Customer.io Reviews

13 Ratings
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Score 9.4 out of 100

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Reviews (1-6 of 6)

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September 11, 2020
Joel McLean | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Customer.io at First (now part of RE/MAX) to manage all of our communications with customers—primarily email and push notifications, but also SMS messages.
  • Workflow building and management.
  • Extremely flexible and integrates easily with other services.
  • Solid email builder.
  • Webhook makes it easy to send and receive data in event-driven contexts.
  • Support for liquid makes highly detailed personalization possible in every message.
  • Push notifications are very rudimentary. Everything has to be done by hand unless you're sending an extremely simple message.
  • A bit too email centric.
  • Lacks an ability to schedule messages on a daily, weekly, etc. basis.
Customer.io is great for teams that want to deliver highly personalized messages to the right people at the right time.
Read Joel McLean's full review
March 13, 2020
Mike Koolwijk | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Customer.io is a great tool to get started with getting your marketing to the next level. It keeps the customer base up to date with API connections, and segmentation is made easy. So it's really easy to build flows/drip campaigns to specific groups (automated).
Training customers with this tool is also easy, people who are not tech savvy catch up quick. It's really easy to use and fun to build.
  • Ease of use, a good tool for non programmers, or not so tech savvy people.
  • Great support, willing to help a lot, by chat, calls, or screen sharing.
  • Fast updates, it's a newer tool, but they are coming with fixes and updates fast.
  • Better visual automation builder, they are a little behind here.
  • Automate reports, I would love to see this.
If you want to run a fast test campaign for let's say a new product, or collect data really fast and turn those in easy segments to communicate in a better way. Then go for it, it's so easy and fast to set up a customer communication stream, that it's also great for testing smaller campaign. Most of the time the hold back would be time + setup to do this. Not with Customer.io.
Read Mike Koolwijk's full review
February 12, 2019
Santiago Valdés | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are using Customer.io in the Marketing and Customer Experience departments.

For marketing, we are using it for two things: sending newsletters (massive) and triggered campaigns, that means, based on behavior or attributes of our users.

In the case of customer experience, we use them based on behavior. For example, if someone gives us an NPS of 10, we send them an email thanking and inviting them to share their testimony.

Basically, it solves our email issues with the scalability it provides based on their attributes and events engine.
  • 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.
  • Data collection is a very weak part of Customer.io.
  • You can't export data. You can't see it in any other way except the one they provide... definitely don't expect to rely only on their data because it's poor and can't be segmented.
  • A/B testing could be better. You could use multivariate tests and you should be able to track which parts of the email you sent are most clicked, and so on.
  • Onboarding isn't easy. Sending pageviews every time with the ID is very useful but not very easy to achieve, at least for a smaller company. Docs help but are extremely technical. I think it would be useful to have a friendlier or even an integration team for smaller/less technical teams.
  • Integrating with other APIs for sending special content. For example, trying to send personalized emails to customers based on previous purchases isn't easy to achieve at all.
If you have a very small database of people, then probably the whole integration isn't justified. If you have a small business and don't plan to scale much, don't do it. It will be expensive for what you can get elsewhere (Mailchimp).
If you want a scalable and powerful platform, that will take some time to pay off, and you can wait, then do it. Once you get integrated and start sending events and attributes, the things you can do are almost limitless.
Read Santiago Valdés's full review
June 23, 2017
Sean Anderson | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Customer.io was used for our drip email campaigns. A drip email campaign is a bit more complicated than a regular newsletter campaign: drips are an automatic series of emails that go out, and can change based on different behaviors. We used Customer.io ever since they first launched and found their system the easiest and most feature-rich for this type of campaign.

We were able to send out dynamic series based on whether new clients were actively using certain features of our own software -- so we could send the right emails based on behaviors our clients or prospects took using our system. This made our engagements more useful, personalized, and effective.
  • Drip emails
  • Analytics and reporting
  • Integrations and API access
  • Reporting could be more customizable -- for example, seeing breakdowns of analytics by cohorts took a little bit of finagling
Customer.io is perfect for drip email campaigns, meaning any scenario where you need to send a series of emails to a certain client. Ideal for engaging new prospects, maybe ones on a free trial for your own product, or for upselling clients based on their activity on your own site or their engagement with your own products. Also ideal for onboarding and tutorials/training emails.

It's perfect if you want your email series to change dynamically based on customer engagement: for example, let's say you get a new client and want them to complete 3 key steps to register with you. If they take Step 1, but not Step 2 and 3, you don't want to email them asking to do Step 1. So Customer.io would automatically skip your "Step 1 Email" and move on to Step 2 and 3.

