Clarabridge Engage Reviews & Product Details

Clarabridge Engage Overview

What is Clarabridge Engage?

Clarabridge Engage, formerly CX Social, enables brands to provide the best customer experience possible by listening, connecting, engaging and helping their customers via digital and social channels. By ingesting data from sources such as Facebook, Twitter, Instagram, SMS, Email, WeChat, forums, blogs, and messaging apps like WhatsApp, Engage analyzes conversations using Clarabridge’s best-in-class text analytics engine. With Engage, companies can leverage a single solution to read and respond to every incoming message, access conversation history, and integrate communications seamlessly to immediately solve customer issues, answer inquiries and provide updates from any channel that a customer prefers.

Clarabridge Engage Details
Languages Supported
Afrikaans, Arabic, Bengali, Bulgarian, Catalan, Czech, Welsh, Danish, German, Greek, English, Estonian, Basque, Persian, Finnish, French, Irish, Gujarati, Hebrew, Hindi, Croatian, Hungarian, Armenian, Indonesian, Icelandic, Italian, Japanese, Georgian, Central Khmer, Korean, Latin, Latvian, Lithuanian, Malayalam, Marathi, Macedonian, Mongolian, Malay, Nepali, Dutch, Norwegian, Punjabi, Polish, Portuguese, Quechua, Romanian, Russian, Slovak, Slovenian, Spanish, Albanian, Serbian, Swahili, Swedish, Tamil, Tatar, Telugu, Thai, Turkish, Ukrainian, Urdu, Uzbek, Vietnamese, Chinese (Simplified), Tibetan, Fijian, Maltese, Maori, Samoan, Tonga (Tonga Islands), Xhosa
Product Description

Clarabridge Engage helps companies to effectively engage with all their customers on social media.

How do you position yourself against your competitors?

Clarabridge Engage is the only solution that provides companies with the ability to engage effectively with their customers, resolve issues and questions and track the conversations across digital channels. Clarabridge’s best-in-class text analytics engine enables the world’s leading brands to implement an omni-channel customer strategy, keep track of every customer conversation and make operational decisions to provide the best customer experience at all times.


Seller Details
Seller
Clarabridge
Company Website
Year Founded
2006
HQ Location
Reston, VA
Twitter
@Clarabridge
5,660 Twitter followers
LinkedIn® Page
www.linkedin.com
374 employees on LinkedIn®
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Clarabridge Engage Screenshots

Clarabridge Engage Reviews

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Validated Reviewer
Review source: Organic
Technology Operations Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Out of the case, Clarabridge has amount of decent algos (algorithms) for labeling distinctive remarks with commonly exact positive/negative/impartial feelings. This gives the client a moment to be perceivable into the client's impression of the foundation and a comprehension of what was driving the NPS is, an ability you might not have previously. It's likewise a speedy and simple approach to turn up essential dashboards. The degree of administration clients get is additionally extraordinary, as Clarabridge is consistently receptive to the client's necessities. They have additionally come nearby to convey some truly supportive bits of preparing for the group. Measurement tools are very useful for reports. Having the option to assign a label makes reference to for reports and see what is on trends. The way that the client's email field was added so we can without much of a stretch quest a similar area for looking into a record is really great. Review collected by and hosted on G2.com.

What do you dislike?

The tools have next to no adaptability in its dashboarding ability, so the clients at last need to utilize different devices for introducing experiences to their partners. The clients likewise will see some dormancy when there is an excess of information. Interestingly, since the tool isn't generally received over the business, it's not really transferrable expertise. There should be a greater need of being stable inside the connecting of our framework ZenDesk ticketing framework. Too much of the time, the little spaceship keeps springing up and saying error. More work should be done with the goal that a smooth transition is constantly connected. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Clarabridge Engage is because of certain work with the group to guarantee your experience is modified to your profession and needs, there is such a huge amount of potential to every single circumstance Review collected by and hosted on G2.com.

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UT
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Friendly application, easy to use, accessible Review collected by and hosted on G2.com.

What do you dislike?

nothing besides the sudden down times we face Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Use your free time to discover it Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

unhappy customers, finding them and working on changing them to satisfied custoomers Review collected by and hosted on G2.com.

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Senior Data Analyst
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Out of the box, Clarabridge has a good algorithm for tagging different verbatim comments with generally accurate positive/negative/neutral sentiments. This gave us instant visibility into our users perceptions of our platforms & understanding of what was driving our NPS, a capability we didn't have before. It's also a quick & easy way to spin up basic dashboards. The level of service we receive is also great, as Clarabridge is always responsive to our needs. They have also come onsite to deliver some really helpful trainings for the team. Review collected by and hosted on G2.com.

What do you dislike?

