Robust Intuitive Platform, Disappointing Customer Support
May 13, 2022

Robust Intuitive Platform, Disappointing Customer Support

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

Software Version


Modules Used

  • Testing and Optimization
  • Customer Segmentation & Targeting
  • Personalization
  • Recommendations

Overall Satisfaction with Kibo Personalization, powered by Monetate & Certona

We use Monetate for setting up and analyzing A/B testing and product recommendations on PDP and category pages. We also use it a bit off-label as a content insertion tool. I'm in the tool daily.
  • Product Recommendation Algorithm. Monetate does a great job of creating different algorithms that we use on our PDP pages as well as category pages. The tool has excellent machine learning capabilities and saves us a lot of time not having to hand merchandise the recommendation strategies.
  • Real-Time Analytics. We use Monetate for A/B testing and it's a great feature that we can see sessions/clicks in real-time.
  • Customer Support/ Tech support. It's extremely difficult for us to get timely responses from our representatives. It's not unusual for us to have to wait several days to get a response. In the 2 years, I've worked on our Monetate account, there has been almost constant turnover in employees which has required a lot of time for our account reps to get up to speed with our business. There's not a lot of transparency into our account rep's tickets with developers. Truly, it would probably be easier for us to directly contact the developers ourselves.
  • Increase in page views from product recommendations
Customer Support with Kibo has been disappointing. We were a Moneteate customer before the launch, however, the level of support hasn't changed since the acquisition. Kibo/ Monetate has experienced excessive turnover, with our dedicated account rep getting replaced at least every 6 months. We understand that it does take time to acclimate to new accounts and some turnover is to be expected, but no other vendor we work with has had as much as Kibo. It's extremely difficult for us to receive timely responses when we send inquiries to support. We almost always have to follow up on our own before getting an email back. It's often felt as if our account is low priority or we are being ignored. We have bi-weekly calls with our support team and it is not unusual for them to be looking at an issue for the very first time on the call. While the account reps are supposed to be the middle man between customers and developers, it feels as if it would be more efficient to remove them altogether and allow us direct communication with developers.
It's not unusual to feel as if our customer success team is looking at issues we send over for the very first time on the call. They don't seem prepared to answer questions about our concerns. With the high amount of turnover that Kibo experiences, we don't usually have enough time working with our customer success team for us to reach the level of them giving us strategic guidance. Once the team becomes familiar with our account and our business, they either leave the company or move to another section of the Kibo business.
Kibo is pretty intuitive and easy to use considering how many features the platform offers. The knowledge library is pretty substantial, although I do feel as if it could be updated more frequently as new features are added.

Do you think Monetate delivers good value for the price?

Not sure

Are you happy with Monetate's feature set?


Did Monetate live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Monetate go as expected?

I wasn't involved with the implementation phase

Would you buy Monetate again?


Monetate is well suited to an eCommerce business looking to add recommendations to its website. The algorithms are easy to understand and set up. It's also a great platform for A/B testing, as you can build the tests within Monetate without the need for setting up cookies. The testing analytics are available in real-time, as well as provide projected time to reach significance. For additional insight into the tests, Monetate can be linked with GA accounts, which allows us to dive deeper. We use it as a content insertion tool, which can be challenging as it's difficult to remove the flicker from experiences. We are aware that this use is a bit off-label, and while it's sufficient for our current needs, I don't think we'd recommend this platform for that use. The reason we rated the platform so low is our struggle with the customer service/ support end. It's very difficult for us to receive timely responses from support and we often feel as if our account is being ignored.