User Reviews Overview

About Keap

Keap (formerly Infusionsoft) is a cloud-based sales and marketing solution that offers customer relationship management (CRM), marketing automation, and e-commerce functionalities in one suite. Keap helps small businesses across...

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Feature ratings

Value for Money
3.8
Features
4.1
Ease of Use
3.5
Customer Support
4.0

Browse Keap Reviews

1,196 of 1,196 reviews
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Melissa
  • Industry: Marketing & Advertising
  • Company size: 51–200 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 05/11/2019

A great tool for more advanced small business marketing automation

I've used Infusionsoft twice to accomplish marketing automation that Hubspot didn't handle well.

Pros

Infusionsoft is a great tool for small businesses that need to kick it up a notch with their marketing automation. It offers an easy to use visual workflow builder and although the learning curve is a bit steep, once users get the principles, the customization is a great trade off.

Cons

Infusionsoft does have its quirks and the learning curve can be steep for those who are not technical or logical. Recommend working with a partner to get past this challenge.

Response from Keap

Melissa,
Thank you so much for the high marks. So glad to hear the power of the product is beneficial to you and your business!

Replied 21/01/2020
Debbie
  • Industry: Health, Wellness & Fitness
  • Company size: Self Employed
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 01/02/2023

Keap from a Person who is not techie

Business Problems that could be Solved by Keap:Keap is a powerful customer relationship management (CRM) platform that helps businesses manage customers, track leads, automate marketing, and more. It can help businesses to increase efficiency, reduce costs, and maximize sales. It can also help them to better understand their customers, segment them for targeted marketing, and build better relationships.Benefits of Using Keap:Keap is a comprehensive CRM platform that helps businesses streamline their operations and maximize their sales. It is easy to use and provides users with a range of features and services that can help them to better manage customers, track leads, automate marketing, and more. It is also highly customizable and can be tailored to meet the specific needs of the user. Additionally, Keap offers competitive pricing plans that make it an affordable option for businesses of all sizes.

Pros

Keap is an easy-to-use, all-in-one customer relationship management (CRM) and marketing automation solution that helps small businesses grow.• Keap provides a variety of tools to manage contacts, automate tasks, and maximize customer engagement.• It is customizable and scalable, allowing businesses to tailor their solutions to their needs.• Keap offers integrations with popular third-party applications, making it easy to sync data and automate processes.• The platform provides access to a team of in-house experts to assist with setup and training.

Cons

Keap is more expensive than some of its competitors, so it may not be the most cost-effective solution for small businesses.• The user interface can be confusing and difficult to navigate for new users.• The customer support is limited, and the response time can be slow.• Keap is more expensive than some of its competitors, so it may not be the most cost-effective solution for small businesses.• The user interface can be confusing and difficult to navigate for new users.• The customer support is limited, and the response time can be slow.

Response from Keap

Hello Debbie,

Thank you for leaving us a review.
It sounds like you've utilized many of Keap's features to help streamline and automate your business. We love hearing that!

Replied 07/03/2023
Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
1
Features
1
Ease of Use
5
Customer Support
1

1
Reviewed on 06/03/2023

Lacks a lot of basic functionality - not very robust

Ended up leaving Keap for Pipedrive. Had an interaction with support and sales, they refunded me for unused time because I had a bad experience.

Pros

If you like a simple, straight forward CRM, Keap might work for you.

Cons

It is very rigid and lacks any sort of flexibility, this can be very off-putting for scalable businesses.

Response from Keap

We're sorry to hear that Keap wasn't a good fit for your business. We wish you well in your future endeavors!

Replied 07/03/2023

Top Keap Alternatives

Anastacia
  • Industry: Marketing & Advertising
  • Company size: 11–50 Employees
  • Used Weekly for 6-12 months
  • Review Source
Value for Money
3
Features
3
Ease of Use
3
Customer Support
N/A

5
Reviewed on 22/11/2022

Keap

Overall it is a really good system. Offers plenty of customizable actions and journeys you can create for your users/leads etc. The only downside is the cost.

