Salesforce Social Studio Pricing, Features, Reviews & Comparison of Alternatives

Salesforce Social Studio

Salesforce social media listening

4.12/5 (245 reviews)

Salesforce Social Studio overview

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.
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Pricing

Pricing options
Value for money
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Devices

Business size

S
M
L

Markets

United States, Canada, China, Europe, United Kingdom

Supported languages

English, Chinese (Simplified), Chinese (Traditional), Dutch, French and 6 other languages, German, Italian, Japanese, Portuguese, Russian, Spanish
Salesforce Social Studio screenshot: Enagagement metrics and graphs in Salesforce Social StudioSalesforce Marketing Cloud: Social Studio DemoSalesforce Social Studio screenshot: Define workflows in Salesforce Social StudioSalesforce Social Studio screenshot: Manage your brand reputation online with Social StudioSalesforce Social Studio screenshot: Provide social customer care with Social StudioSalesforce Social Studio screenshot: Social Studio offers community enagagement with loyal brand advocatesSalesforce Social Studio screenshot: Complete Social Studio dashboard viewSalesforce Social Studio screenshot: Trending topics and post analysis in Social StudioSalesforce Social Studio screenshot: Multiple graphs and analytics in a Social Studio dashboardSalesforce Social Studio screenshot: Dashboards can be customized in Social StudioSalesforce Social Studio screenshot: The Enagagement Console in Social StudioSalesforce Social Studio screenshot: The Social Studio dashboardSalesforce Social Studio screenshot: Various social media analytics in Social Studio

Salesforce Social Studio reviews

Value for money
Features
Ease of use
Customer support
  3.7
  4.2
  3.6
  3.7
Brad Kuehll

Robust CRM!!!

Used daily for 2+ years
Reviewed 2018-03-14
Review Source: Software Advice

SalesForce a robust CRM that enables enterprise businesses to use account and customer information to improve customer relations, increase marketing and sales success and extract business data.

Pros
I’ve spent more than 3 years administrating/ consulting for many companies on salesforce implementation and continue to find ways to make it work even better. Salesforce provides one of the most well-integrated, predictable and feature-rich CRM that I’ve worked with and implemented. There are so many ways that I can tailor Salesforce to businesses. This product is one of the most robust platforms out today and is great for any sales team. This CRM helps companies by keeping track of all sales related information. It also offers custom reports which is one of the best features, This will provide companies with business analytics to understand where we need to improve sales processes. I will say as an administrator of this product there is a little learning curve to help a company utilize all of the functionality of this product, but once you have a grasps you will see a huge difference in company sales!!!

Cons
This CRM can be expensive for small-scale business. There are a lot of customizations that would be needed in the implementation process, which adds to cost of development. I would recommend hiring a SalesForce Administrator/Developer for your team for the implementations process and general maintainenece. This would help cut down the cost by not using SalesForce to do it for you, plus I do think their customer support is lacking.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Bill Heany

Marketing Cloud is the optimal integration for our Salesforce-powered website

Used daily for 6-12 months
Reviewed 2018-01-16
Review Source: Software Advice

We love the integration with our current Salesforce Commerce Cloud website and the ability to track everything within and not worry about dozens of different integrations to accomplish the same thing. Because Salesforce is a larger company, you can expect great support, knowledgeable account managers, and constant improvements. As with any platform, there are things we'd like for it to be able to do, I'm confident that in time, many of those things will become available. And anything that doesn't, we'll continue to use 3rd party integrations.

Pros
As with all things SalesForce you can expect nothing but the top level of customer support and options. We currently run a Salesforce website, so the integration is flawless and easy. There's not much additional setup or any big learning curve to start using it. The Marketing Cloud is a great way to easily manage our social media accounts, facebook posting, and email automation solutions. Because this platform is integrated with our website, it's still very easy to have outside vendors and software solutions that integrate with it. An example of that is that we still use Mailchimp to help manage our email channel even though the Marketing Cloud offers an email solution as part of their software.

