Dotdigital e‑mailmarketing

I'm a retailer with an aggressive email marketing program. We switched to dotdigital five years ago and although I found it spendy and it took us a bit to figure it out, performance has been consistently excellent. Also, and most important to me, the customer service support has been top drawer.

Dotdigital is an absolutely appalling app in a myriad of ways
- it was extremely complicated to set up (it took weeks) and ultimately you will end up sending emails from a noreply email address which sends a bad message to your customers about how much you want to hear from them! This alone should make you run a million miles the other way... you don't appreciate noreply email addresses as a consumer, so don't do it to your customers!
- expensive (it costs many times competitor products that perform better, have better reviews and are much simpler to implement)
- extremely difficult to implement and they don't like to assist... you'll have an 'account manager' who will quickly go through their extremely complicated app but they basically want you to pay them to set up emails for them. When I looked to find a dotdigital expert on Airtasker there were none because it is not a popular app.
- to top it all off the app then sent an email to our entire Shopify customer database - past and present - subscribed and unsubscribed - with no permission or warning which meant we were inundated with calls and emails from concerned customers thinking they were being phished or our website had been hacked. They also told me that this had happened before causing huge angst for customers prior to me. It is only a fundamentally flawed email software program that would sent out an email to an entire customer base with no warning. I wish someone had warned me before I spent thousands more than i needed to on an app that is overly complicated and ultimately doesn't deliver as well as far cheaper competitors. Having struggled to set up any email flows with dotdigital because it was so complicated, I have had no issues in setting up 4 email flows with Klaviyo (ie the problem is with dotdigital not with my skills after 22 years in business)! Take this as a heads up and research thoroughly before you go down this path. I regret it enormously.

We transitioned over to Dotdigital from another large player in the Email Marketing space and we couldn't be happier with the service we have received. They have helped streamline our EDM's and SMS and our deliverability/open rates are up by 15+%.

Our CSM Eloise is constantly helping us streamline and automate our campaigns and always informing us of best practice. It's actually nice to have a proper account manager, something we didn't have before at our previous Email Marketing Partner. Plus We're actually paying less! Wish we switched years ago.