Social media analytics softwares are set of analytical tools, which enable end-users to listen, monitor, analyze, and generate insights using data collected from blogs and social media websites. The tools also incorporate advanced analytic techniques, such as predictive, prescriptive, descriptive, and diagnostic, to enable collection, analysis, and interpretation of data across various social media platforms. The most common use of social media analytics softwares is to interpret customer sentiment in order to support the marketing and customer service activities. It is useful in understanding customers, based or influenced by economic, social, or political happenings. The application areas have been widening with the recent implementations of public safety, law enforcement, and risk management.

COMPETITIVE LEADERSHIP MAPPING TERMINOLOGY

The vendors have been placed into 4 categories, based on their performance in each criterion: “visionary leaders,” “innovators,” “emerging companies,” and “dynamic differentiators.” The top 26 players have been evaluated in this section of the report. The analysis has been carried out based on specific parameters and scores have been assigned accordingly.

VISIONARY LEADERS

Vendors who fall into this section receive high scores for most of the evaluation criterion. The vendors in this section have a strong and established product portfolio, and a very strong market presence. They provide mature and reputable best social media analytics softwares and services that cater to a wide range of verticals, globally. They also have strong business strategies. The companies falling in this category include International Business Machines Corporation, Oracle Corporation, Salesforce, Adobe Systems Inc., SAS Institute Inc., Clarabridge, Inc., and GoodData Corporation.

INNOVATORS

The companies falling in the innovators section include Digimind, Simply Measured, Inc., Talkwalker Inc., Crimson Hexagon, Inc., Sysomos, Tableau Software Inc., and Lithium Technologies, Inc. These players have strong product portfolios and robust business strategies to achieve continued growth. These players have innovative products and the potential to build strong strategies for their business growth to be at par with the visionary leaders.

DYNAMIC DIFFERENTIATORS

The vendors included in the dynamic differentiators section have the potential to broaden their product portfolios to compete with other key market players. The companies falling in this category include Cision US Inc., Meltwater, Socialbakers, Germinait Solutions Private Limited, Spredfast, Inc., Synthesio, Simplify360, Inc., and Unmetric Inc.

EMERGING COMPANIES

The emerging companies in the best social media analytics software market include Hootsuite Media Inc., Netbase Solutions, Inc., Brandwatch, and Sprinkler, Inc. These players have the potential to build strong product portfolios and business strategies to compete in the market with the visionary leaders and innovators.

SALES AND MARKETING MANAGEMENT

Best social media analytics softwares get information from various social networking streams, such as Facebook, Twitter, and blogs. The information can be used to improve social media marketing campaigns and sales. It can create new opportunities for companies to market their products and services based on specific events, such as weddings, graduations, births, and deaths. In order to improve the sales, companies need to target customers who not only make significant purchases but also keep track on their liking, to show them other goods, which would likely be bought by them. Businesses need solutions to analyze the unstructured data to understand their customers’ behaviors and detect the trend. For instance, if a new house is purchased, insurance follows suit. Advanced analytics, such as predictive and prescriptive being incorporated in the best social media analytics softwares makes it possible to identify events and come up with marketing strategies specific to that customer. Retailers are also making use of best social media analytics softwares to generate valuable insights.

CUSTOMER EXPERIENCE MANAGEMENT

The customer experience management application helps organizations track interactions with their customers at every stage of their relationship with the company. Better customer experience management helps improve customer satisfaction, loyalty, and brand value by meeting customers’ expectations. Best social media analytics softwares have emerged as inevitable tools to improve the customer experience management application, with a comprehensive analysis of customers’ conversations over social media platforms, thereby ending up in devising enhanced business strategies. The companies have been practicing to monitor the social media sites in order to be acquainted with customers’ reviews about their products, services, mode of sales, and competitors. Customer feedbacks received through reviews, comments, and tags are a wealth of information to improve the business performance and brand reputation.

