Oracle | Responsys

(64)
3.8 out of 5 stars

The Responsys Interact Marketing Cloud helps brands manage their digital relationships and deliver the right marketing to their customers across email, mobile, social, display & the web.

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Oracle | Responsys Reviews

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Responsys review by <span>Zack S.</span>
Zack S.
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What do you like best?

Responsys by Oracle is a great tool for enterprise email marketing. It is easy to create a large number of segments from your customer base, based on any number of attributes. There are myriad options in terms of creating emails from templates or uploading custom designs. Responsys is also a great reporting platform, allowing you to get all the info you need about how your email campaigns are performing.

What do you dislike?

Responsys is not necessarily the easiest software to use. After working with MailChimp at a previous job, it definitely took a lot longer to get used to the interface and features of Responsys. However, this is likely the case with any piece of powerful software.

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

We are working with clients who use Oracle Responsys to manage their email marketing campaigns, and we help those clients with their email performance reporting.

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Responsys review by User in Wholesale
User in Wholesale
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Be careful what you wish for

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What do you like best?

This platform offers capability for very detailed personalization

What do you dislike?

This platform is very versatile and allows for very in depth personalization, but that intricacy also comes with a VERY poor user interface. It is not at all intuitive, features have misleading names, and bugs are slow to be fixed

Recommendations to others considering the product

Be VERY sure that you need to have the "Cadillac" of ESPs before you sign on with Responsys. My company decided they DID need this (before I joined the company) and then they did not have the staff to support all of its capabilities, so much of their investment was wasted. It is also not at all easy to use or intuitive, so be prepared for a LOT of hand holding.

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

We use Responsys for our email program, and to support our sale's representatives relationships with our customers. Responsys allows us to be mostly self-serve for many of our needs and projects, so we save money by not needing to pay their teams to do work for us

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Responsys review by <span>Nick P.</span>
Nick P.
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What do you like best?

Responsys is the Ferrari of ESPs. As with other reviewers, Responsys is an extremely robust tool. From security to customisation, if you are well resourced (both in monetary and human resource).

What do you dislike?

You have to ask yourself, do I need an enterprise solution? Or, do I just need to do the basics? Yes the below is subjective as I represent a small business. Ready through the following 10 tips to evaluate whether Responsys is worth putting into your consideration set.

1. Responsys is priced as an enterprise solution. I've never seen such a high CPM cost for sending <20M emails p.a. in my career? Why? They cost their services as a 'blended CPM'. Vs just a CPM for email sends.

2. You will need developers to use the product. Don't bother considering Responsys unless you have a robust front/back-end development team. If you don't, you'll have Responsys users getting very frustrated by a product far too advanced for the average marketer.

3. It is a min. requirement you know SQL to be an user of this product. Have a junior marketer who needs to use Responsys? Get them trained on SQL as it'll really help.

4. Training is too broad and expensive. In-person or online, their training skims over how to use their features vs. going deeper into common challenges marketers face. Real missed opportunities here by their training teams.

5. All post-integrations will cost money. Best you allocate at least another 10-15% on-top of the annual fee as you need to have budget reserved to further optimise Responsys to your needs.

6. Unless you pay, you'll get basic, reactive account management included. Smaller clients will get an account manager who manages at least 6 clients = can be a challenge to get a hold of them at short notice.

7. Need quick technical support? You'll have to' raise a ticket for that. If you need a quick answer for a question, Oracle support typically wont be able to help on the spot. This can quickly amplify your frustration if you just need somebody to guide you through usability challenge within the platform.

8. The interface is not for dummies. It is clunky to use at times. It take quite a long time to send a campaign if you do not use the campaign on a daily basis. I like to think of ESP programs to be easy as learning Google Analytics. A day or two and you can generally find your way. Not here. You really need to be trained up to use the interface.

9. Not a turn-key ESP. Everything has to be customised from scratch with Responsys which is frustrating. It is similar to Airbus creating the A380 aeroplane. They manufacture the plan but it is up to the airline to customise it.

10. Basic campaign insight for an enterprise solution. The architecture is the USP here, not the insight tools. If you need an ESP that provides a mini-BI tool, you will not get this from Responsys Insights (the name for their reporting tool). It only provides basic email behaviour reporting.

