12mass vs. Brand24

It's best used in customer service, esp for those encountering similar interactions from time to time. Also, you can totally use it to seek opinions from relevant users on a matter regarding your business, the tool is perfect for engaging and crowd-sourcing.

Brand24 is perfect for a company that wants to build up its social media presence. It's great to know when our organization is mentioned online so I can engage with other companies. I like the mobile app but if there was a way to be notified via phone with it that would make it even better.

Incentivized

• Targets only those users who have a demonstrated/mentioned interest in the solution you are offering
• Easily allows you to personalise your responses, and provides stats to allow you to track which ones are more popular (higher conversion rates). That way, you quickly know which responses are hitting home; which ones the people care about.
• The UI is intuitive. In the past 6 months, I've seen the changes made to the layout, and the learning curve is less daunting now.
• Free 30 day trial. They don't mess around. Try it; if it works, great. If not, ah well.
• It allows an SME like ours to take on bigger companies with bigger budgets.

• Tracked negative sentiments
• Had a broad scope of social media tracking thru various popular apps and websites
• Allowed you set up instant triggers to find post that submitted very recently

Incentivized

• The system is rather bulky and can be complicated for new users to get familiarized with at first. There are a lot of tools to refine your search, which takes a while to understand the logic.
• It can be a bit slow at times and you'll need to refresh the system and type the search again.
• Would love to see the statistics being present in a more comprehensive way with a dialog decision tree drawn out.

• Pretty weak on its algorithm to determine if a comment was positive, neutral, or negative
• Statistics weren't overly useful for us

Incentivized

In addition to what I've said, maybe its personal, but I don't waste time on a new product if I find something that works. If I hear of anything better (maybe on TrustRadius!) then we'll see. But for now, if it ain't broke don't fix it. My efforts could be much better used elsewhere.

It's easy to use, after a while you'll get used to it and find it easy to navigate

Maybe its a small company and they don't have too many customers, but they always reply quickly and to the point. This saves me time and allows me to make money for my company :)

see the tutorials on you tube. that helps

We selected 12mass because they responsed to our queries readily, and understood our concerns. The CEO (Agmon) doesn't waste time or effort, and got down to the brass tacks during our discussions. Even today, if there is an issue, the team is quick and reliable in responding

I would start with Mention as opposed to beginning with Brand24. We originally used Mention but the price was increasing year-over-year so we wanted to try a cheaper alternative. We eventually did go back to Mention after Brand24, due to its ease of use and it was also easier to monitor our brand with Mention in the end.

Incentivized

• Better customer service and more interactions on twitter for sure! I've seen a huge jump in the interactions since I started using the product. Also, I've established a lot of connections with influencers by asking meaningful questions.
• It definitely saves time, I don't think you can ever engage with that many people manually.
• More people are trying our products as we find a fit between their needs and our offerings through engaging with them on Twitter.

• Positive: We can respond to customers in a reasonably realistic timeframe.
• Positive: We get updates from old content that has new activity.

Incentivized