- Verified User in Graphic DesignSmall-Business(50 or fewer emp.)
I have run my way through a few email marketing services and CRMs through my own business and through client work. They all have their own little quirks and peccadilloes, so choosing the right one for your business is going to depend on what specific services you need and what frustrates you the least. For me, the visual logic of Keap's Campaign Builder is what won me over. It is the most flexible way to build an email campaign that I've seen, and once you learn it, it's pretty easy to use. (Hot Tip: watch the Monkeypod training videos to learn how to use the features you need. They're easy to understand and Greg is a delight). If you DON'T want to learn it, there are plenty of experts for hire and pre-made campaigns in the marketplace that will probably do for your needs. Sometimes they announce features in development prematurely and then abandon them. One such feature was native Shopify integration, which I was really excited about. I can still connect my shop to my Keap using Zapier, so it's not a problem so much as it is a disappointment. My business has two major arms that are largely unrelated to each other. I have my ecommerce shop, and I have creative services for clients. I need to be able to keep communications to those two segments separate, and I like being able to do that in exactly the way I want it done. Keap allows me the precision and flexibility to keep my clients sorted and organized, and not overlapping. Thank you so much for taking the time to leave a review! I'm glad to hear that our campaign builder is easy for you to use and a great asset for your business. I'm sorry to hear about your frustration with our product announcements. We are continuously working to create a better product for our customers, and while that sometimes means changing course in product updates. However, I will share your feedback on the cohesion of those announcements with the right teams here.
- Eliaquim S.Professor de portugus para estrangeiros
It is a complete platform for everything you need. It has a scheduling feature that does help with the lead capture process. The landing pages are very nice looking, and I love the old email builder. I didn't stay long enough to see the new email builder though, only the Beta. It was tough to set up the whole system at first, but once done I didn't really spend much time on it every day. I could rely on it to work seamlessly. Sometimes it just seems too much. The platform can be overwhelming. If one has no experience with this kind of platform before one needs the training they offer. I was lucky to get the training with my subscription, but I understand most people have to pay for the training to be able to use Keap properly. And it can be costly for small operators like me. You have to make sure that you got your financial numbers right if you want to use Keap. For a small user like me it was good while I was working well, but when business was slow Keap could seem to be overkill. Keap was my "business partner" once I set up all the campaigns it would take care of the lead flow from lead capture, and nurturing, to conversion. I am a one-person operation. And Keap did help me use my time more efficiently. Hi Eliaquim, Thank you so much for taking the time to leave a review. We're glad to hear that Keap was a useful tool for your business that helped you save time. I'm sorry to hear that you found Keap overwhelming to use, but I'm happy that our training was helpful to you. We also have a multitude of events designed to help our customers learn to use Keap, as well as our help center which has many articles geared towards our different features: https://help.keap.com/help.
- Jeff A.President
The Campaign Builder is an amazing tool that allows you to automate the interaction with your prospects and clients to be sure that they are only getting the content that is relevant to them, and personalize it so the whole experience feels organic. Infusionsoft is pretty time intensive to get to master. I'm updating this review, as they have released a new version of Keap since my original review. Keap used to be called Infusionsoft and the Keap Max Classic version is what used to be the original Infusisnoft version. That is my preferred version of the software, as it has all of the power and tools that I like to use to build. The newer Max version of Keap has a newer user interface that is more modern and sleeker, and is probably easier for a new user to adopt, but as a power-user of the software who loves to build 3rd party integrations and use the full power of the software, I find the Max version to be too stripped down for my liking. The use of Infusinosoft has allowed me to completely automate my internal operation (as well as those of my clients), to ensure that nobody "falls through the cracks". Infusionsoft has allowed us to track every step of the client journey and be sure that no step is missed. By doing this, it has provided a better client experience and completely streamlined our operations. I have automated my entire business from lead gen and sales, to my operational processes. Everything I do now is driven by just one or two button clicks. Most people don't have any sort of system to really keep track of their leads or sales, and this provides a great way to do it. Hi Jeff, Thank you for your kind words and for leaving a review. Take care!
- Verified User in Luxury Goods & JewelrySmall-Business(50 or fewer emp.)
