Keap Reviews: 4.3/5 — Solid Choice

Simple Campaign Interface, Easy to clearly tag customers

Several times I have created landing pages for conferences only to have them not work after printed materials are made - The claims are escalated and unresolved. I have stopped using landing pages. They send email about problems, then send a retraction email, then retract the retraction. Webforms are limited - no progressive form ability - it is difficult to ascertain traffic sources, the information is there but requires many clicks and it is not possible to set up a simple dashboard to monitor information.

Client acquisition, nurturing, and communication.

Email marketing, and the ability to store customer information.

Customer service, inability to CANCEL your account from the admin / billing area of the site. It is ridiculous in this day and age that you have to contact a company to cancel and then wait 48 hours for them to contact you to try and stop you from cancelling.

Not applicable

the product has templates and lots of features you will never use

Its too complicated, its expensive, the sales staff sell you on the product promise training and then lock you into a product that requires a part time employee to manage. We dont have the resources to do that and we explained it to infusionsoft but they said thats too bad your locked in.The admin team would not release us from the contract even though we dont use it. WASTE of MONEY

We are trying to have an automated system that allows us to have touch points for existing client and new leads.... but it was just too complicated

When I paid and started using Infusionsoft about 1 year ago, It was my hope that it will be a good software. I was absolutely wrong about it.

They don't respond to emails once the product is sold. They give you a setup help from a Success Manager after a wait of at least 15-20 days once you have paid. This wait time is on YOUR money. They keep charging your card even if they don't respond to your emails and resolve any problems you face and are unable to use their software. DO NOT COMMIT TO ANY FIXED TENURE WITH THESE CON MASTERS.

The WORST possible harassment. I have been trying to be a nice client and written repeated emails to them since September 2018 and they have not resolved my problem till today i.e. 20.01.2019 but have charged my card for September 18, October 18, November 18 & December 18. They haven't even refunded any of these money to me yet.

The customer support is good. It's easy and quick to get hold of them and they help solve your problem fast.

I can't fathom the plethora of 5 star reviews and in honesty they must be paid or false reviews for the most part. As a marketing manager, my top priority is consistent branding and design for all of our outgoing communications and achieving this using infusionsoft's email builder is entirely useless. Often times brand fonts cannot be changed - leaving you with a standard New Times Roman font that feels very 90's. The ability to design is very limited and clunky - even with their new drag and drop email builder. From using plenty of email marketing platforms in the past this is very disappointing - be aware that this is certainly a CRM with a shoddy email marketing system plugged in. You can however build emails using HTML code which allows for much more design freedom although it's simply not practical - it leaves you training a team on not just how to use an overly complicated CRM and email marketing platform but also giving a crash course on HTML and CSS code in order to edit communications and templates. Secondly, the email marketing automation is actually not that bad - flowchart style and easy enough to edit once you've spent a couple of weeks using it, talking with support and watching training videos. However, it is still limited in functionality and purely based on contact tags - this means that building a simple marketing campaign - 'if contact engages X email, send similar email. If not, then send alternate email’ – it becomes an absolute nightmare. Plugins and integrations are aplenty - which is great - but also unnecessary. You should bear in mind that although infusionsoft may be a cheaper price than other all-in-one CRM's you are going to need plenty of additional paid add-ons and plugins/integrations if you are going to get it anyway near performing well. An all-in-one CRM should be exactly that - All -in-one! Jack of all trades, master of none for the most part. There's also a lack of integration which alternative CRM's do offer - such as GoToWebinar, Zoom Webinars etc. which means that you'll have to export your webinar attendees, upload them into infusionsoft with an 'event attended' tag and then check for duplicates and merge found duplicates in order to add any new contacts from webinars/events/downloads etc. It takes a long time, it's frustrating and is completely needless. Most CRM's merge duplicate contacts automatically, but not here. Finally, reporting is a pain to get right. There's a lot of information but it's scattered around across hundred of different tabs and areas of the platform that you'll often find yourself struggling to find the same report you found the week before - even after over a year of using the platform! It's confusing for an individual and especially for a small team. To summarise, Infusionsoft has everything right on paper but when you delve into the platform everything that sounds great in the first instance is actually limited by something completely unnecessary. As your business grows you'll find yourself drowning in contact tags, way too many campaigns, hard to find reports and all manner of other things which you just wished did something ever so slightly better. It's not the worst platform in the world, but I'd suggest not falling for the snake oil reviews and fluff they present across their website. If you're a small business I'd stick with a free and separate CRM like Hubspot free and integrate something like mailchimp or campaign monitor as your email marketing platform - at least until you're big enough to afford some of the more expensive All-in-one CRM's. Hope this helps!

