Reviews (1-25 of 124)
- The support is excellent! Navigating the app and figuring out how to do certain things can be like entering a rabbit hole with no idea where to go at first, but I know that the support team is always there to help me successfully do what I need and want to do. I contact support regularly.
- I very much appreciate that a business the size of mine can use one app to do so many things such as store a contact database, allow for communication and program delivery though both broadcast emails and campaigns, set up and keep track of purchases and receive payment securely, allow program delivery or email series' through the campaigns, and set up affiliate programs. I have used and regularly use all of these features.
- I like the dashboard feature and how it gives me a daily snapshot of my business.
- There was a bit of a learning curve, but creating newsletters and campaigns are fairly straightforward for me now, and they always come out looking and operating professionally as the updated functionality is easy to use and relatively intuitive.
- There are quite a few little bugs that create some tedious issues to sort out (very time consuming at times), but support is very helpful with these issues. One of these things is duplicate contacts messing up all kinds of things from proper integration with Customer Hub to inaccurate/incomplete records.
- I have consistent issues with credit cards not processing properly the first time.
- I am not a big fan of how the affiliate programs need to be set up and managed. It is much too complicated.
- If you enable the PayPal option when taking payment, the product page looks as if PayPal is the only option unless you click "checkout" and the option to pay by credit card shows up. This is VERY confusing for people and I am not sure how many sales I have lost because of it. I have spent a great deal of time on the phone with support (and varying people) and have come to the conclusion that this can t be changed unless I use an order form which I do not want to do for various reasons. I have to put instructions on how to pay by credit card in the description for every single one of my products which is tedious and doesn't always work to inform people.
- I have had massive issues with email deliverability. At least 1000 plus people do not receive my emails every time I send a broadcast with more getting shuffled into spam folders or not being delivered at all after that initial screening. I have cleaned up my list many times, but even after one broadcast after a clean up, my email capability has been cut off and a request sent to me by Keap asks that I cull my lists again. I do not send spam and mail only every week or two to people who opt into my newsletter but still get this. There have been times when I have held an event and get lots of opt-outs or spam complaints afterward from the people who only wanted the free info and completely forget that they asked for the newsletters in the first place. There was also about a month this last fall where there was a flood of fake sign-ups through my opt-in form that used real email addresses but not by the people who used those email addresses. I changed the security on my opt-in form and added capcha to stop this, which it mostly does. This has also happened when I have set up a campaign for students for a particular program and the open rates can be almost 0 as they are reminder emails to come to class as the students don't always need to open them. I have been told that this cannot be fixed. Frankly, I have always had a suspicion that my emails do not reach many of my newsletter recipients, but I have no other ways of fixing that or investigating that aside from the hours of time I have spent working through it with support.
- Analytics for emails.
- Campaign feature has a lot of customizations.
- Email templates make it easy to build something.
- It's not always an intuitive software. You have to figure out where things are in it.
- We can't share the emails as an HTML and link to them on websites. This is one of the major detractors of the software for us.
- Not a TouchNet ready partner so our university won't let us accept payment through InfusionSoft.
- Infusionsoft Interface
- Campaign Builder
- Training and Tutorials, Documentation
- Customer Support
- Working with a very large account, some functions sometimes have long loading times. This is not an issue for other normal accounts.
In my opinion, it has a great price/quality ratio, that is, you get great value for your bucks.
The campaign builder was the main driver for the purchase. That is used minimally. I am no where near using the full functionality of the program.
I recently completed an amazing weeklong training on Keap automation that provided information I need to do more with the program.
- Maintain contact information.
- Automation sequences.
- Customer interaction tracking.
- Helping with the learning curve.
- Adjustments so emails are not marked as spam.
- Improve the look of the product checkout pages.
- A wide array of integrations.
- Customer management.
- Campaign management.
- Tracking opportunities.
- Tracking sales stages.
- The layout of the CRM - users with basic customer account access should have a cleaner easier to follow view vs administrators with robust access.
- I would recommend tying more explainer tasks to campaign options to create better clarity over the purpose of each option to help new administrators - maybe a toggle of guided or not guided campaign creation.
- Follow-up with leads.
- Follow-up with clients.
- Nurturing clients/leads.
- Appointment reminders.
- Contact management.
- Clients with some complex needs for sales management can have difficulty with Keap, but generally most needs can be met after discussions and thoughtful planning.
- Email deliverability can sometimes be an issue, but I've found that proper planning, utilizing best practices and careful list hygiene management takes care of this in most instances.
- For my use, the ecommerce functionality is fine, but I do have clients who need more robust reporting and taxation functionality, which has been improving, but is still an area that needs improvement.
