Keap - A bit of a fossil when compared to other email automation platforms
December 02, 2020

Keap - A bit of a fossil when compared to other email automation platforms

Kate Murray, MBA | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Software Version

Infusionsoft by Keap

Overall Satisfaction with Keap (formerly Infusionsoft)

We use this software primarily for email marketing automation, but there are also other integrations connected such as SamCart for the purpose of tracking sales and returns of the products our client sells. The software is used across the organization but it is a small business with 4 people using it currently. The software solves the problem of automating email sequences as well as delivery of digital products.

Pros

  • Integrated Statistics/Analytics Dashboard
  • Visual Dashboard
  • Permissions for Other Users

Cons

  • Clunky visual automations
  • Not as intuitive to use as other automation software
  • Steep learning curve due to lack of being intuitive
  • Automated follow up on a pre-determined schedule saves time
  • Dashboard provides a good high-level overview for upper management
  • Steep learning curve (because it's somewhat old and clunky compared to newer email automation platforms) hinders progress each time a new team member must learn it
I actually prefer to use some of these other platforms over Keap/Infusionsoft, however for this particular client we had implemented Keap more than 5 years ago when it was the only platform available to choose from. The problem now is that there are over 200,000 people on the email list and that makes it very difficult to scrub, tag, and move all the automations to another platform. In an ideal world, Keap would upgrade their system to be more competitive with it's competitors but they have not done so. It's very frustrating. It's not ideal when software tries to be too many different things. They should stick to what they do best and make it best in class rather than trying to be everything to everyone. There is nothing I dislike more than software that starts out as a page builder and then expands to do email marketing or course delivery. If your bread and butter is email marketing, then make sure you do that perfectly.
At one point in time, maybe 5 years ago, Infusionsoft offered one of the only marketing automation systems that was comprehensive enough to handle hundreds of thousands of emails. Many internet marketers flocked to this system because it was really the only one on the market. Now things are different. Other software has expanded to provide more intuitive design and better usability. Ultimately it's about the user and those entrepreneurs and companies who can afford this software typically have an assistant as the primary user. Nobody has time to pay an assistant for a week worth of work to learn a software system, especially when other software systems are so much more intuitive an accomplish the exact same thing. For this reason, I do not typically recommend this software any longer.

Keap Feature Ratings

Billing and invoicing management
Not Rated
Reporting
Not Rated

Keap (formerly Infusionsoft) Support

When you first sign up for the software, they hold your hand....but only for about 2 hours. Once your support is up you are on your own. It's not easy to figure out and there isn't much documentation, video tutorials, and help for how to use it because they want you to pay them for more one-to-one time with their consultants. I dislike this business model in this day and age, it doesn't lend itself to good internet etiquette. I can't decide what is worse...the kind of support where you have to pay for everything or the kind of support that has too many overseas customer service reps where you have a language barrier to overcome when you have one simple question that folks can't seem to understand.

Using Keap (formerly Infusionsoft)

I go back to the idea that it's not a tool for solo-entrepreneurs, it's a tool for larger companies or at lease those with enough annual revenue that they can pay a marketing team member to handle the email automations. This software is old and clunky, it has not kept up with it's competitors in terms of usability and visual intuitive design, so it has a steep learning curve and takes a while to learn how to use. You have to be able to pay someone for their time to learn it well. Other software is much more streamlined in terms of ease of use, ability to just intuitively know how to set up an email campaign and add the applicable triggers and tags.

Comments

  • Paige Clark | TrustRadius Reviewer
    Hi Kate, I'm very sorry you're unhappy with your experience with Keap. We'd like to learn more and see how your experience can be 5-stars. Please send me an email at paige.clark@keap.com and I will begin to look into your situation. Best, Paige from Keap

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