Keap Reviews: 4.3/5 — Solid Choice

Powerful - nothing is off limits. You can basically do anything with it, which is why I joined. I also like the layout - visualizing it as a flow chart makes it much easier to see.

Although it can do everything, it's like a dinner menu with 1000 options - too hard to decide. I need simpler. When I moved from mailchimp I needed more, but I think IS is almost too much for me.

Automating information to our customers, automating feedback from our website, automating onboarding for members, and sending broadcast emails.

A system that has been patched together over time, without thought of users and adoption.

The user experience. Multiple steps required to perform

Email marketing, CRM.

Automation of emails triggered by customer or prospect actions and / or triggered by time passing You can hook it up to your website to capture stats about sign ups etc which is quite cool because you can then display them in the dashboard that you see when you first log on to the product.

Reports are difficult to define (for me anyway) and it's expensive for a company like mine which is quite small

Customer and prospect tracking and nurturing We've definitely got some love back from the customers

The ability to create/use custom fields and the amount of data you can input.

Pretty much everything. It's very clunky, not at all intuitive, and the features and functions are difficult to find and limited in functionality, the built-in reports are completely useless for our service organization because they only work with fixed price products.

We needed a better way to manage our sales pipeline, while it is better than what we used before (an excel spreadsheet), it's still not very good and has been only minimally helpful in my opinion.

It can be used as an all-in-one product for small businesses with CRM and sales + marketing automation.

The actual core product offering (and features - especially campaigns) haven't evolved much at all in years... putting it majorly behind other marketing automation software.

Definitely good for a first foray into the world of marketing automation.

The concept of simplifying integration to transition information from multiple points of functionality centralized to the CRM portion remains the common request of business owners.

The execution of that integration leads much to be desired. Here are a few critical points: 1) Email sending functionality does not properly leverage the same white-listed status as email providers. 2) Reporting at the CRM level is driven by pre-fabricated reports. This would actually be a plus IF there was an appropriate level of sophistication in the reports that properly drove informed decision making. Sadly this is not the case meaning that direct access to manipulate the indexed information within the tool to create your own reports remains the preferred functionality here. 3) The effectiveness of save buttons working to retain the changes made leaves much to be desired. Information at times requires repeat saves. This poses a serious risk to maintaining the integrity of data quality within the CRM. Businesses already require management of employees to follow consistent process in maintaining data quality and this issue compounds that problem significantly.

Simplification of integrating multiple facets of a business to centralize information for the purposes of automation and informed decision making. Great idea if the darn thing worked properly.

I think Infusionsoft is best for people peddling e-books and knowledge products, that don't depend on presentation or design for differentiation. The campaign builder is cool for long, funnel based sales sequences but less of a differentiator these days, as the ability to create if/then response emails seems increasingly to be a standard feature for email platforms. Customer service is excellent - no fault there (thanks Goldman Sachs).

I was optimistic about Infusionsoft as it seemed to check all the boxes - but seeing the current playing filed of CRMs and Marketing automation tools out there I am seriously considering moving. Biggest complaint is that their emails aren’t responsive - which in 2015 means your messages look bad on more than half of the devices. Text is way too small on mobile devices and messages don't even look that great on desktop (constrained width, poor formatting options etc) . They keep saying that they're working on this but no date given for launch. Frankly, their software platform seems too bloated and "mature" for them to easily accomplish this without a total overhaul of the platform There are serious bugs with certain browsers (ie, chrome, safari) that make working in the campaign builder frustrating. I've discovered much better automation tools that are tailored to an e-commerce owners (rare.io for instance) that also integrate directly with our Shopify platform. Most are also much less expensive and dont require setup or expensive integration. (we're currently also paying $100/month just to connect Shopify with Infusionsoft) Overall, while Infusionsoft is a fairly mature platform, this is now working against them as mobile takes over. I think Infusionsoft is going to lose market share to smaller more nimble platforms that do one thing really well, and integration between tools becomes simpler and more ubiquitous. You will end up with a few platforms but overall it will be cheaper and closer to what you actually need. PS - It's hard to find Infusionsoft "reviewers" who aren't on the take. Infusionsoft has a very well developed reseller program having been around for a long time.

