Salesforce Social Studio Reviews & Product Details

CM
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Integrations. Great for companies that are already using this CRM and want to keep things tracked in one place. You can integrate it with different platforms and measure things that eliminate additional tools. Did I mention it's all in one place. You get content curation tools, social listening, analytics, publishing and more. This for many companies reduces the software clutter drastically. Review collected by and hosted on G2.com.

What do you dislike?

A bit of a learning curve if you're not used to Salesforce. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Evaluate your current suite of products and need first Review collected by and hosted on G2.com.

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

It's helping me measure impacts and correlate strategy to sales results. We know what's working and what's not. It also helps shape brand image by allowing us to visualize our market's sentiment. Review collected by and hosted on G2.com.

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Salesforce Social Studio Overview

What is Salesforce Social Studio?

Listen, engage, and publish using a powerful all-in-one social media marketing and management suite — and connect enriched social data to your marketing with sales and service.

Salesforce Social Studio Details
Languages Supported
English
Product Description

Social Studio allows you to tap into the power of social media in your marketing, customer service, and sales organizations.

How do you position yourself against your competitors?

Social Studio is integral to the Customer Success Platform. It is the only platform that provides listening, publishing, and engagement capabilities across the world’s #1 CRM. Social Studio is a single platform that can help power your sales, services, and marketing efforts.


Seller Details
Seller
Salesforce
Ownership
NYSE:CRM
Company Website
Phone
+1 (800) 667-6389
Year Founded
1999
HQ Location
San Francisco, CA
Total Revenue (USD mm)
$17,098
Twitter
@salesforce
534,999 Twitter followers
LinkedIn® Page
www.linkedin.com
48,114 employees on LinkedIn®
Description

Salesforce is a customer relationship management solution that brings customers and companies together. It's one integrated CRM platform that gives all your departments — including marketing, sales, commerce, and service — a single, shared view of every customer.

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Salesforce Social Studio Screenshots

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Salesforce Social Studio Reviews

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Marketing Administrator
Marketing and Advertising
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
Lead Reporting and Insights Analyst
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Nothing actually. There are no words which can describe my pain in using this software Review collected by and hosted on G2.com.

What do you dislike?

Ah everything!

Reporting, console, user experience, data management, user interface, layouts, the restricted use of styles and colors in their graphs.. the list is endless. They built the biggest tower in SF, but couldnt build an acceptable reporting interface. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Make a U turn and dont Review collected by and hosted on G2.com.

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

Social support.

Social support reporting.

Case management. Review collected by and hosted on G2.com.

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Open Discussions in Salesforce Social Studio
UP
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

All the bells and whistles. This tool gives you all the functions you would ever need. Review collected by and hosted on G2.com.

What do you dislike?

Steep learning curve. Training is needed. Review collected by and hosted on G2.com.

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

Centralizing all social listening and reporting. Solves the issue of having a lot of platforms. 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
What do you like best?

In theory, having the ability to create leads straight from social media interactions is pretty wonderful. On the CS side, creating cases is great. Review collected by and hosted on G2.com.

What do you dislike?

The lead creation feature doesn't work all that well for our team, because most information gathered on social media won't port over. You have to conduct all conversations within SFDC instead of Social Studio in order to get all the info you need in one place.

We also had a pretty bad onboarding and training experience. No one trainer or rep could give us all the info we needed, so there was a cycle of referring us to another person for yet another meeting. We were misled about how to implement parts of the software.

Salesforce Social also doesn't currently have the ability to manage interactions on Instagram Ads. Many other platforms can do this. It's a huge gap that creates a lot of problems. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Do a deep-dive of the capabilities you need and your current workflows before signing up. Make sure your account manager sets you up with the right trainings and "accelerator" programs. Review collected by and hosted on G2.com.

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

A tighter integration between social management and Salesforce, making CS follow-up much easier. On the B2B marketing side, we haven't seen any benefits, really. Review collected by and hosted on G2.com.

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Manager Digital Analytics
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Definitely Salesfoce Social Studio gives me guarantees of customer profile management, which I like since I can know and adjust guidelines based on my own users. In addition, its deployment is very strong, there are no processing errors or integrations, almost everything is integrated with Salesforce. Simply put, your customizations give a good sense to the overall operation of the program. Review collected by and hosted on G2.com.

