What do you like best?
The tool is easier and faster to use than Sysomos. I like the opinion monitor's ability to sort & train conversations and I appreciate the tool quantifying the conversations. It is easy to add and discount conversational categories - which makes it easier for benchmarking a brand's participation or inclusion in key conversations.
What do you dislike?
As with most social listening tools, I can alway use more functionality - more manipulation of word clouds, post list in chronological order, better exports of workspaces, MORE facebook topic data!. I'd like greater disclosure on the product development roadmap. Things that are missing but are needed get a "we'll submit that idea to our product team" - which is like a black hole on a users end. What is being developed and how agile is this development?
On Facebook topic data - I really don't believe any tool is pulling enough data. Facebook looks under represented in most of my searches (regardless of tool) and this is concerning for the future of Twitter is in question. If twitter goes down, what is my source of conversational data?
Recommendations to others considering the product
I evaluated a number of tools before switching to Crimson Hexagon. The ability to run a number of analyses concurrently is important, as well as visualizations, number of languages, countries covered, etc. I ran scenarios to ultimately test the tool. I found Netbase too slow and cumbersome, Sysomos - well I needed a change and other tools were interesting but placed limits on how often I could run analyses.
What business problems are you solving with the product? What benefits have you realized?
We pull brand, category, competitive or consumer level insights based on unstructured conversational data. Or as other says - find the humanity in the data. The business problems may vary from understanding what key conversations are driving brand mentions, to understanding consumer reactions to brand messaging, to identifying emerging trends within categories - all with the intent of outlining a consumer journey, intent or developing better content creative.