Overview
What is Keap?
Keap is a small business-focused, comprehensive sales and marketing platform which combines basic contact management, CRM, marketing automation, and e-commerce capabilities into a single, subscription-based SaaS product.
Keap - reliable campaign automation.
Keap Has Become a Dinosaur among ESP Marketing Platforms
Keap Pro
More Pros Than Cons: Real World Keap Pro.
Great tool, a little too complex and pricey
Super powerful as long as you can handle learning superpowers
Highly Recommend Keap!
The Best All in One CRM and Automation Mailing for SMB. Period.
Getting better at it all the time - Keap
Keap Handles The Busy Work So That We Can Focus On What Really Matters; People
Keap, the CRM keaping you in business!
Grow your business, save time and get organised
We use Keap in 3 businesses, because it’s the best CRM & automation tool on the market
KEAP is a Game Changer for Entrepreneurs Saving Time with Easy Automation!
KEAPING it all together with KEAP!
- Cou…
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- List management (147)8.383%
- Lead nurturing automation (146)8.383%
- Email deliverability reporting (149)7.575%
- Standard reports (144)6.161%
Reviewer Pros & Cons
Video Reviews
1 video
Pricing
Pro
$199.00
Max
$289.00
Max Classic
Contact Us
Entry-level set up fee?
- Setup fee optional
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $199 per month
Features
CRM Project Management
This component of CRM software helps users initiate, plan, collaborate on, execute, track, and close projects.
- 8.5Task management(20) Ratings
This includes the ability to plan, track, collaborate and report on tasks.
- 7.5Billing and invoicing management(16) Ratings
This includes automated invoice creation and billing.
- 6.8Reporting(27) Ratings
Software provides a broad range of standard and the ability to build custom reports.
- 6.4Automated CRM activity logging(1) Ratings
Logs information related to contacts, events, and calls.
- 9.1Sales pipeline management(1) Ratings
Sales funnel automation with triggered actions at different stages, pipeline visualization, and performance tracking for revenue forecasting, conversions, duration, etc.
Email & Online Marketing
Using software to manage lists, send emails, automate email campaigns, and track results.
- 8.8WYSIWYG email editor(50) Ratings
Users can create html emails through a drag-and-drop interface, without html coding knowledge.
- 8.6Dynamic content(47) Ratings
Users can tailor email, website or landing page content depending on the viewer or recipient (e.g., email salutations that include the recipient’s name).
- 6.5Landing pages(134) Ratings
Users can create web pages that are customized to a particular email or campaign. Landing pages often include web forms which can capture visitor information and integrate it back into the MA software.
- 6.3A/B testing(10) Ratings
Users can experiment with different variations of a campaign and measure results. Testable aspects might include subject lines, header images, or landing page copy.
- 7.1Mobile optimization(124) Ratings
Users can easily optimize emails and landing pages for mobile devices.
- 7.5Email deliverability reporting(149) Ratings
The software helps ensure inbox delivery of email campaigns, through features such as deliverability tests, opt-in management, bounce handling, suppression lists, dedicated IP addresses, and delivery monitoring.
- 8.3List management(147) Ratings
This involves creating, filtering, editing, merging and de-duping lists of contacts.
- 9Triggered drip sequences(49) Ratings
The software allows users to set up automatic / drip email campaigns triggered by certain events.
Lead Management
The process of tracking and managing prospective customers from lead generation to conversion.
- 8.3Lead nurturing automation(146) Ratings
Users can set up targeted drip email campaigns based on time intervals or prospect behavior, to automate the lead nurturing process and move them further down the sales funnel.
- 7Lead scoring and grading(128) Ratings
Users can set up the software to automatically rate leads based on calculations such as buying signals, such as form submissions, or page views, and automatically qualify leads based on demographic factors.
- 7.1Data quality management(129) Ratings
The software helps store, manage, and organize data around each lead, and avoid data problems such as duplicate contacts or non-standard formats.
- 8.4Automated sales alerts and tasks(138) Ratings
The software helps ensure that a sales person is notified of lead activity and can act on the information in a timely fashion.
- 9.1Automated follow-ups(1) Ratings
Email or text follow-up messages are automatically sent in response to buying signals from potential customers. Contacts may be segmented and tagged for auto-replies with personalized messaging.
