HoneyBook is a comprehensive client management platform that helps small businesses streamline their operations. It combines the functionality of a CRM with invoicing, contract management, scheduling, and more into one easy-to-use package.

The CRM platform is designed to handle the full client lifecycle, from initial contact through project completion and payment. You can manage all client communication, share files and proposals, get contracts signed, send invoices, and collect payments without leaving HoneyBook.

Where this CRM really shines is its powerful automation features. You can set up customized workflows to automatically move projects forward, send reminders, and follow up with clients. This allows small teams to operate efficiently and stay on top of all their client relationships.

HoneyBook CRM core capabilities

HoneyBook is an accounting tool with a basic CRM, designed to enhance business operations for small businesses and solo entrepreneurs. It offers essential CRM functions like contact management, an intuitive sales pipeline, and automated workflows to reduce manual tasks.

HoneyBook also offers user-friendly contact forms, which effortlessly capture lead information and create new contacts and projects in your pipeline. Plus, it provides tools for important administrative tasks such as invoicing, contracts, and scheduling.

Its interactive smart files let you combine actions like service selection, contracts, and invoicing for a smooth client experience. Automated payment reminders help ensure timely payments. You can create professional invoices, set custom payment plans, and collect payments online through credit card or bank transfer—all within HoneyBook.

Legally vetted contract templates are customizable with project details, pricing, and e-signature options. Scheduling is managed through a personalized client portal that syncs with your Google or iCloud calendar, preventing double-bookings. All client communications are organized within the relevant project for easy reference.

While not as advanced as specialized solutions, HoneyBook offers basic tools for tracking performance insights. You can monitor key metrics like conversion rates, project value, and payment status. However, I hope that future updates will enhance the reporting functionality with more CRM-specific KPIs.

But, HoneyBook focuses primarily on client projects. It lacks traditional CRM features such as lead scoring, opportunity tracking, territory management, or sales forecasting. However, for service-based businesses, HoneyBook's workflow is ideal for managing client engagements from start to finish.

I’m also impressed by HoneyBook's mobile apps for iOS and Android, which provide full functionality for working on the go. You can send invoices, receive payments, and manage projects from anywhere. Desktop users will benefit from Gmail and Calendly integrations.

How easy is HoneyBook CRM to use?

HoneyBook provides an intuitive and user-friendly interface that makes it easy to get up and running quickly, even for those without prior experience using a CRM. The clean, modern design is simple to navigate, with features logically organized in the left sidebar and settings accessible from the top menu.

To help new users get started, HoneyBook offers a helpful 30-minute Quick Start onboarding session that covers the key areas to focus on for setting up your account. There are also on-demand video courses available with over 50 step-by-step lessons.

I really like how the drag-and-drop pipeline tool makes it a breeze to customize your sales stages and client flow. You can easily create custom contact fields, email templates, questionnaires and contracts to streamline your processes. The visual pipeline view provides a great snapshot of where each lead/client is at.

HoneyBook also provides strong accessibility options, including a high contrast mode and the ability to navigate most of the interface using just a keyboard. The forms and client portal are mobile-responsive and look great on smaller screens.

While the breadth of features may seem overwhelming at first, most users report feeling comfortable with the core functionality after just a few hours of exploring and watching tutorials. The average time to get fully up and running seems to be around 2-4 weeks, factoring in time to thoughtfully configure your account, import data, and test your workflows.

Overall, HoneyBook is one of the most user-friendly CRM options I've come across for small businesses and freelancers. The modern design, strong customization options, and well-produced help resources make it accessible to a wide range of tech comfort levels. While it may take a few weeks to fully optimize your account, the core features can be learned in a matter of days, enabling you to start seeing the benefits quickly.

HoneyBook CRM integrations

When it comes to integrations, HoneyBook offers a solid set of capabilities that allow it to connect with the other tools small businesses rely on.

The CRM provides several pre-built integrations out of the box, including ones for QuickBooks accounting, Gmail for email, Calendly for scheduling, Facebook, and the popular automation platform Zapier. These native integrations make it easy to sync data and automate workflows between HoneyBook and these key external systems.

