Brandwatch is a Web-based social customer relationship management (CRM) solution that enables organizations to measure and optimize social media initiatives. The solution captures and analyzes data from over 80 million online sources and supports 44 languages to provide insights.
Brandwatch’s “Channel” feature enables tracking of any Facebook pages or Twitter handles without entailing admin rights. The software also provides online community metrics, sentiment analysis and insights along with side-by-side competitor comparison.
Brandwatch's partnership with Twitter enables it to provide real-time coverage of all Twitter accounts. In addition, the “Twitter Hindsight” feature allows users to access archived data dated back till 2006.
Brandwatch’s search engine provides refined search results by leveraging 23 Boolean operators. The software’s “Demographic Insights” feature enable users to track demographic variables, such as account type, gender, profession, interests and location of the individuals posting about the organization or its competitors.
Marissa from CFA Institute
The new audience functionality is great and very helpful. The tool is very helpful to listen to your social audience and gain insight and see the impact of your work.
The customer service isn't always the best, it's improved this year. I also don't find the sentiment analysis always accurate.
Kate from CFA Institute
It's a great tool for keeping track of your brand¿s social media, blog and media mentions across the web. It's also really easy to use.
It does not pull LinkedIn data, but nor do other analytics tools as LinkedIn is closed to third parties.
Tyler from Gray Street Solutions
Employees number: 2-10 employees
1) Expected Volume: Brandwatch is more affordable for clients who need comprehensive coverage, but not necessarily unlimited mentions.
Brandwatch is the best value for core brand health monitoring, while still maintaining a competitive edge at higher volumes (1 million+ monthly mentions). Combined with historical data from 2010 onwards, access to the Twitter “firehose,” Instagram, Facebook, YouTube and an ever-expanding database of all digital publications, you will not want for coverage.
2) The complexity of Boolean Search Query / Keywords: Strong reach and limiting false positives.
Unlimited User Accounts, API Integrations, Excellent Customer Service
The deep learning curve for the user interface, queries must be carefully written to exclude non-essential and low-quality mentions. No mobile app.
Find an agency partner for discounted pricing as compared to retail rates :)
Dave from Element5 Digital
Employees number: 11-50 employees
I've used BrandWatch on several national accounts. While the query structure can be tedious (although they've recently released a Query Wizard), the queries are powerful and accurate—if you do them right. I had some tough ones (Example, the US Navy was a client which meant I had to make queries that ignored the color Navy, the Old Navy retail brand, etc.)
Once it's running properly however, it does a spot-on job. I even used to track four individuals who were trying their hardest to damage a company's reputation.
Pulls in more conversations than most tools
Pro level analytics
Sentiment tool is a LOT better than others I've tried
Reports are attractive
Nice integration with Clarabridge for text mining
Sometimes tough to filter out spam
Not a good beginner tool
Hannah from Charleston|Orwig
Employees number: 51-200 employees
We've signed into a Brandwatch contract for two years now and I've seen a continual decline in customer service. We noticed the program wasn't picking up mentions that it should have been picking up and when reaching out to our rep she was unable to help us. Brandwatch is an expensive listening tool compared to someone like NUVI or Google Trends, it should be served with great customer service. At this point we are just riding out our contract until we can cancel.
In-depth analytics and word cloud features are neat.
Customer service is poor and that makes or breaks a company. The queries were not always easy to write and trouble shooting them wasn't easily done within the program.
Response: Brandwatch, Brandwatch
Date: May 2016
Thanks for taking the time to give us your feedback. I'm really sorry to hear that you've not been satisfied with our customer service - this is really troubling to hear as we pride ourselves on our excellent service and want every customer to have a great experience. I've passed your comments on to our customer success team and someone will be in touch asap.
I'm also sorry to hear that you've found Queries tricky - our recently released Query Wizard is designed to make this process easier for users so hopefully that helps!
Again, I'm sorry you've had a bad experience with us and hope we can help - someone will be in touch shortly.