CX Social Reviews

CX Social is very advanced and well developed tool for social media. It’s packed with many great features and provides detailed analytics to know about your brand in market with more than 300+ widgets in reporting

Some features like Automation, Smart tags, sentiments based on AI allows you to study customer as well as your team members who are replying to your customers.

In addition to it, one of my favorite and recent updates were branded look and feel of overall system!

There are so many reporting widgets that sometimes I get confused with reports. Apart from short description available on every widget, it would be nice there is detailed explanation link which can show best examples as well.

Also, apart from Note widget for segregating other widgets in dashboard, it would be nice there are more customizable widgets.

CX Social is well developed social media tool. It has number of unique and detailed features.

Sentiment analysis, Agent behavior, Agent time management per reply, ease of convenience to reply to the customers using canned responses, automated reports on different sections, automated smart tags to understand and filter mentions, branded look and feel of overall system.

It is a nearly perfect tool for evaluating mentions of keywords, not only in a quantitative way, but also qualitative as it permits you to review each one individually. It would be useful, in order to identify trends, and not only search in past events, to add a topic discovery tool based in a cluster engine search. We would analyze more comprehensively and enhance our consulting more proactively.

*Data displayed in a clear way, in order to provide a good functionality rather than only a "good looking" dashboard.

*Great query based segmentation tool that provides a nearly perfect segmentation tool.

* Best price for the massive amount in volume of mentions provided in plans.

Engagor is less appropriate for a hashtag analysis, I find that it misses key points like reach and impressions of the hashtags monitored. I miss a bit the alert settings in basic plans using Boolean Queries.

*In order to monitor hashtags, it would be really useful to know about: contributors, reach and impacts made by this hashtag.

*It could add a cluster based search tool for topic discovery.

*Mention sentiment could be a bit more optimized in Spanish language

Great social analytics tool

As an agency, we use Engagor to provide the best support in Social media monitoring and analytics for our clients.

Engagor is key for us to plan our future communications by having a micro-level knowledge of our clients' markets based on topics we create and optimize to gather the most relevant data.

CX is extremely user friendly. The ease of use after a single walk through speaks to its efficiency. I absolutely love the reporting widgets. so easy to create a quick chart to show me insight on a hot topic that's blowing up on Social media! The internal chat function helps me keep in touch with my team and its too easy to email a business partner in marketing a post they need to see right away. I cannot get enough of this platform!!!

Lately there have been some latency issues. No one likes that. However, After subscribing to their Support team alerts, I know about an issue before its actually become a problem for my business.

Give it a try. It'll make your workload manageable. You wont regret it!

The smart tags have increased our insight on what conversations members are having with us. This information partnered with our Marketing team helps us realize where we should focus our efforts.

Smart filters are great. Our customers are multi lingual and with CX Social, the content is analyzed by the smart filters and dispatched to the right people who speak those languages. Instead of organizing ourselves around social networks, CX Social allows us to organize our social media according to our needs.

Small delay between post and availability

Because CX Social gathers all our social media, we are then able to decide how we are going to manage them according to the filters that best suit our company organization<

CX Social has allowed us to gather all our social media channels in different languages into one tool. The smart boxes allow us also to make sure that our social media specialists can have direct access to the content that is most révélant to them. With the smart boxes, we are also able to differentiate intereactions caused by regular posts from those caused by our advertising campaings, giving us an organic perception of the feelings generated by those campaigns.

I love that ability to sort and tag all social inquiries that come in. If the sales team or customer support team needs to reply, the CM can easily tag the appropriate person. It's so simple to use and great for scheduling posts as well.

Sometimes post scheduling fails, which is a bummer. The other thing I dislike is that images still take up character count. The major thing I dislike, though, is that the Engagor app for iPhone doesn't work very well. Sometimes we have to post on the weekends and it would be much easier to have an app than to lug around a laptop. It's easier to use Facebook and Twitter native apps for weekend management of social channels.

Definitely give this a try if you have a large team or multiple parties in different areas that need to respond to social inquiries. The tagging is so helpful and user friendly.

This is great for response management purposes. One of the best features is the ability to route things directly to clients for approval within the program. It saves time with calendars and keeps everything organized and in one place. We have tried many tools, but Engagor has a ton of benefits.