The ability to build complex campaigns and the API flexibility is amazing (if you know programming). But that's about it as far as pluses. Oh man... where do I start?? First of all, their shopping cart is HORRENDOUS. If you have a membership product, stay FAR FAR away. In fact, run as fast as you can AWAY from InfusionsIoft. In order to cancel a subscription, there are 3 steps. There online documentation only lists 2 of the 3 steps and their support staff is highly incompetent (more on that later). So if you miss a step because you trusted their step-by-step instructions, you'd either get chargebacks or miss out on subscription payments that were supposed to be rebilled or cancelled but were not. In my case, this cost me at least $3000 in lost sales not to mention the chargebacks that occured because of system issues. Today (Sept 29, 2014) I found one subscription that was still active, never canceled and had all the right settings from FEBRUARY 2014, which was supposed to be billed monthly. However, this customer was never rebilled due to some mysterious Infusionsoft bug. I looked at the order history and guess what? The Infusionsoft system decided to bill the customer on 9/23/14 - 6 MONTHS AFTER the last rebill was supposed to happen. Luckily the customer's card was declined. But just imagine the nightmare that would have been if the payment was successful... refund/chargeback, bad reviews, complaints... And I have hundreds of customers. Am I to review every single file in Infusionsoft's clunky interface to find these bugs? This is just flat out wrong. Now let's get to their highly incompetent tech support staff. When I see an issue like this, my first instinct is to obviously FIX THE SETTINGS (i.e. cancel the subscription so that the customer doesn't get rebilled AGAIN when Infusionsoft feels like it). But --- if you are going to send this to their support, you CANNOT change a single thing. You'd have to leave everything as is or else they cannot help you because they have no way to check on or replicate the issue. Then, you just have to wait and hope and pray that they will get back to you with a solution before the next rebill date (30 days away) - which would be a miracle. I've sent them many support tickets and I learned that you have to document everything single thing with screen shots and videos or they do not believe that you even had the issue to begin with. And on top of that, they have never come back to me with a valid solution. I've either gotten "It's taking longer than usual to resolve this..." and never hear back from them again OR "This is a known bug..." Now, how are you supposed to run your business knowing that the system is just going to randomly fail for no valid reason at all AND nothing is going to be done to fix it?? Their campaign functionality cannot be trusted either. If subsequent actions happen "too fast" (too fast means within 30 MINUTES), then you run the risk of steps in your sequences being skipped and just flat out not running at all. And keep in mind, this happens randomly so you will have no control and you'd have to check everyday for weird bugs that Infusionsoft will never help you fix because the cases are "one off". Last week I emailed Infusionsoft regarding this exact case - no response yet. I've seen this happening in several other campaigns (campaign sequences getting skipped because the previous action happened too quickly), but I've been resigned to just live with all of these "one off" programming exceptions. Oh and "PayPal integration?" Forget about it. If you need to refund a PayPal client, you'll have to do it twice. Once in Infusionsoft and once in PayPal. What about PayPal eChecks that take a few days to clear? Infusionsoft still counts them as VALID sales on the date of the transaction. Good thing PayPal sends email notifications of these things - because if you trusted your Infusionsoft transaction reports, you'd think the sales are paid for when in reality, they're not. Reporting and analytics?? Despite all of the headaches and nightmares I have experienced with failing campaigns, I have to say that reporting is THE WORST feature of Infusionsoft. Example: You have a subscription product and you set the system to attempt to autocharge 4 times, once a day. Each time it fails, Infusionsoft still counts that as part of your gross revenue, even though it is ONE payment from ONE customer and the payment didn't go through. Of course, you can add some tags and filters to the report to get it to show the right numbers... but shouldn't the sales reports show the right numbers without having to go through all these extra steps?? The interface is not intuitive - which is why you have to pay $2000 to hire someone to teach you how to use it (aka "Kick Starter Package"). What they don't tell you is if you have a lot of activity going out in your app, it gets slower and clunkier. So even if you're paying a pretty penny for more contacts and users, it'll still get more and more clunky and even slower. Each month, every sales rep in my organization has to take at least one day off due to this system slowness. If I had known all of the issues that I would have experienced beforehand and how dependent my business would become on such an unreliable system, I would have NEVER EVER considered Infusionsoft. But if you have a small business (no more than a few hundred contacts) and do not sell a subscription product, it might be okay... Their marketing automation is cool when it works properly. But please DO NOT use their shopping cart. In theory, the things that you can do with the system to automate and make your business more efficient is amazing. But in practice, all the bugs and failing campaigns causes a lot of unnecessary stress and loss of customers. It really sucks knowing that Infusionsoft is just not a system that you can trust that the code is good and the campaign/programming will work.
