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Keap

Keap
Formerly Infusionsoft

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.

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Recent Reviews

TrustRadius Insights

Users have found Infusionsoft to be a valuable tool for automating marketing campaigns and managing potential leads. It allows them to …
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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

View all 27 features
  • Lead nurturing automation (146)
    8.3
    83%
  • List management (147)
    8.3
    83%
  • Email deliverability reporting (149)
    7.5
    75%
  • Standard reports (144)
    6.4
    64%

Reviewer Pros & Cons

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Video Reviews

1 video

Powerful: Keap Enables Agency to Effectively Target Their Email Marketing Efforts
01:55
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Pricing

View all pricing

Pro

$199.00

Cloud
per month

Max

$289.00

Cloud
per month

Max Classic

Contact Us

Cloud
per year

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttps://keap.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $199 per month
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Features

CRM Project Management

This component of CRM software helps users initiate, plan, collaborate on, execute, track, and close projects.

7.6
Avg 4.4

Email & Online Marketing

Using software to manage lists, send emails, automate email campaigns, and track results.

7.1
Avg 5.6

Lead Management

The process of tracking and managing prospective customers from lead generation to conversion.

8
Avg 5.4

Campaign Management

Users can schedule campaigns and/or events with reminders, announcements, etc.

7.7
Avg 5.2

Reporting & Analytics

Users can report on and analyze usage, performance, ROI, and/or other metrics of success.

6.7
Avg 5.7

Platform & Infrastructure

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

6.1
Avg 5.6
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Product Details

What is Keap?

Keap focuses on helping entrepreneurs succeed. With sales and marketing automation, in concert with its CRM, users can create repeatable processes designed for growth while making the most of work hours. Keap is designed so that users can take control of the chaos in their businesses with:
  • 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

Screenshot of a Keap invoiceScreenshot of Screenshot of the entire sales pipeline displayed in one view.

Keap Videos

Customer Success Story: Nuno Silva, Owner of Papeloja
What is Keap? A Sales and Marketing Automation Software + CRM

Keap Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesUnited States, Canada, United Kingdom, Australia, New Zealand, South Africa, Ireland
Supported LanguagesEnglish

Frequently Asked Questions

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 starts at $199.

Ontraport, Salesforce Sales Cloud, and Constant Contact Lead Gen & CRM are common alternatives for Keap.

Reviewers rate Triggered drip sequences highest, with a score of 9.

The most common users of Keap are from Small Businesses (1-50 employees).
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Comparisons

View all alternatives
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Reviews and Ratings

(380)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

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

Reviews

(1-25 of 27)
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Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use Keap as our primary CRM for both prospects and current customers, housing data about the marketing and sales process as well as current plans, team members, invoices, subscriptions, and anything needed to describe a customer account. We also use it as our primary email marketing and automation tool building evergreen campaigns, one-time campaigns and blasts, or triggering 3rd party integrations for things like direct mail and text messaging.
  • 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
  • Quickbooks integration. This applies mainly to Keap Max Classic, but connecting invoices to quickbooks now requires a Zapier connection which is not as simple as most Zapier connections to make work cleanly, especially with multiple products on an invoice.
Keap's advanced tools can power a seriously complex marketing team / CRM team. Its deliverability rate seems pretty high which is helpful and I've yet to find a challenge we couldn't do something to address. That said, those advanced features also mean you need someone or a small team that is well-trained to really use it to its full potential. If you're going to pay for it, you should be prepared to train up and utilize it well otherwise there may be a cheaper option if you need something simple.
February 07, 2023

Highly Recommend Keap!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Keap as our CRM to keep track of our current sales pipeline. Keap makes it easy to actively engage and keep track of all of your marketing going out. The biggest take away I can say about Keap is the AUTOMATION it provides. This will save you a lot of time and money! We have emails going out every day to our database with drip marketing and it's all automated! 99% of our campaigns are automated by a click of a button!
  • 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
I think Keap works well in all businesses that have customers! I've been in several industries that use Keap. Truck sales, computer sales, and mobile party sales. It works for all of those platforms!
October 27, 2022

Best bang for your buck!