What do you dislike?

The program is understandable, for me it was easy to understand but if I have seen first instance other colleagues in my work have cost them a bit. Therefore it would be ideal to add more information on the operation of the tools. Another determining factor is that I feel that it results in equal functions, when ejecuted there are functions that do not differ much about their objective. However, it is important to note that it is very complete. In addition to this, it would improve a better search system to perform it more simply. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

This program is for those organizations that need to implement excellent functionality in terms of detecting customer problems, project deadlines, profile monitoring, and much more. It is excellent and with good updates. Review collected by and hosted on G2.com.

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

We need Salesforce Social Studio every day in our company, because we can identify trends, whether positive or negative, the result of this data gives us an accurate analysis. We can also use it to track our customers. As well as carefully visualize the interactions and deadlines of the projects to be delivered. Review collected by and hosted on G2.com.

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UM
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Easy to learn and utilize. No trouble figuring out how to work it. Review collected by and hosted on G2.com.

What do you dislike?

It seemed to go down quite a bit. Which lead to issues with our client. Review collected by and hosted on G2.com.

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

Answering customer inquiries quickly. Made our client very happy on how efficient it made us. Review collected by and hosted on G2.com.

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Marketing Assistant
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Not only does social studio let you schedule from right inside the program, but it works seamlessly with scheduling from within the social apps also. You can use the program to keep things organized, but you can also use social apps without running into errors or issues. Review collected by and hosted on G2.com.

What do you dislike?

When scheduling posts for Instagram, you cannot upload multiple photos - which you can do on the app. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you do not prefer scheduling for Facebook through SS, you can still schedule through Facebook itself. The posts will still show up in SS, with the analytics. Same with any other social media post. Review collected by and hosted on G2.com.

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

Planning and scheduling out content. Getting analytics for Twitter and Instagram - which in the apps they tend to not be available after a 7 day period (for weekly). Review collected by and hosted on G2.com.

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UM
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

The platform is easy to use - it is user friendly. Review collected by and hosted on G2.com.

What do you dislike?

It does not include enough features. It would be more helpful if there was a troubleshooting guide. Review collected by and hosted on G2.com.

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

It is a helpful software. Review collected by and hosted on G2.com.

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

Social Studio is great for sharing assets across complex organizations, third parties, multiple reviewers, etc. They have a number of features that can help you track approvals and manage content distribution, which is great for orgs with multiple regions or layers of marketing. It also integrates very neatly into the rest of the Salesforce suite of products. Review collected by and hosted on G2.com.

What do you dislike?

Social listening and community management features are quite weak compared to other tools, as are the analytics offerings. Review collected by and hosted on G2.com.

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

SS has helped us share and manage assets across the many layers of our marketing org, and has provided visibility into what different regions are doing on their social channels. Review collected by and hosted on G2.com.

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AC
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The one thing that Social Studio has done well for us is structuring a monitoring/engagement workflow. Custom macros, classifications, and assignments are very handy to ensure we respond quickly and accurately. Review collected by and hosted on G2.com.

What do you dislike?

Where to begin....

-Lack of basic analytic functionalities: Unable to compare segments of social activity by custom tags. We are limited to pulling exports of our various GTMs/Campaigns/etc and then must manually separate them for side-by-side comparison. Many other competitors offer an intuitive analytics dashboard that allows for easy segmentation of data and comparison.

-Lack of cybersecurity: 2FA and SSO are both industry standards at this point - especially for vendors selling to Enterprise customers. We were unable to get any timetable on when these features would be added (Highly doubt SFDC lacks the resources to roll this out in real-time)

-It is clear that a social management/analytics offering was an afterthought for the larger SFDC picture. Support teams are not subject matter experts, responses are frequently re-routed and response times are long. These guys will make you wait for a response that simply disappoints and seems to dodge your question.

-Can't embed video into scheduled posts....seriously?