It was really tricky to connect to our data warehouse. It took analysts weeks to build the pipelines, & they are very intermittent & often break. In addition, the tool has very little flexibility in its dashboarding capability, so we ultimately need to use other tools for presenting insights to our stakeholders. We also noticed some latency when there is too much data. The other thing is that since the tool is not widely adopted across the industry, it's not necessarily a transferrable skill. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It's good only for social media - for other platforms like help centers or communities, it might not be the best tool. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have established listening posts across all of our platforms - Help Center, Community Forum, Social Media, & through our general user survey. Clarabridge Engage helped us quickly turn open-ended feedback into insights that helped us with understanding how to improve UX, content, & usability in the platforms. Review collected by and hosted on G2.com.

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Customer Care Agent
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Measurement tools are pretty good for reporting. Being able to tag mentions for reporting and see what is trending. I do like the fact that the user's email field was added so that we can easily search the same location for looking up an account.

I do like the fact about chat and we are able to write and talk about problems. They are not always solved right away, but they always respond. Review collected by and hosted on G2.com.

What do you dislike?

Instability with other agents. It seems like when we have four+ agents it gets squishy and we are always having to refresh or restart to see each other. A more streamlined UI in each mention so that we are understanding one mention at a time. I would like to see automation that allows our users to input their basic information so that does not have to be requested.

There needs to be more stability within the linking of our system ZenDesk ticketing system. Almost too frequently, the little spaceship is popping up and saying error. More work needs to be done so that a smooth transition is always linked. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Verify stability when operating with a rather large agent base. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Currently, our main goal is seeing trending issues that are the first before anyone else sees it. Mainly when updates occur on our platform, there always is a problem associated somehow and somewhere. While keeping our volume low we are able to pinpoint problems and react. Review collected by and hosted on G2.com.

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Social Media Leader
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Clarabridge offers one of the most intuitive API's for customer service over the multitude of channels of social media. It has a wide variety of features that satisfy all your business needs and more. Everything is laid out in a very user-friendly manner without being crippled by a steep learning curve. Their online customer support team is quite hands-on and doesn't leave a single stone unturned. We've never had an easier time serving customers, and analyzing their attitudes before we started using Engagor.

Another major factor to bear in mind is price. Engagor stands amongst the competition in providing the most bang for the buck; its colossal capabilities ensure that you will never ponder a different offering. What truly sets Engagor apart though is the fact that it's constantly growing, expanding and improving its well-rounded arsenal which only leaves me to wonder why isn't everyone using it already. Review collected by and hosted on G2.com.

What do you dislike?

The only thing that nullifies the aura of perfection from Engagor is the lack of user-customization. While Engagor itself is very comprehensive, and would without a doubt cater to your everyday operations without as much as a flinch, it would have been rather glorious if Engagor allowed users to tailor new buttons and shortcuts that ease their designated workflows. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you're aiming for a jack-of-all-trades, and a master of all kind of solution then Engagor is the only obvious answer. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Engagor has truly revolutionized our customer service gig at Aramex. With Engagor we can keep track of customers' needs, analyze trends, disseminate information, and report performance metrics accurately and promptly. We always have a hand on the customer's pulse, allowing us to serve them in a fashion unparalleled to conventional means. Review collected by and hosted on G2.com.

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UO
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

I love that it can be integrated with customer accounts, and multiple methods of communication (comments and PM messages in our case) to provide a streamlined and timelined communication with our clients. Review collected by and hosted on G2.com.

What do you dislike?

Bugs that occur from time to time with customer links not "sticking" to the right customers, and glitches with not being able to respond to our clients from time to time. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Definitely work with the team to ensure your experience is customized to your line of work and priorities, there is so much potential to each unique situation Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I'm a social media moderator dealing with customer support and account enquiries, so being able to see the customers communication with us over time is invaluable, as well as the ability to respond and converse without the need to access different programs for each aspect of our communication. The fact we can integrate with our customer support database has been integral to the success of this product for me personally. Review collected by and hosted on G2.com.

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Social Media Club Pro
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Insights, commenting, sentiments, approvals, tags, AI and set up. I also like the timeline feature and search features. You can pull a post from certain dates with keywords. I really like that but I want to give you guys an A+ review and it says it needs more words which isn't that great since I don't have much more to say about it. It beats facebook admin, my last job I just had the fb admin tool and this is the best improvement and am able to review all of my pages like twitter instagram facebook and our multiple accounts for different countries which is really great. Review collected by and hosted on G2.com.

What do you dislike?

HIDE CONFIRMATION (y/n) POP-UPs, the bain of my existence. Just give us the option to turn that feature off so I can hide bad comments faster, shoot.

Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It's the best I've used and I like it a lot to use every day of my life. It has saved me so much hassle Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The sentiment is big, gives qualitative data on our social post. Review collected by and hosted on G2.com.