For us as a growing business we moved from separate tools in order to get our contacts and marketing reporting and info all in the same place. We also wanted the option to be able automate some of our marketing nurture campaigns. Using infusionsoft allowed us to use to lead scoring function to pick up on engaged contacts and be better educated to directly approach interested prospects. However, we are lucky enough to be a tech business with coding wizzkids who wrote separate scripts and HTML/CSS code for these emails to work as expected. It's doable, but perhaps not worth the time and effort - almost 2 years down the line an we're still struggling to use the platform effectively.

The program has great potential and would streamline marketing very nicely if there was support in setting up an API call.

Sales people lie about the coaching & Support. They tell you " we will build a campaign for you, then we will build a campaign with you, then you will build one and we will check it" Instead they build nothing then refuse to help you make the campaign run by setting up and API Call. Coaches are arrogant and incompetent because they cannot actually help you set up anything technical, like an API call. It's useless unless this program can talk to my website and track actions. It ridiculous that they are unwilling or unable to even teach us how to set up an API call to make the system work. In fact they say they don;t know how and cannot refer me to someone who can.

None

There is nothing good about this business.

They lock you in contract charging you monthly along with a $500 fee if you try to break out early. If you are unable to take advantage of your software, which is likely, it will be about a $2000 mistake, $2500 if you cut out early.

I have realized some education benefits, not nothing worth the costs and the hassle of dealing with this company. If they are right for you, it will probably be great. If they are not right for you, you will be punished and forced to continue paying for their services for one year, and it will become a dead cost to your business. Support is friendly, but it is offset by the terrible treatment you will receive under their contracts. I would even go so far as to call that practice predetorial. Do your research on whether marketing automation is right for you, check out a couple of competitors first, such as hubspot. Watching some videos on youtube. Infusionsoft, lose the predatorial practices and you might just be a good company. Otherwise, if you're reading this, stay away from infusionsoft.

I like that it is able to store all of your customer data in one place

I don’t like The complexity in which is required to run a data report

It solves our ability of knowing each and every interaction that our team has with the customer

It has incredible capabilities for campaign building and email marketing.

To do anything is SO VERY COMPLICATED! I’m very computer literate and I’m pretty sure every person on their customer support staff knows me by name at this point because I have to call them to do literally anything I’ve never done before. It’s very frustrating. I can’t imagine in this day and age that something so massive and with so many uses could be so un-userfriendly. In ecommerce, all purchases are listed under the credit card holder name so customers cannot make a purchase for anyone else, which happens frequently in our company. And the card readers, which are $50 each, do not accept debit cards or Canadian credit cards. We found this out the hard way, during a 500-attendee event we were running this month, in which half of the attendees were Canadian. I could list many more examples but I’m so tired of how unhelpful this program has been from the start I’d rather not dig up all the time and inconveniences it has caused us. I was encouraged to attend their 3-day University, starting on day 2, saying it wouldn't be a problem to catch up. I did attend, but even as a person whose job it is to frequently learn new computer software and systems, I feel as though without day 1, none of days 2 & 3 really stuck - they all built on day 1.

Honestly I think we have been trying to fit a square into a round peg. It has not solved our problems. It has increased our problems, and dramatically increased the amount of time spent on each task we thought we could use Infusionsoft for. It has only allowed us to make sales and collect information from customers, and even a "quick report" has proven to be extremely complicated.

It is a powerful CRM system for managing customers. Support is very good.

