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Hootsuite Enterprise Review: "Enterprising!"
https://www.trustradius.com/social-media-managementHootsuite EnterpriseUnspecified7.8244101
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Updated December 23, 2015

Hootsuite Enterprise Review: "Enterprising!"

Score 9 out of 101
Vetted Review
Verified User
Review Source

Software Version
Enterprise
Modules Used
Advanced scheduling, content library, ads, campaigns, The basics are easy to master, and there are lots of resources in Hootsuite University. ThE ability to make assignments and track and report on resolutions are excellent. And, they continue to add more functionality on a monthly basis.

Overall Satisfaction with Hootsuite Enterprise

It's being used by the corporate social media team along with the social media admins from our regional hospitals and service lines.
  • Publishing to multiple channels
  • Scheduling in advance
  • Content library
  • It would be nice to be able to add more streams to a page for monitoring.
  • Sometimes have difficulty with geo targeting of search results
25 - Marketing, Communications, PR and Community Relations.
  • Employee efficiency
  • Social care/customer service
  • Better engagement
Hootsuite scales much better than Sprout Social. It also has many more features.
It works well and they provide very responsive support.
It's important to consider the number of accounts you need to publish and monitor as well as the number of people you want to use Hootsuite. This all plays into the cost.

Hootsuite Enterprise Feature Ratings

Boolean keyword searches
7
Filtering out noise/spam
5
Sentiment analysis
5
Broad channel coverage
8
Content planning and scheduling
10
Audience targeting
9
Content optimization
8
Workflow management
8
Customer interaction histories
5
Bulk actions
9
Lead generation
6
Content marketing
8
Paid media management
8
Campaigns and promotions
9
Twitter
9
Facebook
9
LinkedIn
6
Google+
8
Instagram
8
Pinterest
5
YouTube
5
Campaign success analytics
6
Real-time tracking
8
Competitor analysis
7
Role-based user permissions & privileges
9
Mobile access
7

Using Hootsuite Enterprise

Support Headcount Required

2 - We have two people who support Hootsuite in our organization. I am a social media consultant for the organization, and the other person is a social media specialist level 2.
I have eight years of experience with social media and have used Hootsuite free, pro and enterprise. I have also used other platforms including Sprout Social, TweetDeck, SocialBro, Buffer and many others. Hootsuite Enterprise is by far the most comprehensive. Additionally, the training materials and support are exceptional. My background includes community management, strategy development, implementation, monitoring as well as training and education on variety of social media channels.

Business Processes Supported

  • Publishing
  • Engagement
  • Social Care

Innovative Uses

  • Love the content library for creating standard messaging that creates consistency across the organization when it comes to social care.
  • The integration of Nexgate Social Patrol for security to monitor for potential HIPAA or PHI violations
  • Reports on team performance

Future Planned Uses

  • Further development of the content library for use developing drafts for campaigns that can then be approved before publishing
  • The ability to publish photo galleries
  • Native integration of Instagram and the ability to geotarget Instgram search
  • The ability to monitor competitor and/or industry social channels

Evaluating Hootsuite Enterprise and Competitors

Products Replaced

Yes - Sprout Social. When we looked at Hootsuite Enterprise vs Sprout Social it was pretty much a no brainer. Hootsuite is much more comprehensive and provides the social care and team management functionality that we were looking for in a social media dashboard. We also found that Hootsuite's data was more accurate than what we had experienced with Sprout Social.

Key Differentiators

  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
  • Vendor Reputation
The feature that was probably the most important was the breadth of features that are available in Hootsuite Enterprise. And, they are continually adding new features, integrations and fuctionality. We have a relatively large number of social channels that we use and need to monitor. We also are heavily regulated and needed the added security that Hootsuite could provide with it's integration with Nexgate Social Patrol.

Evaluation Lessons Learned

I don't think we'd change anything. The reality is that there are many platforms and tools that are available for social media monitoring and engagement. It seems like there is a new one every day. Some of them have good features that are similar to Hootsuite. The difference in my mind is Hootsuite's experience and reputation. They are clearly an established leader that continues to innovate.

Hootsuite Enterprise Support

Support

9
They are extremely responsive and keep me informed. I typically get a response in an hour even if the issue is not yet resolved. Hootsuite support keeps me informed with consistent updates. They are also very knowledgeable and resourceful. Oh, and they're pretty friendly, too! We've really not had any issues that remained unresolved for any length of time.

Hootsuite Enterprise Customer Support Pros and Cons

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None

Premium Support

No - We don't pay separately for premium support because I think it's included with the Enterprise edition.

Bug Resolution

Yes - It turned out to be a technical issue on our end with the configuration of our network. That being said, the Hootsuite team provided solutions for our team to try and resolve the issue. Additionally, they followed up several times and even offered to work with our technical support to resolve the issue.

Using Hootsuite Enterprise

Usability

9
The only reason I didn't give it a 10 is because I'd love to have more streams on my screen at a time. At this point, the maximum number of streams you can have on the screen is four. I'd like to be able to have at least six or eight. Anyway, it's usability is excellent!

Usability Pros and Cons

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None

Easy Tasks

  • Standard reports
  • Adding social channels
  • Making assignments to team members
  • Scheduling posts

Difficult Tasks

  • Integration with LinkedIn is not the best. Not sure where the issue lies, but I can't use the Hootlet tool to schedule a post because it doesn't properly import the picture for the post.

Mobile Interface Availability and Impressions

Yes - It works very well. It allows me to participate in tweet chats on the run while monitoring our social channels from any location. I can also make assignments to team members or respond to comments. Basically everything I need to do whether I'm in a meeting or at one of our different locations without access to a desktop or laptop computer.

Hootsuite Enterprise Reliability

Reliability and Availability

10
We've never had a situation when Hootsuite Enterprise was not available. It has been very reliable.

Performance

8

Relationship with Hootsuite

Pre-Sale Experience

10
Hootsuite excelled in the sales process. They were responsive, followed up appropriately and provided everything we asked of them in terms of demos of the system and information for evaluating the product. When it came to customizing a package that would meet our needs, they were able to work out a solution that was acceptable technically and financially.

Post-Sale Experience

10
Within a very short period of time, the sales team made the appropriate handoff to their implementation and support teams. We received the necessary instructions for gathering all of the information they needed to help us begin the implementation of the product. This included the integration with Nexgate Social Patrol to secure our channels from hacking, and to help prevent potential HIPAA and PHI violations.

Key Negotiation Points

Hootsuite took the time to learn about our specific needs related to the channels we utilize and the industry in which we work. They provided several potential solutions and variations from which we could choose. We were able to then provide feedback on what we needed and didn't need when it came to the various features like training, crisis management simulations, scanning for any channels related to our company and price.

Dealing with Hootsuite

Don't be afraid to negotiate. Hootsuite is very willing to work with you to create a custom solution that will meet your specific needs. And, the solution can scale as you grow or your needs change or expand. For instance, you don't have to start with a custom training or education solution. The Hootsuite Enterprise comes with access to Hootsuite Universities extensive library of video training. But, if at a later time you want to implement any of their additional custom training, you can do that.
And, it's easy to add seats to the platform as your team grows, or as you expand use throughout your organization.