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IBM Watson Campaign Automation

IBM Watson Campaign Automation

3.4
(129)
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IBM Watson Campaign Automation is a digital marketing technology provider that unifies marketing automation, email, mobile, and social.

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IBM Watson Campaign Automation review by Steve M.
Steve M.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Great tool with wide range of capabilities"

What do you like best?

wide range of capabilities including email, sms, mobile push, automated programs.

New development in the UI is good and features quickly catching up with the older UI.

Ability to embed 'Contact Insights' into 3rd party web sites/apps is very useful.

The Watson Marketing Assistant is a cool feature which provides easy access to some very useful metrics.

Modular templates has proved to be a useful feature for our clients, allowing them to self serve.

For more technical requirements, you can use the provided APIs and also send transactional emails.

What do you dislike?

Integration with IBM Campaign is a little clunky on the Campaign side.

Reporting is not great and the screen has a fixed size which is annoying.

Not a lot of 3rd party integrations which is very unfortunate.

Recommendations to others considering the product

great as both a stand alone solution as well as integrated into IBM Campaign.

What business problems are you solving with the product? What benefits have you realized?

our clients are sending highly personalised emails and some have integrated into IBM Campaign.

Some clients have a variety of modular templates which makes them more self sufficient, saving on agency costs.

What Marketing Automation solution do you use?

Thanks for letting us know!
IBM Watson Campaign Automation review by Amanda S.
Amanda S.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Not an integrated product, does not live up to sales promised"

What do you like best?

I like that WCA can send out campaigns for text, push notification and email, and a lot of this can be done through campaigns. It also has a very flexible rule creation capability for dynamic content and subject lines (for email only). The new user interface looks good, but is not fully developed.

What do you dislike?

The transact and engage products are not at all integrated into one user interface. The legacy products are sloppily brought together and don't even interact in all the ways they should. The limitations of the database structure make it very difficult to conduct all your campaigns the way that sales tells you that you can. The new UI does not allow you to take advantage of all the features so you are stuck in legacy interface. This is far from a next generation product suite.

Recommendations to others considering the product

Make sure you speak to a specialist before committing to this product. It is often bundled along with other IBM products and customers purchase it for the cost savings. However the work required to make it work can be expensive, and the marketing automation features are clumsy.

What business problems are you solving with the product? What benefits have you realized?

WCA allows us to create repeatable programs for users that simplify the marketing for clients marketers. But most campaigns also require developer support and using the APIS to accomplish. Other competitive products do a much better job at creating a seamless UI.

IBM Watson Campaign Automation review by Marco S.
Marco S.
Validated Reviewer
Verified Current User
Review Source

"Very agile tool and user friendly"

What do you like best?

I like the way the tool allow to reach the customer touch point with the best channel and also in real time mode. I Like also the way Watson campaign cloud communicate with unica campaign system

What do you dislike?

I don't like the PMR mood to manage the problem becasue of the time of response and we have not italian manager that can follow our PMR: in my team not all the collegues speak english

Recommendations to others considering the product

I don t know other solutions but use IBM UNICA it's easy, fast but without benchmark it s not easy have clear idea about.

What business problems are you solving with the product? What benefits have you realized?

We solve the SMS onboarding program problem also with an assistant calling from London.

IBM Watson Campaign Automation review by User
User
Validated Reviewer
Verified Current User
Review Source

"Gets buggier with every "update""

What do you like best?

There really isn't much I actually like about it.

What do you dislike?

It's very buggy and the bugs get worse with every update. The landing page feature is very backwards in its code use. The proprietary code added to the HTML makes it that in order to change a link you have to actually remove the link (which sometimes can be done with a right click, but the latest bug only allows that to work on certain portions of the page, meaning you have to delete the text and retype it) and then relink it because there's an ID number that will remain the same and therefore make the same file download, despite you changing which file you wanted for the download link. There are other obnoxious bugs that have popped up, including others where you right click to edit something and the dialog box appears further down the page, meaning you have to scroll to find it.

Recommendations to others considering the product

Avoid. It's buggy and cumbersome and seems to only be getting worse.

What business problems are you solving with the product? What benefits have you realized?

Its basic functions work. Emails get sent at the right time. You can simultaneously work on multiple items in different tabs (i.e. upload files to the asset library while working on an email template). There are just so many bugs that it's obnoxious to work with.

IBM Watson Campaign Automation review by Faith A.
Faith A.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Marketing Automation for Agencies"

What do you like best?

IBM Marketing Cloud (Silverpop) is a robust marketing automation tool that I use as an agency for many clients across multiple industries and verticals. We like their programs functionality that allows you to drag and drop steps (emails, lead routes etc) and modify your database based off behavioral information. Our clients have been very impressed with how useful the tool is for lead nurturing, landing page creation, and web tracking.

What do you dislike?

I dislike the reporting as it very limited in terms of customization (but they are working on improving this). I also wish that some features were included like creating an automated data export from the user interface or creating super customized reports that can be generated on a daily basis. A/B testing in programs isn't a current functionality that we'd like to have as well.

What business problems are you solving with the product? What benefits have you realized?

We're helping customers deliver more personalized messaging to their customers that is behaviorally triggered and customized to each individual. We're also able to automate data processes that were previously manual and have helped bridge the gap between sales and marketing.

IBM Watson Campaign Automation review by Colin S.
Colin S.
Validated Reviewer
Review Source

"WCA: the most flexible tool for DIY enterprise communications"

What do you like best?

There are a number of features, such as the template builder and contact-level mailing reports which my team uses on a continual basis. When working with these simplest parts of WCA, the thing that stands apart is the plethora of hidden functionality. These range from free Litmus and SpamAssassin testing to Hotmail and sender score deliverability reporting.

Of course, there are also more advanced features. WCA supports the creation of exceedingly intricate programs (automated/triggered series), it ties into mobile and social efforts natively, and can serves admirably well for lead scoring, lead routing, engagement reporting, content management and delivery, and a number of other functions.

