Reviews (1-25 of 112)
- 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.
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.
- 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.
- 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.
- 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.
- 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.
- Infusionsoft is a one stop show for managing your clients from a prospective client through being able to support them along the way as they become your client.
- Infusionsoft automates recurring monthly payments from clients.
- Infusionsoft alows you to keep in contact with prospective and current clients through the ability to automate emails.
- Having everything in one place is good but it is also too cumbersome. Some things such as searching for clients could be simplified.
- Support is helpful but there needs to be more help for clients wanting to use the API functionality. Support agents are not very helpful when it comes to API setup.
- Support is helpful but could be more knowledgeable about the system. Sometimes feels like you know more about it than support.
- Infusionsoft is highly effective for small business growth because it automates many of the processes that would have to be manually repeated with traditional software.
- Infusionsoft will assist you in following up with your leads and customers via a string of automated emails. Email deliverability is excellent compared to other providers.
- You can segment your database in a highly effective manner so that prospects, leads and customers only receive the information that they are looking for.
- If you have companies that are interested in selling your products/services for a commission, Infusionsfot provides a highly organized process for accomplishing this. Your affiliates will be able to track their leads, sales, and the amount of traffic they are sending to your website.
- They provide a simplistic method of creating a shopping cart on your site so you can begin to offer online products/services.
- Lead management is handled efficiently via online reminders, the ability to score leads, the ability for management to monitor and track the lead through the pipeline (i.e. from when it first comes in to when the sale is consummated or there is no sale).
- You have the ability to perform most basic accounting functions within your Infusionsoft account, and the rest can be linked to your account through one of their add-on services.
- The email builder is an absolute disaster and no signs of improvement are on the horizon. Be prepared for numerous bugs if you use it. Although it's a pain I would recommend working with one of their partners who focus solely on email templates. The cost will be worth forgoing the pain you experience in trying to deal with the problems that arise.
The help center is also highly useful when I run into an issue with an update or new offering from Keap.
- Online training
- In-person training
Don't buy into it expecting someone to hold your hand, but they will guide and support you to where you need to go.
- Tagging system is done well
- Visual campaign creating is convenient and works well for people who like to visualise and see the bigger picture
- Email editor is nice
- Editing scheduled emails is not easy and quick
- Form styling could be much better
- Integrations with other tools are glitchy; we always set Zapier back up just in case
- Infusionsoft as a company is always trying to improve the software. They do want to give the best tools to SMEs to help them grow their businesses.
- Once you have a grasp of how the software functions you are able to do a lot with it.
- There is a pretty clean layout and navigation is easy.
- Sometimes there is tinkering done which takes more away than it adds. The best example is the current email builder which has been stripped to bare bones removing much of the customization previously available.
- It seems to me that they don't actually put things into the hands of end users before rolling them out. There is so much workspace stolen by unused tool bars or in the case of the new email builder, no scrolling tool bar at all so if you are writing longer text you need to keep popping back to the top to modify text.
- It drives me crazy that if you move forward, by clicking a contact from a list, or changing to reporting mode in CB, when you go back everything resets to the entry point rather than the point on the page you were previously. I know this is difficult to explain but imagine in CB that you are looking a big campaign, where you need to drag the page over from R to L so you can see the right-hand part of the page. Once you click reporting, you zip back to the left side. Change from today to 30 day and same thing again. It is so frustrating...just stay at the point at the page you are looking at!!!
- I use Keap (formerly Infusionsoft) daily in my Plaza Real Estate business to send Automated emails, 1-off emails as well as follow up phone calls to make and task reminders.
- It also reminds us to send greeting cards, letters, and much more.
- This is an indispensable product.
- When collecting buyer details at an Open House Inspection, for example, we have a Campaign where everyone is followed up by email, text, and voicemail all done automatically.
- There are great add-on products that take care of these for us.
- It works when we sleep not just like Santa Claus, but ALL year-round.
- All client and contact details are kept in one place with scope for as much or as little detail as you need.
- The Phone and Chat Support Team is reliable.
- The automation provides huge time-savings daily as many tasks would not get done if we relied on a manual system.
- It takes some time to learn but worth the effort.
- Spouse name only has one field and does not allow for different surnames.
- Keap (formerly Infusionsoft) works everywhere.
- We add videos embedded in emails as well as links, downloadable documents, keywords or short phrases.
- Ties everything together nicely.
- Keeps all prospect & client info I’m a single platform.
- Tracks and reports not only sales but related commissions as well.
- Target lists.
- Activity planning & tracking
- Lead scoring
- 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.
- Audience Segmentation- Easy to do and to drop into campaigns.
- Tagging contacts- Probably one of the easier ways of doing it compared to other marketing automation platforms.
- 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.
- It is a pretty flexible system because of their tagging system. It allows you to group and segment your contacts very easily.
- Their customer support is amazing! There are few companies whose customer support is as helpful as theirs has been to me. You can send support email tickets, do online chats with representatives, or you can give them a call and talk with a real person. They always do their best to help you.
- They have many different tools that they integrate with, so you're almost guaranteed to be able to do anything you need to. If you can't find the right integration, the API is open for you to be able to use.
- 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.
- Great plug-ins / tie-ins for the Platform
- Extremely easy-to-use UX for template and automation creation
- Great direct and 3rd party support resources available due to the popularity of the platform
- Pricier compared to other platforms
- Can be complex to handle as campaigns become more developed
- Limited by the modular email template builder
Keap Scorecard Summary
Feature Scorecard Summary
What is Keap?
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
|Keap Grow||$64||per month|
|Keap Pro||$120||per month|
|Infusionsoft by Keap||$160||per month|
Pricing starts at $64. Visit our website to start a demo and learn more about our pricing and promotions 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|