IBM Watson Campaign Automation

IBM Watson Campaign Automation

3.6
(203)
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IBM Watson Campaign Automation is a digital marketing technology provider that unifies marketing automation, email, mobile, and social.

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Kevin S.
Validated Reviewer
Verified Current User
Review Source

"Not What You Think You Are Getting!"

What do you like best?

Not much ... It's a very expensive system for little wiggle room.

What do you dislike?

I dislike the fact they are making this harder to use then it needs to be. From setting up templates, data, programs and making easy changes. I also do not like the standard template designs, no room to get creative. Automation programs need not to be so difficult to setup. It's way easier to do, they make it hard. There isn't an option for CC or BCC. Also, if they want to send IBM professional to sell products to businesses, not have them use Power Points that display companies that aren't in business again. Update you facts and your product!

Recommendations to others considering the product:

Don't Buy -- They are switching ownership of this system and not sure where it will be going in the future!

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

Everything and Nothing!

What Marketing Automation solution do you use?

Thanks for letting us know!
Maria M.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Powerful, secure and reliable"

What do you like best?

The feature I like the best from WCA is the lead management system. The "queries" are the best segmentation tool I've seen in all the marketing automation platforms.

You can segment by anything you imagine: profile data, behaviour data and relational table data.

What do you dislike?

The thing I dislike is that IBM is not developing new features and updates as fast as the market grows. The knowledge base documentation is not updated as frequently as it should be.

Recommendations to others considering the product:

If you are looking a reliable platform, IBM WCA is a great solution. It can be considered a Premium Marketing Automation Platform.

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

WCA provides a great way to organize your database, specially large databases, and it offers a reliable email marketing engine, with a great anti-spam best practices. I have seen an improve in deliverability and open rates.

Steve M.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Great tool with wide range of capabilities"

What do you like best?

wide range of capabilities including email, sms, mobile push, automated programs.

New development in the UI is good and features quickly catching up with the older UI.

Ability to embed 'Contact Insights' into 3rd party web sites/apps is very useful.

The Watson Marketing Assistant is a cool feature which provides easy access to some very useful metrics.

Modular templates has proved to be a useful feature for our clients, allowing them to self serve.

For more technical requirements, you can use the provided APIs and also send transactional emails.

What do you dislike?

Integration with IBM Campaign is a little clunky on the Campaign side.

Reporting is not great and the screen has a fixed size which is annoying.

Not a lot of 3rd party integrations which is very unfortunate.

Recommendations to others considering the product:

great as both a stand alone solution as well as integrated into IBM Campaign.

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

our clients are sending highly personalised emails and some have integrated into IBM Campaign.

Some clients have a variety of modular templates which makes them more self sufficient, saving on agency costs.

Megan J.
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Watson on its journey for the customer"

What do you like best?

While the product has been made for a very specific purpose, I like that my team is able to tap into the flexibility that currently exists to do things that the software was not made for. Every team is not going to be used the exact same way so being able to have it fit whatever your need, for the most part, is really valuable.

What do you dislike?

As an administrator for the software, I set up its use for over 120 different users for over 30 different areas of our organization. The way the updates are occurring and how you can or used to be able to section off the different areas was key, as all users need to pull segments from the larger pool of data and allow us as administrators to run company-wide reporting over the 30 subsets. As it is moving forward the ability to keep this segmentation is continuously compromised by both Performance Insights, Org settings, and Matson Marketing Assistant. Any time anything new comes into play we have to translate the changes into a language our users understand and figure out how to safegaurd the other areas of data and content that not everyone needs access to.

Recommendations to others considering the product:

Make sure your data and infastructure are claen or you will not be able to realize the full benefit of the tool.

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

My company is now able to send global messaging internally in the case of a natural disaster or emergent medical outbreak, such as the Zika virus. It also allowed us to automate messaging for the employees that are new to our organization and provide them with the information that they need to thrive in their first few weeks or months in our company, such as signing up for retirement, coding, and setting up meetings with their direct manager on a regular cadence.

Amanda S.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Not an integrated product, does not live up to sales promised"

What do you like best?

I like that WCA can send out campaigns for text, push notification and email, and a lot of this can be done through campaigns. It also has a very flexible rule creation capability for dynamic content and subject lines (for email only). The new user interface looks good, but is not fully developed.

What do you dislike?

The transact and engage products are not at all integrated into one user interface. The legacy products are sloppily brought together and don't even interact in all the ways they should. The limitations of the database structure make it very difficult to conduct all your campaigns the way that sales tells you that you can. The new UI does not allow you to take advantage of all the features so you are stuck in legacy interface. This is far from a next generation product suite.

Recommendations to others considering the product:

Make sure you speak to a specialist before committing to this product. It is often bundled along with other IBM products and customers purchase it for the cost savings. However the work required to make it work can be expensive, and the marketing automation features are clumsy.

