103 Ratings
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Score 6.5 out of 100
2 Ratings
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Score 7 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

Higher Logic Communications

Higher Logic is great for email marketing as long as you don't require much customer service or super-precise analytics data. It's easy to use, intuitive, integrates with other platforms, and provides a broad range of analytics and reporting data. But like I said, just be wary that sometimes the analytics are inconsistent. Luckily, we mostly use it to compare mailings and their subject lines and the various stories within our weekly e-newsletters, so we just need more of a broad overview of the data. If you need very specific data that is 100% accurate, then this might not be the platform for you. Also, if you're someone who likes superior customer service, you probably want to avoid this as well. But if you need an easy-to-use platform that will get the job done, then go ahead and give this a try.
Jenna Carpentier | TrustRadius Reviewer

Feature Rating Comparison

Email & Online Marketing

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

Lead Management

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

Campaign Management

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.0
Higher Logic Communications
Calendaring
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.5
Higher Logic Communications
Event/webinar marketing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.4
Higher Logic Communications

Social Media Marketing

Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.3
Higher Logic Communications
Social sharing and campaigns
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.5
Higher Logic Communications
Social profile integration
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.2
Higher Logic Communications

Reporting & Analytics

Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.8
Higher Logic Communications
Dashboards
Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.5
Higher Logic Communications
Standard reports
Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.7
Higher Logic Communications
Custom reports
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.2
Higher Logic Communications

Platform & Infrastructure

Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.9
Higher Logic Communications
API
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.6
Higher Logic Communications
Role-based workflow & approvals
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.0
Higher Logic Communications
Customizability
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.9
Higher Logic Communications
Integration with Salesforce.com
Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.9
Higher Logic Communications
Integration with Microsoft Dynamics CRM
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.0
Higher Logic Communications
Integration with SugarCRM
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
Higher Logic Communications

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

Higher Logic Communications

  • Very thorough: Higher Logic works precisely as advertised and can do many things to provide insight into your membership.
  • Data-driven: Higher Logic gives you a ton of insight into how customers interact with your messages. This is extremely beneficial information if you know how to interpret it.
  • Price: Higher Logic is priced fairly for the features you get.
Brandon Wells, MPA | 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

Higher Logic Communications

  • Customer Service: Maybe we're just unlucky, but we've had very sub-par customer service when dealing with Higher Logic. They've been hard to get in touch with, difficult to schedule meetings with, and when we finally did have a meeting with a representative, she seemed very disgusted to have to be talking with us--and then rushed us off of the call because she had another call immediately afterward (we understand things like this happen, but it was just even more discouraging after an already poor experience).
  • Down Time: The platform seems to be down more often than I'd like it to be. They often have scheduled downtime for system maintenance at off-hours, and this is totally fine. But somewhat often, it seems to be down in the middle of the day when I try to login to create or schedule an email. And it takes a little while (sometimes even several hours) for it to come back up. This is very disappointing when you're trying to get something done (especially when it's time-sensitive) and have to wait around to do it because the system is down.
  • Inconsistent Data: When the analytics and data are correct, it's great! But we've noticed this isn't always the case. There are several different places on the platform that report data, and sometimes they don't match up. Or the percentage data and the raw data numbers don't equal each other and are totally different, so clearly, at least one is incorrect, but how do we know which one it is? Additionally, the numbers on the heatmap are sometimes way different than the numbers in the general data report. We brought this to their attention and they said they were aware of the problem but we're working on other more important things at the moment and would maybe get around to fixing it later (this goes back to the previously mentioned poor customer service). As of a few weeks ago, I thought it was indeed finally fixed, but then again last week we noticed it was back to being inconsistent.
Jenna Carpentier | 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

Higher Logic Communications

No score
No answers yet
No answers on this topic

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

Higher Logic Communications

No score
No answers yet
No answers on this topic

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

Higher Logic Communications

No score
No answers yet
No answers on this topic

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

Higher Logic Communications

No score
No answers yet
No answers on this topic

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

Higher Logic Communications

Higher Logic Communications 2.0
Based on 2 answers
Higher Logic's support is sub-par at best. It can be difficult to get in contact with anyone from the support team, and when you do, it seems as if they don't want to talk to you and don't even have the answers to your questions. Within the past few months, we've contacted them twice and both times have been very disappointing. The first time was to let them know there was an inconsistency between the analytics report and the heat map. They basically said that they already knew about the problem but didn't have any set plans to fix it because they were working on other "more important" things. The second time was for a conference call to go over some additional features that we wanted to implement. And the lady we spoke with seemed very disgusted to have to speak with us and then rushed us off the phone because she had another call.
Jenna Carpentier | 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

Higher Logic Communications

No score
No answers yet
No answers on this topic

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

Higher Logic Communications

No score
No answers yet
No answers on this topic

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

Higher Logic Communications

Higher Logic seems to be a little more powerful of a tool in my opinion, however, MailChimp has a User Interface that is much better. Ease of use definitely goes to them.
Brandon Wells, MPA | 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

Higher Logic Communications

  • Understanding preferences-- Higher Logic helps us tap in to how our members want to hear from us.
  • Data collection-- Since we started using Higher Logic the amount of data we get from our members has increased greatly.
  • Consolidation of tools-- Higher Logic replaced 2 or 3 additional SAAS options being utilized by us. This helped save money!
Brandon Wells, MPA | TrustRadius Reviewer

Screenshots

Higher Logic Communications

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

Higher Logic Communications

General

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

Rating Summary

Likelihood to Recommend

Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.4
Higher Logic Communications
7.0

Likelihood to Renew

Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.5
Higher Logic Communications

Usability

Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
Higher Logic Communications

Reliability and Availability

Acoustic Campaign (formerly IBM Watson Campaign Automation)
10.0
Higher Logic Communications

Performance

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.0
Higher Logic Communications

Support Rating

Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.9
Higher Logic Communications
2.0

Online Training

Acoustic Campaign (formerly IBM Watson Campaign Automation)
9.0
Higher Logic Communications

Implementation Rating

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.4
Higher Logic Communications

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