For custom integrations, HoneyBook also provides a full-fledged API. Developers can use the API to build integrations that allow reading and writing data between HoneyBook and virtually any other application. The company provides comprehensive API documentation and code samples to help with the integration process.

In testing out some of HoneyBook's built-in integrations, I found the data syncing between apps to be fast and reliable overall. Connecting a new app is also a straightforward process from the integrations settings page.

One potential downside is that, while HoneyBook offers a Zapier integration, it does not appear to directly integrate with some other popular iPaaS (Integration Platform as a Service) vendors like Make. However, Zapier alone enables support for thousands of integrations.

HoneyBook also provides some nice features to make managing integrations easier for non-technical users. The ability to retrieve your API key and manage 3rd-party app connections from the integrations dashboard is convenient.

Overall, HoneyBook covers the bases well in terms of supporting integrations. The combination of key direct app integrations, Zapier support, and a full API provides ample options for connecting data and workflows with external tools. While a few more iPaaS integrations would be nice to see, HoneyBook still offers solid capabilities for most small business integration needs.

How good is HoneyBook CRM support?

When it comes to customer support, HoneyBook has received mixed reviews.

The company offers live chat and email support channels, but does not provide phone support, which some customers find frustrating. Response times can vary, with some users reporting prompt and helpful replies while others have experienced delays of hours or even days to hear back, especially on weekends.

On the plus side, many users praise the friendliness and attentiveness of HoneyBook's support team when they are able to connect. The live chat tends to be the quickest way to get answers. I also found out that HoneyBook provides a fairly robust library of self-service resources, including a searchable knowledge base, tutorials, and webinars to help users troubleshoot issues on their own.

However, the quality and consistency of live support seem to be hit or miss. In my research, I came across a number of complaints about "pass-the-buck" responses and difficulty getting timely help with urgent problems. One reviewer even called it the "worst customer experience ever." Yet others rave about how HoneyBook's excellent support has made their lives easier.

Overall, HoneyBook appears to be working to provide solid customer service, with a capable and caring support staff. But the lack of live phone support and inconsistent response times are definite drawbacks compared to some other CRMs. The company could improve by expanding real-time support options and ensuring more reliable follow-up.

For many satisfied HoneyBook users, the support is good enough, and the product's benefits outweigh any frustrations. But if reliable and always-available customer service is a top priority for your business, it's worth carefully evaluating the support limitations before committing to the platform.

HoneyBook CRM pricing and plans

HoneyBook offers three main pricing plans to fit the needs and budget of different types of businesses. The Starter plan at $16 per month, billed annually, provides the core CRM features like unlimited clients and projects, invoicing, contracts, and a client portal. This is a great entry-level option for solopreneurs just getting started with a CRM system.

For growing businesses that need more advanced features, the Essentials plan at $32 per month (billed annually) adds a lot of valuable capabilities. Automated workflows, scheduling, QuickBooks integration, and support for up to 2 team members can really streamline operations. Plus you can remove HoneyBook branding and access more robust reporting.

Larger teams will appreciate the Premium plan at $66 per month annually. It supports unlimited team members for collaboration and includes priority support, the ability to manage multiple company accounts, an onboarding specialist, and advanced reporting features.

You can start with a 7-day free trial to test out if the platform is a good fit before committing. While this is still less than the industry standard, having a free trial at all is a welcome feature that new users will appreciate.

Across all plans, you'll pay less on a monthly basis by choosing annual billing, which effectively gets you two months free compared to the month-to-month prices. Keep in mind the listed prices don't include applicable sales tax. But overall, HoneyBook's pricing is very competitive and transparent, without a lot of confusing add-ons or upcharges that some other vendors tack on.

My take is that HoneyBook provides a lot of value for the cost, especially for small businesses and self-employed professionals looking for an intuitive all-in-one system to manage their clients and business. While it may lack some of the deeper customization of pricier CRMs, the thoughtful feature set and interface you get for the price make it a compelling option in my book.

HoneyBook CRM review: Final verdict

After thoroughly evaluating HoneyBook, I've found it to be an excellent all-in-one CRM solution for small service-based businesses, freelancers, and independent professionals. The platform shines in its ability to streamline the entire client lifecycle, from initial contact to invoicing and payment.