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

WCA allows us to create repeatable programs for users that simplify the marketing for clients marketers. But most campaigns also require developer support and using the APIS to accomplish. Other competitive products do a much better job at creating a seamless UI.

Carrie U.
Validated Reviewer
Review Source

"Ease of use and stellar UI"

What do you like best?

I really like being able to use the product without having to hire a consultant. WCA give me the autonomy I want to be able to perform my daily job functions.

What do you dislike?

There's nothing that I really dislike. There are things that I would like to evolve and IBM provides a mechanism to submit ideas. These ideas are actually reviewed and you'll find their comments on your ideas.

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

We are automating email and SMS to audiences that were untouched before. This cost a lot of manpower. Now through automated programs we are able to re-purpose those man hours to customers who are most likely to convert and let automated programs take care of the rest. We have also been able to customize and personalize at scale which we haven't previously been able to do for our 60+ brands.

Marco S.
Validated Reviewer
Verified Current User
Review Source

"Very agile tool and user friendly"

What do you like best?

I like the way the tool allow to reach the customer touch point with the best channel and also in real time mode. I Like also the way Watson campaign cloud communicate with unica campaign system

What do you dislike?

I don't like the PMR mood to manage the problem becasue of the time of response and we have not italian manager that can follow our PMR: in my team not all the collegues speak english

Recommendations to others considering the product:

I don t know other solutions but use IBM UNICA it's easy, fast but without benchmark it s not easy have clear idea about.

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

We solve the SMS onboarding program problem also with an assistant calling from London.

U
User
Validated Reviewer
Verified Current User
Review Source

"Gets buggier with every "update""

What do you like best?

There really isn't much I actually like about it.

What do you dislike?

It's very buggy and the bugs get worse with every update. The landing page feature is very backwards in its code use. The proprietary code added to the HTML makes it that in order to change a link you have to actually remove the link (which sometimes can be done with a right click, but the latest bug only allows that to work on certain portions of the page, meaning you have to delete the text and retype it) and then relink it because there's an ID number that will remain the same and therefore make the same file download, despite you changing which file you wanted for the download link. There are other obnoxious bugs that have popped up, including others where you right click to edit something and the dialog box appears further down the page, meaning you have to scroll to find it.

Recommendations to others considering the product:

Avoid. It's buggy and cumbersome and seems to only be getting worse.

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

Its basic functions work. Emails get sent at the right time. You can simultaneously work on multiple items in different tabs (i.e. upload files to the asset library while working on an email template). There are just so many bugs that it's obnoxious to work with.

Faith A.
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Marketing Automation for Agencies"

What do you like best?

IBM Marketing Cloud (Silverpop) is a robust marketing automation tool that I use as an agency for many clients across multiple industries and verticals. We like their programs functionality that allows you to drag and drop steps (emails, lead routes etc) and modify your database based off behavioral information. Our clients have been very impressed with how useful the tool is for lead nurturing, landing page creation, and web tracking.

What do you dislike?

I dislike the reporting as it very limited in terms of customization (but they are working on improving this). I also wish that some features were included like creating an automated data export from the user interface or creating super customized reports that can be generated on a daily basis. A/B testing in programs isn't a current functionality that we'd like to have as well.

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

We're helping customers deliver more personalized messaging to their customers that is behaviorally triggered and customized to each individual. We're also able to automate data processes that were previously manual and have helped bridge the gap between sales and marketing.

Colin S.
Validated Reviewer
Review Source

"WCA: the most flexible tool for DIY enterprise communications"

What do you like best?

There are a number of features, such as the template builder and contact-level mailing reports which my team uses on a continual basis. When working with these simplest parts of WCA, the thing that stands apart is the plethora of hidden functionality. These range from free Litmus and SpamAssassin testing to Hotmail and sender score deliverability reporting.

Of course, there are also more advanced features. WCA supports the creation of exceedingly intricate programs (automated/triggered series), it ties into mobile and social efforts natively, and can serves admirably well for lead scoring, lead routing, engagement reporting, content management and delivery, and a number of other functions.

After working with this tool for several years I'm still exploring new functionality which is simply unavailable from most other ESPs/ campaign management tools/API handlers/+. WCA wears many hats and makes it simple for my team to expand our communications program while driving synergy across the company.

What do you dislike?

While the training, knowledge center, and various blogs/social groups have a wealth of knowledge, the onboarding process (when I started using WCA) was very much a "we'll throw you in the pool and you'll learn how to swim" experience.

I'd recommend weighting curiosity heavily in your hiring decision when looking for someone to use this system--it's a poor fit for those wanting a done for them solution. As a client across multiple orgs, this need for self sufficiency has extended to customer support, sales, and technical support.

Recommendations to others considering the product:

Determine your objectives upfront and ensure they're aligned with what WCA offers.

Find an experienced partner to train you and show you the ropes.

Do your homework throughout the onboarding and ramp-up period. I strongly recommend the certification training offered for WCA; to date, I've found it to be the best source of information about the platform.

