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User review of Salesforce Journey Builder

Years behind

- by Anonymous Reviewer

USER SATISFACTION

RECOMMENDATION
1 out of 7
Never
COST EFFICENCY
2out of 7
Very poor
OVERALL IMPRESSION
1out of 5
very poor
EASE OF USE
1out of 5
very poor
CUSTOMER SUPPORT
2out of 5
mediocre

PROS & CONS

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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,

What features/services would you like to see in future versions of this product?

To have something like a "journey request" feature. This could be used at certain endpoints in the journey to request other journeys.

To make Engagement Splits into trigger-based actions (ie when they occur) rather than time-based.

What specific problems in your company were solved by this product?

We're still able to nurture our leads and contacts, but not the way we really want to.

Are you a current user of this product?

Yes

USER DETAILS

What is your role with this product?

  • I use it myself

How long have you been using this product?

Less than 1 year

COMPANY DETAILS

What is your company size?

More than 100 Employees

What is your industry?

Real Estate

USAGE & IMPLEMENTATION

Did your company use a different software before this one?

no

What software did you use before?

MailChimp

Why did you decide to change it?

the business scaled and we needed a platform that was more sophisticated.

Are you satisfied with the change?

i wasn't around when the change happened.

How did your company implement this product?

in the cloud

How long did it take to set up this product?

less than 1 month

How many people in your company actively use this product?

just me

What is the primary use of this product in your company?

both B2B & B2C

EFFECT ON BUSINESS GOALS:

How did using this product affect your business goals?

  • It automated marketing processes, allowing users to concentrate on more crucial tasks.
  • It helped in engaging customers timely and intelligently for better close rates.

PRICING & COSTS

What was the cost of implementing this product?

N/A

What is your total annual cost for using this product?

N/A

How long is your contract with the vendor?

1 year

Did you get any discount for this product? How much?

N/A

FEATURE DETAILS

Key Features

Integrations
3
ok
Collaboration Features
1
very poor
Mobile Support
4
very good
Customization
4
very good

Security & Support

Security
4
very good
Customer Support
1
very poor
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