Strong account management and testing opportunities power this tool
March 19, 2018

Strong account management and testing opportunities power this tool

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Certona (legacy)

Overall Satisfaction with Kibo Personalization, powered by Monetate & Certona

It is being used mostly by the digital department in terms of deployment, testing, and reporting, however, merchandising and executive teams also receive reports and information from this product. The key use of this tool is personalization and testing across the website.
  • Extensive testing opportunities with specifically dedicated resources on Certona's side
  • Account management is very committed to finding areas of opportunity and improvements
  • The strength of the algorithm used to drive personalization
  • Ability to create in-depth product reporting
  • User portal can be slow, especially with larger reports
  • While support is usually quick to resolve issues, new implementation can be held up in a queue for long periods of time
  • Direct positive impact on total demand, as measured by the response rate of customers interacting with recommended products
  • Strong return on visual search product, which gives customers more views of the product during the search process
Certona offered better pricing, a stronger data-based experience and algorithm-derived solution, and a better account management experience (based on customer feedback). Although the interface/portal for some of the other competitors was a little more user-friendly, we ultimately decided that it was worth compromising slightly on that aspect to get a product that was more robust overall.
Well-suited for companies that have a wide breadth of products or services to offer. For companies that want to personalize large amounts of the customer experience, Certona is well-suited. If you are only looking to do small amounts of personalization or do relatively non-complex personalization, Certona may be a bit pricier than is needed.