SmartReach promises a lot and fails to…
SmartReach promises a lot and fails to competently deliver. While they have integrations and a lot included in their packages that are otherwise priced separately by other companies, a lot of the features are half-heartedly slap-dashed together. Small simple features like being able to sort your companies by name are unavailable and duplicate management is manual and long.
The shared inbox system also is quite unreliable and the system will randomly send out unauthorized/unscheduled emails. The systems connectivity issues are abundant and though they have 'email verification' the system doesn't "verify" the email addresses until the campaign tries to send them an email, resulting in lots of bounces that didn't need to happen.
The customer service is so frustrating to deal with because they are poorly trained on anything technical and barely know how their own system functions. I often have to re-iterate my issues multiple times with screenshots before I can get them to understand my issue. I'd rather just talk directly to IT.
We also have constant issues with the CRM when resorting the lists, doesn't actually sync the back end to the front end, so you think you're selecting Mark Jones, but when the details pop up, you're selecting Mary Beth instead, if you can re-sort at all.
They are often quick to respond but again, a struggle to communicate with.
My biggest issue is that there's no way to non-manually make sure that if you accidently add someone who has a 'bad contact' or 'bounced/unsubscribed' status that they stay that status. Adding them to a new campaign RESETS their status instead of putting them on a forever DO NOT CONTACT list. I cannot accurately mark the difference between 'bad contact' and blocked without fearing accidently resending if I recycle a list.
The statuses for if we are mapping a field to go over to HubSpot or not is also confusing to configure just based on how the options are worded and the FTPs are messy and unreliable.
The other big issues we have are scheduling. We cannot reliably schedule emails to send on specific days and you can only have them go on specific days of the week. The emails are also constantly randomly throttled, throwing off our send-times and cause our campaigns to be delayed by weeks.
TLDR; I recommend looking elsewhere. The features only half work and are extremely unoptimized and frustrating.
Antwort von SmartReach.io
Hi Ama, thank you for the detailed feedback. Before responding point by point, I want to check one thing first, because much of what you've described (manual-only duplicate management, no persistent do-not-contact list, and unreliable sorting and scheduling) doesn't reflect the current SmartReach.io platform, where all of those are supported features.
Worth flagging: there are three separate products using the SmartReach name. Ours is SmartReach.io, and the other two are SmartReachAI.com (a business that's using our brand name) and SmartReach by NiceCX (a calling solution). Because the specific problems you've listed don't line up with how our system works, I suspect this review may relate to one of the other two rather than to us.
If you are in fact a SmartReach.io customer, I don't want to wave any of this away. Please email me your user ID at lance@smartreach.io and I'll investigate every issue you've raised directly on your account and follow up personally.
Best,
Lance Dsouza
