The Rolls Royce of Customer Advocacy Applications

My experience with Influitive is that it's not always easy to get support when you need help. On a few occasions, I've had to send multiple emails to get a response. Perhaps Influitive should offer tiered support that customers can purchase? For the most part, support has been fine. I used to have regular check-ins with my CSM, but they don't seem to be happening as frequently as they once were. A lot of support issues could probably be overcome if training were regularly offered. Some of the more technical issues I've encountered like integrating my Influitive hub with my CRM software (Salesforce.com) required multiple meetings and are still not 100% solved. The first time I was involved in managing an Influitive hub, we were engaged in multiple back-and-forth meetings to understand how to integrate Influitive with our sales reference applications. Overall, I think Influitives support is good, but it could be better.

Influitive is the perfect solution if you're the right-sized company and you have the right-sized install base. In my opinion, It's not ideal for small businesses or for startups. Your company has to have adopted a customer-centric mindset and you need teams across the organization to have bought into the idea that customers should be front and center in everything they do. Managing your Influitive hub is not a part-time job. You need to have at least one dedicated resource that's devoted to recruiting, creating challenges, meeting with other parts of the business that can take advantage of leveraging the customers in the hub. Scenarios, where Influitive is ideal, are when you're looking to ramp up your customer content. Activities like identifying customers to speak on webinars, participating in a case study or video testimonial, joining a beta program or giving product feedback, writing a review on sites like TrustRadius, etc. are where Influitive is ideal. I've used my Influitive hub to create 'channels' that allow you to create a series of challenges that are all focused on a specific topic or product, which has made managing the challenges a lot easier. I've even used my Influitive hub to create challenges directed at customers that have registered for our annual customer conference. The challenges can be as interactive as you'd like. Think of the choose your own adventure books. Challenges can be the same. Depending on how a customer responds to a challenge, different challenge avenues open up to them. It's a lot of fun to manage and a lot of fun for our customers to participate in.