Oracle | Responsys

(71)
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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Responsys review by <span>Michael S.</span>
Michael S.
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Organic
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The only true automated B2C platform on the market

What do you like best?

The fact that as a marketer, I have the ability to create 3 different types of databases to hold customer info and I have full access to that data at any time is invaluable. "Set Data" and "Get Data" are very underutilized features of this tool where marketers can update any of those databases automatically based on consumer actions. Salesforce, YesMail, and other platforms either don't give access to databases to the marketing team, or they don't have any databases. This causes marketing teams to be dependent upon a Business Intelligence team to build lists, etc. and most of your time is spent putting together campaigns instead of automating and analyzing. The most important key to this platform and making it successful is getting data into the system, and in what database you place it in. Make sure you pay attention to the functionality of all three databases and you're mapping data accordingly. This will make or break the product.

What do you dislike?

There are quirks to this platform, as would be expected of any enterprise solution. RPL is a language that can be used to program emails. However, Responsys doesn't tell you that RPL cannot be used in Forms to submit data until you reach out to Support and they give you the programming language you'll need. Why an issue like this exists is unexplainable and can be very frustrating when building. Also, the training for this product is very underwhelming. You can go to a 3rd party like Shaw + Scott, and it won't make any difference. This is the main reason the product is so misunderstood.

Recommendations to others considering the product

This platform is ONLY to be used by companies who are marketing-centric. Sadly, most places I consult allow the Business Intelligence team to control marketing. For those companies, Salesforce makes more sense. That is a batch-and-blast system that makes sense in the business intelligence driven world. However, if you're a company that is dedicated to marketing, who has a person/team dedicated to email who is self-motivated, this is the only platform to use. Your learning curve for content that resonates with your clients, etc. will be so much shorter and more aggressive in Responsys than any platform out there because you'll spend much more time analyzing and much less time building. You'll have to retrain your mind to work in a situation-centric mind frame instead of an individual driven marketing world (building lists). This is the most mis-understood ESP on the market and sadly most clients don't even come close to utilizing the system because they haven't been shown why it is so powerful.

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

The benefits are countless. I work at Accenture and have helped many clients in multiple verticals optimize this product. They have abandoned cart, confirmation email, SMS, MMS, display, and other automated functions that can be utilized. Sadly, most people don't understand the power of this tool. I've been using it since 2011 and it takes time, practice, and a change in perspective for most people and how they go about doing email. If you embrace the power of the tool and dedicate a marketing person to this platform, the possibilities are endless.

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Responsys review by <span>Zack S.</span>
Zack S.
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Strong Email Platform with Advanced Features; Beware of Learning Curve

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.

What Marketing Automation solution do you use?

Thanks for letting us know!
Responsys review by User in Wholesale
User in Wholesale
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Invitation from G2 Crowd
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Be careful what you wish for

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

Responsys review by <span>Nick P.</span>
Nick P.
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Verified Current User
Organic
Reviewed On

It is a question of WHETHER YOU WANT a Ferrari OR YOU NEED the Ferrari

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.

Responsys review by User in Sporting Goods
User in Sporting Goods
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Verified Current User
Invitation from G2 Crowd
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Good Product, Very Delicate

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.

Responsys review by User
User
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Great service and all around helpful product

What do you like best?

Our Customer Success Managers have always been great, and that makes a difference when spending a large amount of money on a technology we use everyday. The tool itself is fairly straightforward and easy to use, and offers opportunity to send dynamic content to customers, which is a bonus.

What do you dislike?

Training materials/"Help" documentation online is a bit confusing and not always easy to locate what you need. I usually have to open a support ticket for most problems and then have them help me find things that way.

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

We use Responsys for all of our email needs and it has been a great product for us.

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Kate from G2 Crowd

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