HoneyBook's intuitive interface and robust feature set make it accessible to entrepreneurs and small teams without extensive technical expertise. The visual sales pipeline, customizable contact forms, and automated workflows allow users to efficiently manage and track all of their projects and client communication in one centralized hub.

I'm particularly impressed with HoneyBook's seamless integration of invoicing, contracts, and scheduling tools alongside traditional CRM functionality. The ability to handle essential administrative tasks like securing signatures and collecting payments without leaving the platform is a major benefit for busy small business owners and freelancers.

While larger enterprises with complex sales cycles may require more advanced CRM capabilities, HoneyBook is perfectly suited for small service providers looking for an affordable, user-friendly system to nurture leads and manage client engagements from start to finish.

Launched in 2013, Agile CRM is a comprehensive platform built for small and medium-sized businesses. By combining sales, marketing, and customer service into one integrated system, it aims to simplify operations and boost efficiency across various business processes.

When I first looked at Agile CRM, I was struck by its affordability and the range of features it offers. The CRM platform provides a free plan that supports up to 10 users, which is more generous than many of its competitors in the small business space.

However, as I dug deeper into Agile CRM's capabilities, I found that its user interface and overall user experience could be seriously improved. While the platform offers a lot of features, it's not always easy to find what you need, and the experience can feel a bit clunky compared to established CRMs.

Agile CRM core capabilities

Agile CRM offers a complete set of core capabilities that cover the essential functions of customer relationship management. I found the contact profiles to be quite detailed, allowing me to store and organize a wealth of information about customers and prospects. 360-degree contact views provide a holistic picture of each relationship, including communication history, deals, tasks, and more.

When you're managing leads, Agile CRM includes a lead scoring feature that automatically rates contacts based on their interactions and attributes, helping prioritize follow-ups. I appreciate the ability to create custom deal milestones and stages to match my specific sales process. The visual pipeline view makes it easy to drag and drop deals between stages and get a quick overview of the sales funnel.

I can easily see the value and probability of deals in each stage, which aids in forecasting. The system also allows for multiple pipelines to be created, which is useful for managing different products or sales processes.

Sales forecasting is adequate but not exceptional. Agile CRM's system provides basic revenue projections based on deal values and probabilities. However, I found the forecasting tools to be somewhat limited in the way they handle recurring revenue and deal probability. For small businesses with straightforward forecasting needs, it should suffice, but larger organizations may find it lacking.

Reporting in Agile CRM shows both strengths and weaknesses. The platform offers a good selection of pre-built reports covering sales, marketing, and service metrics. I also appreciate the ability to create custom reports and dashboards to track specific KPIs. However, the depth of data analysis and visualization options falls short of what some competitors offer.

Agile CRM's mobile app, available for both iOS and Android, provides a seamless experience for managing contacts, deals, and tasks on the go. I found the app to be responsive and well-designed, offering most of the core functionality of the desktop version. The ability to access and update CRM data from anywhere is very useful for field sales and remote work.

Unlike some CRM systems that treat marketing as an afterthought, Agile CRM offers robust tools for email marketing, landing page creation, and campaign management. I was impressed by the drag-and-drop campaign builder, which allows for the creation of multi-step marketing workflows. The system includes ticketing, knowledge base, and customer feedback tools, allowing businesses to manage customer support directly within the CRM.

But perhaps most interestingly, Agile CRM offers gamification features to motivate sales teams. While not a core CRM function, I found this to be an interesting addition that can help drive engagement and performance among sales reps. The system allows for the creation of contests and leaderboards based on various sales metrics.

How easy is Agile CRM to use?

Agile CRM balances functionality and simplicity, mainly targeting small businesses. I found the dashboard clean, intuitive, and minimalistic — which avoids overwhelming new users. There's a prominent left-side menu for quick access to contacts, deals, and marketing, pretty standard for a CRM.

A drag-and-drop interface makes navigation even easier. It's particularly impactful when using the marketing automation module, where creating multi-step workflows is made significantly easier through visual campaign builders.

But the learning curve for Agile CRM can vary depending on your familiarity with CRMs. There are lots of customization options, so you can tailor the interface to your specific needs. This includes the ability to create custom fields, modify layouts, and set up personalized dashboards with custom KPIs. But while these options enhance flexibility, they can also add complexity for users who are less technically inclined.

