What do you like best?
Sysomos Expion has a lot of great functions and features. The best so far have been the customizability of the tool, which gives me a lot of control over how my team and I use it to monitor our 18 (yes, 18) social media profiles. From various moderation layouts and filters to great reporting options, Sysomos Expion has been able to accommodate most of my requests.
Which leads me to #2: Sysomos Expion's staff. Our account rep has always been prompt and responsive. When he doesn't have an answer or solution right away, he's always on top of it, checking with others in the company to get me the information or adjustment(s) I need. Other vendors would do well to mirror this level of responsiveness.
Finally, the Workspaces and Stacks that my team and I use to moderate are excellent. The available filters make work a breeze for us. My entire team is visual, so Stacks make things "click" better with us. I also appreciate the ability to have pre-set workspaces and stacks so when new-hires come on board you don't have to spend time getting them to match the rest of the team. It also means you don't need to craft documents or logs that explain which filters to set for which workspaces.
What do you dislike?
A social media monitoring tool is only as good as the API it's required to use, so many of the complaints I have aren't a reflection of Sysomos Expion.
Reporting has always been the weakest component for me. I work in the customer care side of our company's social media presence, so marketing stats and analyses are irrelevant for my role. I'm more interested in productivity and quality metrics. Expion has certainly stepped up to the plate in creating customized solutions for me, but as my needs have changed, Sysomos Expion hasn't always kept up.
To be fair, even though the reporting lacks some elegance and functionality, it does have plenty of great workarounds that still allow me to get the data I need, albeit in a bit more roundabout manner. I'm okay spending a little extra time if it means getting more relevant stats.
The good news is that Sysomos Expion is still working with me to get to a place where all of the reporting tools at my disposal meet my needs without needing to utilize those workarounds.
Recommendations to others considering the product:
I highly recommend using Sysomos Expion. Even if it doesn't meet your needs right out of the box, it's customizability means that it's likely that it can meet them all with a little tweaking - or at least come very close.
What problems are you solving with the product? What benefits have you realized?
For an electronics company that spans across a myriad markets and customer bases, it's vital to be on top of our users' social media posts and requests. My team manages the customer care (customer service/tech support) aspect of social media, so Sysomos Expion makes it easy to meet the customers where they're at. Since the inception of my team and adopting Sysomos Expion, we've seen a huge increase in online customer satisfaction. Gone are the days of "You don't care!" This has given us the tools we need to transform that into "Thank you for caring!"