After working with this tool for several years I'm still exploring new functionality which is simply unavailable from most other ESPs/ campaign management tools/API handlers/+. WCA wears many hats and makes it simple for my team to expand our communications program while driving synergy across the company.

What do you dislike?

While the training, knowledge center, and various blogs/social groups have a wealth of knowledge, the onboarding process (when I started using WCA) was very much a "we'll throw you in the pool and you'll learn how to swim" experience.

I'd recommend weighting curiosity heavily in your hiring decision when looking for someone to use this system--it's a poor fit for those wanting a done for them solution. As a client across multiple orgs, this need for self sufficiency has extended to customer support, sales, and technical support.

Recommendations to others considering the product

Determine your objectives upfront and ensure they're aligned with what WCA offers.

Find an experienced partner to train you and show you the ropes.

Do your homework throughout the onboarding and ramp-up period. I strongly recommend the certification training offered for WCA; to date, I've found it to be the best source of information about the platform.

What business problems are you solving with the product? What benefits have you realized?

We've dramatically expanded our usage of WCA to reach our customers around the world. Few solutions would have allowed us to evolve as gracefully from blasting communications in 1 country to individual conversations with customers on 6 continents.

Along the way we've built APIs with our proprietary systems and a range of specialized tools to tie WCA into CRM data, product data, sales data, support data, etc. It handles the load with ease.

IBM Watson Campaign Automation review by Tiago A.
Tiago A.
Validated Reviewer
Verified Current User
Review Source

"Very complete solution"

What do you like best?

IBM WCA is very complete, you can do simple stuff as well as very complex and sophisticated one. The database management is the core of the solution. Although not very intuitive, once you get the logic behind it, it is extremelly useful. The possibility to integrate with other solutions and databases (CRM, Channels, etc) via Universal Behavior Exchange, is one of the best features as well.

What do you dislike?

The solution is very robust but sometimes not very intuitive, so it takes a while to get the most of the technology. Reports and landing page designer is also something to improve.

What business problems are you solving with the product? What benefits have you realized?

It allows sophisticated personalization messaging and a consistent relationshinp accross channels. Email marketing and social audiences are the features we use the most.

IBM Watson Campaign Automation review by Jimmy M.
Jimmy M.
Validated Reviewer
Verified Current User
Review Source

"Marketing Automation at Its Finest"

What do you like best?

The IBM marketing cloud has plenty of acclaimed features, but what we like the most is its integration with Silverpop. We are an email-heavy company that relies direct one-on-one communications and IBM Marketing Cloud and its API help us integration everything into our internal, customized CRM. Contact management has never been easier, and monitoring the effectiveness of all our other marketing efforts have also become a breeze.

What do you dislike?

The main complaint would be the lack of consideration to user experience (UX). Of course, we could just be an outlier, but our team struggled initially during the onboarding process. The menus and descriptions in the backend dashboard are not particularly easy to comprehend at first, and there were many instances where we just scratched our heads wondering why IBM chose to configure certain functions / dashboards the way they did.

Recommendations to others considering the product

Take advantage of the provided onboarding process. It will take several of your team members to fully immersive themselves and truly understand the system to ensure a smooth operation moving forward.

What business problems are you solving with the product? What benefits have you realized?

Over the past 3 decades, our company has marketed our products and services through various mediums. In today's digital age and emphasis on providing what your customer wants, rather than what you want them to want, we needed a comprehensive solution that could integrate all of our marketing in one place. The IBM Marketing Cloud has certainly done so, nearly all of our marketing has various touch points with IBM's software at this point, and it has made our jobs much easier.

IBM Watson Campaign Automation review by User in Education Management
User in Education Management
Validated Reviewer
Review Source

"How innovative that the IBM Watson can be."

What do you like best?

IBM has been the most long standing company in office operations since the invention of the typewriter, telegram, press machine and other forms of communication from office systems. It is so amazing how this company has stayed with the innovations, and changes in our technology based world.

What do you dislike?

I dislike that a lot of the new generation don't really know much about the IBM Company and how the office systems as simple as a typewriter have changed how we communicated, now we have digital communication via the internet, and mobile devices, which opens us up to getting the information out faster, but sometimes to our detriment, because the youth of today don't have a filter in how they communicate their values, ideas and thoughts on the social media networks. I wish that they IBM Watson would create an operating system that would eliminate the junk.

Recommendations to others considering the product

I suggest that you ask teachers, administrators and other users come to several workshops either in person online to test it out and give feedback on how efficient and effective this IBM Watson is in their field of work.

What business problems are you solving with the product? What benefits have you realized?

This type of computing is so innovative and amazing, yet the teachers, administrators, and decision makers need to get trained on how to us this effectively in order to use it for the educational field of classroom management, discipline protocol etc. This program hopefully can be customized for the use of the educational community and also make it user friendly for the users. The problem when new technology comes out it doesn't always align with all types of businesses.

IBM Watson Campaign Automation review by Michael W.
Michael W.
Validated Reviewer
Verified Current User
Review Source

"IBM Marketing Cloud and SilverPop"

What do you like best?

SilverPop provides a lot of fairly easy to use solutions that other large ESPs do not. They offer a capable automation program that has allowed me to setup over 150 triggered emails in.

What do you dislike?

I dislike the some of the segmentation options in the IBM SilverPop platform. You're not able to create simple segments of customers that opened an email or clicked an email over a period of time. Instead you have to segment off of individual links clicked in emails or opens of a specific mailing. There are no universal segmenting rules for number of opens or clicks.

What business problems are you solving with the product? What benefits have you realized?

SilverPop has allowed us fair amount of flexibility for our mass emails to customers and have an open API that has allowed us to plug in other tools where IBM's Silverpop has failed.

IBM Watson Campaign Automation review by R Scott V.
R Scott V.
Validated Reviewer
Verified Current User
Review Source

"Couldn't Image Anything Other Than IBM Marketing Crowd"

What do you like best?