- Scott E.Nutritional Psychology Coach / IT Consultant
There is very little to like about this software. The marketing campaign editor is pretty ingenious, but it is let down by the other parts of the software. There is so much to dislike, I don't think I could cover it all. All the features that we needed were touted to us by a sales rep, and what we got has been nothing short of a nightmare. Alarm bells first went off when their team were migrating data from our old CRM and I had to teach them that the reason the data was messed up after it was imported was because they had used Excel during the process and it had messed with the formatting of the data. I should have backed away then. Email marketing is poorly implemented and results in very poor delivery rates - despite Infusionsoft's insistence to the contrary (they look at delivery to the end server, not delivery to the inbox), the real world results are very different, and complaints about this have been flowing in and frustrations vented on the public forums for years, and nothing has been done. After switching to Mandrill (a 3rd party transactional email service that required software development to integrate with Infusionsoft) delivery rates are considerably better. Our customers are now actually getting their order confirmations and other important notifications they need. This is just the tip of the iceberg in terms of Infusionsoft's inability to properly handle email. Bugs bugs bugs. Over the last couple of years I have found several bugs that have cost us dearly in terms of sales. I have been able to consistently recreate them and provide examples to technical support. Unfortunately their tech support is completely incompetent and NONE of the issues I have reported have ever been resolved, and they just don't get back to me about it. With one issue in particular I was told that "because the issue occurred while testing the feature, and not while using it live, nothing more will be done to resolve it" !!! But I had to test it before I implemented it, and I'm glad I did. Thankfully I'm a developer and have spent countless hours developing software with the API so that we can have the features we need that we were told we would have by sales people at the beginning. But even that doesn't allow us to escape from the incompetence of this company completely. We are located in Australia, Infusionsoft servers are located in the US as far as I'm aware. Rather than organising servers so that clients are grouped by geographical location, they all just seem to be lumped together, so when they perform maintenance or backups or whatever they do in the middle of the night in the US, the performance impact for those of us who are up and working can be severe. Infusionsoft will perform painfully slowly, and API operations will time out. Our business grinds to a halt in the middle of a working day. Not to mention they don't understand that different countries have different timezones, so one has to constantly do calculations to make sure emails are scheduled for the correct time and other timestamps are correct. The only reason we haven't moved to another CRM is because at the moment we just don't have the resources to do so. Don't do it. Save your time, money, and sanity, go somewhere else. Make sure you read reviews of any product you are considering, and get access to a demo to test everything before you buy. There have been no benefits to us moving to Infusionsoft, it hasn't solved problems for us, it has created them.
- Terrence L.Mid-Market(51-1000 emp.)
The Sales Person follow up with you to close the deal. Infusionsoft pays $500 referral fees to affiliates. Sales person misleading and false promises at sales stage. They will drag on and not let you cancel the subscription. If you are a SME Look for other product that requires less or no upfront. Infusionsoft uses your upfront cost to pay the affiliates that bring you in. So they entire business economics is not in favour of you. If you need such a BIG product at the first place. If you are big enough, consider SAP. SAP lives on customer service. This product is not suitable for our business. And we encounter lots of issues cancelling the subscription. Infusionsoft charges $2000 start up cost +$299 per month of service fee. Evan Samurin (the Sales) says if it is not for our company, they will do something to credit the upfront $2000 back to us. After we used it for a month our A/P emailed Evan saying infusionsoft is not for us, Evan says that he will forward the message to customer service. I haven't heard from infusionsoft again, We have followed up with Evan with no reply. Our company credit card is billed month after month, which forced our company to call the credit card and cancel the card. Then someone from Infusionsoft customer service, Blake Ghormley emailed us saying we have unpaid balance. We asked Blake to communicate with Evan and credit us back for the months that I didn't use. Blake Ghormley disappeared again. The problem of this product is, Infusionsoft pays $500 referral fee to the person introduce to them. So a lot of contractors will say that infusionsoft is good. But those contractor may only know how to use 5% of the product, which is similar to other lower cost competitors which pays less referral fees. And when you want to cancel, our experience is - they will skip your emails. I personally would not recommend any company to use their service. - Most companies would not need such a BIG solution. If you are big enough, you may consider SAP. - Their $500 referral fee, and false sales promises is not someone would look for. - Don't worry about cancelling with them, they skip these emails.
- Katrin L.Computer Software
Overall, Keap is an excellent CRM platform for small businesses. It is incredibly user-friendly and automates mundane tasks, making it easy to manage customer relationships. The lack of customization options and advanced analytics tools can be a downside for some, but for most small businesses, Keap is an excellent platform that is well worth the price.
- Anonymous ReviewerComputer Networking
Una experiencia genial y agradable gracias a las opiniones que brida el software
- Mike E.Marketing and Advertising
Overall a great experience.
- Trever G.Construction
I signed up for Keap because it was going to be easier to use for our companies automation. However, before I even finished the free coaching sessions I realized the product was not going to be able to integrate with our CRM House call pro. So I cancelled. Well I was billed for that first month $239 and told the cancelation fee would be $299. Paying for something I couldn't use already had a bad taste in my mouth, the cancellation fee added to that and made the taste worse. I figured since I never even used the product that a more than fair compromise would be to just charge me an additional $60 and I'd have paid the $299 cancellation fee for backing out but not pay for a month of service. No no no they NEED every single penny they can get, I'd recommend staying away.
