103 Ratings
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Score 6.5 out of 100
388 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

Acoustic Campaign (formerly IBM Watson Campaign Automation)

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.
Kristin Lucido | TrustRadius Reviewer

Gainsight Customer Cloud

If your business has a large customer base and you are struggling to understand the specific needs of each customer, you could greatly benefit from using Gainsight. It gives the business leader the leverage to understand the how and why, and provides the data to ensure customers are better off
Kyle Moninger | TrustRadius Reviewer

Feature Rating Comparison

Email & Online Marketing

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.0
Gainsight Customer Cloud
WYSIWYG email editor
Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.1
Gainsight Customer Cloud
Dynamic content
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
Gainsight Customer Cloud
Ability to test dynamic content
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.5
Gainsight Customer Cloud
Landing pages
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.4
Gainsight Customer Cloud
A/B testing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.1
Gainsight Customer Cloud
Mobile optimization
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.8
Gainsight Customer Cloud
Email deliverability reporting
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
Gainsight Customer Cloud
List management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.1
Gainsight Customer Cloud
Triggered drip sequences
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.1
Gainsight Customer Cloud

Lead Management

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.4
Gainsight Customer Cloud
Lead nurturing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.3
Gainsight Customer Cloud
Lead scoring and grading
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.8
Gainsight Customer Cloud
Data quality management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.9
Gainsight Customer Cloud
Automated sales alerts and tasks
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.5
Gainsight Customer Cloud

Campaign Management

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.0
Gainsight Customer Cloud
Calendaring
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.5
Gainsight Customer Cloud
Event/webinar marketing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.4
Gainsight Customer Cloud

Social Media Marketing

Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.3
Gainsight Customer Cloud
Social sharing and campaigns
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.5
Gainsight Customer Cloud
Social profile integration
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.2
Gainsight Customer Cloud

Reporting & Analytics

Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.8
Gainsight Customer Cloud
Dashboards
Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.5
Gainsight Customer Cloud
Standard reports
Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.7
Gainsight Customer Cloud
Custom reports
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.2
Gainsight Customer Cloud

Platform & Infrastructure

Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.9
Gainsight Customer Cloud
8.2
API
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.6
Gainsight Customer Cloud
8.4
Role-based workflow & approvals
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.0
Gainsight Customer Cloud
Customizability
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.9
Gainsight Customer Cloud
Integration with Salesforce.com
Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.9
Gainsight Customer Cloud
8.2
Integration with Microsoft Dynamics CRM
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.0
Gainsight Customer Cloud
Integration with SugarCRM
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
Gainsight Customer Cloud
Integration with Marketo
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Gainsight Customer Cloud
8.2
Integration with Eloqua
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Gainsight Customer Cloud
8.1

Security

Acoustic Campaign (formerly IBM Watson Campaign Automation)
Gainsight Customer Cloud
8.6
Role-based user permissions
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Gainsight Customer Cloud
8.6

Customer Data Extraction / Integration

Acoustic Campaign (formerly IBM Watson Campaign Automation)
Gainsight Customer Cloud
8.6
Product usage
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Gainsight Customer Cloud
8.7
Help desk / support tickets
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Gainsight Customer Cloud
8.5

Customer Success Management

Acoustic Campaign (formerly IBM Watson Campaign Automation)
Gainsight Customer Cloud
8.6
NPS surveys
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Gainsight Customer Cloud
8.5
Sponsor tracking
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Gainsight Customer Cloud
7.6
Customer profiles
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Gainsight Customer Cloud
8.8
Automated workflow
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Gainsight Customer Cloud
8.5
Internal collaboration
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Gainsight Customer Cloud
8.4
Customer health scoring
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Gainsight Customer Cloud
9.1
Customer segmentation
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Gainsight Customer Cloud
8.9

CSM Reporting & Analytics

Acoustic Campaign (formerly IBM Watson Campaign Automation)
Gainsight Customer Cloud
9.0
Customer health trends
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Gainsight Customer Cloud
8.9
Engagement analytics
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Gainsight Customer Cloud
9.0
Revenue forecasting
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Gainsight Customer Cloud
9.0
Dashboards
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Gainsight Customer Cloud
9.1

Pros

Acoustic Campaign (formerly IBM Watson Campaign Automation)

  • 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.
Carey Marston | TrustRadius Reviewer

Gainsight Customer Cloud

  • Charting/graphing/reporting - lots of options to create visualizations.
  • Report Builder function - again, many options to choose from, relatively easy to use and quick to see output.
  • Logical and pleasing UI - easy to follow and find what you're looking for.
Anonymous | TrustRadius Reviewer

Cons

Acoustic Campaign (formerly IBM Watson Campaign Automation)

  • 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.
Jennifer Lewis | TrustRadius Reviewer

Gainsight Customer Cloud

  • Reporting is good, but remains confusing and requires an admin to really navigate instead of end users being able to use
  • Sharing: getting other teams access to the C360 page has been difficult without a full license.
  • Journey Orchestrator can handle most emails, but the HTML functionality could be easier to navigate.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 5.5
Based on 30 answers
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.
Shannon Feldpush | TrustRadius Reviewer

