Brandwatch

Brandwatch: social media monitoring, content marketing, analytics and customer engagement solutions

Brandwatch, a leader in social media listening, enables over 10,000 global brands to engage customers swiftly. Offering tailored solutions for social media monitoring, management, and engagement, it provides invaluable social insights. From content marketing to influencer marketing, Brandwatch ensures businesses thrive in the dynamic social landscape while enhancing customer engagement.

Features

• Unlimited Social Media Channels Connections, full service social media management
• Highest form of partnership with the social media networks
• Real-time reporting on paid data, owned data and competitor data
• Ability to respond to social media engagements across all networks
• Dedicated Customer Success Manager + Account Manager, Onboarding and training
• Unlimited mentions in relation to Keyword Tracking for Social Listening
• Historical data to 2010 including unsolicited data & consumer conversation
• Full X Data (firehose) coverage back to 2007
• Multilingual coverage (44 languages) with sentiment analysis & emotional analysis
• Fully customisable dashboards with extensive machine learning & AI capabilities

Benefits

• Manage and Publish content across multiple channels and Divisions
• Provides real-time social data for insightful social analytics, customer analysis
• Measure competitors social media performance and improve business analytics
• Find key influencers talking about your department and initiative/campaign
• Increase collaboration across teams and departments within your organisation
• Understand consumer sentiment / sentiment analysis and improve customer service
• Ensure every social media engagement is responded to in real-time
• Real time up to date trend monitoring & crisis management
• Maximises ROI of social marketing
• Gain early warning of emerging crises for PR management

£4,800 a unit a year

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at calum@brandwatch.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

917870886671618

Contact

Calum Wright
07307601156
calum@brandwatch.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Brandwatch One offers a breadth of services within the one offering. Within the different packages, we have options for adding Influencer marketing and campaign tracking through Paladin, along with competitor benchmarking analytics through Benchmark.
• Cloud deployment model: Public cloud
• Service constraints: Brandwatch is bound by what the social media network API's allow for. For the monitoring service, we're only allowed to collect pubicly available data. Companies must have an active internet connection to access the system and an active email address. Access to web browser is required, Google Chrome or Mozilla Firefox recommended. ; Service is available 24/7.; There are no other restrictions.
• System requirements:
  • Active Internet Connection
  • Access to web browser, Google Chrome or Mozilla Firefox recommended

