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Meltwater Group is a “software as a service” (SaaS) company based on a research model funded by the Norwegian Computing Center. In March of 2015, Meltwater Group launched a new SaaS media intelligence program with impressive capabilities. The new platform—simply called “Meltwater”—observes social media to identify trends, connect clients with key influencers, and engage with consumers. Since its creation fourteen years ago in Oslo, Norway, Meltwater has expanded throughout the world. The company currently has offices in Europe, North America, Asia, Australia, and Africa, and boasts tens of thousands of clients worldwide.
Meltwater organizes its media monitoring according to four principles: Listen, Understand, Engage, and Benchmark. The company offers a variety of products to these ends:
The following are possible drawbacks of using Meltwater:
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I'm very disappointed in the service and their tactics. If you use this service, make sure to read every word of the contract. You will be automatically renewed if you don't cancel 60 days in advance.
The broadcast monitoring does not pick up the majority of alerts even when they include the keywords. In addition, when alerts are picked up, the interviews are 99% of the time incomplete and it could take days for the account rep to find the rest of the clip, which when working in a time sensitive industry is completely unacceptable. I require timely transcripts and clips, and I do not receive that from Meltwater. I was advertised a product that could replace my current media monitoring, yet Meltwater is so incredibly unreliable that I have not been able to cancel my other service. I am therefore paying for two services due to false advertising from Meltwater. Once they have your money, they do not care about providing good customer service.
Extremely poor service. Misleading contract that automatically renews 60 days before it expires and misleading payment terms: 14 days stated in the contract, not on the invoice. Contacted weekly for product up-sells but not a single notification e-mail or phone call when it was time to renew. Even though we had not been using the platform for months already and had discussed numerous times that we would end the contract as it was not delivering the service we were after. To then receive an invoice for another year, was quite a shock. Suddenly we had a new account manager and even after extensive discussions they were unwilling to terminate the contract, or even meet halfway. Very unpleasant.
I'm going on ten months of harassment from these people. Initially got a message from someone essentially pretending to be a news reporter with a question about a recent story. Called back to find myself on the receiving end of a very aggressive hard-sell solicitation. In an effort to be polite and open-minded, I did check out the demo product and found that it was just not something we were interested at the time. A few months later, they contacted me again and I did give them another look because we were actively researching social media monitoring products. It was then that I discovered how incredibly expensive they are. Perhaps the cost is worth it for companies who are the subject of widespread news media coverage. However, that is not true of my company despite their sales person's vigorous claims to the contrary. When I informed them that I'd be going with a different service - one that covered just what we were initially hoping to accomplish and only required a monthly commitment - I received an email with disparaging information about my choice and a desperate offer to knock $10,000 off of the previously quoted price for Meltwater's services. All of this leads me to believe this company is sketchy as all get-out and I won't be doing business with them even if we need services like theirs in the future. Despite the fact that I clearly and politely declined their services, my company is still in some kind of sales rotation because they drop of for a few months, then come back with a vengance. They leave voicemails that are misleading and use false caller ID (my favorite is the jewelry store). Most recently, they've also signed me up for notifications that look similar to Google alerts.
Poor customer service, and intimidation/bullying used extensively by their teams.
Not worth the high ticket price, especially for a smaller company. The website is not user friendly. It is difficult to self-navigate. What was offered to be a $6,000 “value” package, was then discounted to “$3200”, and then settled on $2,300, which is still outrageously priced for what you receive. The outreach distributions are not reliable, as there are many bounce backs from failed email addresses, which the sales reps claim they update and remove on a regular basis. Not true! And the filtering tool is beyond useless as it doesn't allow you to select multiple filters to yield any results. The customer service agent tells you to create your blast in a separate Word document, then copy it over to the site for publication and distribution since the site is unreliable to save the document as draft if written directly onto the news blast page. (I had the pleasure of losing the document TWICE, after spending an hour each time writing it.) if you don't read the fine print in the “Terms & Conditions” link (that no one reads since it shouldn't contain “important” information ie. you will be tied to an automatic auto-renewal if you do not email your cancellation 60 days prior to the renewal period). Very shady practices not to be transparent and put that IMPORTANT tidbit of information directly into the simple 1.5 page contract. There's PLENTY of room to include that one sentence on the half blank page so that you can catch it and read it easily. Unfortunately, it is like a hidden Trojan horse since it is placed in a separate link under Terms & Conditions. Definitely dishonest, but legal to do. Truth be told, you can strike that sentence from the contract agreement if caught ahead of time, as the agent told me AFTER the fact of the renewal! And of course, the sales rep reached out to see if everything is going well 45 days prior to renewal, instead of > 60 days of my renewal period. I would recommend looking elsewhere for a marketing platform that is easier and more reliable to use, and offers better search capabilities, along with better business practices.
Meltwater as a service platform isn't bad. I subscribed to Meltwater News for a full year at about $5,000. This gave me access to their media database which was relatively accurate. Some records were either out of date or not listed at all. But that wasn't my main complaint. No database can be 100% current or accurate. My main complaint is with the fact that your annual account is renewed automatically for $5,000 unless you give official notification 60 days before your current agreement is up. Yes, they include this language in the small print of the agreement, and bad on me for not carefully reading every line. But in this day and age to force clients to stay for another year at such a high rate is unthinkable. Stay far, far FAR away from Meltwater.
After purchasing Meltware software it really failed to deliver. Overpriced and severely underwhelming.
Watch the Evergreen automatic renewal clause 8 of your contract. You will be automatically renewed unless you cancel 60 days before the contract date. And Meltwater increases its prices 10% a year, with no notification. You're on the hook to pay the invoice. A nasty shock all round.