Meltwater customer service is top notch
Updated February 13, 2017

Meltwater customer service is top notch

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

Overall Satisfaction with Meltwater Media Intelligence Platform

Meltwater is used throughout the entire business. It is used for editor outreach and influencer searches. It doesn't necessarily address problems, however it is an asset to the business to ensure we are contacting the appropriate reporters and editors for the success of our clients. I'm relatively new to Meltwater, so far it's been working well.
  • Keyword searches
  • Influencer searches
  • Creating lists
  • When searching keywords, deeper searches could be helpful. Not just the top publications.
  • Updating the database more frequently when editors change publications or positions. I want to know that I can trust that I am sending my pitches to the correct people.
  • It's helped me to discover publications that have written about a client that did not appear in other searches.
I switched from Cision to Meltwater mainly for the customer service experience. I felt like the only time I was contacted by Cision was to add additional features to my account. Rather than receiving customer service calls, I was receiving sales calls. When it was time for renewal, they increased my annual fee and basically said there was nothing else they could do. After I signed on for Meltwater, they tried desperately to get me back. Their platform worked well otherwise, but I want a team that will have my back so that I can have my client's back.
My business is small, so my budget doesn't allow me to engage in all of the features of Meltwater for tracking. I would need additional information and access to more areas to be able to confidently suggest the platform to other potential users. I'm pleased with the parts that I currently use.