NetBase review
August 14, 2015

NetBase review

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

Modules Used

  • listening

Overall Satisfaction with NetBase

Many different areas of Nespresso use it. I use it myself to do the listening of the brand. So I have a few words set in and I read daily what people say involving our brand. People from the Consumer Service area answer posts on Facebook or Twitter through this tool as well. The problem is that it doesn't bring us results from unpublished posts on Facebook (dark posts) and also it brings only few mentions from Instagram. It is good to monitor for crisis prevention, so we have lots of bad words configured on the tool and see a “bad” post as soon as it appears and try to solve the problem as quickly as possible to prevent it from having such a big impact.
  • Integration across areas
  • Prevent Crisis
  • All your bigdata in the same place.
  • Bring more results from Instagram.
  • Bring comments from unpublished posts.
30 - They are mainly from the marketing area. They are from the consumer care, from the social media listening area and others related. They will construct the image of the brand with consumers or potential consumers, so as much information as quickly they have it, the brand will succeed on the proposal.
  • More efficient consumer service.
  • Reach the correct people that we have as our goal.
  • Efficiency on doing the listening
It was contracted by a strategic manager team and I had no decision power at that time.
In general it is a good tool and attends our needs very well. Of course it could be improved, but there is nothing that makes us dislike it.
You have to pay attention if need data from the past. For example, would you like to know what people said about your brand last week or last year? Most tools on the market today charge you by number of results and you have limit on keywords to configure. So these are important points to consider.

Quid Feature Ratings

NetBase Support

They are so kind and attentive and want to solve your problem as soon as they can.
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
Once I had a problem with a post and they helped me to configure the tool correct and include special characters to be successful my search and to get the correct results.