Decent for in-app messaging but can be slow to load
March 08, 2016

Decent for in-app messaging but can be slow to load

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Software Version

Evergage Free,Evergage Pro

Overall Satisfaction with Salesforce Marketing Cloud Interaction Studio

We currently use Evergage for our in-app messaging within our software platform, messaging is for hints and tips within each section, as well as for important announcements and reminders. We also used it previously for personalized messaging on our marketing website however our new platform does not support it so we had to drop that side of EG.
  • Segments - we can get really granular in breaking out our users into segments, this is really important to differentiate between a free trial user vs paying customers.
  • Tight integration - we have a lot of fields, including custom, in our app and Evergage allows us to report on and track usage of each.
  • Triggers - We can be very specific about how, when and where messages appear, for example when a user takes an action, or hasn't been active in a certain time frame, etc.
  • something within the system doesn't work well with our own system CSS and that makes creating/editing messages very frustrating in terms of design
  • the system has had a lot of upgrades over the past couple years but it is still very slow and sometimes to the point that it causes mistakes
  • Better communication with our customers re: new features or changes in the system
  • Better visibility into how our customers are using our application
It seems that Evergage is moving more towards the marketing applications such as personalization and tracking, and away from the in-app messaging. This is unfortunate for us because it doesn't work with our web platform.

Using Salesforce Marketing Cloud Interaction Studio

8 - Customer success, sales, marketing, operations
I wasn't here when we implemented but it seems in terms of regular maintenance there is very little required, it's pretty straightforward to use and the support team is great if you have questions or run into any roadblocks. We use it for in-app messaging so I assume that when we first set it up we needed someone with technical knowledge to set up the integration. I did set it up for our marketing site when we used that, and it was really easy - probably only took about 3 minutes total.
  • Customer usage tracking
  • Trial customer usage tracking
  • nboarding messages (in-app)

Salesforce Marketing Cloud Interaction Studio Support

It would be a full 10 except for a couple of times when it took over a week to get a response. Otherwise they are very responsive, very knowledgeable and very helpful. They really have a great team overall, not just support but even account reps are always eager to help and provide ideas and best practices.
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Support understands my problem
Support cares about my success
not sure if it's available

Using Salesforce Marketing Cloud Interaction Studio

See previous comments - very slow, not extremely intuitive to set up campaigns, not really user friendly in terms of figuring out where to go to edit certain settings like who sees it and where it shows up.
Technical support not required
Do not like to use
Unnecessarily complex
Difficult to use
Slow to learn
Feel nervous using
  • Initial set up
  • creating campaigns - takes a long time because the system is slow and "settings" are scattered in various places, not intuitive
  • editing campaigns - very slow, I always dread doing mass updates