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Salesforce Journey Builder Review

Salesforce Journey Builder
Our score: 9.0 User satisfaction: N/A

What is Salesforce Journey Builder?

Salesforce Journey Builder is a personalized digital marketing solution for each stage of your customer lifecycle. It helps you build multi-channel campaigns and personalize messaging. The B2C journey management tool helps businesses deliver a seamless customer experience by connecting each interaction across various channels ranging from email, mobile, advertising, and the web for both sales and customer service. One of the products in the Salesforce Marketing Cloud, this solution empowers marketers to deliver the right message to the right customer at the right time throughout all phases of the customer relationship from reach, acquisition, conversion, retention to loyalty.

The software identifies the point or interaction that defines the customer relationship to build a personalized, one-to-one communication. It uses event-driven triggers, like downloading an app or abandoning a shopping cart, among others, to appropriately respond to existing or prospective customers. By aligning your message across each of your marketing channels, your customers will get the right, relevant and consistent information to build your relationship.

The Salesforce app also connects to the Marketing Cloud. This means you can use the send emails, push notifications, SMS, messages and targeted ads using your mobile device anytime anywhere to stay connected with your customers. Salesforce Journey Builder adapts with the changes in wants and needs of your customers and empowers distributed marketing for an effective one-to-one marketing approach.

Overview of Salesforce Journey Builder Benefits

Salesforce Journey Builder centralizes customer data and behavior to create intelligent communications and interactions for a personalized customer experience. Here are some of the software’s benefits:

1-to-1 Customer Relationships

Journey Builder gives you comprehensive data about your customers based on purchase history, previous interactions, browsing behaviors, and attributes, among others. This empowers you to understand your customers better and develop personalized messaging. Real-time events such as mobile downloads, purchases, and closed service cases will trigger events to maximize customer journey.

Connected Customer Experience

The software ensures your messages are aligned and consistent across all your marketing channels. Communication is streamlined with email, web landing pages, apps, targeted ads, push notifications and SMS for customers to access information right when they need it. Journey mapping feature enables you to visualize simple and complex strategies for reference and revision. For your teams, this solution ensures each department is involved by unifying sales, service, commerce and marketing teams to drive engagement and improve customer satisfaction overall.

Adapt With Each Customer

As the needs and wants of your customers can change anytime, Journey Builder offers the agility to act on each change immediately. You will be prepared and proactive when it comes to changes in customer behavior as the platform sets and maintains automated journey logic for content tests, decisions, random journey splits and customer engagement. Reporting also gives you actionable insights for performance and changing trends as well as in delivering personalized messages to your customers individually whether they run in hundreds or millions.

Employ Distributed Marketing

Salesforce Journey Builder enables you to develop a seamless experience across your local partner networks and corporate marketing. Branded journeys across email, advertising and mobile inspire alignment with your corporate brand standards. You can optimize each customer journey by understanding engagement, individual and aggregate journey data, with deep analytics.

Overview of Salesforce Journey Builder Features

  • B2C Journey Management
  • Personalized Messaging
  • Customer Data
  • Purchase History
  • Attributes
  • Customer Browsing Behavior
  • Event-Based Trigger
  • Journey Mapping
  • Communication Tools
  • Automated Journey Logic
  • Reports and Analytics
  • Branded Journey
  • Deep Analytics

Salesforce Journey Builder Position In Our Categories

Knowing that companies have special business-related requirements, it is only logical they steer clear of adopting a one-size-fits-all, ideal software solution. Be that as it may, it would be difficult to try to pinpoint such a software product even among widely used software systems. The better thing to undertake is to set down the various vital factors that call for a careful thought including important features, packages, technical skill ability of staff members, business size, etc. After which, you should double down on your product research exhaustively. Have a look at some of these Salesforce Journey Builder evaluations and scrutinize each of the software systems in your shortlist more closely. Such comprehensive product investigation ensure you weed out poorly fit applications and select the one that provides all the features you require business requires to be successful.

Position of Salesforce Journey Builder in our main categories:

TOP 50

Salesforce Journey Builder is one of the top 50 Marketing Software products

If you are considering Salesforce Journey Builder it may also be sensible to examine other subcategories of Marketing Software listed in our database of SaaS software reviews.

