101 Ratings
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Score 6.5 out of 100
Top Rated
256 Ratings
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Score 8.3 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

Salesforce Commerce Cloud

I would recommend Salesforce Commerce Cloud to anyone who wants to provide more personalized shopping experiences to their customers while intertwining other capabilities the ecosystem offers like with Marketing Cloud, Service Cloud, Sales Cloud, etc. There are so many options. You can't dismiss one or use only one! Salesforce's elaborate product offerings exist for many reasons.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Email & Online Marketing

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

Lead Management

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.4
Salesforce Commerce Cloud
Lead nurturing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.6
Salesforce Commerce Cloud
Lead scoring and grading
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.6
Salesforce Commerce Cloud
Data quality management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.8
Salesforce Commerce Cloud
Automated sales alerts and tasks
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.5
Salesforce Commerce Cloud

Campaign Management

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.0
Salesforce Commerce Cloud
Calendaring
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.6
Salesforce Commerce Cloud
Event/webinar marketing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.4
Salesforce Commerce Cloud

Social Media Marketing

Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.3
Salesforce Commerce Cloud
Social sharing and campaigns
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.5
Salesforce Commerce Cloud
Social profile integration
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.1
Salesforce Commerce Cloud

Reporting & Analytics

Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.6
Salesforce Commerce Cloud
Dashboards
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.3
Salesforce Commerce Cloud
Standard reports
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.7
Salesforce Commerce Cloud
Custom reports
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.6
Salesforce Commerce Cloud

Platform & Infrastructure

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

Online Storefront

Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
7.9
Product catalog & listings
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
8.1
Product management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
7.7
Bulk product upload
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
7.8
Branding
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
8.3
Mobile storefront
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
7.4
Product variations
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
7.9
Website integration
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
8.2
Visual customization
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
8.1
CMS
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
7.5

Online Shopping Cart

Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
7.5
Abandoned cart recovery
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
7.2
Checkout user experience
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
7.8

Online Payment System

Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
8.0
eCommerce security
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
8.0

eCommerce Marketing

Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
7.8
Promotions & discounts
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
8.0
Personalized recommendations
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
7.8
SEO
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
7.7

eCommerce Business Management

Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
7.8
Multi-site management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
7.6
Order processing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
8.1
Inventory management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
8.0
Shipping
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
7.3
Custom functionality
Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
7.7

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

Salesforce Commerce Cloud

  • Being a global brand, having a solution that works globally was key. SFCC is particularly good for allowing easily implementations and deployments of global solutions
  • SFCC is a scalable solution which supported our need to roll out global sites quickly
  • The vendor marketplace is used to find vendors and solutions who have pre-existing implementations and code templates, meaning it’s more cost effective to deliver
  • With speed being such a crucial factor these days, SFCC is excellent at optimising performance. Whether it be server capacity around crucial events or a CDN that can deliver pages and content in a balanced and optimal way
  • The SFCC roadmap is impressive. They have been good at understanding client requirements and including solutions to the core platform - i.e Apple Pay or GDPR
Gareth Beer | 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

Salesforce Commerce Cloud

  • The UX within the Business Manager portion of Demandware, the primary interface for marketers, is generally a confusing, inconsistent mess. Particularly infuriating are the lack of consistency for search and sort behavior within the tool.
  • A number of useful features, such as the ability to set schedules or tie features to unique customer segments, have seemingly arbitrary limitations imposed.
  • Demandware's idea of leveraging the community to be a learning resource and a sounding board for new ideas and features is a nice theory, but in practice it doesn't work for businesses with a lot of customization. I'm left with the impression that individual support is not a priority.
William Van Fleet | 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

Salesforce Commerce Cloud

Salesforce Commerce Cloud 7.8
Based on 10 answers
A huge factor influencing our decision to remain on the Demandware platform is that our new parent company is standardizing all its luxury brands in the US on it. We are fortunate. However, even if we had remained an independent company, I believe we would continue on the Demandware platform for all the reasons outlined in this review. I appreciate the stability the platform has provided to our eCommerce site in the last three years as well as the continuous improvements and technological advances being rolled out that will allow us to keep the site fresh, engaging, modern and stable. I've heard many horror stories from colleagues on other platforms who struggle with the expense and complexity involved with making what should be minor and simple changes and updates to their sites.
John Perasco | 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

Salesforce Commerce Cloud

Salesforce Commerce Cloud 8.0
Based on 2 answers
Overall it's going great. Hoping it can reach very good heights soon.
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

Salesforce Commerce Cloud

Salesforce Commerce Cloud 8.0
Based on 2 answers
We have only had one instance where the platform went down in the time we have been using it.
Jeremiah Graham, MBA | 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

Salesforce Commerce Cloud

Salesforce Commerce Cloud 9.0
Based on 2 answers
No answer on this topic is available.

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

Salesforce Commerce Cloud

Salesforce Commerce Cloud 9.0
Based on 6 answers
They are very responsive and a support technician will be assigned quickly. Even if there is further clarification needed for the ticket, or a solution is not immediately available, you feel that someone is there and staying on top of the issue. Most common issues are resolved quickly and satisfactorily.
Peter Kowalczyk | TrustRadius Reviewer

In-Person Training

Acoustic Campaign (formerly IBM Watson Campaign Automation)

No score
No answers yet
No answers on this topic

Salesforce Commerce Cloud

Salesforce Commerce Cloud 8.0
Based on 1 answer
The in-person training was thorough. Trainer was pretty dry, but covered everything really well.
Jeremiah Graham, MBA | 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

Salesforce Commerce Cloud

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

Salesforce Commerce Cloud

Salesforce Commerce Cloud 8.0
Based on 4 answers
Implementation went fairly smoothly.
Jeremiah Graham, MBA | 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

Salesforce Commerce Cloud

SAP is the worst program I have ever used. Salesforce is the modern and better alternative. Scalability, reliability, customer service. We had to have our own outside team to handle SAP issues all the time. Honestly, this is why we made the switch. Customer support for Salesforce is amazing. SAP looks like it came out of 1999
Michael Diaz-Suarez | 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

Salesforce Commerce Cloud

  • I believe that with the team that we have in place, that we are able to work within the nuances of what Demandware presents, and it has allowed us to definitely improve our product merchandising plan. It has also given us some tools that allow our sales agents to provide the best customer service.
Kevin Daniele | TrustRadius Reviewer

Screenshots

Salesforce Commerce Cloud

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

Salesforce Commerce Cloud

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)
5.0
Salesforce Commerce Cloud
8.8

Likelihood to Renew

Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.5
Salesforce Commerce Cloud
7.8

Usability

Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
Salesforce Commerce Cloud
8.0

Reliability and Availability

Acoustic Campaign (formerly IBM Watson Campaign Automation)
10.0
Salesforce Commerce Cloud
8.0

Performance

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.0
Salesforce Commerce Cloud
9.0

Support Rating

Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.9
Salesforce Commerce Cloud
9.0

In-Person Training

Acoustic Campaign (formerly IBM Watson Campaign Automation)
Salesforce Commerce Cloud
8.0

Online Training

Acoustic Campaign (formerly IBM Watson Campaign Automation)
9.0
Salesforce Commerce Cloud

Implementation Rating

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.4
Salesforce Commerce Cloud
8.0

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