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

We've dramatically expanded our usage of WCA to reach our customers around the world. Few solutions would have allowed us to evolve as gracefully from blasting communications in 1 country to individual conversations with customers on 6 continents.

Along the way we've built APIs with our proprietary systems and a range of specialized tools to tie WCA into CRM data, product data, sales data, support data, etc. It handles the load with ease.

U
User
Validated Reviewer
Review Source

"tres bon automation newsletter"

What do you like best?

la possibilité d'avoir les deux écrans avec la partie edition "word" / edition code html et la partie rendu dans un email pour voir d'un coup d'oeil l'impact des changements réalisés sur le rendu final.

La possibilité de voir le rendu tant sur un pc que sur un telephone pour regarder le responsive design

La possibilité d'avoir des rapports automatisé sur le comportement du lecteur avec les points chaud "clickés..." directement visible sur la newsletter.

What do you dislike?

la partie code HTML est écrit brute elle n'y a aucune couleur pour différencier les différentes parties de coding comme on peut le trouver dans notepad

Recommendations to others considering the product:

excellent sauf le code html non différencier par couleur et alinéa gênant l'edition html. ok pour edition word util pour les personnes ne connaissant pas bien le code

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

avoir une newsletter professionnelle. IBM peut etre lié a une solution CRM / de database email

Tiago A.
Validated Reviewer
Verified Current User
Review Source

"Very complete solution"

What do you like best?

IBM WCA is very complete, you can do simple stuff as well as very complex and sophisticated one. The database management is the core of the solution. Although not very intuitive, once you get the logic behind it, it is extremelly useful. The possibility to integrate with other solutions and databases (CRM, Channels, etc) via Universal Behavior Exchange, is one of the best features as well.

What do you dislike?

The solution is very robust but sometimes not very intuitive, so it takes a while to get the most of the technology. Reports and landing page designer is also something to improve.

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

It allows sophisticated personalization messaging and a consistent relationshinp accross channels. Email marketing and social audiences are the features we use the most.

Mark B.
Validated Reviewer
Verified Current User
Review Source

"IBM Watson Campaign Automation (5 year Power User Weighs in)"

What do you like best?

It has a very understandable user interface. Allows you to import templates from different platforms. Testing with personalization is relatively Easy

What do you dislike?

It would be nice if it had a better WYSIWIG (drag and drop) interface that worked constantly with Responsive design.

Recommendations to others considering the product:

If you want an ESP that is going somewhere, you can't go wrong with IBM Watson Campaign Automation. They give you a lot of tools for very reasonable price.

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

Engaging our customers with the latest content and products.

Jimmy M.
Validated Reviewer
Verified Current User
Review Source

"Marketing Automation at Its Finest"

What do you like best?

The IBM marketing cloud has plenty of acclaimed features, but what we like the most is its integration with Silverpop. We are an email-heavy company that relies direct one-on-one communications and IBM Marketing Cloud and its API help us integration everything into our internal, customized CRM. Contact management has never been easier, and monitoring the effectiveness of all our other marketing efforts have also become a breeze.

What do you dislike?

The main complaint would be the lack of consideration to user experience (UX). Of course, we could just be an outlier, but our team struggled initially during the onboarding process. The menus and descriptions in the backend dashboard are not particularly easy to comprehend at first, and there were many instances where we just scratched our heads wondering why IBM chose to configure certain functions / dashboards the way they did.

Recommendations to others considering the product:

Take advantage of the provided onboarding process. It will take several of your team members to fully immersive themselves and truly understand the system to ensure a smooth operation moving forward.

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

Over the past 3 decades, our company has marketed our products and services through various mediums. In today's digital age and emphasis on providing what your customer wants, rather than what you want them to want, we needed a comprehensive solution that could integrate all of our marketing in one place. The IBM Marketing Cloud has certainly done so, nearly all of our marketing has various touch points with IBM's software at this point, and it has made our jobs much easier.

Thomas Duerlund M.
Validated Reviewer
Review Source

"Good Products. Needs more advanced features"

What do you like best?

It's easy to use. Very intuitive and very fast. Easy to set up databases and contact lists

What do you dislike?

Not very modern. New experience is way slower than the old one for a super user. The sidebar keeps popping out, and you need to click it away actively.

There's no API for reporting and getting dynamic content data out.

You have to log in and out so many times, when switching between accounts. It's very bad.

Recommendations to others considering the product:

Doing multi-channel this is the tool. But a lot of add-ons needs to be set up. Be sure what you want to do and qualify and this product will make you shine.

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

Mostly emails. and programs.

Claudio H.
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"True Multichannel Campaign Automation Capabilities"

What do you like best?

WCA really brings multichannel automation capabilities to the table. By integrating all of our digital channels in one single platform we can build really rich campaign programs that leverage the customer behavior across all of those channels.

What do you dislike?

