Team functionality and clean UI are great.
November 12, 2012

Team functionality and clean UI are great.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review

Overall Satisfaction

Pros

  • We have tried many different tools and HootSuite is definitely one of the best:
  • We have a huge social media team and one of the best features is the Teams functionality that enables us to configure the product to reflect the way we are structured We can build separate organizations with different team Each team member is in turn mapped to a social media profile, or account (several people can then contribute to a single profile discussion). This functionality enables us to build a highly collaborative platform where we can have multi-threaded conversations with This allows for much deeper conversations that are possible in the single response model of other tools.
  • In addition, product support is highly responsive and We always get our questions answered / issues resolved They are also really good at building in new functionality based on client suggestions.
  • The UI is extremely clean and Great user experience.
  • We do use Radian 6 for analytics – much deeper than HS…search across blogs and forms…don’t use as response tool
  • We use HootSuite for FB and Twitter only

Cons

  • The product does not have any obvious weaknesses, however it cannot do everything we need:
  • HS does not offer sentiment We use Radian6 for this.
  • We also use Radian6 for analytics as the analytics functionality in Radian6 is much deeper and it can search across a wider range of channels, including blogs and In addition, we also use another product called Simply Measured to perform an even deeper level of social Simply Measured has a powerful reporting engine that allows us to build custom reports to drill into any metric we The reporting capabilities in HootSuite are much more pre-packaged
  • Team functionality is a highly efficient way for groups to manage many different social teams The product is configured to match our organization.
  • Scheduling of tweets and FB posts in advance is also a great time saver.
We are happy with the combination of HootSuite Enterprise for scheduling / engagement and Radian6 / Simply Measured for advanced analytics. We are highly likely to maintain this combination of products for the foreseeable future.

Product Usage

97 - Team of eight account managers each managing their own clients
o Fourteen social media specialists (hands-on team leaders)
o Over 70 community operatives doing the day-to-day work of responding to posts, etc.
o We have a completely different reporting team that uses primarily Radian6.
1 - I support the product internally.
  • Social listening
  • Publishing / Engagement
  • Team management / workflow
  • Customer support
  • Marketing campaigns
  • Main task is to respond to comments made over social channels to our various game communities
  • Each game has its own Twitter and FB Gamers leave comments / ask questions / makes suggestions (often negative, sometimes / request status updates on unreleased games / ask for others to participate in MMOs (massively multi-player online games). Originally they were surprised to get a rapid response, but know they have come to expect
  • Secondary task is scheduling FB posts / Tweets to multiple accounts and centrally managing multiple accounts

Evaluation and Selection

Tried Meltwater Buzz / Jitterjam, Sysomos and Sprout Social.
Use HootSuite Enterprise to listen and engage with Facebook and Twitter profiles only.
Currently using HootSuite Enterprise in conjunction with Radian6 and Simply Measured for analytics.

Implementation

Training

  • Self-taught
My boss trained me, and I did not get any formal training. Occasionally I look at HS University to figure something out.

Support

As an enterprise customer, we have access to Tier 1 support.

Customer support is generally excellent. HootSuite University is a good resource, although we don’t use it as much as we should.
No - Included in Enterprise product

Usability

Clean user interface. Very easy to navigate.

Reliability

Any outages are communicated in advance and have not been a problem. We let our clients know based on communications from HootSuite.
Since we operate 24/7 with multiple shifts, planned outages can interfere with our operations, but we can always work around it.

Integration

Vendor Relationship

Very easy to deal with. As an enterprise customer, I feel that we have their ear.
We were on older pricing scale. That account had 30 seats. Recently we added additional seats and in order to do that, we migrated to new pricing scheme. This is more expensive, but HootSuite justifies the higher price by including unfettered access to analytics for all users at no extra cost. However, as we use Radian 6 for analytics, this doesn’t really affect us. Under the new pricing model we can add additional seats for an additional price.

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