Salesforce Journey Builder

3.9
(20)

Salesforce Journey Builder delivers cross-channel personalized experiences at every step of the customer lifecycle with B2C journey management.

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Salesforce Journey Builder review by Laura T.
Laura T.
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"Journey Builder - Multichannel "

What do you like best?

Journey builder has helped our company talk to our members in a way we have never done before. Having the ability to create decision splits based on data or engagement (open, clicks) of emails was just the beginning - now we are incorporating mobile text and Print for less (physical mail) all within our live/active journey to nurture our audience with the best channel of preference.

What do you dislike?

Salesforce marketing cloud constantly has updates to the platform and the only thing i semi have issues with is Data flowing through journey - but they are soon adding ways to export data straight from the journey to see why people might have been excluded/not met the criteria to enter.

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

We are building our customer 360 view for our business - sending our members through a Journey will track our members in Salesforce to see exactly what our customer service sees and creating an overall better user experience.

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Salesforce Journey Builder review by Jean M.
Jean M.
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"Reliable and Increases Efficiency"

What do you like best?

I appreciate that the majority of Salesforce is intuitive, functions work as you would expect and want them to. Having quick reference to items you have viewed recently is especially convenient. I also like that it serves all functions; I can track when emails were sent by sending them through Salesforce, I can easily keep track of the last time someone was contacted, and I can easily share information with my colleagues.

What do you dislike?

The most frustrating aspect of Salesforce came with the conversion to Salesforce lightning. When choosing the "talent placement confirmation" option, the talent placement confirmation no longer auto-populates information from the opportunity into the talent placement confirmation, forcing me to have to re-enter all of the same information I have already entered into the opportunity. Also, having the "enter" key auto save changes instead of moving to the next line in a text box is extremely frustrating.

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

Keeping up-to-date client and candidate information that is easily shared among our team has been essential. It is also a great way to track sales goals and growth.

What Customer Journey Analytics solution do you use?

Thanks for letting us know!
Salesforce Journey Builder review by Daniel  R.
Daniel R.
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Salesforce Journey Builder: opening the way in Marketing Automation"

What do you like best?

Salesforce Journey Builder is a very easy to use tool that also has many options that make the user experience satisfactory. In addition, the tool integrates successfully with other Salesforce modules such as Mobile Studio, Email Studio or Social Studio, among others.

What do you dislike?

Es muy común que una vez realizado un customer journey éste dé un error y no se sepa el lugar en el que ocurre para poder solucionarlo, por lo que en ocasiones hay que revisar todo el workflow para poder detectar el error. Si el workflow tiene una gran complejidad esta tarea puede llevar bastante tiempo. Sin duda, Salesforce debería cuidar este apartado y mejorar el aviso de los fallos que se detectan en la configuracion de los diferentes proyectos.

Recommendations to others considering the product

It is necessary to carry out analyzes and studies that allow us to think about the design that will be made of the customer journey so that it works correctly. Once the customer journey is designed, the tool allows us in a very easy and simple way to transfer it to Salesforce and put it into operation, thus achieving the objectives that we have set.

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

The projects that we have carried out in my company have been determined by the sending of massive emails. The complexity of the project has been very great, which is why Journey Builder has been a tool that has become fundamental. Thanks to her, we managed to send a huge variety of emails to our customers based on their behavior.

Salesforce Journey Builder review by Daniel d.
Daniel d.
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Salesforce Journey Builder: one of the great references in Marketing Automation"

What do you like best?

Salesforce Journey Builder is a very complete and simple tool. Through the use of connectors and elements allows to create workflows in a very simple and easy to use. In addition, Salesforce Journey Builder allows us to use an API as a trigger for a workflow, highlighting the existing integration of Marketing Cloud with CRM.

What do you dislike?

When it is necessary to make a customer journey of some difficulty, the large number of options that Journey Builder has makes the process become more complex than normal. In addition, if the design of a customer journey does not work, the tool does not always point out where the error to be solved that allows the workflow to work is located.

Recommendations to others considering the product

Salesforce Journey Builder is a simple and easy-to-use tool, but before starting any customer journey it is necessary to think about it and draw it before on a paper as this will speed up the process and avoid possible unforeseen errors.

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

The process automation provided by Journey Builder is a complete advance in the relationship between the company and its customers. However, in order to have a good customer journey, it is necessary to carry out a preliminary analysis of the objectives to be achieved. My experience with the tool is applied to a massive email sending project of a large company in the automotive sector. Thanks to Salesforce Journey Builder you can implement a huge number of shipping options based on the behavior of your customers.

Salesforce Journey Builder review by ALBERTO S.
ALBERTO S.
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"SALESFORCE MARKETING CLOUD - Journey Builder"

What do you like best?

