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Act-On Review: "The best customer service experience I've ever had!"
https://www.trustradius.com/marketing-automationAct-On SoftwareUnspecified7334101
Amber Perry profile photo
Updated December 27, 2013

Act-On Review: "The best customer service experience I've ever had!"

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction

  • The customer service has been outstanding. There are two main contacts that we have for Act-On, Mitch Vanderwall and Kyle Guiao and they have always gone above and beyond to schedule trainings and answer any questions that we have.
  • We do a lot of email marketing campaigns and they are so comprehensive and easy to set up with this Marketing Tool.
  • Act-On has so many features that create the look and feel we want for our campaigns.
  • I think that Act-On has a lot of functionality. We are thinking of adding some new features that Act-On provides, so far there hasn't been anything we wanted that they couldn't provide.
  • Everyone in our Marketing Department has had a very positive experience with Act-On. The customer service has been outstanding!
I am not the overall decision maker for our marketing platforms, but I do use it on a daily basis. I have had a very positive experience so far and I know that if I ever have questions, the customer service team at Act-On will get things straightened out for us.
Will Act-On be able to provide me with the features I need to create successful email campaigns?

Product Usage

15 - We have a marketing department that creates email campaigns within Act-On and then they get pushed through to Salesforce. Once they are created, the sales team uses the emails through Salesforce.
3 - I think that Act-On is extremely user friendly. There are a lot of different features to choose from, but once you go in and get started it's so easy to figure out as you go. If you need additional help, the training videos make everything so comprehensive!
  • To get our product in front of our target audiences.
  • To promote our product at times when incentives are the at their highest.
  • To create emails and lists for marketing campaigns.
  • To bring in leads from forms submitted on our company website.
  • To create automated marketing campaigns.
  • Marketing Automation
  • We are looking into "Act-On Inbound"

Evaluation and Selection

Support

I have worked with Kyle Guioa and Mitch Vanderwall many times whenever I have had questions about anything and they are so good about setting up trainings and answers questions. They always get right back to you via email or phone and the whole customer service experience with them has been nothing but positive.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
One situation in particular sticks out in my mind and it wasn't even necessarily a problem with Act-On, it was a problem with the integration between Act-On and another product we use. Even though it wasn't a direct Act-On problem their support team (Kyle and Mitch) helped us to the best of their knowledge and referred us to people that could help us further.

Usability

Act-On has a lot of functionality and we are able to use it for a lot of the things we do in Marketing. Since there are so many features, we are still learning as we go, which I think is a good thing because we are able to keep improving our campaigns.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • email campaigns
  • list management