Radian6 is a solid tool that sets you up for success!
January 17, 2014

Radian6 is a solid tool that sets you up for success!

Susie Mac Kinnon | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Radian6 (legacy)

Overall Satisfaction with Radian6

At CDW, we use Radian6 as our "listening tool" for mentions of our brand, products and competitors. Radian6 is used mostly with the Social Media Project Management team and Customer Service. With the Customer Service organization we are looking for "cries" for help or customers that may be experiencing a negative customer experience with our company. We have been able to indentify when pricing issues were taking place on our website my monitoring tweets, step in on blogs where customers were voicing opinions and experiences about our company, and even thank posted who would post positive recognition about our organization. For us, the main problems it addresses are the most urgent when customers aren't recieving calls back from our co-workers or not getting their desired resolution. The Social web allows customers an easy outlet to get help instead of calling a call center or sending an email. Radian6 helps us get access to those posts right away rather than waiting for a customer to have time to stop and email or call. Not to mention, the marketing tool that it creates for our customer service. People see us posting back publically to these posters, offering our services and wanting to help. Radian6 helps us maintain our presense of wanting to provide an unmatched customer experience to all of our customers.
  • Weeding out posts that don't pertain to CDW. We are able to set up filters that allow us to avoid seeing clutter from other posters.
  • Allowing direct access to the post from the portal. When a tweet comes accross with a CDW mention - the ability to click and access the site it is posted on is key for maintaining productivity and insuring our response gets out to the customer quickly.
  • There are sites where CDW has presense that Radian6 is not able to tap into to include in their search. This causes us to have to run separate searches on individual sites. It would be great if Radian6 could really be our "one stop shop" to searching all of the web for mentions of our organization.
  • Better Customer Service. We have saved alot of negative customer experiences with being able to approach customers after a complain is made in the Social environment.
  • other
This is the only product that our organization has used to monitor social media.
Radian6 is well suited for organizations looking to tap into Social Media and see what is out there and what opportunities monitoring Social Media will bring to their organization. What is great about Radian6 is that you can use the tool for as little or as much as you want to get out of it. Even using it a little opens the doors to some customer facing/saving opportunities that will help you get a better understanding for how your organization is viewed.

Using Radian6

While I am not a key decision make in the investment, i continually provide my feedback on the tools and support that Radian6 provides us.