Integrating the mobile app is a little challenging, but that is the case with every other platform out there. WCA SDK actually adds a lot of nice funcionalities to the mobile app itself when the integration is done properly.

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

We are creating and implementing complete marketing strategies to our customer`s full life cycle. Those strategies take their digital behaviors and transactional behaviors in account to deliver rich, meaningful and contextualized interactions.

UE
User in Education Management
Validated Reviewer
Review Source

"How innovative that the IBM Watson can be."

What do you like best?

IBM has been the most long standing company in office operations since the invention of the typewriter, telegram, press machine and other forms of communication from office systems. It is so amazing how this company has stayed with the innovations, and changes in our technology based world.

What do you dislike?

I dislike that a lot of the new generation don't really know much about the IBM Company and how the office systems as simple as a typewriter have changed how we communicated, now we have digital communication via the internet, and mobile devices, which opens us up to getting the information out faster, but sometimes to our detriment, because the youth of today don't have a filter in how they communicate their values, ideas and thoughts on the social media networks. I wish that they IBM Watson would create an operating system that would eliminate the junk.

Recommendations to others considering the product:

I suggest that you ask teachers, administrators and other users come to several workshops either in person online to test it out and give feedback on how efficient and effective this IBM Watson is in their field of work.

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

This type of computing is so innovative and amazing, yet the teachers, administrators, and decision makers need to get trained on how to us this effectively in order to use it for the educational field of classroom management, discipline protocol etc. This program hopefully can be customized for the use of the educational community and also make it user friendly for the users. The problem when new technology comes out it doesn't always align with all types of businesses.

Mike W.
Validated Reviewer
Verified Current User
Review Source

"IBM Marketing Cloud and SilverPop"

What do you like best?

SilverPop provides a lot of fairly easy to use solutions that other large ESPs do not. They offer a capable automation program that has allowed me to setup over 150 triggered emails in.

What do you dislike?

I dislike the some of the segmentation options in the IBM SilverPop platform. You're not able to create simple segments of customers that opened an email or clicked an email over a period of time. Instead you have to segment off of individual links clicked in emails or opens of a specific mailing. There are no universal segmenting rules for number of opens or clicks.

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

SilverPop has allowed us fair amount of flexibility for our mass emails to customers and have an open API that has allowed us to plug in other tools where IBM's Silverpop has failed.

R Scott V.
Validated Reviewer
Verified Current User
Review Source

"Couldn't Image Anything Other Than IBM Marketing Crowd"

What do you like best?

Being in the marketing industry for 7 years, I've had exposure to HuBSpot, Eloqua, and IBM Marketing Cloud and the marketing management and capabilities far surpass any others in the industry. Highly recommended above anything else. The ROI is immeasurable. Couldn't be any happier with the robust capabilities. My team has accomplished incredible feats.

What do you dislike?

Would love to see some type of Outlook 365 integration in the future. Sometimes the reporting capabilities are hard to export and edit in spreadsheets/powerpoint presentations. Usually that's not a big issue and can be played around with to achieve the end goal.

Recommendations to others considering the product:

The mobile marketing component is the best part of this product. It's worth the purchase for mobile alone.

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

Handling inbound/outbound marketing leads for several hundred thousand accounts. Having this automation tool is the best for marketing management and organization.

Ryan B.
Validated Reviewer
Review Source

"Watson Campaign Automation has allowed me to make smarter decisions with email communication."

What do you like best?

What I find the most useful is the ability to test and reiterate. From A/B/C/D testing, inbox monitoring and send-time optimization, you can play around with testing to enhance your email send.

What do you dislike?

From time to time, the platform can be a little buggy. Support has been great and very responsive, but issues with sending and saving.

Recommendations to others considering the product:

In full disclosure, I'm an IBMer. WCA should be considered along with other popular email platforms. However, I feel like support has been much better with WCA when comparing other competitors.

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

We've been able to save time, and ultimately money, with WCA insights and targeting. I'm an IBMer using the tool.

A
Administrator
Validated Reviewer
Review Source

"Excellent Product"

What do you like best?

The ease of use. As someone who had no prior experience with the product prior to joining my company, I was impressed with how easy it was to learn. As an organization we leverage for B2B communicatiuons. Over the last two years our use has grown exponentially and the product has been flexible to our needs along the way. I'm excited for what I saw on the 2019 roadmap.

What do you dislike?

Improvements to inbox monitoring are coming, as well as contact fatigue. I'm lookin g forward to those improvements which will benefit our organization.

Recommendations to others considering the product:

The possibilites are endless.

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

Communicating with our Independent Agency force. Having the ability to send on behalf of our underwriters or key staff with the added benefit of responding directly to them has created a business efficiency and eased the workload on our underwriters.

Andrew N.
Validated Reviewer
Verified Current User
Review Source

"It does what we need it to do, but it has its issues"

What do you like best?

