Evergage - Detailed Review
Website Tools
Evergage - Product Overview
Introduction to Evergage
Evergage, now integrated into Salesforce as Marketing Cloud Personalization, is a powerful tool in the website tools and AI-driven product category. Here’s a brief overview of its primary function, target audience, and key features.Primary Function
Evergage is designed to deliver personalized experiences to website visitors and app users in real time. It combines in-depth behavioral analytics with customer data to create highly relevant and individualized interactions. This helps businesses increase customer engagement, conversions, and loyalty by responding to user actions and preferences in the moment.Target Audience
Evergage is primarily aimed at digital marketers, e-commerce businesses, and any organization looking to enhance their customer engagement and conversion rates. It is particularly useful for companies seeking to personalize their web, email, and app experiences without requiring extensive IT support.Key Features
Behavioral Tracking
Evergage tracks various user behaviors such as click tracking, time spent, inactivity, mouse movement, scrolling, and hovering to measure the true intent of visitors and users.Real-Time Personalization
The platform allows for real-time segmentation and delivery of personalized messages, content, and experiences based on user actions and preferences. This includes the ability to personalize email content at the time of opening and show different homepages to different personas.A/B and Multivariate Testing
Evergage enables the deployment of A/B and multivariate tests to optimize web experiences for different targeted audiences, ensuring that the most effective experiences are delivered.Analytics & Attribution
The platform provides advanced analytics capabilities to track the source, behavior, and intent of every visitor. It also measures conversion and revenue lift, helping marketers assess the effectiveness of their campaigns.Integration
Evergage is highly flexible and can integrate with various systems such as CMSs, e-commerce platforms, mobile apps, CRM applications, and more. This allows for the exchange of datasets to build personalized campaigns across multiple channels. By leveraging these features, Evergage helps businesses transform one-to-one customer engagement into a reality, leading to increased conversions, customer loyalty, and revenue growth. Evergage - User Interface and Experience
User Interface Overview
The user interface of Evergage, now known as Salesforce Marketing Cloud Personalization, is designed to be user-friendly and intuitive, particularly for those involved in marketing and customer engagement.
Key Interface Features
Point-and-Click Interface
The platform allows users to set up behavioral analytics and create personalized user experiences without the need for IT support. This is achieved through a point-and-click system, making it easier to personalize messages and content in real-time.
WYSIWYG Editor
Evergage includes a What-You-See-Is-What-You-Get (WYSIWYG) editor, which helps users create and edit content directly within the platform. However, some users have noted that this editor can be challenging to use, especially for those without HTML or CSS experience, and it sometimes requires a browser plugin.
Real-Time Analytics
The interface provides real-time analytics and insights into visitor behavior, allowing users to respond immediately to user actions and optimize the customer experience.
Segmentation and Campaign Management
Users can easily segment their audience based on various criteria, such as behavior, location, and other attributes. The platform also supports the creation and management of multi-step marketing campaigns through a campaign flow or storyboard feature.
Ease of Use
Learning Curve
While the platform is generally user-friendly, there is a learning curve associated with using Evergage to its full potential. Users have reported that it takes time to learn how to use the system effectively, especially for more advanced features like setting up messages from scratch or creating segments.
Technical Knowledge
The interface is simple enough for non-developers to use, but some features, such as the visual editor, may require some technical knowledge to fully utilize.
Overall User Experience
Customer Support
Users have praised the customer service and support provided by Evergage, noting that the team is responsive, flexible, and helpful in building campaigns and resolving issues.
Effectiveness
The platform is highly effective for increasing customer engagement and conversion rates, with many users reporting positive results in these areas.
Minor Issues
However, some users have mentioned minor issues such as occasional bugs and limitations in certain features, like the pathing and funnel reports.
Overall, the user interface of Evergage is designed to be accessible and effective for marketing professionals, offering a range of tools to personalize and optimize the customer experience. While there may be some initial learning required, the platform’s ease of use and strong customer support make it a valuable tool for many users.
Evergage - Key Features and Functionality
Evergage Overview
Evergage, now integrated into Salesforce as Marketing Cloud Personalization, offers a suite of features that leverage artificial intelligence (AI) and machine learning to deliver highly personalized customer experiences. Here are the main features and how they work:
Customer Data Platform (CDP)
Evergage collects and integrates vast amounts of data from various sources, including CRM systems like Salesforce, Google Analytics, and other marketing tools. This data is used to create rich customer profiles, which are essential for personalization. The platform supports both client-side and server-side integrations, allowing real-time data exchange and synchronization.
