Excellent Insights, Intuitive Interface, Mediocre Support
November 24, 2020

Excellent Insights, Intuitive Interface, Mediocre Support

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Adobe Analytics

Adobe Analytics is used across all websites in our organization's 20+ sites, including our company's main website and smaller sites related to training, ecommerce, help, forums, campaign sites and subsidiaries. It helps us gain insights into the efficacy of our customer journeys and to take action to improve our websites. Using the insights, we can determine whether we are on the right track for our goals, whether they are related to demand generation or community-building.
  • Workspace is simple to use and has an intuitive interface that allows users to get insights quickly
  • There are multiple ways to export the data, if that is a requirement
  • User Management is more clunky after it was moved from Analytics to the Experience Cloud
  • Data Feed interface is not intuitive - relies too much on filters instead of showing the job data on the screen
  • By using Adobe Analytics to drive demand for specific products, we have been able to better meet our sales goals in specific channels.
I am relatively new to Adobe Analytics (less than 1 year of use), and it has been a short period for ramp-up. The most complicated part is on the business side - understanding how my company has set up the deployments and figuring out how each sites differ in what is being measured.
The initial emails to Client Care are rarely handled correctly. We very often get brushed-off with just a link to existing documentation on the Adobe website. It isn't until we escalate that we actually get closer to the answers that we need. This can be very frustrating, especially when it is an error or problem on the Adobe side, and not user error.

Do you think Adobe Analytics delivers good value for the price?

Yes

Are you happy with Adobe Analytics's feature set?

Yes

Did Adobe Analytics live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Adobe Analytics go as expected?

I wasn't involved with the implementation phase

Would you buy Adobe Analytics again?

Yes

Adobe Analytics provides an array of variables and measures that allow you to track anything your heart desires on your site. It's reporting interface (Workspace) is user-friendly and has more bells and whistles than competing web analytics solutions. One only needs a short training session to become acquainted with Workspace, and you will be off to the races.