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Review: "Using Viralheat Across the Enterprise - Highly Recommended"
https://www.trustradius.com/social-media-managementViralheatUnspecified5.119101
Jason Owen profile photo
October 31, 2014

Review: "Using Viralheat Across the Enterprise - Highly Recommended"

Score 10 out of 101
Vetted Review
Verified User
Review Source

Software Version
Enterprise

Overall Satisfaction with Viralheat

Vivint uses Viralheat across a few different departments - marketing and communication, sales, and customer success. Social media plays such a major role in the world today that we noticed it touched multiple departments and looked for a solution that spanned the different areas. Marketing and communications uses it for brand monitoring, messaging, and content. Sales uses Viralheat's lead identification feature to locate potential new leads. And customer success uses the tool to engage with our current and potential customers.
  • Lead Identification - We use this feature heavily. In our industry people are always looking to feel more protected so we've found that these leads are often hotter than others.
  • Monitoring - They topic profiles allow us to monitor for specific keywords that matter to us and our business.
  • Cross-functional - Many people on different teams can seamlessly use this tool to communicate with one another. This saves us a lot of time and manual work.
  • It would be great if we could customize reports since different departments use the tool.
  • The team & seat functionality is great, but there was just a little snag in the setup (an extra step that could be eliminated)
  • Added business - the lead identification has worked wonders with filling our funnel with qualified leads. The best part is the leads pretty much self-qualify themselves so our ROI has been impressive.
  • Efficiency - it's great to have a tool that three different departments can use. Saves a lot of time and manual work.
  • Cost Effective - we use one tool to manage our social. It definitely beats out the multiple tools we were considering in the past.
We selected Viralheat for a number of reasons but the biggest factors were because it had the lowest TCO (total cost of ownership) for the features available and the fact that we only had to purchase one tool. During the selection process we demoed with a handful of other SMM tools but realized that we would need to purchase two or more subscriptions if we wanted to get what Viralheat was offering in one.
20 - Vivint uses Viralheat across three major departments (listed below).

Marcom team - PR, social media, and marketing all use Viralheat to manage Vivint's social presence and push out content
Sales team - SDRs use Viralheat for lead generation and lead identification to increase the funnel
Customer success - Associates use Viralheat to communicate with current customers
Viralheat's publishing suite is great. We can create different groups to publish to and they support all the major networks we have a presence on. We can bulk upload, schedule posts, shorten links, customize links, attach images, target, preview... pretty much everything we would need to publish. Viralheat was lacking a sophisticated calendar and tagging feature that we wanted but we quickly found out that those features were already being built out. They promised us early beta access which was great.
This definitely deserves a ten. We were able to set up different roles and permissions for members on the team so we don't have to worry about the wrong person sending out the wrong message. When something comes in as a lead, the marketing team can quickly assign a task to the sales team. When something comes in as a customer service query, it's assigned to the customer success department. We can easily track the progress of tasks to make sure we're on track. Engaging with customers is simple through the publishing interface.
Viralheat has very strong monitoring and data collection capabilities. We get to choose the keywords and phrases that matter to us and put them into buckets. The nice thing is that each topic profile can carry more than one keyword so we aren't scrolling through multiple columns. The filter option allows us to customize what we want to see and don't want to see which is super useful for those in different departments.
Viralheat provides our team with tons of data - for company accounts and topic profiles. The topic profile analytics are thorough and include things like: number of mentions, sentiment, top influencers, demographics, etc. Viralheat also provides analytics across Facebook, Twitter, LinkedIn, Instagram, Tumblr, YouTube, the web, etc. The only request we have is to be able to customize the reports.
If social is a big part of your business in more departments than just marketing and communications (marcom), make sure to let the team know and ask how Viralheat can accommodate multiple users and departments. Viralheat was great during the evaluation process because they were willing to show us exactly what they could do for our company - they even customized accounts for us to show us the true value of signing on.

Viralheat Implementation

We were up and running within an hour.
Change management was minimal

Viralheat Support

The customer success team clearly cares about how well we do. They are quick to get back to us and they always offer to jump on a screen share so we can understand and learn new features.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes - Yes it was resolved very quickly.
Our bulk scheduling was uploaded erroneously and the content team needed a quick fix to makes sure the messages sent out contained the links we wanted to share. As soon as we contacted support they ensured they would talk with the dev team. Within a couple of hours, the fix was identified and employed.