AI-Powered Personalization Algorithm
The Contextual Bandit algorithm uses AI to process large datasets and predict the most relevant content, offers, or promotions for each visitor. It estimates the probability of interaction with each offer, applies continuous machine learning to optimize content, and considers factors like promotion fatigue to ensure the optimal experience is presented.
Real-Time Personalization
Evergage enables real-time personalization across various channels, including websites, mobile apps, web applications, and email. For example, email content can be personalized at the time of opening based on the subscriber’s recent interactions and attributes. This ensures that each visitor or user receives a relevant and unique experience every time they interact with the platform.
Machine Learning Recipes
Marketers can create and deploy machine learning recipes that include algorithms, filters, boosters, and variations to control recommendations. These recipes can be previewed, tested, and deployed across different channels to drive personalized recommendations.
Segmentation and Targeting
The platform allows for advanced segmentation and targeting based on customer behavior, demographics, and other data points. This enables marketers to deliver personalized experiences that are aligned with the individual’s interests and preferences.
Continuous Optimization
Evergage uses continuous machine learning to optimize the personalization process. It monitors analytics data, identifies anomalies, and adjusts the personalization strategy accordingly. This ensures that the personalization remains effective and relevant over time.
Multi-Channel Integration
The platform integrates with a wide range of systems, including CMSs, ecommerce platforms, mobile apps, SaaS and web applications, ad tech tools, analytics tools, CRM applications, and more. This allows for seamless data exchange and the ability to personalize experiences across all customer touchpoints.
Shared Insights and Automation
Evergage’s Guardian feature uses machine learning to monitor analytics data and surface anomalies. This helps in automating the personalization process and providing real-time insights that can be used by customer-facing staff in call centers, in-store, or in-branch systems.
Real-Time Engagement
The platform feeds real-time engagement data into sales and service consoles, enabling service teams to preempt customer queries and provide more effective case resolutions. Sales teams can also use this data to have more relevant conversations with prospects and customers.
Conclusion
These features collectively enable businesses to deliver highly personalized and engaging customer experiences, driving improved customer satisfaction, increased conversions, and better marketing performance.
Evergage - Performance and Accuracy
Evaluating Evergage’s Performance and Accuracy
Performance
Evergage is known for its high-performance capabilities, particularly in real-time personalization. Here are some highlights:- Real-Time Processing: Evergage can react to visitors in as little as 20 milliseconds, which is crucial for delivering personalized experiences in real time.
- Comprehensive Data Collection: The platform gathers a wide range of data, including active time spent on pages, on-page engagement, and data from other sources. This data is unified and interpreted to create rich customer profiles.
- Machine Learning Capabilities: Evergage offers advanced machine learning features such as affinity modeling, white-box recommendations, and anomaly detection. These capabilities help in predicting customer reactions and automating personalized interactions.
- Integration and Accessibility: The platform integrates seamlessly with various systems, including CRM systems like Salesforce, Google Analytics, and other marketing automation tools. This allows for real-time data exchange and the deployment of personalization campaigns across multiple channels.
Accuracy
The accuracy of Evergage’s personalization is driven by its comprehensive data collection and advanced analytics:- Detailed Customer Profiles: Evergage creates detailed customer profiles across six categories: situational, firmographic, lifecycle, affinities and intent, profile data, and account-level data. This ensures that the personalization is based on a deep understanding of the customer’s behavior and preferences.
- Behavioral Analytics: The platform combines in-depth behavioral analytics with data from existing sources to provide a single, comprehensive customer view. This helps in delivering highly personalized and individualized experiences.
- Machine Learning Models: Evergage’s models are updated in real time, ensuring that the personalization remains relevant and accurate as customer behaviors evolve.
Limitations and Areas for Improvement
While Evergage is highly effective, there are some limitations and areas to consider:- GDPR Compliance: Like any data-driven platform, Evergage must comply with regulations such as GDPR. The platform has been working to ensure compliance through clear processes and security policies, but this remains an ongoing challenge.
- Data Quality: The accuracy of AI-driven personalization depends on the quality of the data. Ensuring that the data is clean, consistent, and comprehensive is crucial for optimal performance. Evergage’s tools help in this regard, but data quality issues can still arise if not managed properly.
- Integration Challenges: While Evergage integrates with many systems, ensuring seamless integration can sometimes be challenging. This may require additional support from IT departments or careful configuration to avoid data discrepancies.