Comparable data across multiple accounts; precise social media monitoring, works very well with smart filters, especially to narrow down topics; easy to identify most active accounts, top posts and influencers.

-comparable data across different channels (LinkedIn impressions? - twitter potential reach)

-deeper social listening across the web.

-certain data visualizations could be improved;

modulation for social media dash-boarding is not very flexible, and some modules just look plain odd. It is not fit or straight-forward reporting;

it's quite easy to setup and use, but it is not as powerful as some other available tools, for example if you looking for web-monitoring, you'll have to invest in something more suitable . CX social is very good for social media, and it does what it promises.

Social media monitoring and analytics, identifying influencers

The tagging feature allows you to create very rich data. It is also easy to look at individual performance which allows for better development opportunities.

The approval workflow is really the only downside to this platform. There is not enough notification when items are waiting for approval. In addition, users are only notified when their post is rejected (no indication of successful approvals). Some of my name have found this "negative only" feedback discouraging.

CX Social has given my team a set way of working, that makes the transition to working as a member of this team quick and easy!

The reporting and analytics platform were great with accessing key metrics and making it relate to specific campaigns.

While it did have impressive features, I felt it had trouble keeping up with events in real time and had which led to operational issues. The steep price could also make it unsuitable for smaller companies.

Definitely consider this product if you're a larger company. The ease of use and the customer support behind it, helps immensely. However, with the steep price I wouldn't recommend it for smaller startups.

With Insights we have a very wide view of how our engagement metrics are doing. Their customer care is perfect. They're in the other side ready to answer your questions and to solve any problems. They have a very fast improving rate so are practically receiving new features every other day.

Simple enough to use. Smart features such as sentiment scoring and possibility to add internal notes. The customer service team, who you reach via chat, are quick in answering and always very helpful. I appreciate that the tool continues to develop to keep up with an ever-changing market. It's played a vital role in our growth in social media.

I miss some features such as being able to answer Facebook and Trustpilot reviews directly in the tool (although we can monitor it), but this is not on CX Social's end but in the forums itself for not providing their API's.

It's helped us to grow and be scalable since it's a simple enough system to teach others. We get a good overview of data and statistics which is useful.

The reports we run at the end of each week to analyze what our customers contact us about and through which site they use the most. Also, the way to create tags is super easy and I love that you can sort them by color.

If you type in a tag wrong, it will automatically mark that message with that incorrect tag. If I mean to tag something as home delivery but write "hime delivery" instead, I wish CX Social would have a pop up and ask something like, "do you mean Home Delivery?"

Get the proper training first

With CX Social, we are finally able to see what our customers are reaching out to us about on a weekly, monthly or daily basis with the tagging feature.

The customer service is superb. No matter when I asked or how obscure the question they would reply promptly and work through the issue with me until it was resolved or evident they would need to raise the issue internally. For any issues that weren't directly solved during a help chat, they would always let me know once it had been resolved.

The load times for certain views can be quite long up to 10 mins for particularly large data requests and if you try a large enough date range it fails to get the data but this can be worked around by simply using smaller timeframes or smaller groups of accounts and then combining the data yourself and this is made simple with there excellent data export options allowing me to get the data in whatever form I need.

If you are managing only a few accounts, you probably don't need it but for those managing several hundred accounts it's a lifesaver.

It allows us to monitor well over 300 social media accounts from a single window, the level of service we provide would simply not be possible without it or a similar program. But it goes above being just a necessity and provides excellent reporting tools making my job much simpler.

I like the support offered with CX Social. Noone seems to offer the live chat service like it! The team a quick to pick up queries and its not very often they cant resolve the issue within the live chat. It's also the same team so you start to recognise who you're talking to!

I dislike that it cant pull our forum posts in so we can work all our channels in place. It is frustrating that other social media platforms are able to do this so well and yet CS Social still cant even after asked for 18 months.

I'd reccomend others to look at forum platforms (if any) that work with CX Social.

Everything is in one place and it allows us to tag and track trends etc. It also makes it much much easier to be able to present the information to people outside of the social world as it knows what numbers and stats people around the business would like the see. It's easy to pull together presentations using just CX Social where as in the pas we have had to use multiple platforms.

i like the interface and all these filters that we can chose

the most that bothers me is the delays and the lags that we face sometimes

it would be better for telecom accounts to force the users to handle the interactions one by one in order to make it a queue system.

