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Underwhelming solution
Updated July 22, 2021

Underwhelming solution

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Software Version

Standard

Overall Satisfaction with Keap (formerly Infusionsoft)

We use Keap (formerly Infusionsoft) throughout our departments: marketing, design, and sales. We have also partnered with them so we can sell it to our clients, hoping it will be the CRM solution we all need. However, my honest feedback is that it's overly complicated and not very user friendly. Although we still use it for some of our clients, we're slowly transitioning everyone to different CRM solutions.
  • Tagging system is done well
  • Visual campaign creating is convenient and works well for people who like to visualise and see the bigger picture
  • Email editor is nice
  • Editing scheduled emails is not easy and quick
  • Form styling could be much better
  • Integrations with other tools are glitchy; we always set Zapier back up just in case
  • For us it was more of the negative--too long of a setup process
  • Glitchy integrations that cause data or sales to be missed
  • Not allowing easy editing of email campaigns that are scheduled out
Out of everything listed, Keap (formerly Infusionsoft) would be my least preferred option. When we first decided to work with it, we were enthusiastic about its new look and features they added, but we ended up encountering many similar issues that we had with Infusionsoft. Maybe the biggest remark is that the tool is so clunky that clients rarely use it on its own, and such behavior almost always indicates that the client doesn't see value in what's being done, ultimately costing us their business.
Overall, I'm pretty disappointed with the tool. All other CRMs have come such a long way when it comes to being user friendly and including a plethora of features. We stopped recommending it as a tool to use, and suggest other options instead, based on the industry (e.g., e-commerce clients are seeing great success with Klaviyo, Hubspot has been phenomenal for corporate clients, ActiveCampaign is a good solution for small businesses, etc.).

Keap Feature Ratings

Email & Online Marketing ()
Not Rated
Lead Management ()
Not Rated
Campaign Management ()
Not Rated
Reporting & Analytics ()
Not Rated
Platform & Infrastructure ()
Not Rated
4.0
Task management
Not Rated
Billing and invoicing management
Not Rated
Reporting
4

Keap Support

They have a fairly large collection of tutorial videos and articles. I haven't engaged with their support, so I'm unsure of how that works, but their resources were always helpful.

Using Keap

Overall, I'd give Keap (formerly Infusionsoft) a five. It has a pretty large learning curve and it's not designed to be user friendly. The interface looks pretty outdated and the features could use some improvement as well.