Every business is different, and can call for a specific Marketing Software solution that will be fit for their company size, type of customers and staff and even individual industry they support. We advise you don't count on finding a perfect app that is going to work for every business no matter what their history is. It may be a good idea to read a few Salesforce Journey Builder Marketing Software reviews first and even then you should remember what the service is supposed to do for your business and your employees. Do you need a simple and intuitive app with only elementary functions? Will you really make use of the complex functionalities required by pros and large enterprises? Are there any specific features that are especially beneficial for the industry you operate in? If you ask yourself these questions it will be much easier to find a solid service that will match your budget.

How Much Does Salesforce Journey Builder Cost?

Salesforce Journey Builder Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

Salesforce Journey Builder is one of the tools of Salesforce Marketing Cloud. Pricing varies according to your needs, price considerations, and requirements. To learn more about the pricing information tailored to your business, you have to contact the vendor to request a quote.

User Satisfaction

Positive Social Media Mentions 0
Negative Social Media Mentions 0

We realize that when you make a decision to buy Marketing Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Salesforce Journey Builder reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Salesforce Journey Builder. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Technical details

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted
  • Open API

Language Support

  • English
  • Chinese
  • Spanish
  • French
  • Italian
  • Dutch
  • Portugese
  • Swedish

Pricing Model

  • Quote-based

Customer Types

  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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Salesforce Journey Builder Comparisons

Salesforce Journey Builder user reviews

Years behind

Read full review >
Anonymous Reviewer
1/5

Overall impression

2/5

Customer Support

1/5

Value for Money

1/5

Ease of Use

Published on: 11.02.2019 Company Size: More than 100 Employees Industry: Real Estate

What are Salesforce Journey Builder pricing details?

Salesforce Journey Builder Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

Salesforce Journey Builder is one of the tools of Salesforce Marketing Cloud. Pricing varies according to your needs, price considerations, and requirements. To learn more about the pricing information tailored to your business, you have to contact the vendor to request a quote.

What integrations are available for Salesforce Journey Builder?

Salesforce Journey Builder integrates with the features of Salesforce Sales Cloud and Salesforce Service Cloud.

Salesforce Journey Builder average rating:

Average score
1.5/5 (1 user reviews)
1/5

Overall impression

2/5

Customer Support

1/5

Value for Money

2/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Anonymous Reviewer

PROS: The power comes from being able to update and reference any object in Salesforce you like for use in decision splits. The user interface is fairly simple, and I like that it has the capability to incorporate SMS into Email streams.

CONS: I'll touch on a few big pain points for me: Qualification: Maybe you want someone to re-qualify for your journey after a certain period of time. This is not easily achievable in journey builder. It's strange that it's not easily possible to inject both leads and contacts into the one journey by default. It's possible to add leads and contacts into a Salesforce campaign then reference that as a journey entry source, but there are many other standard use-cases where Leads and Contacts should receive the same content as each other. So, having to build two separate journeys doing essentially the same thing seems like a very cumbersome way to work around it. Usability: It's very clunky and slow to build things (compared to other tools in the market) It's drag and drop and very simple in design if you want to send a couple of emails, but it's not built for larger scale lead nurturing where you want to make several decisions based on one action. If you try to make your journey include engagement splits and resends of emails if someone doesn't open, and lead activity updates in Salesforce, then your journey will become HUGE and very confusing to follow and read. Engagement splits: What use is an engagement split if you have to wait a period of time before you check if they've engaged? Why is it not possible to trigger activities the moment the customer has actually clicked? The problem with having to use a wait step for an Engagement Split is if someone decides to open or click after the wait step you've specified then you miss out on engaging them in the preferred way. I swear other Marketing Cloud customers who give Journey Builder a 5-star rating have never used another marketing automation tool before because many others out there (eg. Marketo) does real engagement splits such as; trigger an action when someone is Sent and email, Opens, Clicks, Unsubscribes, Bounces, and almost anything else you would logically think should be possible. Also, Engagement Splits don't allow you to select dynamic links, meaning if you have any AMPscript variables (like email address or ID) in the link, the Engagement Split won't recognise it. Troubleshooting: Want to know what record was sent the email or opened it or clicked a specific link or unsusbcribed? Goodluck trying to find that information easily within the History tab of Journey Builder. Plus,

Reviewed 1 year ago

Read full review >

The least favorable review

Anonymous Reviewer

PROS: The power comes from being able to update and reference any object in Salesforce you like for use in decision splits. The user interface is fairly simple, and I like that it has the capability to incorporate SMS into Email streams.

