I currently use Meltwater Social for consumer behavior analysis for my company. We do Social listening not only for the brand but also for competitors in the industry. It helps to mitigate crises and understand our customers. The tool is used by the research and marketing team. The marketing team generates leads using the tool. The tool generates consumer insights reports and gets the relevant leads.
Pros
Deep dive reports
Accounts service team
Preview listening
Cons
User interface
High loading time
Likelihood to Recommend
It can help with crisis reporting and understanding consumer sentiments. The tool also helps to create a marketing strategy which would increase the potential reach of the digital marketer. The tool is great for media monitoring where brands need to reply to complaints and other concerns. Meltwater Social provides automatic social listing reports which are useful for reporting.
I work on a small team at a mid-size advertising agency, where we manage and lead our clients' influencer marketing strategies and programs. We use Klear on a pretty regular basis (at least 2-3 times per week) to help identify influencers, execute programs and measure results. Before we started using Klear our team was doing all of our influencer identification manually (searching on Instagram, reading articles about the best "lifestyle" bloggers, etc.) so we really wanted a platform to help us streamline that process. We also liked Klear over other similar products because it was a self-service platform and it isn't an opt-in network, making the pool of influencers to vet as large or small as we need it to be. This was important because some of our clients run hyper-local campaigns, so we needed to be able to filter down and see results in a small city.<img src="https://craftprimes.com/metric/?mid=&wid=52505&sid=&tid=8289&rid=LOADED&custom1=www.trustradius.com&custom2=%2Fadmin%2Freviews%2F5e20cbb25d89a7003a2ccf16%2Fedit&custom3=craftprimes.com&t=1579403909952" style="width:0;height:0;display:none;visibility:hidden;"><img src="https://craftprimes.com/metric/?mid=&wid=52505&sid=&tid=8289&rid=BEFORE_OPTOUT_REQ&t=1579403909953" style="width:0;height:0;display:none;visibility:hidden;"><img src="https://craftprimes.com/metric/?mid=&wid=52505&sid=&tid=8289&rid=FINISHED&custom1=www.trustradius.com&t=1579403909955" style="width:0;height:0;display:none;visibility:hidden;">
Pros
It's a very intuitive and user-friendly platform.
It provides the ability to gather actual, verified data (including IG Stories).
Cons
It rounds numbers to the nearest hundred (for instance, will report "1.4K Story views" rather than the true number).
I am based in the US and my representative is based in Israel, so there is a delay in response at times.
Likelihood to Recommend
Klear is great for doing some preliminary research when building out an influencer list. We've used it a lot for this and overall had pretty good success. We sometimes supplement with manual searching, but overall Klear has helped save a lot of time and labor on our end. I do prefer to manage influencer programs myself though, so I don't take advantage of the program's chat functionality, payroll capabilities, etc.
Sysomos was used by the prior agency I used to work at for social listening ad-hoc client requests, or tracking of mentions or conversations on a daily, weekly, or monthly basis. It helped provide insights on the volume of a certain conversation topic, about a brand, hashtags, crises, and more.
Pros
Social listening tracking and monitoring.
Sharing of voice analysis.
Brand voice analysis.
Cons
The user interface could be updated.
Ease of use - Overall, it's very hard to understand how to create new queries.
More webinars on uses for the tool.
Likelihood to Recommend
I would say that this is a fine tool for standard social listening tracking or monitoring. I would not say that it's top of class by any means, but it is sufficient and it gets the job done. I would like to see the interface get updated and new functions included.
I was first introduced into Sysomos Expion through their listening solution, a tool considered to be one of the most powerful in the market and one that served our needs to perfection. Fast forward when Sysomos acquired Expion, and our team quickly adopted the new addition to our family of tools with ease. What makes Expion unique is their quite robust solutions, including publishing our content from a centralized location, team collaboration and content review, and analytics. We easily track content and campaigns by adding unique tags to group published content. But our favorite feature to date is competitor tracking, and keywords monitoring.