Did not receive what was promised, asked repeatedly for complete delivery finally arrived 6 mos into my contract, e-payment to Canada is fraught with problems, over-priced, website opt ins are broken, no one was notified and leads were simply lost, numerous problem escalated to higher support and solution always was, we know this is an issue, we're working on it.

managing relationships with a large number of customers and prospects. very few benefits as the system is unreliable.

The campaign module. Easy to use across different brands

Customer support. Very low level of product knowledge

None.

I like having our sales and marketing contained in one system - setting up a product and campaign is great.

The inventory doesn't work. If someone attempts a sale and their credit card is declined, it still takes an item out of inventory, which is hugely damaging to our business model. I have reported this to Infusionsoft many times, and they do not care. Also their sales pages don't work on mobile devices and don't convert well.

Having an easily coordinated sales and marketing system

The software does match up customer/prospects who provide their email with initial visits so we know where they are coming from.

- The system is cumbersome to use, both for novice users and power users. Our novice users cannot get anything done and given up, and as a power user I find it takes about 50 times longer to do anything useful in Infusionsoft than if I had straightforward database access like SQL. Its quicker to download everything to a csv file and edit in Excel on my desktop. - The email system is overly restrictive about us sending emails to anyone who complains. We have given up sending emails through Infusionsoft, and instead download the database and send email through another email provider that is less anal. - Infusionsoft support is completely useless. I have never gotten a useful answer from them, and most of the time they don't even understand the question. The answers on stackoverflow are much more accurate and informative than wasting time with Infusionsoft support. - Using the product just seems to be constant annoyances - like the fact that their automatic signoff does not seem to be based on idle time, but just clock time. So you can be in the middle of clicking menus, and all of a sudden get logged off due to 'inactivity'. -

We initially got Infusionsoft working to run trickle campaigns for out trial users, and that is about all it seems to be good for. We have tried to use it for email campaigns, but it keeps on getting in the way, and we now use email senders. We also wanted to use it for subscription renewals, but keeping the subscription data updated and accurate in the Infusionsoft is just more trouble than its worth. I originally thought that was because we hadn't spent the time to sort everything out, but after spending more time in the second year of our contract, we have pretty given up and will be looking for another solution.

Creating campaigns were a breeze... took training through sixth division.

Tech problems were a constant. Open rates dropped from 65% to under 20% the week I started with them.

Had loss of business.

Their customer service is awesome and friendly.

Very technical and clunky. Plus quite expensive for all the hours you have to put in learning the platform.

None at this point. I canceled after 4 months

Has great campaign creation options, has a great resource center for help if you need it.

The user interface is a little old fashioned and overcomplicated. I feel like individual tools might be more effective for the price.

You can create a pretty decent sales funnel and campaign to match. It's beneficial as you can set something up and it kind of runs itself after a while.

When first starting out in the online world, I saw some of the bigger players using Infusionsoft so I thought it was great -- I mean even Damon from Shark Tank endorsed it so it must have been great -- nope. Just great marketing.

1. We run a subscription site and for almost a year, Infusionsoft never billed a good amount of our customers yet could not explain why not -- all while still charging us the monthly fee. 2. When we asked for a refund of our charges, we were ignored for over a month until we threatened to tell our extensive social network to run in the opposite direction of Infusionsoft 3. Email delivery was lackluster 4. Financial reporting was terrible - which is why we were unaware of the non-charging 5. Affiliate program was difficult to understand and reporting was terrible 4. We lost over $10k

We thought we were automating our processes but in reality, our business was made more complicated. Don't' get me started on their campaigns.

The platform would be good for really small businesses who are just starting out. It's a good starting point.

The platform is not built for anyone who has experience deploying automation campaigns. It lack flexibility in template design and customization.

Marketing automation. We were able to launch the campaign for our client, but it took a lot of extra work to get the platform to do what we needed it to. We ended up creating a lot of assets outside of the system due to the issues in customization of template, etc.

Very little - extremely difficult program to use.

Similar to most Microsoft products, Infusionsoft has become way to complex and difficult to use.

Email marketing and some CRM aspects needed for our business.

