Salesforce Social Studio

Salesforce social media listening

4,1 /5 (259 reviews) Write a Review!

Salesforce Social Studio Overview

What is Salesforce Social Studio?

Social Studio by Salesforce is a social media listening software that helps businesses discover and analyze conversations about their brand across multiple social media channels. The software can be used by sales, customer service, and PR, as well as community managers, to offer a better customer experience and gain a deeper understanding of their customers needs.

Along with monitoring social media conversations around your own brand, Salesforce Social Studio can also be used to listen in on conversations about your competitors and your industry. Using Salesforce Social Studio, your employees can join in on conversations with your audiences, fostering brand advocacy and addressing customer issues and concerns directly. The software also helps you understand what content works best with your audience and analyzes the performance of your campaigns.

Social Studio by Salesforce forms part of the Salesforce Marketing Cloud suite of products, it is the social listening and brand monitoring arm of this range of products. The software is used by brands to increase customer engagement, enhance social media campaigns, gain better understanding of audiences and industry, and provide better customer support. Social Studio provides a range of analysis and reporting features to understand customer sentiment, demographics and industry trends.

Salesforce Social Studio can be used to construct effective social media and content marketing campaigns to support short-term, as well as long-term goals, such as the launch of a new product, annual trade shows or other events, and new partnerships. With Social Studio, you can set up a social customer care program by publicly addressing and resolving issues in the moment. The social media listening tool allows you to identify various types of mentions and posts, analyze their urgency, and route them to the most appropriate department, or employee. Social Studio also lets you create custom reports, build your own visualizations, filter data by workflow, notes, tags, and insights, as well as export and route data for internal use.

Salesforce Social Studio Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Subscription
Value for money

Contact Salesforce for pricing quote.


Salesforce Social Studio Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, China
Supported Languages
Chinese (Simplified), Chinese (Traditional), Dutch, English, French and 6 others, German, Italian, Japanese, Portuguese, Russian, Spanish

Media

Complete Social Studio dashboard view
Trending topics and post analysis in Social Studio
Multiple graphs and analytics in a Social Studio dashboard
Dashboards can be customized in Social Studio
The Enagagement Console in Social Studio
The Social Studio dashboard
Various social media analytics in Social Studio
Manage your brand reputation online with Social Studio
Provide social customer care with Social Studio
Social Studio offers community enagagement with loyal brand advocates
Salesforce Social Studio video Salesforce Social Studio screenshot: Complete Social Studio dashboard view Salesforce Social Studio screenshot: Trending topics and post analysis in Social Studio Salesforce Social Studio screenshot: Multiple graphs and analytics in a Social Studio dashboard Salesforce Social Studio screenshot: Dashboards can be customized in Social Studio Salesforce Social Studio screenshot: The Enagagement Console in Social Studio Salesforce Social Studio screenshot: The Social Studio dashboard Salesforce Social Studio screenshot: Various social media analytics in Social Studio Salesforce Social Studio screenshot: Manage your brand reputation online with Social Studio Salesforce Social Studio screenshot: Provide social customer care with Social Studio Salesforce Social Studio screenshot: Social Studio offers community enagagement with loyal brand advocates

Salesforce Social Studio Reviews

Salesforce Social Studio Reviews

Overall rating
4,1
/
5
Excellent
99

Very good
103

Average
39

Poor
8

Terrible
10

Value for Money
3,6
Features
4,1
Ease of Use
3,6
Customer Support
3,7
78% recommended this app
Aaron B.

Powerful, but complex


Walter T.

SFMC

This is a very serviceable software and will serve it's purpose. It can do a lot, so depending of the size of your organization it might be too much for the cost.


Sandra S.

Expensive and cumbersome with little support

Love what the product is capable of doing. But it takes a significant amount of time and money beyond the cost of the product to set it up and maintain it. I am dissatisfied with the representatives of SF who have zero customer service skills and can’t even answer a question when asked. They are rigid and not willing to work with clients to provide solutions. They just want the contract. I will not be renewing with them.


Verified Reviewer

Streer clear of Marketing Cloud if you're a small company

It's 2020 and this product has the UX of the 2000's and a backlog of tech debt and bugs for a premium price. For a small business I'd HIGHLY recommend going with something else. Not only do you pay a PREMIUM price for Marketing Cloud, but you'll also end up spending more time than you should trying to figure out this product.

There are "features" that exist, like data conversion on automations, but you'll have to spend time figuring out that they exist so you can e-mail support and request they turn them on, when they should have just been there in the first place.


Verified Reviewer

Definitely a step up from MailChimp


Aaron B.
Industry: Marketing & Advertising
Company size: 10 000+ Employees

Powerful, but complex

Used Daily for 2+ years
Reviewed on 2019/01/28
Review Source: Capterra

Pros

This software is an online SAAS, and is some of the most powerful Marketing Software on the planet. The software is best used in an environment where personalized, but mass email communication is needed--typically for B2C situations. Pardot is an ideal product for B2B solutions. Although the product can be configured and used by end-users, it is best to work with a partner.