IBM Marketing Cloud (or SilverPop) is a great tool that allows you to manage users in a database and is a great tool that allows you to email your users pretty easily. It has query tools that allow you to send emails to segmented groups of users so you can really target your emails to specific clients.

What do you dislike?

A few times now we've had an issue and when we called in for support it was an open case/bug that IBM was working on, but they neglected to notify anyone about. While it's great that we could get in contact with them, they could use some improvements on the client contact side.

Recommendations to others considering the product:

IBM Marketing Cloud has its quirks that seem a bit tedious to work with, but once you get past the quirks it really is a great tool that allows you to manage your email subscriptions simply and allows you to build and send emails.

One of the nicer features is that any hyperlinks added into your emails can be tracked so you can see analytics beyond opens and clicks. You can see what percent of users clicked on each specific link.

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

We are primarily using SilverPop to manage our email list and to send emails. It's great because we can have users manage their email preferences and the database will automatically update based on the info they add it. It really cuts back on the database management work and we can even add preferences to further segment users on the user preferences screens that you can setup within the tool.

Leo C.
Validated Reviewer
Verified Current User
Review Source

"Extremely flexible and scalable for B2C and B2B scenarios"

What do you like best?

Flexibility. Scalability. Ease of use. Has scaled from large B2C customers to complex B2B scenarios with our clients.

What do you dislike?

Enabling new features is cumbersome. Licensing can be confusing.

Recommendations to others considering the product:

A highly scalable Customer Experience platform. Easy to learn and flexible. If you're looking for a standardized, templete-based marketing automation software then WCA might not be your best choice. Works great in complex environments where you need highly personalized communications at scale.

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

We've been using Watson Campaign Automation for 6 years with clients of all sizes, from 7M record B2C companies to highly complex B2B scenarios.

AI
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Has Potential, lacks finesse"

What do you like best?

Over the past year since their acquisition of Silverpop, I've witnessed IBM begin to revamp and roll out their own quarterly updates to the platform.

The email marketing aspect of it has seen the most love in recently releases with an updated UI and easy-to-manipulate templates.

What do you dislike?

Still very wonky due to the old UI mix-ins with the new UI and their potentially capable but nearly unusable Landing Page Designer falls short more often than it should for a full release product.

Recommendations to others considering the product:

Keep in mind the heavy on-boarding process as with any major marketing platform. Implore IBM to dedicate technical and non-technical people to assist in the on-boarding and always write down all questions to ensure they're answered - you'll inevitably encounter the same problem you initially resolved and quickly forgot the solution. That's simply because the platform is so robust and so complex, very few would be able to comprehend it all, retained.

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

We've witnessed better overall reporting than our previous tool, MailChimp in both landing page conversions and email.

AH
Administrator in Hospital & Health Care
Validated Reviewer
Verified Current User
Review Source

"Unthinkably anti-user"

What do you like best?

Silverpop has a robust selection of tools. The only problem is that many of them are very difficult to find.

What do you dislike?

This platform has the worst UX of any system I've ever had to learn. The menus don't make any sense. Headings aren't categories, they are menu items, but don't look clickable. In order to get statistics on platform and client of users, you don't look in email reports, you look in Email Insights, then click a tiny tab at the top, and then you have to assign an outgoing campaign to it. This is not collected passively. There are an extraordinary number of weird issues like this. Read some Steve Krug, people. Usability is important.

More than anything, I dislike IBM Silverpop for breaking my e-mail templates. I was lucky enough to discover a new bug in which Silverpop strips the height and width properties from HTML elements. This makes it impossible to add images at double resolution for retinal displays, and makes responsive design where images may expand or contract extremely difficult. This issue only affects users of Outlook 2013 and other versions that process with Microsoft Word, but that is a huge share of the market--especially the contributor market for nonprofits.

This seems to be an isolated bug, but a bug that IBM's customer service refused to acknowledge for about a month until I recorded myself demonstrating the issue. Even then, IBM customer service tried to throw me under the bus to my supervisor, claiming it was an HTML issue. The issue is that Silverpop is rewriting my HTML document, not that the document was written wrong. Now the issue has finally reached their Tier 2 bug gurus, but the damage to my reputation at my office has been done.

Recommendations to others considering the product:

Use another product to reach your market.

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

We are trying to increase revenue for donations, memberships, and programs. We are successfully using IBM Silverpop to segment our hundreds of thousands of email subscribers with targeted messages. Our responsive template, even, has proven a success in increasing revenue across all departments.

CM
Consultant in Marketing and Advertising
Validated Reviewer
Verified Current User
Review Source

"Great MAP with new features being added in quick succession "

What do you like best?

IBM (formerly Silverpop) has grown incredibly quickly since their acquisition. Previously, the platform did email marketing well (great deliverability score, intuitive list management, and nice send process), but since the acquisition, the product has really come to life. The product has been updated to have a more modern look, and the send process has gotten increasingly better. The software is quite robust and we have begun to use more of the features on the platform than we did previously (Analytics, Journey Designer, building landing pages, etc.).

