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Adobe Social Review: "Many Upgrades in 3.0, but losing effectiveness overall"
https://www.trustradius.com/social-media-managementAdobe SocialUnspecified7.241101
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September 17, 2013

Adobe Social Review: "Many Upgrades in 3.0, but losing effectiveness overall"

Score 4 out of 101
Vetted Review
Verified User
Review Source

Software Version
3.0

Overall Satisfaction

  • Content scheduling
  • Baseline social analytics
  • Moderation of wall posts and comments (Facebook)
  • Social listening
  • Image moderation
  • Twitter and Google+ analytics
  • Analytics exports
  • Combination of Omniture and Adobe Social help to connect the dots between social engagement and site activity, leading to greater insight into the buying trends of customers.
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.

Product Usage

7 - Social Media, Account Management, Media Analytics, Web Site Analytics
3 - Social Media team supports user/group settings and some on boarding training.
  • Publishing and content scheduling to Facebook, Google+
  • Analytics
  • Moderation
  • Workflow management

Implementation

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

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.

Configuration

No customization has currently been made available to us.

Support

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.

Usability

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.

Integration

  • Omniture
Not sure. Implemented by Adobe team and managed by our web analytics team.