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The best tool to understand your communities and measure the performance of your social media strategy
July 13, 2015

The best tool to understand your communities and measure the performance of your social media strategy

Boris MERCIER | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Modules Used

  • Analytics Pro
  • Post Paid Detection (PPD)

Overall Satisfaction with Socialbakers Suite

SocialBakers Analytics is our main platform to analyse and centralize the insights of our various social media platforms. It also allows us to benchmark all our principal competitors and compare with the average of our market. It's a real-time decision making tool that helps us maintain the highest level of engagement with our communities and response rate from the team. It's used by the whole social media department in order to share social media insights with the rest of the company, board included.
  • Engagement Rate is clearly defined in SocialBakers and can be compared with competitors. Its definitely a metric and not only a concept in this platform.
  • Response Rate Insight give us a clear insight of the performance of our team in order to maintain the quality of service we provide to fans/communities/customers.
  • Presentation of data in SocialBakers Analytics platform is complete and simple at the same time, the tool can be used by social media expert and newbies at the same time.
  • Not all the Asian social media platforms are included as of July 2015 (but they are working on it)
  • Mobile app is a bit limited and not so easy to use as the web version.
  • By providing in real time the quality of our social media communication, it allows us to adjust and optimize our organic reach and impressions.
Which social media platforms need to be monitored? (Should be in the list that SocialBakers includes)
How many competitors do you need to monitor? (Cost is per profile monitored)

Using Socialbakers Suite

12 - Social Media team:
Head of Social Media
Social Media Strategists
Social Media Coordinators
Social Media Analysts
Social Commerce Manager
Social Ads Managers
Community Managers

Socialbakers Suite Implementation

The platform is so easy to understand that no "expensive consulting firm" is necessary to implement it!
  • Implemented in-house
Change management was minimal

Socialbakers Suite Support

Compared to other vendors that generally charge you for customer support and a not always perfect service, SocialBakers support is included and very efficient.
ProsCons
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
No - Premium support is included, customer service is nice, fast and efficient.
Yes - yes, definitely. The team has a great attitude, always trying to learn from issues/mistakes to improve the product.

Using Socialbakers Suite

Web version is perfect. Lost 2 points because of mobile version that could be optimized.
ProsCons
Like to use
Relatively simple
Technical support not required
Well integrated
Consistent
Feel confident using
Familiar
None
  • Dashboard
  • Channels overview
  • Competitors comparison
Yes - Full web version is viewable on mobile, not really optimized but still working.
Mobile app could be updated, it's a bit complicated to use.