What do you dislike?

Historically, the software has been great for trained personnel, but because it is en Enterprise solution, it is much less intuitive than other ESPs on the market (if we to just compare the email portion of the software). The email templates provided are okay, but aren't very versatile. You get one template per category (transactional, ecommerce, thank you, welcome, etc.). Until recently, IBM didn't offer any pre-built templates to use with their editor.

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

We began using Silverpop as an ESP but are now using it more as a MAP now that IBM has made several improvements. We are soon going to be able to integrate IBM with Dynamics, which will be incredibly helpful to our Sales team to see how MQLs have interacted online with our organization.

Edgar I.
Validated Reviewer
Verified Current User
Review Source

"It fits our needs"

What do you like best?

He's simplicity. It's intuitive, it's easy to create templates, and is a powerful tool for segmentation. The report side is better than other competitors.

What do you dislike?

Sometimes it has delays on calculation. Depending of your database size, it could be a problem to calculate some queries at the same time. I've worked with this software in two different companies with 2 different database sizes (24M and 1M) and for the 1M is better.

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

We have our customer lifecycle integrated into them, automatized. It optimize a lot of manual processes.

Yolanda C.
Validated Reviewer
Review Source

"Watson Automation Great for email Marketing"

What do you like best?

I really like the ease of use and the friendly customer support. I also like the reporting features and it is very easy to upload your own code for your email designs.

What do you dislike?

I don't like the fact that there are not enough options when creating queries. There is not an option to query based on the amount of subscribers you would like to send to.

Recommendations to others considering the product:

Watson Campaign Automation is great for email marketing and developing drip campaigns.

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

I use IBM Watson Campaign to send B2B and B2C email campaigns. The reporting tool helps me measure the effectiveness of my campaigns and shows me ares that need to be improved.

Michael M.
Validated Reviewer
Review Source

"Great product with some room to improve"

What do you like best?

Once a workflow is established, the general day-to-day is pretty easy to maintain. I came from Bronto at another company and reporting seemed easier with the UTM parameters being associated with the campaign name, vs. having to manually add parameters into all hyperlinks.

What do you dislike?

Support videos, as well as Support employees are from another country. I used to work with linguists, and the struggle is to get to an understanding when speaking to someone. I found the solution a few times before support was able to as well. Not a huge complaint but was a bit of a headache at times.

Recommendations to others considering the product:

Try to get the CSM to showcase the horsepower behind SilverPop. This is a known Marketing Automation solution for a lot of big companies. I will be again working with SilverPop in the near future, and will be doing just that.

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

Marketing Automation - we were able to automate some workflows using this product.

Lawrence L.
Validated Reviewer
Review Source

"Powerful but dated"

What do you like best?

It's a flexible solution and can handle large volumes of data. If you're an agency, you can use one instance for multiple clients or if you're an organisation can split data and assets between departments.

Deliverability is good too and support are prompt and knowledgeable.

What do you dislike?

The interface is old and clunky and the email builder is particularly poor. This translates additional time to get things done.

Recommendations to others considering the product:

Make sure you have a solid plan in place before you start.

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

When set up, marketing automation can help companies be relevant and timely in their communications. It's never quite 'set and forget' but good ROI can be achieved if a solid strategy and good data are in place.

A
Administrator
Validated Reviewer
Review Source

"Underwhelming, Difficult to Use"

What do you like best?

Low learning curve to get off the ground sending campaigns. Good support team with quick response times.

What do you dislike?

Limitations on building queries. Retrieving exported files requires lots of digging through various folder structures. Building reports often requires downloading multiple CSV files and doing vlookups to measure very basic metrics. Some aspects of the automation process require reverse logic, like "has not not opened" to function properly. Poor deliverability. Very little contact from account manager.

Recommendations to others considering the product:

I'd keep looking. There are other platforms that can do everything IBM can do, and more intuitively. IBM is obviously a name to trust in the world of tech, but their marketing platform seems like it was built for an IT department and not marketers.

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

Attempting to onboard new customers with various automated programs giving instructions on how to install and use their product.

David S.
Validated Reviewer
Verified Current User
Review Source

"New posibilities"

What do you like best?

The easy way to create programs according to our customers journey, so we can make communication more efficient

What do you dislike?

The SMS reports are very limited and we can't get tracking about who send and what send in a simple way

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

Mailing, SMS send and tracking the interactions, also creating new communications with the HTML inerface

A
Administrator
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"IBM WCA provides exactly what we need. Customer Service seals the deal."

What do you like best?

The customer service makes it feel like a smaller organization than it is. Whenever there is something out of reach, our client success manager helps us get what we need.

What do you dislike?

It has been slightly frustrating to keep up with the change of names and features especially when we are service providers for clients that have a loose understanding of our Marketing automation system. SilverPop to Marketing Cloud to Campaign Automation to Watson Customer Engagement... we will just refer to it as SilverPop because its much easier to explain to our clients.