It addresses problems with customer data collection and management, email blasts, website forms, lead tracking, sales pipeline management, automated marketing campaigns, and landing pages.
- The strongest part of Keap/Infusionsoft is the CRM side for contacts and companies. The contact view is very robust, with everything from basic data points to form submissions, campaigns past and present, purchases, tags, web site profile, opportunities, and tons of customization is available with custom fields. Every business needs custom fields for segmentation, lead management, and reporting. It is very robust here.
- The email builder is very simple and quick to use. The drag and drop functionality with built-in templates makes it a breeze to set up any kind of email from a beautiful marketing blast to a simple automated sales follow-up. Tagging from email clicks is also great for triggering other actions or notifications to reps for follow up. Emails are mobile responsive, too, without any extra coding or fiddling.
- This has my favorite campaign builder. Simply pick a goal that triggers actions and then build our sequences with very robust if/then conditional logic. You can build campaigns as simple as an opt-in form with notification or follow-up or a 30-touch account-based marketing campaign all on the same canvas which is so swift and easy to edit.
- The eCommerce area is good for many businesses, but it's too limited for some of our clients with offline businesses, such as a pool manufacturer. Its difficult to create an eCommerce experience that reflects the real options that they need to offer.
It is less appropriate for very small businesses that want to save some money or have a completely online business with funnels, landing pages, a membership site, and want to be able to set all that up quickly and easily.
- Email marketing
- More native integrations so we wouldn't need to use a tool like Zapier.
- More graphic design options + content library organization tools.
- An easier process for checking/merging duplicate clients.
- Detailed click reporting on emails.
- Integrated Statistics/Analytics Dashboard
- Visual Dashboard
- Permissions for Other Users
- Clunky visual automations
- Not as intuitive to use as other automation software
- Steep learning curve due to lack of being intuitive
- Trickle marketing, where we can send emails out to our prospects and through their actions, they can be added into other campaigns which we can follow up with them.
- Tracks our notes and communication with each prospect.
- It tracks the charges that are associated with the prospect or client profile. So we can see how much they have paid for a specific program they are associated with.
- Subscriptions for ongoing monthly payments.
- Moving our clients who have bought a program from us into a searchable field and program that would help us find these individuals easier.
- We use Infusionsoft for the prospecting side of the business and then once the sale is completed they are pushed over to Salesforce. Salesforce allows us to have more campaign and marketing follow through. If there was a way to make it simpler to use only one of these software it would be easier as well as less expensive.
- Sending an email from Infusionsoft is nice, but I have to add my signature every time. It would be nice if it was able to be saved in the system as an option to add.
- Marketing automation. I have not found another software or service that can compare in the complete automation of a marketing campaign. There is nothing I can't do by either utilizing Infusionsoft's built in marketing, or using the API connections to integrate with 3rd parties.
- Infusionsoft's API gives access to nearly every table in Infusionsoft's database that I would ever need to edit, giving me the ability to integrate with nearly any other system.
- E-mail. Although they have an excellent, easy-to-use e-mail builder, inbox deliverability is suspect. Although my messages always arrive, they often arrive in the spam folder if I'm mailing to a large number of people on my list at once. Automated e-mails that are part of a campaign generally make it to the inbox, because they're being sent to only a handful of people who have reached that step of the campaign on that day. But we are forced to use a 3rd party e-mail provider, whose sole service is to send e-mail, to send our large e-mail blasts. Luckily, Infusionsoft's campaign builder makes it easy to integrate with any 3rd party service provider, so we're still able to automate large blasts.
- Size. Infusionsoft is built for small businesses. They're not shy about admitting they focus on small business, sometimes ignoring the needs of medium to large businesses. I find that we may be starting to outgrow Infusionsoft in some areas, which scares me, because I don't think I'll be able to find a comparable solution to meet our needs.
- API Throttling. This goes back to Infusionsoft focusing on small businesses. Infusionsoft has throttling on their API limiting any one business to a bank of 10,000 API calls, which recovers at a rate of 2 API calls per second. This forces developers to program efficiently to minimize API calls, which sometimes requires inefficient coding to pull out as much data as one can in one call instead of making several smaller calls for significantly less data. For example, I may need a list of Contacts and their addresses that purchased a certain product yesterday. *Normally*, I would make a call to the table that stores items ordered and gather the Order Id's that match the product on that date. This may return say 10 orders. That's one API call. Then, I'd go to the order table and make a call for each Order ID to get the Contact Id's. That's 10 more API calls. Then I'd go to the Contacts table and make a call for each Contact ID to get the name and address. That's another 10 API calls, for a total of 21 calls giving me just the minimal data I need. In Infusionsoft world, we need to think differently. *Instead*, I'd make the same initial call to the order items table. Then I'd make a single call to the order table to pull all of the orders that came in on that date, which may be 500+ orders. So only one additional call to the API instead of 10, but I'm receiving much more data than I need. Then I compare that data on my end to the data I already pulled to get my 10 order IDs. I do a single call to the Contact table for all the contacts that were created yesterday, which may be 800+, and maybe 6 of my 10 contact ID's will have been created on that date (because it was their first order), but then I still have to make 4 additional calls for the repeat customers that weren't created on the same date as their order date. So I've brought my API calls down from 21 calls to 6 calls, but I'm now working with 800+ contact records, 500+ order records, and 10 order item records, instead of 10 of each. Some developers have resorted to backing up all the tables they can daily, to a cached database to stay under the API limits, which cannot be increased, even if you're willing to pay more. And then, even with conservative API calling, some business needs will outgrow the limits.
