Likelihood to Recommend
Silverpop is a powerful and comprehensive tool for digital marketers, and is apprprioate for companies of varying sizes, as well as both B2B and B2C models. It's particularly well-suited for companies with large, accurate customer databases and the ability to track customer actions on their websites to use as marketing automation triggers.
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Cordial has multiple options to create a message: single campaign, automation, orchestration and sculpt templates, which are drag-and-drop type functionalities but each of these blocks are based on HTML content so a user needs to be technically savvy. I would avoid using HTML includes as it is not possible to see which include a customer received. The team is fabulous, they know the tool and are dedicated to the success of the business. They are quick to respond and provide feedback. Reporting and analytics are very manual if you are combining multiple days in a test.
Read full review Pros Automated Messages - we currently have over 70 automated messages going out on any particular day through feeds and API calls that we pass to Silverpop. We rely on these automated messages to communicate to our customers and can rely on Silverpop to always be up and running to get these messages out. Robust query building - We can target customers easily based on a combination of demographic profile data, as well as email and site behavior and purchase behavior, allowing us to finely segment our audience Deep dive reporting - the UI reporting, as well as the available reports to download through the API give us tremendous insight into how our subscribers are responding to email. Read full review Provides helpful desktop and mobile previews. Sends emails reliably. Allows for pretty robust audience rules. Read full review Cons Data syncing and errors - Silverpop does not do a great job of getting data to sync regularly with our CRM (Salesforce.com). The data had to flow back and forth several times before being added to campaigns and in some instances, it took days to update leads! Also, failed lead syncs get stuck in an alert list but it does not notify you otherwise that a lead failed the sync. Design issues - we use custom HTML to build emails and landing pages, and we were unable to render background images on our campaigns. Also, once you toggle between design and source (code) view to make edits, it often broke the code and threw off the design. Administrator alerts - when sync fails altogether between systems, there is no email alert sent to the system admin (me/my team) so we at times have found that we have gone 18 hours until we stumble across the fact that the system sync has failed. Reporting - it is not very comprehensive and we had difficulty generating the level of reporting that we need to have. Support - there are a few gems in the support team who know what they're doing, but largely calling support is a lesson in frustration. Product bug fixes - in two instances, my open support tickets were identified as product bugs. One related to incorrect cookie tracking which was causing our leads not to be scoring properly. They determined that this wasn't critical enough to build into their product fix road map. This is core to an automation system working properly. Read full review Some of the tasks on the platform are still technical in nature and often requires the help of a developer or technical marketer. But I've witnessed great strides towards accessibility and ease of use for non-technical marketers over the past three years. A lot of the templating must be built from scratch. Deliverability insights (out of the box) could be expanded further. Read full review Likelihood to Renew
SilverPop is a great marketing tool that integrates with Salesforce to provide customers and employees a great buying and selling experience. The software takes some very difficult tasks and makes them easy to accomplish. With proper setup and management, Silverpop gives you the tools to gain insight into the productiveness of campaigns.
Read full review Usability
This is a little bit difficult to rate because Silverpop is gradually updating its interface to improve usability all around. I know users are able to do their job with minimal assistance. However, some of the interface is dated, and the Programs interface, while functional, has a bit of a learning curve.
Read full review Reliability and Availability
While several of the other reviews have mentioned poor performance in this department, we have only had one situation where the system was down (although it was down for several hours). Silverpop segments its clients on different servers, and I know that the problem we experienced only occurred on our specific server (maybe other servers have had their own problems?) but our service has been reliable otherwise.
Read full review Performance
The throttle time for sending emails would vary depending on how many other campaigns were going out that day, which I found inconsistent
Read full review Support Rating
The Salesforce Integration support team is fantastic. I'd give them greater than a 10 if possible. The rest of the support team can be extremely frustrating to work with. Too often they try to blame something obscure and refuse to escalate or look into the issue. And on occasion when you find system glitches they don't seem to care about fixing them
Read full review Online Training
The online trainings are very detailed (for the most part) and really walk through the entire system. They are a little dry, but they are usually broken up into segments to allow you to skip to the parts you need.
Read full review Implementation Rating
Based on recommendations from Silverpop we made some implementation decisions that we later regretted pretty substantially. In hindsight we should have started a pilot implementation earlier so we could learn and then start over. The big issue for us was that Silverpop recommended a non-keyed database, or at least a database that doesn't use email address as primary key. This is resulted in a large number of duplicate email addresses so that the end user is forced to unsubscribe multiple times to stop receiving emails.
Read full review Alternatives Considered
We evaluated alternate providers less than a year into our IBM Watson Campaign contract because the system was so clunky to use (and we wanted a system that would include or better integrate with our SMS provider).
were the front runners at the time, and we came close to moving forward with
. The pricing model and overall the cost of
was much higher than IBM for us though, and the timing of this was right when the IBM to Acoustic changes took place. We decided to give Acoustic a shot and are optimistic it will be enough to keep us on board once all the dust settles, though I find it unlikely we will renew with Acoustic when our contract is up again. My main email specialist is a
expert and finds that platform very easy to use in comparison-- it might be a better fit for a team of our size.
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Cordial by far has the best UI for simple navigation
Read full review Return on Investment we have not experienced any currently but moving to lead automation and lead scoring could change that. i'm not sure how increased employee efficiency would ever be a benefit b/c lead importing and visibility, along with setting up email templates is quite cumbersome. Read full review Best to manage your clients' business. Not ideal for freelancers. Read full review ScreenShots Acoustic Campaign Screenshots