Cons

There are many updates needed in order to make the software work in a more user-friendly fashion, particularly when compared with less powerful solutions, like Constant Contact, MailChimp, etc. A Salesforce partner will cost additional money to implement the solution, but it is a good investment.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Walter T.
Industry: Higher Education
Company size: 501-1 000 Employees

SFMC

Used Weekly for 1+ year
Reviewed on 2020/01/21
Review Source: Capterra

This is a very serviceable software and will serve it's purpose. It can do a lot, so depending of the size of your organization it might be too much for the cost.

Pros

In addition to being able to import a distribution list, this product integrated with our CRM (Recruit) so we were able to send to segregated lists and it showed what emails were sent in Recruit. This made it easier for our reps to see when correspondence went out to their pipelines. It is rather simple to create and distribute emails.

Cons

Some of the functionality was a bit wonky, and emails viewed differently between various email clients. Line spacing was the biggest thing that varied quite a bit. Everything would look great in SFMC, but when an email was received in Outlook, Mac Mail, or Gmail, all three would display it just a bit differently. Not sure who's problem this is. It also doesn't embed video either. The workaround is to create a screenshot as a graphic, then add a link to it.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

Sandra S.
Industry: Health, Wellness & Fitness
Company size: Self Employed

Expensive and cumbersome with little support

Used Daily for 1+ year
Reviewed on 2020/10/07
Review Source: Capterra

Love what the product is capable of doing. But it takes a significant amount of time and money beyond the cost of the product to set it up and maintain it. I am dissatisfied with the representatives of SF who have zero customer service skills and can’t even answer a question when asked. They are rigid and not willing to work with clients to provide solutions. They just want the contract. I will not be renewing with them.

Pros

It’s capabilities once it’s configured which takes a significant amount of time and money by hiring outsourced vendors to help set it up. SF offers little or no support and sends links in response to your questions.

Cons

They sell the product speaking in terms of monthly payments hen switch it to annual payments when you purchase the product. They do what’s in their best interests not the client’s. They sell you products that you don’t need but you won’t figure that out until you learn how to use them and set them up which takes a few months with the help of a consultant that you must pay for separately because it’s nothing included in the price and the products are not intuitive by any means. You will also need at least one employee dedicated to setting it up and maintaining the program. The very consultant that SF recommended that I hire at an extra fee to set up the program told me that I didn’t need six of the accounts that SF insisted I needed. They simply do not care if you ever use the products or are satisfied with the products until it’s time to renew your contracts. There are too many other alternatives from companies that actually care about having a long term relationship who will sell you what you need now and help you build the platform as you grow. SF has no such interest. I will not be renewing with them.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 0.0/10

Verified Reviewer
Industry: Leisure, Travel & Tourism
Company size: 2-10 Employees

Streer clear of Marketing Cloud if you're a small company

Used Weekly for 6-12 months
Reviewed on 2020/07/31
Review Source: Capterra

It's 2020 and this product has the UX of the 2000's and a backlog of tech debt and bugs for a premium price. For a small business I'd HIGHLY recommend going with something else. Not only do you pay a PREMIUM price for Marketing Cloud, but you'll also end up spending more time than you should trying to figure out this product.

There are "features" that exist, like data conversion on automations, but you'll have to spend time figuring out that they exist so you can e-mail support and request they turn them on, when they should have just been there in the first place.

Pros

I like that Send Time Optimization was included, this was extra with the previous e-mail marketing product we used.

Cons

First, we ended up in Google's black hole even when following the plan laid out by our integration partner. That you need an integration partner to get a small business setup should have been a huge red flag, but we thought we were stepping up to a more powerful e-mail product.

There are bugs everywhere. Our integration partner had many tips like making sure to unselect an e-mail reselect it and stop and start a trigger to make sure the new e-mail is used, these are things that should be handled by the UX and not tribal knowledge. We used alias in our e-mails to aid in reporting, but sometimes they show up in the report and sometimes it shows the original URL. We opened a ticket and months later it was closed with no resolution, because there's a back end bug in their system that they believed was causing the issue.

There's a lot of duplicated functionality that has different features. Want to manage your data extension you can do it in Email Studio or Contact Builder, BUT the features are different between the two. You can only easily add records in one of them so you have to remember which one you can do a specific action in.

Their reporting is limited on Journey's and you'll need to extract all the data to do any deep dives. You'll need to use Journey's if you want to use send time optimization or any of the AI logic, so you're guaranteed to have to build your own reporting in your own tools. We needed this to realize we were in the Google black hole.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 3.0/10

Verified Reviewer
Industry: Insurance
Company size: 201-500 Employees

Definitely a step up from MailChimp

Used Weekly for 6-12 months
Reviewed on 2019/09/05
Review Source: Capterra

Pros

This software makes it easy to build professional looking emails that add all the information you need with drag and drop

Cons

IT is sometimes hard to organize and sort files

Rating breakdown

Ease of Use

Likelihood to recommend: 8.0/10

User recommendation
7,6/10
Based on 259 user ratings
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Salesforce Social Studio Pricing

Salesforce Social Studio Pricing

Starting from
N/A
Free Trial
Subscription
Value for money

Contact Salesforce for pricing quote.