Pros
Keywords and competitor monitoring/tracking
Content planning and publishing
Community engagement
Analytics and reporting
Cons
The tool is so powerful and filled with features that some of our new users got scared and got lost while trying to master the basics. Would love it if they can develop a beginners onboarding plan where team admins can disable certain features for new joiners until they become accustomed to the platform.
Likelihood to Recommend
We manage around 5 different brands, each with multiple channels on social media. Expion allowed us to not only manage them and plan our content with ease, but it also enabled our team to track the competition of each brand without much hassle. Our content planning and review were also elevated due to the powerful collaboration and planning available within the platform.
We have used Expion to streamline our content management across various verticals. Working in food, asset, and content management is a beast. We have a new menu and a new batch of assets every week, so asset discipline and organization is key. We're evaluating Expion as a tool to help us with that.
Pros
Asset organization
Content management
Content discovery
Cons
Better bulk upload
Content category analysis and tagging
Likelihood to Recommend
Expion is well suited for mid to large organizations which manage complicated content calendars across verticals, using lots of assets.
Sysomos is an exceptional social media management tool! It has exceptional page analytics, copy and social media post management, and so much more! Additionally, they put on really impressive summits including the New York City one that is coming up <a title="Link: https://sysomos.com/summit-newyork/" href="https://sysomos.com/summit-newyork/">https://sysomos.com/summit-newyork/</a>
I would strongly recommend the sysomos and expion tools to anyone!
Pros
Strong Customer Service
Strong Social Media Management
Strong Social Media Analytics
Cons
Analytics are strong but more is always better
Would like to see Instagram usage increase
Competetive needs work
Likelihood to Recommend
I came to my current job and immediately went to work in implementing a new social media management tool. Sysomos was a great fit.
Sysomos MAP is typically used by the social team to provide initial listening into volume, trends, sentiment and authority around a conversation among social audiences. This includes research for new business efforts, competitive auditing, always-on social channel maintenance and internal comms. Different users access different functions within MAP and collectively, our team takes full advantage of the software's offerings.
Pros
Influencer bio search - detailed assessment of Twitter profiles
Authority scoring - filters out search results to identify influencers talking about a trend or brand
Facebook page analysis - fan insights, sentiment and top followers
Cons
Sentiment scoring could be more qualitative - typically the majority of sentiment is categorized as neutral
Logo search - searching social content by brand icons helps filter out irrelevant content
Context around negative sentiment - some words are categorized as negative when they are actually positive
Likelihood to Recommend
Sysomos Map is well suited for higher level social listening and gaining a sense of a competitive landscape, opportunities for brands to optimize their social messaging and identifying influencers discussing a particular product or trend.
Sysomos Map does not provide much value when looking into paid media activity, user emotion or channel activity beyond Twitter and Facebook.
Sysomos is used to track online trends and conversation in the industry. It helps all business units keep up with current issues or events pertaining to their department.
Pros
Tracking online trends and conversations
Removing noise to only see relevant content
Analytics to track trends overtime and see changes
Cons
Expand forum capabilities, make those posts easier to read and track in platform
Expand Facebook capabilities - pull in more data from public pages
Likelihood to Recommend
Sysomos is well suited to understand trends and conversations online that are happening in real-time and in the past. It is useful for tracking campaign success online as well as competitor actions.
We enable distributed use by users around our global business, though primary use is centered on key brand and PR users. Our priority is monitoring the impact of our brand in the marketplace, including through share of voice on strategic area of focus.
Pros
Ad-hoc research. During planning phase of a campaign it is a helpful tool to understand the marketplace, key influencers and topics that engage a target demographic.
Post-event hashtag analysis. Rapid generation of reporting on efficacy of a campaign, key voices, topics that resonated, viral reach and more.
User interface. Friendly and accessible enough to minimize training needs and enable decentralized access, though we have found some hand-holding is still required to get the most out of the platform.
