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Salesforce Marketing Cloud Email Studio is outdated and unfortunately a rip-off
March 05, 2020

Salesforce Marketing Cloud Email Studio is outdated and unfortunately a rip-off

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Salesforce Marketing Cloud Email Studio

Our marketing department in EU and AUS uses the Salesforce Marketing Cloud.
  • It integrates with Salesforce CRM
  • It works with workspaces, good for multinational marketing
  • It tracks social media advertising success on the individual lead level
  • It looks like it is 10 years old software that has not improved much
  • It is missing common sense functionality that even free software offers and major functions are buggy
  • Each social media connector is extremely expensive and this is not explained upfront
  • The customer service and management are non-responsive or confused
  • Onboarding is sloppy and happens only when pushing for it
  • We lost 4 month worth of advertising effort and a lot of wasted time emailing and calling Salesforce to receive help. Now we've moved to a competitor.
  • We are locked into a contract for 3 years for 4 connectors for $750 / mth.
  • We lost trust in the overall organisation of Salesforce and had a lot of frustration realising that Salesforce does not have good service.
Save yourself a headache, money and wasted time. Salesforce Marketing Cloud Email Studio is not a good product and more important the management of this arm of Salesforce is somewhere up in the (Marketing) cloud not wanting to deal with customers. We found that the functionality is below average and not useful for a modern company.
100,000 to 250,000
Both
Maybe it will work for companies that receive it for free and are not relying on social media as a key marketing function. If you rely on social media being part of your marketing strategy, you will need a less buggy, more functional system that is known for good customer service.

Salesforce Marketing Cloud Feature Ratings

Salesforce Marketing Cloud Email Studio Support

ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
Not Available
Yes - Salesforce listened and acknowledged our concerns but has not addressed bugs that we pointed out.
The Sales process was very straight forward and timely.
We are now only trying to get our money back and move on to a different system, but even though it was acknowledged that mistakes were made on Salesforce’s side, we are still waiting. Instead, Salesforce sends us standard training offers to get the most out of our 4 connectors - whatever - and still not even offering additional connectors to get our social accounts connected to our business so our digital team can get on with their job, requesting we pay an additional $50pm for each of these - crazy.