Being in the marketing industry for 7 years, I've had exposure to HuBSpot, Eloqua, and IBM Marketing Cloud and the marketing management and capabilities far surpass any others in the industry. Highly recommended above anything else. The ROI is immeasurable. Couldn't be any happier with the robust capabilities. My team has accomplished incredible feats.

What do you dislike?

Would love to see some type of Outlook 365 integration in the future. Sometimes the reporting capabilities are hard to export and edit in spreadsheets/powerpoint presentations. Usually that's not a big issue and can be played around with to achieve the end goal.

Recommendations to others considering the product

The mobile marketing component is the best part of this product. It's worth the purchase for mobile alone.

What business problems are you solving with the product? What benefits have you realized?

Handling inbound/outbound marketing leads for several hundred thousand accounts. Having this automation tool is the best for marketing management and organization.

IBM Watson Campaign Automation review by Ryan B.
Ryan B.
Validated Reviewer
Review Source

"Watson Campaign Automation has allowed me to make smarter decisions with email communication."

What do you like best?

What I find the most useful is the ability to test and reiterate. From A/B/C/D testing, inbox monitoring and send-time optimization, you can play around with testing to enhance your email send.

What do you dislike?

From time to time, the platform can be a little buggy. Support has been great and very responsive, but issues with sending and saving.

Recommendations to others considering the product

In full disclosure, I'm an IBMer. WCA should be considered along with other popular email platforms. However, I feel like support has been much better with WCA when comparing other competitors.

What business problems are you solving with the product? What benefits have you realized?

We've been able to save time, and ultimately money, with WCA insights and targeting. I'm an IBMer using the tool.

IBM Watson Campaign Automation review by Andrew N.
Andrew N.
Validated Reviewer
Verified Current User
Review Source

"It does what we need it to do, but it has its issues"

What do you like best?

IBM Marketing Cloud (or SilverPop) is a great tool that allows you to manage users in a database and is a great tool that allows you to email your users pretty easily. It has query tools that allow you to send emails to segmented groups of users so you can really target your emails to specific clients.

What do you dislike?

A few times now we've had an issue and when we called in for support it was an open case/bug that IBM was working on, but they neglected to notify anyone about. While it's great that we could get in contact with them, they could use some improvements on the client contact side.

Recommendations to others considering the product

IBM Marketing Cloud has its quirks that seem a bit tedious to work with, but once you get past the quirks it really is a great tool that allows you to manage your email subscriptions simply and allows you to build and send emails.

One of the nicer features is that any hyperlinks added into your emails can be tracked so you can see analytics beyond opens and clicks. You can see what percent of users clicked on each specific link.

What business problems are you solving with the product? What benefits have you realized?

We are primarily using SilverPop to manage our email list and to send emails. It's great because we can have users manage their email preferences and the database will automatically update based on the info they add it. It really cuts back on the database management work and we can even add preferences to further segment users on the user preferences screens that you can setup within the tool.

IBM Watson Campaign Automation review by Leo C.
Leo C.
Validated Reviewer
Verified Current User
Review Source

"Extremely flexible and scalable for B2C and B2B scenarios"

What do you like best?

Flexibility. Scalability. Ease of use. Has scaled from large B2C customers to complex B2B scenarios with our clients.

What do you dislike?

Enabling new features is cumbersome. Licensing can be confusing.

Recommendations to others considering the product

A highly scalable Customer Experience platform. Easy to learn and flexible. If you're looking for a standardized, templete-based marketing automation software then WCA might not be your best choice. Works great in complex environments where you need highly personalized communications at scale.

What business problems are you solving with the product? What benefits have you realized?

We've been using Watson Campaign Automation for 6 years with clients of all sizes, from 7M record B2C companies to highly complex B2B scenarios.

IBM Watson Campaign Automation review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Has Potential, lacks finesse"

What do you like best?

Over the past year since their acquisition of Silverpop, I've witnessed IBM begin to revamp and roll out their own quarterly updates to the platform.

The email marketing aspect of it has seen the most love in recently releases with an updated UI and easy-to-manipulate templates.

What do you dislike?

Still very wonky due to the old UI mix-ins with the new UI and their potentially capable but nearly unusable Landing Page Designer falls short more often than it should for a full release product.

Recommendations to others considering the product

Keep in mind the heavy on-boarding process as with any major marketing platform. Implore IBM to dedicate technical and non-technical people to assist in the on-boarding and always write down all questions to ensure they're answered - you'll inevitably encounter the same problem you initially resolved and quickly forgot the solution. That's simply because the platform is so robust and so complex, very few would be able to comprehend it all, retained.

What business problems are you solving with the product? What benefits have you realized?

We've witnessed better overall reporting than our previous tool, MailChimp in both landing page conversions and email.

IBM Watson Campaign Automation review by Administrator in Hospital & Health Care
Administrator in Hospital & Health Care
Validated Reviewer
Verified Current User
Review Source

"Unthinkably anti-user"

What do you like best?

Silverpop has a robust selection of tools. The only problem is that many of them are very difficult to find.

What do you dislike?

This platform has the worst UX of any system I've ever had to learn. The menus don't make any sense. Headings aren't categories, they are menu items, but don't look clickable. In order to get statistics on platform and client of users, you don't look in email reports, you look in Email Insights, then click a tiny tab at the top, and then you have to assign an outgoing campaign to it. This is not collected passively. There are an extraordinary number of weird issues like this. Read some Steve Krug, people. Usability is important.

More than anything, I dislike IBM Silverpop for breaking my e-mail templates. I was lucky enough to discover a new bug in which Silverpop strips the height and width properties from HTML elements. This makes it impossible to add images at double resolution for retinal displays, and makes responsive design where images may expand or contract extremely difficult. This issue only affects users of Outlook 2013 and other versions that process with Microsoft Word, but that is a huge share of the market--especially the contributor market for nonprofits.