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

Ability to have one-to-one communication with customers. Personalization is relatively easy to pull off as long as our data is clean and robust.

AB
Administrator in Banking
Validated Reviewer
Verified Current User
Review Source

"Robust and Progressive with Single View of Contacts"

What do you like best?

IBM Content Management gives us the ability to create multiple databases with relational content. It can be updated in virtual real-time, which gives us a ton of opportunity to be immediate in our proactive messaging. It integrates across web as well, so we are able to integrate user behaviors on our websites to make our messaging even more relevant and timely. Users have the ability to generate a ton of templates, which you can optionally lock to allow select users to update copy without being able to alter other elements of the email.

What do you dislike?

It has one heck of a learning curve - especially if you are not familiar with database management. It took us more than the 90 day onboarding to get our first communications out. Granted, some of that was a matter of trying to implement while also managing several other demands, so be prepared to dedicate more time to learning, testing, and tweaking before seeing your first fruits.

Recommendations to others considering the product:

Do your homework to make sure it is the right fit for your culture and expertise. It's a great platform with tremendous potential. It may be overwhelming; putting in the effort and attention it requires, will make it a powerful tool and your biggest asset for success.

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

We are getting highly personalized, timely and more relevant in communicating with our audiences. We also have set up approval workflows to ensure proper proofing is done before broadcast. Also, we are deploying A/B testing to optimize our messages for best open and conversation rates.

E
Executive Sponsor
Validated Reviewer
Review Source

"Ordenar el desorden"

What do you like best?

WCA nos permite ordenar y optimizar procesos que no estamos siendo capaces de soportar por el equipo. Em vez de contratar mas personas con esta herramienta logramos hacer mas cosas con el mismo presupuesto

What do you dislike?

No hay temas que en este minuto nos disguste, sin embargo, el lograr entender todo el ecosistema no es facil, da mucha inseguridad saber si se esta comprando o no el producto o las partes adecuadas

Recommendations to others considering the product:

Revisar los actuales costos, probablemente el salto solo va a ser un marginal ya que actualmente ya se gasta mucho en el envio de SMS y emails

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

Mejor productividad en el evio de campanas, mayores automatizacion, y journeys mas complejos

A
Administrator
Validated Reviewer
Verified Current User
Review Source

"No longer a valid Email Vendor"

What do you like best?

We signed up under Silverpop before they were integrated into IBM. Great marketing, promotions, and options. They are now a marketing firm only.

What do you dislike?

The problem is they are supposed to be an email vendor, who no longer knows how email systems work. They are supposed to recognize when email addresses expire by "hard-bounces" and then clean them out of our email lists. Their system stopped doing this and ignored the errors. The closed emails were eventually sent to honey pots such as Spamhaus who -did not- report us as spam due to our reputation and history with them, but instead contacted Silverpop to alert them of their error. Silverpop didn't understand and rather than fix their routines, turned off the send on our account, send us an communication indicating bots had filled our email lists with invalid contacts, blamed us for issues, and denied everything. This was on top of the fact that over the 3 years we have been with them, the key features they sold us on still have not materialized and been made available to my company. They continue to report -0- errors in transmissions, refused email accounts, and other hard-bounces on 1.5M email addresses on a daily basis. Their service failures and outages are routine, and they seem to reboot the servers rather than track the issues down.

Recommendations to others considering the product:

They will work, if you are technically inclined, can invest the time in debugging and understanding their platform and your emails are not mission critical.

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

Delivering our digital periodicals to customers on demand.

U
User
Validated Reviewer
Verified Current User
Review Source

"The basics"

What do you like best?

I like the journey building program and email building.

What do you dislike?

Nothing is out of the box. You need a full time developer to create the emails and any type of pop up or landing page.

Recommendations to others considering the product:

WCA works right now, but it lacks integrations with 3rd parties, no out of the box options for retail (ex: cart abandonment, pop ups, etc).

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

We create journeys and they work great for us. We nurture our customers with the right messaging that’s unique for them.

A
Administrator
Validated Reviewer
Review Source

"Powerful Tool with its Quirks"

What do you like best?

IBM Marketing Cloud/Watson Campaign Automation (formerly known as Silverpop), creates a lot of opportunity to cater personalized messages to a defined audience. Aside from personalization, IBM Marketing Cloud allows you to automate messages, which enables your business to increase its productivity.

What do you dislike?

1. Content Builder is not friendly for marketers, even with predefined templates.

2. Forms do not allow you to use relational table data and are not robust compared to other form builders

3. Landing pages have no predefined options for BASIC MARKETING LANDING PAGES that can be modified by MARKETING PEOPLE.

Recommendations to others considering the product:

If you are looking for a more sophisticated marketing automation system, this will fit your needs. However, if you want something that is going to be perfect out of the box, this is not your solution. You will need to do in-depth trainings to understand everything the tool has to offer.

