Customer.io vs. Wishpond Propel IQ

Talking from the perspective of a marketer at a SaaS with average. 50K email subscribers, Customer IO has been an excellent tool for us. Our requirements include sending users newsletters, marketing emails, and transactional emails, running lead-nurturing campaigns, and more. For a comprehensive use case like ours, CustomerIO is great. While it also has a learning curve, when you have such requirements, it’s worth it. I don’t think CustomerIO is the best fit if you have basic requirements like only weekly newsletter emails.

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It's a great platform if you're looking for something to run contests that provide leads and drive user engagement, but if they also incorporated social media management and scheduling, Wishpond would be a 10 by far. It's definitely worth looking into specifically for running contests throughout the year, for a wide variety of companies and industries.

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• Managing users, attributes and events. You are easily able to modify any user, based on their ID, and add or remove attributes, assign events to them. That makes it very easy to segment later and to assign them to several campaigns based on behavior. Just a warning: this integration isn't so easy (at least it wasn't for us).
• Creating workflows of campaigns is very easy. You can quickly create behavioral campaigns based on attributes, segments and add elements to the workflow. You can send an email, then wait, then send another, then exit the campaign if they converted, etc. The workflow is easy to configure and very powerful for automation.
• We don't use many email templates (we make them in MJML) but it's very easy to add senders, to change templates and in general to test designs.
• Deliverability works very well, at least for us. It sends emails pretty fast and without issues.
• Exporting is very quick and easy. Importing wasn't a feature until recently, but it works well too.
• Seeing activity it's also useful. In general, logs are awesome (be it of a customer, of activity on the site, email sends, etc.).
• We don't use environments, but it might be very useful for a bigger company.

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• Very small learning curve, thanks to wonderful real-time tutorials and help, and drag-and-drop editors.
• Easy to navigate - there are only 3 main sections of the site (content, lists, and emails).
• Excellent customer service. I've always gotten prompt answers to any questions I've had.

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• Price is quite expensive for Premium or once you get into high volumes of contacts.
• Depending on how you'll use it, it may require some help from developers to set up.
• Despite the support being great, you have to email them, there's not chat feature.

• They added keywords to campaigns we'd specifically said not to.
• They should tweak campaigns with a 0.06 ROAS.
• They should provide the services that are promised.

Super intuitive and easy interface to start off with. There are not a lot of guides and the documentation is helpful but not super extensive, but even if you're a little technical, you can easily figure most of the things out by yourself. Everything is super easy to start with and the platform does not overwhelm you with a lot of options, or data.

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My experience with their support team has always been great. Very quick to respond, have an online chat, and are very helpful. They helped me resolve any issues I've had every time in a professional and knowledgeable manner. We've now switched to another tool, and I can't even compare the service level we get there to customer.io

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There is no support at Wishpond. I contacted my project manager's manager over a week ago without a reply. When I responded to the automated 'How is your experience' email saying how awful it was there was no follow-up. When I had trouble and had to escalate things it resulted in some new procedures being put in place that changed nothing and they never checked in to see if things were fixed.

Customer.io was really the first pure, full-featured drip email program on the market and as far as I know, it's still the simplest and best overall for that specific function. SendGrid has also added drip campaign features, but I would seriously evaluate Customer.io against any other drip email provider because they really have all the key elements you need to make it work.

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We choose Wishpond as our first option since we were a startup e-commerce. Klaviyo was a little bit expensive for us and Wishpond really suits pretty well in our budget. Besides, if you don't have so many clients, at a first glance, there are a lot of features that would not be taken advantage of. That is why Wishpond was a better option when we started.

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• Positive impact on the sales side. I'm not sure about the specific ROI (you have to include the designer and the time it takes to set up) but you certainly get back the investment in a few months, once you are able to scale your email marketing.
• Customer experience is way better by having more segmented, contextual and accurate messages sent to them.
• Integration is costly and it will take several days or weeks to be fully achieved. Expect to invest some money on this.

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• Negative google ROI.
• A few conversions in September on paid social then none - negative ROI.
• Between ad spend and Wishpond fees every month is negative ROI. Can’t wait until I can get out of this contract.
• Emails don’t perform as well as my own for open rates or clicks.