Bloomreach Commerce Experience Cloud Reviews: 4.7/5 — Highly Rated

Ease of use, flexibility and potential. We've done some very complex integrations and flows with exponea. Support is unparalleled. Whenever we've had questions they are there to answer. Only challenge as someone on the Americas is that office hours in Bratislava are not always aligned with our office hours.

The reporting suite is not on par with the rest of the solution, the analytics options are rather limited. The time settings for customers + events are cumbersom and unclear. Parts of the documentation are outdated or missing.

Integrations, Communications, transactional and promotional emails, CRM synch. There's a billion things we do with exponea

Exponea has lots of built-in tools to make good use of your customer data, such as communication (email, push, SMS); personalisation (on-site banners, recommendations); predictions and modeling; analysis and segmentation; and complex scenario building.

There are minor frustrations like the way you send data works in one situation but not another. For example, the way we send product data with each purchase works for customisation (e.g., in emails) but not for analysis (e.g., was this order single or multi-category?). However, Exponea's live chat team is incredibly helpful and will help you find the right solution or workaround. In the case of the product data, the team helped me figure out a way to send the data that would support both personalisation and analysis.

We're merging customer data from previously disconnected sources and finally giving ourselves the ability to act on that data. We have our apps, our website, and our back-end data connected in a single platform. The data are accurate, real-time, and show the full customer view no matter how they interact with the brand. We understand more than we previously did about our customers, faster and more efficiently than before. We can subsequently act on that data rapidly and effectively, choosing the correct communication method for each customer, respectively.

The scenarios, segmentations and reporting parts.

The custom row and visual editor features which are kind of unstable and really time consuming. The lack of integration of Return Path or similar tool to be able to directly test pre-delivrability prior to sending the emails.

Email channel management & automation Implementation of MVT Testing Segmenting and Profiling our customers Enhancing the reporting

The marketing platform is easy to use and customer service is fast and efficient.

A few rendering display issues of the left-side menu on pages. Some pages also occasionally freeze.

Trying to get help with creating new data properties. The customer service representatives are fast to respond and well-knowledgeable.

Flexibility provided by webhooks and also event based data structure

complicated pricing for features. Prediction models are for extra, feature sounds usefull but nowadays we can't pay for it unless we know it's bringing additional revenue, same for other features. SMS have flat fee which does not make any sense if we want to send low volumes of SMS same with in-app messages

Personalized communication via Emails and Push notification, RFM segmentation is helping us to see where we should focus, how is our customer base developing single view on customer app/web

Intuitive and easy to use compared to competitors

Certain simple things are sometimes overlooked

Improved second conversion rates and retention, thanks to smarter more personalised automated campaigns

We use Exponea mainly for communication with customers. We want communication to meet behavior and needs customers and received a relevant offer at the right time, and Exponea is very helpful. Setting up campaign scenarios is easy and understandable. Exponea support responds quickly, if I need help.

The documentation could be clearer and more interactive. Report in Exponea are not very intuitive and you have to practice it.

With Exponea, we solve the automation of marketing communication with regard to the needs of customers.

Simple user interface, access to online support, online support materials

Reporting suite takes some getting used to

We have had some data integrity issues due to the way Exponea was set-up at the beginning, so currently purging data and creating new aggregates to fix some of these issues.

When using Exponea we realized that it is a tool that helped us in the optimization of performance through the analysis and compilation of each of the interactions that our clients had, thus allowing us to execute, automate and evaluate the marketing campaigns that we have as proposals and get the most out of them.

The opinion of our staff was that using this software is not very simple and requires qualified personnel on the subject since a lot must be learned, not to mention that each time we used it, we realized that it is in constant development.

A constant problem in companies like ours that are dedicated to marketing is getting customers to keep the application installed; Now, we managed to optimize that maintainability rate by focusing on everything that keeps customers from returning. In the same way, with all the amount of useful data that this software provides us, together with the customer service, they helped in the resolution of the previously mentioned problem.

I appreciate the many relatively simple options that enable useful campaigns. The customer support is extraordinary!

The platform still has work to do with regards to error handling - most errors are registered but not elaborated upon.

Sending smart campaigns and customer management

The ability to build whatever I need (assuming you have the data flowing into the system). The architecture allows you to do whatever you want with reporting, automation, and the added flexibility of jinja coding allows you to make the program do backflips and have just about every sort of customization, automation, and segmentation you want. I've sent over half a billion emails in my career and have worked in many different automation systems, and this one has impressed me the most with its flexibility and customization.

