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Good product for a happy customer base
November 14, 2021

Good product for a happy customer base

Tori Anne Borden | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Customer Advocacy

Overall Satisfaction with Influitive

Our company uses Influitive in marketing, mostly. Other departments have extreme trouble finding the time to participate regularly. In theory, it's supposed to resolve the gap between us and our customers by receiving their feedback and answering their questions. At the moment it does not seem to [fully] address this goal.
  • They have someone who regularly meets with our team to help with what we need.
  • Their own platform is a good example of how to use the product.
  • Influitive's support team is usually quick to answer ticket requests.
  • The discussion forum is a bit choppy and not intuitive.
  • Many customers and employees find it hard to use or know where to start.
  • Time-consuming to set up and our platform did not work well with our customer base overall.
  • Does not integrate with our CRM platform. (Zoho)
  • Increased positive customer engagement.
They are usually very quick to respond.
We have slightly benefited from the community building part. Because of the difficulty surrounding the user experience and our company's transition to Influitive from Facebook, we are having a hard time getting our customers motivated to participate. However, I like the way you can customize the graphics, add GIFs to challenges, embed videos, and all of the other ways you can make it your own.
Facebook was very limited in how we were able to track customer suggestions, questions, and feedback. Influitive has ways you can measure your data that really tells us how we are doing with our customers.

Do you think Influitive delivers good value for the price?

Yes

Are you happy with Influitive's feature set?

Yes

Did Influitive live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Influitive go as expected?

No

Would you buy Influitive again?

Yes

I think Influitive is best suited for companies with A) particularly involved and happy customers, and B) a team of invested employees to represent the different departments within the organization. Our company's customers were given access to this platform when we were in a transition period (lots of changes, not too happy about them), so they were not as likely to put the time into our advocacy platform.