A solid CRM and marketing tool
Updated December 04, 2020

A solid CRM and marketing tool

Bailey Witt, MBA | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Keap (formerly Infusionsoft)

As a marketing agency, we use it alongside our clients for customer relationship management and marketing automation. We are the primary users as their marketing department. It is also used by the sales and business development teams.

It addresses problems with customer data collection and management, email blasts, website forms, lead tracking, sales pipeline management, automated marketing campaigns, and landing pages.
  • The strongest part of Keap/Infusionsoft is the CRM side for contacts and companies. The contact view is very robust, with everything from basic data points to form submissions, campaigns past and present, purchases, tags, web site profile, opportunities, and tons of customization is available with custom fields. Every business needs custom fields for segmentation, lead management, and reporting. It is very robust here.
  • The email builder is very simple and quick to use. The drag and drop functionality with built-in templates makes it a breeze to set up any kind of email from a beautiful marketing blast to a simple automated sales follow-up. Tagging from email clicks is also great for triggering other actions or notifications to reps for follow up. Emails are mobile responsive, too, without any extra coding or fiddling.
  • This has my favorite campaign builder. Simply pick a goal that triggers actions and then build our sequences with very robust if/then conditional logic. You can build campaigns as simple as an opt-in form with notification or follow-up or a 30-touch account-based marketing campaign all on the same canvas which is so swift and easy to edit.
  • The form builder is quite lacking. For small businesses that don't want to have to code, but still have brand-lookingweb forms, you have to do it with HTML. The JavaScript forms are very ugly with limited customization. You can't even remove the field labels, so there's a label outside AND inside the fields.
  • Lead source tracking is spotty. While a lot of softwares can't do it very well, it's the same here. The Javascript tracking code doesn't seem to pick up website activity very well and doesn't always capture a lead source, which is critical for assessing traffic channels and campaigns. It often requires third party plugins.
  • The eCommerce area is good for many businesses, but it's too limited for some of our clients with offline businesses, such as a pool manufacturer. Its difficult to create an eCommerce experience that reflects the real options that they need to offer.
  • As a marketing agency, it has had a great positive impact. As we have become more efficient using the tool, we benefit across all our clients.
  • Using Keap/Infusionsoft has helped all our young team members understand how marketing and sales work together with campaigns, customer data, and creating complex workflows to drive more sales.
As an agency, we use all of these tools for various clients. Keap is our preferred solution because it has the most customization for any business model, makes marketing automation so easy, and keeps ample customer data that can be used for marketing and sales alike. It has very few weaknesses.
It is well suited for companies where alignment between sales and marketing is crucial. The campaigns are excellent for triggering sales activities from marketing fatal, such as a lead score, tag, email activity, or opt-in. The sales pipeline takes it from a lead to opportunity to closed deal.

It is less appropriate for very small businesses that want to save some money or have a completely online business with funnels, landing pages, a membership site, and want to be able to set all that up quickly and easily.

Keap Feature Ratings

Task management
Billing and invoicing management

Keap Resources and Customization