The drag-and-drop email builder is limited because they integrate with a 3rd party system. So any complex things you might want to do with email require a lot of editing custom HTML or working within custom HTML templates which can be messy for someone who isn't a programmer or versed in programming. If you are in the US, a lot of their team works in Europe and can mean that sometimes working with customer support if something takes longer than a day to solve, you can be working across different timezones and it sometimes takes a day to get a response on something if that team member is working on an opposite timezone.

our ability to craft reports and make data-driven decisions has been vastly improved upon switching to Exponea. Our ability to solve complex automation problems and become smarter with our marketing has also been improved because of the amount of flexibility the software provides. This leads us to be able to make key decisions quicker on what's working and what's not working, and we don't have to worry about if we'll be able to track the data, or if we'll be able to technically pull it off.

I love the dashboards you can access that allow you to pull insights in real time and really drive efficiencies

Sometimes the integrations can be complicated but the team are fabulous at assisting and working with data providers

Solving a lot of manually data lifting. Exponea has allowed us to deploy omnichannel campaigns

The UX and the fact all data points can be mapped, labelled and described. It's easy to keep an overview via the Data Manager and also delete things when they are not needed.

What is challenging is that we are not able to reverse data deletion actions. It would be great to see functionality on reverting data actions to a previous state.

Organising our data in a way that suits our complex business segments model. We are still brining things live, so I cannot yet answer the second question.

The tool is easy to use and intuitive. Menu is well organisedThere are plenty of integration options to pull the data to marketing campaigns. Fast support.

Machine learning aspect could be better developed & support could be more technical in terms of implementation of other marketing tools, but instructions that are provided are mostly enough.

We are working with exponea on communication to users, closing transactions, enrichment of marketing campaigns with 1st party data.

The platform can be really user-friendly. After you learn how it works, it's easy to navigate the system and do what you want to get done. The customer support team has been very helpful and responsive. I think we tend to push the platform to its limits, and support is always there to help with our problems or new ideas. Exponea has been flexible, and we've been able to accomplish some very interesting use-cases.

There are a lot of system updates, and they can break certain parts of our system or disrupt some scenarios we have running. I don't know why there are so many updates. Since Exponea wasn't built for what we use it for, it can sometimes take a bit of work to make the specific use cases we want. It's not impossible, but we sometimes need to do things via workarounds. I think it would be easier if we were an ecommerce company.

The fact that we can communicate with segmented sets of customers, with whatever message we need at the time, on whatever channel we need, whenever we need to, is great. We know which customers have received which messages, and which messages are performing best. Overall we can be much more confident about our messaging strategy.

Very helpful support - before and after signature of contract Modern API with very good documentation Combination of CDP and Markting Automation Covers all our channels and use-cases Passed our high IT security standards Put emphasis on GDPR compliance

The standard pricing assumes buckets per channel, this is hard to calculate in advance, especially for new channels.

Manage and orchestrate multiple channels (email, push, offline) from one source. Open up completely new channels like push. Enable the CRM team to setup marketing automation rules.

Eventhough Exponea has a steeper learning curve, I like that it is very user friendly with complex functionalities. The online support team will answer your questions very quickly. We are able to truly measure the impact of campaigns, weblayers and AB tests.

For me personally, there are not many drawbacks. I would say that for some specific use cases there is not a lot of documentation available.

A/B testing, marketing automation, digital anlytics, reports, customer tracking, event tracking, newsletter tool, scenarios and automations for newsletters, pop-ups, weblayers.

Exponea is a super user-friendly platform; it can easily be used by both non-technical and technical employees. For the non-technical people there are easy drag-and-drop options. For the more technical people, Exponea allows more advanced techniques. Moreover, the live service chat always replies within minutes and are always ready to dive deeper into an issues that arises. To summarize, I am happy with the user-friendly interface and the high service level.

As we are a company that is very skilled in terms of development and uses state-of-the-art technical solutions, we sometimes are limited when it comes to creating technical solutions. We are working on industry-breaking marketing ideas and sometimes our development team is a bit restricted by what Exponea offers. However, I do acknowledge that Exponea is initially made to be user-friendly for marketing teams and is not built for advanced tailor-made solutions.

Exponea allows us to obtain a 360-degree view of our customers. As it is a customer-centric tool, we can easily collect and store customers' information (GDPR-proof of course!) . This allows us to personalize our marketing campaigns and apply more targeted marketing in an easy manner. Thanks to Exponea we can now offer a personalized experience across all touchpoints.

