Great Customer Service and Support
October 03, 2014

Great Customer Service and Support

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Act-On

We currently use Act-On as our email provider in the marketing department. It simplifies our email process and allows us to set up automated programs, manage our email lists, and schedule sends so that we can work ahead of the curve.
  • Customer support: Act-On has incredible support. My customer success manager, Jacob Moserrat is always available to answer questions or walk me through a process if I'm unsure.
  • Scheduling sends: Creating and scheduling emails is very straight-forward and easy. The user interface is simple and user-friendly.
  • Deliverability reports: As with my customer success manager, Patrick Cappy, my senior delivery analyst is always available if I have any questions or concerns. He responds in a timely manner and the reports are great.
  • I would love to see an easier way to send remails. Currently, there is an option to resend emails to those who haven't opened an email but I feel it could be easier. I would love to see it set up as an option when I'm scheduling the initial send.
  • We are currently testing out another email provider (signed up at the same time as Act-On) and they have a free text-to-join option. I would love it if Act-On had something similar so that we could quickly and easily sign up new customers to our email list.
  • We have yet to see a lot of email conversions but I don't blame Act-On. This is still a fairly new company with a small email list.
Prior to my start at this company, the director and previous email marketing manager decided to test out two email platforms at the same time. We are coming to the end of both of our contracts and we are going to go with Act-On. The customer support is much better with Act-On and I feel like we get more out of our time with them. Having both a customer success manager and a deliverability analyst has helped us make some important decisions about our email marketing.
Act-On comes out with new features regularly and they listen to suggestions. I like having the Act-On U as well as support and community at my fingertips so that I can quickly search and resolve things myself. If I can't find something on my own, my manager is a quick email or phone call away. If he can't figure something out (this is a rare occurrence) then he finds someone who can resolve any issues I'm having.
I'm currently with a fairly small company with a relatively small email list for now. I'm unsure how well and easily it would perform with a really large company. I am relatively new to the company as well as Act-On so I don't think I can answer this question fairly. So far, I have really enjoyed working with Act-On, over the other email provider we're working with so I'd recommend them to a colleague.