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Sales Support
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

I like that the platform offers coverage of all social media platforms, which was not the case in other platforms we researched before purchasing. It is very flexible and modular, so you can shape the software to your needs as much as possible. I also highly appreciate the onboarding stage and the support received so far. Review collected by and hosted on G2.com.

What do you dislike?

Some features are still a bit buggy and there are simply so many possibilites that I can imagine it is a lot of work for the development team to keep up with. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I have managed to cover the monitoring of our social media channels with just one person and to get invaluable data from online chatter. Review collected by and hosted on G2.com.

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Social Media Manager
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

No matter what channel a client uses, everything is ordered on a chronological way. That way, we can handle all questions/complaints in respect with our SLA. It's super easy to answer from within Clarabridge Engage, and you always have a clear view on the client's history. Great tool! Review collected by and hosted on G2.com.

What do you dislike?

It's a pity that, when you discover an important subject or theme in line with your business, and you add this in the keyword search, you can't get older data from the past. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

By using Clarabridge Engage, our Customer Care Service is more efficient, professional and clients are more satisfied, thanks to the quick answers we can deliver. Review collected by and hosted on G2.com.

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Contact center executive
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The way Engagor allows you to filter incoming mentions to different folders and subfolders making it easy to access your customers, respond to them without having to go through the noise of the internet. Review collected by and hosted on G2.com.

What do you dislike?

I wish Engagor would stop me from making public tweets when I'm responding to a customer who has already deleted his mention because it always gets me into trouble with the management. Engagor does show a warning message on the screen when you're attempting to reply to something that has been deleted, however, I have the attention span of a fish. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Clarabridge is a hidden gym by all means that really needs more recognition. I guarantee that businesses regardless of scope will manage to find everything they need in this solution. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Handling complaints and serving inquiries over social media Review collected by and hosted on G2.com.

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AE
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The platform is reliable, it doesn't have a lot of down time. It also enables us to segment and silo different social channels and provide SLAs for each channel based on priority. The ability to create smart filters makes it easy to manage our team and get real values to the engagements we're having across platforms. Review collected by and hosted on G2.com.

What do you dislike?

As with all other softwares, the lack of IG DMs is maddening. Aside from that, the charging per stream is a bit silly in my estimation. If you want to track a hashtag on Instagram, it's silly that using Instagram as a stream isn't enough, and that you then have to dedicate another stream to that single hashtag. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Be sure to invest time into learning how to use all facets of the tool. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Efficiently engaging with out customer base across all social platforms. Review collected by and hosted on G2.com.

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Member Experience Specialist
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

I like how organized the different social media platforms are Review collected by and hosted on G2.com.

What do you dislike?

I dislike how long it takes things to load and that I have to refresh a page just in case I missed something. I also have to log onto Facebook and edit comments from there because Clarabridge doesn't always have ALL the comments/feedback/etc Review collected by and hosted on G2.com.

Recommendations to others considering the product:

refresh your page a lot and ALWAYS double check the actual social media platforms. Some things fall through the cracks Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The benefit is being able to do it all in one place. Instagram, Twitter, Facebook. It's very time efficient. Review collected by and hosted on G2.com.

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UC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

I really enjoy the quick view of the overall number information in Clarabridge compared to the previous system used for our company. Review collected by and hosted on G2.com.

What do you dislike?

There is nothing I currently dislike about Clarabridge. I currently only have to compare this system to our previously used system and this is working seamlessly better than our previously used. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I would strongly suggest taking just a few extra minutes out of the day just to see all the additional information and features that can be done within Clarabridge. I learn a new skill with this program every week! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The response times are in real time, we are able to get real time information to provide efficiency and response times to the overall company to meet all response expectations. Review collected by and hosted on G2.com.

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Customer Services Agent
Telecommunications
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

CX Social is exceptionally best in class and all around created apparatus for internet based life. It's pressed with numerous extraordinary highlights and gives point by point investigation to think about your image in market with more than 300+ gadgets in detailing. A few highlights like Automation, Smart labels, assessments dependent on AI enables you to ponder client just as your colleagues who are answering to your clients. Notwithstanding it, one of my most loved and late updates were marked look and feel of generally framework! Review collected by and hosted on G2.com.

What do you dislike?

There are such a large number of revealing gadgets that occasionally I get mistook for reports. Aside from short depiction accessible on each gadget, it would be pleasant there is point by point clarification connect which can indicate best precedents also. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

CX Social is very much created online life apparatus. It has number of one of a kind and nitty gritty highlights. Explore it. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Supposition investigation, Agent conduct, Agent time the executives per answer, simplicity of comfort to answer to the clients utilizing canned reactions, computerized writes about various areas, robotized keen labels to comprehend and channel makes reference to, marked look and feel of in general framework. Review collected by and hosted on G2.com.

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Corporate social media executive
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

What I like the most about Engagor is how simple yet powerful it is at what it does. Review collected by and hosted on G2.com.