The learning curve is very well judged; basic features are easy to access but more technical options exist for more complexed campaign. It's generally reliable with the online support able to sort small issues rapidly. Over the year since we've been with Exponea they've rapidly expanded their consultancy capability, which is great to see. Drag and drop editor is one of the best i've used, allowing you to run multiple conditions into a single campaign. It's incredibly quick and able to process huge amounts of data very rapidly. It's also very flexible in terms of the data it can ingest, allowing us to integrate several different systems.

A few options require assistance from support to complete (like adding new email domains or Customer IDs). Whilst they are generally pretty quick to respond, it would be better if it could be done in platform. Cost reporting is not built into the platform quite as well as some competitors; particularly for SMS. That's not unusual for other platforms i've used, but it would be good if we had near realtime visibility on transmission costs.

Biggest benefit from Exponea is pulling data from different sources within the business together. It's able to take data from different systems, with different data formats, and put it all together in a useable form.

Exponea's Scenarios module is excellent. It's possibilities seem almost endless – there are only a few things we can't do, and usually the only limit is our imagination when building the scenario. And there are so many options for personalization. And I have to mention their support team. They're very experienced, incredibly fast, and always willing to help. I've never had such a good experience with tech support. Overall the platform is great. A really nice user experience, everything is intuitive, and it's all easy to use. We switched our communication from another tool, and afterwards everything became so much better for us.

A few improvements to web analytics would be great, and I've already shared my feedback with our Customer Success Manager. I'm missing some filters and some cleaning of the data in the input. Also, our mobile app is very important for our brand, so weblayers in the mobile app would be very helpful – I believe they're working on some kind of solution for that already.

Exponea helps us with abandoned registration scenarios, increasing GMV, transactional emails...basically for acquisition and retention of customers. We're a financial app with a long registration process, so we were losing lots of customers during that process. With our previous tool we had a basic abandoned registration process, but that wasn't very helpful. With Exponea, we increased our conversion rate by 50%, which is really an amazing result for us. Also, in the past we had to set up scenarios 24 hours in advance, whereas now with Exponea we can trigger all our communication in real-time, which makes a huge difference for us.

I like Exponea's scalability, and the fact that a marketing person can use it without any additional IT knowledge. It's a drag-and-drop tool, which makes it super easy for the team to set up campaigns and build emails without needing IT help. But there's also the opportunity to get more technical with things like Jinja personalization, which is also really cool. The advanced customization is my favorite part of Exponea. The platform can do a lot, but it's also user-friendly, so you don't need to do a lot -- if that makes sense :) We really like that the platform lets us get stuff done mostly by ourselves – that's a big benefit for us. We try to do things rapidly, and we don't need to ask for help to make things work, which sure is positive. But when we do need help, appreciate the support -- we get very prompt responses from our dedicated Customer Success Manager. Just last week I noticed that the new predictive models weren't set up correctly and actually failed, but the Exponea Support team got it fixed before we even noticed it had failed, which is pretty good! They saw the problem even before we did.

Reporting on spend is the thing we'd like to be improved. There's a low real-time show of how much we've spent on SMS. We do get a rough estimation of what we're spending, but we'd like to have a genuine real-time idea so we could optimize campaigns accordingly. But a report update shows they're heading in the right direction, so we expect this feature to be available soon. It would also be useful to see more integrations, specifically Facebook Messenger, which would be very helpful for us.

Exponea lets us tie together a customer journey across the multiple different products that we have, and we can build analyses that show us how customers move between products in real-time. We also use predictive models that help us significantly reduce our send volumes while maintaining the same revenue, which is amazing for us. This means we can keep customers longer, because we're not over-sending to them like we did before. The customers who actually want more messages or info or communications get more, and the others don't. Exponea is also allowing a few more members of the team to actually get directly involved with sending campaigns, thanks to a user-friendly and straight-forward interface, and that saves us some time. A particular use case that became possible with Exponea is accurately cross-selling products. So if a customer comes in for one product, we can match their attributes and use predictive models to identify that they would also go for another product, and this lets us cross sell our products really nicely. We weren't able to do that before Exponea, and the single customer view enabled by their customer data platform makes it possible.