Austin Moorhead | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller
We use Keap, both internally, to manage our day-to-day and assist our clients with the use of it. Keap manages our leads and customer communications, referral commissions, merchant accounts, integrates with our phone & several other applications that we use, and a ton of custom reports that gives us insights into our KPIs.
  • Custom Reports
  • Integrations with 3rd party applications
  • Referral Commission Tracking
  • Customer Journey Communications
  • Payment Processing
  • Access opportunity data at the campaign level
  • Note organization
Keap is amazing for startups and companies generating less than 10 million in revenue. Teams ranging from 1-100. I wouldn't recommend it to people who are tech challenged unless they get assistance from a Keap Certified Partner because it has too many features that could derail a simple plan.
Richard Bueckert | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Keap to capture our incoming lead information, then we leverage Keap's automation to move our prospects to buyers. Because of Keap's powerful segregation and decision features, we're able to deliver a bespoke experience to all of our clients. Additionally, we use Keap to automate and track service delivery and collect most of our payments. We also use Keap to automate many of our internal processes like recurring weekly assignments and the hiring process for several different postions.
  • 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.
For a small business that's crossing the $100k sales barrier, Keap is an ideal option for automating many of the tasks that used to be done manually. Best of all, it never calls in sick, never has a bad day, and never asks for a raise! It's the ideal employee! We also recommend Keap exclusively because the interface is easy to understand and you don't need to hire an expert programmer of 95% of the automation you need to build.
Score 10 out of 10
Vetted Review
ResellerIncentivized
I use Keap in all aspects of my business, from invoicing to appointment setting to referral requests to long term nurture. It saves me tons of time, reminds me who I need to follow-up with, notifies my customers when they need to update their info or book call with me, and provides me the reporting I need to understand where my business is today, so that I can plan for tomorrow.
  • 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.
It would depend on their needs and where they are in their business growth. Keap is a fantastic tool, but just as a hammer is not the right tool for every job, Keap is not the solution for every business. All businesses should carefully weigh their needs and compare several products to ensure that what they select with be the best option.
Narender Sharma | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Keap is a great solution for people who are looking for a one-stop or all-in-one solution to manage their customers. It is easy to use, fast, affordable, and has a wide range of third-party connections or apps you can integrate with. Whether it comes to internet marketing, automation of marketing tasks, leads to the customer's conversion process, calls and SMS Keap have everything. I like it.
  • Third Party Integrations.
  • Sales Automation.
  • Customer management.
  • Ecommerce
  • SMS
If you are managing a larger customer base or have leads that you want to convert to real customers. If you want to automate emails and SMS it's best. If you got just a few leads, and don't have many customers or leads every day, you don't want to automate or sell a service where it needs more custom quotes. This can be less useful but still useful.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Keap is the glue holding the company together. It's our CRM master database, automation tool, reporting engine, and part of our sales process.

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
Great for small/medium business that need an integrated solution for CRM, sales and marketing automation. I am a solopreneur and I've coded many things to be more efficent. I couldn't have done it without the API. The automation is quite useful and VERY flexible. I love the campaign builder.

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.


Mark Barton | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We purchased and used Keap for about 10 months. I did so to try to get our marketing message out to the world. It was very robust. Lots of integrations with other products. We needed the ability to keep data syncing across all of our internal systems. So we decided to use this product.
  • Building complex funnels
  • Keeping in contact
  • Visibility
  • Cost
  • Ease of deployment
  • Getting on whitelist for Email delivery
I believe it would work well for larger companies. Since I am a one-man shop it seemed to be overwhelming for us to implement. When we hired a third party to help it got worse in my option. So I would say it would be best to hire an expert to help you implement this system.
Haylee Vazquez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller
Keap is used across our entire organisation from marketing and lead generation, through the sales process to reporting and referral. As our core CRM and sales and marketing automation tool, Keap acts as our business hub and source of truth for data-driven decision-making. It has allowed us to increase revenue, save time and increase team productivity as well as automate our customer experience in a way that feels highly personalised for our clients.
  • 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.
Keap can be implemented in most businesses to manage and track sales, improve marketing and save time. The only limitation is the implementer's ability to customise the tool to the unique needs of the business they are implementing it for. I am yet to work with a business that couldn't benefit from the CRM and sales and marketing automation features of Keap.
Paul Sokol, Marketing Authority | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller
PLS Consulting has been using Keap since '16 and I've been using the software since '08. All employees use it regularly. We use across our whole business: Offer R&D, Marketing, Sales, Fulfillment, Operations, People, and Money. The system is so much more than just a marketing and sales platform.
  • 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.
Keap is well suited for creating individual customer journeys across Marketing, Sales, and Fulfillment and managing those relationships. While it can be used for simple project management, we have a formal project management tool that we use in concert with Keap. If you are doing account-based selling with lots of contacts under one company, depending on what you need, you might need an enterprise-level tool to manage those.
Wes Schaeffer | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller
I've used Keap for my sales and marketing automation since late 2008. It has helped me gather at least 100,000 leads over the years and process thousands of sales in dozens of countries, all automatically. I use every module in the platform including the CRM, Affiliate/Partner, E-Commerce, and Marketing modules. I've used it for email, voice, SMS, and direct mail broadcasts. I've integrated it with various membership platforms for my on-demand/premium content, and it has enabled me to grow my sales and income without growing my staff and expenses.
  • 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.
Keap is great for the small business owner/entrepreneur who needs an affordable, yet powerful, proven, and capable sales and marketing automation platform with great support, a proven partner/consultant network, a strong social media community for native support and knowledge sharing, and 3rd party integrations to expand the platform. If you sell digital products, coaching programs, subscriptions, and/or a small number of physical products, you need to take a look at Keap.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use Keap Max Classic to manage our leads in their journey from initial inquiry to the sale, as a communication tool to continue engaging with our customers after the sale, and as a way to manage our leads when they repurchase our products and services every year.
  • 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.
Well suited
- 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
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Our company has used Keap (formerly Infusionsoft) for about the last decade as our CRM and main follow up hub for all lead, customer and employee communications. We absolutely love that Keap offers an array of 3rd party integrations, handles all of our tracking needs via tags, talks to our membership website with Memberium integration, and allows for completely customizable campaign buildouts for all of our lead strategies and follow up needs that ultimately help build our business. Can't say enough great things about this platform.
  • 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 would be well-suited for someone who is looking to up their CRM game to the next several levels.

