Customer.io

Modern marketing automation platform with powerful data integration capabilities

Vorteile:

As a SaaS company, product data integration was a key decision factor when picking our MAP. Customer.io was by far the best at leveraging product data in emails and became a key part of our workflow to detect and activate leads from Product.

Nachteile:

The initial setup was quite complex because of what we wanted to do, but the Customer Success rep was very helpful.

Complete feature-set and excellent support

Vorteile:

Even though at first it might have a longer learning curve (because there are several functionalities we can make use of), I think it compensates having the ability to create complex workflows for email campaigns: there are several functionalities available, and we're always able to create the flows we ideate. I particularly like the “draft” option to test campaigns I've just set up and made live and that we're able to integrate with other data platforms, that enrich our trigger and filter capabilities.Excellent customer support. Even though we're not on the Premium plan, any of the queries we submit are answered within 24 hours and have detailed explanations or workarounds for the issues presented.They also have interesting webinars from time to time, with quite specific topics and tips.

Nachteile:

Unfortunately, we're unable to move a contact manually within a workflow; which is particularly important for exceptional cases that we might want to override the rules because of a human or sync error. Another feature I'd like to have (but also seems to be missing from most similar tools), is the ability to have custom reports – though I wouldn't need this very often, thus it's not a dealbreaker at this point.The pricing is somewhat expensive, and we're not able to temporarily downgrade the plan (if by any chance our business has a seasonality).

Good service, interface somehow difficult and less user friendly than other systems

Kommentare: Good

Vorteile:

Great and quick customer service, broadcast function works well

Nachteile:

The data functions and the somehow difficult interface of campaigns and flow-building

Efficient and Comprehensive, but a bit Pricy

Kommentare: We started using Customer.io for behavioral emails and SMS messages. We're gradually moving transactional messages to Customer.io as well.

Vorteile:

Very easy to set up and manage. The visual workflow builder, webhooks, integrations, and API are my favorite.

Nachteile:

It's a bit expensive, especially if you have too many users, since Customer.io bills you based on the number of customers available in your account.

A very useful tool for non-developer, tech-savvy marketers

Kommentare: I've tried many marketing automation tools and this hits the spot in terms of what a tech-savvy non-developer can do. There's a fine line between an eye-candy platform that scores low on customization and a fully fledged tool that requires constant support from a developer. Customer.io walks that line gracefully, allowing me to control onboarding and loyalty processes and much more.

Vorteile:

I like that I have yet to hit its limitations. Usually if a feature isn't readily available, the platform is open enough for me to find a workaround that gets the job done. Kudos for customer support, a real win! :)

Nachteile:

It could use more or better filtering and search options, as the segments, campaigns and attributes can turn into chaos if multiple people use it for different purposes. The learning curve was a bit steep. Except for the quite useful knowledge base and great customer support, I would have enjoyed some video tutorials/onboarding experience.