The platform is potentially very powerful but it requires a ton of time and effort to implement, test and troubleshoot campaigns. In our case, I thought this was going to help with our B2B outreach efforts - but have found that high value sales really can't be automated. The CRM by itself is decent but at $200/month there are much cheaper options. I was hoping to integrate everything in one system but looks like it will be cheaper and more effective for us to use the best specialized tools for each job. (currently exploring a combination of Base CRM and Mailchimp)

It is an extremely - and I do mean extremely - powerful program to automate your marketing. This includes everything from emails, SMS, funnels, etc. The way you can customize your "funnels" is truly astounding.

"Keap" (formerly Infusionsoft) is really designed for power users. The learning curve on this software is immense. I've likened it to building a sandcastle with a bulldozer. It is highly complex, and there are features (such as integrating SMS) that you need special codes for - which Keap does NOT give you without their "assistance." The platform is so complex that you're almost forced to buy their "training" packages. Even if you are highly skilled at coding, etc., I would strongly recommend staying away from this platform unless you want to spend a BUNCH of money to accomplish relatively simple tasks.

I'm using Keap for marketing automation when someone purchases one of my products (either one-time, or a subscription). This includes sending emails, SMS notifications, receipts, etc.

I can't say there was anything I liked about keap. All i was able to do was import my client list. Everything else was very confusing.

Extremely difficult to use. Does not offer any free onboarding. Onboarding is through 3rd parties and is extremely expensive. When you add a phone number it comes up as spam to your customers. When asked for help was sent videos and articles that again don't make it easy for busy small businesses. Poor customer service. I emailed and called for 2 months before I could get anyone on the phone. The when I ask to cancel and atleast get the 2 months I was trying to get ahold of someone to understand my options, they would not refund, account manager was rude with lots of sighing and frustration, and was given very poor options.

The hope was to centralize all communication and marketing for my company but could not get any help that was useful in setting up the automations and other processes.

24 hour serivice. other then that I can NOT say antthing good aboout them !!

They DO NOT stand by there product! They are VERY expensive!! When the product does NOT work for you there is NO way to get your money back.

KEAP has not been able to provide me with any Benifits !!! I was told this would make my booking of my clientel easier. It has made it very confusing and when I tried to get reimbersed for my yearly membership KEAP said they WILL NOT and CAN NOT prorate me for the 9 months i will not be using them for.

usually don’t leave negative reviews, as being a business owner myself, I am well aware that mistakes can happen. Though our experience with Keap went beyond an accidental mistake and after debating for a long time, I feel sharing my experience is absolutely necessary.