Contact Salesforce for pricing quote.

Value for Money
3,6/5
Based on 259 user ratings
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Salesforce Social Studio Features

Salesforce Social Studio Features

API
Activity Dashboard
Automatic Notifications
Campaign Analysis
Campaign Management
Campaign Segmentation
Content Management
Customizable Branding
Customizable Templates
Data Import/Export
Drag & Drop Interface
Email Marketing Management
Engagement Analytics
Monitoring
Multi-Channel Marketing
Real Time Analytics
Reporting & Statistics
Social Media Integration
Template Management
Third Party Integration
Features
4,1/5
Based on 259 user ratings
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Categories

Additional information for Salesforce Social Studio

Additional information for Salesforce Social Studio

Key features of Salesforce Social Studio

  • Acquire and qualify new leads
  • Auto-updated Social media reports
  • Automated sharing on social media
  • Campaign performance analysis
  • Define workflows and automated tasks
  • Discover and analyze brand-related conversations
  • Discover emerging trends and issues
  • Discover industry influencers
  • Excel Add-in and Extensions Gallery
  • In-depth, multi-language sentiment analysis
  • Measure buzz for competitors and industry
  • Route insights to multiple departments, from sales to PR.
  • Salesforce CRM and Service Cloud integration
  • Social customer service program
  • Text analytics and semantic technology
  • Top performing content analysis
  • Uncover purchase signals and intention
  • Understand demographics of post authors

Benefits

  • In-Depth Sentiment Analysis: Multi-language sentiment analysis for English, Chinese, Dutch, French, German, Italian, Japanese, Portuguese, Russian and Spanish.

  • Enhanced Demographics: Gain deeper demographic understanding of the authors of social posts, such as gender, location, education, and career. Further data gathered from analysis of social profiles, social audiences, lifestyle interests and more.

  • Intention Analysis: Text analytics and semantic technology analyze the words in social media posts to identify the wants and needs of your customers. Reveal customer intentions and concerns and prioritize them by relevance and urgency.

  • Identify Emerging Trends and Issues: Get a real-time list of the most talked about people, places and things. Discover grievances by identifying posts that generate a dramatic shift in conversation, and resolve issues before they escalate.

  • Discover Industry Influencers: Social scoring algorithms measure your customers' ability to sway topics and drive action. See the amount of people who are influenced by specific content, and see the reach and longevity of a topic.

  • Salesforce Social Studio FAQs

    Salesforce Social Studio FAQs

    Below are some frequently asked questions for Salesforce Social Studio.

    Q. What type of pricing plans does Salesforce Social Studio offer?

    Salesforce Social Studio offers the following pricing plans:

    Pricing model: Subscription

    Free Trial: Not Available

    Contact Salesforce for pricing quote.

    Q. What are the main features of Salesforce Social Studio?

    Salesforce Social Studio offers the following features:

    • Acquire and qualify new leads
    • Auto-updated Social media reports
    • Automated sharing on social media
    • Campaign performance analysis
    • Define workflows and automated tasks
    • Discover and analyze brand-related conversations
    • Discover emerging trends and issues
    • Discover industry influencers
    • Excel Add-in and Extensions Gallery
    • In-depth, multi-language sentiment analysis
    • Measure buzz for competitors and industry
    • Route insights to multiple departments, from sales to PR.
    • Salesforce CRM and Service Cloud integration
    • Social customer service program
    • Text analytics and semantic technology
    • Top performing content analysis
    • Uncover purchase signals and intention
    • Understand demographics of post authors

    Q. Who are the typical users of Salesforce Social Studio?

    Salesforce Social Studio has the following typical customers:

    Large Enterprises, Mid Size Business

    Q. What languages does Salesforce Social Studio support?

    Salesforce Social Studio supports the following languages:

    Chinese (Simplified), Chinese (Traditional), Dutch, English, French, German, Italian, Japanese, Portuguese, Russian, Spanish

    Q. What type of pricing plans does Salesforce Social Studio offer?

    Salesforce Social Studio has the following pricing plans:

    Subscription

    Q. Does Salesforce Social Studio support mobile devices?

    Salesforce Social Studio supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does Salesforce Social Studio integrate with?

    Salesforce Social Studio integrates with the following applications:

    BIME, Beckon, Domo, Klipfolio, Rivery, Salesforce Marketing Cloud, Salesforce Service Cloud, Wedia

    Q. What level of support does Salesforce Social Studio offer?

    Salesforce Social Studio offers the following support options:

    FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials