A good social tool, but could be improved with some enhancements
Updated October 30, 2014

A good social tool, but could be improved with some enhancements

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Meltwater Buzz

Overall Satisfaction with Meltwater News

We currently use Meltwater Buzz to schedule content on our Facebook and Twitter accounts, moderate and respond to posts and comments on these channels and also to listen to conversations concerning our organisation across social and blogging channels.
  • Great scheduling calendar allowing for easy planning of posts. Allows you to create shortened links that can be tracked for analysis later on.
  • Engage Inbox is helpful in keeping on top of and assigning tasks to others in a team to ensure appropriate, timely responses are posted to all enquiries.
  • Reporting on both listening, and engagement is quite good providing the ability to filter by date, keyword or author.
  • Allows for social CRM which tracks user sentiment, conversations and influence rating.
  • Not all channels can be scheduled through this platform which means more manual work elsewhere. Currently only Facebook and Twitter posts can be scheduled through Meltwater Buzz.
  • Sentiment is often recorded as neutral when it really should be. This means lots of manual changing needs to be done in order to gather accurate stats.
  • Listening is based on keyword, although even when exclusion are included, quite a lot of irrelevant mentions get through again requiring manual intervention.
  • It has had the impact of an increased level of customer service
  • It has helped grow our social media channels through listening and analysis
  • It has made our processes around social media more efficient
I have only ever used Hootsuite previously for social media planning and scheduling but that did not allow for listening or analysis options so can't really be compared.
It is ideal for organisations wanting to integrate social engagement and monitoring in one place with the ability to moderate and export reports in a reasonable simple manner.

Using Meltwater News

5 - Social Media manager schedules and monitors posts, uses reporting functions for analysis, and assigns tasks to customer service team.
Customer service team check workflow and respond to enquiries.
Media team schedule and monitor news items
Other managers monitor and use reporting functions
1 - A small amount of technical skill is needed in navigating and understanding the functions or each area, but once established this is not difficult.
  • Social media listening
  • Social media engagement
  • Social media reporting
  • Listening has provided insights for topics of interest to our audience
  • Social CRM
  • Competitor analysis
While Meltwater Buzz has many wonderful elements, there are several frustrating things such as limited channel options, inability to customise reporting functions and the manual task associated with the listening option that let it down.

Evaluating Meltwater News and Competitors

  • Existing Relationship with the Vendor
The product was chosen prior to me being in this role, so I did not have a say in choosing it. I will be looking at alternatives next time the contract is up. I will look at other products that offer similar tools and make a judgement based on features vs cost and weigh up the importance elf each element.