- parag m.Health, Wellness and Fitness
Keap messed up all my enquiry forms( without authority) while migrating from Hubspot causing a big loss of business. No one answers, no support as I paid 1 yr beforehand. Emails offering discounts for 3 month without fixing the problems they made. No response and support when I wanted to do it at my cost in Australia. Kept giving COVID reasons for staff shortage.No training offered as no one answers emails and calls get transferred in a constant queue. Its a painful 4 months. Utterly unprofessional and unethical.I have lost thousands of dollars of business ruined from running the back end of my website. Please be very careful signing up......
- Anthony G.Nonprofit Organization Management
- Kitty KalmanClient Relationship Director
I was looking for software that wasn't overpriced, helps with an almost all-in-one platform and saves time and money for our clients and me. My husband is a CRM developer, so he has some deep knowledge and experience with other CRM systems. This was his final decision to use Infusionsoft. Infusionsoft is the most client friendly company we found from the many options on the market. And well, the pricing is perfect for us also. We didn't want to sign up for a free platform where from you can't move that simply when you want more of their solutions. So we chose the biggest product of Infusionsoft and since then we use it every day.
Perfect for small and mid-size businesses. Not good for low-income businesses and those giant corporates. Usually, the big ones need specifically developed software. Infusionsoft can solve a wide range of problems to any small or mid-size companies. Or even on a corporate level, if there's a sales or marketing team, they could use it well also. But this is its limitation probably. But this is the niche also where it works well, as our goal is to Help Small Businesses Succeed. :)
Campaign building is my favourite so far if I look at the app itself. Amazing feature, with great, straight forward solutions. I can build a campaign considering many scenarios and it will run automatically when it's triggered. I love it! Infusionsoft has many other amazing features, but the great thing is that they improve it consistently. Not just hey, here is your software, enjoy. But they listen and care about their users and partners on a level I've never experienced before at any other company. And they do make improvements according to the feedback we give to them. So you have a word how the software will change when you become part of the Infusionsoft user family. Infusionsoft support! It's just wow! They are available 24/7! If they are not available in a specific time they will let you know ahead of time and it's because of the team is having a training or a meeting. I experienced it once in a year only. I'm not seeking their help all the time also. :D They give you screencast videos if it's easier to explain the solution that way. They give you answers. And if it's one of the rare cases, when you happen to find a bug problem, then they will take care of it and will keep you updated about it. Simply the best service ever! I love the way we can tag and segment our contacts. Based on their behaviour we can add a heat level also. So you know who are the hot leads. Sales team gets a lot with sales pipeline setup. All follow-ups can be fixed with this software.
Good question and hard to answer it, as I wrote it before, they listen to us and improve not just yearly, but monthly. And everything is updated in the system. We don't have to buy the new upgraded version. But if I had to choose one, is the language of the software is limited at the moment to English. That causes some issues to non-English speaking clients, but they do solve these matters also somehow. I'm not experienced in that particularly yet. They will solve many of the language barriers soon. :)
- Andrea SamadiCreator of AchieveIT360.com SUPERSITE for Young Entrepreneurs
I just referred my Realtor, to Infusionsoft. He was looking at it, and asked what I liked and didn't like about it. I sent him links to the online training videos that would help him to get started, explained how the online chats work and told him that a visit to the Chandler, Corporate Office is a must. If you want to see for yourself, ask 5 other Infusionsoft users what they are doing with this product and how it's helped them, and then get started. Don't even hesitate. Use the video training to help you to get started, the online chat for immediate questions, and the phone line if you prefer speaking to someone. Finally, you must tap into a local user group to continue to learn and grow your business with tips and tricks from others in the group in addition to those teaching the group. Your learning and results are up to you.
Hot Leads Campaign in the Marketplace allows me to see WHO is engaging with my campaigns so I can step in and call them for a personal touch to find out what they are looking for. Online Training and Support has allowed me to master the set up and launch of my application. The User Groups keeps me tapped into "What's New" so that I can continue to learn and improve my reach to my customers and prospects. A staff that really cares. My coach has stayed in touch with me, sent me books to keep me motivated and encouraged me to drop into the Infusionsoft HQ where I saw a whole new perspective about the story behind Infusionsoft.