Engagement
Evergage is designed to enhance customer engagement through highly personalized experiences. Here are some ways it achieves this:- Personalized Content and Campaigns: The platform allows marketers to deliver targeted content and campaigns based on a variety of factors, including what customers are shopping for or their past purchases.
- Real-Time Interactions: Evergage’s real-time capabilities enable customer-facing staff to provide relevant suggestions and recommendations during interactions, whether online or in-store.
Evergage - Pricing and Plans
Pricing Structure
The pricing structure of Evergage, now integrated into Salesforce as Interaction Studio, is based on custom and quotation-based models, which can vary significantly depending on the specific needs and scale of the business.
Pricing Models
- Evergage does not offer a free trial or a publicly disclosed starting price. Instead, pricing is determined on a quotation basis, where the cost is calculated based on the complexity and scale of the implementation.
Plans and Features
- Custom Pricing Plans: The pricing for Evergage is not standardized and requires a direct quote from the sales team. This allows for flexibility in pricing based on the specific features and scale required by the business.
General Features
- Regardless of the plan, Evergage typically includes features such as real-time personalization, audience segmentation, behavioral tracking, unified customer profiles, analytics, and A/B testing. It also offers content creation and promotion to enhance customer engagement.
Support and Additional Services
- Technical Support: Different levels of support are available, including 24×7 phone support and developer support, especially in the higher-tier plans.
- Expert Coaching and Training: Higher-tier plans may include expert coaching, Trailhead Academy discounts, and proactive services.
Integration with Salesforce
- Since Evergage is now part of Salesforce, its pricing and features may be influenced by the broader Salesforce ecosystem. For example, Salesforce’s Customer 360 Audiences platform, which includes elements of Evergage, can have pricing that starts at $12,500 per month for the entry-level plan, supporting up to 45,000 records. Higher-tier plans can cost up to $50,000-65,000 per month, supporting up to 500,000 records.
Conclusion
Given the custom nature of Evergage’s pricing, it is essential to contact their sales team directly to get a precise quote that aligns with your business needs. There are no publicly available fixed pricing tiers, and the features included can be adjusted based on the quotation provided.
Evergage - Integration and Compatibility
Evergage Overview
Evergage, now integrated into Salesforce as Interaction Studio, is a versatile and highly compatible customer data platform (CDP) that offers extensive integration capabilities with a wide range of tools and systems.Integration Options
Evergage is highly flexible in terms of integration, allowing companies to efficiently exchange data between its platform and other complementary systems. Here are some key integration points:CRM Systems
Evergage can be integrated with CRM applications, such as Salesforce, to enhance customer data and personalization capabilities.Email Marketing Systems
It integrates with email marketing systems, enabling real-time personalization of email content based on user interactions and attributes.Analytics Tools
Evergage can connect with analytics tools like Google Analytics and Adobe Analytics to capture and integrate behavioral data.Ecommerce Platforms
Integrations with ecommerce platforms, content catalogs, and mobile apps are supported, allowing for personalized experiences across multiple channels.AdTech and Marketing Automation
It also integrates with AdTech platforms (e.g., Facebook, Google, DSPs) and marketing automation tools to enhance audience segmentation and engagement.Call Centre and Chat Tools
Evergage can be connected to call centre systems and chat tools, ensuring a unified customer experience across different touchpoints.Technical Integration
Technically, Evergage uses several methods for integration:JavaScript/SDK Integrations
These allow for the activation of personalization elements on websites, CMSs, and other web applications.Connector Gears
These facilitate connections with various systems such as CRM, email marketing, analytics tools, and more.Salesforce Interactions SDK
This SDK provides a unified event data model for capturing and integrating user and behavioral data, enabling seamless integration with Salesforce Marketing Cloud and Data Cloud.Compatibility Across Platforms and Devices
Evergage is compatible with a variety of platforms and devices:Web Applications
It can track user behavior on websites and web applications, sending this data to personalize interactions in real-time.Mobile Apps
Evergage supports personalization for mobile apps, ensuring consistent user experiences across different devices.SaaS & Web Applications
Integrations with SaaS applications and web services are supported through generic connectivity options like HTTP Client and Webhook Trigger.Real-Time Personalization
One of the standout features of Evergage is its ability to personalize interactions in real-time. This includes personalizing email content at open time based on the user’s recent interactions and attributes, ensuring the experience is always relevant and individualized. In summary, Evergage’s integration capabilities are extensive and flexible, allowing it to work seamlessly with a broad range of tools and systems, enhancing real-time personalization and customer engagement across multiple channels and devices. Evergage - Customer Support and Resources
Customer Support
Evergage, now part of Salesforce, offers several support channels and resources to its users:
- Technical Support: Users can expect support through various channels, including email, phone, and online support portals. However, specific details on the support channels are best obtained directly from Salesforce’s support resources.