This seems to be an isolated bug, but a bug that IBM's customer service refused to acknowledge for about a month until I recorded myself demonstrating the issue. Even then, IBM customer service tried to throw me under the bus to my supervisor, claiming it was an HTML issue. The issue is that Silverpop is rewriting my HTML document, not that the document was written wrong. Now the issue has finally reached their Tier 2 bug gurus, but the damage to my reputation at my office has been done.

Recommendations to others considering the product

Use another product to reach your market.

What business problems are you solving with the product? What benefits have you realized?

We are trying to increase revenue for donations, memberships, and programs. We are successfully using IBM Silverpop to segment our hundreds of thousands of email subscribers with targeted messages. Our responsive template, even, has proven a success in increasing revenue across all departments.

IBM Watson Campaign Automation review by Consultant in Marketing and Advertising
Consultant in Marketing and Advertising
Validated Reviewer
Verified Current User
Review Source

"Great MAP with new features being added in quick succession "

What do you like best?

IBM (formerly Silverpop) has grown incredibly quickly since their acquisition. Previously, the platform did email marketing well (great deliverability score, intuitive list management, and nice send process), but since the acquisition, the product has really come to life. The product has been updated to have a more modern look, and the send process has gotten increasingly better. The software is quite robust and we have begun to use more of the features on the platform than we did previously (Analytics, Journey Designer, building landing pages, etc.).

What do you dislike?

Historically, the software has been great for trained personnel, but because it is en Enterprise solution, it is much less intuitive than other ESPs on the market (if we to just compare the email portion of the software). The email templates provided are okay, but aren't very versatile. You get one template per category (transactional, ecommerce, thank you, welcome, etc.). Until recently, IBM didn't offer any pre-built templates to use with their editor.

What business problems are you solving with the product? What benefits have you realized?

We began using Silverpop as an ESP but are now using it more as a MAP now that IBM has made several improvements. We are soon going to be able to integrate IBM with Dynamics, which will be incredibly helpful to our Sales team to see how MQLs have interacted online with our organization.

IBM Watson Campaign Automation review by Edgar I.
Edgar I.
Validated Reviewer
Verified Current User
Review Source

"It fits our needs"

What do you like best?

He's simplicity. It's intuitive, it's easy to create templates, and is a powerful tool for segmentation. The report side is better than other competitors.

What do you dislike?

Sometimes it has delays on calculation. Depending of your database size, it could be a problem to calculate some queries at the same time. I've worked with this software in two different companies with 2 different database sizes (24M and 1M) and for the 1M is better.

What business problems are you solving with the product? What benefits have you realized?

We have our customer lifecycle integrated into them, automatized. It optimize a lot of manual processes.

IBM Watson Campaign Automation review by Yolanda C.
Yolanda C.
Validated Reviewer
Review Source

"Watson Automation Great for email Marketing"

What do you like best?

I really like the ease of use and the friendly customer support. I also like the reporting features and it is very easy to upload your own code for your email designs.

What do you dislike?

I don't like the fact that there are not enough options when creating queries. There is not an option to query based on the amount of subscribers you would like to send to.

Recommendations to others considering the product

Watson Campaign Automation is great for email marketing and developing drip campaigns.

What business problems are you solving with the product? What benefits have you realized?

I use IBM Watson Campaign to send B2B and B2C email campaigns. The reporting tool helps me measure the effectiveness of my campaigns and shows me ares that need to be improved.

IBM Watson Campaign Automation review by Michael M.
Michael M.
Validated Reviewer
Review Source

"Great product with some room to improve"

What do you like best?

Once a workflow is established, the general day-to-day is pretty easy to maintain. I came from Bronto at another company and reporting seemed easier with the UTM parameters being associated with the campaign name, vs. having to manually add parameters into all hyperlinks.

What do you dislike?

Support videos, as well as Support employees are from another country. I used to work with linguists, and the struggle is to get to an understanding when speaking to someone. I found the solution a few times before support was able to as well. Not a huge complaint but was a bit of a headache at times.

Recommendations to others considering the product

Try to get the CSM to showcase the horsepower behind SilverPop. This is a known Marketing Automation solution for a lot of big companies. I will be again working with SilverPop in the near future, and will be doing just that.

What business problems are you solving with the product? What benefits have you realized?

Marketing Automation - we were able to automate some workflows using this product.

IBM Watson Campaign Automation review by Lawrence L.
Lawrence L.
Validated Reviewer
Review Source

"Powerful but dated"

What do you like best?

It's a flexible solution and can handle large volumes of data. If you're an agency, you can use one instance for multiple clients or if you're an organisation can split data and assets between departments.

Deliverability is good too and support are prompt and knowledgeable.

What do you dislike?

The interface is old and clunky and the email builder is particularly poor. This translates additional time to get things done.

Recommendations to others considering the product

Make sure you have a solid plan in place before you start.

What business problems are you solving with the product? What benefits have you realized?

When set up, marketing automation can help companies be relevant and timely in their communications. It's never quite 'set and forget' but good ROI can be achieved if a solid strategy and good data are in place.

IBM Watson Campaign Automation review by Administrator
Administrator
Validated Reviewer
Review Source

"Underwhelming, Difficult to Use"

What do you like best?

Low learning curve to get off the ground sending campaigns. Good support team with quick response times.

What do you dislike?

Limitations on building queries. Retrieving exported files requires lots of digging through various folder structures. Building reports often requires downloading multiple CSV files and doing vlookups to measure very basic metrics. Some aspects of the automation process require reverse logic, like "has not not opened" to function properly. Poor deliverability. Very little contact from account manager.

Recommendations to others considering the product

I'd keep looking. There are other platforms that can do everything IBM can do, and more intuitively. IBM is obviously a name to trust in the world of tech, but their marketing platform seems like it was built for an IT department and not marketers.

What business problems are you solving with the product? What benefits have you realized?

Attempting to onboard new customers with various automated programs giving instructions on how to install and use their product.

IBM Watson Campaign Automation review by David S.
David S.
Validated Reviewer
Verified Current User
Review Source

"New posibilities"

What do you like best?

The easy way to create programs according to our customers journey, so we can make communication more efficient

What do you dislike?

