PathFactory - Great for Customer Success and Onboarding Campaigns!
December 17, 2020

PathFactory - Great for Customer Success and Onboarding Campaigns!

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with PathFactory

PathFactory is used by three of our business units and, where it's most effective, addresses the business problem of onboarding. It is also being used in awareness and demand gen campaigns. We do not use PathFactory outside of North America.

Pros

  • Related content that's easy to navigate between.
  • Recommend tracks based off of user's content interest
  • User-friendly navigation between content in the user's preferred order

Cons

  • The way PDFs and static documents are displayed
  • The PathFactory track navigation experience when a web page is ingested as content
  • Actual "binging" stats for demand gen content to create leads
  • We've been able to train 50% more users on new products using PathFactory
  • Have had 20% more users login to their new product within the first 30 days with PathFactory
  • Have increased our scores from customers in regards to the onboarding process since using PathFactory
We selected PathFactory because they provide a different navigation and visual experience than our website campaign landing pages and the content tracks are quicker to set up for marketers than going through the web team.
PathFactory is amazingly well suited for onboarding and training/customer support and renewal use cases. We've seen a lot of increased effectiveness in those areas. However, it hasn't yet delivered on the demand gen/lead promises that they make from people bingeing on content - would love to have more engagement from PathFactory in that area. Additionally, their data is incredibly biased towards a few use cases and scenarios. Would love to see them become more objective in their platform analytics so we can better optimize across all use cases and within specific tracks.

PathFactory Feature Ratings

Content Creation ()
Not Rated
Content Publishing
8.0
Content hub
7
Forms / Gated content
8
Embedded CTAs
9
Content automation
8
Content Reporting & Analytics
6.3
Audience profiling and targeting
6
Closed-loop tracking and reporting
6
Content performance analytics
7

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