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Solid But Needs To Keep Up With Twitter
What do you like best about the product?
Tags, Custom Folders, Analytics, Customer Service Opportunities
What do you dislike about the product?
Client does not keep up with Twitter API changes fast enough.
What problems is the product solving and how is that benefiting you?
Fast social media replies with customers, social data analytics, one-on-one support
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Engagor experience
What do you like best about the product?
The interface for engage with our clients
What do you dislike about the product?
The absence of platform updates since the purchase by Clarabridge
What problems is the product solving and how is that benefiting you?
Currently we work managing 24/7 social networks of our clients giving a complete customer service
Recommendations to others considering the product:
Since the purchase of the software there are no updates and improvements in the software, the feeling is that in a short time will be overcome by its competitors
Social Care Management
What do you like best about the product?
CX Social makes your life much easier when you have multiple channels to moderate and manage. It's easy track historical data and insights that helps in providing accurate numbers and reports to our clients.
What do you dislike about the product?
Since we provide 24/7 service it's annoying seeing some delayed notifications every now and then.
What problems is the product solving and how is that benefiting you?
Online Social Media, customer service, listening reports and community management.
CX Social for Social Media Management
What do you like best about the product?
CX Social is ececrlkent for monitoring sentiment across a high level of incoming messages from muliptople pages across different social platforms.
What do you dislike about the product?
If trying to respond to all messages and the incoming is high, it can be slow retrieving all incoming messages.
What problems is the product solving and how is that benefiting you?
CX social allows you to monitor user engagement across different social platforms for a large number of profiles. Furthermore, it incorporates some really useful social listening benefits, essential for knowing what people say about your brand.
Recommendations to others considering the product:
Take advantage of the social listening features.
A platform made for listening
What do you like best about the product?
Inbox functionality, tagging options - contact tags and mention tags plus automated tagging
What do you dislike about the product?
Having to remember to track a stream before getting insights and otherwise not having the data retrospectively
What problems is the product solving and how is that benefiting you?
Being able to Surprise & Delight by proactively monitoring mentions of our business. We’re also able to track response time & see user reports to drive our customer care agents to improve themselves + know what to train them on. We’re able to monitor all social platforms in one tool which saves time.
Always very helpful and easy to use
What do you like best about the product?
All social platforms under one account making it easy to reply and keep up with all of our social platforms. It also help us see things we may have missed using each app individually.
What do you dislike about the product?
Sometimes the filters do not work. We are trying to save time to sort through posts. Words that we indicated to not be included were still included, along with selected languages.
What problems is the product solving and how is that benefiting you?
Getting all of our social media platforms into one place. It always use to be more time efficient
Recommendations to others considering the product:
Worth it
Great Platform for Response Management
What do you like best about the product?
I love that ability to sort and tag all social inquiries that come in. If the sales team or customer support team needs to reply, the CM can easily tag the appropriate person. It's so simple to use and great for scheduling posts as well.
What do you dislike about the product?
Sometimes post scheduling fails, which is a bummer. The other thing I dislike is that images still take up character count. The major thing I dislike, though, is that the Engagor app for iPhone doesn't work very well. Sometimes we have to post on the weekends and it would be much easier to have an app than to lug around a laptop. It's easier to use Facebook and Twitter native apps for weekend management of social channels.
What problems is the product solving and how is that benefiting you?
This is great for response management purposes. One of the best features is the ability to route things directly to clients for approval within the program. It saves time with calendars and keeps everything organized and in one place. We have tried many tools, but Engagor has a ton of benefits.
Recommendations to others considering the product:
Definitely give this a try if you have a large team or multiple parties in different areas that need to respond to social inquiries. The tagging is so helpful and user friendly.
Ahead of the game
What do you like best about the product?
First and foremost: the platform itself is brilliant, its extremely user friendly and flexible.I use both CX Studio and Designer.
Designer, where all the coding and rules sit is a little more complicated but with a little time getting to know they system I found myself whizzing around it in next to no time.
