Lexer has been one of the greatest investments we have made in our business, for our people.
Anonymous | TrustRadius Reviewer
February 06, 2020

Lexer has been one of the greatest investments we have made in our business, for our people.

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Lexer

We reorganized our business around Lexer's CDP. Implementation was fast. We saw results in less than five days, and not long after that, they had created an enriched view of our customers which has led to significant increases in our direct marketing capabilities. Through the Lexer tool, we have been able to segment our audiences by marketing specific campaigns to that audience based on consumer behavior. Quite frankly, it's genius. Our creative team is busier than ever (we increased headcount to optimize the tool) in order to create 300 (out of infinite) campaigns that message people a story they want to hear, with content that's of interest to them. Prior to Lexer, we ran one campaign at a time with a "hit and hope" approach. Now our marketers are thorough, direct, accountability is at an all-time high, and most importantly the work is measurable.
We have seen unsubscribes decrease, engagement increase, revenue increase, and creating a customer journey is now possible.
We also utilize their "Engage" tool like the desktop tool for our Consumer Engagement Department that optimizes their efficiency. This means email, chat, social messaging and phone (VoIP) are all consolidated as one desktop view, and various KPIs and performance metrics can be tracked. This greatly assists, as we can coach and develop our team members based on productivity and response times, etc.
  • Easy for all levels of employees to use.
  • Fast implementation with immediate learnings.
  • We are incredibly happy with the tool as is.
  • We're able to create strategies around lapsed customers and return this consumer subset to revenue.
  • We're able to more easily identify consumer purchasing habits to create customer journeys.
We decided not to pursue alternates to Lexer based on:
1. Value proposition. Lexer had the greatest value.
2. Our belief in other products' internal team and ongoing support capabilities. Other companies didn't feel as believable.
3. User interface. Lexer has done an incredible job making their tool extremely simple to use.
Instant responses are available over the phone, Slack, or Email. We are also able to have meaningful top-to-top conversations where their President of North America will talk to ours as frequently as is needed. They are true partners who genuinely care about us as a client.

Do you think Lexer delivers good value for the price?

Yes

Are you happy with Lexer's feature set?

Yes

Did Lexer live up to sales and marketing promises?

Yes

Did implementation of Lexer go as expected?

Yes

Would you buy Lexer again?

Yes

For any direct to consumer business that cares about their customer, and the message that they serve to those customers, then this is the tool for you.
It is easy to "test and chase" into strategies by simultaneously creating multiple campaigns. Lexer's tool measures the performance of each for the continuous improvement of direct marketing decisions.
It is also perfect if you're looking to turn responsive customer service strategies into proactive customer experiences. Their engage desktop tool significantly improves productivity, meaning some of your least productive staff can become high performers within the business and establish a platform against which they can grow.