I usually don’t leave negative reviews, as being a business owner myself, I am well aware that mistakes can happen. Though our experience with Keap went beyond an accidental mistake and after debating for a long time, I feel sharing my experience is absolutely necessary. Long story short: - We first spoke with a guy named Colin who was in charge of closing the sale. He seemed a very nice and friendly guy, though sometimes he sounded slightly generic about what our migration from our current autoresponder to Keap would entail. - He was so nice we even bought an extra $500 of Keap coaching calls (shame on us for not waiting). - He reassured us that our packed came with 15 hours of migration included and that everything we had on our current autoresponder, would be easily migrated within those 15 hours. Just to be sure, I repeatedly asked him confirmation (both on the call and in written form) that all our sequences, automations, contacts, templates etc could be migrated within those 15 hours. I am NOT a specialist person so clearly I trusted what he said. We submitted everything that we needed to migrate and were confident we were all on the same page. - A few weeks later, out of the blue, Keap asked us to pay more money, as the 15 hours were done and over with. - At this point we still had quite a few assets to migrate. They claimed they had already went beyond the 15 hours and while some extra hours had been ‘’gifted’’ now we had to pay extra or take care of the migration internally (which clearly we were not equipped to handle considering it wasn’t part pf the plan). - Even though I was already quite annoyed (considering the guy confirmed already multiple times that in 15 hours they could do everything) I reluctantly asked how much would that extra be. The answer was mind boggling: don’t even wanna share the final priced we would have to pay as it was just ridiculous (thousands and thousands of dollars). - At this point Colin had started to ignore our emails. I called him several times and was told that our team was trying to take advantage of Keap migration team. Wait what?!? I kept my cool and asked to please meet in the middle (even tho this whole situation was entirely created by them) and he seemed confident we’d find a solution. After a few days of back and forth, and the Keap renewal approaching, we had no choice but to stop everything and close our account. - We requested a partial refund (since they had done some work anyway and I wanted to acknowledge that) so I was referred to this lady called Lisa, who was supposed to ‘’help’’ with this. After speaking to her, instead of being issued a refund, we were charged £200 termination fee — like seriously?!? - After complaining about that (since it was not written anywhere btw), we got refunded these £200 and that was the end of it. - So we spent (wasted) 1200 - then got charged an extra £200 early termination fee and then refunded just that fee. - At this point I was so annoyed but I was also determined to move on as quickly as possible. So I simply requested at least refund of the $500 ‘’Keap coaching calls’’ that we never even started (we were supposed to use them after migration was over). - Our request was ignored and never addressed. Again, I don’t leave this review light hearted, but this experience was really BAD. We wasted money and precious time (including the 30 mins spent to write this review). Pls be very careful before you sign up with Keap, especially if the assets you got to migrate are quite articulated. Don’t just talk to the the sales person, whoever they are, and request to speak to the tech team and have a further confirmation on the migration costs (the REAL ones). Not sure that will be enough to spare you a similar saga, but one thing is for sure: we are migrating elsewhere.

They only wasted our time

Very nice in the beginning and act like they want the best for your business

Cancellation fees, third party fees not disclosed, cancellation process

They are charging a $299 cancellation fee because their system wont integrate with my systems

NOTHING... THEIR SYSTEM IS 100% PURE CRAP...THE CRM FAILS AT LEAST 50% OF THE TIME WEEKLY..WE WORK WITH THIS GARBAGE BECAUSE THE COMPANY IS CHEAP...THE LOWER THE COST IS ALL THEY CARE ABOUT. KEAP CRM IS THE ABSOLUTE BOTTOM OF THE BARREL.

EVERYTHING, EVERYTHING TAKES FOREVER AND EVER TO FUNCTION PROPERLY...SUPPORT IS THE WORT A TROUBLE SERVICE CALL CAN TAKE FOREVER AND THE HELP IS JUST LIKE A DEAD MULE TO RESPOND

HA....HA...IT TAKES FOREVER TO GET HELP AND BY THEN YOUR BUSINESS HAS LOST THOUSANDS OF DOLLARS IN PRODUCTIVITY AND SALES. IF YOU CHOOSE THIS SERVICE GET READY TO LOSE MONEY.

How easy it is to invoice customers and how much information you can put in a customer's file.

I would like more ways of looking up a customer

Quicker turn around for payment from customers, sending quotes and estimates

Beware they delete all campaign history older than thirty days! If getting insight from historical action is important to you, unfortunately, you'll need to choose a different platform.

Very inflexible data insights. They have hard-coded reports that are very limited. They give no access to our data, so we can't build our own reports. And they delete the history and any actions taken by your users!

They claim they delete the campaign history to save on storage. Insane

Nothing, this service is horrible and overpriced

The customer support is terrible. My account was transferred to someone else and they kept my name on file. when the other person stopped paying, they sent the collection agency. I do not recommend Keap.

This business is terrible and does not work.

I liked that in theory you could set up a really cool automated campaign. And have it look seamless for the potential user.

I disliked the customer service. The hype around getting help in the beginning but then never again after that. I disliked the price. The intricacies of the backend user flow. I disliked almost everything.

I was trying to find a solid CRM. I didn't realize any benefits.

The scheduling app and extra phone number are the most helpful tools of this software for me personally. I think the functionality is smooth and easy to learn. You can keep track of tasks and clients in a clear and concise way with labels. The automatic payments that you can integrate with PayPal are helpful too.