Cons
The main disadvantages of using this software are pretty much the same disadvantages of any of the Salesforce platforms and/or integrations. For the uninitiated those are: - Some of the most costly software that accomplishes the same tasks as other platforms - Can be a bit complicated to navigate due to the sheer possibilities + abilities you have using the Salesforce platform. If you understand both the expenses associated with using Salesforce and have people who can either learn it, or teach it, then i'd say there's no other real disadvantages to using it!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Anonymous

Worked for SFMC and used the platform daily for 2 years (Agency side, in Services)

Used daily for 2+ years
Reviewed 2018-05-02
Review Source: Capterra

After moving off of SFMC, I was definitely hurting for the robust nature of personalization and segmentation that was offered through the proprietary Ampscript language, and the full SQL editor to run queries on data extensions. Although I think that it could have been built in a smarter way to execute processing of queries faster, and have a better UX/UI, the power that's available to a slightly more tech savvy marketer is unmatched.

Pros
The first email platform I worked on was SFMC. Definitely the strongest features of the platform were the ability to customize so much through the use of Ampscript functions, content areas, and data extensions, as well as the ability to segment and cohort large amounts of user data with the power of having a full on SQL editor to do so.

Cons
The platform was hacked together on the backend, and whoever headed up product did not do a good job of making the UX/UI cohesive. Extremely slow to execute queries on large data sets, and until they moved it into Automation Studio, there was no way to know when your query finished running, or what the error was if it ran into one. On the UX/UI side, who the heck made the decision that Emails and Data Extensions could be shared across Business Units, but User-Initiated Sends/Queries/Scripts, etc can't? It's not consistent, random items can be shared, while others can't and must be manually copied over to the other Business Unit.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 6/10

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Jamie Manning

A heavy hitter, but work to be done in UX

Used daily for 1-2 years
Reviewed 2018-01-10
Review Source: Software Advice

Despite being somewhat clumsy in real-world use, Marketing Cloud is a powerful, high quality suite for those looking to pursue robust, personalized digital campaigns.

Pros
This is an outstanding product for 1:1 engagement with an existing audience. We're still somewhat new to it, but are quickly coming up to speed. Best modules are open APIs, Journey Builder (basically pulls the entire suite together to build repeatable workflows), Audience builder (works hand/glove with Journey Builder), and Mobile Studio. It will take time for us to gather enough behavior and other attribute values to really put this to work. But it has plenty of horsepower and data tools and really get us to advanced personalization and performance analysis.

Cons
The suite is a set of modules cobbled together via the original product (ExactTarget) and new apps purchased by SFDC (e.g., Social Studio, which as Radian 6). This makes it cumbersome to assemble an entire campaign because you're constantly pinging back and forth through different modules (via a tabbed interface) to get things done. It's probably too late now for a truly unified, campaign-based UI, so it will have to do.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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Kristen Duncan

Incredible tool, make sure you have an infrastructure

Used daily for 2+ years
Reviewed 2019-08-07
Review Source: Capterra

An incredible tool when an infrastructure is in place that will allow for collaboration between marketing and sales as well as support in place for the sales team so they don’t get bogged down with the administrative component. If you are a Manager then you will love these reports.

Pros
As a provider of digital marketing automation (email, social, ads) and analytics, is great when it comes to connecting the dots between what you know about customers and what marketing materials you should send to them. The Journey Building feature is incredible for this. This also allows you to set triggers and make intelligent automation decisions.

Cons
Make sure you have an infrastructure in place that will allow for the immense amount of data entry and data maintenance necessary to keep the CRM up-to-date and allow intelligent marketing insights and automation to even be possible. You don’t want to make marketing decisions based on an accurate CRM information.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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Salesforce Social Studio pricing

Pricing options
Subscription
View Pricing Plans

Contact Salesforce for pricing quote.

Salesforce Social Studio features

Activity Dashboard
Campaign Analysis
Campaign Management
Content Management
Multi-Channel Marketing
Real Time Analytics
Social Media Integration
Social Network Marketing
Third Party Integration

A/B Testing (180 other apps)
API (477 other apps)
Automatic Notifications (179 other apps)
Customizable Branding (237 other apps)
Customizable Templates (258 other apps)
Data Import/Export (210 other apps)
Drag & Drop Interface (237 other apps)
Email Marketing Management (176 other apps)
Engagement Analytics (229 other apps)
Monitoring (229 other apps)
Reporting & Statistics (289 other apps)

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
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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.