Act-On: Class Act in Customer Service and Support
August 07, 2017
Act-On: Class Act in Customer Service and Support
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Act-On
We use Act-On for all of most of our marketing needs. This includes email, social media, analytics, webinars, and gated content, among others. It is mostly used by the marketing department, but our partner (customer) success department also uses it. It satisfies our needs for demand and lead gen, as well as helps leads in the buying process and sustains customers longer by directly sharing our content with them.
- Customer Support. This team goes above and beyond normal customer support. The support team is very friendly, always answers my questions immediately, and sends follow up emails. Their support team is so great that we've connected them with our customer support team to learn a thing or two!
- We have a very niche targeted audience that has a lot of weird email addresses (think info@address.com). Act-On's flexible suppress/bounce lists (spam) is truly impactful for our business. With other software, our account would probably have been suspended a few times due to sending to these email addresses. It's truly invaluable for our business.
- I truly feel that like a business partner of Act-On's. They regularly ask for feedback and we're happy to be beta testers for a lot of new features. Also, it's rewarding to not feel like "a customer" and instead feel like we're in business to grow together.
- I don't have a lot of coding experience, both in HTML and/or CSS. Since I am in a content marketing department of one (startups!!), creating branded forms/landing pages/etc. can take a while.
- The interface isn't as beautiful as some of the other softwares. Not a big problem for us, but I suppose some other companies could be turned off by that.
- By far email is the biggest driver of demand and lead gen. Since we've implemented Act-On and truly utilized the email marketing features, we've seen our leads multiply 5x and our activation in revenue multiply 3x. We expect, within a year, our inbound tactics will replace our outbound teams. That's no small feat or a phone-driven, sales-heavy SaaS startup.
When our contract was running out, we were exploring all options. We looked at Pardot as the other option. Ultimately, we stayed with Act-On for three reasons.
1) The customer support is a slam dunk in Act-On's favor. In fact, I'm willing to bet there's not another marketing automation platform that rivals Act-On's customer support team.
2) Email marketing. For us targeting a niche audience the fact that certain emails would force us our account to get suspended while it was evaluated was a huge deal breaker. We can't afford for our email & account to be suspended.
3) We just share a common mission and culture with Act-On. We make it a point to work only with companies that share common missions. We see Act-On as a business and brand that we'd like to have a long-term relationship with.
When adding all of these factors, it was clear that continuing work with Act-On made sense, in terms of dollars and cent, ROI, mission, and partnership.
1) The customer support is a slam dunk in Act-On's favor. In fact, I'm willing to bet there's not another marketing automation platform that rivals Act-On's customer support team.
2) Email marketing. For us targeting a niche audience the fact that certain emails would force us our account to get suspended while it was evaluated was a huge deal breaker. We can't afford for our email & account to be suspended.
3) We just share a common mission and culture with Act-On. We make it a point to work only with companies that share common missions. We see Act-On as a business and brand that we'd like to have a long-term relationship with.
When adding all of these factors, it was clear that continuing work with Act-On made sense, in terms of dollars and cent, ROI, mission, and partnership.