101 Ratings
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Score 6.5 out of 100
Top Rated
64 Ratings
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Score 8.5 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

Khoros Care (Formerly Spredfast + Lithium)

I highly recommend Khoros SMM for large social customer service teams or organizations that are looking to build/grow their teams. The use of automation to route inbound posts to appropriate work queues allows us to let the system do much of the routing work for us, allowing our Representatives to focus on providing timely responses to our Customers.
Rob Hahn | TrustRadius Reviewer

Feature Rating Comparison

Email & Online Marketing

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.1
Khoros Care (Formerly Spredfast + Lithium)
WYSIWYG email editor
Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.2
Khoros Care (Formerly Spredfast + Lithium)
Dynamic content
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
Khoros Care (Formerly Spredfast + Lithium)
Ability to test dynamic content
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.5
Khoros Care (Formerly Spredfast + Lithium)
Landing pages
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.1
Khoros Care (Formerly Spredfast + Lithium)
A/B testing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.2
Khoros Care (Formerly Spredfast + Lithium)
Mobile optimization
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.4
Khoros Care (Formerly Spredfast + Lithium)
Email deliverability reporting
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
Khoros Care (Formerly Spredfast + Lithium)
List management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.2
Khoros Care (Formerly Spredfast + Lithium)
Triggered drip sequences
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.2
Khoros Care (Formerly Spredfast + Lithium)

Lead Management

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.4
Khoros Care (Formerly Spredfast + Lithium)
Lead nurturing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.6
Khoros Care (Formerly Spredfast + Lithium)
Lead scoring and grading
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.6
Khoros Care (Formerly Spredfast + Lithium)
Data quality management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.8
Khoros Care (Formerly Spredfast + Lithium)
Automated sales alerts and tasks
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.5
Khoros Care (Formerly Spredfast + Lithium)

Campaign Management

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.0
Khoros Care (Formerly Spredfast + Lithium)
Calendaring
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.6
Khoros Care (Formerly Spredfast + Lithium)
Event/webinar marketing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.4
Khoros Care (Formerly Spredfast + Lithium)

Social Media Marketing

Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.3
Khoros Care (Formerly Spredfast + Lithium)
Social sharing and campaigns
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.5
Khoros Care (Formerly Spredfast + Lithium)
Social profile integration
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.1
Khoros Care (Formerly Spredfast + Lithium)

Reporting & Analytics

Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.6
Khoros Care (Formerly Spredfast + Lithium)
Dashboards
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.3
Khoros Care (Formerly Spredfast + Lithium)
Standard reports
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.7
Khoros Care (Formerly Spredfast + Lithium)
Custom reports
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.6
Khoros Care (Formerly Spredfast + Lithium)

Platform & Infrastructure

Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.3
Khoros Care (Formerly Spredfast + Lithium)
API
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.5
Khoros Care (Formerly Spredfast + Lithium)
Role-based workflow & approvals
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.0
Khoros Care (Formerly Spredfast + Lithium)
Customizability
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.9
Khoros Care (Formerly Spredfast + Lithium)
Integration with Salesforce.com
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.2
Khoros Care (Formerly Spredfast + Lithium)
Integration with Microsoft Dynamics CRM
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.0
Khoros Care (Formerly Spredfast + Lithium)
Integration with SugarCRM
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
Khoros Care (Formerly Spredfast + Lithium)

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

Khoros Care (Formerly Spredfast + Lithium)

  • The tool is extremely user friendly which has been so important for us. Our community manager roles are relatively high turnover and being able to train both agents and experts quickly and easily is so beneficial.
  • Adding or removing tags is very easy and gives us the flexibility our organization needs to constantly update what we are reporting on.
  • The expert function gives the team the ability to resolve a case in one place, making the process far more efficient.
  • Templates are really easy to add, which is again very important for an organization of our size. Having templates that are easy to search for and add is another function driving efficiencies for us.
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

Khoros Care (Formerly Spredfast + Lithium)

  • Current integration with LinkedIn and Youtube is relatively limited. It will be great to see this improved.
  • After being named one of Facebook Messenger's development partners, the ability to identify CSAT easily through Khoros is eagerly anticipated.
  • Ongoing training for agents and supervisors would be welcome, to gain insights on how to best use the tool.
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

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 6.8
Based on 6 answers
We just renewed our contracted with Khoros and committed to a two-year agreement instead of a one-year agreement. This speaks to the confidence we have in the product and the employees who create the feature enhancements. This is one of the few companies that allows engineers or management teams to speak right to the customer without going through their sales rep or company contact. The innovation that comes out of this group is nothing short of amazing. We had a special project that we needed to have completed for the SOCHI Olympics and sure enough, Khoros was up for the task. They created an early warning system that is now being used throughout the company. I am extremely happy with the product and firmly believe you would be too if you gave them a chance. They truly understand multiple setups and business needs and functions.
Bill Gerth | 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

