A must for launching and keeping track of customer communities
November 05, 2021

A must for launching and keeping track of customer communities

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Customer Advocacy

Overall Satisfaction with Influitive

Our org[anization] uses Influitive to form & manage our advocate community and invite them to participate in reference requests from the marketing department. Though Influitive is only used by our marketing department, we partner with Product Marketing, Sales, and Demand Gen to either show results / progress, or determine what should be a part of our community. For us, Influitive solves the question, "how can we properly make sure our customers receive value beyond our products and get more of a relationship with our company?"
  • Customer support - we love our CSM! And we would have been totally lost and sad without their onboarding team - can't recommend the onboarding package enough!
  • Their own community is a fantastic resource - great to learn from other community managers and hear directly from the Influitive team.
  • Honestly, the amount of segmentation possible is astounding, and something we can't achieve in our own corporate emails. It's amazing to be able to get so granular in challenge settings, how you can create audiences, and even email digests are customizable.
  • Sometimes bugs take a while to fix, which can be frustrating.
  • Greater ability to bring a large breadth of customer speakers to events and webinars.
  • Discovery of references we otherwise didn't know existed.
  • A fantastic way to nurture lower touch accounts.
Our CSM truly is so lovely and so responsive, but occasionally I find dealing with Influitive support to be something that I wish went faster, or that I wish weren't as opaque. Often, support tickets are noted, and zero updates or insights are given until they make a fix. Not that this is a problem, or hinders my own usage of the product.
I think the two biggest benefits we've received are finally having a dedicated space (and manpower behind it) to nurturing customers we already identified as needing or potentially benefitting from that extra touch, and seeing new members who we did not know personally prior to their joining become incredibly active - even drivers of the community.
Influitive was really the only tool we evaluated that fit our goal (community that leads to more advocacy activities) for the number of customers and time commitment from other internal orgs that we could obtain (not much, and... not much). Influitive is great because while it can certainly thrive with all org[anization]s paying attention to and leveraging the tool, it will also thrive with a smaller part of an org[anization] acting as its pilot.

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Influitive is an amazing tool to launch a customer community. It has really helped us with defining the journey we want involved and engaged customers to take, and has helped us nurture advocates who otherwise definitely would have fallen through the cracks. Unless you are getting some major commitment from your sales team, I think it would be pretty difficult (if not impossible) [from my experience] to use only Influitive to organically identify new advocates - we've had much more success with inviting likely advocate candidates into the portal (NPS promoters, recent event attendees, etc.) and nurturing them towards advocacy once they have joined.