Gainsight Customer Cloud

Gainsight Customer Cloud 6.9
Based on 14 answers
Gainsight offers a level of support that I've not experience before. They will work with you to come up with a solution to a problem - or help match you with another client that has a similar setup as you to get their feedback. Also the functionality that we have built within the software works for us. It's 'easy' to use (once you get the hang of it) and our users rather enjoy working in the software.
Anonymous | TrustRadius Reviewer

Usability

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 8.0
Based on 6 answers
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.
Michael Hobley | TrustRadius Reviewer

Gainsight Customer Cloud

Gainsight Customer Cloud 8.8
Based on 12 answers
Gainsight is extremely powerful. That power creates complexity. At the point we are at now, we are comfortable with the tool and we get it. However, it is not easy to grasp at the get go. Even some new features take us time to understand. But as I said, the function and power of the tool are immense and that good outweighs anything that is too complex.
Ben Michael | TrustRadius Reviewer

Reliability and Availability

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 10.0
Based on 2 answers
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.
Michael Hobley | TrustRadius Reviewer

Gainsight Customer Cloud

Gainsight Customer Cloud 8.2
Based on 2 answers
No answer on this topic is available.

Performance

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 7.0
Based on 2 answers
The throttle time for sending emails would vary depending on how many other campaigns were going out that day, which I found inconsistent
Anonymous | TrustRadius Reviewer

Gainsight Customer Cloud

Gainsight Customer Cloud 6.4
Based on 2 answers
There are some times when it can take almost a minute to load some of our reports or the rules engine. Within a rule it can also take time to load the actions as they each load one at a time when scrolling. The ability to scroll without waiting would be ideal
Greg Haugen | TrustRadius Reviewer

Support Rating

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 5.9
Based on 5 answers
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
Joe Sisler | TrustRadius Reviewer

Gainsight Customer Cloud

Gainsight Customer Cloud 8.0
Based on 253 answers
Most of the time the team are very good at being responsive, with the odd occasion I've had to send follow up emails for an update. The team are very good at explaining solutions to an issue and make great use of gifs and images to assist.
Anonymous | TrustRadius Reviewer

Online Training

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 9.0
Based on 2 answers
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.
Michael Hobley | TrustRadius Reviewer

Gainsight Customer Cloud

Gainsight Customer Cloud 5.5
Based on 2 answers
The online videos are very good for basic tasks in the platform, but it isn't very descriptive or helpful trying to make your own specific variables fit the simple example that is typically used. Typically, I'll watch a video, try on my own and still have to get help from support or Customer Success team
Greg Haugen | TrustRadius Reviewer

Implementation Rating

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 7.4
Based on 4 answers
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.
Anonymous | TrustRadius Reviewer

Gainsight Customer Cloud

Gainsight Customer Cloud 6.3
Based on 12 answers
Do your homework before starting - the vast majority of success related to implementation depends on your knowledge of your business, your customers, and your data. The platform can do whatever you want it to do...so be thoughtful about what you are building.Start simple. Validate and adjust for continuous improvement.Think about your data needs early on. Define and document your processes for easy onboarding of new team members.
Beth Power, MBA, CSM, SA | TrustRadius Reviewer

Alternatives Considered

Acoustic Campaign (formerly IBM Watson Campaign Automation)

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). Bluecore and Klaviyo were the front runners at the time, and we came close to moving forward with Bluecore. The pricing model and overall the cost of Bluecore 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 Klaviyo expert and finds that platform very easy to use in comparison-- it might be a better fit for a team of our size.
Anonymous | TrustRadius Reviewer

Gainsight Customer Cloud

Our Salesforce admin is constantly pushing us to adopt more of the features of Salesforce. However, we find that Gainsight is a stronger tool for customization and enhanced interdepartmental communications. Timeline makes it easy to understand where we stand in a customer lifecycle, which is far superior to reviewing an activity history related list in Salesforce.
Anonymous | TrustRadius Reviewer

Return on Investment

Acoustic Campaign (formerly IBM Watson Campaign Automation)

  • 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.
Maureen Kolb | TrustRadius Reviewer

Gainsight Customer Cloud

  • We have increased our NPS overall score thanks to the visibility we have been able to capture by sending the NPS Survey.
  • By using the Customer 360 we have increased the relationship between our Customer Success Executives and our customers.
  • Our employees with visibility of Gainsight have improved their performance thanks to Gainsight's automation in reports and dashboards.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Acoustic Campaign (formerly IBM Watson Campaign Automation)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Acoustic Campaign (formerly IBM Watson Campaign Automation) Editions & Modules

Additional Pricing Details

Gainsight Customer Cloud

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Gainsight Customer Cloud Editions & Modules

Edition
Subscription$200.001
  1. Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.4
Gainsight Customer Cloud
8.5

Likelihood to Renew

Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.5
Gainsight Customer Cloud
6.9

Usability

Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
Gainsight Customer Cloud
8.8

Reliability and Availability

Acoustic Campaign (formerly IBM Watson Campaign Automation)
10.0
Gainsight Customer Cloud
8.2

Performance

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.0
Gainsight Customer Cloud
6.4

Support Rating

Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.9
Gainsight Customer Cloud
8.0

Online Training

Acoustic Campaign (formerly IBM Watson Campaign Automation)
9.0
Gainsight Customer Cloud
5.5

Implementation Rating

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.4
Gainsight Customer Cloud
6.3

Scalability

Acoustic Campaign (formerly IBM Watson Campaign Automation)
Gainsight Customer Cloud
7.3

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