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Great product, Support is almost there
Updated April 04, 2023

Great product, Support is almost there

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Bloomreach Commerce Experience Cloud

We are using Bloomreach as our main search tool, where we rely on machine learning to improve the quality of our search results and to propose the right filters to the users, based on the usage of these filters. We are currently exploring further how we can improve our cross-sell and upsell with Bloomreach, so far, the results are looking promising. Due to an outdated non-standard legacy webshop platform, we've struggled a bit to feed the Pixel accurately, but as we're now live, we already see drastic improvement.
  • Product suggestions
  • Search
  • filtering
  • Pixel implementation needs more hands-on support
  • Ranking diagnostics should be even more transparant
  • Global synonym dictionnary is not really applicable for very technical B2B markets
  • When compared to the previous search engine, the results were different. Not wrong, but different. Prepare for a change management trajectory.
  • We see an increase in online average order value since we switched plaforms. We started from scratch with our new platform, but our search engine has leaped forward so we're convinced part of that growth is due to improved search.
Our experience with technical support has been great. Business support could be improved though. There are missed opportunities in helping the Bloomreach customer move forward on taking the next step of the implementation. Answering questions is always correct, but we would be happy to have a more proactive approach.
The setup of the search engine itself and its databases was done by the technical team, so I can't comment on that, although I suppose that was quite fast. I handled the setup for the Pixel and I feel like this solution would be very easy to implement if you have a site that's using best practices in using the data layer, Tag Manager, etc. We had an outdated legacy webshop with only custom code and that was less straightforward. This is an area we would have liked a bit more proactive support. My advice: reach out to Bloomreach and set up some time with a technical consultant, it will be worth your investment.
We're not at this stage yet. For now, we're not using segmentation based on customer traits. Current segmentation is based on the customers selected retail store so we can boost products that have stock in that location. Future segmentation is planned around the customers activity to interpret search queries differently (for example gloves for a janitor are not the same as for a construction contractor)
The machine learning abilities of Bloomreach had us convinced that this was the right product for us.

Do you think Bloomreach Commerce Experience Cloud delivers good value for the price?

Yes

Are you happy with Bloomreach Commerce Experience Cloud's feature set?

Yes

Did Bloomreach Commerce Experience Cloud live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Bloomreach Commerce Experience Cloud go as expected?

I wasn't involved with the implementation phase

Would you buy Bloomreach Commerce Experience Cloud again?

Yes

Search and filtering is great. We also noticed the speed of the system is great when we ping the API directly. A global synonym database is less suited for technical B2B markets, as it is based on lots of B2C products, such as shoes, clothing, furniture, decor

Bloomreach Commerce Experience Cloud Feature Ratings

Evaluating Bloomreach Commerce Experience Cloud and Competitors

Yes - Bloomreach has replaced our legacy search engine. It was replaced because it lacked configurability by our business team. The thing that sold Bloomreach to us was their machine learning algorithms.
  • Product Features
Machine learning was one of the most important factors for us.
Go more in depth on the required steps and plan out the trajectory to a succesful implementation.

Using Bloomreach Commerce Experience Cloud

Overall a good experience, but some of the features in the backend could use a review of the UX. For example on sites that will use multilanguage, there are often multiple places on the same page where you need to set the language parameter.

Bloomreach Commerce Experience Cloud Reliability

The solution in itself is scalable, there's no doubt.
However, the way Bloomreach is solving some of our requests has led to a dramatic increase in the number of objects (similar to products) and so the licencing would go up. So while the service is scalable it was originally budgeted for a given amount of products and while that number of products hasn't changed, the amount of objects and catalogs has changed because of the way we want to search in additional fields.
The uptime of the service has been excellent at 99.94%.
The search API is very fast (150ms), even considering we have nearly 2 million products in our catalog. The console pages where you do your configuration, add ranking rules and synonyms are sometimes a bit slower to load, but your customer would not notice any of that. The reports pages are also not the fastest, but definitely okay.