For accessibility, Agile CRM supports keyboard navigation and has readable font sizes. But, I didn't find any mentions of screen reader compatibility or advanced accessibility options in the documentation.

Onboarding and training resources are available, though they may not be as comprehensive as those offered by some larger providers. Agile CRM provides a knowledge base, video tutorials, and webinars to help users get started. However, I also found that the depth of these learning resources varies from one topic to another.

I like how Agile CRM aids in the learning process with context-sensitive help. As users navigate through different sections of the software, relevant help articles and tips are often displayed, providing guidance at the point of need. This can reduce the time spent searching for information, accelerating adoption.

Despite the positives, however, many users have reported that certain aspects of the software feel clunky or dated compared to more modern CRMs. Agile's attempt to pack a wide range of features into a single platform sometimes results in a less polished user experience.

Agile CRM integrations

Agile CRM offers solid integration capabilities, allowing users to connect the platform with a wide array of third-party applications and services. There are three ways you can do this: using pre-built connectors for various applications, through an iPaaS vendor like Zapier or Make, or by building custom integrations using the API.

Agile offers direct connections to popular business tools across various categories, including email services like Gmail and Office 365, social media platforms such as Twitter and LinkedIn, and ecommerce solutions like Shopify and WooCommerce. These are quick to set up and easy to modify.

Agile CRM integrates with web tracking and form integration tools, which is great for improving customer engagement. You can also plug into various telephony services, including Twilio and RingCentral.

For users requiring connections beyond the native integrations, Agile CRM provides support for multiple iPaaS vendors. Through Zapier, users can connect Agile CRM to over 1,000 more SaaS applications, enabling complex automation workflows across multiple platforms. Support is also available for Make (Integromat) and Webhooks.

Agile CRM also offers an open API, which provides developers the ability to create custom integrations to extend the platform's functionality. API documentation appears comprehensive, allowing for deep integration with external systems and powerful custom widgets within the interface.

During my testing, I found that data syncing with third-party platforms was mostly reliable. Agile CRM supports real-time and scheduled syncing options for most integrations, allowing users to choose the most appropriate method for their needs.

But while Agile CRM's integration features are generally strong, I did notice some limitations. The depth of integration can vary significantly between different connected apps. Some integrations offer solid two-way synchronization, while others may be more limited in scope.

How good is Agile CRM support?

Agile CRM provides a varied approach to customer support, combining live assistance with self-service options. Email support is clearly the main live support channel. Plus, there's a strong self-service resource ecosystem to help new users get acclimated to the CRM.

Email support system is fairly responsive, although response times can differ. In my research, I found that most users claim to receive initial replies within 24 hours, which is acceptable but not outstanding in the industry. More complex issues often take longer to resolve, sometimes requiring several days of communication.

Phone support is also available, even if not easily accessible. Usual support hours are 09:00 am to 05:00 pm EST, with additional scheduling options also available. But the real problem is the availability of agents, which can make it difficult to get urgent assistance.

Agile CRM makes up for limited live support options with a strong self-service ecosystem. The knowledge base is comprehensive and well-organized, covering topics from basic setup to advanced features. Articles are generally clear, often enhanced with screenshots or step-by-step guides.

In addition to the knowledge base, Agile CRM provides video tutorials and webinars. These resources are especially helpful for users who prefer interactive learning. The tutorials cover various platform aspects, from initial setup to advanced features, offering a solid foundation for new users and a reference for experienced ones.

A community forum enables users to engage with each other, share experiences, and offer solutions to common problems. While evaluating Agile CRM, I observed active participation from both users and staff on the forum, which seems to serve as a feedback channel and a support resource.

User testimonials about support quality are mixed. Some users commend the helpfulness and patience of support staff, especially for complex issues. However, other testimonials indicate inconsistencies in support quality, with some users frustrated by response times or the depth of assistance.

Agile CRM pricing and plans

Agile CRM employs a tiered subscription-based pricing model, offering four distinct plans to cater to businesses of varying sizes and needs. The pricing structure is designed to scale with the growth of a company, starting with a free plan and progressing through increasingly feature-rich paid tiers.