We solve all customers inquires and concerns as an official telecom page, CX Social made it way easier to deal with the huge number of interactions that we receive on daily basis as it's now easier to look for customers history and made all customers info reachable and not hard to find.

I like being able to schedule Tweets and Facebook posts with images. It is also really good for monitoring feedback and comments from customers.

It's not able to tag people in images and share video direct from CX Social. It can sometimes be very long-winded to share a post or retweet from others and you also can't directly tag others in Facebook posts which is quite basic functionality and something that is very easy to do directly through Facebook.

I think you should check that it is able to do everything you need it to and is better than everything else on the market. It's great for scheduling but it may have better alternatives for posting directly to Twitter or Facebook.

Scheduling social media posts on Twitters and Facebook, tracking feedback and responses or comments and replying to inbox messages from customers.

The ability to manage multiple accounts, all in one place meaning we have a platform to engage with our guests in real time. The sentiment measurement tool is fantastic and gives deep dive insights into the smallest details of how our guests feel when expressing themselves on social media.

As of yet the only issues we have seen is with connection to the platforms, however this very rare and as a customer you are alerted instantly via email and live messaging.

Guest sentiment is key, we are also able to engage with our guests and exceed expectations by spotting trends

the use interface, the engagor analytics and the engagements speed, more or less the easy transaction from an account to another. but takes a little bit of time. and the fast replies and easy to know who to reply to.

it takes a long time to resolve, keeps loading and it's a little bit laggy. it takes a few seconds up to a minute to load the next conversation that would be really helpful.

Please include a light themed user interface for people staring at the screen for too long tend to have more blackness around. it would be wonderful if there was a light theme for it.

faster engagement responses, analytics for reports, engagement rates and reach. the reporting and monitoring is really great and if you could include listening reports that would be even better.

The user experience of CX social is probably its best asset. You can create your own dashboard in less than 10 minutes and get an ideal template for your reportings

Some data are impossible to export in pdf. For example the whole sent of the managed messages

Think about your final reporting before you begin the set up of the dashboard

We are monitoring the social interactions around a big player of the mobile payment in Belgium. This is very complementary with the traditional offline press review.

Being able to pull in social media data from various sources.

I wish the dashboard building was similar to CX studio. it feels like a completely new platform and as far as I am aware, there is no training on how to build them.

Also, it still requires a lot of manual back checking for posts it pulls in. We have a lot of spam posts that follow a pattern of junk junk "-- buy" junk junk junk. It would be nice if we could filter out specific phrases like "--buy" but not "buy" in general.

Right now we are in early stages and are just trying to look at customer feedback of different sectors of the business

Be able to search for customers and posts with ease with the search and filter system

The delay in bringing in replies to customers, you can only see your replies in the history, you have to wait before it comes in the main view

Allows us to monitor and track the performance of our agents

Love how all of my social media channels and engagement can be tracked together, to give the most comprehensive view. Also, love the drill down capabilities (for example, in the sentiment analytics, I can click on negative comments that day to see exactly what people are saying to understand the source of their negativity or frustration. Allows for immediate response to specific issue and mitigating the problem right away.)

I honestly have never seen product so well-tuned and developed for social media analytics. The only comments I have in improvements are suggestions for future development. I would like to see some sort of machine learning integrations where I can use 3rd party API's such as crowdflower or scale.io API to enhance the accuracy of various sentiment classifiers.

CX Social helps inform our content marketing strategy, in terms of understanding what gains traction with the community. Social Media is really awesome in that it allows you to test various ideas with the community on a small scale before developing full-blown business model strategies around a domain. For example, when deciding which bussiness services we should develop full-blown campaigns for (eg. cloud-based analytics vs. specific business use cases) you can put up content relating to both of these topics and see what the community seems to get more excited by. Having CX Social is the critical component in being able to measure the engagement and response types of these indivuals, as well as realizing exactly what stage within the customer journey they are in.

i love being able to monitor every conversation about our organization across the entire internet

I feel that the scheduling tool is lacking. i know this is due to API limitations but i find myself scheduling content natively instead of within the tool. Also, i wish the analytics part was more robust. when we want to find the effectiveness of a campaign reach etc, we often are only able to see number of mentions for example which isnt very insightful

Yes

We have fully integrated customer care into the tool connecting customers to support from customer care teams. Also, we have integrated area marketing teams to support guests mentions with local knowledge and language expertise

The best part of Engagor is the advanced analytics and in-depth reporting they offer your brand. Think Google Analytics Premium for your Social Media Activities and brand mentions.

