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Expensive and didn't do what we needed.
March 21, 2013

Expensive and didn't do what we needed.

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

Overall Satisfaction

  • It allows you to customize reporting based on customer channel. The reporting had the ability to give a visual representation and not just numbers.
  • Less campaign insight. No heat maps. No ability to do reporting based on several factors such as: did they receive an email from us, but then go to an affiliate site - where they ultimately made the purchase. (No campaign attribution).
  • The product was quite expensive and did not do some of the critical things we needed. It was just not a good fit for us.
  • Ability to see more detailed reporting in regarding traffic and traffic sources.
We did not renew because of cost and the time that it took to extract the data and put it into a manageable report to share with others. In general, this was an expensive product, but did not meet our basic requirements. Reporting was definitely the main pain point.

We did not renew.

Product Usage

2 - Web Marketing Manager and the eCommerce Manager.
2 - Web Marketing Manager and the Ecommerce Manager
  • To see insight into the metrics of the website. Where were we losing customers, the purchase funnel, bounce rate, and seeing how marketing campaigns were effective.

Evaluation and Selection

Yahoo Web Analytics.
Google Analytics. We had a free trial to test out the system.

Implementation

Training

  • Online training
  • Self-taught
Fantastic. Great turn around times. Knowledgeable and friendly.
It was very easy. They also had videos and how-to's.

Configuration

There was some configuration for the reporting. The ability to form the reports that would give me the data I needed. However, once that was complete - I just ran the report when I needed the updated data.

Support

The customer service was fantastic. Any rep I talked to with questions was very knowledgeable. They returned emails during the same business day. Also, a rep called to check in on our progress multiple times.

Usability

It was a fairly easy to use product. I had some questions, but their customer service department was readily available to answer them.

Reliability

There was never any downtime. Product was fast and accurate.

Integration

Yes. Webtrends has many vendors who will integrate.

Vendor Relationship

It was very easy to work with Webtrends. The rep was friendly, made frequent calls to check in and see how we were getting along with using the product and if it delivered all of our expectations.
If you are looking at an analytics suite, I would identify all of the items you want to track and be able to do within a platform. I would start with Google Analytics, as that is a free software. If you have basic metrics, try Google Analytics and then maybe adding a third party app like Crazy Egg for a heatmap on your site. Some companies don't need all of the bells and whistles that Omniture or Webrends can give. So be sure to identify your needs.