Infusionsoft Ratings & User Feedback

Infusionsoft is a small business-focused, comprehensive sales and marketing solution which includes basic CRM, e-commerce and Marketing Automation capabilities. Marketing Automation functionality includes email marketing, campaign management, landing pages and analytics. Infusionsoft, which is based in Chandler, Arizona, was founded in 2001 and has raised $71 million in capital, including a recent $54 million financing by investment bank Goldman Sachs. Infusionsoft recently acquired GroSocial, a social media promotions tool, which is offered as a stand-alone or integrated component.

* Reported $39m for 2012 (http://blog.infusionsoft.com/company-news/top-2013-predictions-for-infusionsoft/) and grew customer base 58% 2012-2013. Grew revenue 53% 2011-2012.
** As of December 2013, as shared in TrustRadius interview: 19,000 customers, 350 employees and 12,000 customers in 2012.
*** LinkedIn employees listed
Company status Private
2013 revenue estimate $61m*
Growth 2012-2013 58%*
Customers 19,000**
Employees 478***

Aggregate User Ratings on TrustRadius

Infusionsoft's scores are strong in all areas and exceed the Marketing Automation average, particularly for likelihood to renew, system performance and reliability and customer support.

Source: (28) In-depth end-user reviews of Infusionsoft on TrustRadius
Infusionsoft Marketing Automation Average
Likelihood to recommend 8.7 8.4
Likelihood to renew 9.2 8.3
Product usability 8.3 8.3
Performance and reliability 9.4 8.8
Support rating 9.0 8.3
Training satisfaction 9.2 8.6
Implementation satisfaction 8.9 8.5

Summary of Review Feedback

Source: (28) In-depth end-user reviews of Infusionsoft on TrustRadius
Strengths Areas for Improvement
Email Marketing / Segmentation — Email automation and list segmentation are easy to manage. Learning Curve — Because Infusionsoft is such a broad tool, some users struggle with learning how to use its full capabilities.
Campaign Builder — Drag-and-drop tool allows users to build an end-to-end sales and marketing process. Buggy or unstable software — While system reliability is a strength, software quality control is identified as an issue by some.
Shopping Cart — The shopping cart allows customers to sell products directly from their website and send personalized emails triggered by purchases. Onboarding / Training — Training is rated well overall, but some reviews cited onboarding challenges.

Excerpts from Interview with Rebecca Sprynczynatyk, Senior Director of Communications

Photo of Rebecca Sprynczynatyk, Senior Director of CommunicationsOn market focus: “We are the sales and marketing platform for small businesses. We serve exclusively companies less than 25 employees, and many of our customers are less than five employees. We seek to dominate the 'all-in-one' for small business category.”

On product usage: “Of our customer base, 50% have direct sales capabilities and 50% sell through their website. All customers use contact management and marketing automation (lead capture, scoring, email marketing, and triggers) and 50% use sales automation, with the other 50% using e-commerce.”

On development focus: “We are concentrating on training and a system usability score. A good usability score is 70 and our goal is to achieve 82.5 for every facet of the platform.”