A really helpful resource is Keap's online communities. I'm part of both the Keap user community on Facebook as well as the Keap API community. The online communities help get not only Keap's staff involved, but other users involved in helping you figure out the answers to your questions. The API community is especially useful as it has many other developers who have a lot of experience working with Keap's API and can provide assistance in common and unique issues.
Many helpful webinars are available.
- Customer management.
- Building reports.
- Tracking communication touchpoints.
- Not as robust as other CRMs out there.
- Not as popular in terms of looking up how to do things.
- Less customization than other options.
The most valuable function it provides is the thorough segmentation (through tags) and communication (through campaigns & broadcasts) with prospects and clients. Their campaign manager function is the backbone of their app and can be built out to run countless numbers of automations, all around user behavior that you define.
One client uses it to send out emails throughout the prospect process, as an augment to support their sales team in their follow up since they get too many leads to handle in a timely manner. That added communication builds a lot of trust with prospects and supports the sales team significantly.
- Campaign Builder: This is very robust and they were one of the first (if not the first) app that gave a visual builder with triggers and decision points to direct contacts through based on their activity.
- Tags: This is the key to effective segmentation and filtering of contacts and Infusionsoft's tag categories and application approach is superb.
- Email Builder: They updated this in the past couple years and it was a massive improvement over their legacy email editor. It works great and is a breeze to use.
- Shopping Cart: It's not responsive in design and is super basic. I don't understand why they haven't updated it when selling products is such a key value of the system.
- Landing Pages: These are horrible and you'd be better off using Unbounce for them.
- Custom Fields: They limit you to 100 custom fields across the entire app and any decent marketer will use them up very quickly. This is a limitation of their legacy code base and I don't see them fixing this anytime soon.
- Email Throttling: Their throttling of emails has grown to a ridiculous level. If recipients flag an email as spam, they stop the campaign. I've had numerous clients unable to send broadcasts to paying customers because of this.
It's also great if you just want to use it for the marketing automation function within your organization, letting your sales team use another CRM for their pipeline management, and fulfillment managed through another platform, too.
It can handle an e-commerce company, but you might be better off using something like Shopify and ActiveCampaign together.
It wouldn't be well suited for someone who is a hobbyist or not serious about their business.
- The automation is great for email drip sequences and campaigns, and you can run it over an extended period of time, so it works well for a long promotion.
- The email editor is pretty easy to use (unless you have a lot of design work and HTML coding, then not so much) but it's a really quick process to create and send out a simple email.
- I do love the tagging contacts feature, very useful.
- Data clean up is really easy (duplicates and so on).
- There are bugs throughout the whole system, and the email design editor can be EXTREMELY hard to work with if you're someone who's looking for more than your basic drag-and-drop.
- The fact that the emails aren't mobile responsive/friendly in this day and age is a joke.
- The reporting could use work as well, and I wouldn't make major decisions based on the numbers I get.
- There's no ability to split test in Infusionsoft, which is a big missing component in my opinion.
- It allows you to segment prospects and deliver them different messages.
- It allows us to communicate with first time users differently from existing clients.
- It allows us to identify referral sources and communicate with them.
- It allows us to communicate with "lost users" and draw them back.
- Overall we can run more effective marketing by matching messages to people's behaviors and interests.
- Reporting can use improvement. It's good but not great.
- Shopping cart is good but not great.
- Can't configure sales rep's "opportunity" funnel screens to our business
- It doesn't do quoting or generating estimates very well...ok but not a strong point.
- Online training
- In-person training
overall keap is best for small simple businesses.
Why is Keap forcing user to switch gateway? They make out it's for better user experience and security. The truth is they are getting a kickback from your turnover. At present my with Sage Pay I have no alternative other than to use Nexus as my gateway which will increases my yearly charges by 1% cost which is an extra £5000 pound a year. Keap get the the lion’s share of this extra cosy as a kickback from Nexus. Other gateway providers take an even larger cut of your turnover.