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We have a multiple different support channels. Our in-app support agents are available 24/7 and have a response rate of under a few minutes during weekdays. 9 am-5pm for our SMM product during the weekend. Our customer success team are available for support/training related engagements from Monday-Friday. We have different SLA's depending on the package. For our PRO customers, the SLA is 8 hours and for the PREMIUM customers it's 1 hour.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: -Support available (e.g.; 27x7x365) via; website/phone; -Text is readable through; screen readers; -Does not disrupt or disable; activated features of other; products that are identified; as accessibility features; -At least one mode of; operation that does not; require user vision is; provided, or support for Assistive Technology; -No time-based responses; required; -No image/audio/video; inputs
• Web chat accessibility testing: None
• Onsite support: Yes, at extra cost
• Support levels: Brandwatch support comes in a variety of options, technical support is included in all packages and other levels of support are offered as additional services. Free support includes access to a Dedicated Account Manager, our Support & Technical Support teams and access to a wide variety of online resources including our interactive Help Centre and Brandwatch Academy. Paid for support comes in the form of bespoke training packages, professional services hours and consultancy services.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Brandwatch will always propose a bespoke onboarding service based on a specific client's needs. We follow a customer success methodology when onboarding a client, with each element of the process aligned to deliver maximum value in the shortest time. Elements include kick off meetings, quarterly review meetnings, onsite (where purcahsed) and online training, professional services setup and ongoing account management.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Online
  • Powerpoint
  • Email
• End-of-contract data extraction: Prior to termination of service, clients are free to download their data out of the platform if required.
• End-of-contract process: All subscriptions are subject to a 30-day notice period. We ask our clients to submit notification in writing to their Account Manager. ; As soon as the notice period has expired, your account will be deactivated and can no longer be accessed. ; Brandwatch subscriptions are paid for in adavnce and therefore there are no additional costs for offboarding.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Brandwatch provides a SaaS solution with both a mobile and desktop option. Brandwatch/Falcon.io offers three mobile applications for on-the-go access to our platform:; ; The Hub app allows for final approval for Instagram carousel and story publishing.; ; Quick Publish allows content creators and social media editors to post to their channels while away from their stationary devices. ; ; Engage is the mobile version of the web platform’s Engage section. It offers all the most important features such as responding, liking, retweeting, marking as read, assigning to colleagues and receiving assignments.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Brandwatch displays your data in a clean, professional and easy to read interface, in the form of a series of dashboards. It provides a number of automated dashboard and wizards to help users quickly make sense of their data. A dashboard consists of a series of tabs, and each tab contains one or more components such as charts, graphs, tables and word clouds etc. Once a dashboard is generated, it can be used as-is, or a user can choose customise the layout and dashboard content.
• Accessibility standards: None or don’t know
• Description of accessibility: The Brandwatch product suite is currently partially accessible and remedial work is being conducted to improve this.
• Accessibility testing: Some QA testing and user interviews have been conducted with screen reader and screen magnification users as part of product improvements and new feature development. This has been conducted using a third party accessibility testing service. This is expected to increase in frequency in the future.
• API: Yes
• What users can and can't do using the API: Brandwatch has a RESTful API that allows you to access all your data, metadata and metrics available within Brandwatch Consumer Research and integrate it into your other business applications or products. Our API provides HATEOAS links for internal navigation, making it simple, quick and easy to use. API access is available to all clients with an Enterprise subscription to our Brandwatch Consumer Research platform.; Full API documentation can be found at: developers.brandwatch.com; The Brandwatch API allows you to export data to create custom reports. In addition, raw data can easily be exported from in-app as Excel or CSV files, and charts can be exported as JPEG and PNG files.; ; Brandwatch provides APIs for some of the Social Media Management product. We provide RESTful API’s with JSON. Please refer to our public API documentation - http://docs.falconio.apiary.io/
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The Platform is highly customisable to the users. Searches and data collection are defined by the user in a completely customisable search interface. The dashboard functionality is also highly customisable, with a range of building options that clients have access to. From an engagement standpoint, users can configure customisation feeds to filter in/out engagement types and messages across channels. All other features such as alerts are also customisable.

Scaling

• Independence of resources: The Brandwatch service utilises cutting edge hardware and load balances multiple instances across all of our services. For periods of high usage we distribute load across many machines.

Analytics

• Service usage metrics: Yes
• Metrics types: Mention count. Impressions. Retweets. Shares. Likes. Comments. Reach. Metrics are also completely user defined with our customisable rules engine which allows the user to set the criteria which they want data categorised. Service usage metrics can include volume and frequency of individual logins, volume of mentions stored, and usage of key functions such as the creation of queries, dashboards, rules, tags, categories, alerts & signals. Volume of support tickets raised and time to response can also be provided by the Support team. We also have service metrics associated to volume of engagements responded to, reviewed, handled by and messages sent.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Other
• Other data at rest protection approach: Physical security controls: The data centres are manned 24x7 with secure perimeter, biometric security, CCTV monitoring and offsite storage, and Brandwatch has fully owned dedicated systems housed in locked racks. Production environment is segregated from other systems and Remote access is only permitted from trusted sources following a multi-factor authentication and authorisation process. ; Brandwatch does not permit access to systems or data by third parties or sub-contractors, and any system maintenance will be supervised.
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: All data can be downloaded from the Brandwatch platform by the user. Data download formats can include Excel, CSV, JPG, Shared online link for dashboard and PNG. In addition, users are able to download data in the form of PPt reports. All data exporting can be achieved at the click of a button within the platform by any user.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XLS
  • JPEG
  • PDF
  • Ppt
  • PNG
  • Shared URL link
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Raw data can be exported in the standard Excel format
  • Charts and Graphs can be exported in Jpg.
  • Charts and graphs can be exported in Png.
  • Automated reports are exported in PDF
  • Dashboard Downloads are in PPt format.

