emphasize. Analytics are getting better in Facebook native and Adobe Social has not kept up. There would be great value in the tool if they were able to integrate more robust analytics for hard to measure platforms like Google+ and Twitter, but metrics for these are still scarce or inaccurate.

All feedback is based on transition from 2.0-3.0. Overall tool is useful, but not worth the money for more experienced enterprise clients. As our needs have evolved, the tool sadly had not kept up with our pace.

The implementation was done during our POC. We had a very mixed experience here, and have had some issues arise since based on the way the tool was implemented. An Adobe employee went ahead and made a change to our account that was unauthorized (helpful for our implementation) which caused issues in on boarding another team who needed the same change, but could not get it done without costly Adobe certification.

Training was long and a little confusing. While a number of features carried over, they were still covered in this elongated training. It would have been nice to have training tailored to experience level with the product.

The Adobe support team is really helpful. We have recently gone through a number of account reps since our favorite rep was promoted off of our account, so we are hoping for better service in our newest rep.

The new UX is gorgeous and overall usability of the tool has improved greatly, but there has also been an increase in slow loads and overall login issues.