I wouldn't waste my time writing a review unless I was vehemently angry at something is junk company did. I like that I now know what a completely incompetent group of humans are behind this program, and can share with this community and warn against wasting time, money, and sanity.

Where do I even start? I should've seen the signs when my account manager was unable to stick around long enough to answer some questions I had on the capabilities of the platform. If you have any inkling of how email marketing works, absolutely stay away. This program has glitches, their customer service chat team is useless - trying always to catch you in a "gotcha" moment when you figure out how to solve things for yourself. If you're an e-commerce retail business, and maybe you want to display products you sell, there are no functions to do this. Campaigns are overly complicated when they should not be, trying to implement logic into any of these things rarely work. The data reports you receive are good if you ONLY want to see what your open/click rate is. But if you want to see which portions of your emails are being clicked on - good luck. Let's say you want to increase your deliverability by not sending to people who never open your emails anyway - GOOD LUCK. That report is almost impossible to find. The customer service team will tell you whatever you want to get a positive answer: i.e. I asked if we could upload a .gif image onto the new builder: I was told "yes! no problem!" ... wrong. I found a work around, and they took credit for it. If you know anything about email marketing best practices, you're not going to be able to do any of them with the new builder (also the only mobile friendly way to build an email). On a more basic level, if you're someone who needs to multitask, you're going to find that that only causes more problems. No AB testing, so you end up creating your own lists (of which you need to export to .cvs, split yourself and re upload --- making your "contact count" sore (because why would a platform that touts expertise dedupe?) --- and then send multiples of what you want to test. Try sending these at the same time in different tabs: you're going to send your contacts double the emails. Their deliverability sucks. They don't let you have your own whitelisted name (company via infusionmail) - etc. etc. Needless to say, I canceled our account (something you have to request, and then wait for one of their even more incompetent customer service team members to contact you during your work day to deal with that). However, my company is paid up through the end of the month because of how long it took them to get to me - and you can't just be done without them talking to you first - FINE. I have more time to sort through the junk data they provide, get all of my contacts out of there, and move my stuff over to my new platform. NOPE. I tried to sign in and they have completely deleted all my accounts regardless of the fact that I have PAID almost $1,000 for this month to not even use this program for anything other than storage of contacts. I emailed and called them, only to be told "oh we're working on it." OK. But. I paid for it. So... What now?

Solved the problem of identifying the worst qualities of a CRM/ESP platform.

The idea of what InfusionSoft should do if it worked.

Told one thing by sales and support and find the reality to be different.

At the moment it's an expensive automated email system with poor delivery rates. I do not want to build additional campaigns only to need to migrate to a different platform.

Their email design has good functions, layouts, and features.

Their application is not friendly, very confusing and lots of features without benefits Infusionsoft support team dont really understand how marketing works, which in results are not a big help for companies who want specific help. Their application has lots of bugs, most of the time, something is not working (Cat and mouse). They normally will take your money rather than fix the issues. Dont recommend Infusionsoft to nobody, it's a messy app without any future growth.

email design and and email marketing were the main benefits

It is fairly easy to use, for basic needs

The support is the worst part. They never seem to know what is happening and always tell me it must be something on my end. I'll send emails with random characters that don't appear in the test or the layout is not what was created, information gets lost (customer data, just gone!).

We are able to reach more customers, quickly with the email builder.

The built-in templates out of the box are nice, although we can get nice built-in templates with most other platforms.

The workflow process was confusing and limited in capabilities. We really wanted more customization for what we were paying per month.

Our goal is to simplify more complicated sales processes for clients. We've found other automation software to be more customizable and cost-effective than this. Mailchimp has really stepped up their automation game and we've decided to move more of our clients to that platform.

not sure yet, chat people get back to you at least.