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: We use Secure Socket Layer (SSL) to encrypt all of the customer’s authentication Information transmitted (in transit) between ourselves and the customer. We do not allow any unencrypted access to the customer’s information. We use an SSL certificate issued by a trusted root certificate authority.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Within this network, hardened systems are segregated into zones, with only approved traffic flows permitted between zones or systems. Admin access is restricted and controlled by multi-factor authentication. Any data that leaves our trusted network environment must have encryption, typically through HTTPS (TLS). Within our trusted network, application access remains protected by HTTPS and secure protocols are widely used, but are not mandatory unless credentials are included. We also have extensive monitoring capabilities and this helps detect anomalous traffic and other issues.

Availability and resilience

• Guaranteed availability: Brandwatch publishes support and availability SLAs on our website. ; Currently, this is for 99.5% over any calendar month excluding our regular scheduled maintenance window. ; ; Brandwatch exceeded Service availability SLAs during every month in 2020.
• Approach to resilience: All critical infrastructure components are redundant. For cloud services on most of our products (Consumer Research and Social Management Suite), we load balance our servers across multiple availability zones and our databases live in multiple availability zones. Cloud data backups are stored in separate doomsday vault accounts. For physical infrastructure, we maintain two data centers and perform daily backups. Weekly backups are also taken and stored by a third party service provider in the form of encrypted backup tapes.; Our engineering teams maintain documented standard operating procedures and runbooks to address a variety of scenarios. Engineering teams run backup restoration tests for critical services at least annually. We have also implemented an on-call rotation to ensure 24/7 coverage of our systems in the event of an incident.
• Outage reporting: We endeavour to give at least two days notice for scheduled maintenance, and information is provided through an in-app notifications interface. We guarantee a 99.5% uptime.; ; We have a public facing status-page allowing customers to track issues.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Client Administrators are tagged with their organisation identity, and unable to access other client data. Brandwatch Support teams have Two Factor authentication for access to administrative functions. Monthly reviews of admin users ensure this is correctly allocated and our Leaver process ensures that accounts are immediately disabled and access tokens retrieved. Out of band or back-end System access is strictly limited to operational roles following senior management approval.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bsi Assurance UK Ltd.
• ISO/IEC 27001 accreditation date: 2/19/2015 and renewed yearly ever since.
• What the ISO/IEC 27001 doesn’t cover: All Annex A controls are Applicable. The ISO27001 certification is for the Brandwatch Applications and services delivered to our customers and the supporting process. Internal operations and business process may not be formally covered by certification, but security policies and procedures are applied to all parts of the business, regardless.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We have a high level information security policy with more granular policies for specific topics. Security Policy supports all areas of our ISO27001 certification and is reviewed annually. All staff agree to Acceptable Use and confidentiality in employment contracts. Training is provided during induction process and ongoing throughout employment. ; ; We use the ISO 27001 standard as framework for our Information Security Programme, and have implemented and follow all necessary policies to comply with said standard.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We maintain secure images, templates or build checklists for all systems based on the organization's approved configuration standards. Any new system deployment or compromised system is imaged using one of those images or templates. Code is reviewed before going to master. All deployments are done using our CI setup, with roll-back enabled. Deployments go to our staging environment for testing prior to being deployed to master. All services are setup in HA.; Secure development environments have been established and are appropriately protected for system development and integration efforts that cover the entire system lifecycle.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Brandwatch undergoes regular third-party pen-tests and vulnerability scans. The pen-test test is conducted annually and includes an in-depth application vulnerability review, a network vulnerability review. Vulnerability scans on Internet-facing web applications and internal production web applications with Customer data performed are completed monthly and after any significant change in the application. Our automated vulnerability scans are done using Detectify. Vulnerabilities are prioritized based on criticality (CVSS score) and if there is a known exploit that could exploit the vulnerability, and managed in accordance with our formal SLO.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Monitoring occurs through various layers of automated tools, manual system reviews and internal audits. Brandwatch Incident and Response Policy establishes the standards for monitoring internal controls. It also addresses protocols for responding to a security breach.
• Incident management type: Supplier-defined controls
• Incident management approach: Users can report incidents through their Customer Success Manager or through our in-app support team or at support@brandwatch.com; We have a formal documented incident response process that is regularly tested. ; ; We employ Incident Response SLAs for Investigation Response times. We resolve Severity 1 and 2 Incidents at pace. In scenarios where the underlying issue lies with the native network (Beyond Brandwatch), we will send out communication on the progress of the incident via in-app, email or direct outreach. ; ; We communicate security breaches to affected customers within 36 hour and provide an incident report once all investigation and remediation is finalised.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Environmental Commitment - ; ; Engage: Embed sustainability as a company value through staff community engagement.; ; Support: Help colleagues to be greener individuals at home and in the workplace.; ; Act: Take company action against climate change through tracking carbon emissions and having a strategy for reduction in 2023.; ; At Brandwatch, we are committed to reducing our carbon emissions. We have a strategy in place to ensure we continually measure our impact on the environment, and reduce our carbon footprint.; ; We partner with GreenFeet to measure our carbon footprint. See our 2021 carbon footprint report.; ; Based on the data, we are focusing on:; 1. Switching our offices onto renewable energy providers; 2. Minimising unnecessary travel; 3. Applying environmental criteria when procuring supplies for the business; ; To help embed sustainability throughout our processes, planet-minded colleagues in our various offices have come together to form a green committee. The committee supports Brandwatch’s leadership and staff to integrate environmental sustainability into every aspect of our work and the decisions we make every day.

