Oktopost vs. Sysomos, now part of Meltwater

The product is very easy to use. And the features are very good. I have not experienced anything less appropriate. It works as I expect and empowers me to be a better promoter of my company's social media which is directly tied to our company goals. It functions as expected and I would not change the user interface.

Incentivized

Sysomos Expion is best suited, in my opinion, to offices where either you have only one moderator/manager OR where multiple users plan to manage a specific channel. Without live updates, it gets far too complicated for multiple users to manage the exact same workload

Incentivized

• An all-in-one platform that organizes all content across multiple accounts.
• Provides consistent user experience help, representatives were quick to schedule phone calls or walk-throughs whenever we had issues.
• Easily accessible by the entire team, don't have to rely on one person to do everything or avoid being in the platform simultaneously.

Incentivized

• Sysomos Heartbeat: the proactive social media monitoring software. The dashboard was efficient and minimalist, and provided detailed reporting on where the social conversation was held for each individual hotel. The rich data and the simplicity of the dashboard made this tool particularly useful and easy to implement -- it was also easier to train new employees with the software.
• Sysomos Heartbeat: We also used it to keep track of any crisis that arose. The tool made it easy to catch any spikes in conversation that would spread rapidly either across one channel or multiple channels.
• Customer Service: Our hotels receive lots of inquiries, requests, payments, and reviews through various social channels. Sysomos helped keep track of them.

Incentivized

• Make Google (G+) allow personal submitals through Oktopost. Let me make this clear, this is NOT an Oktopost problem, this is a Google problem!! But I put this down here because it is the only missing link to creating a total social media tool kit.
• When I first started there were very few support documents and learning resources. I think I was one of the first to sign up. Since then they have clearly been working on filling the learning center with information. Keep up the good work!
• The emails that start off with "My name is Mark Lerner, Director of Marketing at Oktopost.... ;-) Mike 50 emails later I know who you are. Introduce the wife and kids next please ;-)

• Their influencer/klout score algorithm is worthless - it caps out at 10 so the New York Times and Jo Schmo gamer dude and Justin Bieber all have the same score.
• The Boolean builder can be frustrating, it will tell you there is an error, but gives you no indication of where. In a complex string it can take forever to figure out what you messed up.
• Twitter listening only goes back one year. If you ever need to compare something year over year, without anticipating the need in advance and downloading reports, you're screwed.

Incentivized

I don't think there is a need to change over to another platform. From the little that I've heard, Oktopost is comparable if not better than its competing products. We also have a great personal relationship with Oktopost's founders and team and enjoy collaborating in various forms with them.

There are two differentiating features that Sysomos MAP has that the competitor tools I have experienced (Radian6, Meltwater Buzz) did not: user-friendly Boolean queries for searches and near-real-time results. The former is important because, of course, your results are only as good as your search/campaign. With Sysomos, once you master Boolean queries (which isn't terribly difficult) you're set for creating any kind of listening report. I strongly prefer this to the "campaign creator" forms that other services provide. Second, Sysomos MAP returns results almost immediately - like a Google search. So if you get your results and see that you need to tweak your query - no big deal. Or if you have a last-minute request for a client - not an issue. Meltwater can take up to 48 hours for a search to fully populate. This is a major issue if you get your full set of results back and see that you need to adjust the query; you're looking at another two days of wait time. A long wait on results can also prove problematic in agency settings where clients or prospective clients often need results with a quick turnaround.

Because in general is very good, the support team is always happy to help and you can ask them anything. They always have the solution. I also like the new functionalities that they are implementing; each month, we have something new. The end user platform is very easy to be used by the sales people.

The product is very easy to use. The platform is visual and data is easy to read. Boolean construction can sometimes be difficult, but the boolean constructor tool is helpful for boolean beginners. For more experienced boolean constructors, the boolean display at the top is very helpful in identifying where there may be holes in the construction

The system is typically pretty fast and easily accesible. Due to contract restrictions, our team sometimes has issues with overlap in usage (we only have one login to share amongst the team).

If searching over longer time frame, it can take a while to return results. SOmetimes as long as two to three minutes.

When I have sent in questions to support, I have received answers pretty quickly and they were helpful. However, I would like to see more information on the support page rather than having to contact them directly.

Unfortunately, we have not had a great experience with customer support from Klear. In the sales process, they were very responsive and helpful, but when onboarded, it definitely changed. We are based in the US and our customer service rep is based in Israel, meaning our work hours barely overlap. Oftentimes we're waiting 24+ hours for a response, and when it's a time-sensitive issue (like the platform not pulling in Instagram Story data) we want it to be resolved as quickly as possible. Klear also has a chat feature for more immediate help, but we've experienced a similar situation there where it takes 12+ hours to get a response and it's usually from our customer service rep. Our rep is very nice, but also doesn't seem very knowledgeable about the platform, and usually can't provide an immediate answer to a question we ask and has to "check with her team."

Incentivized

There is a lack of online training videos or documentation. They have a long list of FAQ's but I would prefer a quick YouTube video instead.

We had a kick-off training with the whole team where they walked us through the functionality. This was a pretty effective and comprehensive training.

As I stated earlier, I would suggest doing a quick session with the Oktopost team in order to properly set up the account and make sure you are getting the full experience.

Implementation was so easy I dont even remember it!

Incentivized

We use similar programs to Oktopost in our organization like Hootsuite, so we didn't really compare Oktopost against them, we just use them for different things based on familiarity and processes. There aren't any specific products that we looked to replace or compete, it was mainly looking for something that fit our needs at the time and Oktopost worked well, but we still do have people using Hootsuite as well who perform different tasks. They both have unique features and benefits that work well.

Incentivized

Sysomos MAP is focused on listening (not management of social media accounts - features exist, but these are not the core purpose). It does a great job of measuring open networks, particularly Twitter, and a good job of monitoring mainstream press sites. For the most part it scales well, and the user-interface is relatively user-friendly, which allows us to decentralize use (important for a very large organization). Not the most expensive of the pack either.

Incentivized

• Ability to quickly and comprehensively provide metrics on all activities to internal users and external clients helps inform and direct immediate and long term posting decisions.
• Ability to integrate with websites and marketing platforms allows for an understanding of user interest beyond the awareness arena and into the conversion arena.
• Ability to quickly post allows for immediate input during time sensitive social discussions.

• Lowered costs and overhead when Expion got introduced as we now use one centralized solution for all of our social media work
• We can finally calculate ROI with ease and understand our campaign performance through proper tracking and analytics
• Competition tracking was never easier

Incentivized