Item: Salesforce Marketing Cloud
Rating: 7
Author: Verified User

Overall Satisfaction with Salesforce Marketing Cloud Social Studio

Use Cases and Deployment Scope

Radian6 was used for one of my prior jobs to have an organized dashboard of our brand social media handles - set up to respond to customers, brand engagement, social listening, etc. It was being used by the customer service team and also by the marketing / social media team.

Pros and Cons

Pros

Very easy to use
Friendly interface
Little errors / bugs

Cons

Heavier analytics abilities
Ability to look at platforms that are review sites, amazon, etc rather than just social sites
Updated interface

Return on Investment

Decrease in wait time to respond to consumers
Increase in customer retention and return customers to social
Increase in page visits to the brand page

Alternatives Considered

Khoros Care (Formerly Spredfast + Lithium), Sprinklr Modern Engagement (formerly Social + Messaging Suite) and TweetDeck

I think that Radian6 is definitely less complex than Khoros Care (Spredfast and Lithium now) and Sprinklr since those tools are also highly focused on analytics and reporting, rather than just community management. Although Radian6 has analytic capabilities, in my experience it was not very thorough. It is a much better tool than TweetDeck, however TweetDeck is much more affordable.

Key Insights

Do you think Salesforce Marketing Cloud delivers good value for the price?

Not sure

Are you happy with Salesforce Marketing Cloud's feature set?

Yes

Did Salesforce Marketing Cloud live up to sales and marketing promises?

Yes

Did implementation of Salesforce Marketing Cloud go as expected?

Yes

Would you buy Salesforce Marketing Cloud again?

Other Software Used

Khoros Care (Formerly Spredfast + Lithium), Sprout Social, TweetDeck

Support Rating

I don't remember having to reach out to support quite often when working with Radian6. However, before I started in that position working with the platform, my manager relayed to me that the customer support for Radian6 and Salesforce overall was quick and efficient, and that they usually got back to him within a day or so.

Likelihood to Recommend

I would say that Radian6 is a fine tool for a company or organization that needs a cohesive platform for their social media handles and how to respond to customer/consumers in an efficient matter. I think that Radian6 training time does not take too long as the tool itself is not as complex as others.

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Community Management Radian6 Review

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