Campaign Management
Users can schedule campaigns and/or events with reminders, announcements, etc.
- 8.4Calendaring(88) Ratings
The software helps users maintain a calendar of all marketing activities.
Reporting & Analytics
Users can report on and analyze usage, performance, ROI, and/or other metrics of success.
- 7.1Dashboards(55) Ratings
Users can create, customize and share dashboards, which provide an overview of the most important metrics.
- 6.1Standard reports(144) Ratings
The software offers pre-built reports with metrics standard to the category.
- 6.5Custom reports(136) Ratings
Users can create custom reports.
Platform & Infrastructure
Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.
- 6.6API(126) Ratings
An API (application programming interface) provides a standard programming interface for connecting third-party systems to the software for data creation, access, updating and/or deletion.
- 7.3Role-based workflow & approvals(108) Ratings
Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.
- 6.9Customizability(138) Ratings
Users can customize their instance with features like custom fields and custom objects.
- 7.3Third-party software integrations(1) Ratings
Integration functionality with third-party or in-house systems.
- 5.5Mobile app for sales & marketing automation(1) Ratings
Refers to the functionality of mobile apps and their compatibility with different mobile devices.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
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: Invoices for 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: Email automations and templates
- Mobile app: A dedicated business phone line, SMS & email to stay connected
- Integrations: Connect data with hundreds of apps
Keap Features
Email & Online Marketing Features
- Supported: Landing pages
- Supported: Mobile optimization
- Supported: Email deliverability reporting
- Supported: List management
Lead Management Features
- Supported: Lead nurturing automation
- Supported: Lead scoring and grading
- Supported: Data quality management
- Supported: Automated sales alerts and tasks
Campaign Management Features
- Supported: Calendaring
Reporting & Analytics Features
- Supported: Standard reports
- Supported: Custom reports
Platform & Infrastructure Features
- Supported: API
- Supported: Role-based workflow & approvals
- Supported: Customizability
Keap Screenshots
Keap Videos
Keap Competitors
Keap Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | Apple iOS, Android |
Supported Countries | United States, Canada, United Kingdom, Australia, New Zealand, South Africa, Ireland |
Supported Languages | English |
Keap Downloadables
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(378)Community Insights
- Business Problems Solved
Users have found Infusionsoft to be a valuable tool for automating marketing campaigns and managing potential leads. It allows them to track the status of leads and differentiate between good and bad leads, streamlining the lead management process. One real estate business in Philadelphia has utilized Infusionsoft to organize tasks, coordinate with clients, and send campaign emails. This has provided them with updated client profiles and customization tools, enhancing their overall efficiency. A marketing officer has also used Infusionsoft to build and integrate campaigns with Clickfunnels, exploring features like decision diamonds to enhance engagement and fully utilize the software's potential for lead capture, nurturing, closing business, and managing upsells. Overall, Infusionsoft serves as a comprehensive solution for managing customer relationships, marketing automation, sales tracking, and e-commerce. Users appreciate its ability to handle a large number of clients and referral partners, improve newsletter creation, and provide essential tools for sales, accounting, store management, marketing, and communication. By centralizing lead information and automating client engagement journeys, Infusionsoft has simplified life for users by enabling effective segmentation and ensuring no leads are overlooked. It has been leveraged by small companies to reach out to prospects and clients efficiently, acting as a silent sales partner that enhances cost efficiency in the sales system. The software offers flexibility in handling various communication channels like emails, faxes, internal communications, and voicemails while providing integrated marketing software capabilities. Additionally, Infusionsoft has enabled significant business growth by facilitating communication with B2B networks and supporting marketing efforts such as advertising, online sales quoting, invoicing, and customer tracking. Whether it's automating email marketing campaigns or creating e-courses that complement non-fiction books using CustomerHub integration, Infusionsoft has proven to be an effective tool for businesses across various industries.
