A platform hampered by poor technical support
November 04, 2022
A platform hampered by poor technical support
Score 4 out of 10
Vetted Review
Verified User
Software Version
Other
Modules Used
- Testing and Optimization
- Customer Segmentation & Targeting
- Personalization
Overall Satisfaction with Kibo Personalization, powered by Monetate & Certona
My team implemented Monetate for our eCommerce sites at my company. The primary focus is as an AB testing tool, and Personalization is the secondary focus. We partner with marketers, merchandisers, site ops, and UX to implement changes through AB testing to better understand our consumers and what they respond to. Testing has been instrumental in quantifying the financial impact of various vendors we implement on our site, as well as knowing what features better support customer engagement.
- Audience segmentation is relatively painless. They provide a robust way to granularly target visitors by device type, location, weather, demographics, etc.
- Our CSM has been very engaged and detailed in supporting our partnership. She provides very prompt responses and clearly works hard to push the Kibo team when possible.
- The User Interface to develop new actions is not terrible.
- Supports Single Sign On, which is the preferred method of managing users at my organization.
- In my opinion, the Automated Personalization feature is lackluster and I regret purchasing this feature. It does not have the flexibility to personalize by the variables I consider important in visitor segmentation - notably, not considering marketing channel as a predictor.
- Monetate's development team is terrible. Turn over is high, we've gone through 3 dedicated developers in less than a year. Every one has shown ineptitude within their platform, regularly requiring months and quarters to find what should be common knowledge for folks to have access to the backend code base. They don't know their own documentation and have provided us with conflicting (re: wrong) information. Their failure here is the main driver in our considering other vendors.
- There is a lot of nuance in their platform. Anything not done quite right will cause hours of headache to resolve. This was not the marketer friendly platform that was promised us.
- In my opinion, Monetate has failed to provide testing and statistical expertise and guidance. We have scheduled 3 sessions with their statistics specialists, only to be given a marketing spiel, rather than specific explanations on how their algorithms work and should be implemented within tests as best practice. They have not shown any understanding on how to understand the results of a test and how to provide recommendations to leadership. We've gone through 2 strategy sessions that stopped because of turnover and have not picked up since.
- Monetate does not have any integration with Adobe Analytics, our web analytics platform of choice. As a result, their generic implementation is STILL creating bugs and affecting our analytics tracking after 7 months of debugging.
- Utilizing Kibo has enabled us to test and measure the incremental revenue achieved through implementing new vendors.
Do you think Monetate delivers good value for the price?
No
Are you happy with Monetate's feature set?
No
Did Monetate live up to sales and marketing promises?
No
Did implementation of Monetate go as expected?
No
Would you buy Monetate again?
No