Act! CRM - Detailed Review
Customer Service Tools
Act! CRM - Product Overview
Overview of Act CRM
Act CRM is a comprehensive customer relationship management (CRM) system that has been a pioneer in contact management since the 1980s. Here’s a brief overview of its primary function, target audience, and key features:Primary Function
Act CRM is primarily used for centralizing customer information, managing sales opportunities, and enhancing marketing efforts. It helps organizations track and manage their customer relationships in one place, making it simpler for companies to decide how to engage with their consumers.Target Audience
Act CRM is ideal for small to medium-sized businesses. It is particularly suited for companies that prioritize client relationship management and marketing automation, helping them optimize their sales strategies and streamline their sales and marketing processes.Key Features
- Contact Management: Act CRM efficiently manages detailed contact information and interactions, storing customer data such as contact details, interaction histories, and sales records.
- Sales Pipeline Management: The system offers a highly customizable sales pipeline, allowing companies to track and manage leads and deals effectively through a visual representation.
- Marketing Automation: Act CRM includes marketing automation capabilities that streamline campaigns and lead management, enabling businesses to attract new prospects and turn them into customers.
- Customization Options: The software provides the ability to customize fields and tailor sales processes to specific business needs, offering unlimited customizations.
- Integration: Act CRM integrates tightly with Microsoft Office and Outlook, allowing sales teams to track all emails and documents associated with contacts. It also supports integration with Google and other tools.
- Mobile Access: The CRM is available in both on-premise and cloud-based versions, with a mobile app for Android and iOS devices, ensuring users can access and manage customer data on the go.
- Learning Resources: Act CRM provides comprehensive learning resources, including a Training Video Library and Knowledge Base, to help users fully grasp the extensive features and functionalities.
Conclusion
Overall, Act CRM is a solid choice for small to medium-sized businesses looking to enhance their customer relationship management and marketing automation capabilities. Act! CRM - User Interface and Experience
User Interface of Act CRM
The user interface of Act CRM is a critical aspect of its overall user experience, and here are some key points to consider:
Layout and Design
The interface of Act CRM has a functional, though somewhat traditional, design. Upon logging in, users are presented with a left sidebar that lists all the CRM features, providing quick navigation. The right sidebar, labeled “What’s New,” keeps users updated on the latest CRM news and updates, although it can be closed for a less cluttered view.
The top menu includes a handy search bar and essential functions like “Edit,” “Lookup,” “Schedule,” and “Write,” which contribute to the utility but also add to the crowded feel of the interface. The dashboard is populated with various widgets that display crucial information at a glance, such as daily tasks, open opportunities, and the sales pipeline.
Ease of Use
While Act CRM packs many features and functionalities, its user interface can be overwhelming, especially for new users. The initial learning curve is noticeable, with users typically requiring about 30-60 minutes to adapt to the interface. This is partly due to the information-dense layout and the somewhat dated design, which reminds users of older software for Microsoft Windows.
However, once users overcome this initial hurdle, the interface proves functional and comprehensive. Features like the Calendar and Tasks are particularly user-friendly, offering simplicity and ease of use. For example, adding new appointments and tasks is straightforward, with clear and uncluttered options for different viewing needs.
Customization
Act CRM allows for significant customization, which can enhance the user experience. Users can modify the interface’s layout, customize the sales cycle process, and manage complex data sets with Custom Tables. This flexibility enables businesses to create a platform that aligns closely with their specific needs and processes.
Mobile and Offline Access
The CRM also offers a mobile app available for both iOS and Android devices, ensuring that users can access and manage customer data, track sales opportunities, and perform various CRM tasks on the go. This mobile accessibility helps maintain a seamless user experience across different devices.
User Feedback
User feedback indicates that while the interface is functional, it may not appeal to those accustomed to more modern, minimalist designs. The traditional look and feel can make it less engaging for some users compared to newer CRM systems like HubSpot or Salesforce.
