TrustRadius
Poorly planned, poorly developed, barely supported
https://www.trustradius.com/social-media-managementAdobe SocialUnspecified7.541101
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January 18, 2018

Poorly planned, poorly developed, barely supported

Score 2 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Adobe Social

Our organization, which is comprised of several business units, introduced and mandated the use of Adobe Social across the company after an initial pilot during which many concerns were raised. The tool was implemented anyway, and business units were required to use it for all social media publishing for the next three years. However, the limitations of the tool forced many to publish certain types of content outside of the tool.
  • Adobe Social lacks strengths, as I believe Adobe themselves have acknowledged, given their decision not to continue support or development. But if I need to list three strengths, the first would be it can publish to some social media platforms with a success rate of over 50%. If that's a strength.
  • It has workflow processes, but they are over-complicated and poorly designed.
  • It has some basic analytics, but Adobe consultants usually recommend referring to Adobe Analytics instead. Which is great if you actually use Adobe Analytics.
  • Publishing social posts is unpredictable - not every scheduled post actually gets published and nor do some of the real-time posts.
  • Publishing YouTube videos requires users to first upload the whole video to Adobe Social, which will then upload it to YouTube. So inefficient!
  • Listening tools are difficult to work with and filtering results are not easy either.
Mostly they are either social media managers or marketers using company social media channels across our business units or at the corporate level. There are also some analysts who are able to look at the reporting found in the tool, but many of them tend not to use that reporting because better reporting is usually found in the native social platforms.
  • Adobe Social has only had negative impact on ROI, as it takes longer to publish to social media while offering no major benefits in return.
  • We have lost a lot of time due to downtime in Adobe Social, some of which was not ever scheduled or announced in advance.
  • Now that Adobe Social is being retired, we're also having to migrate to another tool which is time-consuming. But at least it's time we feel good about spending!
I personally did not ever recommend the selection of Adobe Social as I did not feel it was suitable for our needs. Having now reviewed the products I've listed here, we have decided to switch over to Hootsuite Enterprise as that appears (on the surface) to be the best fit for us.
Adobe Social is not well suited to any type of social publishing, reporting or listening, particularly on a large scale within a major enterprise. It can, on occasion, completely fail to do what is asked of it. Customer support is slow and representatives often don't even read the ticket properly and ask questions answered by the ticket.

Adobe Social Feature Ratings

Boolean keyword searches
2
Filtering out noise/spam
2
Sentiment analysis
2
Broad channel coverage
3
Content planning and scheduling
4
Audience targeting
3
Content optimization
2
Workflow management
3
Automated routing and prioritization
2
Customer interaction histories
2
Bulk actions
2
Lead generation
2
Content marketing
2
Paid media management
2
Campaigns and promotions
2
Twitter
4
Facebook
3
LinkedIn
3
Google+
3
Instagram
3
Pinterest
3
YouTube
1
Campaign success analytics
2
Real-time tracking
2
Competitor analysis
2
Role-based user permissions & privileges
3
Mobile access
2