I agree, While we now have SproutSocial, ideally we would like to only have SmarterTrack. We are not interested in smartertrack plugin for other products. That only complicates things and still cost more money to get the features we feel we need. As a customer who pays every year to renew our smartertrack support, we expect new features, not necessarily new pretty layouts but features that help us be more productive and provide better customer service to our customers.
Our focused social networks are FB, T, G+ & Linked in. Youtube would be nice since we do post how to videos and knowing when someone is commenting on those would be helpful.
We would like to be able to respond to all Social media from within SmarterTrack. This would allow all Agents to reply using the linked social profile. Only aggregating the social post may leave an agent unable to respond to the post until the Social media Admin can grant the users access on the social media site. I feel aggregating the social post is just a half banked feature and does not really offer the value that we are expecting. There are already free tools that will aggregate the data for viewing.
We paid over $2,000 this year for SproutSocial, and now we have two tools we have to use. Id rather have one tool and pay less. With having to pay for the social media tool, we now have to evaluate if we want to continue renewing our support for Smarter Track, because if maybe able to pay for another solution that already has all these features instead of paying two vendors. We will have to make this decision before our next renewal.
FWIW, Ive requested a Client Side Chat API in other threads, This is inline with that request. With that API customers could build tools that would pull those social Media Chat into SmarterTrack and then reply directly... But SmarterTools has not even replied to that request..