The SMS reports are very limited and we can't get tracking about who send and what send in a simple way

What business problems are you solving with the product? What benefits have you realized?

Mailing, SMS send and tracking the interactions, also creating new communications with the HTML inerface

IBM Watson Campaign Automation review by Administrator in Banking
Administrator in Banking
Validated Reviewer
Verified Current User
Review Source

"Robust and Progressive with Single View of Contacts"

What do you like best?

IBM Content Management gives us the ability to create multiple databases with relational content. It can be updated in virtual real-time, which gives us a ton of opportunity to be immediate in our proactive messaging. It integrates across web as well, so we are able to integrate user behaviors on our websites to make our messaging even more relevant and timely. Users have the ability to generate a ton of templates, which you can optionally lock to allow select users to update copy without being able to alter other elements of the email.

What do you dislike?

It has one heck of a learning curve - especially if you are not familiar with database management. It took us more than the 90 day onboarding to get our first communications out. Granted, some of that was a matter of trying to implement while also managing several other demands, so be prepared to dedicate more time to learning, testing, and tweaking before seeing your first fruits.

Recommendations to others considering the product

Do your homework to make sure it is the right fit for your culture and expertise. It's a great platform with tremendous potential. It may be overwhelming; putting in the effort and attention it requires, will make it a powerful tool and your biggest asset for success.

What business problems are you solving with the product? What benefits have you realized?

We are getting highly personalized, timely and more relevant in communicating with our audiences. We also have set up approval workflows to ensure proper proofing is done before broadcast. Also, we are deploying A/B testing to optimize our messages for best open and conversation rates.

IBM Watson Campaign Automation review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"No longer a valid Email Vendor"

What do you like best?

We signed up under Silverpop before they were integrated into IBM. Great marketing, promotions, and options. They are now a marketing firm only.

What do you dislike?

The problem is they are supposed to be an email vendor, who no longer knows how email systems work. They are supposed to recognize when email addresses expire by "hard-bounces" and then clean them out of our email lists. Their system stopped doing this and ignored the errors. The closed emails were eventually sent to honey pots such as Spamhaus who -did not- report us as spam due to our reputation and history with them, but instead contacted Silverpop to alert them of their error. Silverpop didn't understand and rather than fix their routines, turned off the send on our account, send us an communication indicating bots had filled our email lists with invalid contacts, blamed us for issues, and denied everything. This was on top of the fact that over the 3 years we have been with them, the key features they sold us on still have not materialized and been made available to my company. They continue to report -0- errors in transmissions, refused email accounts, and other hard-bounces on 1.5M email addresses on a daily basis. Their service failures and outages are routine, and they seem to reboot the servers rather than track the issues down.

Recommendations to others considering the product

They will work, if you are technically inclined, can invest the time in debugging and understanding their platform and your emails are not mission critical.

What business problems are you solving with the product? What benefits have you realized?

Delivering our digital periodicals to customers on demand.

IBM Watson Campaign Automation review by User
User
Validated Reviewer
Verified Current User
Review Source

"The basics"

What do you like best?

I like the journey building program and email building.

What do you dislike?

Nothing is out of the box. You need a full time developer to create the emails and any type of pop up or landing page.

Recommendations to others considering the product

WCA works right now, but it lacks integrations with 3rd parties, no out of the box options for retail (ex: cart abandonment, pop ups, etc).

What business problems are you solving with the product? What benefits have you realized?

We create journeys and they work great for us. We nurture our customers with the right messaging that’s unique for them.

IBM Watson Campaign Automation review by Administrator
Administrator
Validated Reviewer
Review Source

"Powerful Tool with its Quirks"

What do you like best?

IBM Marketing Cloud/Watson Campaign Automation (formerly known as Silverpop), creates a lot of opportunity to cater personalized messages to a defined audience. Aside from personalization, IBM Marketing Cloud allows you to automate messages, which enables your business to increase its productivity.

What do you dislike?

1. Content Builder is not friendly for marketers, even with predefined templates.

2. Forms do not allow you to use relational table data and are not robust compared to other form builders

3. Landing pages have no predefined options for BASIC MARKETING LANDING PAGES that can be modified by MARKETING PEOPLE.

Recommendations to others considering the product

If you are looking for a more sophisticated marketing automation system, this will fit your needs. However, if you want something that is going to be perfect out of the box, this is not your solution. You will need to do in-depth trainings to understand everything the tool has to offer.

What business problems are you solving with the product? What benefits have you realized?

We are engaging our customers through automated, localized campaigns. Once we integrate our CRM, we will be able to create a full customer profile to target more specifically and nurture our customers in a more meaningful way.

IBM Watson Campaign Automation review by Anand K.
Anand K.
Validated Reviewer
Verified Current User
Review Source

"Not recommended for automation, worst email marketing tool"

What do you like best?

There is nothing that we should like in silverpop. It has very basic functionality that a simple email tool have but it also lack the very basic functionality of a email tool for eg. changing time of a scheduled campaign.

What do you dislike?

1. Automation of campaign is complicated and time consuming.

2. You Cannot reschedule a campaign. You have to unscheduled a campaign and do the complete process again. Every simple email marketing tool have this function that a scheduled campaign time can be changed but not in silverpop. You have to go through the same process of creating and scheduling a campaign again.

3. You cannot make changes in a automated campaigns. You have to cancel that automation and then again do the same process. Automation is meant to decrease the work load and optimize the automated campaign by changing the subject line, small changes in content etc. But you cannot do that in silverpop.

4. You cannot make any changes in a scheudled campaign, Like changing subject line, content etc.

5. Loading time. On every step of silverpop you will have to wait and see the pop ups and progress bar coming in. That is frustrating and irritating.

6. Email deliverability - They does not take care of IPs, they will give you IPs to handle yourself, You have assign the ips yourself to each and every query and segments you create. An inexperienced person who is new to email marketing may spoil the IP and domain reputation.

7. Support - support team takes there own time to answer your request and their support is not available on saturdays and sunday.

