Engagor - The engaging platform that keeps on improving
Anonymous | TrustRadius Reviewer
Updated January 21, 2015

Engagor - The engaging platform that keeps on improving

Score 8 out of 10
Vetted Review
Verified User
Review Source

Software Version

Enterprise

Overall Satisfaction with Engagor

We currently use Engagor for two main purposes - social media customer care for a UK-based travel firm, and global social media monitoring and reporting for a travel group with over 40 brands operating throughout Europe. Consequently a number of different individuals within Chapel Digital Group use Engagor for different reasons - often there are up to 6 people using the site with our account at any given time. The software allows us to deal with multiple brand accounts from one platform in real-time and without having to worry about multiple logins.
  • Pre-filtered inboxes - allows to direct people to view the content they need to quickly and efficiently.
  • Quick response to customer service issues
  • Easy to use analytics
  • Tagging posts
  • Performance monitoring
  • Custom dashboards for quick and easy report generation
  • Post scheduling (hard to use)
  • Clearly defined word clouds
  • Sentiment learning for more complex foreign languages (i.e. Finnish, etc)
  • Improvements to meeting SLAs on customer response time
  • Clearly understanding of all online activity across brands
  • Real-time access to sentiment
  • Sprout Social,Sysomos Heartbeat
Sprout Social is good for smaller accounts with limited traffic. Some insights available but often questionable data. Only picks up direct interaction (i.e. doesn't monitor likes or favourites). Sysomos was used for a while, but spent ages defining search times still producing questionable data. Did not properly monitor Facebook interaction and often did not pick up from that platform at all. Customer service only operated in US time (we are UK) which proved increasingly problematic.
8 - CEO / Director
Account Managers
Reporting / Analytics Specialist
Social Media Customer Care Specialist (x5)
We use Engagor more for reactive reasons, rather than proactive marketing posts. Replies and monitoring are really easy, however scheduling is complicated and time consuming. Posts for several profiles are easier to set up and review from source rather than through Engagor. For the reasons we use the software, it is great. But in the area of publishing it has work to do.
Social engagement is obviously the key priority of the platform, and it is fantastic for that purpose. Pre-filtered inboxes, post tagging, filtering, wide variety of channels and team performance measuring are all core to providing the quickest and best customer care and Engagor helps us in this provision for our clients.
As with all types of software of this nature, Engagor is not perfect, however for such a wide variety of brands that we need to monitor, the platform copes pretty well, able to recognise most areas of sentiment. Twitter mentions are available almost instantaneously. With Facebook there is a slight delay but this is due to the social platform's APIs rather than Engagor. One annoying feature however is the translate function, which operates through Bing which is possibly the worst free translation tool, meaning that we tend to go separately through Google for more complicated posts.
Most of the analytics and insight available are really good. The ability to set custom dashboards is very convenient for generating daily reports. The information from "trending topics" is interesting but the Word Clouds are really not very good. We use Wordle to create our daily word clouds which is unnecessarily time consuming.
Best suited scenario is one central company with many sub-brands / multiple accounts, rather than lots of different companies - as smaller accounts can easily get lost. It can be less suitable when generating lengthy reports, as only up to 100 mentions can be exported in PDF at one time. If editing large quantities of mentions (i.e. sentiment on retweets or likes) there is a limit of 500 which again is inconvenient.