Good personalization tool
March 11, 2016

Good personalization tool

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

Software Version

Evergage Free,Evergage Pro

Overall Satisfaction with Salesforce Marketing Cloud Interaction Studio

We use evergage to personalize customer experience and show them contextual ads or products they can use. We also use it to build customer profiles and make recommendations to them so they have better experience with our products.
  • Building Customer profile e.g. also customer about there business needs
  • Contextual Ads
  • Banners & interstitials
  • It is not very easy to use for a marketer. You need a dedicated technical guy to use it
  • UI/UX can be improved
  • Support response can be improved
  • Improved customer engagement
  • Reduced time to execute caimpaigns
Monetate. We are using both Monetate and evergage. Evergage is being used more on the control panel side.
If you have a technical dedicated user then I would recommend it. It's a personalization tool, but the user cannot be just any marketer.

Using Salesforce Marketing Cloud Interaction Studio

You need to be lil technical. You need to know basic HTML
  • Contextual ADs
  • Customer profiler
  • Banners
  • Reduce support calls
  • Improve personaliztion
  • Cross selling products
  • Improve customer engagement
  • Improve NPS
  • Customer help me modals
  • Improve sales
  • Reduce churn & customer support
We use it often to improve customer engagement

Evaluating Salesforce Marketing Cloud Interaction Studio and Competitors

  • Price
  • Product Features
  • Product Usability
How quickly somebody can use the product to improve customer personalization and engagement.
I 'll probably look for a product that is more easy to use and more intuitive.

Salesforce Marketing Cloud Interaction Studio Implementation

It took descent amount of time to get it implement but it was done correctly.
Change management was a small part of the implementation and was well-handled

Salesforce Marketing Cloud Interaction Studio Training

  • In-person training
  • Self-taught
Training program is not very well established. There is very little documentations. More often than not it's in-person training. I wish there were more video tutorials so that somebody can learn the system quickly. Their documentation is very much like an RFP. Long and very technichal. They should definitly improve on this area.
It's is very complex without inperson training. It is not intuitive at all.

Salesforce Marketing Cloud Interaction Studio Support

Response time is slow. Have to repeat requirements multiple times.
Good followup
Problems get solved
No escalation required
Support understands my problem
Not kept informed
Difficult to get immediate help
Slow Initial Response
We have premium support
We wanted to build a customer profile tool. System was not built for that find of functionality but they helped us build a profiler.

Using Salesforce Marketing Cloud Interaction Studio

It is not easy to use.
Feel confident using
Unnecessarily complex
Difficult to use
Requires technical support
Slow to learn
Lots to learn
  • Marketing
  • Support

Salesforce Marketing Cloud Interaction Studio Reliability

We are using it for millions of visitors every months
I never had any reliability issues. It was always up
Performance of evergage system is pretty good.

Integrating Salesforce Marketing Cloud Interaction Studio

Integration with evergage can be time consuming depending of the systems you are trying to integerate
  • Google Analytics
  • Exact Target
  • Billing systems
  • BI System
Data import export every day.
  • File import/export
  • API (e.g. SOAP or REST)
  • Javascript widgets
Plan ahead and do it in phases

Relationship with Salesforce

They were in constant communication with all key stakeholders.
Easy to work but slow to respond

Upgrading Salesforce Marketing Cloud Interaction Studio