-Lack of an asset library

-Lack of many convenient and extremely practical features that other vendors offer (vendors that have Social written into their DNA, Sprout, Sprinklr) Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Make sure you really dig into their analytics offerings. In my personal opinion, SFDC has fallen way short in this field. Vendors like Sprout not only offer practical segmentation for your social data, but they take input from their customers very seriously (unlike Social Studio). Find a vendor that will really try to understand your needs, and change alongside you. Not a vendor that says they want to understand your needs and then does nothing to realize that commitment. Review collected by and hosted on G2.com.

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

We have formed a comprehensive workflow for engaging with flagged posts. If I see something of concern, I suggest a course of action, and assign that post to other relevant users for necessary approvals. Still lacks a function that allows us to easily email a flagged post of concern to a non-Social Studio user in our greater org. Review collected by and hosted on G2.com.

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Media Relations Consultant
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

I like the ease of posting to several different social media accounts, especially in a hurry. Review collected by and hosted on G2.com.

What do you dislike?

It no longer allows me to tag other accounts easily on Twitter, which is largely why I don't use it much anymore. Review collected by and hosted on G2.com.

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

It allows me to post quickly and on multiple platforms. When I need to get a message out quickly, I use Social Studio as opposed to going to each channel. Review collected by and hosted on G2.com.

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

I like the publishing tools. It allows me to schedule my content weeks in advanced. Review collected by and hosted on G2.com.

What do you dislike?

It has too many restrictions such as not being able to publish multiple photos on Instagram and not pulling content from certain sources. Review collected by and hosted on G2.com.

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

Social studio allows me to schedule and publish content for Instagram. Review collected by and hosted on G2.com.

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UB
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Liked the customization options, offered many options. Review collected by and hosted on G2.com.

What do you dislike?

Multiple posts scheduled close together can be tough to read, might be useful to offer different viewing settings. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Works great on various platforms, with lots of variable settings within an easy to understand UX. Review collected by and hosted on G2.com.

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

Scheduling posts on multiple platforms. It's beneficial when working with a multi-person team. Review collected by and hosted on G2.com.

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AF
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

The Social Studio tool's ability to connect campaigns and advertising abilities across platforms to enhance customer experience, and better target customer engagement. Review collected by and hosted on G2.com.

What do you dislike?

The features of some of the social media tools are not yet available in Social Studio. It would be great to get timelines on these. Review collected by and hosted on G2.com.

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

Solving for social commerce and tying paid advertising on social media with our e-commerce tools and marketing automation. Review collected by and hosted on G2.com.

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Information Technology Operations Analyst
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

It has a hefty amount of tools at your disposal. They can vary all the way from social media management to outreach. Using it to manage Facebook and Instagram was easy enough but once you get into other social networks it can get better. Review collected by and hosted on G2.com.

What do you dislike?

Our team did not like it and opted to go with marketo instead. Salesforce can be a bit tedious in its software updating and it’s pricing. It can be a little overwhelming because of how many features it has. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Give it time if you have it but don’t deploy it on a whim. It takes a bit to learn by once you do, you’ll get a better understanding on what to do and how to use it efficiently. Just give it time. Review collected by and hosted on G2.com.

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

Benefits are better social media marketing management. Review collected by and hosted on G2.com.

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Digital Marketing Specialist
Fund-Raising
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

I use Social Studio for scheduling Facebook, Twitter (two separate accounts), LinkedIn and Instagram posts for my organization. I like how easy the platform makes scheduling and monitoring posts. There have been times where I'll schedule a dozen tweets for one day and it's easy to drag, drop and reschedule them for another time that day, which is much easier than having to go back into each tweet and selecting a different post time. Review collected by and hosted on G2.com.

What do you dislike?

Perhaps this is a complaint for Instagram and their posting policy, not Social Studio. All I know is that it's a real pain if you're trying to schedule an Instagram post through Social Studio. You can't really schedule an Instagram post via Social Studio; it's more like just saving your content and alerting you at the proper time. Then, you're required to go into Social Studio, basically verify that the Instagram account you're trying to post to belongs to you (which, by the way, make sure your IG app is currently on the correct profile if you have multiples or you'll have to close out and try again), hit "confirm", then it brings you to a screen with all the content (photo and caption) that you previously saved to verify, except there's no easy way to just verify and post it. I always get stuck on this step and end up having to copy/paste the text into a new IG post and delete the one I scheduled via Social Studio. Review collected by and hosted on G2.com.

