My experience: Damaged me personally with financial loss due to their error, and now my business suffering because of data loss—no apologies
Overall Satisfaction with ActiveCampaign
I use ActiveCampaign as the hub of my business operations. My company runs on the internet, and I use ActiveCampaign automations, emails, forms, integrations and more to onboard clients and "employees" and maintain their account and stay in effective communication with both parties.
- Customer service is readily available (via chatbot) for basic questions on how to use the CRM
- Their automation flow makes more sense to me than some other CRMs.
- In my opinion, their customer service is horrible. It took 38 emails over 2 weeks simply to "resolve" that my bank account was overdrawn due to an unauthorized renewal fee for a yearly subscription, when I had never purchased a yearly subscription before.
- In my opinion, customer service could actually listen to the problem and respond like their customers are real people instead of giving canned, generic responses, making light of significant issue.
- In my opinion, not threaten to remove access to contact data in the event of their own error (such as unauthorized charges, and then, in my experience, after refunding, threatening to remove access to contact data if I didn't purchase a plan).
- In my opinion, not randomly change the functions on their platform that results in data loss, such as happened to me this week.
- In my opinion, when receiving a complaint about customer data loss: apologize or acknowledge the loss.
- In my opinion, reimburse a business for financial loss suffered due to, what I believe is incompetent and dishonest behavior, such as the auto-renew event last June.
- I have lost money due to ActiveCampaign errors
- I have lost client data due to ActiveCampaign errors
- I have not been launched for 3 months yet, so not a lot to be measured as far an income yet, except my losses...
Do you think ActiveCampaign delivers good value for the price?
No
Are you happy with ActiveCampaign's feature set?
Yes
Did ActiveCampaign live up to sales and marketing promises?
No
Did implementation of ActiveCampaign go as expected?
No
Would you buy ActiveCampaign again?
No
ActiveCampaign Feature Ratings
ActiveCampaign Support
Pros | Cons |
---|---|
None | Slow Resolution Poor followup Less knowledgeable Not kept informed Escalation required Need to explain problems multiple times Support doesn't seem to care |
The only time ActiveCampaign has been able to provide me support is when I have had a basic question about how to use their platform. Less customer service, and more just providing information on how to use the service. If there has ever been an issue, I have no memory of them helping me, it has always just been, in my opinion, horrible trying to get actual help—and the help I need is usually because of problems I feel were induced by ActiveCampaign. So sad.