Keap Reviews

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.

The form builder is quite lacking. For small businesses that don't want to have to code, but still have brand-lookingweb forms, you have to do it with HTML. The JavaScript forms are very ugly with limited customization. You can't even remove the field labels, so there's a label outside AND inside the fields.

Lead source tracking is spotty. While a lot of softwares can't do it very well, it's the same here. The Javascript tracking code doesn't seem to pick up website activity very well and doesn't always capture a lead source, which is critical for assessing traffic channels and campaigns. It often requires third party plugins.

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 takes some time to learn but worth the effort.

Spouse name only has one field and does not allow for different surnames.

Customer support could be better

Limitations on data size (files) that can be sent; unfortunately, a user typically does not know that they’ve exceeded the max # of characters until the document is completed.

The e-commerce / order forms

Ease and fluidity of use

Support

Pricing Keeps Increasing

Huge learning curve

Nothing is intuitive

Hard to learn, the platform is not intuitive.

There is not just one way of doing something, there are multiple ways of doing it, and some of them work in only unique applications. The platform buildout is extensive and hard to systemize.

Reporting. This probably has been the biggest area of frustration. You can create some good reports based on custom-saved searches and reports, but I have often found their reports to not be very useful.

Their web forms are easy to use and useful but they need an updated look. They look like they belong in the early 2000s era.

Like almost all software, there is a learning curve to getting used to their system.

Pricier compared to other platforms

Can be complex to handle as campaigns become more developed

Limited by the modular email template builder

Fees to begin. This was a while ago, but we were charged a rather large fee just to begin. It wasn't worth it because at the time we weren't entirely sure what direction we wanted to go in.

Automated campaigns can be complicated if you don't know what you're doing. Support can be helpful, but you will have a few moments where you feel completely lost. The builder is great, it's the process that's the drawback.

Reporting. For a program with a great ability to track, the reporting leaves something to be desired.

Easier API integration experience...

Some of the reporting features are not as extensive as other CRM programs but that is to be expected at this price point.

Contact management functions may not be as powerful as they are in products such as Salesforce.

In some instances, there were problems with file upload support.

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.

Clunky Interface - When we used Infusionsoft there was too much clicking around. For example: If you wanted to update the stage of a lead, and add notes you needed to click into and out of multiple screens.

UI - The user interface was not user-friendly. It wasn't bad (it seemed like an early 2000's style design) but it did not include dynamic features that made it easy to navigate and use.

Infusionsoft can be confusing at first glance and it takes time to become accustomed to all of its capabilities

There is a limited number of custom fields you can add to an individual's profile on Infusionsoft which can lead to difficulty in recording some information

The creation of email campaigns can be challenging if they become too complex, however, there are helpful tutorial videos within the site

The automation builder is very limited. While easy to understand and use, the criteria you can automate is lacking compared to other options in the market. Layering on multiple criteria (Ex: visits X page in the last Y days and has Z job title) can require some complicated decisions trees.

The CRM is very, very rigid. You cannot hide fields or meaningfully adjust the layout. This leads to slow and overly complex user experiences for sales.

Many competitors lack deliverability and general performance. Infusionsoft was an industry pioneer. I give them a lot of credit. But, that also means a lot of their tech is ancient (google: technical debt). No product can be perfect, but I noticed some alarming glitches.

No automatic de-duping

Cannot do SMS without integrations

Cannot sync with other tools based on a phone number

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.

The biggest con for Infusionsoft is its learning curve. It's a robust system, but that comes at the cost of a bad UI, hard to learn automations, and a confusing development process. The backend of Infusionsoft has a lot in it and that often results in trying to find certain options or settings that aren't always where you'd think they'd be.

The development API is poorly documented and just as confusing as the Infusionsoft UI. We built a web application that connected to our Infusionsoft account, but it was a confusing process to setup and also ran pretty slow with next to no options to optimize it.

The new update for email campaign needed be more specific in terms of linking address.

Hard to edit email response when the client click the done link from the email.

If possible the tag that was in the history list could re-tag automatically once it was input.

I have had some glitches with the software where it doesn't record information specifically follow-up dates.

I would like to be able to go back to what I had before without having to re-load my lists.

I wish you could scroll rather than having to load more calls or load more of a history.

I would like to see Infusionsoft's functions being sold a la carte; my business utilizes the marketing and CRM features exhaustively but does not touch the sales and transaction processing features. It would be nice to pay for only what we use.

There is a mobile Infusionsoft application available on phones, but building marketing campaigns is not an option here. It would be nice to be able to build campaigns, even rudimentary, from a cell device.

I adore Infusionsoft but would love for it to be made more affordable.

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.

Infusionsoft can be difficult to learn and it's an additional cost to outsource.

It can get expensive for startups >150K a year.