It's also excellent for A/B testing, so you can optimize whatever you're using it for.
Read Sean Anderson's full review
August 01, 2017
Ted Bennett | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Customer.io to automate all our email campaigns. I personally use it to trigger auto-messages for trial users signing up. It's all about urgency and timeliness when replying/messaging a new user and Customer.io allows me to do that hands free and automatic. The tool is addressing the problem of urgency and needing to be always available by allowing us to automate our email messaging.
  • Integrate with our existing tools
  • Trigger emails based on events
  • Automating our email drip campaigns
  • Time based/triggered emails for new users signing up
  • I may be missing it in the UI, but a place to see the list of emails who qualify for a certain email.
  • One easy to view chart of all our automated/lifecycle emails to see what a given user would see over their customer journey. (This is really just a feature request/idea - the product itself is really awesome.)
A few specific scenarios where Customer.io is well suited would be attempting to scale your email campaigns, personalize and trigger emails based off of events from your system. Companies who use Segment and other third party tools would be well suited as Customer.io integrates super easy with other tools.

Where Customer.io is not as well suited would be an environment where each lead/customer requires a personalized email/attention. Customer.io is designed to help you scale, but if you are just writing one off emails you might like another tool.
Read Ted Bennett's full review
August 16, 2018
Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use customer.io for B2C email marketing, specifically automatic and personalized triggers. It's use by marketing and sales primarily. It helps us communicate with customers and provide real-time and personalized information in a fast and automated way. For B2C companies, Customer.io is probably the best email product out there for high volume communication.
  • Automatic email triggers
  • Customization
  • Deliverability
  • HTML editor
  • Integrations
  • Mobile app
Customer.io is great if you're a B2C company, or you have to send out lots of automated / triggered emails based on customer behavior. If you want more advanced automation workflows (e.g. B2B marketing) then you might want to look for a different product. Either way Customer.io is a great email tool.
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Customer.io Scorecard Summary

Feature Scorecard Summary

WYSIWYG email editor (6)
6.6
Dynamic content (6)
8.5
Ability to test dynamic content (6)
8.5
A/B testing (6)
7.9
Mobile optimization (2)
10.0
Email deliverability reporting (11)
7.8
List management (2)
10.0
Triggered drip sequences (6)
9.6
Dashboards (6)
5.5
Standard reports (6)
5.3
Custom reports (1)
7

What is Customer.io?

Customer.io allows small to mid-size B2B and B2C companies to send triggered or segmented, contextual marketing or transactional (e.g. payment receipts) emails. Customer.io supports A/B Testing, timed messages, multi-touch automated email campaigns based on a trigger event or segment membership (or both), and the requisite conversion tracking to capture what worked. Segmentation assimilates information from events, profile data, message activity, and page views to locate the best customers who are profiled in detail.

Customer.io offers a free, 30-day trial, and pricing starts at $150 for 12,000 profiles. Beyond this, Customer.io has tiered pricing through 50K profiles - and offers annual contracts starting at $1,000 a month

Customer.io Features

Email & Online Marketing Features

Has featureWYSIWYG email editor
Has featureDynamic content
Has featureAbility to test dynamic content
Has featureA/B testing
Has featureEmail deliverability reporting
Has featureTriggered drip sequences

Lead Management Features

Has featureLead nurturing
Has featureData quality management
Has featureAutomated sales alerts and tasks

Reporting & Analytics Features

Has featureDashboards
Has featureStandard reports
Has featureCustom reports

Platform & Infrastructure Features

Has featureAPI
Has featureRole-based workflow & approvals
Has featureCustomizability
Has featureIntegration with Salesforce.com
Has featureIntegration with Microsoft Dynamics CRM
Has featureIntegration with SugarCRM
Additional Features
Has featureAPI Triggered Messages
Has featureRole-based permissions
Has featureNewsletters
Has featureWebhooks
Has featureSlack integration
Has featureUrban Airship integration
Has featureTwilio SMS integration
Has featureZapier integration
Has featureCustom DKIM, SPF
Has featureTimezone sending
Has featureOptional dedicated sending IP
Has featureMultiple sending workspaces
Has featureConversion tracking

Customer.io Video

Visit http://customer.io/product-demo to watch Customer.io video.

Customer.io Integrations

Zapier, Twilio Programmable SMS, part of Twilio CPaaS, Slack, Twilio SendGrid Email API, part of Twilio SendGrid, Mailgun, Airship (formerly Urban Airship), Mailchimp Transactional Email (Mandrill)

Customer.io Competitors

Customer.io Pricing

  • Has featureFree Trial Available?Yes
  • Does not have featureFree or Freemium Version Available?No
  • Has featurePremium Consulting/Integration Services Available?Yes
  • Entry-level set up fee?Optional

Our basic plan starts at $150 a month and includes 12,000 profiles and up to a million messages. Our premium plan starts at $1,000 a month with an annual contract, dedicated CSM, and much more.

Customer.io Customer Size Distribution

Consumers
0%
Small Businesses (1-50 employees)
60%
Mid-Size Companies (51-500 employees)
35%
Enterprises (> 500 employees)
5%

Customer.io Support Options

 Free VersionPaid Version
Email
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

Customer.io Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No