In the recent times, the use of social media sites has improved drastically, with increased penetration of smartphones among customers. Customers have been keenly surfing social media sites before making any purchase or availing any service. Such analysis by customers has provided the opportunity to companies to perform sentiment analysis. Therefore, companies have been analyzing the touch points to map out the customer journey, beginning from their first instance of product citation. Thus, best social media analytics softwares have made this complex customer experience management process quite simpler.

COMPETITIVE INTELLIGENCE

Organizations can meet customer demands better than their competitors with the help of competitive intelligence application. Competitive intelligence requires deep knowledge about economic forces and consumer trends to analyze the complete market landscape. The competitive intelligence application includes collection and analysis of information related to products, customers, and other variables affecting the business.

Competitive intelligence consists of various intrinsic evaluations based on pricing, service, attention metrics, perception, and reach. It ensures that businesses can understand the market trends and quickly adapt to the changing market circumstances. The data can also be used to provide visibility into customer feelings related to their competitor’s products and relevant trends specific to any industry. Though the use of best social media analytics softwares for building competitive intelligence has not been reached to the full strength, the use is expected to fuel up in the coming years with increasing competition. Several industry verticals have started analyzing the social media data to gain a leading edge over their competitors. Samsung has taken the lead in the sale of its new launch, Galaxy S III, over its rival Apple, during the iPhone 5 launch, based on competitive intelligence gathered through social media responses. Similarly, industries such as retail and eCommerce, BFSI, healthcare, and travel and hospitality are taking social media data seriously to maintain their brand reputation.

It was found that the traditional competitive intelligence method was unable to perform real-time analytics and come up with effective solutions to cater to the rapid changes in customer preferences or market conditions. Best social media analytics softwares make use of listening, monitoring, and analysis, to understand data in real-time and recognize the quick changes depending on any business environment.

RISK MANAGEMENT AND FRAUD DETECTION

Data generated through social media is finding its use in the risk management and fraud detection application. Risk managers can make use of the data to understand what is being said about their company and utilize their resources to create risk management strategies. Social media analytics softwares analyze the data in real time. The speed with which the data is identified and addressed has a significant impact in determining the effect and scope of the incident. For instance, 2 researchers from the University of Tokyo examined how Twitter, a real-time communications platform provider, can be used for earthquake detection. Each tweet can be compared to sensory information and just as sensors play an important role in the Internet of Things (IoT), tweets generated by the users can also be used for risk management.

The other uses of the risk management and fraud detection application include identifying location-based risks, identifying and mitigating reputational risks, determining risk exposures, and identifying and responding to disasters. Best social media analytics softwares can also be used to claim fraud mitigation by using essential information about the location and date associated with the photos posted online by that user. It can also be used to detect and identify frauds, and create a social graph to link the frequent fraudulent users. Insurance companies can make use of monitoring and analysis to perform user profiling and analyze users who place too many claims. The company can also use social media data related to location and pictures to validate the information provided by the user.

PUBLIC SAFETY AND LAW ENFORCEMENT

The role of social media in maintaining public safety and law enforcement is said to be increasing because social media is a rich source of information for identifying people, locations, criminal activities, and gathering evidence. Social media also helps understand the acceptability thresholds of various investigative techniques currently being used by law enforcement agencies. For instance, agencies create fake profiles on social media portals to befriend or follow any targeted suspect. After getting online access to his/her private life, the data can be monitored continuously to track important information about the suspect, which would otherwise be difficult to get. Profile analysis can then be performed on all users who are continuously in touch with the suspect to know about his/her team.

Best social media analytics softwares can also be used by police officers to understand the cases related to bank robberies, sexual assaults, and homicides. The police department can make use of social media analytics softwares for tactical purposes, which help detect mob violence, riots, or isolated criminal activities. Police need tools to measure and monitor the various types of communications on social media, to understand the mood of the people, evaluate if the change in mood can disturb the peace, and also come up with solutions to overcome such issues. Data mining from real-time online data as well as stored data can be ingested into the best social media analytics softwares to analyze user profiles related to victims, perpetrators, or witnesses. Vendors such as Talkwalker are also providing enhanced picture analytic capabilities to the social media analytics softwares, which can be used by law enforcement agencies to detect the actual perpetrator.

