November 30, 2017
G2 Crowd, the world’s leading business software review platform, today released the Winter 2018 Social Media Suites Grid® report to help businesses make the best Social Media Suites technology buying decision. Hootsuite, Zoho Social, and Sprout Social were named Leaders in the report, receiving a strong customer satisfaction score with a large market presence.
AgoraPulse, Falcon.io, eClincher, Digimind Social, Sendible, CX Social, NUVI, Oktopost, Buzzlogix, Komfo, Tailwind, Audiense, Flockrush, Social Report, Plumlytics Social, and webZunder were named High Performers in the report, earning strong customer satisfaction marks with smaller market presence scores. Zoho Social and Sprout Social tied for the highest overall satisfaction score while Hootsuite earned the highest overall market presence score.
This report also breaks down the Social Media Suites category, based on market presence and customer satisfaction score, for Small-Business, Mid-Market, and Enterprise reviewers. At the small-business level, Zoho Social received the highest overall satisfaction score and Hootsuite earned the highest overall market presence score. In both the mid-market and enterprise segments, Sprout Social received the highest overall satisfaction score and Hootsuite earned the highest overall market presence score.
The Grid® leverages customer satisfaction data reported by authenticated users along with vendor market presence determined from social and public data. Based on a combination of these scores, each software solution is categorized as a Leader, High Performer, Contender or Niche.
Want for more in-depth analytics — According to users, while some social media suites offered analytics capabilities, they weren’t quite as granular or robust as users would have liked. A few limitations that users detailed in their reviews include: an inability to track the effectiveness of a campaign beyond number of mentions, a lack of additional data on influencers and followers, and a limitation on social media channel analysis. Some users were frustrated in inconsistency of analytics between those offered for free on various social media channels versus those pulled from the solutions. However, users did applaud those social media suites that…