At the entry-level, Agile provides a Free plan that supports up to 10 users and 1,000 contacts. This plan includes basic CRM features such as contact management, deal tracking, and limited marketing automation capabilities. While the free tier is generous compared to many competitors, I found that it primarily serves as an extended trial, allowing users to get a feel for the system before committing to a paid plan.

The Starter plan, priced at $8.99 a user per month, marks the beginning of the paid offerings. It increases the contact limit to 10,000 and introduces additional features like two-way email integration, custom deal milestones, and social monitoring. This plan provides good value for small businesses looking to expand their CRM capabilities beyond basic contact management.

Moving up the ladder, the Regular plan is priced at $29.99 per user per month with annual billing. This tier supports up to 50,000 contacts and includes more advanced features such as marketing automation, custom deal tracks, and mobile marketing. The plan seems to strike a balance between functionality and cost, making it suitable for growing small to medium-sized businesses.

At the top end, the Enterprise plan is offered at $47.99 per user per month with annual billing. This plan provides unlimited contacts and access to the full suite of Agile CRM features, including call recording, custom reporting, and role-based access control. While the Enterprise plan is the most expensive, it offers the most comprehensive set of tools for businesses with complex CRM needs.

There’s a significant discount offered for annual billing across all paid plans. The savings range from 33% to 40% compared to monthly billing, which could be a substantial incentive for businesses to commit to longer-term subscriptions. Agile CRM also offers volume discounts for businesses requiring a large number of user licenses, though the exact terms of these discounts are not publicly disclosed.

As for trials, Agile CRM provides a 14-day free trial of their paid plans, allowing users to test the full feature set before making a purchase decision. This trial period, combined with the free plan, gives potential customers ample opportunity to evaluate the system's fit for their business needs.

Agile CRM review: Final verdict

Agile CRM’s key strengths are its affordability and scalability. Its pricing model is designed to attract businesses at various stages of growth, with a generous free plan and competitive paid tiers. It’s also very feature-rich, with interesting additions like sales gamification and multi-step automation.

However, Agile has a dated interface that’s in serious need of an uplift. While the advanced features are nice to have, the clunkiness involved in their execution makes them less loved by most users. Still, it’s easy enough to use, with some accessibility features thrown in for good measure. I’d have loved to see more live support options, though, especially given the outdated nature of the UX.

Overall, I recommend Agile CRM for small to medium-sized businesses looking for an affordable CRM with a ton of features. It’s not the most intuitive, but it's still easy enough to use. With the amount of training resources available, user adoption shouldn’t be a major issue.

ACT! CRM, launched in 1987, is one of the oldest names in customer relationship management. It offers tools for small and medium businesses to manage customers, sales, and marketing. Interestingly, ACT! provides cloud and on-premises options, catering to both productivity- and security-focused businesses.

In my review, I found ACT! CRM to be a lot more than just a CRM platform. Like a few other small business platforms, it includes features for automating sales, marketing, and customer service. It also gives a complete view of customer interactions, helping businesses track data, manage sales, and run targeted campaigns.

Flexibility is a key advantage of ACT!. The platform allows rigorous customization to fit specific business needs. Its adaptability, along with its solid reputation, makes this a top choice for small and medium-sized businesses.

ACT! CRM core capabilities

ACT! CRM has a long-standing reputation as a leading contact management tool. Its records are very detailed, allowing users to store information like notes, documents, and interaction history in one place.

Lead management is strong, helping users track potential sales from initial contact to closure. The customizable sales process allows businesses to align stages with their unique sales methods, benefiting companies with specific workflows. A visual sales pipeline view helps users project revenue, adjust strategies, and prioritize efforts. Contextually-relevant metrics provide quick insights into pipeline health, aiding sales managers in making informed decisions.

For sales forecasting, ACT! has solid functionality, though it may lack the depth of some enterprise CRMs. Users can create forecasts based on opportunity data, closure probability, and historical performance. This suffices for most small to medium businesses, though more complex needs may find it limiting.

Reporting has improved significantly. ACT! Insight offers interactive dashboards for individual, team, and business performance metrics. The range of over 50 pre-configured reports covers sales, marketing, and business health KPIs. Users can also create custom reports, providing deeper data insights.