CONS: I'll touch on a few big pain points for me: Qualification: Maybe you want someone to re-qualify for your journey after a certain period of time. This is not easily achievable in journey builder. It's strange that it's not easily possible to inject both leads and contacts into the one journey by default. It's possible to add leads and contacts into a Salesforce campaign then reference that as a journey entry source, but there are many other standard use-cases where Leads and Contacts should receive the same content as each other. So, having to build two separate journeys doing essentially the same thing seems like a very cumbersome way to work around it. Usability: It's very clunky and slow to build things (compared to other tools in the market) It's drag and drop and very simple in design if you want to send a couple of emails, but it's not built for larger scale lead nurturing where you want to make several decisions based on one action. If you try to make your journey include engagement splits and resends of emails if someone doesn't open, and lead activity updates in Salesforce, then your journey will become HUGE and very confusing to follow and read. Engagement splits: What use is an engagement split if you have to wait a period of time before you check if they've engaged? Why is it not possible to trigger activities the moment the customer has actually clicked? The problem with having to use a wait step for an Engagement Split is if someone decides to open or click after the wait step you've specified then you miss out on engaging them in the preferred way. I swear other Marketing Cloud customers who give Journey Builder a 5-star rating have never used another marketing automation tool before because many others out there (eg. Marketo) does real engagement splits such as; trigger an action when someone is Sent and email, Opens, Clicks, Unsubscribes, Bounces, and almost anything else you would logically think should be possible. Also, Engagement Splits don't allow you to select dynamic links, meaning if you have any AMPscript variables (like email address or ID) in the link, the Engagement Split won't recognise it. Troubleshooting: Want to know what record was sent the email or opened it or clicked a specific link or unsusbcribed? Goodluck trying to find that information easily within the History tab of Journey Builder. Plus,

Reviewed 1 year ago

Read full review >

More reviews from 1 actual users:

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Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

Years behind

Read full review >
Anonymous Reviewer
1/5

Overall impression

2/5

Customer Support

1/5

Value for Money

1/5

Ease of Use

Published on: 11.02.2019 Company Size: More than 100 Employees Industry: Real Estate

PROS: The power comes from being able to update and reference any object in Salesforce you like for use in decision splits. The user interface is fairly simple, and I like that it has the capability to incorporate SMS into Email streams.

CONS: I'll touch on a few big pain points for me: Qualification: Maybe you want someone to re-qualify for your journey after a certain period of time. This is not easily achievable in journey builder. It's strange that it's not easily possible to inject both leads and contacts into the one journey by default. It's possible to add leads and contacts into a Salesforce campaign then reference that as a journey entry source, but there are many other standard use-cases where Leads and Contacts should receive the same content as each other. So, having to build two separate journeys doing essentially the same thing seems like a very cumbersome way to work around it. Usability: It's very clunky and slow to build things (compared to other tools in the market) It's drag and drop and very simple in design if you want to send a couple of emails, but it's not built for larger scale lead nurturing where you want to make several decisions based on one action. If you try to make your journey include engagement splits and resends of emails if someone doesn't open, and lead activity updates in Salesforce, then your journey will become HUGE and very confusing to follow and read. Engagement splits: What use is an engagement split if you have to wait a period of time before you check if they've engaged? Why is it not possible to trigger activities the moment the customer has actually clicked? The problem with having to use a wait step for an Engagement Split is if someone decides to open or click after the wait step you've specified then you miss out on engaging them in the preferred way. I swear other Marketing Cloud customers who give Journey Builder a 5-star rating have never used another marketing automation tool before because many others out there (eg. Marketo) does real engagement splits such as; trigger an action when someone is Sent and email, Opens, Clicks, Unsubscribes, Bounces, and almost anything else you would logically think should be possible. Also, Engagement Splits don't allow you to select dynamic links, meaning if you have any AMPscript variables (like email address or ID) in the link, the Engagement Split won't recognise it. Troubleshooting: Want to know what record was sent the email or opened it or clicked a specific link or unsusbcribed? Goodluck trying to find that information easily within the History tab of Journey Builder. Plus,

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Reviewed By Jenny Chang
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