Brandwatch is worth every penny!
Tegan Jenner | TrustRadius Reviewer
October 12, 2019

Brandwatch is worth every penny!

Score 9 out of 10
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Verified User
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Overall Satisfaction with Brandwatch

Brandwatch is used by our media and data team at my company. But reports and findings generated through Brandwatch are shared with our entire office and externally to clients.

Some of the main areas we use Brandwatch for are: trend tracking, organic follower tracking (FB, IG, and TW), estimating share of voice, Twitter custom audiences using the Audiences tool, sentiment tracking, Brand health monitoring, competitor conversation tracking.
  • Clean, beautiful visuals that can be easily incorporated into reports to be used internally and externally.
  • Customization-- anywhere from the queries you create to adjusting individual report widget/components this tool is very flexible.
  • Excellent Customer Service and support. My Brandwatch rep is always open to hearing from me for questions and often reaches out to me to check in on my status or see if I would like to participate in beta programs.
  • Constant innovation. It seems like Brandwatch is constantly updating and adding improvements to their platform--especially with their 2019 acquisition of Crimson Hexagon.
  • Query building learning curve. To get the most out of query set up, using the Query Editor is best, but learning the nuances of this process can be hard if you don't consider yourself to be very tech-savvy.
  • It would be nice if widget color schemes were adjustable so graphs could be catered to specific report styles. Our company aesthetic doesn't really match with the rainbow-colored widgets created by Brandwatch, so sometimes they stand out in a bad way in our reports.
  • I know this is something they are working on, but the current AI classification and learning abilities are limited (as of Oct. 2019). Part of their road-map with their Crimson Hexagon acquisition is to incorporate smarter classification and AI to help filter out irrelevant mentions.
  • Sentiment classification is unreliable sometimes depending on the subject matter. If a user is being funny or sarcastic in a mention, the sentiment algorithm gets really tripped up.
  • Twitter audiences have been a huge value add, especially when you are trying to target a niche market. We do a lot of advertising to healthcare professionals, and that's hard to identify with Twitter interest and demographic targeting alone, so using bio keywords to target users has been a huge benefit and we've seen improved ad performance using these custom audiences.
  • We've sold entire research project scopes that rely entirely on researching through Brandwatch. This is work we would not have been able to do at all if it wasn't for licensing Brandwatch.
Before we originally signed up to license Brandwatch we shopped around and looked at Crimson Hexagon as the other main competitor. In the end, Brandwatch ended up acquiring Crimson Hexagon and will be incorporating some of CH's best features into their tool. So in the end we got the best of both worlds. In my opinion. this company acquisition makes Brandwatch the top dog in the social listening space and I can't imagine any other product that could stack up compared to it.
My company's Brandwatch rep is amazing. Very attentive and always open to hearing from me. I've even met her in person at the annual Brandwatch Now You Know conference and she is very personable and shows genuine interest and concern in making sure I get everything I need out of the Brandwatch platform. Nothing but good things to say about their customer service.

They also have webinars and articles to keep you up on any changes that are happening in the platform.

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Brandwatch has been exceptionally helpful when it comes to new business pitches. If we are looking into pitching a client that is in a new sector/field compared to our other clients, we use Brandwatch to pull in user data to get a feel for trends and discussion topics in the sector. Clients really appreciate any insights we can bring to our pitches -- especially when they are supported by actual user data that we've collected through Brandwatch.