Effective customer relationship manager for smaller businesses
Updated May 31, 2021

Effective customer relationship manager for smaller businesses

Stacey Stearns | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Software Version

Infusionsoft by Keap

Overall Satisfaction with Keap (formerly Infusionsoft)

We use InfusionSoft/Keap for email marketing - we send out newsletters and program information with it. We have used the campaign feature and some event registration through it too.
  • Analytics for emails.
  • Campaign feature has a lot of customizations.
  • Email templates make it easy to build something.
  • It's not always an intuitive software. You have to figure out where things are in it.
  • We can't share the emails as an HTML and link to them on websites. This is one of the major detractors of the software for us.
  • Not a TouchNet ready partner so our university won't let us accept payment through InfusionSoft.
  • It's streamlined our communication and brought consistent branding to our e-newsletters.
  • We have a better idea of who we are communicating with and how often they receive information from us.
  • There are features we would love to see in the platform that don't exist. Our biggest complaint is missing that HTML page of the e-newsletter to link to on our website and social media.
We moved to Keap/InfusionSoft from Mailchimp. We like Keap better - the one feature that Mailchimp had that Keap doesn't is the HTML page of the email newsletters. We've been looking at Salesforce as a possible option instead of Keap since it has the functionality we are missing with Keap. Salesforce is more expensive though - so from an economical standpoint it might be better to choose Keap. We were on the free version of Mailchimp.
It's working well for us as an email marketing tool. We've streamlined our communications and keep all our various programs branding consistent. The analytics help us know what is working and what isn't for content. We have used the campaign feature some too, but not to it's full extent. Managing contacts is fairly easy using InfusionSoft.

Keap (formerly Infusionsoft) Support

My customer service rep has changed multiple times, and I feel like I'm always talking to someone else. The community is helpful, but you can't guarantee an answer, and sometimes there are multiple solutions so you need to do some trial and error to figure out what works for you. I think the hardest thing has been the turnover/lack of a consistent account representative who knows our account and doesn't need to be caught up every time I call. They did offer some free sessions with specialists though, and those were really helpful.

Using Keap (formerly Infusionsoft)

You do need to spend some time on-boarding and implementing the software in order to have full functionality. We were lucky - we had colleagues at the university with experience with Keap and then hired an intern familiar with the software to get us set up and ready to use it. We've had some functionality issues with it along the way and that has frustrated myself and the other uses in our department.