Last updated on: Nov 15, 2019

Find the best Social Media Analytics Software solution for your business, using ratings and reviews from buyers, analysts, vendors and industry experts

EVALUATION CRITERIA

Below criteria are most commonly used for comparing Social Media Analytics Software tools.
  • Breadth and Depth of Product Offerings
    • Products/Solutions Offered
    • Licenses
    • Solutions Offered
      • Support and maintenance services
      • Consulting
      • Training and Education services
      • Any other professional service
      • Managed Services
  • Product Features and Functionality
    • Product Features
    • Applications Catered
      • Risk Management and Fraud Detection
      • Customer segmentaion and targeting
      • Customer behavioral analysis
      • Brand Management
      • Marketing meausurement
      • Competitor benchmarking
      • Campaign management
      • Performance monitoring
      • Content optimization
      • Others- Social media analytics
    • Analysis Type
      • Predictive Analytics
      • Prescriptive Analytics
      • Diagnostic analytics
      • Descriptive Analytics
  • Product Differentiation and Impact on Customer Value
    • Mode of Delivery
      • Full Time Equivalent
      • Subscription / Licensing
      • Per User Basis
    • Industry Verticals
      • Retail and eCommerce
      • Healthcare and Life Sciences
      • IT and Telecom
      • Governmnet and Defense
      • BFSI
      • Manufacturing
      • Media and Entertainment
      • Travel and Hospitality
      • Transportation and Logistics
      • Energy and Utilities
      • Other Industry Verticals
    • Deployment Model
      • On-Premise
      • Hybrid
      • Hosted / On-Cloud
    • Channel of Delivery
      • Directly
      • Through Partners / Third-Party Vendors / MSSPs
  • Product Branding
    • Level of Support Services
    • services
      • Technical Support
      • Customer Support
      • Sales Support
      • Other - Support Services
    • Pre Sales Support
      • Software Requirement Specification (SRS)
      • Product Demos
      • Others - Pre-sales Support Activities
    • Channel for Delivery of Support Services
      • On-Site Support
      • Remote Support

TOP VENDORS (42)

  • 1

    Oracle offers its social media analytics solutions through its Social Relationship Management (SRM) platform. It comprises a comprehensive set of products, such as social engagement and monitoring cloud service, social marketing cloud service, social network, SRM service. These products facilitate various features, including content creation, engagement, listening, and community management. Additionally, it provides the software integration functionality with marketing, sales, commerce automation systems, and services to provide the best customer experiences. Oracle Social Cloud offers Social listening which allows oganizations to analyze social conversations that fuel content creation and disseminate information for targeted audiences. The Oracle Social Engage platform encourages marketers to handle all of social media activities through a visually stunning, easy-to-navigate interface.

    Read More
    • Enterprise
    • California, USA
    • Founded: 1977
    • $10BN to $50BN
    • 1,00,001 to 5,00,000
  • 2

    Salesforce facilitates its products using the Social Studio in the social media analytics market. Salesforce Social Studio provides an easy-to-use application in order to manage the social media marketing using numerous social channels. It integrates with Customer Success Platform of the company and empowers organizations to listen to the conversations of their customers using the social listening tool. The Studio also helps users to gain important insights across all the marketing, service, and sales campaigns with reporting linked to social accounts from the office or on their mobile app. It also helps in monitoring audience discussions by using machine-learning sentiment analysis and image recognition to extract meaningful insights.

