A solution for businesses looking to increase overall client satisfaction and increase sales.
Ben Caplan | TrustRadius Reviewer
Updated January 07, 2020

A solution for businesses looking to increase overall client satisfaction and increase sales.

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Mailchimp

At our organization, we are currently using Mailchimp to keep connected with our clients - past and present. We have automation campaigns that clients are enrolled in so they are kept in the know. Currently, we are beta testing the software for retention and customer satisfaction, we haven't yet used the program for gaining new customers or getting leads.
  • Automation campaigns.
  • Campaign statistics for success and failures. Breakdowns for each email to track what worked and what didn't.
  • The breadth of tools for creating, managing, and reporting on campaigns both digital and print.
  • The ability to create multiple channels for prospective, current and past customers to interact with.
  • The cost has increased over the years.
  • The free version has been cut back tremendously to encourage users to pay for the upgraded version.
  • We have seen higher customer satisfaction since implementing Mailchimp due to the Constant Contact we keep with our clients.
  • Since implementing an automation campaign to attract Google reviews we have seen higher Google reviews, which have resulted in higher digital traffic.
  • The birthday emails have greatly increased our overall business appearance as caring and personal. Customers like to receive a personalized email on their birthday.
For us, Mailchimp was the right choice because of a variable of reasons but ultimately price. For the features that Mailchimp has, we weren't able to find a comparable solution within our price range. Our decision was also influenced by our experience with Mailchimp using its free version. For these reasons, we chose Mailchimp over some of its competitors.
Ease of use, quick setup, and the drag and drop technology. The software as a whole is pretty easy to use and has lots of templates that make the setup even faster. There isn't much complicated about Mailchimp that would require someone to have technical knowledge or extensive training.
We have seen great results using Mailchimp's all-in-one platform. We have experimented using the Mailchimp landing pages, email marketing, and social media marketing. We have not yet taken the time to try out the postcards, but that is something we're considering for the future.

It has been truly great to log into one platform versus multiple to do these things. If you want to quickly set up a landing page to capture a select group of prospects for maybe an event, then you can do that very easily through Mailchimp without the need for coding experience. The same is true for using social media marketing. You don't need to be knowledgeable on these things to see the benefits of trying them out.

Successes:
  1. Increased customer satisfaction.
    • We enroll all new customers into a drip campaign that consists of ~4 emails so they can get to know us better and our team. This email campaign also provides them the opportunity to provide feedback. We also have an automatic birthday email sent to all customers.
  2. Increased feedback + online reviews
    • Since implementing our drip campaign to ask for online reviews we have seen a 20% increase in online reviews.
  3. Higher levels of customer awareness
    • Since implementing a quarterly newsletter we have seen higher levels of customer awareness. We schedule these newsletters out so that when something comes to mind we can get to work on the upcoming newsletter.
Lessons learned:
  • Play around with fonts
  • Use previous emails as templates for future emails
  • USE MERGE TAGS (*|FNAME|*) to insert the recipient's name and other tags
  • Add images to your emails + play around with adding an image to the background of your email.
  • Consider using buttons and anchors in your email to add dynamic options for the recipient to interact with.
  • Watch YouTube videos and check out the Mailchimp emails to stay updated on ideas.
  • Consider using the landing pages for one-off events to capture leads or offer an easy resource to your attendees/clients.
If you have customers, volunteers, vendors, or any business relationship that would need nurturing, this is a good tool. Mailchimp is well suited for businesses that might want to send newsletters, birthday emails, prospect emails, or even create a lead capture page. Mailchimp might not be suited for a business that is tight on marketing funds or wants a free solution; however, the free solution is still well suited to companies that might want to do simple newsletters, birthday emails or create followup emails.

Mailchimp Feature Ratings

WYSIWYG email editor
9
Dynamic content
10
Ability to test dynamic content
10
Landing pages
10
A/B testing
10
Mobile optimization
10
Email deliverability reporting
10
List management
10
Triggered drip sequences
10
Standard reports
10

Using Mailchimp

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Drag and drop email building
  • Website landing page design
  • List setup and management
  • Custom editing of email (HTML)
  • Efficiently setting up automation campaigns/drip campaigns because of the necessary steps to think through (when to send an email and what type)
Yes - There is limited functionality of the mobile app, but the major things that one would need are available. If you want to add a subscriber, manage a list, track the success of a campaign and more... you can do these things. You wouldn't be able to fully customize a landing page on your phone.

Mailchimp Reliability

Mailchimp over the years I've used it has grown in leaps and bounds. They have added so many additional features than were previously available. They are truly an all-in-one marketing platform now.

If you're a small operation and just want to add email to your marketing efforts, they're there for you. If you're a larger operation and want to start sending postcard advertisements, they can do that. If you'd good with that and want to kick up your marketing by going social, you can do that on their platform. They are truly able to be as small as you need, but also get quite large in whatever it is you'd like to do through their system.
I have, in the 4+ years that I've used Mailchimp, never seen an issue that restricted the use of their software/tools. I don't know of a single time when they're system crashed or went down. I could be wrong, but I honestly haven't experienced any issues with outages, errors or unplanned downtime.
I haven't noticed any slow speeds from Mailchimp or their tools. I think the landing pages load quickly and look nice. The email reports and editing operates smoothly and doesn't take time to load. Additionally, when I use Mailchimp in conjunction with Zapier + Hubspot I don't notice any drag between any of these tools.