Conclusion
In summary, Act CRM’s user interface is functional but may feel dated and overwhelming at first. However, it offers significant customization options and user-friendly features such as the Calendar and Tasks, which can make it a valuable tool for managing customer relationships and sales processes once users become familiar with it.
Act! CRM - Key Features and Functionality
Act CRM Overview
Act CRM is a comprehensive customer relationship management (CRM) system that offers a range of features and functionalities, some of which are enhanced by AI integrations. Here are the key features and how they work, including the integration of AI:Contact Management
Act CRM allows businesses to centralize and manage detailed contact information and interactions. This feature enables users to store contact details, interaction histories, and sales records in a single database, making it easier to access and manage customer data.Sales Pipeline Management
The CRM provides a visual representation of the sales pipeline, allowing users to track and manage leads and deals effectively. This feature helps companies stay on top of their sales processes and close opportunities faster.Marketing Automation
Act CRM includes marketing automation capabilities that streamline campaigns and lead management. Users can create and manage email campaigns, track responses, and automate follow-up actions. This feature is particularly beneficial for attracting new prospects and turning them into customers.AI-Driven Email Marketing
With the latest updates, Act CRM integrates with OpenAI to enhance email marketing. Users can quickly create more compelling email marketing and landing page content using generative AI. This integration simplifies the process of crafting effective marketing materials, making it easier for small and midsize businesses to run impactful campaigns.Customer Interaction Automation
The integration with Dasha AI allows for the automation of customer interactions using conversational AI agents. This feature enables seamless, ultra-realistic conversations with customers, helping to automate routine interactions and improve customer engagement. The Dasha plugin can be integrated into Act CRM to customize the behavior of these AI agents and ensure they align with the business’s needs.Reporting & Analytics
Act CRM provides reporting and analytics tools that help businesses monitor their performance and make data-driven decisions. While the reporting features are rated as 3 out of 5 by CRM experts, they still offer valuable insights into sales, marketing, and customer interactions.Mobile App and Accessibility
The CRM is accessible via a mobile app for both iOS and Android devices, allowing users to manage customer data, track sales opportunities, and perform various CRM tasks on the go. This ensures that users can stay connected with their customer base and business operations regardless of their location.Customization and Flexibility
Act CRM offers significant customization options, allowing businesses to tailor the CRM database to their specific needs. Users can set security rules, automate unique processes, and configure the system to fit their industry and business requirements.Integration with Other Tools
Act CRM integrates well with other tools such as Microsoft Outlook, enhancing the management of team calendars, scheduling, and collaboration. The expanded integration improves contact identification, tracking, note-taking, and monitoring within Outlook.Learning Resources and Support
The CRM provides comprehensive learning resources, including a Training Video Library and Knowledge Base, to help users get the most out of the system. However, enhanced support comes with an additional cost.Conclusion
In summary, Act CRM is a versatile tool that combines traditional CRM functionalities with modern AI-driven features to enhance customer engagement, streamline sales and marketing processes, and provide valuable insights into customer interactions. While it may have a somewhat dated user interface, its functionality and customization options make it a solid choice for small to medium-sized businesses. Act! CRM - Performance and Accuracy
Performance
Act CRM has a mixed record in terms of performance. Here are some notable aspects:
System Resource Management
Act CRM can experience performance lags if not properly maintained. Clearing old activities, managing startup programs, and ensuring sufficient RAM (at least 16 gigabytes) are crucial for smooth operation.
Software Updates and Compatibility
New Windows updates or antivirus software changes can sometimes interfere with Act CRM’s performance, leading to slowdowns or compatibility issues.
Internal Maintenance
Regular maintenance tasks such as the “repair and index” function within Act CRM are essential to keep the database optimized and the software running smoothly.
Accuracy
In terms of accuracy, Act CRM generally performs well in its core functions:
Contact Management and Sales Pipeline
Act CRM is praised for its efficient contact management and sales pipeline tracking. It provides a detailed and visual representation of the sales process, allowing for accurate forecasting and deal management.
Marketing Automation
The software offers accurate and real-time metrics for marketing campaigns, enabling businesses to optimize their strategies effectively.