- Ease in the use of activities that link Marketing Cloud with CRM.

- It allows to see results of analytics in the own workflow.

- Allows actions based on user reactions

- Allows the sending of push messages and sms

- It allows to generate lading pages (or microsites) , forms and surveys, store them, modify them and reuse them at any time.

- Can work with the following channels: Twitter Ads, Facebook Ads, Instagram Ads and Google Ads.

- Recent agreement with Google that allows executing advertising campaigns in Google Search, YouTube and Gmail.

- It allows to link with the different social networks and manage Ads campaigns from the tool unifying the flow of the social campaign in the same tool

- It has 24x7 technical support.

What do you dislike?

- You can't join different workflows

- The workflows have to be generated individually.

- High specialization for the implementation

- The price model of licenses is not simple or public

- Does not include social ads on Linkedin

- It is necessary to have a Marketing Premier Cloud license to use the Advertising Studio solution.

- Does not allow the tracking of third-party websites.

Recommendations to others considering the product

Salesforce Marketing Cloud is the benchmark platform in the cloud model. It doesn't have an on premise solution, nor does it have a solution focused on this area in its roadmap.

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

It allowed us to unify the marketing activities carried out in different platforms.

Salesforce Journey Builder review by User in Non-Profit Organization Management
User in Non-Profit Organization Management
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"Easy to learn, but difficult to use efficiently"

What do you like best?

Its easy to use for users of all skill levels and the resultant workflow/pipeline is laid out well and informative. You can easily see the general number of users that have been sent through the journey as well as any that have errored out.

What do you dislike?

Since it relies on a browser to "develop", it can run into issues with speed and connectivity. At best, the speed for designing the journey is pokey. Also, for anyone technically minded, it can be quite frustrating to use as Salesforce and Exact Target likes to hide most of the settings and tweaks so you'll have to contact Salesforce in order to get any detailed information.

Tracking users and errors can also be an exercise in frustration. The metrics displayed gives numbers across ALL versions, so you have no real way to check how well a new version of a Journey works compared to a previous iteration unless if eyeball it or create a brand new versions.

Timing of sends is also another thing to consider. It only refreshes and sends out content every hour at best. That means, worst case, it can take up to an hour before any content is pushed out to a new user.

Recommendations to others considering the product

Journey Builder is firmly integrated into the Salesforce environment, so it is relatively easy to implement with data from Sales Cloud and/or Marketing Cloud.

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

Journey Builder is useful for creating trackable journeys for marketing campaigns. You can create different content to send to your leads and users based on their previous interactions in the same journey.

Salesforce Journey Builder review by Administrator
Administrator
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content

"Super experience with Salesforce Journey Builder"

What do you like best?

I like it because it is simple to use and our users are independent. They don't need a developer by their side to build the journeys and they can use the tools easily.

Salesforce's Journey Builder allows us to integrate our CRM with our legacy systems, which adds a whole new level of value, which we didn't have before.

What do you dislike?

I like "hubspot workflows" interface better. Their more user friendly, the colors and the user experience overall is way better in hubspot.

Recommendations to others considering the product

More powerful than Hubspot, but Hubspot has a better interface.

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

Our whole sales process is automatized through Salesforce Journey Builder. Our sales reps don't need to worry about them having to reach out in time, because the customer's actions trigger each other.

Salesforce Journey Builder review by Consultant
Consultant
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Improving, but still not as good as it should"

What do you like best?

Journey Builder has undoubtly improved a lot over the last years. It has always worked well with large numbers of transactions (say millions/day), but only recently the UI has become rather good with the use of the Salesforce Lightning Design System and some usability tweaks.

Taking into account its price, it should certainly be a higher quality and more usable product, but it's true that they are actively working on improving it.

What do you dislike?

Even though it may look pretty, initial setup has always been overly tricky - do not expect a non-technical user to be able to do it alone. I am a technical person, and only after having set up about ten journeys have I managed to make one work at the first time.

And that's for the easy ones, because using complex entry events, decissions based on real time data, web service integrations or the Salesforce Connector can drive you completely mad.

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

Real time or batch journeys with up to pretty complex decissions based on customer data and interactions. It allows to more complex and advanced designs that I have seen in other tools.

Salesforce Journey Builder review by Dinese B.
Dinese B.
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"It was not what I expected it to be. It turned out to be better for our experience and customers."

What do you like best?

Best way to communicate with our customers right away! Very easy to use if customers have any issues, we can help solve them right away.

What do you dislike?

nothing at all. I think it works great for always being on top of things.

Recommendations to others considering the product

I think it's great. Nothing to change at all.