The software is missing a lot of necessary customization and features to make it worth the price tag and ditching other business software. For instance, with the invoicing - it is irritating that invoices can't be customized to 1) look different than the generic layout provided and 2) writing the line items for the invoice is frustrating. As a designer for both graphic and web design, I like to write out descriptions of my hours, and there isn't a memo section on the item lines. It automatically sends invoice emails sometimes without any indication, which can come off as rude to clients without a follow-up email. I also can't even use the feature that tracks my Google reviews because, for whatever reason, my business doesn't show up in their search results. I can tell that in the future, this will be a great tool for me, especially because they are so coherent to feedback. However, right now, it feels a bit underdeveloped. And most importantly - you will pay the price if you want to get out of this software. Don't be tricked into a year contract like I was. The "credits" they offered me that covered a month or so when I wanted to quit, later showed up in my mailbox from a debt collector. Super irritated with my entire experience with them.

None anymore. Use Zelle and Checks people - even though these payment links are convenient, fees and the format of them are not worth it.

easy to subscribe one of their offered plans

Keap still bills you when you have canceled the subscription with them

Abusive billing, Keap keeps billing their client after the cancellation and sends the amount to the collection company

Nothing about it. We have a client that just stopped using it since it keeps breaking their checkout page (using WordPress + WooCommerce).

Everything about this software. It takes control of basic functionalities that WooCommerce already has and put everything in it, but you don't need it.

I don't see this software as solving anything if you have a WordPress website + WooCommerce. You don't need it. WooCommerce can do everything they do, and if you need to send emails, you can also do that using Mailchimp.

There's a lot of potential with its robust capabilities.

The original Infusionsoft was EASIER - until Keap came along and decided to complicate it. There is potential for this platform to do so much - but it's not easy for users - especially new ones, or non-techny ones - to navigate. The automation is confusing - you keep having to go in and out of windows to do the next step. Good luck trying to manually add an email list - you have first designate it - and THEN you can add it to an existing distribution list. UGH click me OUT of here!

One of the departments uses Keap, to auto-schedule appointments for clients. However, you need a pro to build the templates - a novice can't create it - and therein lies the problem. It's very good once the automation is created. That's pretty much the benefit.

Keap looked good at first but then it showed its true color, gread for money only.

We agreed to try out Keap for $79 per month. Then a few months into it we are being charged $280 per month. We called Keap and they refused to give us our money back. We called AMEX or American Express, which we have a platnuim card and AMEX still stuck us with the charge. Totally uncool. What's even more uncool is that Keap had a bunch of kids running around trying to set up calls and meetings to demo this product and not once did they follow through with anything. It's a shame that I'm that upset after dealing with Keap that I had to voice my opinion. All said, we lost out on a couple grand. Shame on you Keap. #keaplookingforabetterCRM

Unfortunatly, they are not solving anything.

I've used several email systems Mailchimp, ActiveCampaign, Klaviyo and Keap is hands down the worst of them all. Compared to these other systems, there's not really anything I like about it. I have heard that Infusionsoft itself is good, powerful software - but the cut down version they call "Keap" is a big miss

Let me be very clear about this. They say that there are no lock in contracts and it is month- to-month. But there is literally no "cancel" button in the dashboard. What they have is a "schedule a call to talk to us about cancelling" button. So I clicked this and then had to wait DAYS before somebody from Keap emailed me trying to convince me to stay with them. I told them that I didn't want a call but just wanted to cancel my contract before my next billing cycle (which was a week away). They told me that they couldn't cancel my next bill because I hadn't given them 10 days notice!!! So BEWARE signing up to Keap, they make it REALLY hard to cancel and, if you are like me, you will get stuck with months of extra billing for a service you didn't want. There is no excuse for a company to have this kind of unscrupulous cancellation policy these days. It reflects on the ethics and morals of the company. I do not support Keap in any way. Not only is it the least intuitive, most clunky email system I've ever used (it just feels like a cut down version of their real product, Infusionsoft) but the company has no ethics.

I was trying to run an email marketing system for my destination wedding business. But Keap was WAY more expensive than Mailchimp for the same functionality. There were no benefits so I cancelled (which they made really hard)

Nothing! I had a terrible experience. The software was very complicated.

