Talkwalker is a comprehensive social listening tool
What do you like best?
The tool is very flexible and comprehensive when it comes to social listening and crisis management. As the tool is so versatile, it does mean that you need to invest time in learning and getting used to it. However, once you have done that, you reap the benefits. The platform essentially responds to what you put into it so the more you time/effort you put into it, the more it gives you in return.
The dashboards, reports and alerts functionality have proved really useful, with the tool allowing us to set up and share the different reports with various stakeholders.
The customer support is excellent and my Customer Success Manager is very responsive.
What do you dislike?
Our company name is quite generic, so our topics pull through some irrelevant mentions that we have to manually sort through (either by adding to our exclusions list or by deleting the mention). The tool is not quite intuitive enough to pre-empt which mentions are not relevant by deleting the mentions alone.
Recommendations to others considering the product:
Talkwalker is a comprehensive social listening tool and is fairly easy to use once you know how. The customer service support is also superb, with a Customer Success Manager always on hand to assist if needed.
What problems are you solving with the product? What benefits have you realized?
Using the tool has meant we are able to monitor trends, observe patterns of behaviour online and respond to direct requests in a timely manner. This tool, used by our expert team, provides us with the opportunity to resolve issues much sooner and to proactively communicate messages where necessary.
