Silverpop, an IBM Company

Silverpop, an IBM Company

78 ratings
3.1 out of 5 stars
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Silverpop is a digital marketing technology provider that unifies marketing automation, email, mobile, and social.

Silverpop, an IBM Company Reviews (37 reviews)

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  • The Silverpop Engage programs interface is intuitive and easy to use. We were able to setup a fairly complex branching nurture program in short order. The html...Read More
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    Sarah L.
    Administrator in Marketing and Advertising
  • It was a cumbersome user experience. The marketing automation wasn't what we needed, and the customer support was slow to respond to our questions. It was too...Read More
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    G2 Crowd User in Information Technology and Services
G2 Crowd User: Josefine F.
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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? 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.

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G2 Crowd User: Anand K.
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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...

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? 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.

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G2 Crowd User: Brian K.
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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? 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.

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G2 Crowd User: Anonymous
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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? 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).

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G2 Crowd User: Lauren P.
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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? 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.

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