Response from Jillian Sayuri Falconi of Falcon.io
We appreciate our call this week, as it helped us understand the source of your dissatisfaction. I would like to clarify on a few points made here, and believe that we can work together in the coming weeks to ensure your team is happy with the service and products of Falcon.
First, we are doing a thorough investigation to review what was presented in the sales and training calls, so as to understand what may have been miscommunicated and coach our team members to avoid a similar situation in the future.
When it comes to the features you are dissatisfied with, I would like to ensure the following is clarified:
Social Media Alerts: We have Engage alerts, Assign alerts, Approval alerts, automated reporting emails, listen alerts and daily listen subscriptions. So there are various ways to ensure you stay-up-to-date on what's coming from social channels on our platform.
Instagram: The direct DM API is not open, therefore, Falcon nor any other similar vendor would be able to provide this to you. Nonetheless, with Falcon you have some of the more advanced publishing and measuring features currently on the market.
Falcon vs. Native: Over 1,500 companies worldwide use Falcon today because it gives them the opportunity to unify their social media actions. especially for companies managing multiple pages or multiple clients this saves a lot of time to engage directly, publish automatically, report and even look for user generated content and discover a crisis the minute it bubbles up and have better control over brand alignment.
As our platform serves to multiple use cases we provide a thorough and custom demo to all our prospects specific to their use case, combined with detailed documentation on the features you have available we aim to prepare you with all information you need to evaluate. We also ensure that our cancellation terms are clear so that both parties have all the information they need going into the contract.
Nevertheless, we understand that there is functionality such as checkIns & reviews, which are important to you, and we want to work closely with you and your teams to ensure that you are satisfied first with Falcon as the social inbox to consolidate your engagement but also in relation to some of the additional feature requests you have mentioned.
VP Customer Experience