Basic - But Not Stable
February 11, 2020

Basic - But Not Stable

Karen Chamberlain | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ClickDimensions

We used the mass email marketing, event participations and webinar surveys, forms and landing pages, and campaign automation. It is very convenient to have this integrated with Dynamics 365 and we wrote many workflows to further share information between the two. We also used the script on our website to track visits and page views.
  • Integration with Dynamics 365.
  • Email editor options, including HTML and Free Form.
  • Support - Tier 1 is inadequately trained, and other tiers are inadequately staffed.
  • Product maturity - The product is not stable and consistent.
  • We experienced data loss on multiple occasions from forms on our website, which impacted webinar attendance and possibly other communications we may not be aware of.
  • Email statistics were not reliable, and these are the foundation of marketing.
We selected ClickDimensions because it integrates with Dynamics 365. We previously used iContact, Survey Monkey, Outlook functionality, and Google Analytics. We went back to all of these after severing ties with ClickDimensions for our company. We continue to support ClickDimensions for some of our clients. We have created a comparison of 15+ email mass marketing tools and will be using this to select our next product.
If you have basic marketing needs this product may work well for you. However, we do not recommend that you choose this product based on the integration with Dynamics 365 as the statistics, the performance, the stability, and consistency will negate the benefits of integration. It performs basic functions and provides many features but other software that performs the same functions is cheaper, especially when you experience intermittent data loss.

ClickDimensions Feature Ratings

WYSIWYG email editor
7
Dynamic content
7
Ability to test dynamic content
8
Landing pages
5
A/B testing
8
Mobile optimization
7
Email deliverability reporting
3
Triggered drip sequences
7
Lead nurturing
3
Lead scoring and grading
5
Data quality management
3
Social sharing and campaigns
8
Social profile integration
3
Customizability
7
Integration with Microsoft Dynamics CRM
9

ClickDimensions Support

You submit a ticket and they will always come back asking for more information. So the next time you try to be proactive and add that information to the original ticket, but then they come back and ask for something else. It gets to the point where you have to believe it is a stall tactic. You ask for more detail into their processes and you get the runaround. 9 times out of ten they will point the finger at Dynamics 365 as the culprit. It is like pulling teeth to get to Tier 2 support and then the questions start all over again, even if you send screenshots.
ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Yes - It came with the package. The training videos onsite are pretty good. They have a blog and you can find answers there, but they rarely clean out old articles and so you have to be careful that you choose the latest articles or you may get a wrong answer. They have certifications available so you can do a deeper dive. The University icon is available from Campaign Automations which is convenient. But regular support is dismal. It is email support, but if you push you can set up a phone call or WebEx support session.
Yes - We worked with higher tier support for over a year to get their Email Statistics accurate and complete. Last we heard there were some defects created but we never heard if they were ever resolved. We learned to take their statistics with a grain of salt. When you run reports and compare them to Google Analytics nothing will match.

Using ClickDimensions

I want to stay neutral. It's not that this product doesn't have appealing features or capabilities, it's that they aren't consistent and stable. So you lose data or your data is not accurate. Or some connection fails and the workflow doesn't trigger as it is supposed to, or the visits or clicks or other metrics contain bad data one month, then the next they're back to normal. This company needs to focus on getting their core product right and not on new features.
ProsCons
Relatively simple
Easy to use
Technical support not required
Well integrated
Feel confident using
Inconsistent
Lots to learn
  • Email Editor.
  • Forms Editor.