Limitations and Areas for Improvement
Despite its strengths, Act CRM has several limitations:
User Interface
Many users find the interface outdated compared to more modern CRM systems. This can lead to a less intuitive user experience, especially for new users.
Scalability
Act CRM is more suited for small to medium-sized businesses and may not fully meet the needs of larger enterprises due to scalability limitations.
Mobile Functionality
The software has limited capabilities on smartphones and tablets, making it difficult for users to manage their CRM on the go.
Customer Support
Historical issues with customer support include long wait times and unhelpful agents, although there are efforts to improve this with AI-powered technical support services.
Cloud Focus
Act CRM was slow to adopt cloud technology, which has made remote access and collaboration more challenging compared to cloud-based CRMs.
AI-Driven Features
While Act CRM does not inherently boast extensive AI-driven features within its core product, the company behind it (ACT) does offer AI-powered technical support services. These services include AI-driven CoPilot technology that enhances agent performance with real-time insights and next-best-action prompts. However, these features are more related to the support aspect rather than the CRM software itself.
In summary, Act CRM performs well in its core functions such as contact management and sales pipeline tracking but faces challenges with its user interface, scalability, and mobile functionality. While it is a solid choice for small to medium-sized businesses, larger enterprises may find it less suitable. The integration of AI in their technical support services is a positive step but does not directly impact the CRM’s core functionality.
Act! CRM - Pricing and Plans
Act CRM Pricing Plans
Act CRM offers a variety of pricing plans, each with distinct features and benefits, to cater to different business needs. Here’s a breakdown of the available plans:
Act CRM Starter Plan
Cost
$12 per user per month (billed annually), or $18 per user per month (billed monthly).
Features
This plan includes basic CRM functionality such as activity management, reporting, and live chat support. However, it lacks advanced features like website visitor tracking, auto-responses in email campaigns, revenue forecast reports, and phone support.
Limits
Unlimited contacts for email campaigns, 2GB of storage, and a contact limit of 50,000.
Act CRM Standard Plan
Cost
$25 per user per month (billed annually), or $35 per user per month (billed monthly).
Features
This plan adds more advanced marketing features, including marketing drip campaigns, more robust reporting and analytical tools, and the option for website visitor tracking with an additional marketing add-on ($199 per month). It still lacks custom fields and custom dashboards.
Limits
Unlimited contacts, 4GB of storage, live chat and phone support, and a contact limit of 50,000.
Act CRM Expert Plan
Cost
$50 per user per month (billed annually), or $65 per user per month (billed monthly).
Features
This plan includes a visual sales pipeline, custom fields for contact management, custom dashboards for reporting, A/B testing for email campaigns, and progressive profiling. However, it has limited lead features and social media integration is restricted to Facebook and LinkedIn.
Limits
Unlimited contacts, 6GB of storage, and live chat and phone support.
Act CRM Premium Plan (On-Premises)
Cost
$37.50 per user per month (billed annually).
Features
This self-hosted plan offers most of the features available in the Expert plan but requires maintenance and upkeep by your IT department. It lacks custom dashboards for reporting and analytics.
Limits
Similar to the Expert plan but with the added requirement of on-premises maintenance.
Free Trial Options
Act CRM does not offer a free plan, but it does provide a 14-day free trial for the cloud version and a 30-day free trial for the self-hosted version.
Additional Costs and Add-ons
There are additional costs for features like marketing automation, custom tables, and remote desktop access. For example, the Act Marketing Automation plans range from 2,500 to 100,000 email sends per month, with varying costs.
This structure allows businesses to choose a plan that aligns with their specific needs and budget, ensuring they get the necessary features without overpaying for unnecessary ones.