    Read More
    • Enterprise
    • California, US
    • Founded: 1999
    • $5BN to $10BN
    • 30,001 to 35,000
  • 3

    IBM offers social media analytics software solutions with its products, IBM Watson Analytics for Social Media and IBM Social Media Analytics SaaS. IBM Watson analytics for Social Media automatically creates data visualizations to generate insights and also helps get interesting relationships and patterns to analyze the research topic in a better way. The key features include topics and suggestions, one-click analysis, automatic deliverables, interaction with social analytics, and understanding the sentiment in detail. It is deployed over the cloud. IBM Social Media Analytics SaaS analyzes billions of social media comments and provides customized results in configurable charts and dashboards over the cloud itself.

    Read More
    • Enterprise
    • New York, USA
    • Founded: 1911
    • $50BN to $100BN
    • 1,00,001 to 5,00,000
  • 4

    Adobe Systems provides its social media analytics softwares, along with products, such as Adobe Analytics and Adobe Social. Adobe Analytics contains real-time web analytics and reporting on interactive dashboards, as well as, for ad-hoc analysis. It also comes with additional add-ons, such as the predictive workbench, which is powered by statistical modeling and machine learning and real-time monitoring. Adobe Analytics is available in 3 plans: Select, Prime, and Ultimate. Adobe's social management platform helps users with social campaign management and generates insights from key marketing data to gain awareness based on brand and target audience. It also helps in proving ROI through customer attribution, anomaly detection and cohort analysis to better direct the marketing spend.

    Read More
    • Enterprise
    • California, US
    • Founded: 1982
    • $5BN to $10BN
    • 20,001 to 25,000
  • 5

    SAS Social Media Analytics is an enterprise hosted, on-demand solution, which can be tailored based on the client’s requirements and then managed by SAS Solutions OnDemand. Key features of the SAS Social Media Analytics include data integration, text mining, media analyst workbench, and media intelligence portal. Another feature is extensible language processing, which allows enterprises to adjust to rules related to text and sentiment to accommodate vulgarisms and slang. It provides in-depth monitoring and accelerates the response time by providing functionalities, which link sentiment analytics to specific business concerns at an enterprise-level. SAS Social Media Analytics supports multiple languages. SAS provides a single-user license or mid-sized business solutions for its client’s organization.

    Read More
    • Enterprise
    • North Carolina, USA
    • Founded: 1976
    • $1BN to $5BN
    • 10,001 to 15,000
  • 6

    The Hootsuite platform helps users in keeping their social presence active 24/7 by automatically scheduling posts. This saves time and effort by uploading, editing, and bulk scheduling social media posts at once, in CSV format. The platform allows users to view all the scheduled posts at a glance, streamline approvals, and work together with the team in real time using an interactive, media-rich planner. The platform also allows users to create search streams by adding hashtags, location data, or keywords in order to find compelling and curate content can be shared on the fly. The platform also provides customizable reports using an intuitive interface.

    Read More
    • Enterprise
    • 501 to 1,000
  • 7

    Clarabridge has registered its presence in the social media analytics software market through CX Social, an advanced social media engagement platform. It allows businesses to track the volume of mentions and engagement; the platform provides businesses the access to industry-leading text analytics. It records all types of conversations on the social media forums to analyze the data and understand the root causes of all the social conversations. Additionally, it gives the exact picture of the global audience. The platform allows users to achieve real-time insights and understand the customer effort, emotions and complaints using the best-in-class text analytics engine.

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    • Enterprise
    • 501 to 1,000
  • 8

    NetBase’s social media analytics platform makes it possible to get real-time alerts related to customer opinions and behaviors, with respect to sudden changes in the conversation volume and brand sentiment. This helps organizations identify emerging issues before they impact the brand reputation and customer feelings. It provides functionalities to drill down to support decisions related to customer complaints, without the need of complex Boolean queries, manual data cleansing, and manual analysis. The platform can analyze the voice of the customer in real-time and measure the campaign performance to track the custom audience segments.

    Read More
    • Startup
    • 501 to 1,000
  • 9

    Brandwatch has registered its presence in the social media analytics market using the Brandwatch Analytics and Brandwatch Audiences. This is a social listening platform, which analyzes billions of conversations that take place on the social media websites and provides richer data in order to optimize the marketing value. Brandwatch Audiences allows customers to influence marketing and advertise their brands in an effective manner, and also helps with PR and reputation management, and consumer insights. The company provides various services, such as enablement services, education services, and research services, to support its customers.

