Item: Salesforce Marketing Cloud
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

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

Return on Investment

Improved customer engagement
Reduced time to execute caimpaigns

Alternatives Considered

Monetate. We are using both Monetate and evergage. Evergage is being used more on the control panel side.

Other Software Used

Monetate

Likelihood to Recommend

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.

Users and Roles

Marketing

Support Headcount Required

You need to be lil technical. You need to know basic HTML

Business Processes Supported

Contextual ADs
Customer profiler
Banners

Innovative Uses

Reduce support calls
Improve personaliztion
Cross selling products
Improve customer engagement
Improve NPS

Future Planned Uses

Customer help me modals
Improve sales
Reduce churn & customer support

Likelihood to Renew

8

We use it often to improve customer engagement

Products Replaced

No

Key Differentiators

Price
Product Features
Product Usability

How quickly somebody can use the product to improve customer personalization and engagement.

Evaluation Lessons Learned

I 'll probably look for a product that is more easy to use and more intuitive.

Implementation Rating

7

It took descent amount of time to get it implement but it was done correctly.

Implementation Details / Implementation Partner

vendor

Implementation Phases

Yes

Change Management Lessons

Change management was a small part of the implementation and was well-handled

Training Types Used

In-person training
Self-taught

In-Person Training

5

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.

Ease of Salesforce Marketing Cloud Training

It's is very complex without inperson training. It is not intuitive at all.

Support Rating

4

Response time is slow. Have to repeat requirements multiple times.

Salesforce Marketing Cloud Customer Support Pros and Cons

Pros	Cons
Good followup Problems get solved No escalation required Support understands my problem	Not kept informed Difficult to get immediate help Slow Initial Response

Pros	Cons
Feel confident using	Unnecessarily complex Difficult to use Requires technical support Slow to learn Lots to learn

Easy Tasks

Marketing
Support

Difficult Tasks

Marketing

Google Analytics
Exact Target
Billing systems
BI System

Data import export every day.

Types of Integration

File import/export
API (e.g. SOAP or REST)
Javascript widgets

Good personalization tool

Software Version

Overall Satisfaction with Salesforce Marketing Cloud Interaction Studio

Using Salesforce Marketing Cloud Interaction Studio

Evaluating Salesforce Marketing Cloud Interaction Studio and Competitors

Salesforce Marketing Cloud Interaction Studio Implementation

Salesforce Marketing Cloud Interaction Studio Training

Salesforce Marketing Cloud Interaction Studio Support

Using Salesforce Marketing Cloud Interaction Studio

Salesforce Marketing Cloud Interaction Studio Reliability

Integrating Salesforce Marketing Cloud Interaction Studio

Relationship with Salesforce

Upgrading Salesforce Marketing Cloud Interaction Studio