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

Communication. It helped me to stay on top with my clients emails and any issues that were arising. Also made it easy to share all documents on one platoform so everyone could see them.

Salesforce Journey Builder review by Administrator in Education Management
Administrator in Education Management
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content

"Higher Education Journey for Anti-Melt Communications"

What do you like best?

Ability to configure a journey to target specific populations of admitted students and allow communication to flow based on specific actions and dates w/ tracking.

What do you dislike?

Not too much. I would say it isn't completely intuitive and will require at the minimum an intermediate knowledge of different apps to include Email Studio, SalesCloud, etc.

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

Higher Education Anti-Melt communication to admitted students. Allows tracking each send and can be configured to attached on Individual e-mail sends (IER) in Salescloud for reporting.

Salesforce Journey Builder review by Administrator
Administrator
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Verified Current User
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"Can be Difficult Without the Right Implementation "

What do you like best?

Once you are trained and understand the software's parameters, it's not difficult. There is a lot of training and self-instruction available.

What do you dislike?

Many integration issues. The software is constantly evolving and consistent education is necessary. In a fast-paced business, this can be difficult to keep up with.

Recommendations to others considering the product

Be sure to take extensive courses and hire a good implementation team,

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

I am part of a digital marketing team that launches email campaigns. This tool allows us to accomplish this and track our results.

Salesforce Journey Builder review by User in Marketing and Advertising
User in Marketing and Advertising
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"Overall very good tool"

What do you like best?

I liked the system of badges for those who aren’t an advanced user and could use a bit of learning. The whole experience is smooth, and it’s easy enough to navigate after the learning. 24/7 support was very helpful. It also supports all main social media ads, which is great.

What do you dislike?

I found that sometimes it’s pretty slow; also, I feel like having too many options is not always a good thing. Building a satisfying customer experience you don’t want to make it too sophisticated. LinkedIn ads aren’t supported.

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

Building a satisfying customer experience is much easier when all the steps are under control and properly structured.

Salesforce Journey Builder review by User
User
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Verified Current User
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content

"SalesForce"

What do you like best?

I like it because it is becoming the standard and recognizable by many. It will look good on a resume.

What do you dislike?

that it can be customized so much that it can become counterproductive...ours has been customized so much it is broken

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

it is everything with our business...the lifeline

Salesforce Journey Builder review by Nathalie R.
Nathalie R.
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"Commercial Partner Executiv "

What do you like best?

I like best the fact that it is user friendly

What do you dislike?

What I dislike is that there are too many functions and sometimes I don't know what they are for.

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

keeping an organized list with prospects

Salesforce Journey Builder review by benjamin s.
benjamin s.
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"Love The Drag and Drop"

What do you like best?

It is easy to use, with the drag and drop story builder.

What do you dislike?

The Cost. As with everything extra you want to do its expensive.

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

Get better data around what our customers are doing

Salesforce Journey Builder review by Agency
Agency
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"The experience with salesforce was not what we expected."

What do you like best?

I really liked that if used correctly it can be a powerful tool.

What do you dislike?

I did not like that if you do not know how to use the tool, or if you don't know best practices, the tool can become detrimental to your business

Recommendations to others considering the product

We recently moved from salesforce to ravetree

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

The main problems we solved were management problems. The main benefit is that it keeps things clear

Salesforce Journey Builder review by User in Automotive
User in Automotive
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"lots of features and integrates nicely "

What do you like best?

Ilike that it works well with salesforce CRM and it has awesome personalization capabilities for email, web and social.

What do you dislike?

it's confusing, made for large sales teams. mostly for enterprise customers and not for small businesses. Pretty expensive.

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

Helps me keep track of created content and it has an inbuilt editor to help with custom content which is super beneficial.

Salesforce Journey Builder review by User in Internet
User in Internet
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content

"Journey builder for Marketing purposes"

What do you like best?

I liked how you could drag and drop steps very easily

What do you dislike?

Not personalized and coming from a computer rather than a person

Recommendations to others considering the product

If you're looking for a marketing tool, this is great. However for a true sales engagement platform for reps, I would evaluate other potential solutions as well!

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

Not letting things fall through the cracks

Salesforce Journey Builder review by User in Publishing
User in Publishing
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"used it for a short time"

What do you like best?

We used in our previous workplace and it looked great

What do you dislike?

it is complicated at the beginning but then it was fine

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

its great for mapping customes

Salesforce Journey Builder review by Administrator
Administrator
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"Salesforce is a great tool to stay organized"

What do you like best?

you can pull reports, log activity, view all leads.

What do you dislike?

Not too sure yet, I do not have anything

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

Organization, tracking

Kate from G2

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