Attribute Ratings
- 9Likelihood to Renew40 ratings
- 9.1Availability6 ratings
- 9.1Performance6 ratings
- 5.2Usability25 ratings
- 9Support Rating26 ratings
- 8.6Online Training7 ratings
- 9.1In-Person Training6 ratings
- 8Implementation Rating8 ratings
- 2Configurability1 rating
- 9.1Product Scalability3 ratings
- 1Ease of integration1 rating
- 1Vendor pre-sale1 rating
- 6Vendor post-sale1 rating
- 5.4Keap Customization22 ratings
Reviews
(1-25 of 27)- Highly customizable - fields in contact records can be created and integrated with many different tools
- Automation - this takes a learning curve to do really well but is very powerful if you know how to use it. Well beyond cheaper email campaign solutions
- Reports (mostly) - There are probably hundreds of reporting options in different parts of Keap, and the most useful ones can be highly customized with all custom fields, saved, and used on a recurring basis. Some reports I wish had more capabilities like their main ones, but for the most part it works very well.
- Integrations
- Detailed logic building in campaigns can be somewhat challenging for new users. After 5 years I don't feel limited by this but when it's time to train new team members they're prone to mistakes for quite a while.
- Some reports lack the ability to combine with custom fields/other search parameters which requires some work arounds like tagging the results of one report to open in a different report and narrow down.
- Change history on company records, contact records, subscriptions etc is difficult to see. This doesn't come up often but sometimes we need to see who changed a setting or subscription and can't find that right within Keap
Highly Recommend Keap!
- Automation
- Organized use of CRM
- Campaings
- For beginners, it is a barrier to entry
- The price is much higher than most CRMs
- Duplicates are hard to manager after you've already marked them as non duplicates
Best bang for your buck!
- Custom Reports
- Integrations with 3rd party applications
- Referral Commission Tracking
- Customer Journey Communications
- Payment Processing
- Access opportunity data at the campaign level
- Note organization
- The ability to enter a form directly into a webpage thus eliminating the need for additional WordPress plugins.
- Built-in order form and shopping cart functionality including payment processing.
- Easy-to-use task management allows us to trigger different automation depending on the completion goal of the task.
- There are 2 different mail builders as they upgrade the system which can be a bit challenging but the builder in the newest version is extremely easy to use.
- The landing page builder is not quite as robust as some 3rd party landing page builders but improvements and feature enhancements are added regularly and have made it very easy to use.
Keap can be a game changer for small business
- Follow-up with leads.
- Follow-up with clients.
- Nurturing clients/leads.
- Appointment reminders.
- Contact management.
- Tracking monthly & annual sales.
- Occasionally, 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 inbox placement 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 nearly all 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 additional attention.
If it's Keap, Keep it.
- Third Party Integrations.
- Sales Automation.
- Customer management.
- Ecommerce
- SMS
Not getting Keap is probably a mistake
We duplicated several of the database tables with the API and maintained a local copy that is synced with the Keap database. If our servers ever go down or are hacked, we can restore the information from the Keap database. We have done a lot of API integration, which is quite easy to do with Keap. If the software doesn't do exactly what you need it to do, there are 3rd party solutions for MANY things...or you can code it yourself with the API.
- Automation
- API integration
- Sending email broadcasts and tracking results
- Create a default password for new contact records. This is a pet peeve.
- Let users use their own SMTP server for email deliverability
Our app uses over 600 tags. We segregate people and use tags to control access to member's area content and to control actions associated with member subscriptions and products.
To Keap or not to Keap that is the question.
- Building complex funnels
- Keeping in contact
- Visibility
- Cost
- Ease of deployment
- Getting on whitelist for Email delivery
Sales and marketing automation that delivers true freedom from the chaos of small business
- Sales pipeline and lead tracking.
- Email nurturing with automated email marketing campaigns and manual broadcasting.
- Integrating with other third-party tools to create a customised systems ecosystem.
- Landing page builders could benefit from being able to handle more customisable sales funnels for businesses keen to implement digital marketing campaigns.
- Some appointment features such as appointment date and time could be better stored in a custom field to trigger automation based on field timers.
- Automated customer journeys.
- Centralizing the business into a source of truth.
- Getting paid and collecting money.
- Social media functionalities.
- Better text messaging automation.
- Expense management.
- Visual drag ‘n drop campaign builder makes it easy to build out workflows
- 24/7 chat support and 12/5 phone support is fantastic
- Sharing proven campaigns between accounts is a huge time-saver
- Creating multi-media, multi-step sales and marketing automation workflows is easy and powerful
- Combining so many tools—affiliate marketing, marketing automation, sales automation, email marketing, multi-media marketing—into one tool at this price point is taken for granted
- The landing page builder is functional, but is quite lacking
- The email builder is solid, but it would be nice to be able to embed images inline and wrap the text
- Reporting is powerful, but not intuitive
- Reporting needs more visuals like pie charts, etc.
