Likelihood to Recommend 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.
Read full review Keap is very good at contact management and automation creation but weaker at email campaign creation. I was particularly interested in a function where when manually entering a new contact, you are then able to email that contact using a premade HTML template. It will currently not do this. There is a workaround, but it is unnecessarily ponderous.
Read full review Pros 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. Read full review Pricing: Keap Max Classic (formerly Infusionsoft) is affordable for nonprofits and small businesses and includes all the automation features we need! Customer Support: Our onboarding and success coaches have been so helpful, taking into account some unique processes we have and finding solutions. Updates: Keap is constantly providing more and better solutions! Read full review Cons 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. Read full review More articles and videos on how to use the various functions of Keap Having representatives designated to certain regions or companies for a point of contact when help is needed More options when building the emails. While the click and drop options can be a plus, they can also be negative because you are limited to image and text sizing and positions Read full review Likelihood to Renew 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.
Read full review We have invested a lot into Infusionsoft and are using it to automate our processes and marketing. Changing CRMs would have a HUGE cost for us and based on our evaluations, the grass isn't greener elsewhere. Infusiosoft fits most of our needs and is slowly getting better each year. Their support is great and we will continue to use them until something much better comes around or our company outgrows a small business CRM.
Read full review Usability 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.
Read full review You do need to spend some time on-boarding and implementing the software in order to have full functionality. We were lucky - we had colleagues at the university with experience with Keap and then hired an intern familiar with the software to get us set up and ready to use it. We've had some functionality issues with it along the way and that has frustrated myself and the other uses in our department.
Read full review Reliability and Availability 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.
Read full review There have been few outages since we became a customer, and when they have technical issues they are typically resolved rapidly.
Read full review Performance The throttle time for sending emails would vary depending on how many other campaigns were going out that day, which I found inconsistent
Read full review OMG, it's all in one and that compromises everything, fundamentally. If you want a race car, invest in a race car. If you want a dune buggy, get that. If you want a boat that floats, go for it.
Read full review Support Rating 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
Read full review Generally, very responsive support for even our more complicated issues. We do have some open issues that we need resolutions on and that I understand are complicated and will take longer to resolve but the open issues are significantly impacting to our business.
Read full review In-Person Training I have been to a number of in-person training sessions over the years with Keap and all of them have been FANTASTIC. They really put a lot of time and effort into these sessions. Staff and facilitators go out of their way to ensure that participants are getting what they need.
Read full review Online Training 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.
Read full review The results of training online are often based on how people learn. The training was great but with feature updates, you just have to get in there sometimes and do it! The training definitely lays a firm enough foundation for you to be successful even if its can't be updated with every feature update.
Read full review Implementation Rating 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.
Read full review Don't let the fear of implementing a new software solution keep you from unleashing the power of automation that Infusionsoft provides. With the right implementation partner, the process can not only be smooth and painless, it can actually help you get a better understanding for how your current communication process can be improved upon.
Read full review Alternatives Considered 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.
Read full review Keap is fast. The learning curve is shorter and they have an academy for learning with videos quite extensive that explain a lot of different scenarios, specially when you need to customize scenarios of automations and segments. Is cheaper if you consider that this services CRM + Mailing don´t come often in one package and the realiability to send mails is quite good.
Read full review Scalability You get a lot of features included, but you don't need to use them all at once to start seeing an effect. When you are ready to use them, they are there. It also scales without costing too much money.
Read full review Return on Investment 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. Read full review Automation has allowed us to be more engaged and invested in our customers by reminding us about birthdays and other important events in their lives so that we can celebrate with them. We lacked the manpower to sell and distribute orders online before setting up the payments and automation features. We now collect $5k+ a week in lost sales through online ordering. List cleaning functionality and engagment settings have allowed us to run a 40-50% email open rate that allows us to create an engaged community around local events and opportunities as well as sales and special offerings. Read full review ScreenShots Acoustic Campaign Screenshots