Endless Possibilities for Creating Customer Experience
October 26, 2021

Endless Possibilities for Creating Customer Experience

Senastián Klenovič | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Bloomreach Engagement

I have experience with many CDP tools, but [Bloomreach Engagement's] Exponea is far from other tools. You can make your own data structure and use it for marketing omnichannel communication [and] data analysis with data aggregation/enrichment. There are a lot of other apps/tools for integration. Support is always helpful. It is a little bit pricy, but you can't find an alternative with so many possibilities.
  • Working with custom-tracked data across all platforms (in scenarios, in web layers, reports, dashboards, funnels, etc.), data manipulation, and aggregation. It is very easy to understand the basics of tracking and data storage.
  • Easy to implement. With JS/API knowledge, it is easy to track all customer behavior. The documentation is very well written.
  • Multichannel options, lot of possibilities in scenarios and web layers. You can use personalized push notifications, emails, SMS, MMS and combine them as you wish.
  • Exponea has its own tag manager, which can be good for tracking new events or UX testing on the website - there are a few good templates for this.
  • Coding window in e-mails is small and it doesn't look very good.
  • It will be good if there was [a] coding editor for custom dashboards and reports - this is something that no tool has but it can give [a] lot of new possibilities. You can create really crazy reports with your data but, for example, [miss] correlations.
  • More use cases available in your docs. For example, [a] place where can all clients share their use-cases [so] we can help each other.
  • One of our clients has increased revenue by 500% on average every month compared to last year. It's because they were using only basic newsletters before. We implemented Exponea and created automated, personalized campaigns, and they went from 5K monthly to about 25-40k (only from email channel, attributed by GA).
  • We saw many improvements in the case of conversions with web layers, UX testing, and personalization through Exponea.
  • Some metrics are harder to measure, but overall Exponea brings improvements across many channels.
Ecomail is good for small eCommerce projects, but it is mainly used for e-mail; it has to be stacked with other software for creating models and ribbons (Ecomail has its own forms, but it's not very good). For better traffic control, you need a Zapier license for joining these 2 tools. Ecomail made a huge improvement last year, it has a really good drag-n-drop environment for email creating, it is really easy to work with, but it's far behind Bloomreach Engagement, which is really data-driven. But if you are a small business that wants to start with marketing automation, it is really good for its price. GetResponse is another one: the UI in this tool is a little bit confusing and their options in scenarios are not very good for classic marketing automation sequences like abandoned cart or abandoned browse. I heard a lot of positive feedback, but I didn't like it.
Because of data storage and custom behavior tracking that can be used for marketing communication, you have a lot of possibilities for creating new use cases.
Support is perfect, always helpful and quick.
The process of full implementation can be as short as 1 month, with all campaigns, web layers, and tracking. Or as short as a few days if you want only the basic script on your website and sending newsletters. But I think it depends on many factors.

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Exponea is well suited for mid and large businesses. If everything is done correctly, you can get your database of contacts and really improve your customer journey in a short time. The first part is the integration of Exponea. It's the only JS SDK script tagged [on] your website. You can start seeing page visits and parameters like browser, device, etc. You can add custom events of your choice. If you have a database of contacts and some useful data for personalization, you can create personalized scenarios like an abandoned cart, abandoned browse, or birthday scenarios, which can have good conversion rates. With all [the] data you have, you can create funnels, dashboards, predictions, reports, metrics... a lot of things you see in the documentation. When I first started with Exponea, I had no knowledge of it but I learned everything in 1 month because it's fun and [it's] not hard. If you are into advanced stuff, you can use webhooks in scenarios, add customers to an FB audience, or use recommendation models in emails. The last thing is cookies. Like other tools, Exponea is using a cookie for behavior tracking. There is a lot of news about cookies going away in the next 2 years, but Exponea has [its] own strategies of how to maintain customer experience in a post-cookie world. I think Bloomreach [Engagement] (Exponea) is best for niche eCommerce, where you have a lot of products and interested customers, and businesses with retention goals.