Very strong product with a fantastic UI.
November 12, 2012

Very strong product with a fantastic UI.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Review Source

Overall Satisfaction

  • Closed loop tracking: Social Dyamx allows me to monitor the a case all the way from original tweet, through various hand-offs in customer support all the way to resolution. The product design is very visual and it’s easy to track this flow and see when issues get resolved.
  • Great filtering capability. The software is able to filter out the tweets or Facebook posts that we need to respond to and give us priority. This is a huge time saver.
  • Analytics: We haven’t fully leveraged the analytics capabilities yet, but what we have used looks very strong. We can pretty much track everything. Overall social case trends (so that we can monitor potential product issues), number of cases per period, etc. In addition, because the application is tightly integrated to Salesforce, we can also see if cases originate from product evangelists / fans so that we can proactively give them a call to let them know we are working on the problem. We can also see which customer segment cases are coming from etc.
  • People: The SocialDynamx staff is wonderful. They are extremely helpful and responsive to our issues.
  • We have not been using the product for very long, but so far we are not aware of any product shortcomings. It’s a really great product.
  • Much better visibility into customer usage issues
  • Faster time to ticket close leading to happier customers
  • Much better analytics around number of social support cases / average time to close, etc.
• This is a great product. But as we dig more into the analytics capability, we may compare this to Radian6 to make sure that the product offers the same level of analysis. Although I was overall not entirely happy with the Radian6 product when I used it some time ago, one of the things that did impress, is that they have deep relationships with Twitter, to the point where their Twitter analysis capability was uniquely strong. In addition, as the overall social strategist for the company, I’m interested in a platform that would allow us to monitor processes beyond customer care, such as sales and marketing enablement. If Radian6 (post acquisition by Salesforce) can demonstrate that capability, that might make me reconsider my commitment to SocialDynamx.

Product Usage

4 - • We currently have 4 licenses: In addition to me, one social care community manger, and on each in customer support and Customer Service.
  • We are in the business of keeping businesses online. As such, our #1 priority is customer service – that prioritization applies to our social media approach as well. We are first and foremost on Twitter, Facebook, etc. to help any customers who ask for it. As we continue to ramp up the awareness and visibility of our social care, we are seeing a gradual decline in call center contact.

Evaluation and Selection

• We were not really using anything comparable. Primarily Excel spreadsheets. I have used Radian6 in the past at a different company.

Training

  • In-person training
The team received training (from the same executive team member who has been supporting us) over the web and this was of very high quality.

Configuration

• It’s important to integrate with our CRM system so that call logs etc. are stored in the customer record.

Support

The company executive we have been working with has provided excellent support and has been highly responsive.
No - • As an early customer, we have been working primarily with one of the executive team to resolve any issues.

Usability

• The UI is extraordinarily well designed. Particularly in the analytics area, the charts and graphs are beautiful. Not only are they amazing visually, but they make trends and actionable data instantly apparent.

Reliability

Integration

  • Salesforce.com
We integrated so that all call logs in SocialDynamx are sent to SFDC and automatically stored in the customer record. This was a very straightforward integration and did not cause much difficulty to set up.

Vendor Relationship

Very easy. They are really great to work with.
We are using the software on a trial basis.