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Lots of promises, not a lot of delivery
September 24, 2013

Lots of promises, not a lot of delivery

Anonymous | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Overall Satisfaction

  • Heavy duty interface allows us to support multiple brands.
  • Extensive API allows us to integrate with our data warehouse.
  • Has all the standard marketing automation bells and whistles.
  • Nice drag and drop program interface.
  • Reliability has been a huge issue. We have had multiple outages where our redirect links in our emails no longer send visitors to our website but instead send them to some sort of backup site designated by Silverpop. Unfortunately, this backup site has a message regarding anti-SPAM. So when Silverpop's service is down it looks to our users like we're spamming them!
  • API documentation often differs meaningfully from how the API actually operates. Sometimes you have to actually do what the API documentation says NOT to do to get it to work.
  • Their database infrastructure is lacking. Huge problems with the database fragmentation.
  • None, really. No better off than on Eloqua.
Changing vendors is hard. Sometimes it's better to re-implement what you have than switch to a different system that's going to have its own pitfalls.

Product Usage

  • Email marketing platform.

Evaluation and Selection

Implementation

Based on recommendations from Silverpop we made some implementation decisions that we later regretted pretty substantially. In hindsight we should have started a pilot implementation earlier so we could learn and then start over. The big issue for us was that Silverpop recommended a non-keyed database, or at least a database that doesn't use email address as primary key. This is resulted in a large number of duplicate email addresses so that the end user is forced to unsubscribe multiple times to stop receiving emails.
  • Implemented in-house

Training

  • Online training
  • In-person training
  • Self-taught
This is a pretty complicated product. training is pretty much a necessity.

Support

Our account rep is great. Unfortunately technical support is not always great.
Yes