Act! CRM - Integration and Compatibility
Integration with Microsoft Outlook
Overview
One of the key integrations of Act CRM is with Microsoft Outlook. This integration allows users to synchronize contacts, calendars, activities, and emails between Act CRM and Outlook. You can automatically sync contacts, capture emails with a single click, and record Outlook emails in Act CRM to keep all communication history centralized. The integration also enables the synchronization of calendars, allowing you to view, create, and edit activities in both Act CRM and Outlook.Office and Email Integrations
Office 2019 and Exchange
Act CRM supports integration with Office 2019, including 64-bit integration for Outlook and Word add-ins, ensuring optimal performance and scalability. It also supports Microsoft Exchange and Office 365 for contact and calendar synchronization.Google Gmail Integration
Additionally, Act CRM can integrate with Google Gmail, allowing users to record emails automatically within their database contact records.Compatibility with Operating Systems
Act CRM version 24 is compatible with the latest operating systems, including Windows 11, which offers the latest security and performance enhancements from Microsoft. It also supports older versions of Windows, though compatibility may vary depending on the specific version of Act CRM you are using.SQL Server Compatibility
For database management, Act CRM v24 supports SQL Server 2019, providing automatic deployment and upgrade options for maximum performance, security, and scalability.Mobile Compatibility
Act CRM offers mobile solutions through the Act Companion mobile app, which is compatible with Apple iOS and Google Android. This allows users to access and manage their CRM data on the go.Integration with Other Business Tools
Act CRM can integrate with a wide range of business tools, including QuickBooks, Slack, and hundreds of other applications. This integration enables a cohesive workflow where all your business software works together seamlessly.Marketing Automation and Other Features
The integration extends to marketing automation tools, where Act CRM provides features like pre-configured email and landing page templates, workflow automation, and real-time performance metrics. These tools help in managing the entire customer lifecycle and driving engagement.Conclusion
In summary, Act CRM is highly versatile and compatible with a variety of platforms and tools, making it a comprehensive solution for customer relationship management and marketing automation. Its seamless integration with Outlook, Office, and other business applications ensures that users can manage their data and workflows efficiently across different devices and environments. Act! CRM - Customer Support and Resources
Customer Support Options
Act CRM provides several channels for technical support:
Phone Support
Available from 8:30 am to 8:00 pm ET, Monday through Friday, and from 9:00 am to 4:00 pm ET on Saturdays for Premier and Ultimate plans.
Live Chat
Available during the same hours as phone support, from 8:30 am to 8:00 pm ET, Monday through Friday, and on Saturdays for Premier and Ultimate plans.
Online Ticketing System
Users can submit support tickets for technical or other support requests.
These support options are part of the Act Technical Support Plans, which can include enhanced digital self-service experiences and other support features.
Additional Resources
Act CRM offers a range of resources to help users maximize their use of the software:
Training Videos and Libraries
There is an extensive library of training resources, including over 550 free instructional videos by Tony Holowitz, an Act Certified Consultant. These videos cover a wide range of topics related to Act CRM, Act Premium, Act Premium Cloud, and Act Marketing Automation.
Official Training Libraries
Act CRM provides its own comprehensive training libraries for different versions of the software, ensuring users can find relevant information to enhance their skills.
Personalized Training
Users can also benefit from personalized guidance from certified consultants like Tony Holowitz, who help clients focus on the most relevant and impactful features of the CRM software.
Customization and How-to Guides
Act CRM offers resources on how to customize the database, create new fields, amend layouts, import data, integrate with other applications like Microsoft Outlook or Gmail, and configure marketing automation.
These resources are designed to help users learn and use the CRM software effectively, addressing various aspects of its functionality and customization.
Act! CRM - Pros and Cons
When Considering Act CRM
When considering Act CRM for your customer service and marketing needs, here are the key advantages and disadvantages to keep in mind:
Advantages
Comprehensive Contact Management
Act CRM excels in managing detailed contact information and interactions. It allows you to store customer data such as contact details, interaction histories, and sales records in a centralized database, making it easier to engage in personalized conversations with customers.
Effective Sales Pipeline Management
The platform offers a highly visual and customizable sales pipeline, enabling you to track and manage leads and deals effectively. You can segment deals by region, sales stage, or product, and accurately forecast future sales performance.