Each year, the product improves on it's ease of use. There is still a learning curve, and it is steep (in my opinion-as a former teacher with no computer background) but I think it is important for users to jump in, and learn what is needed so that they understand the basics behind their application. This means spending some nights watching videos to understand how to set up your campaigns, ECOMMERCE or Affiliate Center. But everyone I know who is using the product, uses the online trainings, and finds a local user group to help them to become an expert. Your goal as a new user should be to set up your application so that you are utilizing each step of the Lifestyle Marketing Plan (Attract Traffic, Capture Leads, Nurture Prospects, Convert Sales, Deliver & Satisfy, Upsell Customers, and Get Referrals). You can always branch out from this point and other features and partners. Then when you are here, you should pay it forward and help someone new to understand the basics by explaining what it took for you to get started. Before you know it, you will be an expert, and will have prepared yourself for the future of this online economy. When I started to use Infusionsoft, just a year ago, I knew nothing about code, SEO or opt-in pages. Now I would say I am proficient in all of these areas, with a focus now on driving traffic to my site to increase sales and spread the word of my programs and services in a way that I could have never done, without this system. I am thankful that a 21 year old internet marketer insisted that I use this service.
- Mallory CaldwellChief Operating Officer
I would advise any colleague looking at Infusionsoft to go for it, especially if they're looking for an automated marketing system that integrates ecommerce. I would tell them to attend Infusionsoft's annual conference, Infusioncon, for some great ideas on how best to use the software. Also be sure to check out the Infusionsoft Marketplace for companion services that will give you great ideas and help you build an awesome automated business. Infusionsoft gives you the power of 10 employees in one excellent piece of software, you just have to learn how to apply it effectively.
Automated Email Marketing - Infusionsoft makes it easy for you to tag your contacts based on any factor you can dream of (products purchased, particular links clicked, how you met, etc.) and send them emails that are relevant to them. It's easy to create very in-depth follow-up sequences so you can stay in contact and top of mind with all of the people in your database. Ecommerce - Infusionsoft is one of the only companies (ideal for small businesses) that combines a CRM database with automated marketing and easy ecommerce. You can set up a shopping cart environment if you have many products, or just create order forms for stand-alone products. All of this seamlessly links in with your contact list and automated marketing setup, so you can easily send emails advertising new products that may go well with what someone has already purchased. Opportunity Tracking - This is great if you have a small sales force and are assigning various leads to them. Infusionsoft makes it easy for you to see who is working on what opportunity and how far along they have gotten in the sales process. Even if you are only tracking your own opportunity statuses, it's easy to keep track of your notes and then schedule automated follow up emails based on your last contact.
Missing Pieces - There are many things that Infusionsoft does well, but every once in a while you'll think of something you'd like to do and realize that it's not built into the software. For instance, after a customer buys a product you might want to display a different "thank you" page according to their personal details, but unless you know how to code and can work with the API, you are going to have a difficult time doing that. However, usually when you find holes in capability like that, there is a plug-in from a third party that you can purchase. It's not ideal but it does get you the end result you want. Chat Help - Partly due to the dramatic growth of Infusionsoft's customer base, the online chat help feature has suffered. There can be extremely long waits and many times the person answering your question is not very knowledgeable/creative with solutions. If you need help when using Infusionsoft, it's best to call instead of using the online chat, particularly if your problem needs some creative thinking.
- Clifford JonesCEO
The others are not trying to be all things to all people. The others don't pretend their solution is the end-all-be-all to save small business owners. They are not all in one and don't pretend to be, regardless of the price points, from lower to higher. We used Infusionsoft because I, as the owner of the company, was willing to invest hundreds of hours learning and using the system. Plus, I paid out thousands of dollars over the first several years for others to help me integrate it with our marketing campaigns because I am not a programmer and never will be. I enjoy doing this kind of work on top of the coaching and advising I do for a living. Then I made automation and content marketing a natural extension of my business. It complimented by business model, until recently, when we found a better solution that does not try to be all things to all people and save the world.
Never buy software in a seminar or trust a friend or "trusted adviser" who tells you how awesome this software is. Hire an objective business, sales, and marketing adviser who you pay to give you advise on what is best for you, much like anything else that costs a lot of money, time and is essential to the success of your business. Their sales people have one objective which is to sell you their software. It is a sales focused culture. Good sales and marketing strategy is CRITICAL BEFORE you invest in any solution like this. Do your homework. The single biggest mistake we see is lack of clarity on strategy, or really lousy strategy going into this and other systems like it.
It's all in one which is good and bad. Keep us organized when the entire team commits to using it consistently. Helped us manage new, inbound leads we generated, even though setting up lead scoring was a pain in the butt. We set up our "products" which we sell as services and integrated with Auth.net and our merchant account. Created internal notifications for new leads, tasks, etc. We build campaigns using the campaign builder, by far the best element of the solution. Enabled us to set up pretty solid campaigns and track results even though report features are not so strong.