8. Report tabs. If you have a large database and you have already done many campaigns then report tab will not load at all. It will keep on loading and suddenly it will show unexpected error occurred.

Recommendations to others considering the product

If you want to automate your email marketing, Recommendation campaigns etc. Do not go for silverpop at all. Even if you want to use silverpop as a bulk email marketing tool then also I will not recommend it because the deliverability team of Silverpop is not experienced and they will let you handle your IPs which is dangerous. Even if you go for 5-6 IPs for your organization they will not rotate the IPs, You will have to manually assign the IPs to each and every query. But they will pool the ip for rotation if you insist.

What business problems are you solving with the product? What benefits have you realized?

I have been into email marketing from last 7 years and have used N number of tools but this is the worst tool I have worked on. It is complicated, time consuming and irritating tool where you will see pop ups, progress bars every now and then. I would not recommend this tool at all. If you want to save your time and money.

IBM Watson Campaign Automation review by Violet K.
Violet K.
Validated Reviewer
Review Source

"Great tool to keep track of and deploy emails"

What do you like best?

My favorite part about the IBM MC tool is that I can quickly create a copy of a previous email, and just update the necessary areas because everything else is transferred from the original

What do you dislike?

There isn't anything I can put my finger on. It's a very user friendly tool

Recommendations to others considering the product

This tool is great for a large company that sends out many emails

What business problems are you solving with the product? What benefits have you realized?

We are using this tool to upload and deploy emails, we use it for testing purposes as well, and for some analytics

IBM Watson Campaign Automation review by Melanie S.
Melanie S.
Validated Reviewer
Review Source

"Super confusing."

What do you like best?

I liked the purpose of this product. But, it is difficult to figure out. I had trouble figuring out how to use it easily - needed training.

What do you dislike?

Not many people use it, so training is limited and it's a bit tough to navigate. Training is necessary though.

Recommendations to others considering the product

Know what you are using this for specifically, otherwise it'll be confusing.

What business problems are you solving with the product? What benefits have you realized?

It helped with utilizing social campaigns. But, definitely could've used a different service.

IBM Watson Campaign Automation review by Administrator in Non-Profit Organization Management
Administrator in Non-Profit Organization Management
Validated Reviewer
Verified Current User
Review Source

"We use it for marketing and event emails to our members. "

What do you like best?

- Ease of use

- Split view

- Test mailing feature

- The option to view what your mailing will look like if you were on a mobile device or tablet

- The option to merge data fields, and queries

- The option to schedule mailings

- The option to track who opened the email and hyperlinks in the emails

- User friendly

- Great interface

- Everyone can access the mailing that their colleaue worked on.

What do you dislike?

- Can't paste pictures

- Sometimes my mailings won't save so I have to start over

- Sometimes its hard to move things around in your mailing

- Its not easy to remove hyperlnks

Recommendations to others considering the product

It does jut about everything you need it to do for email marketing and then some. It also integrates with 123Signup to pull our members to make our queries. So its easy to find out marketing targets. Making the queries is a little complicated, but I would recommend silvepop.

What business problems are you solving with the product? What benefits have you realized?

The silvepop mailings help drive attendance to our events. The mailings are very interactive and user friendly for our members. We can put all the info, pics and links that they need in one mailing.

IBM Watson Campaign Automation review by Brian K.
Brian K.
Validated Reviewer
Verified Current User
Review Source

"Long Time Silverpop User - from Engage B2B to IBM"

What do you like best?

I've worked with many platforms from MailChimp to Pardot. Silverpop is a very dynamic marketing automation tool. It has all the features that you need to run a simple marketing campaign to automated complex behavior marketing programs. Silverpop has a very active user community that allows users to share ideas, flag bugs, put in support cases, and suggest new functionality for the development road map.

What do you dislike?

The tool does not integrate with some popular 3rd party tools and the inbound and landing page reporting capabilities are not as strong as they can be. The interface can be challenging to navigate for new users and some of the org administrative functions and setup can be a bit confusing. The interface user experience has been greatly improved from the Engage B2B days as well as the functionality.

Recommendations to others considering the product

Choosing the right platform is a very important business decision. When choosing a platform you have to consider not only if the platform is right for you, but also if you are right for the platform. Do you have the internal resources needed to learn and utilize all of Silverpops functionality? Do you have the data to support the use of some of the more advanced features. If you have a database with less than 2,500 contacts and no database fields to use to create targeted queries and lists then you should consider a cheaper tool so you are not paying for functionality you will not be able to use.

What business problems are you solving with the product? What benefits have you realized?

Making sure that the right audience gets the right message at the right time is essential to digital marketing. Having the right data and the right platform can make all the difference. I've worked with clients that were sending e-blasts to their entire database and worked with them to utilize the data that they had and Silverpops features to make their outbound digital marketing more targeted and effective. From website behavioral data, relational table data, web forms, and landing pages - you are able to track behaviors and collect data all in your Silverpop org. This allows you to send automated but also personalized outbound messaging to the right contact at the right time.

IBM Watson Campaign Automation review by User in Political Organization
User in Political Organization
Validated Reviewer
Review Source

"Good program, occasionally gets backed up"

What do you like best?

The ease of use for people inexperienced in HTML. Allows you to fairly easily edit email templates. I liked the ability to filter the audience based on a larger number of criteria such as location, optin date, donation amounts, etc.

What do you dislike?

The program pretty often got backed up and email tests would not go through. Being unable to suppress single or small number of emails without importing them as a suppression list.

Not being able to easily resend email tests without having to go through several steps such as choosing the test list again and adding additional send information.

Recommendations to others considering the product

I would recommend that others that IBM Marketing Cloud is a good product but would recommend that they use it for a while to get used to it before they complain to tech support or consider switching to another program, the software frequently updates to make it more user friendly.

What business problems are you solving with the product? What benefits have you realized?

I was sending out campaign fundraising emails to specific audiences. Was able to create a query based audience, filtering by last donation date, geographic location, or even email system they use.

