CX Social by Clarabridge - formerly Engagor - is a customer engagement and insights platform for social brands and enterprises. The software is used by leading companies such as McDonalds, Ikea, Volvo, Weight Watchers, and the European Parliament.
CX Social was the best application I have ever used for social media management I used it to manage huge accounts that I have worked on such as IKEA and Burger King in which I used to get thousands of comments, messages and posts a day.
What I loved the most that it helped me keep a close eye on my team know exactly their response times and number of inquiries they were attending.
Also, I loved the tagging system which was a great addition to the reports for my client, it helped me categorize all the inquiries that we have received across all platforms.
Sentiment analysis is a great feature also helped me in understanding my audience better!
So if you an international brand or a brand with huge engagement I strongly recommend CX social!
P's they now support Whatsapp for Business how cool!
Although CX Social is a great tool it is an expensive tool so unless you are a huge agency with lots of accounts I believe the fee will not be justified.
I have never used their reporting system and dashboards because I believe in getting my numbers directly from social media platforms but that's me! you can explore with it.
Engagor is extremely suited if you have a big/huge social media team and you receive a high level of activity in your profiles. It is also very suited to those brands very active in social media with fans instead of just simple customers. Howewer I wouldn't recommend Engagor to small companies or startups because it's definitely not a cheap tool or If your social media profiles are not busting the whole day.
With Engagor we have increased our efficiency offering customer support through social media channels, we can control almost every single aspect and metric about our performance in social media and we have reduced our time of response 4x the previous time.
-The data that Engagor shows about the performance of the users and team is incredibly precise and accurate.
-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 almost every fortnight.
-In our company we're very focused on customer care so we'd like to have a ticketing feature built-in Engagor. Right now this is not possible but they offer an integration with Zendesk.
-We offer customer support, not only by Twitter, Facebook or Google+ but also through email, chat and messaging apps. We'd like to have all our channels integrated in the same place so we can compare channels but right now this is not on the roadmap because they're very focused on being the best working with social media channels.
-Measuring times between actions and who performed concrete actions is very important to us. Right now Engagor lacks on this but solving this is their roadmap and they working hard on it.
I've never interacted with a more helpful and active customer service team. Every issue I've had has either been resolved or they've added to there list of issues to work on.
The interface is needlessly obtuse with figures being scattered through different sections of the site for no apparent reason and some basic stats like link clicks are just missing.
There are many social media tools out there, but where Engagor shines for us is that it allows us to really create good, consistent engagement with our customers as a team. The analytics section is comprehensive, and makes it easy to step straight from the numbers and charts to actually engaging in the best way based on them on various social networks. 'Actionable insights' indeed.
Easy to use, clean interface.
Fully featured both on the analytics and the engagement (publishing), and teamwork (automated assignment workflows...) area.
Steep pricing makes it not suitable for smaller companies.
Likelihood to recommend
Social media marketing is an important part of doing business today, but keeping up with multiple profiles can be complicated. Business owners have team members who could help, but handing out usernames and passwords to the entire team can be risky. Additionally, employees may not be aware of what other team members are doing, leading to mixed messages and multiple postings.
Engagor creates a comprehensive dashboard for businesses, providing both social media management and analytics tools. The user-friendly interface brings all of a company’s social media profiles into one place, combining them with Engagor’s internet tracking capabilities to help them get the most out of their online efforts.
Engagor eases the process of managing social media accounts by giving businesses the ability to track activity, including mentions by customers and colleagues. Engagor constantly monitors the web for conversations that might be of interest to a business and delivers that information directly to that business’s dashboard throughout the day.
To help facilitate social media interactions, Engagor gives users the ability to create generic responses, save drafts, and schedule posts to deploy at a specific time. Multiple team members can be assigned to act on mentions of a brand or a user can re-post the item immediately, directly from the inbox.
Users are overwhelmed by the amount of social media information in circulation. Engagor sorts all of this information and delivers it to each user’s inbox, where it can then be organized to a user’s preferences.
Users can also set up Smart Mailboxes, where information is sorted the way his or her team needs it. An associate tasked with responding to all customer service-related social media posts can set up a Smart Folder with parameters that capture all posts with a specific phrase and “problem” in them, for instance.
Even social media associates aren’t permanently stationed in front of a PC or tablet. Using Engagor’s email notification feature, users can ensure emails are sent every time a designated topic has received an online mention. This notification process can be a lifesaver in an emergency situation, with businesses often learning through repeat alerts that an online crisis is in progress.
Engagor’s automation can also be set up to filter all mentions by written language. Any mentions in Spanish could go to the designated Spanish-speaking team member, for instance, while French mentions could go to the person who is most fluent in French.
When a task is assigned to a user, that item is automatically added to the task list under that person’s login. This consolidates all items in one place to help employees track everything. When an item is complete, the user can remove it from the task list by marking the check box next to that item.
Within the task list, users can also assign items to other users or reply, retweet, or favorite the item. Users can also send a private message to the user to resolve issues away from prying eyes.
Social media managers need the ability to see how a team is performing. The Performance tab gives managers this power, allowing them to see how quickly a team is taking action on various mentions. How many mentions did a brand receive in a day? How many times was action taken on mentions during the course of that day? Engagor gives managers this information.
As a manager is viewing the dashboard, an item can be clicked for a more in-depth view. This can give insight into how specific actions, such as resolves or tags, are being handled by team members.
In addition to insight about team performance, Engagor also equips businesses with information about online activity related to them. The Insights tab provides an overview of who is talking about a business, how often they’re doing so, and what they’re saying.
Reports can be pulled by hashtags, demographics, sources (Facebook, Twitter, or websites), and much more. The Insights tab also offers an opportunity to identify influencers who are speaking about a brand and brand-related events that attracted particular attention from the online community.
Integration with Salesforce, Desk.com, and Zendesk means Engagor can help a business track all of its marketing efforts more effectively. The app can also be linked to a variety of solutions through a custom integration.
All Engagor customers can request a free API, which will allow Engagor to be implemented into a business’s custom apps. This integration can ensure Engagor flows seamlessly with all of the business’s current operations.
Engagor offers three separate pricing plans, with the choice depending on a business’s preference. A basic plan is $500 per month and includes five topics, ten social profiles, 100,000 mentions per month, and one user. Professional and enterprise plans are much pricier but they feature a more robust set of options. Each plan starts with a free trial to allow the business to decide if it’s the right solution to meet their needs.
Below are some frequently asked questions for Clarabridge CX Social.
Clarabridge CX Social offers the following pricing plans:
Starting from: US$500,00/month
Pricing model: Subscription
Free Trial: Available
Clarabridge CX Social offers the following features:
Clarabridge CX Social has the following typical customers:
Large Enterprises, Mid Size Business, Public Administrations
Clarabridge CX Social supports the following languages:
Clarabridge CX Social has the following pricing plans:
Clarabridge CX Social supports the following devices:
Clarabridge CX Social integrates with the following applications:
PieSync, Salesforce Sales Cloud, Zendesk
Clarabridge CX Social offers the following support options:
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials