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Optimizely is highly capable but needs better operational support.
January 06, 2022

Optimizely is highly capable but needs better operational support.

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Optimizely B2B Commerce Cloud (formerly Episerver B2B Commerce Cloud)

A platform for the customer-facing website. Contains ~300,000 products for current customers and open internet. Interfaces with external PIM for a majority of product content.
  • Flexible configuration
  • Easy to use interface
  • Technical support is available
  • Speed and consistency of technical support
  • Speed and reliability of deployment for frequent (monthly) software updates
  • Integration with external PIM
  • Automation of updates and integration with ERP has saved time and provides reliable data for the website in sync with ERP
  • Integration with external PIM has saved time and provides reliable sync with content data for the website. Changes and improvements have been slow and difficult.
Customer Success Manager has been an occasional observer and not actively involved or effectively advocating for our interests in resolving problems or expanding our use of the platform.
The platform is flexible with lots of options, features, and configurations.
Optimizely platform is more flexible and easier to administer. Optimizely support is more personal (although often too slow and unresponsive). Optimizely integrates directly with our ERP and external PIM to provide automatic updates.

Do you think Optimizely Configured Commerce delivers good value for the price?

Not sure

Are you happy with Optimizely Configured Commerce's feature set?

Yes

Did Optimizely Configured Commerce live up to sales and marketing promises?

No

Did implementation of Optimizely Configured Commerce go as expected?

No

Would you buy Optimizely Configured Commerce again?

Yes

The website is generally functional and reliable, but changes and enhancements are difficult and time-consuming to develop and deploy. Overall support response is very slow for both simple and complex issues.

Optimizely Configured Commerce Feature Ratings

7.1
Product catalog & listings
8
Product management
7
Bulk product upload
8
Branding
7
Mobile storefront
7
Website integration
8
Visual customization
6
CMS
6
7.5
Abandoned cart recovery
7
Checkout user experience
8
7.0
eCommerce security
7
6.3
Promotions & discounts
7
Personalized recommendations
6
SEO
6
6.2
Multi-site management
6
Order processing
8
Inventory management
7
Shipping
5
Custom functionality
5

Optimizely B2B Commerce Cloud (formerly Episerver B2B Commerce Cloud) Support

ProsCons
Problems get solved
Support cares about my success
Slow Resolution
Poor followup
Not kept informed
Escalation required
Slow Initial Response
Yes. We understood it would likely be needed and would greatly improve the resources and response time available.
Yes - Yes and no. Most bugs have eventually been resolved satisfactorily, but not in a timely fashion.
Our support team has been very helpful in training and demonstrating platform features. One opportunity early in our deployment was helping us understand how to configure Product Restriction Groups. Our Project Manager provided documentation and a working example of a Restriction Group that was very helpful...also set up a Zoom meeting to observe and guide us successfully through the process.