BrandsEye is a South African reputation management and social media monitoring system competing with vendors like Trackur. BrandsEye scours the social web for mentions and uses crowdsourced analysis to judge sentiment.
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Engagor (discontinued)
Score 6.8 out of 10
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Engagor was a Social Media Management platform with key features include monitoring of the social web, real-time customer engagement, workflow automation, analytics and reporting. The product was acquired by Clarabridge in 2015, and then Clarabridge was acquired by Qualtrics in October 2021. Engagor is no longer available.
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Pricing
DataEQ
Engagor (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
DataEQ
Engagor (discontinued)
Free Trial
No
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
Yes
Yes
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
Enterprise focused solution, with pricing based on data volumes
Engagor is a very powerful tool for customer care purposes to be able to engage in real-time with your customers. If there are a lot of messages coming in during important peaks throughout, we can easily answer them every 30 seconds. Engagor isn’t that fit to use for publishing. We mostly use Engagor to reply to messages in real-time. However, for scheduling posts in Engagor, we publish and schedule on the native platform instead.
Real-time mention tracking is a must these days. Quick responsiveness is critical on many social media platforms, especially on Twitter.
Fast and helpful support via Engagor chat and messages helps a LOT! I think the longest wait time was about 40 seconds for me. My workflow never gets disrupted because of idle sessions.
Automations can help you a lot. Automated "recipes" are great tools for decreasing your agents' workload, and there are many customizable settings for them.
The UX is pretty clunky. Engagor only loads about 10 mentions per page, so if my team is behind on tagging/mention resolution by a couple of days, for a global brand that can mean an extra week of work. Would be much easier if the user could choose how many mentions show up on their screen.
Over the year we have had issues with Engagor's glitches. For example, the user has the capability to publish to a platform (like Facebook, Twitter, etc.) through Engagor as the brand. For a couple of the brands we work on, Engagor would show the update as published as one brand, but would actually publish as another. As an agency that handles social media content/community management for several very large brands, we cannot afford to have accidental status updates despite the author's efforts. This happened several times over the course of our experience with Engagor, to a point that we had to forego this feature for those brands and publish natively through the platform.
It has definitely skewed reporting numbers more than once -- for a set time period (i.e. 30 days, our typical monthly reporting period), the stats for a platform will appear very different from how they display on the native platform itself. For example, on occasion Engagor would load numbers from a Facebook fan count during a 30-day period that did not at all match up with the numbers Facebook showed me. This also applies to the number of overall mentions of a brand/account.
There is no immediately clear "undo" feature when resolving a mention. There have been times I have bulk-tagged a set of mentions, set all as resolved and then realized that I had made an error, without a very clear way to revert that action.
Double mentions have shown up, skewing numbers and sentiment/tagging analytics.
The insights/reporting section could definitely be a little more clear in how it explains metrics (or why the user should care to report these metrics). While we have an analyst on our team who is happy to explain these terms, I can see how some of them would not be intuitive at all to a user who doesn't live and breathe social media analytics. Also, the line graphs can be very difficult to read and parse. If the user downloads a line graph to their desktop from Engagor, it doesn't necessarily show all of the information you need, making it necessary to screengrab rather than downloading a higher-quality visual.
Both the tool and the support that we receive from the customer service department and the customer success manager makes me likely to renew the use of Engagor.
Sprout Social is good for smaller accounts with limited traffic. Some insights available but often questionable data. Only picks up direct interaction (i.e. doesn't monitor likes or favourites). Sysomos was used for a while, but spent ages defining search times still producing questionable data. Did not properly monitor Facebook interaction and often did not pick up from that platform at all. Customer service only operated in US time (we are UK) which proved increasingly problematic