Wanted It To Work - but it didn't
I wanted this to work to move over from Active Campaign as it's expensive.
However, it was a bad experience.
Firstly, Blastable's own transactional email went into "spam". Also, a test email also went into spam. I didn't dare go further than that.
Support was not good at all. Sometimes they responded immediately, and at other times (when I tried to mention the above), their response was very delayed and furthermore they didn't really read what I had written and misinterpreted what I said and kept giving explanations and excuses that didn't make sense or because they didn't really read what I said.
For example, I asked them why their transactional email went into spam, and they responded as though it's my transactional email - but it's theirs, not mine. And when I asked why my test blast went into spam too, they said it was blank - which wasn't true. I sent a normal email with subject and text. And they kept talking about how gmail needed warming up, when I wasn't using a gmail but a proper domain email. So they obviously aren't paying attention to what I've been communicating through support. It gets tiring to explain things over and over again.
I also don't know how a product that claims to optimize deliverability with AI have their very own transactional email go to the spam folder. Transactional emails are not meant to go to spam at all. So there's something really wrong here. Again, these are NOT my own transactional emails - this is their own email from their own domain!
I tried this product because I wanted to test email deliverability. That's my main purpose. I have about 25k emails - all warm emails and not cold at all. All opted in emails. If they can help me get good deliverability as they claim they can, I'll be glad to be proven wrong and change my rating. However, if support is going to be slow and not read what I have to say, then I don't want to waste my time.
Justin_Blastable
Edited Oct 7, 2024No one likes a 1-star review, but it’s even worse when it is inconsistent and inaccurate.
I had our team do some research on this (which is why this response is a bit late), since it is unlike any customer experience I have ever seen on Blastable... and we’ve had thousands of customers.
Let me address some things said by the reviewer:
1. “Support was not good at all.“
Their first message was on September 16th and they received a response exactly 15mins later.
That doesn’t sounds like bad or slow customer support to me.
Let me also add that September 16th was also the day we launched on AppSumo, so we were incredibly busy, but our team pulled out all the stops to get back to everyone quickly.
Not only that, but also on September 16th, one of our customer experience managers spent over an hour on live chat with this person helping them set up his account, import contacts, diagnose his SPF and TXT record issues, address automations and more. We could have simply referred them to our support videos and tutorials that show exactly how to do all of this, but instead helped them personally, one on one. This was also on launch day.
Maybe it’s just me, but that seems like pretty dang good customer support.
We even took it a step further and sent them a follow-up email later that day to make sure they were all sorted and good to go which resulted in another live chat where we continued to help them even more.
The next day on September 17th, we sent them another check in email to see how they were getting on with everything to make sure they were all set. We did not receive a reply to this email.
2. “transactional email went into spam”
The next time we heard from this customer was on September 20th when they asked why their transactional email went to spam. This was at 2:44am our time. We responded at 8:26am our time. They complained about the slow response. We explained that that can sometimes happen when we email someone for the first time and depends on his spam filter settings and a lot of other things out of our control.
3. “I asked why my test blast went into spam too”
This customer sent a blank email as a test to their gmail inbox from a domain they had never sent email from before. Sending a blank email with no content from an ESP you have never used before from a domain name you have never sent email from before would usually be blocked outright, but that explains exactly why it ended up in his spam folder which is due to the reputation that Blastable has with gmail. When sending email to gmail, the reputation of the sender matters more than anything else and sending a blank email from a domain with no sender reputation is a recipe for disaster. It’s like trying to get a mortgage for your home when you have no credit score or credit history or job.
We did not misunderstand any support questions asked by this customer - in fact it was the other way around which is why we had to spend so much time helping them. They are entitled to their opinion, but after all the time we spent helping them... to leave a 1-star review saying our customer support is bad is just not cool. We went above and beyond with personalized and proactive support and offered to help them in as many ways as we could. I honestly do not know what more could have been done.