NICE inContact CXone Review: "Is Attensity Respond Right for Your Brand?"https://www.trustradius.com/contact-centerNICE inContact CXoneUnspecified8.6171012013-11-16T20:30:31.950Z
Overall Satisfaction with Attensity
- Attensity is quite accurate when filtering through mentions of your company or brand on Twitter and Facebook. Very rarely do you see tweets or posts that are irrelevant to your brand. It accounts for spelling errors and abbreviations.
- Attensity makes it easy to work remotely with other team members, as you can specifically assign a certain number of posts to yourself. This makes it known to other team members who may be working on or going through the same folder that those posts are taken care of.
- Attensity is very accurate in the number of tweets or posts that are currently in the queue waiting to be reviewed.
- I used Attensity daily to respond to consumers on our brand page. Sometimes there would be a glitch, and the number of posts that were in the queue would not match up with the number of posts that were actually coming in natively. When Attensity is working perfectly the number of posts in the queue is very accurate, but it got to the point where it was hard to trust the tool. Many times we ended up responding natively on Facebook and Twitter to ensure that we saw every post.
- Responding through Attensity on social media is sometimes tricky because often times the response window does not show the whole tweet or post. There was a lot of going back and forth between the native post and the post on Attensity. If there was some way that Attensity could better display the number of likes, comments, retweets, favorites, etc. that would make responding much easier.
- The way that Attensity is graphically designed is very confusing with many folders for all the different brand pages and teams that own those pages. This would make things confusing while going through the high volume of tweets and posts that the brand page received. The page would frequently receive anywhere from 100-1,000 posts or more in the span of an hour. WIth the high demand for responses and the way the tool is organized, it was easy to miss important posts.
- I think that overall Attensity had a negative impact on our overall business objective, which was to more efficiently filter and respond to posts. WIth the high volume that we were receiving and the number of team members that we had it was easier to go with a tool that was more visual and could provide more metrics.
- Attensity actually ended up slowing down the team in some cases. It was a very slow tool in general, sometimes taking minutes to complete a simple task like deleting posts or opening a post. I would say that employee efficiency was decreased when using the tool.
- Attensity did make it easy to review the posts and communicate directly with team members who may be better suited to respond to the post, however this was also found in other tools that did not have some of the other shortcomings that we found with Attensity.
I would not really feel comfortable recommending Attensity to a colleague, as it was not very helpful in my case. However, I do see the value in the tool for small brands and startups that have a very low engagement rate. I was working for a major corporation who had an engagement level that would accrue anywhere from 2,000-10,000 posts in a normal day, and I think this made it hard for the tool to keep up, thus making our jobs harder. But for a smaller brand who only accrues 500-1,000 posts in a day, I think that this tool could be a helpful way to organize the posts and how they are engaged.
I gave this rating, because overall Attensity did not make the process of responding to a very engaged audience easier. The reason that we started using the tool was because we wanted to find a way to better manage the high volume of posts that were coming in, but in the end the tool actually ended up slowing us down. The biggest shortcoming for me was the fact that the tool was incredibly slow. The time that it would take to open a post, view the consumers ticket history, go look at the post natively, and finally respond or delete ended up taking longer than actually monitoring natively on Facebook or Twitter. Ultimately there were just too many issues with Attensity, and our team could not afford to waste the time it took to work with Attensity anymore.