Another great part of Engagor is the ability to micromanage the read and write access across your team. For reporting purposes they have a built in dashboard that reports upon summary actions for your team. For example you can see how many responses have been made on average per user.

It is a bit pricey but this tool may be more appropriate for mid to larger sized businesses that have dedicated staff members monitoring their social marketing efforts.

Engagor can be pricey for some companies that do not have dedicated personal to manage social marketing campaigns and customer support issues that may arise. I would suggest an alternative and more price appropriate alternative such as social sprout or hootsuite.

For companies that perform a lot of their customer service on social media , being alerted immediately and in a timely fashion can make or break a customer's expectations and experience with your company so it serves a vital part of that function.

I enjoy the ease of use of the platform. I find managing the inbox a pleasant experience in the sense that I can rapidly assess mentions, tag them appropriately, etc. The support service is always excellent as well.

Limited in the publishing feature. For ex: you cannot @ tag when posting in Twitter. For this reason, we are sometimes obliged to post natively instead of within CX (which is a shame, especially since we use CX for reporting).

We can efficiently manage the immense amount of mentions coming in for our various brands. We have furthermore been able to onboard our areas onto the platform by using the smart folders (they provide local knowledge).

Customer service is much better than closest competitors. We use similar software and often get no response when contacting them to solve an issue. CX Social, on the other hand, has brilliant customer service that is always very responsive and able to solve any issues that we may be having.

Ability to manage social media accounts for many different clients in one place. We often send out posts across several different social media platforms for clients and CX social makes it incredibly easy to manage this process.

Inconsistencies when posting to multiple social media accounts - many times a post scheduled to go out on multiple social media accounts/pages does not post to all pages for no apparent reason.

Software often unlinks social media accounts for no reason which is frustrating as our social media response team are then unable to respond to posts, messages and reactions for an undetermined period whilst the software is re-linked. There have been instances of accounts being unlinked and not being able to be relinked for over 24 hours which has proved to be a huge problem for us in the past.

Stick to Sprout Social for a better user experience, or use CX Social for a great customer service experience.

Multiple social media account management for a large range of clients, whether this is managing, responding, posting or monitoring.

Largescale posts to multiple social media accounts. We use this software to push out similar content to sometimes 100+ social media accounts in one go for some particular clients.

The ability to see feeds of all our social media accounts makes replying on a larger scale so much easier. Their customer service team is fantastic, any queries we have had have been answered very quickly and efficiently. CX Social also provides a smart filter which will mark up 'negative' comments so that you know which need addressing (if you do not address all comments). The reporting tool is extremely useful, too.

One thing we have noticed is that CX Social starts to struggle when a high number of messages are incoming from multiple sources/platforms.

Instead of having to login via multiple accounts and on multiple platforms (e.g. desktop, tablet) we have the ability to access these all in the same place. It has definitely posted a positive impact with our business as it saves so much time, while having all the professional features that you would require. Having the access to a reporting tool within the platform makes it so much easier to gather the data as we do not have to do this manually anymore. A lot of reporting tools we have used in other areas of business produce un-actionable, automated looking reports but CX Social provides the complete opposite of that.

The tool is great for agencies that offer their clients the full social media service - from community management, listening, and analytics. The smart tags, automation and the high variety of widgets allow us to efficiently tackle community management, as well as, come back to the client with a depth of insights about how their consumers talk to them both on and off their owned social channels.

Bugs every now and then, but nothing so serious that a live chat with the customer service reps can;t fix in a jiffy.

Best for agencies that offer their client strategy, community management, and analytics as the tool is just best when you access all points.

Social Listening & the analytics that come up with. I can go to my client and tell them that 70% of this month's online of consumers talk about product X. 64% of community received are about pricing.

Plug and play installation.

browser based

Very bad and not flexible customer support.