- Documentation and Guides: Comprehensive documentation and guides are typically available to help users set up and use the platform effectively. These resources include user manuals, FAQs, and technical specifications.
- Training and Onboarding: Evergage provides tips and training for new users to help them get started with the platform. This includes onboarding processes and training materials to ensure users can maximize the platform’s features.
Additional Resources
- Webinars and Workshops: Evergage, in collaboration with Salesforce, often hosts webinars and workshops to answer user questions and provide deeper insights into the platform’s capabilities. These sessions can be particularly useful for understanding advanced features and best practices.
- Integration Support: Given Evergage’s flexibility in integration with various systems (such as CMSs, ecommerce platforms, mobile apps, and CRM applications), users can access resources and APIs to facilitate smooth integrations. This includes JavaScript/SDK integrations and Connector Gears for different systems.
- Community and Forums: Salesforce has a large community and forums where users can interact, share experiences, and get help from other users and experts. This community support can be invaluable for troubleshooting and learning from others.
- Reporting and Analytics: The platform provides extensive reporting and analytics tools, which help users monitor and optimize their customer engagement strategies. This includes real-time analytics and detailed dashboards to track key performance indicators.
While the specific website provided does not directly detail Evergage’s support options, the information above is derived from general resources and the integration of Evergage into Salesforce’s ecosystem. For the most accurate and up-to-date information, it is recommended to contact Salesforce’s support team or visit their official support pages.
Evergage - Pros and Cons
Pros of Evergage
Customer Engagement and Personalization
Evergage is highly effective in enhancing customer engagement through personalized experiences. It uses AI and machine learning to analyze vast amounts of data, allowing marketers to deliver the most relevant content, offers, or promotions to each visitor or user.Advanced Analytics and Optimization
The platform provides real-time data and performance visualizations, helping marketers identify optimization opportunities and potential issues. It monitors various metrics, including conversion rates, average order value, and page load performance times, enabling marketers to optimize their digital marketing results.Integration Capabilities
Evergage offers out-of-the-box integrations with numerous marketing automation, email marketing, CRM, CMS, and e-commerce platforms, as well as analytics tools and advertising networks. This makes it versatile and easy to integrate into existing systems.Customer Service
Users praise Evergage for its excellent customer service. The team is flexible, responsive, and open to new ideas and suggestions, which is crucial for addressing specific business needs.Segmentation and A/B Testing
The platform allows for detailed segmentation of users based on their actions and behaviors, enabling the creation of targeted content such as banners or pop-ups. It also supports A/B testing for various content and images, helping to improve functionality and engagement.Alerts and Notifications
Evergage features an alerting system that notifies teams when customer usage drops or other significant events occur, ensuring timely engagement and support.Cons of Evergage
Learning Curve
One of the main drawbacks is the time it takes to learn how to use the system effectively. Users have noted that while it is not difficult, there is a significant learning curve, especially for those without experience in HTML or CSS.Deployment Limitations
There are limitations in how and where the “recipes” (personalization rules) can be deployed, which can restrict flexibility for different business initiatives. Additionally, there are challenges related to attribution funnels.Technical Issues
Some users have reported occasional bugs, although these are not seen as major issues. The visual editor can also be challenging to use for those without HTML or CSS experience.Setup Challenges
Setting up messages from scratch and creating segments attached to messages can be difficult, especially for new users. This can slow down the initial deployment of personalized campaigns. Overall, Evergage is a powerful tool for personalization and customer engagement, but it requires some time to master and has a few technical and deployment limitations. Evergage - Comparison with Competitors
When comparing Evergage, now part of Salesforce, with other AI-driven website personalization tools, several key features and differences stand out.
Evergage Key Features
- Evergage offers real-time, behavior-based web personalization, enabling marketers to create relevant online experiences that drive conversion rates and customer success.
- It includes features like behavior-based surveys, message templates and playbooks, engagement reporting, and a visual editor for personalizing the web experience in real time.
- The platform integrates with top CRM and SaaS providers, making it versatile for various marketing needs.
Unique Features
- Evergage’s real-time personalization allows for immediate responses to visitor behaviors, which can significantly improve customer engagement and conversion rates.
- The visual editor is particularly useful for non-technical users, as it simplifies the process of creating personalized content without needing IT or web development support.
