BSI Customer Suite vs. Iterable

At OneVision, I was brought on to migrate from ActiveCampaign and it was a huge improvement to go to Iterable. Much of the improvement lay in the back end connectivity to databases, which although not directly in my purview, made it easier to work as a team (product & marketing) inside our company.

• Customer Journey creation - the platform easily creates a visual path for the marketing team to curate messaging based around timing, channel, behavior as well as add split testing logic and exit criteria so we target only the audiences we want.
• Customer Success - one of the best teams I've ever had the pleasure of working with. I'm able to move so much quicker because they really create a helpful partnership.
• Audience segmentation, the platform is easy to work with even if you're a first time user, they do a great job of visually showing the logic and the and/or/none type rules.

Incentivized

• Insights. I think this is the biggest downfall of Iterable, the insights and analytics area is really not good at all. We have almost stopped using it all together in favour of just using Mixpanel (but now we're paying for 2 platforms). Things we can do in Mixpanel that we can't do in Iterable:
• - custom conversion windows
• - more scalable reports
• - comparing multiple events
• - setting up alerts that trigger to slack
• Segmentation - building segments and organizing lists that are already built.
• - relative dates can be confusing but are a critical piece of building lists
• - unable to compare multiple events
• - we have a pretty good naming structure for our lists but with so many daily users, no good way to organize them (with labels or folders) and searching for a list requires you to find the exact word we end up re creating dynamic lists each time
• - static lists don't show you what rules were used to create the list
• - no way to see changes over time
• Improved ways of collaborating. There's no way of knowing if other people are editing a list, template, campaign or journey. easy to overwrite each other's work
• I've been an Iterable user for about 4 years, at 2 different companies. SinceI started using Iterable I think the number of bugs has increased.
• I wish Iterable did a better job testing releases so we're not the ones discovering issues so frequently.
• In app message. We've had issues with this tool/channel starting at implementation. It feels like it never made it's way out of beta, despite us paying for it now.
• The app team offered to do working sessions with us to understand how we use it day to day and never followed up on that. There have been no improvements to the tool and any time we run into another issue with it (although Jena in support is great) it takes forever to diagnose or we are told the issue cannot be replicated. It just feels like we have constant issues with this tool.
• We've actually onboarded to another tool (not ideal for omni channel) for some in app messages because this one has so many downfalls and is so buggy.
• Self serve documentation is great when you have an idea of what you're doing but not entirely sure. It is not easy to understand for people who are newer or less well versed in the platform.

Extremely easy to use, deeply integrated into our infrastructure

Iterable very easy to learn and use. It's a great platform for both a new email marketer and a marketer that's been working in email for 20+ years.

Incentivized

Iterable is there like 99.9% of the time. However, when it goes down, it grinds us to a halt. Most of the time, outages are an hour or less, but if that's at a peak time, it can be a nightmare. That said, when the worst does happen, there are frequent updates and an easy situation tracker that give you an estimate of how much longer you'll have to wait for the issue to be resolved.

Incentivized

The API is super quick. The UI can be a little sluggish depending on what you're loading, but overall Iterable performs great. Iterable appears to do a good job of making processes async so that one action isn't blocking another.

Incentivized

I've never experienced any issues with Iterable. As I and my colleagues have learnt the system and it's features, response to questions and advice from our account manager is always quick. Kevin knows the product well, and with the few tricky questions has hasn't been able to answer he's been quick to get back to us.

Incentivized

I admittedly don't remember much of Klaviyo, as I have become so familiar with Iterable. I definitely prefer Iterable, however. There are so many more features in Iterable and it just feels like a more dynamic and comprehensive experience with more granular data than Klaviyo presented us

Incentivized

We've definitely tested scalability, and it's no line - it works. The process is pretty easy. Most of the times it goes off without a hitch. Any time we do encounter issues, our support team is quick to get on the job and very communicative as they work us through a successful launch.

Incentivized

• Iterable journeys save us a ton of time and resources and we are able to optimize messaging with simple A/B testing and dynamic content.
• Preview data and snippets are easy to use - managing them is less of a lift, saving us time to focus on creative.