    Read More
    • Enterprise
    • Brighton, UK
    • Founded: 2005
    • 101 to 500
  • 10

    Digimind's Smart Social Media Monitoring software allows marketers to Listen, Engage, Analyse, and Report. It helps marketers to see the conversations that matter the most, in real-time, across millions of online sources, in order to attain important insights to drive and enhance the marketing strategy. The marketers can also analyze and benchmark an unlimited number of social media accounts simultaneously with this. Digimind's proprietary Top Reputation module enables marketers to understand in real-time about their customer queries about your the products, people, and those of the competitors.

    Read More
    • Enterprise
    • 501 to 1,000
  • 11

    Talkwalker’s social media analytics platform makes use of AI and advanced analytics functions, such as image recognition, to analyze the social media content and come up with comprehensive reports. Its image recognition technology is proprietary with a large logo database (over 30,000 logos) and has the capability to recognize scenery and objects, as well as, brand logos. Flexible dashboards, customizable APIs, and efficient filters can be used to further segment the data by language, location, sentiment, or demographics, depending on the customized parameters. Reports can be created using various formats, such as MS Word, Portable Document Format (PDF), PowerPoint, and Excel. The platform also provides preset dashboards for crisis management, competitive intelligence, campaign monitoring, content analytics, brand listening, hashtag tracking, and social channel analytics. Social data can be combined with internal data, such as lead generation figures and sales data, to find correlations that affect the key business indicators.

    Read More
    • Enterprise
    • Luxembourg city, Luxembourg
    • Founded: 2009
    • 101 to 500
  • 12

    GoodData platform is powered with social media analytics. Customized pre-built templates, which comprise dashboards targeted toward marketing demands, advertising, social, and eCommerce can also be added to the platform. Organizations can make use of such dashboards and sentiment analysis to track the reception of their media campaigns or compare performances of specific social networking sites, such as Facebook or Twitter. The platform also provides Online Analytical Processing (OLAP), predictive analysis, and profit analysis, along with ad-hoc analysis and automatic schedule reporting. Further, to better benefit from its international customer base, the GoodData platform can be operated using other languages.

    Read More
    • Startup
    • California, USA
    • Founded: 2007
    • $51MN to $100MN
    • 101 to 500
  • 13

    Crimson Hexagon has registered its growth in the social media analytics market through its technology platforms. These solutions allow businesses to understand the driving factors trends and opportunities for their businesses by analyzing the sheer amount of data generated through social media, and then provides business-specific solutions. The company provides machine learning solutions through its BrightView algorithm that combines the machine processing speed and human analysis to obtain the best outcomes from any language at scale. Businesses can gain an opportunity to listen and monitor their customers’ conversations happening on social media, using Crimson Hexagon’s audience analysis. It allows businesses to track the campaign performance amid targeted audience segments by using the Affinities solutions and helps discover untapped markets. For instance, Crimson Hexagon allowed Twitter to observe the Dove users’ beauty conversations within a year and track the customers’ experiences, which changed month-over-month.

    Read More
    • Enterprise
    • 501 to 1,000
    • Enterprise
    • California, USA
    • Founded: 2003
    • $1BN to $5BN
    • 1,001 to 5,000
  • 15

    Sprinklr’s revolutionary Unified Front Office and cloud-based user experience management solutions have been helping hundreds of leading companies for social media, paid ads, content marketing, and online business. Their Customer Experience Management (CXM) enables them to get insights from multiple social media channels and provides reports for brand-specific needs. Companies like McDonald’s, Nike and Microsoft, have used the CXM for brand enhancement.