  Covid-19 recovery

  Brandwatch as a company has sought to ease the burden on those industries most affected by the Covid-19 by allowing free short term subscription for all NHS affiliated divisions. These divisions were able to get access to Brandwatch and use our customer engagement, publishing and reporting capabilities. We also provided a lot of free reporting around consumer concerns, changes and priorities related to Covid 19. More can be found: https://www.brandwatch.com/cv19-resources/

  Tackling economic inequality

  Brandwatch can contribute to tackling economic inequality through various initiatives, including internships and partnerships. By offering internships, Brandwatch provides valuable learning opportunities and professional development experiences to individuals from diverse backgrounds, potentially opening doors to careers in the tech industry that may have otherwise been inaccessible due to economic barriers. These internships can serve as a pathway for underrepresented groups to gain skills, networks, and experience needed to thrive in the workforce, thereby helping to bridge the economic gap.; ; Moreover, through partnerships with educational institutions, non-profit organizations, and community initiatives, Brandwatch can further extend its impact. Collaborations with organizations focused on education, job training, and economic empowerment can facilitate access to resources, mentorship, and opportunities for individuals facing economic challenges. By actively engaging with such partnerships, Brandwatch can contribute to fostering a more inclusive and equitable society by providing pathways for economic advancement and empowerment. Additionally, by promoting diversity and inclusion within its workforce and through its partnerships, Brandwatch can serve as a model for other companies and inspire broader industry-wide efforts to address economic inequality.

  Equal opportunity

  Brandwatch is committed to fostering an inclusive environment where everyone can thrive authentically and achieve their highest potential. We believe diversity, equity, and inclusion are essential for our culture, innovation, and to our long-term success.; ; As an equal opportunity employer, Brandwatch values diversity and strives to create a welcoming environment. We welcome all qualified applicants, regardless of race, color, religion, gender identity, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses outlined by law.; ; Aligned with our commitment, we ensure that individuals with disabilities; are provided reasonable accommodations to facilitate their full participation in our recruitment processes and the workplace.

  Wellbeing

  Prioritizing our employees' total wellbeing is embedded in Cision's foundation from our company values and culture to the material programs and practices we put in place. Our mission is to create an environment that proactively supports our employees' mental health and wellbeing.; ; In 2024, our well-being focus is crystal clear: Educate, Engage, Empower. We're committed to equipping ourselves with knowledge and skills to thrive, empowering us to take charge of our physical and mental health, and fostering active engagement in initiatives that promote holistic well-being.

Pricing

• Price: £4,800 a unit a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at calum@brandwatch.com. Tell them what format you need. It will help if you say what assistive technology you use.