Item: Impact
Rating: 1
Author: Scott Swedberg

Use Cases and Deployment Scope

We're using Impact (formerly Impact Radius) to grow our resume services division by partnering with affiliates who have audiences that are likely to be seeking new employment. Our intention was to start there then scale to other services once this concept was proven. We used Impact (formerly Impact Radius) to find new affiliates and bring our current affiliates under one platform.

Pros and Cons

Tracking when different affiliates drive traffic to page
Ensuring there wasn't any double-dipping where two affiliates got credit for one sale

Customer service. The entire team went dark on us as soon as we expressed concerns. It's been over two months of emailing all our points of contact and their bosses, to no avail.
The quality of affiliates in the marketplace. Most inbound leads were highly questionable at best.
The onboarding process would have been better covered in a video.
The sales process was misleading regarding expectations of what it would take to get results.
The technical support for set up was tedious, disjointed, and unorganized. It took significantly longer than we were told.
Response rates of affiliates in the marketplace is low, and Impact would not provide any recommendations or best practices.

Return on Investment

We got 3 sale total (~$750) from weeks of work and thousands invested in set up and monthly costs.

Key Insights

Do you think Impact delivers good value for the price?

Are you happy with Impact's feature set?

Yes

Did Impact live up to sales and marketing promises?

Did implementation of Impact go as expected?

Would you buy Impact again?

Likelihood to Recommend

If you already have an affiliate platform and Impact has the features that matter most to you, like deep link tracking, it might be a fit. But if you expect any level of support from the company or you are setting up your program from scratch, stay away. I've never had a worse customer experience and I'm floored that an entire company would ghost a client who has already paid thousands of dollars with no results to show for it.

Support Rating

We've been reaching out requesting support for two months and no one has responded. They completely ghosted us. We've emailed the original sales rep, our account manager, our sales rep and account manager's bosses, and others. Still no response, though I can see the emails have been opened multiple times. I've never experienced worse support.

Impact Customer Support Pros and Cons

Pros	Cons
None	Slow Resolution Poor followup Less knowledgeable Problems left unsolved Not kept informed Escalation required Difficult to get immediate help Need to explain problems multiple times Support doesn't seem to care Slow Initial Response

Ghosted by Entire Company

Overall Satisfaction with Impact (formerly Impact Radius)