Main goal is apparently selling the platform and not working with the customers together to find solutions on the long term.

UX is not great

Would not recommend to choose for this platform.

Make sure to read the contract well

We use(d) CX Social for social listening / Monitoring across Europe and switching now to a different platform.

I really like that you can chat and instantly ask your questions to one of the CX Social employees

I'm not a 100% convinced about the reporting possibilities in the tool. They work a lot with 'workarounds'. F.e. when you want figures for inside and outside business hours.

Also when customers add a comment to a comment on facebook, it is difficult to see in the tool and sometimes you get double answers on the same question because of this.

The benefits are that I am convinced that you can do a lot with the tool, but it is a complex tool to work with if you don't use it regularly.

User friendly system with many reporting features and widgets that make it easy to create impactful reports. The customer support on the live chat is fantastic - those guys know what they are talking about and are always fast to respond!

I don't like that you can create paid social adverts off the platform and that some organic formats are not supported.

Too many to name. We have found the most value in the fact that we can report to our business stakeholders and make them aware of the impact that the organisation is having on social as well as making hem aware of the online presence of our company.

The ease of use of this software and the intuitive, nice GUI

Missing Google+ integration in the publishing tool

I can fully recommend the use of CX Social (formally known as Engagor). It helps to understand the metrics you get out of the monitoring and shows you how effectively your social media activities are.

Listening and engaging with existing customers, potential customers and our reseller worldwide

I would say that the easy way to configure and handle all customer interactions. Many solutions can capture and response, but CX Social allow to adapt the tool to your company in a simple way

We experienced some delay in receiving messages from the social networks into the system

Improve Customer Experience, Improve operational efficiency of social customer service, Innovate through Voice of the Customer

- The segmentation analysis and reporting

- the sentimental analysis reports

- the tags

- the auto reply and scheduled publishing

- unable to integrate with the web portal

- sometimes there's a delay appearing the mentions or the msgs

- Fast response to mentions

- Competitors overviews and reports

- listening tool all over the digital platforms

- Social listening, rapid social media engagement, and social media analytic

The comprehensive and extensive analytics module, as well as the intuitive user interface. They make our social media team's work easier. The chat-based support is great and fast as well, my longest waiting time was about 40 seconds.

Even though they have a fine idea-sharing site, certain functionalities are missing - Facebook Group support for example. I'm positive they will develop these as soon as they can.

Without CX Social, we couldn't upscale our social media activities - replying to users, gathering feedback etc. The most important benefit is that with this tool, we could create a customer service channel with probably the best user experience.

How customisable the workflow tool is - I love how easy it is to search for options and how in-depth the search strings can be.

It's not as easy to filter out our own mentions. The insights and performance tabs, despite having the same filters, sometime's deliver different results

Being able to respond within a low SLA and improving our customer jounrey and therefore experience!

The ability to assign tasks to other users, and see the performance of different team members.

It can be very slow. I wish there was "bulk actions," such as the ability to select multiple posts to like, assign labels to, or resolve at the same time rather than doing it one at a time.

The ability to keep multiple team members in the loop with larger community management issues when they arise (i.e. a user posting the same complaint multiple times across a variety of channels). There's less chance of overlap in responses because things can be cleared out of the inbox.

The ease of use and training. Support is fantastic and very knowledgeable.

Filters take awhile to get to know well how to use.

A great partner in learning your company's social voice.

Voice of your customer on all social fronts.

I like CX Social for handling mentions to handle mentions flows,within a team, coming from multiple platforms at one place.

The tool doesn't cover all our analytics needs and publishing features are weak (but I assume that social networks are more complex than ever).

App stores review ... :(

We are working with an easy escalation process (color tags depending on the mention is neutral/negative or positive) that CX Social enables us to manage through a rich amount of features.

Key benefit = centralization of human and information flows. Not yet a 360° logistic tool but not to far.

CX Social makes your life much easier when you have multiple channels to moderate and manage. It's easy track historical data and insights that helps in providing accurate numbers and reports to our clients.

Since we provide 24/7 service it's annoying seeing some delayed notifications every now and then.

Online Social Media, customer service, listening reports and community management.

