Acoustic Campaign vs. CallidusCloud LeadRocket (discontinued)

Silverpop is a powerful and comprehensive tool for digital marketers, and is apprprioate for companies of varying sizes, as well as both B2B and B2C models. It's particularly well-suited for companies with large, accurate customer databases and the ability to track customer actions on their websites to use as marketing automation triggers.

We have really enjoyed the personal level of customer service with CallidusCloud and the quick turn around on any concerns and issues. CallidusCloud works well as an integrated instance with Salesforce and also as a stand alone instance that can send to csv files. We have been able to build campaigns, track success of said campaigns and manage automation. The level of integration has been key to our success and to the ability to create professional, personalized templates that are true to our brand but allow us to innovate. We also are pleased with the way that we can add blocks of emails on during our busy times so that service is not interrupted.

Incentivized

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• Automated Messages - we currently have over 70 automated messages going out on any particular day through feeds and API calls that we pass to Silverpop. We rely on these automated messages to communicate to our customers and can rely on Silverpop to always be up and running to get these messages out.
• Robust query building - We can target customers easily based on a combination of demographic profile data, as well as email and site behavior and purchase behavior, allowing us to finely segment our audience
• Deep dive reporting - the UI reporting, as well as the available reports to download through the API give us tremendous insight into how our subscribers are responding to email.

• Reporting - we can send out emails all day, but if we don't have something to report to the client after-the-fact it voids the entire process. Genius provided a visually stimulating reporting tool.
• Tracking - Genius was great at tracking opens, clicks, bounces, hard bounces, etc. This helped us clean up our system as we sent campaigns out.
• CRM Integration - Genius was great about tracking each contact (in Salesforce) and their activity via emails.

• Data syncing and errors - Silverpop does not do a great job of getting data to sync regularly with our CRM (Salesforce.com). The data had to flow back and forth several times before being added to campaigns and in some instances, it took days to update leads! Also, failed lead syncs get stuck in an alert list but it does not notify you otherwise that a lead failed the sync.
• Design issues - we use custom HTML to build emails and landing pages, and we were unable to render background images on our campaigns. Also, once you toggle between design and source (code) view to make edits, it often broke the code and threw off the design.
• Administrator alerts - when sync fails altogether between systems, there is no email alert sent to the system admin (me/my team) so we at times have found that we have gone 18 hours until we stumble across the fact that the system sync has failed.
• Reporting - it is not very comprehensive and we had difficulty generating the level of reporting that we need to have.
• Support - there are a few gems in the support team who know what they're doing, but largely calling support is a lesson in frustration.
• Product bug fixes - in two instances, my open support tickets were identified as product bugs. One related to incorrect cookie tracking which was causing our leads not to be scoring properly. They determined that this wasn't critical enough to build into their product fix road map. This is core to an automation system working properly.

• One area of LeadFormix that could be improved is the way it schedules out an email to multiple lists. It can get problematic when an email scheduled to ten lists takes ten hours (one list per hour) to go out. It also isn't efficient to make us schedule individual emails instead of this process. I would like to be able to send out an email to ten lists and have it arrive in everyone's mailboxes at the time I scheduled it for.
• The email design platform could use work. I've resorted to coding my emails using html, since the WYSIWYG platform seems to add unwanted and un-needed style codes throughout the email (it's not a platform for people unfamiliar with coding).

SilverPop is a great marketing tool that integrates with Salesforce to provide customers and employees a great buying and selling experience. The software takes some very difficult tasks and makes them easy to accomplish. With proper setup and management, Silverpop gives you the tools to gain insight into the productiveness of campaigns.

Since the company has grown, the personal touch has dispatched and it's more difficult to get a rep. There is no longer a phone call that can be made but the responses don't take as long as others and the glitches are becoming more and more frequent.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

This is a little bit difficult to rate because Silverpop is gradually updating its interface to improve usability all around. I know users are able to do their job with minimal assistance. However, some of the interface is dated, and the Programs interface, while functional, has a bit of a learning curve.

Very easy to use and designed well.

While several of the other reviews have mentioned poor performance in this department, we have only had one situation where the system was down (although it was down for several hours). Silverpop segments its clients on different servers, and I know that the problem we experienced only occurred on our specific server (maybe other servers have had their own problems?) but our service has been reliable otherwise.

The Salesforce Integration support team is fantastic. I'd give them greater than a 10 if possible. The rest of the support team can be extremely frustrating to work with. Too often they try to blame something obscure and refuse to escalate or look into the issue. And on occasion when you find system glitches they don't seem to care about fixing them

It has declined since we started with this company and it could be better.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

The online trainings are very detailed (for the most part) and really walk through the entire system. They are a little dry, but they are usually broken up into segments to allow you to skip to the parts you need.

We selected CallidusCloud (Genius) based on the level of service for the price. It was more cost effective then Silver Pop which was another tool recommended to us. On the other hand, mail chimp did not provide the level of integration needed with our CRM - Salesforce. We need to be able to connect the response to an email campaign to the individual contact (student) record and determine the success of the campaign.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• we have not experienced any currently but moving to lead automation and lead scoring could change that.
• i'm not sure how increased employee efficiency would ever be a benefit b/c lead importing and visibility, along with setting up email templates is quite cumbersome.

• We have had problems with our emails landing up in spam which was hampering out marketing efforts.
• Too many features that add very little value to business
• You spend too much of time on the tool because the UI is very confusing

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info