Marg Sailthru

The customer service team was fine — they tried to help.

Unfortunately, although the customer service team is responsive and tries to help, they do not have a broader picture of what is going on with your account. So any question that requires any more than just a quick explanation of how to do something, will confuse customer service too much as your question gets bounced from one agent to another every time you give them more information.

Their onboarding process was flawed. They missed huge mistakes with the setup of our account that meant for years we were not capturing customer information in Sailthru!

Everyone else who works there (other than customer support) is impossible to deal with. It really makes you wonder if there is anyone in charge there. Even the person who was supposed to be renewing our contract (and who was trying to get more money out of us) would usually completely forget to respond to our emails.

At the end it became laughable. We would tell them we were having trouble setting up a certain functionality, and we would struggle with trying to fix it for months — and right after sending another follow up email to them for help on it, we would get a mass marketing email telling everyone how great that exact functionality was! All their marketing emails would crack us up because sure, that functionality exists, but was any client actually able to use it? Probably not.

Recommendations to others considering the product:

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

The feature set is very good - split-testing transactional emails without needing to involve developers; very intuitive email nudge systems; personalized send times; etc.

We have experienced almost constant problems with the reliability and bugginess of the product: uploads and downloads get stuck often, reports don't run correctly often, we had (single) incidents where code in subject lines wasn't resolved correctly and even twice that we weren't able to send campaigns for 2-3 days.

The sales / account management staff was hard for us to work with and frankly, very disappointing - it takes at times weeks for them to get back to you, and they seem to brush off what in our eyes are serious problems with their tools, causing significant business damage at times.

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

It's gotten the job done so far, which I want to emphasize because this part should not be overlooked.

The documentation is pretty good too and some of their included functions (social share, opt-in/out) is helpful when they work (social share through Twitter on mobile is not working right now and a ticket I filed in late November is still active)

It handles most things well, but there could be a lot of refinement on this product.

The UI and terminology is very confusing. I have to train folks on how to use Sailthru and the logic surrounding campaigns templates and lists leaves much room for improvement. I still can't explain it and instead we force the people using it at our company to follow a step by step process that we've found to work albeit doesn't feel like the way Sailthru wanted it to work.

Recommendations to others considering the product:

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

Interface was easy to navigate

Many features were included with contract and ready to use

Ran into issues with capacity, speed, and reliability

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

Customer service is usually pretty responsive.

The standalone product is extremely average, the real value comes from customizing the set up and integrations. Sometimes I feel like they create fancy features just to help market themselves, but they have no idea how to actually implement something if a client pursues it.

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