Engagor is a great tol for someone like me in social media management. I really like how you can gather so much valuable information about your brand and what people are saying about it. With engagor, you're always aware of what all types of people are saying about your brand and the charts are an excellent tool. The layout is easy to read as welll.

When comparinf them to other similar sites, i think their customer service could use improving. I think the customer service of other sites is mich more friendlier and inviting. Other than that, i do very much enjoy the site and all it has to offer.

I think other companies who use engagor should really take advantage of what the website has to offer its customers and all the helpful software tools as well. This is an excellent tool for this day in age for relationship marketing as well as customer service.

With the company i work for, we really want to build a better relationship with our customer to grow and progress as a company and engagor has really helped us doing so. We are able to see what important influencers and bloggers are talking about us to engage with them. We also see whers the arw customer concerns and we can solve them quickly, which we were not able to do before. We can also engage with everday customers and answer their questions as well as listen to their comments.

I love the fact that I am able to reach out using the chat function anytime I have a question.

There have been times were common functionalities aren't available with the system

Being more productive on social. The folders have allowed us to triage our customer issues to get to the most important issues first.

reporting and the ability to see everything with one click

Sometimes the reports can take a long time to load

we have a ton of Facebook pages and this helped us manage them

The interface is fantastic. Charts, images, and other visuals are top notch and are much easier to compile than other interfaces I've used in the past.

I ran into some issues in setup where some channel connections were not available. The support team, however, was more than willing to help solve the issue.

A trial is definitely worth your time and effort to see if it fits your needs.

We use CX Social to effectively identify contact areas and then solve problems, reduce contacts, and reach out to customers where needed.

It's very user friendly management software for social media with more than expected features in it.

It's bit expensive when price is compared to other social media management tools

It's a perfect tool for social media management for large companies

SLA was one of the major issues

Canned responses really helps agents to quickly reply to the customers.

Detailed reports in different aspects is really helpful in management reporting.

the inbox gives me the best experience in the community side and the setting it's very effective

there is some report missing in Twitter, Instagram, and youtube... I hope if I want to submit with CX to find all my report in one place to analyze more and more.

Certainly! the community

Es una herramienta avanzada para evaluar las redes sociales no solo de manera cuantitativa, si no de manera cualitativa, cuenta con mas de 300 widges, con funciones excelentes, cuenta con características como.

1. la automatización

2.la etiquetas en los informes

entre otros.

Cuenta con tantos widges que, aveces se nos dificulta leer los informes, se nos dificulta extraer las publicaciones de los foros.

nos da el beneficio de poder ver los comentarios que tienen nuestros clientes

The organization/layout of the interface

The price/contract details. There's also some random bugs that never get fixed because they can't reproduce, but the bugs reappear.

Take advantage of all the features it offers, to get your money's worth!

We provide outsourced customer support. We use CX Social for our clients that we provide social media support for. We're able to easily organize the tool for our clients, customize it to their particular needs, and it's easy to use for our agents who work with multiple tools.

All social platforms under one account making it easy to reply and keep up with all of our social platforms. It also help us see things we may have missed using each app individually.

Sometimes the filters do not work. We are trying to save time to sort through posts. Words that we indicated to not be included were still included, along with selected languages.

Worth it

Getting all of our social media platforms into one place. It always use to be more time efficient

Inbox functionality, tagging options - contact tags and mention tags plus automated tagging

Having to remember to track a stream before getting insights and otherwise not having the data retrospectively

Being able to Surprise & Delight by proactively monitoring mentions of our business. We’re also able to track response time & see user reports to drive our customer care agents to improve themselves + know what to train them on. We’re able to monitor all social platforms in one tool which saves time.

It is an incredible tool that collects all the comments on one screen. There are plenty of options to organize all the conversations: smart folders, tags, filter when using the search bar... It allows me to prioritize what needs a quicker response.

The mobile app needs more development work. It would be great to handle everything from there too!

Thanks to CX Social I can do an outstanding social media/campaign listening, offer a good customer service and make complete social media report.

the complexity of what can be done within CX and the analysis and reporting

the support when an issue arises and that features were said to be included / would be provided in a specific timeframe, but in the end they were not. Delays in FB messages appearing in CX, when they were visible in FB directly for up to 30 mins.

have chosen to go in a different direction, as the support was not meeting our expectations.