Influitive is a great platform for building an engaging and flexible customer community
April 06, 2022

Influitive is a great platform for building an engaging and flexible customer community

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

Software Version

Customer Advocacy

Overall Satisfaction with Influitive

Building client advocacy and community across IBM product support organizations.
  • Provides examples and best practices to follow
  • Out of the box gamification tooling is built into the member experience
  • Creative and fun platform elements
  • Comprehensive reporting capabilities
  • A very friendly and approachable support hub and team
  • More AI or programmatic handling of response volume would be helpful
  • Increased engagement in promoted social activity
  • Identification of high-engagement individuals
  • Increase in self-support
I have never had an issue, small or large, that the Influitive support team hasn't taken seriously and given their attention to. Engagement with support is generally quick and painless. There is also a great user community that is monitored to some degree, and general questions are often already available there or answered in short order.
Influitive has components for both a transactional give and take, as well as for free form interaction. Both systems have their appeal, sometimes to different demographics. Both can be used to foster a sense of engagement, and therefore a sense of community.
I was not involved in the decision making process of selecting Influitive.

Do you think Influitive delivers good value for the price?


Are you happy with Influitive's feature set?


Did Influitive live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Influitive go as expected?


Would you buy Influitive again?


The Influitive platform is very easy to get into and get going when building a client advocacy program. It has many built-in features that make the startup very easy with a not-too-steep learning curve. Influitive provides a lot of examples and directions on how to utilize their platform. It is also flexible enough to be able to customize it in many different ways, to provide a very different experience for members depending on your goals. It can be very "transactional" with challenges and points, very "conversational" with forums and discussions, and anywhere in between. The hardest parts of using Influitive are probably thinking ahead at the beginning before diving in to create your experience - something that is made even harder by the fact that the tools are so tempting to play with - and the long-term management and maintenance. A good customer experience is going to require ongoing care and tending. Influitive provides a lot of tooling around that to help - automatic reminders to members to come and revisit (customizable), reporting to identify trends in behavior, future publication scheduling tooling and reporting, etc. However, it still takes someone sitting in the pilot's chair, or perhaps more than one person sharing responsibilities.

Influitive Support

Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Support understands my problem
Support cares about my success
Quick Initial Response
We have contractual representation, but did not purchase a "premium" support package that I'm aware of.
Yes - Yes.
There have been numerous times when I have reported a support issue that has come down to the dreaded "user error". However, each and every time, the problem was handled in a friendly, timely, and professional manner. I think that says as much about a support organization as to how it responds when things go completely off the rails.

Using Influitive

Setting up and running Influitive is great, and they make it easier all the time. However, it does require someone with creative vision and dedication to keep the environment up and running and moving forward.
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
  • Creating individual challenges for advocates using existing templates
  • Adding graphics, text styles, and emojis
  • Viewing built-in standard reports
  • Handling and understanding behind the scenes preferences
  • Handling incoming communications
Yes - I have used the Influitive mobile interface from a user standpoint. It has been very good and reliable.