IBM Marketing Cloud (formerly Silverpop Engage) Ratings & User Feedback

(47) 6.5 of 10

Software Profile & Review Summary

Silverpop Engage, originally an email marketing tool, is now the Marketing Automation foundation for the IBM Marketing Cloud, which is part of the broader IBM Marketing Solutions portfolio. Note that IBM is transitioning away from the name Silverpop Engage. New features of the cloud are the Journey Designer (drag-and-drop visual scheduler of the customer journey), Journey Analytics, Customer Experience Analytics, mobile push messaging, and Universal Behavior Exchange (which allows marketers to connect data across their solutions). Silverpop's scores are generally below the Marketing Automation average, with low scores for overall rating (6.5), “likelihood to recommend” (7.1), “likelihood to renew” (6.4), and usability (5.8), indicating user dissatisfaction. However, ratings are not yet available for attributes like online and in-person training; reviews suggest that online resources, along with other client services, are a main strength of Silverpop. Still, Silverpop scores below the category benchmark for overall support (6.0) and implementation (7.4). This could be a result of the difficulty and complexity of implementing and troubleshooting the IBM marketing ecosystem, as opposed to just Silverpop individually.

*From CrunchBase https://www.crunchbase.com/organization/silverpop and confirmed on Silverpop's LinkedIn profile
**Based on comparisons run by visitors on TrustRadius
***Based on (32) User reviews of Silverpop Engage on TrustRadius
Company Status: Public
Customers: 8,000+ (IBM Marketing Solutions)
Employees: 400,000 (IBM)
Location: Amonk, NY (IBM headquarters)
Founded: 1999 (Silverpop)*
Acquisitions: Acquired by IBM in April 2014. Silverpop's prior acquisitions include Vtrenz in 2007 and CoreMotives in 2012; were both Marketing Automation solutions.*
Integrations: AdStack, Cisco WebEx, Core metrics, KiteDesk, Lyris LM, NetSuite, and etouches Event Management Platform, among others
Most compared to**: MailChimp, IBM Unica, Marketo, Salesforce Marketing Cloud Email
Best fit for***: Customers who prioritize email marketing and want to use Silverpop alongside other IBM marketing solutions.

Silverpop Engage Customer Demographics*

Silverpop Engage customer demographics, including company size, email list size, and B2B or B2C use case.
*Customer demographics data is drawn from user profiles and User reviews of Silverpop Engage on TrustRadius. Data may not be available for all reviewers.

Summary of Silverpop Engage Reviews

Source: (32) User reviews of Silverpop Engage on TrustRadius, (8) written or updated in the last year
Silverpop Engage Pros Silverpop Engage Cons
Email marketing
  • Strong email capabilities reflect the product's legacy as an email marketing platform
User interface
  • Although users have seen positive changes, the UI is still a bit clunky.
Client services
  • While client services have been uneven in the past, many recent reviews describe a positive relationship with their account manager and Silverpop support.
  • Users like the online course offerings for general users, which cater to a range of interests and learning styles. Some said online training may be less ideal for admin users.
Reporting
  • Reporting is generally a pain point in terms of speed, accuracy and flexibility.
Product development
  • Users said Silverpop is constantly improving, and updates are announced and well documented.
Email templates
  • Users said creating and editing email templates was awkward and difficult.
  • Some users said that knowledge of HTML is required, whereas others said they had issues using custom HTML.

Aggregate User Ratings of Silverpop Engage on TrustRadius

Silverpop Engage aggregate ratings in 2016 Marketing Automation Buyer's Guide

IBM Response to Reviewer Feedback

IBM has made significant investment in UI and UX including hiring new talent, conducting extensive Design Thinking training and expanding the beta and UI testing programs. Product capabilities recently released including journey designer reflect the new UI and UX now being rolled out across the portfolio.

IBM provides marketers with a full customer experience analytics suite expanding beyond traditional digital analytics to include customer experience, cognitive and predictive analytics.

To make it easier to design and send emails, IBM released a new editor which offers real time editing, multi-device previews, hyperlink manager which brings back real time thumbnails of all email destination links and responsive templates.