Recommendations to others considering the product

If you can support an enterprise ESP, consider Responsys. I.e. you need 3-5 staff to get Responsys up and running otherwise you'll haemorrhage cash like a slot machine. A combination of developers, a mid-level marketer and manager to lay down the strategic objectives to Responsys will yield the best ROI.

When you look at the 'Marketing Automation features' section of this review, note all is possible 'if you pay to integrate it'. Typically, unless you can integrate INTO Responsys, you cannot access/use it.

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

Trying to create a meaningful dialogue with the customer through the email medium. With the romantic view of 'doing the basics well', the Responsys platform has forced us to really understand the customer journey and how email plays a part in conversion. Their platform is very robust with many fail safes should the user miss particular detail. For example, when creating an automated email program, the canvas tool is very robust highlighting potential errors and warnings e.g. customers who could receive more than 5 emails per week.

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Responsys review by User in Sporting Goods
User in Sporting Goods
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Good Product, Very Delicate

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What do you like best?

Good product, I feel like our data and information is very secure through Responsys. This vendor is great for a bigger company that has at least 1-2 dedicated email specialists working in it. It is one of the top email service providers.

What do you dislike?

It can be a bit of a beast to use. Some times there are multiple steps to get a simple thing done and creating a program is not always intuitive. Also, the way that you have to set up a filter can be very complicated and confusing, depending on what you want to do. Also, to send triggered campaigns

Recommendations to others considering the product

Make sure you have the time and effort to dedicate to implementing Responsys and setting it up properly. Also, make sure you have at least 1 dedicated email specialist to work in Responsys - not a good choice if you are not planning on having someone be a dedicated Responsys user.

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

This is our email service provider. We use it to send promotional emails, transactional emails and follow up emails. We do not use there services for abandon cart or search abandon as it is way too difficult to set that up and manage with a small team.

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Responsys review by User in Consumer Goods
User in Consumer Goods
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For the analytical/tech mind

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What do you like best?

The reporting is a pivot table, which is great as an analyst but my boss or anyone without those skills would have a hard time with the reports..

Email campaign dashboard is nice to look at, not sure if it's exactly easy to use (I'm not building the campaigns)

What do you dislike?

Reports could be difficult to use.

Very technical in it's layout-- not for the "easy-to-use marketer"

We had trouble with the implementation, along with training.

The help guide isn't very helpful, and the customer portal for web tickets isn't great.

If you haven't been taught how to use the tool it 's very difficult to use. Not intuitive.

Automatically suppresses prefixes. I'm not sure if anyone was told that in the implementation process, but we have many customers that have info@ and sales@ as their prefixes and we've lost $$ because it was automatically suppresses.

Have had issues with our cart abandonment email series, and as I said before the customer care is not the most helpful.

You cannot send multiple lists 1 email. You have to create multiple emails per list.

Recommendations to others considering the product

It really depends on who will be using this product, as I mentioned before a analytical/technical mind would do best as it's not intuitive.

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

Sending email blast, triggered emails, etc.

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Responsys review by <span>Shenea E.</span>
Shenea E.
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Robust Platform For Marketers

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What do you like best?

The suite is very robust, and always at least a step ahead of what I am trying to accomplish. The platform is very flexible in handling any data source needed for segmentation. It is easy to create different testing scenarios, automated programs, dynamic content, reusable segments and more and also have real-time reporting around campaigns.

Customer support and my customer success manager have also been very key to helping to accomplish campaign goals. I have used several enterprise level email solutions, and none compare to the support and response that I receive from Responsys.

What do you dislike?

With any tool there is a learning curve. Responsys is very robust, and I feel there is functionality that I am not using today. This does give me room to grow with the suite, instead of outgrowing it.

Update: Since the acquisition by Oracle support has changed. I used to be able to get someone on the phone immediately to assist with any problems, now there is a ticketing system and delay in response.

Recommendations to others considering the product

I would recommend that you consider where you would like your programs to be in the future, and make sure that whatever platform you choose will be able to support those goals + provide the personnel to help push you there.

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

The main problem Responsys has helped me solve, is getting closer to the 1-1 relationship with customers, by allowing us to continue to grow the automation strategy, implement dynamic content, and segment smarter.

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