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.
Bailey Witt, MBA | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
As a marketing agency, we use it alongside our clients for customer relationship management and marketing automation. We are the primary users as their marketing department. It is also used by the sales and business development teams. 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 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 is well suited for companies where alignment between sales and marketing is crucial. The campaigns are excellent for triggering sales activities from marketing fatal, such as a lead score, tag, email activity, or opt-in. The sales pipeline takes it from a lead to opportunity to closed deal. 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.
Score 9 out of 10
Vetted Review
Verified User
  • 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.
If you are looking to invest in a software system that is going to do everything for you and involves no thought, setup or follow through then Infusionsoft is not the right fit for you. But if you are serious about growing your business and willing to put forth the time and effort to get the most out of Infusionsoft then I would highly recommend it as an all-in-one marketing software.
Nicholas Kouvatsos | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Keap (Infusionsoft) across our entire business. It's used to manage our customers, their orders, notes on the customers, automate marketing campaigns to the customers, including e-mail, text message, direct mail, telemarketing, webinars, live event confirmation, manage their subscription programs and more. We also process all of our online and offline orders using our website integrated with Infusionsoft's 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.
Infusionsoft is well suited for any company that will actually use its features. It does a lot, and has a steep learning curve, but its abundance of features are only good if you're going to use them. Its price is very manageable for any company doing at least a few thousand dollars a month in business. It can be tough to swallow, though for smaller startups where the few hundred dollar cost could wipe out all the profit.
Brandon Mitchell | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Infusionsoft was utilized along with Mailchimp for TDG's email marketing efforts during my tenure with the organization. Infusionsoft was specifically used to create automated campaigns for nurture, renewal, and newsletters.
  • 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
Infusionsoft is suited to businesses looking to send automated drip campaign-style emails.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Department by department.
  • 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.
Score 7 out of 10
Vetted Review
Verified User
Infusionsoft is being used across most of the organization to facilitate the marketing and sales process, and to manage existing customer relationships. The only team not using Infusionsoft is systems and development, but they are sometimes involved to help with data automation between our SaaS product and Infusionsoft. Nearly all of our email automation and contact management is done through Infusionsoft. All lead management is also done through Infusionsoft.
  • 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.
I think Infusionsoft is great for B2C small businesses to use for contact management and automation. Since contacts are treated as individuals, it's a natural B2C fit. It's a challenge to use for B2B - not impossible, but not ideal either. The process automation using the campaign builder is great for repetitive or periodic activities.
Score 9 out of 10
Vetted Review
Reseller
We use Infusionsoft for our contact management, email marketing, landing pages, ecommerce and business operations. We not only use Infusionsoft for our own business but also manage our clients' marketing and contact management with the system.
  • 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 was built for a small business. It allows a small business to manage their contact, their business and their marketing automation in one system.
Score 1 out of 10
Vetted Review
Verified User
Incentivized
We identified Infusionsoft to handle our email requirements with a growing list of customers in B2C e-commerce globally. We no longer use it.
  • 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.
Small company where simply filling in a form is all you need.
Clifford Jones | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
We have used Infusionsoft for basic CRM function, email marketing and selling our business, sales and marketing advice (Contract CMO/CSO) and related services such as search marketing, lead gen, sales enablement, content, etc. It has enabled our team to organize much of our business process.
  • 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.
Never buy software in a seminar or trust a friend or "trusted adviser" who tells you how awesome this software is. Hire an objective business, sales, and marketing adviser who you pay to give you advise on what is best for you, much like anything else that costs a lot of money, time and is essential
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.
John Hopkins | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Reseller
  • 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.
This tool isn't a magic bullet unless you put time into it up front and manage it going forward. While it is an automation tool, like any other tool, you will need a plan and devote time to executing.
Tyler Guthrie | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We are not the typical Infusionsoft customer. We provide B2B services to the private duty home care industry. We help home care businesses measure satisfaction and we provide them with data and resources to aid them in growing. Infusionsoft is our database of leads and customers. We send out many emails each month, use 500+ tags to label our contact records, and run dozens of campaigns to engage prospects and nurture customers. We have a lot of automation set up around our sales pipeline and all of our sales process is tracked in Infusionsoft. We also have a few products that we sell using the E-Commerce functions. Infusionsoft is used by about 11 individuals on our management team.

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.
Infusionsoft is incredible for a small business. It offers some powerful tools and great automation regardless of the refinement. If you are willing to invest the time into Infusionsoft and get things set up right; you can see some great results. It can be a huge time saver. For B2B, you should know that Infusionsoft is limited and you may have to great creative to get it to work for your business.
Russ Vanover | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
It is being used across clients primarily for webinar and event attendance sales. It allows for constant contact with potential buyers and delivery of quality content relevant to our industry.
  • 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.
Will it pay for itself? (generally no if you do not have a large mailing list to start with)
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 ?
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