Alternatives and Comparisons
Smartech
- Smartech is an Omni-channel personalization leader that uses AI to capture real-time customer data and dynamically change content based on user behavior. It excels in personalizing the entire navigational and buying journey, recommending products, and creating “picked just for you” pages. However, it may require more technical setup and is more suited for larger brands.
Adobe Target
- Adobe Target is an AI-powered personalization and Omni-channel marketing automation solution within the Adobe Experience Cloud. It is known for its robust predictive models and advanced customer-level targeting. However, it has a steep learning curve, especially for those unfamiliar with Adobe products, and high implementation costs.
Optimizely
- Optimizely is a progressive delivery and experimentation platform that helps brands deliver targeted personalized messages. It is user-friendly, especially for A/B testing, and offers good customer support. However, it is primarily focused on enterprise clients, and its pricing can be prohibitive for small and medium-sized businesses (SMBs).
Qubit
- Qubit is a UK-based AI-driven personalization platform that specializes in e-commerce personalization. It offers intuitive block templates and is built for rigorous testing and experimentation. However, it can be challenging to integrate with existing analytics tools, and its data representation and conversion reporting may not be as strong as other platforms.
Key Differences
- Integration and Setup: Evergage is noted for its ease of integration and use, even for non-technical users, whereas platforms like Adobe Target and Qubit can have more complex setup processes.
- Cost and Target Market: Evergage offers a free beta edition and a paid solution at $199 a month, making it more accessible to SMBs. In contrast, platforms like Adobe Target and Optimizely are more expensive and geared towards enterprise clients.
- AI Capabilities: While Evergage uses real-time behavior-based personalization, platforms like Smartech and Qubit leverage more advanced AI and machine learning to predict and adapt to visitor behaviors.
Conclusion
Evergage stands out for its ease of use, real-time personalization capabilities, and integration with various CRM and SaaS providers. However, depending on your specific needs, alternatives like Smartech, Adobe Target, Optimizely, and Qubit may offer more advanced AI features or better suit your business scale and technical capabilities. It’s crucial to evaluate each platform based on factors such as integration effort, pricing, and the level of customer support provided.
Evergage - Frequently Asked Questions
Frequently Asked Questions about Evergage
What is Evergage and what does it do?
Evergage is a real-time, behavior-based web personalization platform that helps marketers create more relevant online experiences for their customers. It uses real-time data and machine learning to personalize web content, emails, and other interactions to improve customer engagement and conversion rates.What features does Evergage offer?
Evergage offers several key features, including:- Behavior-based surveys to gather insights into customer behaviors and interests.
- Message templates and playbooks for delivering pre-built, targeted messages.
- Engagement reporting to compare behavioral data across different user segments.
- A visual editor for real-time personalization of web experiences.
- Triggered email capabilities that allow for personalized, timely emails based on user actions.
- Integration with CRM, SaaS, and other marketing automation systems.
How does Evergage personalize content in real-time?
Evergage personalizes content in real-time by collecting and analyzing data on user interactions, such as time on page, hovering, scrolling, and navigation patterns. This data is used to create dynamic content, including emails and web messages, that are updated based on the user’s most recent activities.Can Evergage integrate with other marketing tools and systems?
Yes, Evergage integrates with a variety of marketing automation/email marketing systems, CRM solutions, CMS platforms, analytics tools, and advertising networks. It also supports connections via JavaScript or APIs.What types of users is Evergage targeted at?
Evergage is targeted at B2B and B2C marketers across various industries, including retail, financial services, insurance, technology, gaming, and media. It is designed for marketers looking to improve customer engagement and the relevance of their online and email communications.Does Evergage offer a free plan or trial?
No, Evergage does not offer a free plan. However, it did previously offer a free beta edition. The current pricing model is based on custom and premium plans, with details available upon request.How is Evergage priced?
Evergage pricing is custom and based on the specific needs of the client. It does not have a fixed starting price and is typically sold on an annual subscription basis. For higher volumes of triggered emails, there may be additional charges based on the number of emails sent.What happened to Evergage after the Salesforce acquisition?
Evergage was acquired by Salesforce, and its real-time personalization and machine learning capabilities are now integrated into Salesforce Marketing Cloud. This integration enhances Salesforce’s customer data platform (CDP) capabilities and provides more comprehensive customer personalization and engagement tools.Does Evergage provide APIs for exposing client interactions across different channels?
Yes, Evergage allows for the exposure of client interactions through APIs, enabling the integration of data from various channels into the platform. This facilitates a more unified and personalized customer experience across multiple touchpoints.