Item: Hootsuite
Rating: 7
Author: Genevieve Flannery

Use Cases and Deployment Scope

We used Hootsuite to monitor our social media pages and respond to customers and employees. While the product is designed to monitor multiple social media platforms, we found that some posts were missed, so we would have to double-check several pages natively. This was time-consuming and required more manpower.

Pros and Cons

Monitored multiple accounts
Monitored multiple platforms
Clean, easy to read design
Easy to navigate and user friendly

Would frequently miss posts requiring double checking
Did not send email notifications
Did not provide statistical analysis

Return on Investment

Allows at a glance style columns that provided lots of information very quickly
Saved staffing and revenue as it allowed one staff member to monitor multiple accounts and platforms
Provided helpful information regards trends and popular topics

Alternatives Considered

Khoros Care (Formerly Spredfast + Lithium), Sprinklr Modern Sales & Engagement, NICE CXone (formerly NICE inContact) and Zendesk Support Suite

Hootsuite was a better tool than Spredfast and less cumbersome, however, the missed posts did require more staffing and revenue that could have been saved if the tool was able to deliver all posts across all platforms. The design is user-friendly and easy to ready and provides lots of information at a glance while filtering out spam.

Support Rating

The issue with missed posts was a daily occurrence and caused additional staff hours and revenue losses. Additionally, if missed posts weren't found and resolved, this caused business loss as well. While this could be anticipated, it caused frustration across the social media team and made training more tedious, and could potentially affect turnover.

Key Insights

Do you think Hootsuite delivers good value for the price?

Yes

Are you happy with Hootsuite's feature set?

Yes

Did Hootsuite live up to sales and marketing promises?

Yes

Did implementation of Hootsuite go as expected?

Yes

Would you buy Hootsuite again?

Yes

Likelihood to Recommend

Hootsuite works well for the majority of platforms and accounts, but it does miss posts [that] require double-checking the platforms. Hootsuite enables users to respond from the tool, which is very helpful and time-saving. However, due to missed posts, replies must be logged and monitored so double posts are not an issue. This takes additional staff and revenue which could be saved if Hootsuite gathered all posts across all platforms

Highly Effective Program for a Wide Variety of Users and Agents

Software Version

Overall Satisfaction with Hootsuite