Sense360 by Medallia vs. Talkwalker by Hootsuite

Talkwalker is well suited for big companies and agencies that are looking for a long-term solution to keep track of the industry and/or their brands and key competitors. While setup requires a bit of dedication (especially in terms of custom filters and tags), once it's done, the tool will give the user a lot of flexibility to analyze the conversations and find the relevant results that answer the business questions. Companies just looking for a tool to track a short time period, or simple things like Twitter hashtags, won't take advantage of the full capabilities of this tool. Therefore, they could feel frustrated when comparing the outcomes/usage versus the costs.

Incentivized

• Truly global listening platform - monitor a deep range of media types from all over the world. Particularly strong in supporting competitive monitoring and analysis briefs across regions and countries. It monitors content in original language which I believe is a very strong monitoring factor.
• Easy to use yet powerful dashboard visualisations - the dashboard interface is among the best I have seen. While it can accomplish many things, and under the hood is a very powerful and complex tool, the user interface is very intuitive, slick, quick and packed with all the KPIs you could want.
• Customisation of the tool is a great feature. You can build your own dashboard and reporting spaces to suit your needs. You can schedule alerts from the system in a variety of outputs to keep you up to date with the latest events.
• Customer support & technological advancement - the team at Talkwalker are highly proficient, always willing to support our every need, however big or small. Talkwalker aim to release around 4 software updates each year which means the platform is always full of the latest data visualisations and monitoring technologies
• Having 'traditional' media monitored alongside social as well as owned media assets in one dashboard space is invaluable to help brands understand where their media footprint lies and how they perform in each media set, relative to the others.
• AI - Talkwalker has introduced greater AI capabilities recently which means the capability of the tool in monitoring is ever-increasing, and the accuracy of targeting content and sentiment analysis is improving. The Visual Insights and image recognition technology is a really strong feature, and a very welcome addition to the monitoring aspect

Incentivized

• The system is complicated. With everything that you're able to do, it does come at the cost of simplicity. It definitely requires training and a high level of expertise to properly leverage what it can do.
• The system can be slow. If you "ask" it to do too many things at once, it can get hung up and do the spin of doom.

Incentivized

Love it! In most cases, Talkwalker is a no-brainer: I can confidently recommend it to clients.

Despite all the functionalities available on the platform, I never felt overwhelmed or confused

Talkwalker gets the job done at a basic level. It performs regular indexing of existing webpages and tracks the instances in which a particular brand or company is mentioned. Especially for being free, this is an awesome resource. However, it should be said that this product does not perform nearly at the level of the paid options.

Incentivized

They are very helpful, but can sometimes be a little too quick and not explain things in as great a depth as we would like. They have great staff and programs, and we don't really have any other major complaints. Support is very responsive and helpful when need be.

Incentivized

I have yet to find another tool that would provide me with such a detailed information per query. It's such a find! Plus, I get separate emails per a search query and I'm able to archive those emails to the appropriate folders and always have a way of looking back. It's very useful for building monthly reports.

Incentivized

• The free tool is a no-brainer. It absolutely helps ferret out mentions on social media that I wasn't aware of before.
• Now, I can use the tool for clients, too, so for consultants, it can be a great way to help stay on top of what's being said about them online, as well.
• Using the paid version would help delve into even more insights for your business.

Incentivized