It's a one-stop-shop offering without the usual significant weak areas. Consolidating vendors has been a major benefit. Where others we RFP'ed may have been able to offer similar solutions, the GUI for those who need to work with it on a day-to-day basis also stood out. It's intuitive for non-techies, whilst technologists implementing this and setting it up aren't hampered by typical WYSIWYG over-simplified interfaces. Best of both worlds. The system's fluidity in data types, schem'as etc. make it a joy to use. No forced fields/types. Custom events, custom attributes, your own import sources; no problem. Refreshing.

There's (naturally) a bit of a learning curve; expressions, running agrregates, (lack of) data schema's etc. Though extensive training is provided. But following the training does take some time out of your day.

We've consolidated third parties to one all encompassing marketing suite, simplifying the MarTech stack. Communicating the right message, at the right time, to the correctly segmented users has become far easier and more accurate, with tech maintenance dropping. Campaigns are launched faster, new data imported without hassle. In a time of pixel/script bloat, it's great to consolidate to a flexible system like Exponea. Email deliverability is on the up, reporting/analytics is real-time, the interface is fast. You do get more done with less effort.

With Exponea you can basically solve any problem, whole platform is very powerful. Its not a question of "can it be done" just "how hard it will be". And usually its not hard at all.

Exponea has few weird quirks in terms of user experience, not saving some work or some counter-intuitive placings.

We have automatized whole email communication with our clients, which led to high conversion rates. Also, we saved a lot of manhours and avoided lots of errors. WIth Exponea, we can service 4 markets with different languages with only few people, something which would be impossible without such high degree of automatization.

Currently using Exponea to create scenarios to help capture abandoned baskets from online customers, the logic is very to follow and create using simple triggers, events and flow charts but the end result is very powerful. The implementation was very quick and fairly smooth, any problem that we faced the guys at exponea were able to come together and find a solution with good communication.

When creating a new scenario within exponea it can be difficult sometimes to know which conditions you need (there is almost too much information to use), I also found that often you end up creating a double negative condition which makes it confusing but I suppose this could be training and experience.

We now have an automated process for online customer recovery. Automated email templates. Full control over how we want to engage with customers online as well as many analytics.

Honestly, the part I like the most is when you have great data on your hands, you can do a ton of stuff very quickly: analyses, reports, segmentations. You'll get an immediate answer to virtually any question. With reports, for example, I'm able to create one in 30 seconds flat. This saves time since I don't have to bother our BI team, where it would take them a while to conduct. You'll find your way though, whatever you're planning on doing. It's fascinating when we have a problem and find a working solution, then our dedicated Exponea consultant finds another solution, but always with a common result. It's a huge challenge to be better than our cosultant, who can perfectly explain what to do in the heat of the moment. I started to learn JinJa and it seems to me that there are a lot of possibilities that can be created, re-calculated, and personalized - it's another step to get more value from Exponea. Webhooks and APIs, for instance, open up a great deal of new capabilities: for a marketer with an IT background, Exponea is the bomb. Lastly, tracking and enriching customer data via GTM is very comprehensive. What we can track as an event, every click, every scroll, every customer action both on the web and in the app.

I would enjoy better documentation for JinJa. The Exponea expert should be able to handle JinJa, otherwise you're referred to support and consultants. There is a ton of power behind weblayers, but you need to know JS nad CSS to get the most out of it. Creating an email template is quite complicated, insights don't work well, it's not very intuitive. Alerting must be done via JinJa, for example, when the number of mail drops below a certain threshold. The voucher system can be improved.

We're currently using Exponea for the simple segmentation of our customers (whatever can be segmented, we're segmenting). It's a simpler system to evaluate our campaigns, I perform analytics very quickly, when whoever from whatever team approaches me, I can quickly retrieve the response from Exponea. We've included promotions on the website, with the help of weblayers to show products that increase the conversion rate. Again, we can evaluate the A/B test very quickly, and thus adjust the audience in favor of a better varient. We're also including recommendations in blast campaings, which assisted in increasing our click-through-rate. Email scenario with dynamic content: product name in subject for the customer, price after discount and recommended products for the customer. In Drive, this was not possible, but with Exponea we're seeing great success. Weblayers gave us the opportunity to change some things on the website that would be difficult to change for our IT team. The data that Exponea collects gives us new possibilites to analyze with our BI team, which solves complex and robust analyses. We created a voucher system from which we can call a voucher via webhook directly for each customer.