Powerful automation, current email deliverability issues
- 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
Less appropriate
- 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
Great Database To Grow Your Customer Relationship
- Database.
- Communications.
- Tracking.
- Reporting, duplicate check for other phone fields...
- None, just excited to see what other integrations come out to make Keap even better!
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.
A solid CRM and marketing tool
- 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 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.
Highly effective SMG growth engine.
- 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.
Amazing Automation, Open API
- 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.
- 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
Infusion Soft Review
- Displays information in easy to find places.
- Has very few glitches or problems.
- There are a lot of different applications that also make it easier to keep track of your own work.
- It's pretty easy to use and find the information for each individual contact and to send automated emails and add notes
- I can find people in the system quickly if I have any part of their information
- I like being able to upload files to manage our current clients completely in the system.
- Displays information in easy to find places.
- Has very few glitches or problems.
- There are a lot of different applications that also make it easier to keep track of your own work.
- 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.
- It's pretty easy to use and find the information for each individual contact and to send automated emails and add notes
- I can find people in the system quickly if I have any part of their information
- I like being able to upload files to manage our current clients completely in the system.
Great for B2C - not so hot for B2B
- Email automation on new contacts. When a new contact fills out a form on one of our websites, a tag is added to the contact to do the appropriate follow-up exchange and to first have them confirm their email so we know it isn't spam.
- We also use Infusionsoft for custom email messaging when accounts are added to our SaaS product offering. This allows the marketing team to edit and customize the messaging without having to go ask the dev team to make updates.
- The visual campaign manager is really easy to use and quickly understand, even when someone else authored the campaign.
- Companies seem to be treated as some offshoot of a contact instead of as a way to organize your contacts. For a B2B product offering, this makes messaging all contacts within a company or get an overall account picture very difficult.
- The forms are not responsive so we end up using 3rd party forms a lot and integrating them into Infusionsoft instead of using Infusionsoft forms.
- Reporting has been difficult because of the previously mentioned treatment of companies as well.
- Contact Management - Easily maintain contact management records with a lot of details. You can upload files directly to the record, manage internal notes for record management, tasks, appointments and more.
- Small Business E-Commerce - For businesses who sell services or have a small product supply, Infusionsoft's e-commerce capabilities work well allowing you to take payments from within your CRM and have that history tied to the contact record. It makes it easy to find all your information in one place
- Marketing Automation - Infusionsoft allows you to customize your email marketing and automate it based on the contact's behavior. It allows high level segmentation within your lists.
- Reporting could be stronger. Infusionsoft has a number of reports that come with the system, but there are additional reports that could be added.
Infusionsoft - my experience
- They sold it well
- It has a good method of setting up the logic driven workflows
- The key to our implementation was the API. We were sold the concept of easy integration but when the on-boarding team (which is part of the set-up cost) contacted us they could not help us until we had the API up and running and they could not themselves help us with this readily. I had a big battle to get any information other than suggesting an external party who can help - (at additional cost).
- I bought this as a UK company direct from the USA. It may have been better to buy it from a UK vendor but I contacted a couple and, perhaps understandably, they had no interest in helping out.
- Without a correct API implementation we could not even get to use the consultancy I had paid for.
- When we left them in mid 2015 they no decent responsive email templates although they were due soon.
The Truth About Infusionsoft and Successful Implementations
- 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.
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.
- Marketing follow-up automation.
- Sales automation.
- When used properly, you'll know not just which marketing efforts provide the most leads, but more importantly, which efforts provide the best leads.
- Infusionsoft REALLY needs better split-testing tools. When I suggest "better" I really mean "any". You'll need 3rd party tools to implement any real split-testing. This is a key area for a marketing platform tool that I really feel leaves a gap that competitors will fill.
Infusionsoft is pretty focused on automation. Within our business, it addresses the problems we have in sales with tracking progress throughout our sales stages. We are a fairly small team so it helps us automate a lot of our processes and keep our staff focused on what's more important without having to hire more employees to handle all the loads.
- Build campaigns/automation.
