Social media management software (SMMS) assists a organization to engage its customers and followers in social media across various communication networks. The software is used to track inbound and outbound brand mentions, monitor social marketing campaigns, and study the effectiveness of a social media presence.
Basic social media management software assists a company to link multiple social media accounts, and track and analyze conversations from a single dashboard. Web-based SMMS applications help in real-time and automated posting to several websites and you can send the same content to Facebook, Twitter, and LinkedIn with one click. These programs allow users and companies to follow social media interactions and know the interests of their buyers and prospects.
For big organizations, sophisticated SMMS platforms help them to develop social media influence by tracking online conversations for brand sentiment and awareness. These sophisticated tools enable social media managers to monitor the articles potential customers are reading, commenting on, responding to, liking, retweeting etc. They can also connect this information with existing marketing and business intelligence solutions to ensure the company follows vertical-specific compliance guidelines.
Disaster recovery and security are two main aspects that need to be considered by SaaS consumers when evaluating potential vendors.
Many SaaS vendors do not have a disaster recovery site. Therefore, ask the following queries to your shortlisted vendors: How do you test your disaster recovery procedures? What is your recovery time? How often do you test? Do you have discrete infrastructure; are your main site and your disaster recovery site positioned in different geographical locations?
You need to be aware that many SaaS vendors do not use enterprise-grade infrastructure to install SaaS apps. Many solutions have multiple providers. For example, there may be a firewall provider, an Internet provider, and a few others too in the mix. If a concern rears up, there is a lot of finger-pointing. This problem is common with on-premise IT systems. The solution is to reduce the number of providers so that there is accountability to ensure they take responsibility about performance.
Ask the potential SaaS providers the following queries about security: Is your firm SAS70 compliant? What security measures are used at your data centers? What security audits and guidelines does your organization follow? Who manages access and identity management, web application firewalls, log file management, and network connectivity?
Needless to say, take your time to research carefully and get the answers to the above questions before you invest in an appropriate SaaS product.
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Main Functionality – rates the software’s ability to meet its main promise or USP.
Customization - Rates the software’s customization tools that allow the business to match the software’s functions to the business’ specific processes and current needs. Tools to watch include: custom reports; custom fields; custom business processes; logo insertions; and color palette choice.
Collaboration Features – rates the software’s functionalities that allow team members to work together, share documents, ideas and best practices. Includes tools such as: communication platforms (IM chat, VoIP, email, social media, phone); real-time features; attachment and association capabilities; and automatic task and contact associations.
Integration – rates the ability of the software to assimilate third-party applications and formats, especially popular productivity tools like Google Apps, Microsoft Office and Outlook and proprietary email apps. Also include connector apps that integrate the software to even more apps and APIs that allow developers to integrate their own apps to the software. May also include integration to older versions of the software.
Mobility – rates if the software has a mobile platform and which mobile OS it supports. Attributes to watch include: apps for iOS, Android, Windows Mobile, BlackBerry; mobile browser version; and specific mobile modules.
Ease-of-use – rates the level of difficulty in learning and using the software. Features to watch include: self-help tutorials; quick lookups; dashboard; drag-and-drop tools; intuitive behavior; search and data retrieval; formats and templates; and steps to perform a task.
Help & Support – rates the level of technical and customer support by vendor. Attributes to measure include: live support (chat); tickets; free and freemium support services; knowledge base support (PDF, recorded webinars, forum); and paid support plans.
Security – rates the software’s security infrastructure including the following features: enable/disable data access; password encryption; data backup; and official seals from reputable organizations that vouch for the software’s security.
Media Rating - averages the ratings by major review sites, such as: CNET, Gartner Vendor, MacWorld and PCMag.
We use our behavior-based Customer Satisfaction Algorithm™ to gather customer reviews, comments and opinions across a wide range of social media sites to help you make an informed buying decision.
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Our algorithm performs a wide-spectrum scan through all the most popular social media as well as blogs and websites to find customer reviews relevant to a specific product.
The behavior-based system collects all reviews that discuss a selected product filtering out comments and posts that do not feature a customer’s opinion about the product.
All gathered customer reviews are processed with a set of filters to extract key data from each review relevant to customer’s satisfaction including: detailed keywords analysis, social response signals and various meta data.
Collected data about users’ experience with the product are thoroughly analyzed using an algorithm that evaluates each processed factor as either positive or negative response from the customer.
After all partial data are analyzed and evaluated the system assigns a single customer satisfaction score to a product. It allows our users an easy and quick access to information on how many clients are satisfied with a product at the moment.