Great UI. Issues with UTM tracking codes and terrible support.
April 02, 2013

Great UI. Issues with UTM tracking codes and terrible support.

Anonymous | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction

Pros

  • The email drips and smart lists seem to work very well from what I am told from members of our marketing team. The fact that it integrates so well with Salesforce enables us to have very detailed campaigns.

Cons

  • The analytics in HubSpot are average at best.
  • In particular, we have been having issues with HubSpot not reading UTM tagged links and they seem to not have an answer as to why that is happening. We use the Google URL Builder to construct URLs including our UTM tags which are vital for for tracking individual marketing campaigns.
  • For some reason that we cannot understand, HubSpot cannot pass UTM data to Salesforce easily, and this is a huge concern for some advertisers.
  • I do not have those numbers yet.
We have not been thrilled with the customer support that we have been getting. Probably will not review.
HubSpot is a great product, there is a lot of good to it. The UTM issue is a big issue to us because of how we do attribution, so that is why I graded harshly in regards to that. I think if HubSpot was more proactive in helping their current customers they would really have an amazing product.

Product Usage

5 - Everyone within the marketing team.
3 - Myself, our Marketing Manager, and Marketing Associate.
  • Email and Drip Automation. Lead Generation.

Evaluation and Selection

Never had a marketing automation software prior to hubspot.
Eloqua, Bronto, Marketo, Optify.

Eloqua and Optify were ruled out immediately because they were too expensive.

Bronto didn't have the features we wanted.

Marketo and HubSpot were really the two contenders. Ultimately, we chose HubSpot over Marketo because we loved the Apple-like UI. The product has a very intuitive design which was very appealing.

Also, Marketo charged a couple of thousand dollars to have someone come to our offices and get the system up and running. This seemed like a liot of expense. In hindsight, however, it would probably have been a good idea. We have struggled in getting HubSpot to work they way we want it to.

Implementation

Was not too tricky, except getting the lead form to fit properly on our site.
  • Implemented in-house

Training

  • Online training
  • Self-taught
Teaches you how to use parts of the progam that you might not use initially. The product is actually pretty intuitive but the online training was helpful.
I would recommend to have the Account Executive selling you to give you a full demo. Make sure the AE goes through all the features with you so you can see exactly what the program does/does not do.

Configuration

We needed the forms to fit properly on our site. So we had our development team implement the code.

Support

We feel that the answers we get from HubSpot support do not answer our questions and do not really fix our needs. Sometimes I feel like they are reading a script to me. The UTM tag issue has been very frustrating We do not seem to be getting satisfactory answers as to why this is not working.

Usability

It is a very intuitive product in regards to its UI. Very easy to navigate around the platform. This is a great strength of the product.

Reliability

Integration

  • Salesforce.
Fully integrated, it was not hard at all. This works really well.
  • Not at this time.

Vendor Relationship

Very easy during the sales process. I do wish we would have gotten a more extensive demo however. Our AE did answer of all our questions and concerns prior to the sale. After the sale, our AM did not help us with any of our issues but instead would just give us a article or send us to someone else.
I was not involved in the negotiations.

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