It seems as though Exponea has no limits! I kept coming up with different ideas and concepts for use cases which were not preset in the tool, up to that point. Their team never once told me "I'm sorry, we can't do that" or "our tool doesn't do that". The Exponea team always came back to me with "There is always a solution", because the platform works with all tools and their data-driven employees function on a highly technical level. The tool is very agile and amazingly dynamic, so that the requirements can be implemented in a reasonable time frame. So far, we've enjoyed working with the experts from Exponea, along with all the capabilities that the platform offers to our team. We can see that our customers have liked us going with Exponea, it shows in our numbers.

- The documentation could be more extensive at some points or another. I know they are constantly working on that. - The fact that you are given a great many different possibilities suffers from the intuitive operation (for example, interplay of metrics, aggregates, reports). You have to spend some time diving a bit deeper into the knowledge base of things, that are not necessarily part of the daily business. This adds a bit more of tasks to all of us on the team but the more you know the more effective you are with the tool, obviously.

We are able to execute highly personalized campaigns more rapidly. We pinpoint our targeted segments through ram storage and tracking diversity, which has offered a significant conversion rate optimization. Our team has had increased productivity through not having to be dependent on the IT team. We are able to use weblayers and experiments, and this has allowed a significant reduction in the manual work for the content department, through the opportunities that Exponea's marketing automation offers us. On top of that, we have been much more effective in our efforts and are really enjoying the omnichannel communications with our user base. We have a much higher open rate now, as the message comes to each customer when they are most probably going to open it. We now spend our time doing more execution.

We started with Exponea 3 years ago and have been using them ever since. I worked with so many different tools before that, but Exponea is the most complex because it's capable of integrating analysis, emailing, SMS and Facebook messages. This makes it so much more easy to design multi-channel campaigns, automate, test and evaluate the results, all in one place. To me, this is a huge benefit. Keep in mind that the platform, for the most part, is user-friendly as well. Also, with Exponea we are now able to answer more complex questions, since we have all our data in just one tool. Additionally, Exponea has very good Customer Support. They have a chat integrated right into Exponea, so you can always bounce your ideas off the help desk, and they are super responsive

Exponea is easy, it’s a robust tool, but some UX aspects need to be strengthened. If you’re doing basic functions, it’s ok, but if you’re working on a more complex task, it’s not always easy to complete it. At this point you have to talk to Support. Certain activities require experience of working with the platform. E Exponea does, however, have some great knowledge-base articles, but sometimes you may need some extra help from their team. In short, the learning curve can be a bit steep but it's worth it in the end.

We mainly work with A/B testing in emails and marketing automation. In the past, we used MailChimp, and it was really hard to run campaigns every day or on a weekly basis. With Exponea we are easily able to automate and now we can plan campaigns for a whole month, or so, without hesitation. Additionally, we also work with cart abandonment emails, and before Exponea we were simply lacking this data. Now we are able to trigger the cart abandonment messaging for those who have left the cart and this is a great way to get those conversions. It's helped us quite a bit. We use weblayers/banners, which help us track customer actions on the website, in real time, and we are able to show personalized weblayers to our customers on our webpage, which resulted in a sales increase. Because of this we started to focus a bit more on this aspect of the Exponea tool. Yeah, the weblayers are great. We also started testing the "experiments“ module to update some pages on our website and A/B test these updates.

It really helped me to get my automated email campaign off the ground and once set it runs really smoothly with lots of analytics available. Also every change is executed within minutes. The process map (email campaign builder) was really easy to use and with just drag and drop it was done in no time.

The product was all good for my purposes.

It can serve as website laboratory where you can really easily set-up what you need to measure, adjust accordingly to keep your feedback look fast and only then decide about the permanent solution.

I like that Exponea is user friendly, with complex functionalities, great design and helpful online support team!

The low responsiveness of our account manager and sometimes robustness of the system (for example if one instance of an event or event attribute is missspelled, it stays in the data forever, which can be ery misleading and contributing to chaos in the complex data)

Building customer loyaty, customer data storage and management, personalization, consent management, we are hoping to start using it for more advanced marketing automation soon

Exponea is easy to use and provides us with a hugely comprehensive set of marketing automation features. The editing and flow building features are intuitive with changes being able to be live instantly. Particularly good is the way the features available are constantly expanding with a published and very comprehensive roadmap.

Nothing really. The only bit which is a little unnerving is the breadth of the tool when you first look at it. There is so much you can do with it then guidance on where to aim first is critical.

We are only just out of the pilot phase so have focussed on porting over all our existing marketing automation flows from another tool and started to enhance them. The major new area we have been able to develop is an understanding of our customer base and their behaviour. We have built an RFM model and are now looking to develop specific marketing approaches to fit each behaviour.