Best listening tool for quick results and flexible Boolean queries
October 29, 2013

Best listening tool for quick results and flexible Boolean queries

Kristen O'Neill | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • MAP (primarily) and Heartbeat (limited use)

Overall Satisfaction

  • Utilizes Boolean queries which enables user to build very specific, complex searches.
  • Returns search results in near real-time (vs. several hours or days like competitor products).
  • Easy-to-understand, intuitive platform. Easy to navigate through listening results.
  • Fairly expensive.
  • Customer service response time can be inconsistent.
  • Complemented our media monitoring efforts, making our daily reports that we created for clients more comprehensive.
  • Enabled our agency to stay on top of market trends by listening to what topics/keywords were "hot", which guided our content marketing strategy.
  • Assisted our clients in understanding what was being said/written about them online so they could better develop a unique and effective POV for their brand.
There are two differentiating features that Sysomos MAP has that the competitor tools I have experienced (Radian6, Meltwater Buzz) did not: user-friendly Boolean queries for searches and near-real-time results. The former is important because, of course, your results are only as good as your search/campaign. With Sysomos, once you master Boolean queries (which isn't terribly difficult) you're set for creating any kind of listening report. I strongly prefer this to the "campaign creator" forms that other services provide.

Second, Sysomos MAP returns results almost immediately - like a Google search. So if you get your results and see that you need to tweak your query - no big deal. Or if you have a last-minute request for a client - not an issue. Meltwater can take up to 48 hours for a search to fully populate. This is a major issue if you get your full set of results back and see that you need to adjust the query; you're looking at another two days of wait time. A long wait on results can also prove problematic in agency settings where clients or prospective clients often need results with a quick turnaround.
For those new to listening products and/or Boolean queries, it would be smart to ask what kind of service level they could expect. And also to get a certain number of hours or predetermined number of training sessions in writing as part of the contract. With all listening tools, there is a learning curve. If your business or agency doesn't have knowledgeable people in house, you'll want some training beyond what's available in the FAQs section.