Truly versatile platform with a lot of cool features
March 27, 2021

Truly versatile platform with a lot of cool features

Artur Sagandykov | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Bloomreach Engagement (formerly Exponea)

Most of the time we have been using Bloomreach Engagement as
  1. CDP/CRM for getting the 360 user profile by merging by tracking their behaviour - sessions across devices and platforms (web, mobile) and merging all their data in regards to their identifications - email, phone, push_tokens, etc
  2. Marketing Automation for the omnichannel campaign management => creating and optimising triggers, auto sequences (or welcome series), promos on the industrial.
  3. Personalisation and Conversion optimisation platform to make UX more relevant and run multiple A/B tests to improve current campaigns, channel mix, communication frequency and offer management.
  4. Tracking and Analytics for improving the product perception and user experience across various user journey stages
  5. Feedback collection for running surveys, NPS, CSAT, etc to make our product better and more suitable for our user requirements and our communication and customer service more tailored to the user preferences
and recently we have started using Bloomreach Engagement to help us automate certain backend processes such as
  1. user scoring according to their product usage and behaviour (dynamic segmentation)
  2. user distribution among account managers (according to their static attributes and calculated score)
  3. cashback and other personalised offer generation and distribution
  • Real-time tracking: it is so easy to set up ubiquitous triggers that would react to user actions both encouraging them to increase conversions and send the notifications to the dedicated teams to rapidly follow up on them.
  • Easy to use UI: their intuitive platform interface really helps with quick onboarding of the new campaign operators and helps create and run CRM campaigns on an industrial scale.
  • Features: webhooks, a/b testing, personalisation, use of jinja, web-layers, in-apps, surveys, tag manager, experiments, predictions, etc - they really have a lot of useful features in one platform
  • In-app messages are not on a par with web layers, they have much more limited functionality. considering the fact that more and more users prefer to use mobile apps instead of web browsing.
  • Catalogues are in the need of updating. They are much slower, their updates cannot be used as triggers. and they can be a nuisance when you set them up.
  • Only one fcm key per project, so if you have a few mobile apps then you have to create a few projects: each app per project which is not very covenient.
  • No support of encryption, for instance AES encryption is not supported. although sha256 and alike are supported.
  • Bloomreach Engagement helped us significantly increase the net positive effect from CRM campaigns. that value had grown by 6 times in May from January. The use of this platform really made a solid impact for us and helped us grow 3-5x times since we have implemented it.
  • Bloomreach Engagement enabled us to test our hypothesizes and that way evaluate the net effect/value of the new types of campaigns and channels.
  • We still have plans to optimise our CPA for each source however Bloomreach Engagement really made it easy for us to automate/optimise retargeting.
When I was selecting the platform that would replace our own platform we were also considering Optimove and Airship. however, we selected Bloomreach Engagement because it was better in terms of pricing, we managed to get the best quote from Bloomreach. Their feature set was bigger and more suitable for us.
For instance, we could not select Optimove because they could not match our requirement to process more than 2000 requests per second - and we need to send a lot of triggers according to the user behaviour and interaction with our platform. We could not select Airship because they did not have at that time the Customer Journey builders or Scenario builders. Optimove also does not have it and we need it to run complex campaigns that would require a few steps and splits.
I like Bloomreach Engagement for its versatility as we are using as CDP, tracking engine, campaign management, process automation, personalisation, a/b testing, and conversion optimization. I did not have the chance to use their product recommendation as we provide the service. but in regards to the rest of their features I liked it the most that I can use their features to get what I need to create the best user interaction experience:
  • use of jinja, JS, HTML, CSS for building exactly (or very close to that) what I need - like personalised timers in the scenarios, conditional logic (if first question is answered yes, then show the question 2, else show question 3) in the surveys, conditional logic (if date for tournament_registration is later than the start_date of tournament then abort the sending tournament is open) in scenarios
  • webhooks in scenarios that helps to add the short tracking link in the sms content.
i love their support as they are very friendly and very helpful in either product discovery or bug fixing or finding the workaround or anything else. Of course it is way better to get dedicated tech consulting especially at the early stages when you integrate the platform as it may be tricky in terms of integrating SDK Bloomreach Engagement for web tracking and iOS.
However, even first-line support can cover up like 80% of the issues. Their documentation is precise and easy to read, albeit sometimes it could be way better off if it contained more examples.
We have completed the MVP stage within less than 8 weeks, but I believe we could have made it even faster if we were a bit more prepared and allocated the dedicated Dev team on our side. Me personally should have been more proactive in terms of getting more involvement from our dedicated consultant.
The list of detailed requirements certainly helps as well. We did not have the onboarding as the platform is very user-friendly and easy to use.

Do you think Bloomreach Commerce Experience Cloud delivers good value for the price?

Yes

Are you happy with Bloomreach Commerce Experience Cloud's feature set?

Yes

Did Bloomreach Commerce Experience Cloud live up to sales and marketing promises?

Yes

Did implementation of Bloomreach Commerce Experience Cloud go as expected?

Yes

Would you buy Bloomreach Commerce Experience Cloud again?

Yes

Bloomreach Engagement is very well suited for omnichannel campaign management, real-time tracking, and automating various process flows. it is not very well suited though for serving as the analytical platform per se as it would be very costly to keep all these numerous user events in Bloomreach Engagement. For that purpose, it is better to set up regular data import from their DWH which is BigQuery and that way this data can be visualised for getting invaluable insights and/or serve as the basis for ML/prediction models.
It is perfect for tactical purposes for setting up and running numerous CRM campaigns that would be delivered in the best omnichannel matter to help you achieve the highest audience reach possible. However, for strategic purposes one may have to use other more suited platforms for storing and visualising data