I've been with Infusionsoft/Keap for over 10 years and used SagePay as my gateway.
Things are tough enough with Covid 19. Keap/Infusionsoft do not offer a fair price alternative.
They just want to line their pockets and are not being transparent about their motives for doing this .
QUOTES from Keap:
Keap helps you grow your business, improve customer service & increase sales.
Not sure how to grow your business ? We are here to help . This is the go-to place to find the right resources to grow your business.
On another note, Keap has made changes to its supported merchants. This has significantly increased our costs to process transactions dramatically impacting our bottom line. We have had to look for other solutions and will likely be leaving Keap as soon as we can in order to save costs. As a result of these changes, we have found competitors that will save us more than when we were happily using Keap. So in the end, it's been a good thing for our business but certainly painful.
- Powerful drip campaign.
- Versatile automation for contact management.
- Friendly customer service.
- Good value for money.
- API integration.
- Wholesale block of some valid domains - without notice, suddenly can't send emails to some long-time customers.
- Need the ability to create custom objects.
- Missing the ability to search drilldown fields.
- Can't delete search reports that were created by deactivated accounts.
- great for users who can get into a deep dive of email campaigns
- can build some complicated logic to qualify leads
- love the ability to set timers
- good selection of third party vendors to integrate with other apps such as Google, Office
- if you need to design custom database objects to handle custom products, it's not for you
- if you need an IT team whose willing to work with you to figure out customer security issues- they are a bit of a black box
- Automates communications.
- Allows you to create systems to keep things organized.
- Allows E-Commerce to be part of the automation.
- Landing page builder could be more flexible.
- Ecom order forms could be more flexible.
- Legacy tools could be hidden better.
When situations change, automation can change with it, for example, if you have automated emails going to a contact that ask them to purchase, once the purchase happens, the automation stops those emails and starts the on boarding emails without you having to do a thing. You just set up a notification for yourself.
If you have a lot of complex relationships between contacts, like parent and multiple children that you are trying to track together, but they all need their own record, this gets difficult.
- InfusionSoft will warn you about an increase in bad email addresses, allowing you enough time to clean it up before it affects your business badly.
- Another great aspect is the help provided by agents via the Chat facility, you can chat live with an InfusionSoft assistant to help you with any problems you might have. I find it extremely helpful in times when I am unsure of what to do.
- I also love the community. Going to ICON (the conference that infusionsoft puts on) was one of the best experiences I have had. It was amazing to see thousands of small business owners making things happen and helping each other.
- 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 customization.
- . 2) The platform is about 5 years behind the times. Powerful but the look, usability, and feel are dated.
- Its integration is less ubiquitous than that of SalesForce, but is growing constantly.
- I like the email sequences, it's easy to see what I've set up and what response I'm getting.
- I like the dashboard to see at a glance what's happening.
- I think the technical support for phone help is excellent most of the time.
- The trainings do not match the updated product.
- The tech support kept offering me different answers and it took a month to find the best solution for a payment plan.
- I want to be able to Google something I want to accomplish in Keap and to find the answer right away.
- There are problems with the application that cannot be dealt with through chat. There should be phone support on evenings and weekends..
- Patient info and contact info in one easy location
- Support and training
- Leads and promoter comes through my email
- Easy links for automation
- The headings on my broadcasts need to be BioSport so that customers will see that and open it
This platform might not be appropriate for someone who is looking for a simple database (as storage, for example), as Keap lets you dive pretty deep into the customer's journey.
Keap Scorecard Summary
Feature Scorecard Summary
What is Keap?
- Sales & marketing automation: Emails and other marketing actions are triggered by client action
- Sales Pipeline: Visual dashboard to track the sales process
- Payments and e-commerce: Send invoices clients can pay in one click
- Reporting & analytics: Know what’s working and where to focus time
- Appointments: Clients book time based on the user's availability
- Email marketing: Easy-to-setup email automations and templates
- Mobile app: A dedicated business phone line, SMS & email to stay connected
- Integrations: Connect data with hundreds of apps
Starting Price: $199
- Has featureFree Trial Available?Yes
- Does not have featureFree or Freemium Version Available?No
- Has featurePremium Consulting/Integration Services Available?Yes
- Entry-level set up fee?Required
Pricing starts as low as $79. Get started growing your business and learn more about our pricing and features at https://keap.com/pricing.
Keap Support Options
|Free Version||Paid Version|
|Video Tutorials / Webinar|
Keap Technical Details
|Mobile Application:||Apple iOS, Android|
|Supported Countries:||United States, Canada, United Kingdom, Australia, New Zealand, South Africa, Ireland|