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Still new to product, but so far so good.
November 21, 2012

Still new to product, but so far so good.

Vinny Poliseno | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Sysomos Heartbeat (legacy)

Overall Satisfaction with Sysomos Heartbeat

  • We are starting to get support alerts sooner than when we would just get tagged with complaints. Currently if there is anything negative being said about us we are alert as it happens which allows for us to get on top of the issue should there be one at the present time.
  • The connection into Salesforce.com isn't that strong.
  • Being so early in this process I don't have any tangible data to provide positive ROI currently.
Radian6
Meltwater Buzz
UberVU
Vocus
They seemed to be the best product when I was vetting the rest. I'm somewhat happy so far.

Using Sysomos Heartbeat

3 - Support staff and Marketing
1 - It's just me. Eventually I am going to get my colleague completely pulled in as well to free up some of my time.
  • This gives us the ability to monitor not only our brand but even competitor data across the internet. This isn't only social posts but including blogs/print/news where our queries are mentioned.
I am still on the fence on what we will do when it's time to renew.

Evaluating Sysomos Heartbeat and Competitors

We were just using TweetDeck, Facebook, Twitter and Google Alerts to try and track our own brand mentions but weren't coming back with enough data.

Sysomos Heartbeat Implementation

The implementation was pretty easy.
  • Vendor implemented
  • Implemented in-house
It is a SaaS product so there really wasn't much implementation. I had to go in and make a few connections to accounts we have in the social world.

Sysomos Heartbeat Training

  • Self-taught
It was too difficult but it would have been nice to have our account manager give us a better this is how you do it method. I know when I saw the demo from the sales rep I wasn't able to retain everything he showed me.

Sysomos Heartbeat Support

I didn't find my account manager too keen on helping me. I had to do majority of the research all on my own.
No
You get an account manager to help you stand up your environment.

Using Sysomos Heartbeat

It is a pretty easy product to pick up and run with. Though the queries and tags you use to monitor can be tricky at times and require you to think your ultimate goal of what you want to achieve.

Sysomos Heartbeat Reliability

I haven't noticed an issue of this being at all.
This has not been an issue. It is actually beating TweetDeck when we are tagged within a post that TweetDeck is monitoring.

Integrating Sysomos Heartbeat

  • Salesforce.com
I am able to view the product from within my Salesforce.com login, I had to install their custom application which created a few custom fields throughout the system. Along with create some workflow rules.
  • None at the moment.
N/A

Relationship with Sysomos

We were able to negotiate a lower cost per year one and no automatic renew. It's like any other sales contract everything can be negotiated down.