Item: Topsy
Rating: 9
Author: Verified User

Overall Satisfaction with Topsy

Use Cases and Deployment Scope

In 2014, Apple purchased Topsy and we received a letter that our contract would not be renewed. We are extremely satisfied with Topsy, and have been searching for a replacement, without much luck.

Pros and Cons

Pros

Access to every single tweet ever sent since the start of Twitter.
Immediate access to results - extremely easy to generate search queries.
Multiple ways to visualize data.

Cons

Pricing is steep and on a per-user basis.
Limited amount of data sources - Twitter, links and videos.

Return on Investment

Immediate access to campaign performance data in social. Our sales team regularly requests metrics from campaigns several years old, and with Topsy, we can dig in and find it. This assists in helping them in their sales pitches to new clients and renewing deals with previous clients.

Quite simply, there is no other option out there with the amount of data we can get from Topsy. Others (like Radian6) have a large amount of data, but it isn't as easy to find, and creating reports is too cumbersome. Report generation in Topsy takes seconds, not minutes.

Likelihood to Recommend

Based off the price, I'd be hesitant to blindly recommend Topsy unless there is a need for the kind of big data it provides access to. If access to every single Tweet ever sent about your brand is important, then there is nothing else out there will do what Topsy does. At $12,000 per user, this is definitely not a product for the small social team, but if you manage a larger brand where reporting and brand sentiment mean a lot, then you owe it to yourself to evaluate Topsy Pro.

Using Topsy

Users and Roles

2 - Our social team covers a variety of functions - Social media management, customer care and PR. For social media, we mainly track realtime sentiment and influencer mentions. These can then be used inside Hootsuite to provide instant responses to mentions we may have otherwise have missed. For Customer Care, we monitor sentiment and ensure that our care agents are providing worldclass support within the target timeframe.

Support Headcount Required

We manage app support on our own using the tools and resources from Topsy. No additional resources are used here. The app is entirely web based, so no hardware was required other than our existing machines. To visualize Topsy Dashboard, we use a 65" LCD with mini-desktop and remote access.

Business Processes Supported

Instant access to all mentions of our product in Twitter since 2007.
Immediate and real-time monitoring of brand sentiment in social media.
Clean and easy reporting of our brand along with other brands and competitors.

Innovative Uses

Digging back to early Tweets as far as 2007. We have been asked for reports on the launch of our company, and were able to deliver this in a matter of minutes.

Future Planned Uses

Improved dashboard features. We currently use Topsy Dashboard as our secondary realtime monitoring solution, and Hootsuite Command Center as the primary.

Topsy Support

Support Rating

The few times we have asked questions, they were answered instantly by our own account rep.

Topsy Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed Immediate help available Support understands my problem Support cares about my success Quick Initial Response	Escalation required

Topsy - the ultimate in Twitter search, reporting and monitoring

Software Version

Modules Used