Get Meltwater... If You Like Pushy Reps and Want Things to Fall Apart Quickly...
November 18, 2019

Get Meltwater... If You Like Pushy Reps and Want Things to Fall Apart Quickly...

Alexis Ramsey | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with Meltwater Media Intelligence Platform

My team (6 support specialists) and I used Meltwater Media Intelligence Platform to engage with a social audience of 2M+ and schedule LinkedIn posts on occasion. We switched to Meltwater Media Intelligence Platform from Salesforce, and that was a mistake. Setting up Meltwater Media Intelligence Platform was easy, and technical support was attentive, but within three months, glitches began to arise, and my team was unhappy with the software as a whole.
  • Setup of social profiles and adding users is a quick process that was easy to understand without any formal training or directions.
  • Scheduling content across social platforms is straightforward and utilizes a drag and drop option, which is quick and effective.
  • Technical support can be reached within the software, so putting in a request ticket from multiple users is helpful.
  • Software is glitchy when it comes to actions taken on native (i.e., liking posts) and having them register on Meltwater Media Intelligence Platform promptly. This made for a lot of "double-tapping" from our team for engagement.
  • The reps for Meltwater Media Intelligence Platform are not helpful and continued to be pushy about selling more services, getting a contract renewal, and contacting team members that were not the point of contact.
  • The number of users for the cost you pay is limited. With other services, the number of seats is usually enough, but with Meltwater Media Intelligence Platform, it was constantly "for another $1000, here's another user" even though the software cost was well above competitors.
  • Meltwater Media Intelligence was the most expensive software we utilized, and comparative services are much more cost-efficient`. Even if it's a first-year introductory cost for another service, it's still worth it.
  • Our team spent a lot of time working with their technical support to fix glitches, inquire as to why something wasn't working, and double-check a lot of their engagement to make sure it was working correctly. A lot of time wasted.
  • The additional time of fending off the reps, emailing needs, missing deadlines about renewals because they weren't communicated was also a time suck, and incredibly disappointing.
We originally had Salesforce/Radian6 and switched to Meltwater Media Intelligence Platform to align with what other similar brands were using, and because at that time, Salesforce was experiencing technical issues. After a year and a half with Meltwater Media Intelligence Platform, we switched back to Salesforce and couldn't be happier. The cost is a minimum $5K cheaper, there are training modules for our team that made set up simple, one on one training available for new hires, and no issues within the first three months so far.
Meltwater Madia Intelligence Platform technical support was responsive at first, but as issues piled up, they because less reactive promptly. The team stopped putting in tickets and just "accepted" the problems. The reps did not help escalate any issues that were pressing, and instead only responded if you wanted to purchase another software or inquire about a contract renewal.

Do you think Meltwater delivers good value for the price?

No

Are you happy with Meltwater's feature set?

No

Did Meltwater live up to sales and marketing promises?

No

Did implementation of Meltwater go as expected?

Yes

Would you buy Meltwater again?

No

If you are already familiar with Meltwater Media Intelligence Platform and switching to a competitor would cause a hardship for your team in terms of labor, then stick with it. However, if you could use more ODC budget, want reps (we went through 3) that are not pushy and listen to your concerns, or want a software that has more training capabilities built-in for your team, then I can't recommend Meltwater.