Customer service has let me down on multiple occasions. After the initial auto emailing and follow up advertising to their promotions/advertisements, the contact from the team has been pretty bad. I had to follow up after waiting a whole month from signing on to get an appointment to go over what I had paid for (it had been so long that I had little idea as to what it was then). Great, now that someone had gotten back to me, I was then forgotten about by a different person who was supposed to set my team and I up with the 3 intro program that I paid for. Int his time, there was no time information given, followed up on or even reminded of. My next email/ chat conversation allowed me to find out that my time had run out and now what I paid for was not worth anything. I still have a program contractually obligated to for a full year that has not fully set up. What bugs me is that the problems I seem to have had from the infusion soft team are exactly what they say there program is supposed to stop from happening!!! I am not sure why I seem to have some faith in this product considering my experience has been poor.

none yet

What they promised they would deliver. In general there is nothing that I have been able to use the system for than to send emails.

the fact we can't use the software for anything close to what we asked for.

connections between my clients and the people that contact us. however the promise was that this could be done with the software Infusion soft provided. I has proven impossible to use.

infusionsoft is an ok software with surprising limitation in the eCommerce section

infusionsoft is an ok software but DON"T you dare get the Kick Starter campaign. I spent $2000 and got very basic training and I was left with no finished campaigns or any help after my Kick Starter campaign hours has finished ... here's my feedback of my last 3 month of interaction with infusionsoft software & staff My Kick Starter coach was not well informed or experienced in my business area and didn't have clear recommendations for me, we ended up going around and around in circles, with very little to show as a result of the time I have put into this. I was always rushed and told on every call that we need to move fast ... How do we move faster when I am not provided with relevant recommendations? When I complained and asked for refund of my Kick Starter money, my account manager didn't care and had very little to offer for compensation and asked me to pay extra $200/h for extra help infusionsoft has surprising limitation in the eCommerce section, apparently you can't do simple stuff like adding a link to accept terms & condition on order cart without spending $1000 to ask a developer to give you a custom code in addition to so many things that seams very basic with any other eCommerce platform ... I am currently using WooCommerce and I find it 100 times better than infusionsoft eCommerce Finally .... I am truly shocked how come a multi million dollar company like infusionsoft treat their customers like this and would not recommend this software to anyone specially if you are a small business or don't have much of technical experience

sales funnel automation

It's very easy to add a new user; it's easy to see basic information about a user without going into their full file.

It is not intuitive. The customization features can be great, but inconsistent. We have the same features customized across 10 different accounts, and when I go to look up/add information, half of them are in different places (and/or places that make absolutely no sense). You can't search across accounts even if you own them all. We run multiple communities and it is frustrating to search for someone and either get nothing or the wrong information because they're "actually" in a different account. The email broadcast is painful to use, and the updated version did not translate well from the previous iteration. I can't find any of my old templates easily, and have to revert to the old version constantly - adding about 3 more unnecessary steps to an already tedious process.

We use this for account management of thousands of members across over 1 dozen communities.

Infusionsoft can hold a lot of data and it has an incredible amount of features. If you're well equipped enough to figure out where they are and how to use the features, it could be a great product. However, it is not easy to use and doesn't have a lot of positive features. If you're willing to put tons of time and energy into learning the system, then you might get something valuable out of it.

It is NOT user friendly or intuitive. Many features seem almost "hidden" because they are so hard to find. Working with our current sales pipeline requires lots of fighting Infusionsoft's system. It is not simple to understand or to learn. I have been using it at my company for closer to two years and I'm still unsure of how to find certain pieces of information or how to set up certain features.

We use it for our sales pipeline and for automated emails, but we haven't seen much benefit. At this point we just feel stuck with it.

Infusionsoft was easy to turn on initially. The sales team found it intuitive to create and mail to prospects.

The API integration capabilities are not actually what are advertised. We could not make the integrations work well enough to execute our marketing campaigns. We were assured during the sales cycle that if the tool did not work for us, we'd be able to cancel the contract ans stop payments, however, when we reached out to cancel, we were told there would be a $3500 fee. We were then told by "Revenue Retention Specialist" that theya re not interested in helping unhappy customers fix the problems they are having, so I'm left with no choice but to let peope know via this review that the should enter into Infusionsoft with eyes wide open.

We were trying to automate our direct mail. We were able to automate our sales out-reach process. The sales team found the interface intuitive. However, the full automation of the communication with our current users was not possible. We wanted to execute trigger emails - etc.