IBM Watson Campaign Automation review by Josefine F.
Josefine F.
Validated Reviewer
Review Source

"Powerful tool, but training needed"

What do you like best?

It's a powerful tool that let's you do all sorts of tracking, analytics, designing, and so much more. It is great for email marketing, to manage your contacts and create/ schedule mailings the way you want it to. I liked that is really easy to change minor design adaptions inside the dashboard. You are able to show your draft as is or in HTML code. You can add a tone of automated information, starting with name/ greeting to unsubscribe messages.

I really like that you can export to excel and even import from CVS. Makes mass adding contact information very easy.

What do you dislike?

It is very complex. Without a proper training you will never be able to do more than just the basic things. If you have more than one user account you need to pay extra for specific features (e.g. if you want to include more than one database to your engagement automation).

If you have a huge contact data base managing all these contacts is rather difficult. I exported them to Excel (which is actually a really nice feature) and manually changed entries.

Recommendations to others considering the product

Take the time and really learn how the email automation works. It's worth it!

What business problems are you solving with the product? What benefits have you realized?

I used Silverpop for email marketing and managed my contacts with it as well. But our company was split into two departments, thus I sometimes had issues with using features they already blocked (and the company didn't want to pat for twice).

As my job responsibilities changed, I'm not using Silverpop anymore.

IBM Watson Campaign Automation review by Lauren P.
Lauren P.
Validated Reviewer
Review Source

"I use Silverpop to monitor email performance "

What do you like best?

Silverpop houses all my email data in one place and I like the level of granularity that it provides.

What do you dislike?

The interface can be confusing to navigate at first. The tabs to navigate are small and aren't intuitive. The user flow isn't as smooth as it could be. I often use load the site in Firefox and sometimes it crashes my browser. It can be slow to load data, but sometimes data loads more quickly. The loading speed can vary from time to time.

Recommendations to others considering the product

Although Silverpop's interface can be slow to load online and difficult to navigate, I think the kinds of information Silverpop provides is very useful. If IBM continues to improve the user experience, I would recommend this product to advertisers looking for email marketing analytics solutions

What business problems are you solving with the product? What benefits have you realized?

Silverpop helps my team see email performance and better understand the kinds of communications our consumers are most interested in.

IBM Watson Campaign Automation review by User in Marketing and Advertising
User in Marketing and Advertising
Validated Reviewer
Verified Current User
Review Source

"Appalling Customer Service "

What do you like best?

The automation seems as if it could be used for almost anything.

What do you dislike?

What they don't tell you is that to use the automation and segmentation you need to either have a full time coder at your disposal or be ready to shell out thousands more for the facilities they sell you on at the beginning.

Although I have not spoken to a rude member of staff once, the customer service is horrendous. If you have a problem you can be waiting weeks for an answer. A simple database issue took 2 weeks to diagnose and still waiting for the fix. Whereas I have been waiting just under 2 weeks for a price for an upgrade so that I can use the automation to the best of its capability. All I have had back is a slide show about what I have asked for. Very poor customer experience for the amount Silverpop charge.

Recommendations to others considering the product

Don't do it. We are currently evaluating other options that provide the same level of expertise but for a fraction of the cost and better support!

What business problems are you solving with the product? What benefits have you realized?

We have multiple stores and want to automate as much of our customer contact as possible. This could be possible with Silverpop but only if you pay through your nose (Quoted $42,000 a year extra).

IBM Watson Campaign Automation review by Administrator in Retail
Administrator in Retail
Validated Reviewer
Review Source

"Horrible tool after IBM bought out Silverpop"

What do you like best?

Silverpop did have a few great features. One of those being the customization dashboard and the ability to see what was scheduled to go out and when. Another great feature was the spam scan it would perform on the html email to let the user know if there was anything really off with the email.

What do you dislike?

I, and the rest of the marketing team, didn't like that the tool wouldn't sent out our emails, even if we set the email up with enough time to let the query run before the send time. Some of the emails we had scheduled would have to be unscheduled and never be sent because after 12-14 hours they still hadn't set and were time sensitive.

What business problems are you solving with the product? What benefits have you realized?

In all honestly, we solved a lot of business problems by not renewing out contract with Silverpop.

IBM Watson Campaign Automation review by User in Publishing
User in Publishing
Validated Reviewer
Verified Current User
Review Source

"Wasy to use, a few clunky things about it. "

What do you like best?

Relatively easy to use and learn, integrated into out complicated data systems

What do you dislike?

not a very clean program interface and very specific in how you have to use it

What business problems are you solving with the product? What benefits have you realized?

We run many marketing automation programs through IBM. This helps us streamline or processes. we also run our email marketing through the same software so it is nice to have all data in one place for email marketing (whether it's a one off email or a automated campaign).

IBM Watson Campaign Automation review by User in Marketing and Advertising
User in Marketing and Advertising
Validated Reviewer
Review Source

"Continually evolving"

What do you like best?

There is a ton of data you get once you use Silverpop and a ton of different reports you're able to pull. You'll gather insights into each and every one of your customers and find out who is most engaged.

Support answers in a timely manner.

What do you dislike?

It isn't very intuitive and some data/query is tough to pull sometimes. There are some workarounds to it, all you have to do is speak with your customer relationship manager.

Recommendations to others considering the product

You need a team dedicated to understanding Silverpop and its capabilities. Take the time to truly understand the platform.

What business problems are you solving with the product? What benefits have you realized?

We're trying to move away from list based marketing and into behavior based marketing. By using Silverpop, we've been able to take our marketing efforts into a new level by figuring out who is most engaged. Silverpop has allowed us to get organized and plan effectively for numerous campaigns

IBM Watson Campaign Automation review by Consultant in Internet
Consultant in Internet
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Excellent SAAS"

What do you like best?

The change they made in the appearance. i remember a few years back it was all on gray and had a dull aspect but now it's kind to the eye and easy to use.