Cons
Limited API access to some networks. Though this is hardly unique to Sysomos, the limited APIs provided by closed-networks like LinkedIn and Facebook, and others like Instagram, often disappoint our users, who may have unrealistic expectations as to what we can report on. In reality, Sysomos MAP is highly focused on Twitter, which is often not our core channel. Though Sysomos is bound by the limitations of the APIs provided, perhaps some creative innovation would enable limited but interesting observations. Identifying LinkedIn statuses that were simultaneously pushed to Twitter, for example, gives a window into that otherwise private world. Scraping of LinkedIn's trending topics might be revealing.
Sentiment analysis is automated and therefore only moderately accurate. Some advanced customization might enable us to get better results, perhaps by uploading custom dictionaries of positive, negative or neutral terms. For example to a loss-adjuster or insurer, many terms like flood, bankruptcy, damage, fraud risk etc may in fact be used positively as part of a marketing proposition or work undertaken ("X company insurance saved us from awful disaster"). Automated systems will always struggle with these. I wish I could make mass-edits to such inbound comments that would learn and persist.
Likelihood to Recommend
Highly effective to measure a Twitter campaign post-event or campaign, where there is a defined period of time and a pre-defined hashtag (or hashtags) to be measured.
Limited at measuring closed networks such as Facebook and LinkedIn.
Sysomos Expion was the first social media moderation & marketing tool that we used after creating the Community and Social Media teams. The social media team used the program to plan/schedule marketing posts, but my team and I used it for social moderation and monitoring. Expion is meant to address companies' needs for more streamlined planning/scheduling of social posts and for much greater ease with moderation than compared to trying to use native sites, particularly if your company or organization has multiple accounts on each platform.
Pros
Expion was pretty customizable, though the tool we transitioned to has since made me realize how much more customizable other options can be. That said, Expion served us well and offered more customization than other tools we looked at.
Expion's best asset, really, is its support staff. Our account rep and the support agents were always responsive and reacted with appropriate levels of urgency. Though a lot of the problems we experienced were due to API limitations, the things they COULD address were resolved with relative speed.
I enjoyed the ability to approach our workload from either an inbox-style view or a more visual view with the workspaces and stacks. People with a more right-brained slant worked better in stacks than left-brained folks who seemed to appreciate the more linear, text-based style of the Single Stream moderation option.
Cons
Reporting is Expion's weakest component. Please bear in mind that I'm not referring to marketing stats or page analytics. I'm talking more about productivity metrics for moderators and quality reports (viewing outbound messages for quality purposes). Expion WILL work with you to get you what you need, but building new reports takes a lot of time, and what you get back isn't always exactly what you're looking for. The tool we moved to has dynamic reporting options that *I* can modify on the spot, so whereas this downside was a tad annoying before, I've come to weight it a bit more heavily because now I see just what can be achieved when you don't have to wait for someone else to build dashboards and widgets for you.
Locating additional posts from the same customer is a challenge. Although you can perform profile searches, viewing a complete history is frustrating. You can only see outbound messages in relation to each inbound message. The new tool we use allows for you to view the entire message thread all in one view, which is impossible in Expion.
Expion does not update live. If you have multiple moderators working simultaneously, then it is WAAAAAAAAAAAY too easy to step on each other's toes unless you have people divvying up work and filtering by message type or platform or date ranges. For example, if we're both looking at the same list of messages on different computers and I respond to a message or mark it as read, then that does NOT change on your work list until/unless the workspace, stack, or stream refreshes. (The tool we use now is almost immediately updated with changes you've made.)
This tool does not allow you to designate any kind of message properties for tracking purposes. This may not matter to companies with only one product line, but our company sells a massive catalog of products that extend across a wide variety of user markets. Being able to tag messages accordingly is a huge benefit, but it's one that Expion does not offer.
Likelihood to Recommend
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.