It's all in one so every element of the solution is compromised. It's has bugs and they really need to hone in on development. Their sales practices are very direct. Never buy any software in a seminar and expect it to be a well though out decision. Do your research before you buy this solution. It get's expensive fast, even when they promote their red light specials. Too many pay walls in lieu of native integrations. The best practice is to make sure whomever implements you into this software has vast sales, marketing, and tech experience to ensure your success. Cookie cutter solutions don't work. It's foolish to think most if any real business owners will ever learn to run a software application like this. If you're good at making paper clips or envelopes and selling them by the billion then stick to that and plan to hire a professional and pay them at least $175 - $250 per hour. Otherwise you'll likely get a tech person pretending to be a business adviser. All software like this is only as good as the strategy, content and work flow you put into it. Garbage in, garbage out.
- Verified User
For SMBs, here's what I'd rank higher than Infusionsoft For CRM: Salesforce, AgileCRM, Zoho For Marketing Automation: Marketo, Eloqua, Pardot - Hey, even MailChimp has a lot of campaign features now, with Mandrill for transactional email...
I've worked with Eloqua, Marketo, Pardot, MailChimp, AgileCRM, Salesforce... you name it. This is hands-down the most complicated user experience I've seen.Not only is the terminology in the application (and during discussion) not industry-standard, it's just confusing. I've heard that business that use Infusionsoft spend a lot of money on freelancers and consultants to manage Infusionsoft for them. I can see why. With so many alternatives out there, this is just not an SMB friendly tool and I'm glad it's not something my clients are on. We took a chance and we were very disappointed.
Standard MAP features like dynamic content are missing. Without these features, there are other simpler and more inexpensive MAPs and ESPs that you can use that would meet the feature set of Infusionsoft. Better implementation or turn-key process. I found the engagements extremely frustrating. At the onset, I asked the salesperson if they had package to get me up and running ASAP - and minimize the time I needed to be involved in it. He sold me additional implementation hours (3x normal) to accommodate customization. This seemed foreign to our implementation manager. After delivering workflows, providing requirements on the programs we wanted, and discussing these on our call, his first response was "Oh, you can do that yourself. When you're done, we can schedule another call." Lack of integrity. On our second attempt (a restart), the implementation manager shared his screen while he created our program. It took about 3 minutes as he spoke with me and he copied it 6 times. Then, he filled out the SOW on the call. The time he reported working on the account was 10 hours (although he said he was done and that the ball was in my court before he could do anything more). Poor customer experience. Throughout my experience, I expressed frustration that Infusionsoft was not meeting my needs. Getting a business up and running is hard enough. Infusionsoft was a killer. $7500, non-refundable, paid upfront for services and a system that even then agreed "wasn't a fit" because they couldn't accommodate my requirements without programs and updates getting really messy. The services were never completed. The system was never used. So I asked for a refund. After researching the calls and agreeing that 1) it wasn't a fit and 2) I was very frustrated in every experience I had with Infusionsoft, they reiterated that they don't provide refunds. They did ask what I thought might be a fair amount to which I offered, bill me for any time spent and refund the services that weren't spent and the entire license fee since it was never implemented. (That request was unreasonable from their perspective.) Generally, this company is not SMB friendly. I should have read the real reviews before purchasing.
- Tara NeedhamOwner, Independent Contractor
I have used smaller, older products in the past but I really can't compare them since it's been quite a few years and the technology has changed so drastically.
I think cost is a factor for many small businesses and Infusionsoft may be on the expensive side. Infusionsoft has a proficient CRM, but its email broadcast service leaves a lot to be desired. There are workarounds and glitches. I've been told specifically by support staff that it's something they're aware of but we just need to "put up with it" and use the workaround to make it function.
Infusionsoft has the capability of storing a lot of information on clients - from the usual information like address, phone numbers and email addresses, to extra information like websites, special notes, and sales records. You can integrate your payment system with Infusionsoft, making storage of sensitive information like credit card numbers something you don't have to worry about since Infusionsoft already has security measures in place. Infusionsoft is always working to improve their program and supplies regular updates.
While regular updates are a good thing, Infusionsoft will make changes that don't seem to work for many of its users. I have seen several of these changes that needed to be reversed after they released them and then were bombarded with feedback from daily users saying the change was impeding their company's efficiency. Change can be a good thing, but too much change just causes chaos. Infusionsoft does allow for customization of certain areas in the program, but there needs to be more customization allowed so companies can set things up the way they work best for them and their staff. For example, on the General tab, there is name, address, phone, email, etc...but some pertinent info is on a different tab -- like a person's spouse name or nickname. Flipping back and forth between tabs is inefficient. When you call a person and his spouse answers but you don't know her name because you can't flip to the other tab quickly enough, it's embarrassing. Same if the guy's name is Bartholomew but he prefers to go by John...his legal/billing name is in the General information. If you can't or don't flip to the tab with his nickname, you won't know to call him John. They have been improving their search function, but in general, I find Infusionsoft's search to be sluggish. If I accidentally put in the wrong information, I still need to wait for it to run before I can search for the correct information. We were used to having a "merge records" option when doing a less-detailed search from the Dashboard, but with their latest release, they have removed that function. Now we need to do the more detailed search if we find duplicate records on the less-detailed search. This wastes time.