Marketing Automation
Act CRM provides a comprehensive suite of marketing automation tools, including customizable email templates, automated workflows, and landing pages. These features help in creating targeted campaigns and measuring performance in real-time.
Customization Options
The software allows you to customize fields and sales processes to fit your specific business needs. You can add custom fields, choose data types, and use drop-down lists, which enhances the flexibility of the CRM.
Mobile and Offline Access
Act CRM offers a mobile app for both iOS and Android devices, ensuring that you can access and manage customer data, track sales opportunities, and perform various CRM tasks on the go.
Comprehensive Learning Resources
The platform provides ample educational resources, including a Training Video Library and Knowledge Base, which helps new users to get up to speed quickly.
Disadvantages
User Interface
Some users may find the CRM’s interface somewhat dated and cluttered compared to more modern CRM systems. This can lead to an initial learning curve, especially for those new to CRM software.
Scalability Limitations
While Act CRM is highly suitable for small to medium-sized businesses, it may not fully meet the needs of larger enterprises. It has limitations in terms of scalability and may fall short of complex CRM requirements.
Initial Learning Curve
New users may require some time to fully grasp the extensive features and functionalities of Act CRM. This can be overwhelming, especially for those who are not familiar with CRM systems.
Extra Cost for Enhanced Support
Enhanced support for Act CRM comes with an additional cost, which can be a drawback for businesses on a tight budget.
Integration Issues
Some users have reported issues with integration, particularly with Outlook, which can be a significant inconvenience for those who rely on seamless integration with their email clients.
Conclusion
Overall, Act CRM is a solid choice for small to medium-sized businesses looking for a comprehensive CRM solution with strong contact management and marketing automation features, but it may have some limitations for larger enterprises or those seeking a more modern user interface.
Act! CRM - Comparison with Competitors
Unique Features of Act CRM
- Generative AI Integration: Act Premium v26 incorporates generative AI, leveraging OpenAI to enhance email marketing and landing page content creation. This feature helps small and midsize businesses create more compelling marketing materials quickly.
- Improved Team Coordination: The latest update simplifies team calendar management, ensures seamless scheduling, and enhances collaboration. This is particularly useful for businesses that need to coordinate multiple team members efficiently.
- Enhanced Microsoft Outlook Integration: Act Premium v26 offers an expanded integration with Microsoft Outlook, making it easier to manage contacts, identify and track contacts, take notes, and monitor activities directly within Outlook.
- Marketing Automation: Act Marketing Automation includes an AI Writing Assistant that helps with copy creation, spell checking, grammar correction, translation, and more. It also scores leads and automates follow-up actions based on customer engagement.
Comparison with Competitors
Forethought AI
Forethought AI is focused on automating and optimizing customer support ticketing processes. It uses predictive ticket routing and automated ticket resolution, which are different from Act!’s marketing and team coordination focus. Forethought is more suited for mid-sized to large enterprises looking to streamline customer support operations.
Yellow.ai
Yellow.ai offers an omnichannel AI solution that supports text and voice interactions across various platforms. While Act focuses on CRM and marketing automation, Yellow.ai is more geared towards large enterprises needing comprehensive conversational AI support across multiple channels.
Kodif
Kodif uses OpenAI’s GPT technology to automate customer support tasks, similar to Act!’s use of generative AI. However, Kodif is more specialized in automating repetitive customer support issues and integrating with existing CRM tools like Zendesk and Salesforce. It is best for businesses looking to reduce the time spent on repetitive customer support tasks.
Tidio
Tidio is an AI-powered chatbot and live chat platform that integrates with websites, eCommerce platforms, and social media. It is more focused on providing quick, automated responses to frequently asked questions and is ideal for small to medium-sized eCommerce businesses. Unlike Act!, Tidio does not have a strong focus on CRM and marketing automation.
Zendesk AI
Zendesk AI is a scalable, omnichannel customer service platform that uses machine learning to analyze support tickets and automate responses. It is more geared towards large businesses and enterprises needing a comprehensive customer service solution. While it shares some similarities with Act in terms of automation, its primary focus is on customer support rather than CRM and marketing automation.