When they released CX Studio I was over the moon, it's very very good at data visualization. Having the ability to share dashboards, have them update automatically and scheduled exports is fantastic and takes away the need to email your findings to stakeholders.
I find it particularly useful when testing a hypothesis, looking back historically at changes and what is happening real time.
Clarabridge are excellent listeners and are always keen to hear suggestions for improvements and completely new ideas that you really do think are long shot. They have a great knack of providing updates you didn't even know you needed which is always a very pleasant suprise. They are constantly looking to improve what is already a very good platform. I have had a sneak peak at some of the new features for the winter release and i'm very excited for it to land.
The support team are great, they always respond quicker than I expect, their level of knowledge is exceptional.
Designer, where all the coding and rules sit is a little more complicated but with a little time getting to know they system I found myself whizzing around it in next to no time.
When they released CX Studio I was over the moon, it's very very good at data visualization. Having the ability to share dashboards, have them update automatically and scheduled exports is fantastic and takes away the need to email your findings to stakeholders.
I find it particularly useful when testing a hypothesis, looking back historically at changes and what is happening real time.
Clarabridge are excellent listeners and are always keen to hear suggestions for improvements and completely new ideas that you really do think are long shot. They have a great knack of providing updates you didn't even know you needed which is always a very pleasant suprise. They are constantly looking to improve what is already a very good platform. I have had a sneak peak at some of the new features for the winter release and i'm very excited for it to land.
The support team are great, they always respond quicker than I expect, their level of knowledge is exceptional.
What do you dislike about the product?
I'm not sure there is anything. I'm yet to come across anything I cannot do. When I have needed to utilise the support team things have been addressed in a very timely manner.
What problems is the product solving and how is that benefiting you?
We are able to highlight real time changes in what customers are talking about when they have been in touch with our customer contact center. We can look back at changes and highlight why results have changed and dig into exactly what is driving it and propose recommendations. We are currently looking to expand the data we input from only survey data to wider sources, such as Live chat transcriptions, complaints data and agent file notes. It's an exciting time and we look forward to seeing the out puts. We envisage it highlighting actual route cause from an internal perspective which then lead to customer dissatisfaction.
Recommendations to others considering the product:
Ensure you get involved in the initial model build. The person involved must have a good understanding of what customers talk about and in what context. This will save additional work fine tuning the original model. I wish I'd been involved at the beginning. However, it is flexible and easy enough to do the additional work yourself (I did ours)
Social Monitoring for your Brand on Steroids!
What do you like best about the product?
The best part of Engagor is the advanced analytics and in-depth reporting they offer your brand. Think Google Analytics Premium for your Social Media Activities and brand mentions.
Another great part of Engagor is the ability to micromanage the read and write access across your team. For reporting purposes they have a built in dashboard that reports upon summary actions for your team. For example you can see how many responses have been made on average per user.
Another great part of Engagor is the ability to micromanage the read and write access across your team. For reporting purposes they have a built in dashboard that reports upon summary actions for your team. For example you can see how many responses have been made on average per user.
What do you dislike about the product?
It is a bit pricey but this tool may be more appropriate for mid to larger sized businesses that have dedicated staff members monitoring their social marketing efforts.
What problems is the product solving and how is that benefiting you?
For companies that perform a lot of their customer service on social media , being alerted immediately and in a timely fashion can make or break a customer's expectations and experience with your company so it serves a vital part of that function.
Recommendations to others considering the product:
Engagor can be pricey for some companies that do not have dedicated personal to manage social marketing campaigns and customer support issues that may arise. I would suggest an alternative and more price appropriate alternative such as social sprout or hootsuite.
Interesting insight on your customers
What do you like best about the product?
The entire concept of analyzing my customers feeling and emotions is extremely beneficial in bettering my business.
What do you dislike about the product?
The cost is too high for what is provided.
What problems is the product solving and how is that benefiting you?
Analyzing customer's emotions and feelings on your products and service to better understand how to improve.
Recommendations to others considering the product:
Request a demo! Every business owner should evaluate their customers feelings and opinions.
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