- Chase D.Orthodontist
Providing consistency over the 1-2 year period our customers work with us. Better handling of leads, turning them in to better conversions Automating mundane tasks like letters, cards, packages, etc. Generating referrals in a consistent trackable manner. Warming leads more effectively Combining online and offline interactions Notifications of important milestones in the sales and fulfillment process
Customizability is my favorite part of Infusionsoft. It is very powerful to be able to have it do exactly what you have dreamed up. It seems pretty simplistic at first, but when you get into it, you start to realize that the possibilities are endless of what you can accomplish and do with it. For me the CRM and Campaign builder are doing automated tasks for me that would take our team hours to accomplish, and catching our sales and fulfillment process at critical time points to make sure our patient experience is the best it can be. I really love and use campaign builder . . . a lot. You can make campaigns do whatever you want AND make them start to perform based on the interaction that your customers have with the campaigns. That is very powerful and one of the big differentiators IS has from other software I have found. I've used IS for about 4 years now and I'm building new things every week to help reduce the tasks I do and my employees do. I also love the community. Going to ICON (the conference that infusionsoft puts on) was one of the best experiences I have had as a business owner. It was amazing to see thousands of small business owners making things happen and helping each other. Infusionsoft really does live by its tag line "We help Small Businesses Succeed."
There is work involved. I'm not really trying to be facetious. So many times we want a silver bullet that makes everything as easy as wasting 6 hours on your friends facebook feeds. In life in general, it's not easy to customize anything, but when it is finally tailored right to what your business needs, it is very powerful. Infusionsoft isn't a few clicks here and there and over with, but if it were, it wouldn't be the powerful machine it is. So you have to be willing to invest in harnessing it to your wagon and making it work for you. That investment can potentially involve you or your staff learning how to use it, and/or hiring third party companies who help you get it doing what you want it to do. As long as you go into it knowing that there is tremendous benefit from both of these investments, your business will be influenced for the better. Infusionsoft has a lot of things that are cookie cutter easy, but I think of it more like a cookie cutter maker than some software that does one or two things well and leaves businesses lacking in functionality or customizability. Learning the skills I have gained in Infusionsoft have totally transformed the way I think about marketing to my patients and everyone around me.
- Matt L.Founder
The biggest problems Infusionsoft has solved for me has been easily tracking and managing all new leads coming into my business, as well as giving me an easy way to stay in touch with and market to everyone on my email list. It's also allowed me to build out nurture systems to automatically send out emails and communications to new leads who haven't quite made the decision to book with me. The best part is all of this is working for me 24/7 behind the scenes without any work on my part now, so it allows me to focus my time on growing my business and working with my clients.
Infusionsoft has been invaluable for the growth of my business. As a one man show currently running a cash based physical therapy practice, the biggest struggle I had prior to Infusionsoft was organizing and tracking all of my new leads, and implementing an easily trackable and repeated follow-up system. With Infusionsoft, I'm now able to tag and track every single lead that inquires about my services from the initial touch point all the way up to becoming a paying client. It's taken the stress out of managing new leads and follow-ups and has given me the freedom to focus on my clients. Not only that, but I've also been able to create campaigns that target patients after they're done working with me in addition to easily sending out broadcast emails weekly, which allows me to easily stay in touch with all the people that I've worked with. This helps me to stay top of mind so that when something does pop-up, or a friend of theirs has a need, I'm the first person they think of. In short. Infusionsoft has been invaluable for the growth of my business and I'd highly recommend it to any small business who is serious about growing.
The only con to speak of would be the learning curve. Luckily, I had some professional training to start my Infusionsoft experience, otherwise learning the ins and outs of the system would have been a little overwhelming. That said, it's completely worth investing the time to learn because once you've learned the system, it makes the day to day operations of running your business SO much easier.
- Vincent Po B.Managing Director & Global Chief Marketing & Technology Officer
Product is fine, but management, support and client service leaves a lot to be desired.
The product itself is very useful and good. While there are no "perfect" automation apps on the market that fulfill all our requirements, IS did a relatively good job of it. They've been pushing lots of regular updates which is good, but doesn't make up for what I'll describe in the Cons section.
