Push for "Try before you buy" with this one
August 12, 2022

Push for "Try before you buy" with this one

Cara Ferguson | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Critical Mention

We original purchased Critical Mention for client campaigns that incorporated traditional and social media. We wanted to beef up our media lists without having a coordinator do the research manually and produce accurate media reports that would put a $ value for those clients that request it. For social we wanted to track a hashtag for a campaign we were putting into market. We did a demo with a sales manager and they reassured us that it would do all that. They don't allow you a trial period - we purchased it based on the assurances of the sales team.

Pros

  • Respond to questions.

Cons

  • The media database was not as robust as our proprietary one, it contained a key journalist that had been dead for 3 years for example, others that retired or moved to other outlets. Its influencer list was dismal. Fortunately when I complained (which I did the first time I used it) they removed it from our subscription and did not charge us. They said we could add the updates or add our contacts - not sure why they thought someone would pay for a service and then give valuable information to the company that would then be shared with competitors. They removed it from our bill so that at least was positive.
  • It only tracks hashtags across social media accounts that have been added to its system. Right from the beginning, just by running a hashtag search on IG, we could see missing posts. They said we could add all those in batches or manually one at a time which was work we were hoping to avoid with this subscription. Basically, it becomes a service that prepares nice-looking reports, not one that monitors mentions on public accounts.
  • They should allow a trial demo period.
  • They unfortunately were not able to deliver on what we needed.
  • It cost us time and money I'll never get back unfortunately.
We selected Critical Mention and are trapped in a contract with them we can't use. We ended up having to go with another software that does what we need. Grateful that the other company allowed a trial period to ensure that it did have the components we needed. At a substantially better price too.

Do you think Critical Mention delivers good value for the price?

No

Are you happy with Critical Mention's feature set?

No

Did Critical Mention live up to sales and marketing promises?

No

Did implementation of Critical Mention go as expected?

No

Would you buy Critical Mention again?

No

It is not suited for campaign tracking unless you already have the social handles, websites, media etc. of every account that may publicly use the hashtag or company name/mentions you are tracking and add them to the accounts they follow.

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