Customer support is amazing and the development team is always both improving and adding new features. That said, even as it is currently configured, the platform is very powerful and easy to use. The analytics are plentiful, the UI is easy to understand and manipulate.
There's really not much. Scheduling bulk messages is a little time-consuming - they must be done one-at-a-time. Also, adding accounts to monitor takes some time when you have many URLs to enter (I've put more than 1,000 accounts to monitor tied to a query, so I know!). That said, they know both of the issues and are working to streamline the processes. Likewise, the account team has been very willing to do the data entry for me.
Tracx is a very nimble and powerful platform. I would recommend it to any organization that wants the same three things that I turned to Tracx for: Feed management, analytics, deep listening. I judged Tracx against three other platforms: Sprinklr, Spreadfast, and Adobe Social. For my organization, Tracx was the right choice.
We use Tracx for three purpose:
Social media management: Tasks that community managers do to maintain their social media properties—e.g. adding content to Facebook, Twitter, Linked In, SioWeibo, and others. Also, checking for mentions of their accounts and setting up basic listening (for hashtags, as an example).
Primary beneficiaries: community manager and social media director.
Analytics: Gathering basic metrics (shares/likes/rewteets/comments, etc.), checking for mentions, monitoring hashtags, and responding to incoming communications as appropriate. Further, going beyond basic metrics (engagement, reach, responses) there is a host of other important and actionable data that SMMSs can collect and visualize for users. Most important may be the number of “link-clicks" gathered through the use of campaign strings. Additionally, Tracx has a sentiment-analysis tool that allows users to understand the tenor of responses, in aggregate or in particular.
Primary beneficiaries: Digital/Web managers and project directors.
Deep listening: Though all platforms allow users to perform basic searches of social media sites, a few solutions differentiate themselves by extending search into RSS feeds, news sites, popular forums, and other online media. Further, Tracx adds filters based on demographic profiles, geography, and other factors.
Primary beneficiaries: Executives and program directors, who will discover new audiences to engage and develop insights into how those audiences talk about (and understand) relevant issues.