Item: Influitive
Rating: 9
Author: Pierce Smith

Overall Satisfaction with AdvocateHub

Use Cases and Deployment Scope

AdvocateHub is leveraged by multiple departments, including Sales, Customer Success, Product and Marketing. Currently, the two admins responsible for upkeep and execution are in Marketing and Customer Success respectively. We use AdvocateHub to engage our current customers and ideally surface those who would be most likely to engage with us in marketing activities. Most importantly, though, we use AdvocateHub to solicit feedback on training, product releases, and the quality of other touch-points we have with our customers. AdvocateHub is an excellent litmus test for a company's current customer engagement process, but it also provides a means to improve said company's results.

Pros and Cons

Pros

AdvocateHub is intuitive. You do not require a high level of technical proficiency to get great results out of AH.
They provide users with a slew of templates that are updated weekly. This takes some of the anxiety out of creating new challenges to engage one's own advocates, and also serves as great brainstorming fodder.
Our advocacy coach is so awesome.

Cons

I'd like to see more trackability around challenge creation and scheduling. Ideally, an ed. cal would be included down the line.
We had a rough onboarding experience, but were able to provide feedback and feel that changes were being made in the right direction. It was equal parts managing expectations, timeline and bandwidth on our end, and equal part our specialist not knowing how to scale her process to a shifting agenda.

Return on Investment

Better customer service - our CS team loves Influitive.
We use it to encourage our own employees to become advocates as well.
We're still young users of Influitive, but I believe we will see ROI as far as up-sell, cross-sell, training and overall adoption of our product in the near-term.

Likelihood to Recommend

Honestly, if you have customers, you probably have a use-case for Influitive. I've used it twice in the B2B space, so maybe in B2C it's not as well-suited...but, even as I type that, I realize it'd probably even be easier to use Influitive to create awesome engagement with your best customers around particular products. I think customer advocacy will eventually gain enough momentum to the point where it becomes table-stakes for companies to have some sort of formal community to offer prospects. Previously, I talked about being able to engage with advocates and solicit feedback as being two of the best business pains solved through Influitive, but another application is encouraging your customers to network with one-another and share best practices and use cases.

Comments

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