- The Campaign Builder is the best way we have found to create automation sequences. The visual builder is great for quickly outlining processes that we need to automate. You can automate emails, web forms, tags, contact record fields, sales stages, contact record notes, and much more. It takes a while to really master the Campaign Builder, and fully understand how the logic works, but once you do it is a very powerful tool for taking an idea of what you want to happen and making it real.
- Support.
- You will inevitably need to contact support at some point. Their support chat feature is pretty good. You can usually get a rep to help you almost instantly. Reps are usually knowledgeable and friendly.
- Third party support and plugins.
- The Infusionsoft community is growing and there are lots of plugins and services available to help enhance almost every aspect of Infusionsoft. If there is something Infusionsoft can't do, there is usually a product/service to fill in the gaps.
- Lack of polish/refinement - Infusionsoft lacks a lot of polish. They are slowly making improvements, but it appears that the foundation that Infusionsoft was built on wasn't particularly well thought out. So much can be done in terms of layout, and usability. There could be improvements everywhere. Searching for contact records with advanced searches is time consuming and once you have criteria selected, it won't tell you what you selected. You have to go back through several tabs with long lists of dozens and dozens of fields to make sure you selected the right criteria. We have 500 tags which isn't common, but there is no way to search and select them. There is just a short box that we have to scroll through. It is tedious to select multiple tags and one wrong click can force you to start the process over. You have to hold down CTRL to selct multiple tags. In other places, Infusionsoft lets you search for tags which is great, but if you don't know exactly what you are searching for, it's nearly useless. Sometimes the search won't bring back the right results and it doesn't like it if you search with more than one word.
- Infusionsoft is primarily for B2C - We are a B2B and probably aren't the typical user. We still make due with what Infusionsoft has to offer and we haven't yet found a worthy competitor that would make it worth the switch. The lack of features for B2B creates some difficulty for our sales team. You can try and tie contact records to companies, but functionality is limited and if a users fills out a form and doesn't enter the same exact company name, they will get unlinked.
- Reporting - This has always been a weakness. The reports offered by Infusionsoft are lacking. You have a lot of reports and a lot of options, but you can never get quite what you want. Dashboard widgets are capable, but take a lot of time and maintenance to set up and maintain. This is where the Infusionsoft marketplace fills in the gap, but this brings on a large additional cost, and it's shame Infusionsoft can't get reporting right. Users have been complaining about this for years.
- E-Commerce - Infusionsoft has an E-Commerce module, but it is lacking in features and customizability. The shopping cart is dated and clunky. Much refinement is needed.
- Speed - Sometimes Infusionsoft is extremely slow. Pages take a while to load. Building campaigns will leave you waiting sometimes 10 minutes for a campaign to publish after making a few small changes. Performance can be improved in a lot of areas of the app to make it faster. We have a very fast connection and still experience slowness often. Some times it's especially slow and unresponsive, and other times it's bearable. Dashboard widgets take a long time to load as well. Everything needs some optimization work.
Great Software ... if you can afford it.
- Customer service is great
- 3rd party plugins make buying decisions and lead generation gathering very easy for the end user.
- Tagging and lead scoring allows you to zero in on people that are interacting with.
- Database deduping is not automatic.
- Hidden fees make this product quite expensive,,, Almost out of the range of small businesses
- Infusionsoft should start incorporating functionality of popular 3rd party apps.. Vanilla Infusion-soft is quite underwhelming the power of it does not become apparent until you take on the extra cost of third part aps.
- Their database isn't well thought out... For instance, I once went to update 'records' in the system based off their 'record id'. I selected the wrong option and accidentally did a "tag update". Unfortunately, their system uses the same record range for contacts as it does tags. This ended up in me wiping out almost 1 year of tagging efforts when my recordid matched a tagid.... Very poor design... Insult to injury was it was going to cost extra to roll back.
- A large number of the reports are worthless...
- No quick and reliable way to stop a rogue mailing midway
- The lists of Campaigns in Campaign builder should be able to be organized,,, I have active campaigns from a year ago I need to check and often times they are hard to find.
Can I afford the functionality I need outside of Infusionsoft's vanilla automations? ( I currently have to use Zapier, Plus This, Fix your Funnel and a few others)
Will I be using it as a CRM for other users or just an email client ?