Their sales approach was extremely misleading and built the impression that the software was simple to learn and use. They did not disclose the amount of time required to learn the software system and their coaching is very inadequate. Be prepared to do your own research / youtube-university on how to build the system you need for your business. In my business, there simply was not enough time to learn the system in order to put it into practice. 0/10 for customer service. In June I called to cancel my subscription, the customer service representative confirmed over the phone that the subscription has been cancelled but since my account was pre-paid that it would continue until the pre-paid time expired. Well, the account was not cancelled and they are refusing to refund the 2 months subscribed that I had asked to be cancelled. Also, be prepared to be sent a bajillion emails and if you don't read all of them you may miss the one that states that the account is set to "auto renew."

No problems were solved. Keap only added problems.

After being a client for over 7 years, the application worked ok but was not versatile to run more than one company with the application.

Upon canceling my account I was told I would need to give 10 days notice only after speaking to a Keap representative which took two days to connect with a customer representative. My "assigned" CSR had never reached out to me. This policy was not in effect when I subscribed to infusionsoft. I have since moved on to Ontraport, where the customer service is much more proactive and the versatility of the application is much better. Deliverabillity of email is also better. I was surprised how unresponsive and prupt this company treated a customer of over seven years. Stay away.

no longer a client

I thought it was going to manage all of my CRM, Email Marketing and Reporting...but in order to interface with the Infusionsoft/Keap platform I needed to continually hire experts who tried charging me $3,500 per month on top of what I was paying Keap.

Way too complicated. When you sign up, included in your set up is the cost for an expert -- who you think is working for Keap...but they're an independent contractor who is being paid a cut rate to get you up and running. After your set up, they will charge you THOUSANDS to fix and adjust your account.

ZERO - they actually made it worse... for example- my email deliverability was not good - in fact there were a few months where the links in my emails that had the Keap training code (which was all of them) were seen as MALWARE by google chrome. Keap took NO accountability, even though they sent me a support message detailing the issue. Instead I had to hire ANOTHER "certified expert". Even in my review here titled "They Hung Up On Me" https://www.softwareadvice.com/crm/infusionsoft-crm-profile/reviews/ They suggest hiring a certified expert. Your account manager is a sales manager -- and the support they offer is a little more than helping you reset your password.

The canvas feature of the campaign setting. Automated emails are pretty easy to set, and setup of the platform is easy.

You have to batch download contacts from the CRM, which takes hours. Their customer service is non-existent and hard to reach. You cannot easily download your CRM contacts, so be prepared to spend > 1 hour on exporting. Their API system is awful. And they hold your data hostage when you consider switching CRMS.

CRM & marketing automation for our small business

I like the ability to automate my leads path depending on what actions they take or don't take.

That for the past 3.5 or so years they have implemented no significant updates to its native Infusionsoft platform but instead choose to put most of its efforts into a brand new platform that is like the little sister of Infusionsoft. This made no sense to me and left me with dated/buggy software that now I have to justify to my clients why I recommended it in the first place. There are no (or very little) reporting features that actually are helpful. Considering it's now 2019 and mobile phone data is not even being used in Infusionsoft for texting OR for comparing if a contact is unique or not baffles me.

We do have automation running but there are significant pieces that either don't work or don't exist in a sales pipeline.

Being able to see Task status on the home screen was quite nice.

We identified five debilitating bugs in the first two weeks of use that rendered the program 90% unusable. The integration with QuickBooks did not work. Everyone had to have Admin privileges to be able to design landing pages and email templates. The touted Outlook integration turned out to be only one-way. All clients duplicated multiple times. When you delete the duplicates they immediately return. Campaign Builder is broken. 404 errors when accessing Keap created landing pages.

We were hoping to use the innovative quote and invoicing features that were supposed to be integrated with QuickBooks however client names did not match up automatically between the two requiring you to manually match payments.

I didn't like it, too complex, to difficult to set up

Amazing complexity to do simple things, lengthy setup process, expensive, company bills beyond the term of the contract, etc.

It took hours and hours on the phone to figure out how to send an e-mail with a brochure link. Much less time consuming to do it manually, or use the free tools available with gMail.