What do you dislike?

all the different unknown/secret functions it has and i can't use because there is no one who really knows who it works because everything is so new and ground breaking.

What business problems are you solving with the product? What benefits have you realized?

Behavioral triggered emails and sms with content that is highly interesting for our customers.

IBM Watson Campaign Automation review by User
User
Validated Reviewer
Review Source

"Flexible Platform, Meh Service"

What do you like best?

I like their API which allows you to add/update/retrieve data with ease. Their programs (automation) functions are easy to set up as long as you have all of the data you need.

What do you dislike?

I've used them for over 10 years (started as Silverpop) and I've always been able to figure out issues faster than their tech services team. I'd often have to tell them why something didn't work the way they thought it should.

What business problems are you solving with the product? What benefits have you realized?

We use them for static and triggered email marketing with some automation involved. We can sometimes add new automated campaigns without involving IT.

IBM Watson Campaign Automation review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Review Source

"Data rich ESP platform with lots of features"

What do you like best?

It allows for us to build one single template wire-frame that can build and brand itself with over 4,000 different brands.

What do you dislike?

Some product builds have seemed to have a lot of latency. Also, a lack of continued support for IE has posed some issues for internal resources that are restricted to it's use.

Recommendations to others considering the product

If you're into doing amazing and compelling things with data, this is your ESP. If you want a full visual building tool and/or are a small business, probably a smaller solution is recommended.

What business problems are you solving with the product? What benefits have you realized?

Building great and robust digital marketing and analytics solutions for our largest revenue generating clients, while we build scale and autonomy for our smaller, less tech savvy clients. We can measure in the end, and everyone wins.

IBM Watson Campaign Automation review by User in Publishing
User in Publishing
Validated Reviewer
Verified Current User
Review Source

"IBM Marketing Cloud "

What do you like best?

I'm a big fan of the dynamic content builder. IBM makes it easy to serve personalized content to segmented lists, and it helps us to strategize our email marketing plans better.

What do you dislike?

The query builder is difficult if we're trying to create a segmented email send. Figuring out engagement is not very user friendly, so having harder parameters would be nice.

Recommendations to others considering the product

Use it to help with your email building, but create your own templates. It's much easier as opposed to dealing with their own HTML builder. They have great trainings available and a wonderful badge model for employees.

What business problems are you solving with the product? What benefits have you realized?

We're able to kill the batch and blast email mentality and train others across the company to grow in their digital strategy.

IBM Watson Campaign Automation review by Administrator in Broadcast Media
Administrator in Broadcast Media
Validated Reviewer
Verified Current User
Review Source

"Comprehensive toolset for the power user"

What do you like best?

IBM Marketing cloud provides you with literally everything imaginable to create detailed marketing campaigns. Your imagination is the only limit to what can be accomplished.

What do you dislike?

The platform is basically a blank canvas. It's up to you and your team to build, from scratch, your campaigns. If you're not staffed with full-time experts to build and manage your campaigns on a day-to-day basis, this won't be the solution for you.

What business problems are you solving with the product? What benefits have you realized?

We're able to better track and communication with our most loyal customers through drip campaigns and careful database management. Using the metrics available, we're also able to better understand what matters most to our subscribers.

IBM Watson Campaign Automation review by Carrie W.
Carrie W.
Validated Reviewer
Review Source

"Ibm Watson is great"

What do you like best?

This program seems to really help the company I work for build up customer relationships.

What do you dislike?

I really don't have a lot to say that is negative about this program

What business problems are you solving with the product? What benefits have you realized?

This program has helped the company I work for build up relationships with customers. It has helped a great deal in the social area.

IBM Watson Campaign Automation review by User in Publishing
User in Publishing
Validated Reviewer
Verified Current User
Review Source

"Lots of tools, but buggy and has a learning curve"

What do you like best?

There are many tools for managing databases of contacts.

What do you dislike?

The site is very glitchy in chrome, and sometimes the amount of features is overwhelming/not user-friendly to the layman.

Recommendations to others considering the product

Consider a simpler, less robust tool if possible for your needs. IBM Watson is a bit complicated.

What business problems are you solving with the product? What benefits have you realized?

We are reaching prospective customers and keeping in contact with those who have already demonstrated interest.

IBM Watson Campaign Automation review by Patrice L.
Patrice L.
Validated Reviewer
Verified Current User
Review Source

"Offering a multi channel solution completely integrated with our CRM"

What do you like best?

Integration with MS Dynamics and Usability

What do you dislike?

Some delays with activation of new modules

What business problems are you solving with the product? What benefits have you realized?

A real exploitation of our contact and lead database. Recover mastery of customer communication

IBM Watson Campaign Automation review by User in Marketing and Advertising
User in Marketing and Advertising
Validated Reviewer
Review Source

"Good product for larger businesses"

What do you like best?

The new update has made email builds a lot easier. Email scheduling and monitoring is also simple, with clear dashboards and a pleasant user interface.

What do you dislike?

Sometimes it can be glitchy, usually when they are running an update on the whole system so avoid planning any important campaigns if you know that's approaching - our account manager has always advised us ahead of time which helps.

What business problems are you solving with the product? What benefits have you realized?

It's making our email campaigns a lot easier to manage and to demonstrate their effectiveness, but it has also highlighted that we need the right resource in place to really make the most of this tool. It's on the expensive end, but with the right training and skills it can be really beneficial.

IBM Watson Campaign Automation review by User in Non-Profit Organization Management
User in Non-Profit Organization Management
Validated Reviewer
Review Source

"IBM Watson Campaign Automation"

What do you like best?

Everything is in one place. Navigation is an ok feature. Not much else stands out to me.

What do you dislike?

Technology is way behind. I do not like how test emails show up on the sent list. The email editor is very touchy. Coding designs are old and not easy to update.

Recommendations to others considering the product

This product is falling behind competitors. It is hard to manage and the program adds in several steps that seem repetitive and useless.

What business problems are you solving with the product? What benefits have you realized?

Email distribution to customers. This program allows us to stay in contact with our members.

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