Item: Influitive
Rating: 10
Author: Carol Dorn

Overall Satisfaction with Influitive

Use Cases and Deployment Scope

At Renaissance, we use Influitive to host our customer advocacy platform, Renaissance Royals. After vetting numerous vendors, an interdepartmental committee selected Influitive to host our hub. The purpose of the Royals program is to make personal connections with our customers while offering them information and resources about the Renaissance solutions they use. It also provides a safe and open environment where they can connect with us and other users. Our advocacy program sits in our Marketing department but we work with other teams across the organization including Sales, Product Management, Customer Success, Research, UX, etc. Influitive addresses the business problem of providing an interactive platform for our customers to give us direct feedback, connect with other users, and get to know us on a personal level, all while learning and having fun.

Pros and Cons

Pros

Ease of use for the administrators and users.
Influitive customers are provided a dedicated Customer Success Manager to plan and improve their program, meeting on a monthly basis.
Continuous innovative improvements based on customer feedback.
Access to Influitive's executive leadership team

Cons

Keeping help files up to date based on the roll out of new features.
Campaigns available in the campaign library need to be better thought out and tell a story. Also need to be available 4-6 weeks prior to planned deployment.
Ability to upload files (PDF, Word Docs) directly into a challenge.

Return on Investment

Ability to fulfill reference RFP requests in less than 72 hours without tapping the same customers over and over.
Ability to survey and gather feedback from our customers to guide product and business decisions
Over $1 million in ROI in 2020

Support Rating

Influitive's customer support is top-notch. Their timely, knowledgeable responses to service tickets give me a sense of confidence and security that any issue that arises will reach a positive resolution. Suggestions for improvements are taken seriously and escalated to the product team. The support and guidance provided by Influitive's hub, VIP gives you access to other users.

Alternatives Considered

Higher Logic Community and Vanilla Forums

We vetted other programs before choosing Influitive. We were most impressed with the flexibility of Influitive and feel we made the right decision.

Key Insights

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

Likelihood to Recommend

Influitive is suited for both large and small organizations. It is a safe environment (not on social media platforms) to engage with community members. You can choose to open membership to all interested parties or require a join code. It provides the framework and customer success support for onboarding, implementation, and growth. They provide professional learning opportunities to learn from the Influitive team and other community leaders. The reporting capabilities are robust and you can easily see what strategies are working and which ones need adjustments. In short, Influitive provides a safe, nurturing, fun platform to engage with your customers.

Comments

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Influitive Does It All

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