Many other automation apps have built-in features that are very useful, but Infusionsoft requires a LOT of 3rd party apps (which adds on a lot of costs for a small business) to do a lot of things other apps have out of the box. As mentioned, I understand no app on the market is 100% perfect and the other apps have their own deficiencies. The worst part of Infusionsoft is not the product itself (the product is relatively good) but it's the entire management and customer support that is problematic. Often times, chat support (while friendly & quick), is not very familiar with the IS product. Often times, it's the we the customers who know more than they do. Finally, as mentioned, we were with IS for 10yrs and then they decided to raise our price by 400% giving us only 30 days notice via email (and a poorly written one). This has caused a furor amongst long-time clients & resulted in a large exodus of long-time clients. Apparently the new management didn't really care, despite many of thus believed we were grand-fathered into our original plans. All in all, many of us felt it was poorly handled by management and that's why we left them after ten years, despite the pain of migrating to a new platform. They are trying to expand globally but IS is still not really setup to work internationally. We were probably one of the first companies in Asia to use them and they completely ignored our feedback or even show any interest us when we attended a live seminar with them.
- Verified Reviewer
It has been over 2 years since we switch to InfusionSoft from other marketing automation tool and CRM system, and it has been the most positive experience. The team and management could not be more happy with the transition. From the sales process to the on-boarding, InfusionSoft people were polite, professional, and for sure helped us up our game when it comes to sales and automation - ACROSS THE BOARD!
Besides offering the best customer and technical support team I have ever dealt with, InfusionSoft allows it's users to grow in skills and develop expertise in the software, which in turn, reduces the need to hire an external consultant and keeps the knowledge in house. This is very much invaluable as we continue to grow our team over time. With InfusionSoft we were also able to stream processes such as email marketing, sales pipeline, CRM and customization of our customer email marketing program. The Campaign Builder is unquestionably the best feature InfusionSoft offers, with dozens of internal tools and functionality to utilize. My favorite trick is the Campaign Links, allowing you to change the links used in internal emails of the campaign as URLs change - so you don't have to worry about going to each email and change the URL manually. This saves hours of man time and allows your team to focus on strategy and implementation.
We had some bumps on the road, and continue to experience some difficulties with InfusionSoft. In my opinion, the system was not originally developed for B2B companies and this is why opportunity (=each sale coming through the system) and contact records are linked in an odd and inefficient way. We approached the company with this issue, and were told they are working on a way to fix it. However, as we improved our knowledge and skills with the software, we were able to find a work-around to solve this issue.
- David R.Asesor poltico
Without losing this idea at any time, Infusionsoft has launched a marketing and sales automation software with everything needed to get more customers, increase sales and save time. All this focused on small business sectors
Focus on small businesses and businesses: This is a strong point of this platform because it safeguards the interests and tries to cover the needs of a sector, that of small businesses and businesses, generally something forgotten by the tools and Marketing services. Sales-centric: Everything related to this platform is directly related to the increase of sales: interface, Web page, demos, help systems. With the added value that, according to the experience of many of its users who claim to have increased their volume of business, achieves its objectives with solvency. Remarkable system of automation and integration of services: its functionalities in this area are more than enough for the type of company that the program is aimed at. Therefore, we can talk about a practical tool and perfectly aligned with your objectives and customer profile.
Roaming: As it is aimed at small businesses, it is fully aware that these, being limited in resources and personnel, cannot devote many hours to attracting clients. The price: Although the monthly quotas are acceptable, the initial amount to be paid is quite high, taking into account that there is no trial version (only a demo). You can check the prices of the tool in the price page of your website. Reporting: This functionality is quite loose, especially with regard to the generation of marching details of campaigns and sales trends. Poor web analytics: This is another aspect that should be improved, since the data offered are scarce and unreliable when determining conversion rates.
- Brad K.CRM Analyst/Consultant
Infusionsoft is a solid choice for a small business without ambitions to scale rapidly (i.e. think accounting firm, not tech startup).
As a CRM Analyst/Consultant, most of my projects are helping companies administrated and implemented different types of CRMS and marketing software. So I have the chance to research and test a multitude of CRM's and Marketing Software for the past several years and Infusionsoft is one of my favorites. I have helped two small companies(around 20-30 employees)implement this product from start to finish. I have very impressed on how robust and strong this CRM really is. With this software, you can create a software stack with different add-ons which can accomplish almost anything. There are programs that help with scheduling, membership sites, integration with Facebook audiences, text messaging and countless others. Infusionsoft has an API that is easy to use and integrate with other systems you may be using. For the price, I would say this is an all in one CRM tool. Another great feature that Infusionsoft offers is the ability to create mobile-responsive landing pages and pairing this automation with a CRM with robust capability for sales follow-up is what creates the value and you also get the ability to generate e-commerce and tracking reports. I would definitely recommend this product.
Infusionsoft only includes the basic Lead Generation reports. If you want to generate the true ROI reports it will require you to purchase add-ons, such as Wicked Reports. I would say that these reports are critical for understanding where your leads are generated and how to refine your marketing.