Item: Quid
Rating: 10
Author: Ted Tagalakis

Use Cases and Deployment Scope

We use NetBase to assist in solving a variety of business problems. To name a few items, the solution is used for social monitoring and intelligence for clients, new business development insights, and we have used it for advising on crisis management. NetBase provides us with not just a quantitative understanding of a business problem, but a qualitative analysis. The product's NPL engine is excellent in understanding net sentiment as well as themes, competitive brands, and relevant authors. Additionally, the platform not only identifies the geography of a conversation on the macro level, it drills down into the city/DMA level. Automated alerts for client topics ensure that a lifeguard is always on duty to keep an eye (or an ear) on the conversation.

Pros and Cons

Ease of reporting, conversation analysis, easy to build dashboards that give quick glimpses of the conversation/topic and allow you to drill down as needed.
Accurate sentiment driven triggered alerts let you keep your pulse on the conversation.
Topic setup is easy. Topics are easy to set up and advanced Boolean search functionality enables the use of wildcards to enhance topics.
Data access is outstanding. With 27 months of historical data built in and access to firehose data for social media platforms, data acquisition is second to none.

The product is awesome and its really hard to find a weakness as the product development team is kicking out enhancements almost on a monthly basis.

Users and Roles

4 - NetBase is used by our analytics department, media department, new business team, social team, and the creative team.

Alternatives Considered

Radian6, Sysomos MAP, Crimson Hexagon ForSight and NUVI

In my opinion, NetBase is a superior product to the competitive products that we have either used or evaluated. NetBase has better features, better data, and great support.

Other Software Used

Basecamp, MS SharePoint

Return on Investment

We've had tremendous success increase social media campaigns by over 200% for our clients.
We have been able to give accurate intelligence in critical crisis management scenarios and assist in vital communications.
The platform has also brought faster insights to the creative process.

Likelihood to Recommend

When social intelligence is crucial and you want serious insights, then NetBase is the solution.

Support Headcount Required

2 - Social media analyst and business intelligence team lead

Business Processes Supported

Crisis management
New product development/launch
Insights for creative development
Insights for campaign management
Brand health analysis

Innovative Uses

Trade show analysis
Geographical enhancement of paid search campaigns

Future Planned Uses

New business development
Product persona development

Likelihood to Renew

Great features, solid insights, and a robust product development cycle keep the product on the leading edge of social intelligence tools.

Products Replaced

Yes - Radian6. Product was dated and not as effective.

Key Differentiators

Price
Product Features
Product Usability
Product Reputation
Analyst Reports

Product features were huge. Most social intelligence tools offer a decent amount of initial features. NetBase offered historical data and a stable of features, however the new product development cycle is unbelievably fast. The product evolves quickly and with relevance.

Evaluation Lessons Learned

I wouldn't change a thing.

Implementation Rating

We had an internal implementation meeting with the NetBase team as well as a business seat implementation for one of our clients. I would highly recommend having all stakeholders attend an implementation meeting as they can understand the power of this platform.

Implementation Details / Implementation Partner

Vendor implemented

Implementation Phases

Change Management Lessons

Change management was minimal

Implementation Issues

None

Support Rating

Our NetBase support team is always there for us and has never let us down. They are willing to roll up their sleeves and dive into any issue or complex business problem that we are looking to solve.

Quid Customer Support Pros and Cons

Pros	Cons
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 - Our NetBase team takes care of everything we need quickly and efficiently. There has never been a need for premium support.

Bug Resolution

Exceptional Examples of Quid Support

Yes, there has been more than one time.

We had a client experience a crisis and the NetBase team pitched in after hours and on a weekend to ensure that we had monitoring up to speed and that we weren't having any issues.

Usability

It is by far, the easiest interface to use and offers a vast array of valuable features.

Usability Pros and Cons

Pros	Cons
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

Topic setup
Conversational analysis
Sentiment analysis
Theme analysis
Competitor review

Difficult Tasks

None

Mobile Interface Availability and Impressions

Yes

Performance

NetBase constantly updates the platform with features. The platforms ability to analyze complex social listening topics is exceptional. Its fast and gives you the ability to create standardized reports for a quick topic analysis. Additionally, the standard overview tab provides the topic at a glance and assists in quickly identifying areas to further analyze. Great product with excellent support behind it!

NetBase | Feature rich and deep insights

Overall Satisfaction with NetBase