Potential Alternatives
For businesses looking for alternatives to Act!, here are some options:
Keap
Keap is a CRM and marketing automation tool that is highly rated as an alternative to Act!. It offers comprehensive sales, marketing, and operations integration, which might appeal to businesses seeking a more all-in-one solution.
GreenRope
GreenRope is another alternative that provides a complete CRM, marketing automation, and more. It consolidates sales, marketing, and operations into a single platform, making it a strong competitor to Act!.
Salesforce Sales Cloud
Salesforce Sales Cloud is a powerful CRM solution that offers advanced features in sales management, marketing automation, and customer service. It is a more extensive platform compared to Act and might be suitable for larger or more complex operations.
In summary, Act CRM stands out with its integration of generative AI for marketing content creation and its enhanced team coordination and Outlook integration features. However, businesses with different needs, such as omnichannel customer support or more specialized automation, may find alternatives like Forethought AI, Yellow.ai, Kodif, Tidio, or Zendesk AI more suitable. For those seeking a more comprehensive CRM solution, Keap, GreenRope, or Salesforce Sales Cloud could be viable alternatives.
Act! CRM - Frequently Asked Questions
Here are some frequently asked questions about Act CRM, along with detailed responses to each:
How Much Does Act CRM Cost?
Act CRM offers several pricing plans. The Starter plan costs $12 per user per month when billed annually, and $18 per user per month when billed monthly. The Standard plan is $25 per user per month (annually) and $35 per user per month (monthly). The Expert plan is $50 per user per month (annually) and $65 per user per month (monthly). There is also a Self-hosted Premium plan at $37.50 per user per month, billed annually.
Does Act CRM Offer a Free Plan or Trial?
Act CRM does not provide a free plan, but it does offer a 14-day free trial. This trial is based on the Expert tier, which includes all the features of the Expert plan.
What Features Are Included in Each Plan?
Starter Plan
Includes basic CRM features, activity management, reporting functionality, and live chat support. However, it lacks advanced features like website visitor tracking, auto-responses in email campaigns, and phone support.
Standard Plan
Adds more advanced marketing features, robust reporting and analytical tools, and website visitor tracking (with an additional marketing add-on). It does not include custom fields or custom dashboards.
Expert Plan
Includes a visual sales pipeline, custom fields for contact management, custom dashboards for reporting, A/B testing for email campaigns, and progressive profiling.
Premium Plan (On-Premises)
Offers virtually everything in the Expert plan but requires on-premises maintenance and does not include custom dashboards for reporting and analytics.
How Do I Get Started with Act CRM?
To get started, you can check out the Quick Start Guide provided by Act!. During the trial, you can import your list of contacts by going to “Get Started with Act!” and selecting “Import a CSV.” You can also use demo data if you don’t want to upload your contacts immediately.
How Secure Is My Data in Act CRM?
Act takes security and privacy very seriously. They conduct regular SOC2 audits to ensure data security. For more detailed information, you can visit their security and privacy web pages.
How Do I Add Additional Users to My Act CRM Subscription?
After starting a subscription, admins can add additional users by going to the “Organization” section, clicking on “Manage Users” on the Users tab, and then clicking “Add Users.”
Can I Generate and Export Reports in Act CRM?
Yes, Act CRM allows you to generate and export reports. It has customizable dashboards that provide an overview of your company, along with search and filter capabilities that can be exported as reports.
How Do I Get Help Using Act CRM?
You can access support resources by selecting the Question Mark icon in the top right corner of Act or by submitting a support ticket using their web form. One of their expert advisers will be in touch to assist you.
Are There Any Additional Costs for Add-ons?
Yes, Act CRM offers various add-ons that can supplement your chosen plan. These include custom tables, Act Desktop Remote, and additional marketing automation sends, each with their own pricing.
Can I Increase the Number of Users in the Trial?
Yes, you can add more users during the trial by going to the “Organization” section, clicking on “Manage Users” on the Users tab, and then clicking “Add Users.”