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

I'd say the ease of scheduling (minus for Instagram) is the biggest benefit. Review collected by and hosted on G2.com.

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AP
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Overall I can't complain about social studio. It's a reliable tool, with mostly reliable utility. I depend on it about 90% of the time. Review collected by and hosted on G2.com.

What do you dislike?

Sometimes I do notice that there are delays in actioning content. Though this is not a problem for me (since I also do frontside checks) I do sometimes wish that this multi-check system weren't necessary. Review collected by and hosted on G2.com.

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

Content moderation. Obviously the main benefit of social studio is having a single tool for all platforms. Review collected by and hosted on G2.com.

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AI
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Nice experience to approve and schedule posts. The look and feel of the platform is nice enough, although awkward when trying to access monitoring profiles that are somewhat hidden in architecture. Easy to access organic metrics although still doesn't include organic impressions which is a huge miss. Friendly support staff once you get a dedicated success rep. I like the approval process and task area and the notes function should have a better email alert for team working together in the system. Review collected by and hosted on G2.com.

What do you dislike?

90 day timeframe for all data is frustrating. Lack of impressions for metrics. Cannot connect to social advertising activity and metrics. Given the run-around when trying to re-assess for annual contract and little to no communication and no consistency with their support team. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Not sure this is as sophisticated as some other platforms so if you have a very robust and varied social media program, this may not be the best solution. Review collected by and hosted on G2.com.

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

Ability to schedule and approve social posts for all platforms and have a record of all social media activity for legal/compliance needs. Process improvements have resulted in saving time/resources for the business. Review collected by and hosted on G2.com.

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

It does not matter which browser you or your company use, which is nice! Internet Explorer, Chrome, or Opera, all of them. This makes very easy to use Social media function like Chatter, which can help businesses find collaboration. Looking like popular social media makes it very familiar and easy to understand for users. Functionality like news viewing, status updates, links sharing, and files uploading is available right from the dashboard. You also do not have to install any software. There are no hardware requirements either. Review collected by and hosted on G2.com.

What do you dislike?

It is very difficult to contact technical support of Salesforce in case of some questions. Sometimes it can take days to contact a responsible person. But it does not mean that you problem will be solved or your question will be answered right at the same time. Thus, many organizations prefer to work with third-party companies that take care of this Salesforce support which is a bad look on them. With such a big company I deserve better customer support Review collected by and hosted on G2.com.

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

There is a huge range of report widgets that allow you analyze company`s performing from different perspectives with this software. Salesforce enables quick customization for the most business processes and for different industries. With this software you can bring your company with you wherever you are just because it is placed in the Cloud. Thus, I need fewer resources in the office to run business. This is the most convenient aspect of the software Review collected by and hosted on G2.com.

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AI
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

We were up and running in 2 days and were able to match the functionality of our Sprinklr deployment in less than a week. Review collected by and hosted on G2.com.

What do you dislike?

limited reporting suite. The default reports are great and widgets are easy to deploy. Just need more customization. Publisher requires separate post to each platform, rather than an all-in-one editor. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

take advantage of the premier support. The accelerators are second to none. Review collected by and hosted on G2.com.

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

We use this for all Social Listening and engagement as well as organic social. 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: Organic
What do you like best?

I like how simple it is to navigate through each section. Review collected by and hosted on G2.com.

What do you dislike?

There is uneccesart tabs that I don’t use. Review collected by and hosted on G2.com.

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

I’m able to see who has already been contacted about our products Review collected by and hosted on G2.com.

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

Easy to pull data and devise actionable plans as a result. Review collected by and hosted on G2.com.

What do you dislike?

Sometimes cumbersome to upload and input lists. Review collected by and hosted on G2.com.

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

Understanding what customers need. Review collected by and hosted on G2.com.

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

Literally nothing, the worst social media tool I have ever used Review collected by and hosted on G2.com.

What do you dislike?

Literally everything. Most of all the support is AWFUL. No on boarding process, no help at all. Terrible terrible. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

DO NOT USE IT Review collected by and hosted on G2.com.

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

None, honestly biggest mistake we made this year was switching to them Review collected by and hosted on G2.com.

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