Act-On - Marketing Automation for the Small Business
Updated September 08, 2015

Act-On - Marketing Automation for the Small Business

David Wank, DMD | TrustRadius Reviewer
Score 7 out of 10
Vetted Review

Software Version


Overall Satisfaction with Act-On

We use Act-On for all of our email marketing, tying in our webinars, and for working with Salesforce to help manage leads. It's being used across the entire company, and it helps us keep track of our leads and our customers. It helps us to track all of our leads automatically and integrates lead scoring so we know where we stand.
  • Allows us to segment lists from Salesforce for particular email campaigns
  • It integrates really well with GoToWebinar so we can use our GoToWebinar registrations and easily email this segment when needed
  • Their support team is incredible
  • I would like to see a little more ability to custom code CSS under the hood. However, this is not a deal-breaker
  • I would like to see more modern email marketing templates
  • I would like to see agency account cloning (note: hardly any MA companies can do this, and for those that offer it the price is very steep) -- so this is a "wish list" item
  • Keeping track of our leads -- it's infinitely more efficient when combined with SF vs. our old system. But you could do it still w/o SF.
  • ROI is very hard to measure, but because a lot of the benefit of Act-On is in the time it saves us -- which is worth a lot
  • I haven't taken advantage of all that Act-On has to offer, and as I do I think the ROI will keep improving. If I didn't feel it was worth it I would not stay on board as a client.
  • Marketo,ActiveCampaign,HubSpot,Leadformix
The bottom line is that IMHO Act-On provides the best bang for the buck in the sector. There are other companies that might have prettier email templates, or fancier interfaces, but when push comes to shove Act-On meets the price-point vs. value issue very well. To get even remotely close the the feature set with another product you'd have to 2x the price.

*** 9/2015 update --> I dropped my review from a 9 to a 7 because I had a very frustrating time canceling. So make SURE you read your contract VERY VERY carefully regarding terms of billing and how much advanced notice you have to give for cancellation. It's a shame because I had very good experience with the company otherwise. ***

It's well suited for a business that has grown out of a "regular" email program such as MailChimp or Constant Contact. Those programs are great for what they do, but once you start to grow past simple drip campaigns and really want insight into what's going to on, then you need to take the next step. ALL marketing automation is expensive -- it just is. But Act-On really makes me feel like I'm running an enterprise -- but for a non-enterprise price.

Note: for those of you just starting -- you might not want to use Salesforce. It's expensive especially if you are small company. But just do yourself a favor and use Act-On with Salesforce. It will take time to understand why and how these two programs work together, but I think Salesforce is a fantastic complement to Act-On and just makes things easier.

Using Act-On

2 - President
Executive Assistant
Their support team precludes the need for a dedicated support person.
  • Lead management
  • Email marketing
  • Marketing automation campaigns
  • Webinar integration with marketing and lead scoring
  • We tie in all of our marketing to Act-On - whether it's an email campaign or a tradeshow/seminar
  • It's nice to see lead/customer interaction across our marketing as we can wrap it all up in lead scores
  • Segmenting lists is a fantastic way to focus marketing efforts
  • More agency work
There is no other provider in the segment that does what they do at the price they charge, and their support team is great. My contact often checks in with me, and I think that they have really taken a stake in making sure that my company and my business succeeds. I often think of them as friends vs. business collaborators.

Evaluating Act-On and Competitors

  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Vendor Reputation
  • Third-party Reviews
In the beginning price. Now it's the support.
I would not change anything. I always re-evaluate the products we use and I would pick Act-On again if I had to right now!

Act-On Implementation

I had a dedicated integration/setup person who was excellent. And they brought on specialized people as needed to help with certain things (DKIM setup, lead scoring setup, etc).
Yes - Don't remember all of them but they walked me through the setup, made sure the basics were in place, then we did online meeting for a 4-6 weeks (maybe longer) to start to break it down and learn the program. They make a big investment in their clients.
And they are not pushy!!!! which is great.
  • I wanted to get up and running faster and faster, but it just takes time to learn any system

Act-On Support

One of the BEST support teams I've ever dealt with.
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
Every single day. There was a complex coding issue I had asked, and the rep was not 100% sure that he had the solution handy. So he let me know, went to his team, and came back with some possible solutions. I didn't mind that he didn't know immediately (it was an uncommon scenario). So instead of making something up or blowing it off, he let me know he needed to do more digging, check-in with me while he was investigating, and came back to me with answers. Bravo!

Using Act-On

Again, these systems take time to learn, and there's so much under the hood that usability is an issue with any marketing automation software. Act-On provides a nice balance.
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
  • One has to understand that ALL marketing automation platforms are complex to learn -- it's the nature of the product.
  • I enjoy selecting lists for my emails, and I like the ability to time when the emails will go out
  • I like that my staff can setup an email campaign and leave it for my review (and I get notified when it's ready for my final review).
  • I also like that it's easy to host media so that I don't have to use my own servers
  • Agency cloning (but nobody has that at this price point)
  • Sometimes customizing emails can be tricky, but overall I'm satisfied. I'd like a bit more granular control.
  • Trying to cancel can be tricky and was very frustrating for me. Read your contract VERY carefully regarding:
  • the advance notice you have to give to cancel
  • and billing terms so that you are not re-billed.