Great Tool - Would Recommend to Businesses Focused on Social Listening
February 19, 2016

Great Tool - Would Recommend to Businesses Focused on Social Listening

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Software Version

Sysomos Expian (legacy)

Overall Satisfaction with Sysomos Expion

With Sysomos, you get instant and unlimited access to all social media conversations. The ability to see what's happening, why it's happening, and who's driving the conversations. And the power to uncover meaning in the data—not only from the tone of conversations, but from advanced sentiment analysis by gender, age and location. We used Sysomos across the Remington eCommerce Team for social media listening and evaluating how our hotels were doing in the social atmosphere (primarily Facebook & Twitter). It helped supplement the social media management software we had which didn't give as detailed reports as Sysomos Expion did.

Pros

  • Sysomos Heartbeat: the proactive social media monitoring software. The dashboard was efficient and minimalist, and provided detailed reporting on where the social conversation was held for each individual hotel. The rich data and the simplicity of the dashboard made this tool particularly useful and easy to implement -- it was also easier to train new employees with the software.
  • Sysomos Heartbeat: We also used it to keep track of any crisis that arose. The tool made it easy to catch any spikes in conversation that would spread rapidly either across one channel or multiple channels.
  • Customer Service: Our hotels receive lots of inquiries, requests, payments, and reviews through various social channels. Sysomos helped keep track of them.

Cons

  • Slow/clunky: the dashboard wasn't always as fast and load times were slow. When scheduling content for 90 hotels, this can be particularly burdensome.
  • Scheduled posts would often not post or go through.
  • The dashboard did have some responsiveness issues, and wasn't as user friendly as expected or marketed.
Six
  • Increased engagement by 35% across all hotel portfolios.
We've used Sprout Social & Hootsuite in the past -- and they all stack up pretty evenly. Sysomos has the same features as Sprout or Hootsuite, except their reports and analytics are a little more detailed. Hootsuite has a better social media management software and dashboard though.
It's a great tool, but you should always evaluate your own company goals and see whether this tool is suited for your business or not. There are a lot of social media management and listening tools out there -- Sysomos did work well with us though -- but we chose to transition over to Sprout Social instead.

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