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 7.6
Based on 5 answers
The ability to auto tag, manually tag, make notes, and "snooze" posts is extremely helpful. The efficiency of the work flow for agents is also a huge plus. It keeps agents moving quickly and prioritizing responses for the cases that need it most.
Anonymous | 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

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 9.0
Based on 2 answers
Anonymous | TrustRadius Reviewer

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

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 9.0
Based on 2 answers
Anonymous | 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

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 4.6
Based on 8 answers
If you talk to anyone who uses Khoros, they will tell you that since the company merger, their support has tanked. They do not know how to move quickly to get resolutions, and they often tell you it will be fixed in up to 8 weeks. I have had outstanding issues since April of 2019 that were never address and are still affecting our reporting. I even met with the head of the support team at their conference back in September and he also stopped answering my emails when I followed up. It is honestly very disheartening. A prime example of when they had their cyber hack event at the end of January 2020: they did NOT alert their clients to why Khoros was down and we only found out when we could not access the site. It was a very frustrating experience and they were not transparent enough when the incident happened. I know this turned a lot of users to other platforms as the trust was broken
Anonymous | TrustRadius Reviewer

In-Person Training

Acoustic Campaign (formerly IBM Watson Campaign Automation)

No score
No answers yet
No answers on this topic

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 9.0
Based on 2 answers
The team received training (from the same executive team member who has been supporting us) over the web and this was of very high quality.
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

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 7.3
Based on 1 answer
No answer on this topic is available.

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

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 4.6
Based on 7 answers
I was very satisfied. It was very smooth as they know what they are asking for. The requirements gathering was smooth. It was a short cycle. Deployment just took a couple of weeks.

After doing a deployment and a release, my recommendations would have been to mine more of our tags, words that I’m looking for, i.e. to pull in a bigger vocabulary from our historical cases of searchable words and phrases. When we eventually did this, it made the system run so much better. We just sucked it out of old cases and run a report which dumps into spreadsheet
Anonymous | 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

Khoros Care (Formerly Spredfast + Lithium)

Hootsuite, Sprout social were two tools we had used previously - they were certainly manageable for smaller-scale social media support, however, were largely no-frills and did not offer the level of depth in integrations and analytics that Khoros did. Workflow was also not up to scratch from an enterprise perspective.
Liam Woods | TrustRadius Reviewer

Scalability

Acoustic Campaign (formerly IBM Watson Campaign Automation)

No score
No answers yet
No answers on this topic

Khoros Care (Formerly Spredfast + Lithium)

Khoros Care (Formerly Spredfast + Lithium) 6.6
Based on 4 answers
Social media teams can range from small or large teams. But one thing that is consistent is that social media professionals get asked to do a lot. Having a tool that helps your team, no matter the size is very beneficial. It'll grow with you and allow you to further develop your company's social media.
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

Khoros Care (Formerly Spredfast + Lithium)

  • Khoros has had a massive impact on our Social Support strategy. There's nothing like it that we've seen out there that comes close to the capabilities that this platform has. It is an extremely robust and powerful tool which is always growing.
  • We've been able to reach more customers quicker on Social and listen to more content than before using Social Web. This greater reach has had a profound impact on our customer behavior with many choosing to use Social as a first point of contact. Growth in certain channels such as Twitter, as a result, has been exponential.
  • Like many businesses we measure a lot of data, specifically focussing on NPS and how easy it was to achieve your goal. This approach is enhanced by the data that Khoros gives us as an organization, allowing more effective quality monitoring, development, and reviews to take place within the teams.
Robert Thomson | 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

Khoros Care (Formerly Spredfast + Lithium)

General

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

Rating Summary

Likelihood to Recommend

Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.0
Khoros Care (Formerly Spredfast + Lithium)
8.0

Likelihood to Renew

Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.5
Khoros Care (Formerly Spredfast + Lithium)
6.8

Usability

Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
Khoros Care (Formerly Spredfast + Lithium)
7.6

Reliability and Availability

Acoustic Campaign (formerly IBM Watson Campaign Automation)
10.0
Khoros Care (Formerly Spredfast + Lithium)
9.0

Performance

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.0
Khoros Care (Formerly Spredfast + Lithium)
9.0

Support Rating

Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.9
Khoros Care (Formerly Spredfast + Lithium)
4.6

In-Person Training

Acoustic Campaign (formerly IBM Watson Campaign Automation)
Khoros Care (Formerly Spredfast + Lithium)
9.0

Online Training

Acoustic Campaign (formerly IBM Watson Campaign Automation)
9.0
Khoros Care (Formerly Spredfast + Lithium)
7.3

Implementation Rating

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.4
Khoros Care (Formerly Spredfast + Lithium)
4.6

Scalability

Acoustic Campaign (formerly IBM Watson Campaign Automation)
Khoros Care (Formerly Spredfast + Lithium)
6.6

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