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The Rolls Royce of Customer Advocacy Applications
November 16, 2021

The Rolls Royce of Customer Advocacy Applications

Andrew Sevillia | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Customer Advocacy

Overall Satisfaction with Influitive

Influitive is the customer advocacy application I use to manage customer advocacy at Sage Intacct. I use it to support the "voice of the customer" needs of my company. I regularly create "challenges" that are designed to identify customers that are willing to participate in a wide range of opportunities like speaking on a webinar, to an analyst, participating in a case study or video testimonial, sharing a tweet, or a post on LinkedIn. Previously, this was not managed using a dedicated software application. It was being tracked on a spreadsheet or not tracked at all. Now we have much greater visibility into who our advocates are. Influitive also has the functionality to easily recruit customers to join our advocacy program. You can assign a value to the challenges so that you can track the ROI of a given customer's activities. Influitive is primarily used by our marketing department, but other parts of the organization are aware of our advocacy hub and will reach out to me to help support their initiative by creating challenges. You can direct challenges to certain customer groups. Influitive also harnesses Looker for backend reporting. Customers love being in the program and frequently reach out to me to express their satisfaction.
  • Provide a platform for activating customers to act as advocates
  • Prebuilt challenges help to keep the hub fresh
  • Training and classes
  • Innovative and useful advances to the platform
  • Thought leadership material help keep users aware of advances in the Customer Advocacy space
  • It takes a while to build a relationship with Customer Success Managers. I've gone through 5 or 6 CSMs in a little under 4 years. It would be good for Influitive to work out a system whereby you have the same CSM for at least two years.
  • Make it easier for customers to join your hub.
  • Built in process to better support the customer advocacy lifecycle journey
  • Include training in your initial contract
  • Influitive works EST hours. Can be tricky scheduling when you're West Coast
  • Increase the number of customer stories
  • Increase the number of customer reviews
  • Easy to identify webinar speakers
  • Identify analyst relations references
  • Support sales reference needs
  • Influitive is a fantastic tool for bringing customers into your advocacy program
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 ideal solution for driving customer advocacy initiatives. My customers love being involved in our hub and regularly express satisfaction in their experience. Customer advocacy is where Influitive got its start and it's built an application that can help companies achieve in this area. My company uses a different platform for community and, despite my best efforts to incorporate Influitive into the community, the two are still separate and it's unlikely that that is going to change.
Influitive is the only customer advocacy application I've used.

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?

Yes

Did implementation of Influitive go as expected?

Yes

Would you buy Influitive again?

Yes

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.