Item: Monetate
Rating: 9
Author: Verified User

Overall Satisfaction with Monetate

Use Cases and Deployment Scope

We have used Monetate to understand who our customer is. Once we know that, we can use it to identify what their intent is. Personalization is a term being thrown around a lot all over the Internet, but it is really being put to use by Monetate. We can change many things on our sites based on who our customer is, or what they are interested in.

I currently use Monetate on most of our web properties, and plan on expanding. Being able to personalize the sites has helped us differentiate our sites from each other, although we still have a long way to go.

Pros and Cons

Pros

I have really enjoyed finding out who our customer is by using Live Audience. To me, it is the closest thing to the Marketing Holy Grail that I have seen. Knowing that much information about our customers is going to be invaluable.
The analytical aspect of the Test Lab has helped us make improvements across our organization. The ability to show conversion rates, revenue increases and Add to Cart rates have helped us move the needle on change.
I have been impressed with the communication from Monetate. Our Client Success team is always available for questions and help. Many times contacting vendors can be very hard, but Monetate understands what we are trying to do, and knows that sometimes time is an issue. They are always eager to help, and never rude or complaining.

Cons

I would love to see more detailed analytics. They are releasing some new analytics in the future, so this may not be relevant for long.

Return on Investment

Monetate has made us much more agile. We can respond to trends, new promotions and customers much faster than we used to.
One negative is that Monetate has become the go to tool when something needs done on the site. Sometimes it isn't done to test anything, but just to fix something or to put something out on the website.

Likelihood to Recommend

If an organization is very "status quo" driven, then Monetate can be difficult to use. To start testing and personalization takes a lot of risk, and many companies are not willing to take that risk. Smaller businesses would definitely benefit since they don't have the budgets to make mistakes. By testing something early, they can change potentially bad content early. Understanding the customers would also help small businesses since they don't usually have the budgets for market research as well.

Using Monetate

Users and Roles

The users of Monetate in the company are mostly from Site Operations. The lead on the tool is a customer marketing analytics professional with a direct report. The other Site Operations is a user experience professional. There is also a creative person who sometimes uses the Monetate UI to edit HTML and CSS.

Likelihood to Renew

In addition to what Monetate has done for us, they are continuing to build new products. They listen to their customers (me) and want to know what I need so they can provide a better product.

Monetate Support

Support Rating

Monetate has two ways to contact them for support. Either the account point person or the support team itself. Either way was fast and the support team was able to identify and fix the issue (if the issue was on their end). Many times the issues were not on their end, but they were always able to identify what changed on our sites that we were unaware of, and to recommend a fix. This enabled us to go to IT to get the issue resolved.

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Monetate - Review

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