CX Social Features

CX Social

Customer Engagement & Insights for Social Brands

4.0/5 (8 reviews)

CX Social Features In Depth

Social Media 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.

Email Notifications

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.

Task Management

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.

Team Performance

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.

Social Media Analytics

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.

Competitor Feature Comparison

@mentions
API
Activity Tracking
Alerts/Notifications
Audience Targeting
Automated Publishing
Automated Scheduling
Brand Tracking
Calendar Management
Campaign Analytics
Campaign Management
Categorization/Grouping
Collaboration Tools
Communication Management
Competitive Analysis
Competitor Monitoring
Complaint Monitoring
Configurable Alerts
Content Library
Content Management
Conversion Tracking
Customer Engagement
Customer Experience Management
Customer Segmentation
Customer Social Profiles
Customer Support
Customizable Reports
Dashboard
Data Security
Data Visualization
Editorial Calendar
Engagement Tracking
Feedback Management
Gamification
Image Library
Influencer Tracking
Keyword Filtering
Keyword Tracking
Media Library
Monitoring
Multi-Account Management
Multi-Channel Campaigns
Multi-Channel Data Collection
Multi-Channel Management
Multi-Channel Marketing
Negative Feedback Management
Performance Metrics
Post Scheduling
Publish Scheduling
Purchasing & Receiving
Real Time Analytics
Real Time Monitoring
Real Time Reporting
Real-Time Chat
Real-time Updates
Reporting & Statistics
Reporting/Analytics
Response Management
Search/Filter
Sentiment Analysis
Social Advertising
Social Listening
Social Media Integration
Social Media Management
Social Media Monitoring
Social Performance Management
Social Promotion
Survey/Poll Management
Tagging
Task Management
Third Party Integrations
Trend Analysis
User Profiles
Visual Analytics
Workflow Management
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@mentions
API
Activity Tracking
Alerts/Notifications
Audience Targeting
Automated Publishing
Automated Scheduling
Brand Tracking
Calendar Management
Campaign Analytics
Campaign Management
Categorization/Grouping
Collaboration Tools
Communication Management
Competitive Analysis
Competitor Monitoring
Complaint Monitoring
Configurable Alerts
Content Library
Content Management
Conversion Tracking
Customer Engagement
Customer Experience Management
Customer Segmentation
Customer Social Profiles
Customer Support
Customizable Reports
Dashboard
Data Security
Data Visualization
Editorial Calendar
Engagement Tracking
Feedback Management
Gamification
Image Library
Influencer Tracking
Keyword Filtering
Keyword Tracking
Media Library
Monitoring
Multi-Account Management
Multi-Channel Campaigns
Multi-Channel Data Collection
Multi-Channel Management
Multi-Channel Marketing
Negative Feedback Management
Performance Metrics
Post Scheduling
Publish Scheduling
Purchasing & Receiving
Real Time Analytics
Real Time Monitoring
Real Time Reporting
Real-Time Chat
Real-time Updates
Reporting & Statistics
Reporting/Analytics
Response Management
Search/Filter
Sentiment Analysis
Social Advertising
Social Listening
Social Media Integration
Social Media Management
Social Media Monitoring
Social Performance Management
Social Promotion
Survey/Poll Management
Tagging
Task Management
Third Party Integrations
Trend Analysis
User Profiles
Visual Analytics
Workflow Management
Visit WebsiteCompare App
@mentions
API
Activity Tracking
Alerts/Notifications
Audience Targeting
Automated Publishing
Automated Scheduling
Brand Tracking
Calendar Management
Campaign Analytics
Campaign Management
Categorization/Grouping
Collaboration Tools
Communication Management
Competitive Analysis
Competitor Monitoring
Complaint Monitoring
Configurable Alerts
Content Library
Content Management
Conversion Tracking
Customer Engagement
Customer Experience Management
Customer Segmentation
Customer Social Profiles
Customer Support
Customizable Reports
Dashboard
Data Security
Data Visualization
Editorial Calendar
Engagement Tracking
Feedback Management
Gamification
Image Library
Influencer Tracking
Keyword Filtering
Keyword Tracking
Media Library
Monitoring
Multi-Account Management
Multi-Channel Campaigns
Multi-Channel Data Collection
Multi-Channel Management
Multi-Channel Marketing
Negative Feedback Management
Performance Metrics
Post Scheduling
Publish Scheduling
Purchasing & Receiving
Real Time Analytics
Real Time Monitoring
Real Time Reporting
Real-Time Chat
Real-time Updates
Reporting & Statistics
Reporting/Analytics
Response Management
Search/Filter
Sentiment Analysis
Social Advertising
Social Listening
Social Media Integration
Social Media Management
Social Media Monitoring
Social Performance Management
Social Promotion
Survey/Poll Management
Tagging
Task Management
Third Party Integrations
Trend Analysis
User Profiles
Visual Analytics
Workflow Management
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Mobile apps

iOS App


3 reviews

Requires iOS 9.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


33 reviews

CX Social Feature Reviews

5 reviewers had the following to say about CX Social's features:

Anonymous
( company, 11-50 employees)

CX Social is great for small scale social media management but trying to manage volume is hard

2018-06-13

Excellent reporting and analytics feature and functional software is using at lower volume.

Pros

The reporting and analytics platform were really impressive tapping it to some key metrics and making it relatable to specific campaigns.

Cons

Whilst having some impressive features and in theory being a sound platform when trying to use it at scale it struggled to load all messages, did not keep up with events in real time and essentially led to operational issues.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Occasionally

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Manuel Z.

Verified Reviewer

Engagor is the perfect tool if you have a big social media team and need to manage a bustling community

2015-02-25

Engagor is extremely suited if you have a big/huge social media team and you receive a high level of activity in your profiles.

Pros

-With Insights we have a very wide view of how our engagement metrics are doing -Their customer care is perfect.

Cons

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.

Source: GetApp
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer
Verified Reviewer

Great tool for building real, personal relationships with customers on social

2014-04-17

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.

Pros

Fully featured both on the analytics and the engagement (publishing), and teamwork (automated assignment workflows...) area.

Cons

Steep pricing makes it not suitable for smaller companies.

Source: GetApp
Helpful?   Yes   No
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Dina A.

Verified Reviewer

LOVE LOVE LOVE This Social Media Management App!

2018-10-30

Pros

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.

Cons

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!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
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Richard H.

Verified Reviewer

Excellent customer service but sadly there are better options.

2017-12-05

Pros

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.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

5/10
Source: GetApp
Helpful?   Yes   No
Read more