Bots. We were able to automate most common customer social media engagements, allowing for really responsive customer service and resolution of public complaints. Also, the analytics are deeper than many other services and tie nicely into CRM. The fulfillment and sales options are really cool, too (though I never used them). Review collected by and hosted on G2.com.

Not a fan of the gamification elements. I don't think it's effective, and is actually demoralizing to employees. Review collected by and hosted on G2.com.