Initially delighted, ultimately disappointed.
October 12, 2022

Initially delighted, ultimately disappointed.

Sheila Ferguson | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Overall Satisfaction with

We used for our SMS marketing -- from signups to opt-in, to segmented broadcast messages, to automated conversations. We used integrations with Shopify, JustUno, Klaviyo, and Gorgias.
  • Our first account manager was responsive
  • Our first account manager was knowledgeable
  • At the time, Emotive features were competitive.
  • After investing many hours to build segmented automated flows, in my experience, the flows did not work and tech support was unable to diagnose them.
  • The responsive team we had was replaced with a new team that was indifferent to our issues. This included our Account Manager and her superior. Customer Support was responsive but unable to correct the technical problems.
  • It appeared the company was experiencing churn. High turnover. Apathy.
  • We initially saw growth in options and sales . Over several months, growth stagnated.
  • Automations
  • Integrations
  • A team committed to your success.
  • Starting with 0, we initially benefitted greatly from the boost SMS marketing provided.
  • The integration with Gorgias was convenient and reduced support time/resources.
Attentive is a full-feature SMS platform with an aggressive growth mindset and culture superior to Emotive.

Klaviyo provides the distinct advantage of a single platform to analyze results and effectiveness for email and SMS marketing. The organization does not have the SMS marketing expertise any SMS-only platform would have.

It is important to note the style of writing email vs. text is distinct.

We initially selected Emotive because of their expertise and intro period money-back guarantee. Our onboarding and first few months were exceptional. Shortly thereafter, organizational changes reduced our access to our account manager, then our account manager left, and it was downhill from that point. The new account manager had no decision-making authority and exhibited little desire to address our issues. (Perhaps because it was futile.) Given the number of hours we invested in developing segmented automation that did not work as designed, we opted to leave.

Do you think delivers good value for the price?

Not sure

Are you happy with's feature set?


Did live up to sales and marketing promises?


Did implementation of go as expected?


Would you buy again?


Given our experience, we hesitate to recommend to anyone. We had a year contract that included a monthly subscription fee and opted to move our SMS marketing to a more reliable platform and service -- despite having to pay for six months of service to fulfill our contract. At no time, did our account manager attempt to honor the promise made by her predecessor to reimburse us for services not rendered. Billing questions arising months after our departure resulted in the same experience of apathy.