Robust Intuitive Platform, Disappointing Customer Support

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.

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.