ACT! also offers a companion app for iOS and Android. The app provides access to key contact details, activities, and some dashboard metrics on the go. While it lacks full desktop functionality, it covers essential needs for field sales and remote work.

Beyond the usual CRM features, ACT! offers tools for creating and managing email marketing campaigns, including a template editor and response tracking. Useful for small businesses looking to streamline operations.

Custom tables also allow users to manage industry-specific data alongside standard CRM information. ACT! also syncs with popular platforms like Microsoft Outlook, Google products, and social media channels like LinkedIn and Facebook, creating a seamless workflow.

But while ACT! has a solid core, some users may find the interface less modern compared to newer CRM solutions. Its software has evolved from its contact management roots, but some legacy aspects remain. Still, it's a good platform with strong customization features that could serve niche and security-focused small businesses well.

How easy is ACT! CRM to use?

When it comes to ease of use, ACT! CRM offers a mixed experience. Its interface is functional but feels somewhat outdated compared to modern CRMs. When I first logged in, I had to slowly adjust to the information-dense layout, which can be overwhelming for new users.

A dashboard displays various widgets with crucial information like daily tasks, open opportunities, and sales pipelines. Navigation is handled through a left sidebar that lists all CRM features, providing quick access to different modules.

However, the top menu adds to the interface's overall complexity. It took me around 30-60 minutes to become comfortable with the layout and navigation, which aligns with feedback from other users about the software's learning curve.

ACT! offers robust customization options, allowing users to tailor the software to their specific business needs. Its flexibility is a significant advantage for businesses with unique workflows. However, making these customizations isn't always intuitive and requires technical know-how.

Accessibility features are present but not particularly advanced. ACT! offers basic screen reader compatibility and keyboard navigation but lacks sophisticated accessibility options found in newer CRMs.

On the positive side, ACT! provides comprehensive onboarding and training resources. It includes helpful tutorial videos, a knowledge base, and webinars to assist new users in getting up to speed. The "Welcome Links" on the dashboard, which provide quick access to uploading, importing, and learning about the CRM, was a nice touch.

Available for both iOS and Android devices, the mobile app offers a more streamlined and user-friendly interface compared to the desktop version. I found adding new opportunities or contacts to be much more intuitive on the mobile app, even if it's more limited in functionality.

Overall, ACT! CRM’s ease of use is hampered by an outdated interface and a sometimes overwhelming amount of information. For businesses willing to invest the time in training and setup, however, it can be a powerful tool.

ACT! CRM integrations

ACT! CRM offers a powerful set of integration capabilities, balancing between pre-built integrations and the flexibility to create custom ones.

The ACT! Marketplace serves as the central hub for the integrations, offering a wide array of pre-built connectors categorized by function, such as sales and marketing, business productivity, social media, ecommerce, back office, and customer service.

I particularly appreciated the seamless integration with Microsoft Office suite, including Outlook, which allows for effortless synchronization of emails, contacts, and calendar events. For users of Google Workspace, ACT! also offers solid integrations with Gmail, Google Calendar, and Google Contacts.

ACT! also support Zapier, a no-code automation platform that lets you build custom integrations without technical knowledge. This opens up lots of possibilities for connecting ACT! with hundreds of other web applications. During my testing, I was able to create several Zaps (automated workflows) that connected ACT! with tools like Slack for notifications and Trello for project management.

For more advanced users and developers, ACT! provides a comprehensive API. API documentation is well-structured and easily accessible through the ACT! developer portal. It follows REST principles and uses JSON for data exchange, making it relatively easy for developers to create custom integrations or extend the functionality of ACT!.

ACT! also offers a feature called Web API, which allows for more direct integration with web-based applications. This can be particularly useful for businesses with custom web applications or those looking to embed ACT! functionality into their existing web platforms. While powerful, I found that leveraging the Web API requires more technical expertise compared to using pre-built integrations or Zapier.

In terms of data syncing performance, ACT! generally performs well. During my tests, most integrations maintained near real-time synchronization with minimal latency. However, I did notice occasional delays with some third-party integrations, particularly during peak usage times.

How good is ACT! CRM support?

ACT! CRM provides a multi-faceted approach to customer support, offering users various channels to seek assistance. During my evaluation, I found that the quality and accessibility of support resources were generally good, although there were some areas where improvements could be made.

