Keap Reviews & Product Details

Possibly nothing was beneficial about this software... From its confusing setup, complicated campaign building and need to hire out for trained professionals - it was an absolute headache.

They don't refund on a month-to-month contract. So, if it is similar to what happened to our business, where they auto-billed us on the 3rd, but we had tried to cancel our subscription the month prior (and they conveniently have no record of this request) , they will not refund, pro-rate or expedite the cancellation process. Their management team is extremely hard to contact - trying to get ahold of the cancellation team in order to verify any sort of cancellation process at all is like trying to find a needle in a dark room. Their live chat is slow and their entire software platform is not built for ease of use, it's built so you have to spend extra time and money training personnel to run it.

Benefits? We went with Ontraport instead. They are built for our business (coaching and consulting) and are extremely easy to use.

Their automated marketing is decent and is the only reason I ever used the software.

Where to begin? Let me give a list: 1) I have submitted about 15 bugs to them over two years. Not one of those bugs has been fixed. 2) Many of my contacts in the crm were deleted due to an interface flaw in their software. They blamed me AND charged me to restore the contacts. 3) Half the time when I ask for an update on feature requests and bug fix status, they simply never get back to me. 4) Bugs, bugs, and more bugs. So many bugs in their program. 5) Here is one example of their horrible interface and how they refuse to fix the obvious: If I set up an email that I want to send to contacts, there is a small button at the very bottom of the email that cannot be seen unless one scrolls all the way down. This button says "Ready to send". Unless you select Yes, this email will not be sent. Even if I attempt to send this email, I get no warning that I haven't selected Yes for that ridiculous setting. I am told that the email was sent. But guess what: The email is not sent. They refuse to call this a bug and will not fix it. 6) When selecting fields for a CRM view there are well over 100 fields to choose from. These fields cannot be searched, they are not in alphabetical order, and there is no rhyme or reason to how they are ordered. It takes so long to create a search as I look through the fields and try to find the ones I want. 7) They claim to have a survey tool. It is so bad that they don't even use it. They sent me a survey about their software using SurveyChimp and not their own software. What does that say about their program? I could go on and on. Their management there is the worst. Just the worst. They keep trying to add things to the software without fixing anything left behind. They pound you with ads for their conferences, which of course make them money. But they won't fix bugs and they won't listen to feature requests. Stay away from them at all costs.

Staying in touch with my customers and prospects.

The combination of CRM + email automation in one, at a fraction of the cost of the market leaders. The visual drip campaign setup is unique, allowing you a better understanding of the automation flow.

The CRM is clunky and slow. Every action requires too many clicks Email drag and drop editor is very buggy. It took the team x2 the time to create campaigns on I/S, compared with Mailchimp.

Recording all communications with customer in a CRM Segmenting customers and sending targeted marketing email campaigns

The support and training people were top of the line. They were always helpful and ready with answers. The rest of the team was equally great. They even made the cancellation process easy it only took a few emails and two phone calls to get to Tara the Loyality Manager. She was very polite and took my feedback like a champ. By the way, you are REQUIRED to speak with someone before they cancel your account.

This application requires extensive setup so estimate about 20 hour per week over 4 weeks to get it setup. Once I got to the trainer, he stated that it normally took about 90 days to setup but could be done more quickly if you have more time. There was no integration with the CRM I have been using for 4 years even through the sales person assured me that one existed.

My goal was to automate some marketing and convert more leads to sales. However, with the extensive setup and no integration with our CRM I had to cancel as I couldn't expect my team to enter data twice and still take care of our clients.

The UI is designed well and easy to use. The tools and navigation is intuitive and our team was able to get up to speed on using it pretty fast. Also, like the concept of the visual campaign creation tool. The customizable dashboard is nice too.

The main lead generation features such as the web form maker and the email builder tools are extremely limited and don't work well. The email builder, in particular, is so limited and problematic that I'm exploring other third-party email marketing tools to handle our outgoing communications. Additionally, tech and account support has become increasingly less accessible. When we first started with Infusionsoft, we had a dedicated account manager which is no longer the case. Tech support tickets are not always responded to in a timely manner.

Business problems: 1) Centralized and accessible client database 2) Lead generation 3) Marketing campaign automation 4) Sales support/opportunity management Benefits: 1) We have a centralized client/contact database that can be accessed via computer or mobile via the app 2) We currently run all our outbound marketing communications thru Infusionsoft and track opens, clicks, etc 3) We have 4 - 5 marketing campaigns set up in Infusionsoft and tied to web forms that are housed on our site 4) Use Infusionsoft to track our sales opportunities and for reporting to staff

The ability to build complex campaigns and the API flexibility is amazing (if you know programming). But that's about it as far as pluses.

