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Engagor - The engaging platform that keeps on improving
Updated January 21, 2015

Engagor - The engaging platform that keeps on improving

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

Software Version

Enterprise

Overall Satisfaction with Clarabridge (discontinued)

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.
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.

Using Clarabridge (discontinued)

8 - CEO / Director
Account Managers
Reporting / Analytics Specialist
Social Media Customer Care Specialist (x5)