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OutboundEngine: Lots of Promise, Short on Deliverables
May 24, 2021

OutboundEngine: Lots of Promise, Short on Deliverables

Steven Benson | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with OutboundEngine

I purchased OBE to help with lead generation. They offered websites, email campaigns, and social media posts. I was looking for help in two areas: keeping in touch with my existing customers and finding new ones.
  • Bi-monthly newsletters.
  • Social media postings.
  • Monthly meetings with my account manager.
  • Problem resolution
  • Quality assurance
  • Willingness of management to talk with customers.
  • Lead generation of new customers, past 10 months haven't had one.
  • Positive: Kept my name in front of previous customers.
  • Negative: No new customers.
  • Negative: Newsletters very general, not focused on needs of my personas.
  • Positive: I can create custom newsletters for my personas.
  • Negative: ROI -59% (based on gross profit).
OBE has automated emails, that are industry-specific, so I don't have to create them. On the surface, this is a plus, but my lead generation results have been very poor. Started writing my own emails, now the advantage from OBE is gone. OBE has social media posts, this is a time saver for me, but the only result has been more exposure; nothing tangible to show for it.

Do you think OutboundEngine delivers good value for the price?

No

Are you happy with OutboundEngine's feature set?

No

Did OutboundEngine live up to sales and marketing promises?

No

Did implementation of OutboundEngine go as expected?

Yes

Would you buy OutboundEngine again?

No

1. Repeatedly reported issues in newsletter layout. After no action, we copied the complaint to CEO and other executives and never heard from anyone. We made a second request and heard from the manager of Customer Support.
2. We found pricing errors on items in the catalog. Verified pricing didn't match listed pricing on suppliers website and we were unable to get anyone to take my issue seriously and with a sense of urgency.
3. They have a process where you email customer service and then someone responds. This system works well for routine issues, but if you need help urgent help, good luck!

OutboundEngine Feature Ratings

5.7
Mobile optimization
7
Email deliverability reporting
5
List management
5
7.0
Automated sales alerts and tasks
7
Campaign Management ()
Not Rated
5.0
Social sharing and campaigns
5
Reporting & Analytics ()
Not Rated
Platform & Infrastructure ()
Not Rated

Using OutboundEngine

1 - As owner, I alone use software.
1 - owner
  • Industry specific
  • Lead generation
  • Social media posts
  • Email marketing
  • Custom newsletters
  • None at this time.
The biggest issue is poor ROI. The second biggest issue is rigid customer service process, lack of a sense of urgency, and inability to reach out to upper management with issues.

OutboundEngine Support

They have a standard process for support. If problems needing attention can be handled through their system, all is good. BUT they have no sense of urgency in helping and mid to upper management will not speak to a customer.
ProsCons
Problems get solved
Quick Initial Response
Slow Resolution
Poor followup
Less knowledgeable
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Yes. Referrals, but haven't had it long enough to determine value
Yes - no
Some individuals have provided exceptional support on monthly calls.

Using OutboundEngine

Most of what I need to do is automated, so it is pretty easy. The have both laptop and app programs so I have access 24/7. They email updates and use voice meetings. All easy to use.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Quick to learn
Convenient
Familiar
Not well integrated
Inconsistent
  • email campaigns were done, only had to review and approve
  • social media done for me, too. Really nothing needed from me.
  • pre-written emails, click to use, for follow-up.
  • Very poor integration. not all app feature on laptop and vise-a-versa
  • Unable to provide anything but standard reports, nothing custom
  • Catalog pricing didn't match supplier's website
  • data on website could not be added to spreadsheet reports
  • firewall between customer and upper management. contact limited to customer service`
Yes - Some data on app not available on laptop and vice-a-versa. App really is a true substitute for what can be done with laptop.