    Read More
    • Enterprise
    • 501 to 1,000
    • Enterprise
    • 501 to 1,000
    • Enterprise
    • 501 to 1,000
  • 18

    Sysomos provides its products through Sysomos social media marketing and analytics platform and caters to various industry verticals, including marketing, customer care, research, human resource, legal, and operations. The Sysomos social media marketing and analytics platform gives businesses a deep insight into their customers through social media marketing and provides a comprehensive analysis of the size of audience, engagement, and their demographics. Further, it enables businesses to perform competitive analysis and helps in designing effective business strategies.

    Read More
    • Startup
    • Toronto, Ontario, Canada
    • Founded: 2007
    • Below $10 MN
    • 101 to 500
    • Enterprise
    • 501 to 1,000
  • 20

    Cision is the leading media management and cloud-based communication solution that allows unbeatable social media analytics, reporting, and publishing to enterprises. With its data platform, users can track competitors and social media channels to create brand-specific marketing strategies online. The system is based on driving data from user communications and converting it into useful analytics.Having years of experience in the industry, Cision’s cloud communication solution has been serving clients with practical and state-of-the-art features.

    Read More
    • Enterprise
    • Chicago, Illinois, US
    • Founded: 1867
    • $500MN to $1BN
    • 1,001 to 5,000
    • Enterprise
    • 501 to 1,000
    • Startup
    • New York, New York, US
    • Founded: 2006
    • Below $10 MN
    • 51 to 100
    • Enterprise
    • 501 to 1,000
    • Enterprise
    • 501 to 1,000
    • Startup
    • New York, New York, US
    • Founded: 2012
    • Below $10 MN
    • 51 to 100
  • 26

    Simply Measured provides a full set of analytical solutions to measure results and quantify performance, using the data obtained from various social platforms, such as Facebook, Twitter, and YouTube. It provides functionalities to filter by channel, media type, text, and hash tags for any profile. Organizations can use that information to determine what, when, and where posts can be added for increased customer engagement. Custom profile groupings can be created across all media channels to conduct competitive analysis. Competitive analysis can be done by comparing the social footprint of all the players to understand their offerings and improve their own performance.

    Read More
    • Enterprise
    • 501 to 1,000
    • Startup
    • California, USA
    • Founded: 2013
    • $11MN to $50MN
    • 101 to 500
    • Startup
    • California, USA
    • Founded: 2006
    • $11MN to $50MN
    • 101 to 500
    • SME
    • California, USA
    • Founded: 1997
    • $101MN to $500MN
    • 501 to 1,000
    • Startup
    • Ontario, Canada
    • Founded: 1984
    • Below $10 MN
    • 51 to 100
    • Startup
    • Illinois, USA
    • Founded: 2013
    • Below $10 MN
    • 101 to 500
    • Startup
    • California, USA
    • Founded: 2013
    • Below $10 MN
    • 101 to 500
    • Startup
    • Connecticut, USA
    • Founded: 2006
    • Below $10 MN
    • 51 to 100
    • Enterprise
    • California, USA
    • Founded: 1956
    • $500MN to $1BN
    • 1,001 to 5,000
    • Startup
    • California, USA
    • Founded: 2008
    • $51MN to $100MN
    • 101 to 500
    • SME
    • New York, USA
    • Founded: 1975
    • $101MN to $500MN
    • 1,001 to 5,000
    • Startup
    • Bracknell Forest, UK
    • Founded: 1987
    • Below $10 MN
    • 51 to 100
    • Enterprise
    • Pennsylvania, USA
    • Founded: 1993
    • $500MN to $1BN
    • 1,001 to 5,000
    • Startup
    • California, USA
    • Founded: 2012
    • $11MN to $50MN
    • 51 to 100
    • Startup
    • New York, USA
    • Founded: 2004
    • $101MN to $500MN
    • 501 to 1,000
    • Enterprise
    • California, USA
    • Founded: 1979
    • $1BN to $5BN
    • 10,001 to 15,000
    • Enterprise
    • California, USA
    • Founded: 1997
    • $1BN to $5BN
    • 5,001 to 10,000

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Marie Stelle

Engagement Partner - 360Quadrants.com