Cision Communications Cloud for Social Media
July 10, 2019

Cision Communications Cloud for Social Media

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Software Version

TrendKite

Overall Satisfaction with Cision Communications Cloud

Our media relations and social media teams in our Office of Public Affairs and Communications are using Cision Communications Cloud (TrendKite)* for media and social media monitoring. We create reports on major events and track day-to-day metrics on Instagram, Twitter, and Facebook through the Cision Communications Cloud (UnionMetrics) social listening component.
*[This review was written near the time Cision acquired TrendKite. TrendKite is now part of Cision Communications Cloud.]
  • Report creation.
  • Owned account tracking.
  • Including social data in overall media monitoring reports.
  • The social component could be upgraded to more accurately collect metrics on ephemeral content.
  • Social listening is done in a completely different program than the media monitoring - combining the two would make report creation much easier and allow for a fuller picture of an incident across traditional and social media on the built-in dashboard section.
  • Social listening only tracks Twitter. Public Facebook comments would be key in seeing a fuller picture of how an incident or campaign is playing out on social media.
Sysomos Heartbeat was better positioned as a customer service platform, but I like Cision Communications Cloud (TrendKite)* for its easy report creation. While Sysomos also has report creation functionality, Cision's reports are easy to understand and you're able to add comments and notes as it's being created to provide a nuanced explanation of the data that is shown.
My favorite aspect of Cision Communications Cloud (TrendKite)* is the easy drag and drop report creation. We use this particularly when we are reporting campaign results or providing a snapshot of an incident. Prior to using Cision Communications Cloud, we were creating multiple different reports using different services and then compiling them into one report - it was sloppy. Cision Communications Cloud has allowed us to create compelling, easy to understand reports for media monitoring directly from a Dashboard and then we add in the social listening component by adding more slides to that same report with easy formatting to make it match.

Cision Communication Cloud is less appropriate to use for real-time customer service on social media, such as responding to complaints or praise during a live event when the timing is key to head off negative thoughts. Because it is just a listening platform you cannot post from the same service in response to negative tweets so doing so would involve an extra step.

Transition from TrendKite to Cision Communications Cloud

There have been a few hiccups in our onboarding relationship with lag times in response after we reported confusion or issues with the product. However, the customer success managers have always been apologetic when they finally do respond and are willing to help, at times going above and beyond to make sure we're getting exactly what we need.