Oh man... where do I start?? First of all, their shopping cart is HORRENDOUS. If you have a membership product, stay FAR FAR away. In fact, run as fast as you can AWAY from InfusionsIoft. In order to cancel a subscription, there are 3 steps. There online documentation only lists 2 of the 3 steps and their support staff is highly incompetent (more on that later). So if you miss a step because you trusted their step-by-step instructions, you'd either get chargebacks or miss out on subscription payments that were supposed to be rebilled or cancelled but were not. In my case, this cost me at least $3000 in lost sales not to mention the chargebacks that occured because of system issues. Today (Sept 29, 2014) I found one subscription that was still active, never canceled and had all the right settings from FEBRUARY 2014, which was supposed to be billed monthly. However, this customer was never rebilled due to some mysterious Infusionsoft bug. I looked at the order history and guess what? The Infusionsoft system decided to bill the customer on 9/23/14 - 6 MONTHS AFTER the last rebill was supposed to happen. Luckily the customer's card was declined. But just imagine the nightmare that would have been if the payment was successful... refund/chargeback, bad reviews, complaints... And I have hundreds of customers. Am I to review every single file in Infusionsoft's clunky interface to find these bugs? This is just flat out wrong. Now let's get to their highly incompetent tech support staff. When I see an issue like this, my first instinct is to obviously FIX THE SETTINGS (i.e. cancel the subscription so that the customer doesn't get rebilled AGAIN when Infusionsoft feels like it). But --- if you are going to send this to their support, you CANNOT change a single thing. You'd have to leave everything as is or else they cannot help you because they have no way to check on or replicate the issue. Then, you just have to wait and hope and pray that they will get back to you with a solution before the next rebill date (30 days away) - which would be a miracle. I've sent them many support tickets and I learned that you have to document everything single thing with screen shots and videos or they do not believe that you even had the issue to begin with. And on top of that, they have never come back to me with a valid solution. I've either gotten "It's taking longer than usual to resolve this..." and never hear back from them again OR "This is a known bug..." Now, how are you supposed to run your business knowing that the system is just going to randomly fail for no valid reason at all AND nothing is going to be done to fix it?? Their campaign functionality cannot be trusted either. If subsequent actions happen "too fast" (too fast means within 30 MINUTES), then you run the risk of steps in your sequences being skipped and just flat out not running at all. And keep in mind, this happens randomly so you will have no control and you'd have to check everyday for weird bugs that Infusionsoft will never help you fix because the cases are "one off". Last week I emailed Infusionsoft regarding this exact case - no response yet. I've seen this happening in several other campaigns (campaign sequences getting skipped because the previous action happened too quickly), but I've been resigned to just live with all of these "one off" programming exceptions. Oh and "PayPal integration?" Forget about it. If you need to refund a PayPal client, you'll have to do it twice. Once in Infusionsoft and once in PayPal. What about PayPal eChecks that take a few days to clear? Infusionsoft still counts them as VALID sales on the date of the transaction. Good thing PayPal sends email notifications of these things - because if you trusted your Infusionsoft transaction reports, you'd think the sales are paid for when in reality, they're not. Reporting and analytics?? Despite all of the headaches and nightmares I have experienced with failing campaigns, I have to say that reporting is THE WORST feature of Infusionsoft. Example: You have a subscription product and you set the system to attempt to autocharge 4 times, once a day. Each time it fails, Infusionsoft still counts that as part of your gross revenue, even though it is ONE payment from ONE customer and the payment didn't go through. Of course, you can add some tags and filters to the report to get it to show the right numbers... but shouldn't the sales reports show the right numbers without having to go through all these extra steps?? The interface is not intuitive - which is why you have to pay $2000 to hire someone to teach you how to use it (aka "Kick Starter Package"). What they don't tell you is if you have a lot of activity going out in your app, it gets slower and clunkier. So even if you're paying a pretty penny for more contacts and users, it'll still get more and more clunky and even slower. Each month, every sales rep in my organization has to take at least one day off due to this system slowness.

In theory, the things that you can do with the system to automate and make your business more efficient is amazing. But in practice, all the bugs and failing campaigns causes a lot of unnecessary stress and loss of customers. It really sucks knowing that Infusionsoft is just not a system that you can trust that the code is good and the campaign/programming will work.

The attempt to be an all in one system- if anything actually worked.

Billing automation is horrific. The features are limited, documentation is not helpful, and you have to wait over an hour if you call for help. A simple paid trial subscription period is not possible to setup. You have to figure out workarounds that will cause a multitude if other issues.

Nothing. Infusionsoft has caused more manual work, duplicate charges and puts us at high risk for charge backs.

Nothing good about Infusionsoft, except they do have one honest person working there. Unfortunately, he is not near enough to cover the rest of the B.S. artists living there . Not to mention, it's Super complicated and expensive compared to everything else I tried, which are about 5-6 other far better solutions and companies who will work with you. There is a reason they are losing so much business to better competitors who are more honest and service-oriented.

"HOOK" of up-front payment is near impossible to get out of after you find that their system is worse than many other options that are much cheaper, including Ontraport, PWC, Greenrope, and several others I sampled. Infusionsoft is the ONLY HARD-SELL, NO EXIT, MONEY UP-FRONT out of all these. Don't risk the up-front time and money on this shark-like organization. They are smooth and sleek, but they aim to eat you alive.

Infusionsoft is the only business problem I have had in the near past.