Phone support is available during standard business hours. Response times are reasonable with an average wait time of about 5-10 minutes. Support representatives are knowledgeable about the product. However, it's worth noting that phone support is only available to customers on higher-tier plans, which may be a drawback for smaller businesses.

All users have access to email support. Simple queries are typically answered within 24 hours, while more complex issues sometimes took up to two days for a response. The quality of the email responses is generally good, with clear explanations and step-by-step instructions.

Something that ACT! falls short in is the lack of live chat support. Many users prefer the immediacy of chat for quick questions or troubleshooting, especially when most competitors offer robust chat support options.

ACT! makes up for this somewhat with its extensive self-service resources. Its knowledge base is comprehensive and well-organized, covering a wide range of topics from basic setup to advanced features. I found the search function to be particularly useful, quickly surfacing relevant articles based on keywords. It also includes a good selection of video tutorials.

ACT! CRM's community forum is another valuable resource for users. It's active and well-moderated, with both company staff and experienced users contributing to discussions. ACT! also offers regular webinars and training sessions, which serve as both educational resources and indirect support channels.

In terms of resolution times for support tickets, my experience and research suggests that the company performs adequately but not exceptionally. Simple issues are often resolved within 1-2 business days, but more complex problems can take longer, sometimes up to a week.

User testimonials regarding ACT!'s support quality are mixed. Many users praise the knowledge and helpfulness of the support staff, particularly for phone support. However, some users express frustration with longer wait times for email support and the occasional need to escalate issues to get them resolved.

ACT! CRM pricing and plans

ACT! CRM offers a straightforward pricing structure with two main plans: ACT! Premium Cloud and ACT! Premium Desktop. There’s also a third plan that brings together the best of both worlds into a single costlier subscription.

The ACT! Premium Cloud plan is priced at $30 per user per month when billed annually. This cloud-based option provides the core CRM functionality along with basic marketing automation features. It offers good value for small to medium-sized businesses that need a comprehensive CRM solution without the hassle of on-premises deployment.

For those who prefer an on-premises solution, ACT! offers the Premium Desktop plan at $37.50 per user per month, billed annually. This higher price point reflects the additional costs associated with self-hosting and maintenance. It provides more control over data and customization, which could be beneficial for businesses with specific security or compliance requirements.

A third plan, ACT! Premium Cloud w/ Desktop Sync, offers a hybrid deployment option for modern businesses who prefer to have an additional layer of security. It lets you create an on-premise backup of your cloud CRM, ensuring redundancy in case of an attack or breach.

ACT!'s pricing includes basic marketing automation features in both plans, providing additional value for smaller businesses. But for more advanced marketing capabilities, ACT! offers additional Marketing Automation plans. These range from $79 to $399 per user per month, billed annually. While these plans significantly increase the overall cost, they provide sophisticated features like advanced campaign management and lead scoring.

ACT! also offers several add-ons that can impact the final pricing. These include enhanced support ($10 per user per month), custom tables ($10 per user per month), additional cloud storage ($5 per month), and SMS messaging capabilities ($19 per month).

A potential drawback I noticed is the lack of a free plan. Many competing CRM solutions offer a basic free tier, which can be beneficial for very small businesses or for those wanting to test the system extensively before committing. ACT! does provide a 14-day free trial, which is sufficient for a basic evaluation of the software, but it may not be enough time for a thorough assessment in a real business environment.

ACT! CRM review: Final verdict

ACT! is a feature-rich incumbent that has successfully adapted to the changing CRM landscape over its long history. Its comprehensive contact management, powerful sales tools, and integrated marketing features make it a compelling choice for small to medium-sized businesses looking for an all-in-one CRM.

The software's strength lies in its flexibility, offering both cloud-based and on-premises deployment options. This, combined with extensive customization capabilities, allows businesses to tailor the platform to their specific needs. However, the somewhat dated interface and steeper learning curve may be deterrents for those seeking a more modern, instantly intuitive solution.

While ACT! may not be the fastest-growing or most innovative CRM on the market, it's well-suited for companies with complex contact management needs or those looking to integrate their sales and marketing efforts within a single platform. It's also a great choice for businesses in regulated industries with complex data security needs.