Iterable is an AI-powered customer communication platform that activates customers across channels in real-time. With intelligent personalization, dynamic content, and a cross-channel suite, Iterable helps brands create seamless, data-driven experiences across email, SMS, push, and in-app notifications.
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Lead Liaison
Score 9.1 out of 10
Mid-Size Companies (51-1,000 employees)
Lead Liaison is a cloud-based sales and marketing automation solution. This solution provides equal focus to sales support with solutions such as a hot-lead dashboard, Buy Signals and a live ticker alert of businesses on the customer's website.
At OneVision, I was brought on to migrate from ActiveCampaign and it was a huge improvement to go to Iterable. Much of the improvement lay in the back end connectivity to databases, which although not directly in my purview, made it easier to work as a team (product & marketing) inside our company.
I think Lead Liaison could work well for new companies without an existing tech stack as you can also use it as your CRM. For a more mature company, especially one with multiple existing platform, I do not think it is worth switching, as all of the features will likely seem inferior to alternative specialist tools, many of which are cheaper, better supported and better integrated
Customer Journey creation - the platform easily creates a visual path for the marketing team to curate messaging based around timing, channel, behavior as well as add split testing logic and exit criteria so we target only the audiences we want.
Customer Success - one of the best teams I've ever had the pleasure of working with. I'm able to move so much quicker because they really create a helpful partnership.
Audience segmentation, the platform is easy to work with even if you're a first time user, they do a great job of visually showing the logic and the and/or/none type rules.
The form customization is perfect. Very easy to use.
The insight we get from the form's (GPS) data is nice as we do not have to mandate fields anymore.
The ability to pass thru a lot of data on the back end works for our process. The internal receiver (customer service or sales reps) of the form data knows exactly what campaign the lead came from, what clinical specialty is tied to the prospect and what product is of interest. All seamlessly.
Insights. I think this is the biggest downfall of Iterable, the insights and analytics area is really not good at all. We have almost stopped using it all together in favour of just using Mixpanel (but now we're paying for 2 platforms). Things we can do in Mixpanel that we can't do in Iterable:
- custom conversion windows
- more scalable reports
- comparing multiple events
- setting up alerts that trigger to slack
Segmentation - building segments and organizing lists that are already built.
- relative dates can be confusing but are a critical piece of building lists
- unable to compare multiple events
- we have a pretty good naming structure for our lists but with so many daily users, no good way to organize them (with labels or folders) and searching for a list requires you to find the exact word we end up re creating dynamic lists each time
- static lists don't show you what rules were used to create the list
- no way to see changes over time
Improved ways of collaborating. There's no way of knowing if other people are editing a list, template, campaign or journey. easy to overwrite each other's work
I've been an Iterable user for about 4 years, at 2 different companies. SinceI started using Iterable I think the number of bugs has increased.
I wish Iterable did a better job testing releases so we're not the ones discovering issues so frequently.
In app message. We've had issues with this tool/channel starting at implementation. It feels like it never made it's way out of beta, despite us paying for it now.
The app team offered to do working sessions with us to understand how we use it day to day and never followed up on that. There have been no improvements to the tool and any time we run into another issue with it (although Jena in support is great) it takes forever to diagnose or we are told the issue cannot be replicated. It just feels like we have constant issues with this tool.
We've actually onboarded to another tool (not ideal for omni channel) for some in app messages because this one has so many downfalls and is so buggy.
Self serve documentation is great when you have an idea of what you're doing but not entirely sure. It is not easy to understand for people who are newer or less well versed in the platform.
Why move from a product that is help grown the speed on Marketing ROI? We see that the dashboards, flexibility and tracking are meeting and exceeding the business needs we had outlined. The support they provide is consistent, available and responsive. They will work with you until your issue is resolved.
One item you did not ask, but should be in around customer support. They do a great job of working with you, training and ongoing questions. Lead Liaison is always available and easy to get answers. The dashboards are great to gain business trends. The social media management is easy and a great way to ensure content is being tracked. The ability to gain tracking code for additional tactics. Our team enjoys the easy access and useability. We work with our clients to make sure they have a tool that we can use to scale for their needs. Lead Liaison makes it easy for us to help clients understand that Marketing ROI is closer to their finger tips than ever before.
Iterable is there like 99.9% of the time. However, when it goes down, it grinds us to a halt. Most of the time, outages are an hour or less, but if that's at a peak time, it can be a nightmare. That said, when the worst does happen, there are frequent updates and an easy situation tracker that give you an estimate of how much longer you'll have to wait for the issue to be resolved.
The API is super quick. The UI can be a little sluggish depending on what you're loading, but overall Iterable performs great. Iterable appears to do a good job of making processes async so that one action isn't blocking another.
I've never experienced any issues with Iterable. As I and my colleagues have learnt the system and it's features, response to questions and advice from our account manager is always quick. Kevin knows the product well, and with the few tricky questions has hasn't been able to answer he's been quick to get back to us.
Lead Liaison has tremendous support. I''ve never gone more than a hour or so without a response. They are quick to understand my request, review the options for solution and deliver the best option with the best outcome. Also, the good part is that I don't need support all the time because the product is so easy.
Any issue with the adoption of the product were on our end. I wish we had the band width to run faster so we can know more faster. Our team enjoys the dashboards and ease of using the product. I know our clients are appreciating the results of the information as well.
I admittedly don't remember much of Klaviyo, as I have become so familiar with Iterable. I definitely prefer Iterable, however. There are so many more features in Iterable and it just feels like a more dynamic and comprehensive experience with more granular data than Klaviyo presented us
I have not used any other product than Lead Liasion. I just recently started using this product and was not aware of the other options. Either way I am looking forward to seeing how far I am able to succeed using Lead Liasion and will continue to use this platform in the future.
We've definitely tested scalability, and it's no line - it works. The process is pretty easy. Most of the times it goes off without a hitch. Any time we do encounter issues, our support team is quick to get on the job and very communicative as they work us through a successful launch.
Deepen the relationship with existing clients AND increase the amount of revenue from clients as this is an added service in addition to our online marketing services.
