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Great tool for customer advocacy
November 19, 2021

Great tool for customer advocacy

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Customer Advocacy

Overall Satisfaction with Influitive

Our Customer Marketing team uses Influitive as a foundational layer of our overall customer advocacy program. It allows us to create a space to bring our "VIP" top customers together for networking, to connect more deeply with our company/brand, provide exclusive content and feature access, collect feedback, and also connect them with ways to participate in acts of advocacy (leave online reviews, act as a customer reference, provide testimonials, agree to be used in a case study, etc.).
  • The user interface is very easy and intuitive.
  • Our customers like the experience, it's a more interactive channel.
  • It's effective at connecting customers with advocacy opportunities - it works.
  • I wish it could be better integrated into our product experience and other resources available to customers - it feels more standalone.
  • CSMs are great but customer support quality can be pretty poor.
  • It generates 1/3 of our online reviews, which is great.
  • It generates the most customer reference volunteers.
  • It provides value to customers, giving them a way to engage more and more easily.
I often feel like the customer support doesn't actually read what we submit as far as the issue, and tends to provide insufficient answers without needing back and forth to re-iterate what was in the ticket in the first place. I wish they were more thoughtful and customer service-oriented. It usually feels like they are rushing through their response.
We really like the customer advocacy hub component, but are struggling to really leverage the community piece and are going in a different direction with how our community is managed. I am not sure we are really benefiting from this.

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?

I wasn't involved with the implementation phase

Would you buy Influitive again?

Yes

Influitive is effective as customer advocacy software. That seems to be their core strength and I think it's great for those use cases. It also has community functionality, which we leverage less - having this exist in a "VIP" space that customers have to enroll in is not really the experience we want and I think that component of it may be appealing to some but not all.