What do you dislike?

All of the features we're looking for are available in Engagor, which makes it hard to pinpoint anything to dislike. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

As a current user, I would recommend Engagor to firms big and small that aim towards putting customer service high on their priority list Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have been utilizing Engagor to make our social media presence felt and impactful Review collected by and hosted on G2.com.

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AC
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The Boolean Search Query system is the backbone of CX engage. AND/OR logic determines the setup of the Engagement UI, Custom Insights and your filtering system.

One concept applicable to multiple facets of the product. This allows for incredible learning efficiencies to implement the software environment with little resources in the form of manpower and effort. Review collected by and hosted on G2.com.

What do you dislike?

CX Engage is what the name implies, an engagement tool. It is not robust in publishing. Publishing has basic scheduling functions for most channels. If you are looking for something more in-depth with regards to creative editing, you won't find it here.

With regards to reporting, capabilities are a bit light. 4 basic infographic options with no widgets available to enter contextual data to make the reports robust. Instead, those added features are circumvented with the purchase of CX analyze (Studio/Designer). Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Out of Box, CX Engage provides KPIs on agent performance at a high or granular level. This allowed our company to gain huge efficiencies with regards to holding our outsourced services accountable to performance.

As well, e-mail integrations have recently been integrated as an Out of box feature. This allowed us to reduce operational costs by switching SaaS providers for e-mail engagement and allowed faster AHT & reply times due to the UI efficiencies of the Inbox setup for agents. Review collected by and hosted on G2.com.

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Mr
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Multiple Media Platform functionality is important for our business . remaining flexible means we can adjust strategy as and when required. Review collected by and hosted on G2.com.

What do you dislike?

On the Rare occasion that downtime occurs it can be disruptive. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

ITs a worthy investment. Its flexible approach to requirements make it functional and effecient at interaction and User management. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We tackle all Social Media and other media interactions on a single planform with very good transparency and very little interruptions. Review collected by and hosted on G2.com.

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Corporate social media executive
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Engagor's ability to track individual performance makes it easy to look at your net productivity in terms you can easily understand. Review collected by and hosted on G2.com.

What do you dislike?

Sticky filters drive me nuts! Basically, Engagor has this thing where if you open up a new tab it would automatically hold over any previous filter you had used earlier which can yield a small inconvenience by having to adjust your filter all the damn time. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Just jump on the bandwagon. Engagor is pretty much the one solution on the market that puts its money where its mouth is. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Customer service over social media. Review collected by and hosted on G2.com.

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AE
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

I like the customization available to cater the tool to your specific uses and needs. Review collected by and hosted on G2.com.

What do you dislike?

There are a number to glitch-y moments that slow down productivity and can be frustrating. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are able to house all of our 300+ account pages within the platform which is so great and effective. Review collected by and hosted on G2.com.

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AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

I like that you can collate all of your accounts into one and assign certain sentiments to different people. I like the tagging and the auto tagging. Review collected by and hosted on G2.com.

What do you dislike?

I feel like some of the features are not as intuitive as I wish they were. I had a really hard time connecting multiple Facebook accounts where I am an administrator. It could've been on Facebook's end but it took several months to resolve. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I recommend it heartily! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Being able to pull metrics on sentiments - I would like to dig in deeper into those tools. I feel like I am just scratching the surface. Review collected by and hosted on G2.com.

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UL
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

My favorite bit about Engagor is how tidy it looks, and how it arranges your social fees in a way that is easy to read and tackle accordingly Review collected by and hosted on G2.com.

What do you dislike?

At times of intense traffic, things can slow down a bit, but their support usually takes care of everything promptly. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I'd recommend Engagor to everyone who's looking to jump on the social media customer service bandwagon Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

One of the biggest problems we managed to solve with Engagor is the inefficiency of social customer service when conducted directly without an intermediary solution to make it all happen in a coordinated manner. Review collected by and hosted on G2.com.

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Sr. Consumer Insights Analyst
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Takes a very structured approach to unstructured data. Review collected by and hosted on G2.com.

What do you dislike?

Sometimes miscategorizes responses and can be difficult to understand the story behind the data (especially if limited data available); however, this is likely to happen with any text analysis algorithm. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Pulling unstructured data from multiple sources into one for a high-level view of what the customer is saying about us and our products. Review collected by and hosted on G2.com.

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Social Care Lead
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

I like the ease in which we can use the platform and its ability to accommodate our 300 social pages. Review collected by and hosted on G2.com.

What do you dislike?

The platform can be glitch-y at times and this hinders our ability to help customers quickly and streamline the process. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Take the time to set up your account to what works best for you. There are a lot of customization options. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are able to oversee a large number of pages that was difficult when using other platforms as most do not have the capability to handle over 300 pages. Review collected by and hosted on G2.com.

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