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

We are engaging our customers through automated, localized campaigns. Once we integrate our CRM, we will be able to create a full customer profile to target more specifically and nurture our customers in a more meaningful way.

Anand K.
Validated Reviewer
Verified Current User
Review Source

"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 give you IPs to handle yourself, You have assign the ips yourself to each and every query and segments you create. An inexperienced person who is new to email marketing may spoil the IP and domain reputation.

7. Support - support team takes there own time to answer your request and their support is not available on saturdays and sunday.

8. Report tabs. If you have a large database and you have already done many campaigns then report tab will not load at all. It will keep on loading and suddenly it will show unexpected error occurred.

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 problems are you solving with the product? 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.

Niels E. A.
Validated Reviewer
Review Source

"Implemented Watson Campaign (former Unica :-) ) "

What do you like best?

Campaign configuration and the parallel multi-level campaigns that can be automated and with some sort of ML can help customers get the most appropriate offer relevant to their needs

What do you dislike?

Different modules (alto eternal 3rd party) in getting the platform to work

Recommendations to others considering the product:

Go get Adobe ...

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

Exactly what it says - campaign automation. Going from 2, 3 or maybe 5 campaigns to hundreds that are taken based on customer interactions

Josh W.
Validated Reviewer
Review Source

"IBM Campaign - Strong & Reliable"

What do you like best?

I like the integration with both inbound and outbound messaging tools as well as the solid, simple interface best.

What do you dislike?

We're currently in the midst of moving from a back-end database in Netezza to one in Oracle. The tool's performance with Oracle has been a challenge.

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

We are executing omni-channel, multi-touch campaigns. Benefits include the integration between both inbound and outbound channels for better personalization and flexibility in member communications.

Claire C.
Validated Reviewer
Review Source

"A robust and reliable tool that supports our business goals"

What do you like best?

The users of this tool are generally happy with the usability and we're happy with the capabilities it provides.

What do you dislike?

It would be good if IBM could proactively share new capabilities with our Business Partner users so that we can make the most of UX improvements to make their ways of working more effective and efficient.

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

We're able to prove the incremental revenue we are generating by communicating to customers

Violet K.
Validated Reviewer
Review Source

"Great tool to keep track of and deploy emails"

What do you like best?

My favorite part about the IBM MC tool is that I can quickly create a copy of a previous email, and just update the necessary areas because everything else is transferred from the original

What do you dislike?

There isn't anything I can put my finger on. It's a very user friendly tool

Recommendations to others considering the product:

This tool is great for a large company that sends out many emails

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

We are using this tool to upload and deploy emails, we use it for testing purposes as well, and for some analytics

Melanie S.
Validated Reviewer
Review Source

"Super confusing."

What do you like best?

I liked the purpose of this product. But, it is difficult to figure out. I had trouble figuring out how to use it easily - needed training.

What do you dislike?

Not many people use it, so training is limited and it's a bit tough to navigate. Training is necessary though.

Recommendations to others considering the product:

Know what you are using this for specifically, otherwise it'll be confusing.

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

It helped with utilizing social campaigns. But, definitely could've used a different service.

U
User
Validated Reviewer
Review Source

"Performs as expected, but leaves a lot to be desired "

What do you like best?

It was an improvement from the software we were using previously to deploy daily/weekly/monthly newsletters in terms of customer support being more responsive, and better capability to organize files.

What do you dislike?

The UI leaves a lot to be desired, and certain design (such as the slider bar for setting deployment time) left room for user error. Page load times during the "set deployment" phase were so long from time to time that the page itself would time out.

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

Managing all newsletter deployments/tests for the content, marketing, and events arms of our business. Better organization re loading templates, condensing files, etc.

AI
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"We use it for marketing and event emails to our members. "

What do you like best?

- Ease of use

- Split view

- Test mailing feature

- The option to view what your mailing will look like if you were on a mobile device or tablet

- The option to merge data fields, and queries

- The option to schedule mailings

- The option to track who opened the email and hyperlinks in the emails

- User friendly

- Great interface

- Everyone can access the mailing that their colleaue worked on.

What do you dislike?

- Can't paste pictures

- Sometimes my mailings won't save so I have to start over

- Sometimes its hard to move things around in your mailing

- Its not easy to remove hyperlnks

Recommendations to others considering the product:

It does jut about everything you need it to do for email marketing and then some. It also integrates with 123Signup to pull our members to make our queries. So its easy to find out marketing targets. Making the queries is a little complicated, but I would recommend silvepop.

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

The silvepop mailings help drive attendance to our events. The mailings are very interactive and user friendly for our members. We can put all the info, pics and links that they need in one mailing.

Brian K.
Validated Reviewer
Verified Current User
Review Source

"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 problems are you solving with the product? 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.

UP
User in Political Organization
Validated Reviewer
Review Source