Silverpop Engage with Salesforce Integration
Joe Sisler | TrustRadius Reviewer
January 29, 2014

Silverpop Engage with Salesforce Integration

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction

Silverpop is being used solely for email marketing within our online marketing team. It is used as a marketing database for new leads so that we can develop automated and ad hoc campaigns. Additionally, we use the web tracking functionality to get deeper insights into how subscribers are interacting with our website after clicking a link. We also use behavioral targeting to send messages based upon opens/clicks/interactions.
  • Dynamic Content - Silverpop's dynamic content system is the best I've used in my career with multiple systems.
  • Salesforce Integration
  • Segmentation
  • Automated Campaigns
  • Updating automated messages, you have to disable the automation > make the changes > reconfigure > reactivate
  • WYSIWYG editor is horrendous. We hand code all of our HTML, but if you simply open a piece of dynamic content it adds unnecessary code that you have to rip out if you make tweaks
  • Working with support can be tedious and nerve racking. Too often rather than investigating an issue they try to blame it on something else and waste time. Also you have to give them permission to enter your account. Which is also a good thing security wise, but it adds additional time to figuring out any issues. Very problematic when facing something urgent.
  • The program (or drip campaign) tool could use greater functionality so that you can better create paths. Similar to how Aprimo has it setup within their system. Instead everything is very linear in Silverpop.
  • Increased efficiency
  • Better audience segmentation to increase response
Aprimo
Eloqua
ExactTarget
Marketo
Publicaster

Silverpop was implemented prior to joining my company; however, I think as an ESP they stack up very well against the competition. And after reviewing ExactTarget twice I would pick Silverpop hands down. I think it is missing some functionality when being compared to Eloqua.
Unless we make the decision to switch to a greater automation tool like Marketo or Eloqua I anticipate continuing to use Silverpop for the foreseeable future.

For anyone that isn't ready for a more robust automation system like Marketo or Eloqua I think Silverpop is a great solution. Especially if you need to be able to integrate with Salesforce. After using multiple systems and reviewing demos of others I think they have a good product. But have some clear areas they need to work on for improvement. Support being one of them.

Support

The Salesforce Integration support team is fantastic. I'd give them greater than a 10 if possible. The rest of the support team can be extremely frustrating to work with. Too often they try to blame something obscure and refuse to escalate or look into the issue. And on occasion when you find system glitches they don't seem to care about fixing them.
ProsCons
Problems get solved
Kept well informed
Slow Resolution
Poor followup
Escalation required
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
Yes - Simply put, no. Rather than fix the issue they ask you to go to their community and put it in as a feature request rather than acknowledge their own issue and correct it.
The Salesforce integration team is amazing and know their product front to back. They've been extremely useful in diagnosing issues and assessing how to better set up our integration.

Usability

In my opinion the web training for Silverpop is very comprehensive and the system itself is pretty easy to pick up if you have had past experience with email marketing systems. If this is your first foray into email marketing it may be a bit tougher to learn than the entry level systems like mailchimp or constant contact.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Dynamic Content
  • Querying the database
  • Sending a message
  • Updating dynamic content (WYSIWYG adds unnecessary code)