Sailthru by Marigold Reviews & Product Details - Page 14

I like the step-by-step design for setting up an email. Everything is very easy to follow.

I like the various options for A/B testing and the detailed reports provided by Sailthru. And Smart lists are amazing! Review collected by and hosted on G2.com.

I cannot go back and change a campaign type from a regular campaign to an A/B test or vice versa. If I need to add an A/B test, I have to set up an entirely new campaign.

The click maps are also not always accurate and there is no easy way to isolate clicks that are spam. Review collected by and hosted on G2.com.

I had a really great time at SailThru Academy & learned so much Review collected by and hosted on G2.com.

Having used other email clients, I have no problems with SailThru. I like the interface and ease of communication with their employees when I need help. Review collected by and hosted on G2.com.

I like how it allows you to set up campaigns fairly easily and publish your work. Review collected by and hosted on G2.com.

Sometimes it is indeed slow in preview mode for no known reason. Review collected by and hosted on G2.com.

This has automated all of our newsletters and very few people have to access the platform to put content into emails; it's all done via the various CMS platforms we use.

Sending highly targeted emails to specific user segments is straightforward and can learned very quickly. The underlying data that is appended to each user profile is excellent and very in depth (you need to have good meta data to start with however)

Integration into other platforms is relatively simple which is a definite plus

We have found support to be very responsive and there has been a massive shift in account management in the past 9 months. Review collected by and hosted on G2.com.

This is not an entry level product; in order to get the most from Sailthru you need a talented development team. The automation platform is not intuitive and is currently limited however the latest version we believe will go a long way to solving this.

There are definite improvements to be made in a number of areas such as reporting, the UI in general etc. but they seem to be working hard to solve them and the road map is good.

Lack of wysiwig will be a killer for most people but we were fortunate to have the ability to build our own and integrate it

The documentation needs work; it is difficult to find specifics on how certain features work and much of it is out of date. The video library for users is however a nice feature. Review collected by and hosted on G2.com.

Predictability on customer engagement was very helpful for what we were trying to accomplish. Review collected by and hosted on G2.com.

Reporting is really lacking in Sailthru platform. That can definitely be improved upon. Review collected by and hosted on G2.com.

Sending emails is quick and easy. The change made to allow the html and display to show side by side was huge. The system is pretty straight forward, which is great for training new users. Review collected by and hosted on G2.com.

Not completely intuitive. Nothing that damages the usefulness of the product, but just a few quirky things that are a little annoying. For example, when you create a list, you are then sent back to the mail list screen and search for the list you just made to add emails. Why? If I just created the list, I was probably intending to use it. Their customer service definitely falls into the "needs improvement" category. It's about 50/50 between getting a person and leaving a message. And about the same for getting a prompt call back. The quality of person also varies widely. I've gotten amazing people on the phone before. However, more often I get someone who barely has a grasp over the software they are trying to troubleshoot, and that's incredibly frustrating. Review collected by and hosted on G2.com.

The customer service team was fine — they tried to help. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Customer service is usually pretty responsive. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Interface was easy to navigate

Many features were included with contract and ready to use Review collected by and hosted on G2.com.

Ran into issues with capacity, speed, and reliability Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.