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I'm in love with Influitive's customer success model
December 01, 2021

I'm in love with Influitive's customer success model

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

Software Version

Other

Overall Satisfaction with Influitive

We use Influitive as both a customer community AND a customer advocacy tool. It replaced what used to be our Facebook group, and also added the ability for us to reward our customers for acts of advocacy, plus anything else that we want to perk them for. Compared to the Facebook Group, this tool is one thousand percent easier to manage and keep track of, and the reporting tools are stellar.
  • Customer support.
  • Customer success.
  • Regular software updates.
  • Reporting.
  • Admin dashboard could use some more variety in its presentation (not everyone wants to look at the same information in the same way).
  • We have increased the number of case studies.
  • We have much better insight into the type of customer-facing educational content we should focus our efforts on.
  • People are raising hands for things like our Customer Advocacy Board and BETA testing without us having to do a ton of work for it.
The attitude at Influitive is clearly "try to find a way to address the customer's need" because any time we need something, even if there isn't an exact way to do what we are asking for, the creativity to find a way to accomplish our goal is pretty amazing.
We have definitely benefitted from both as there is now a much more streamlined way for customers to connect with both our staff and with each other (the discussion forum works like a FORUM and not a stream of posts like Facebook), and a one-stop-shop for us to gather feedback from them on a large variety of things. While we certainly still use tools such as surveys outside of Influitive (because not all of our customers are members of our hub yet), being able to reward our customers for participating in our initiatives has really increased their participation.

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?

No

Would you buy Influitive again?

Yes

I would recommend Influitive based on customer support alone. They truly held our hand from day one and continue to support us regularly. We have regularly scheduled semi-weekly calls, and our customer success representative is VERY familiar with our hub (despite the fact that she is the 3rd one we've had in two years; you wouldn't know it from speaking with her). They offer a great "Influitive Institute" platform to help you learn all of the most important things before you even begin to build your own hub, and they are constantly coming up with content that you can publish to your own hub so that if you're running behind you don't have to fret that there is nothing new.