A dream for data geeks but lacking functionality for social customer care and publishing.
July 01, 2015

A dream for data geeks but lacking functionality for social customer care and publishing.

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Crimson Hexagon (legacy)

Overall Satisfaction with Crimson Hexagon, now part of Brandwatch

As we're an outsourcing company we've been using Crimson Hexagon to provide market intelligence allowing us to open doors with potential new clients. We currently use it for a client to help them expand their reach to individuals who are victims of fraud and may need advice. We find people to contact on Twitter and then signpost them to the client's service. Currently it's only being used by sales and marketing, as well as the customer service teams in our contact centres.

Pros

  • Crimson is really good at performing complex boolean searches to bring back conversations about a particular topic.
  • Its reports are quick and easy to understand as well as being visually appealing.
  • Its ability to train examples into categories by giving it best match examples allows you to analyse a lot of data quite quickly.

Cons

  • I've noticed that when running off reports to PowerPoint presentations, the software sometimes glitches and doesn't include every element that you initially included.
  • Its quite complicated to get to grips with the advanced features such as training opinion monitors.
  • It would be great if Crimson could geolocate by IP rather than location setting on Twitter.
  • It has helped us to open doors with potential clients by offering them insightful data about their brand, social strategy or social customer service.
  • Whilst I'm happy with the product I do believe it to be very costly in comparison to other social monitoring tools.
  • We've found it difficult to resell due to our client base being primarily made up of charities and smaller organisations with a small budget.
The questions I would ask is how big is your brand or client? If you have high volumes of conversation around your brand or sector then this could well be the product for you.

If you are a smaller entity I'd suggest looking elsewhere as it's not very good at dealing with low volume conversation.

Using Crimson Hexagon, now part of Brandwatch

2 - I am a digital marketer and the other individual using it is a team leader for one of our contact centres.

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