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Don't like sharing server space with bigger customers.
November 26, 2012

Don't like sharing server space with bigger customers.

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review

Overall Satisfaction

  • Silverpop will likely cover 90% of a company's email marketing needs. One can create "programs" that market to the customer based on her life-cycle. If you pay for consulting services, their consultants know the product inside and out and can help you get the most bang for your buck.
  • Their clients share server space, so if a big client of theirs hits "send" on an email going to half a million people, your email will be queued up after theirs goes out, resulting in potential hours-long delays.
  • Free customer support is lacking. Expect an email response in 48 hours, not the same day.
  • Client communications are lacking. I have been their client for over a year and have never met our account executive, who is within a 2 hour drive from our offices. A few months ago, they had an outage that lasted an entire afternoon, and we never received an email or call acknowledging that an outage had taken place.
  • When re-marketing to lapsed customers, we can measure return on revenue.
As noted previously, we don't like being on the same box as their other clients, so we are moving to an ESP that gives each client their own box. In addition, their client communications are lacking.
Silverpop will likely be satisfactory for small-to-medium sized companies with simple marketing programs. However, for larger companies, their technology does not meet SLA standards such as 99.9% uptime.