Pros

I really liked the fact that this tool really does offer a seamless action-triggered integration that is flexible. Some tools you are limited by what type of action is being taken by the end user but KEAP allows you to choose from a large variety of actions and even create/select your own type of action which is great!

Cons

From what I understood, this tool was expensive compared to ActiveCampaign which is what we had originally used before we switched. For the price, might as well have gotten mailchimp.

Verified Reviewer
  • Industry: Dairy
  • Company size: 5,001–10,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
3

4
Reviewed on 26/01/2023

Keap for marketing automation

A good platform for automating e-mail business, helping to develop and grow corporate business.

Pros

A good platform for managing public relations and marketing automation, suitable for small, medium and large companies, helps in managing customer information, saves a lot of time and effort and thus increases profits.

Cons

Customer service needs to work more professionally and respond faster to customers. We must work on the speed of preparing and tracking invoices. Some features must be added to increase the efficiency of the platform.

Response from Keap

Thank you for leaving us a review! We love hearing firsthand how the software saves time and increases profits.

We're sorry to hear that the customer support team didn't live up to your expectations. If you'd like to shoot [email protected] an email we'd be happy to look into that further.

Replied 06/02/2023
Susan
  • Industry: Financial Services
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
1
Features
3
Ease of Use
2
Customer Support
2

3
Reviewed on 23/04/2021

9 Years of Torture

I spent 9 years with Infusionsoft and Keap trying to implement a cohesive, smooth, automated marketing system and never got it right. Finally I gave up and went to ActiveCampaign (more useful features for less money!)

Pros

I liked Campaign Builder the most but it was so difficult to set up, flawed, and lacking features that I had a love/hate relationship with it.

Cons

The limitations of all the features. It seemed that every feature sounded awesome on the surface but when you tried to implement it, there was always something missing or broken that rendered it unusable. Like SMS in campaign sequences or scheduling. Heck, I don't think they even have responsive order forms yet! I had to use ThriveCart.

Alban
  • Industry: Animation
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 02/02/2023

Good software use in CRM

Excellent, my customers are satisfied with the services I offer them,my digital marketing work better.

Pros

Very good customers management software through the CRM serve. This software allows me to interact with my customers. Know their needs on my products and services. Very easy to set up marketing email in my company.

Cons

It is not easy for small companies to use keap to start getting customers. This software is much more disign for large Companies.

Response from Keap

Hi Alban!

Thank you for leaving us a review. We're happy to hear that Keap has helped you improve your digital marketing and your interaction with customers!

Replied 14/02/2023
Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
3
Customer Support
4

4
Reviewed on 06/02/2023

my experience with keap

it has allowed me to do a lot more with automation.

Pros

Keap supports small businesses by streamlining sales and managing client experiences. Users can execute campaigns with personalized communication triggers based on emails opened, clicked, and other factors, segment contacts, measure customer interactions, send emails, and segment contacts.in other words, Keap aims to help businesses automate repetitive tasks, streamline sales and marketing processes, and improve customer engagement and satisfaction.

Cons

Keap can be complex to set up and use, especially for businesses that are new to marketing automation or CRM systems.

Response from Keap

Thank you for taking the time to leave us a review! We are working towards making Keap more accessible by teaming with our Coaches, Account Managers, and the Keap Academy to help Entrepreneurs use Keap with more ease.

Replied 09/02/2023
Verified Reviewer
  • Industry: Civil Engineering
  • Company size: 501–1,000 Employees
  • Used Monthly for 2+ years
  • Review Source
Value for Money
N/A
Features
4
Ease of Use
5
Customer Support
4

5
Reviewed on 26/02/2023

A Robust CRM and Marketing Automation Tool for Small Businesses

Keap is a game-changer for small businesses looking to streamline their CRM and marketing workflows. With its robust features and excellent support, Keap offers a comprehensive solution for managing customer interactions. However, it's worth noting that the cost of the platform is not to be taken lightly. While it may be expensive for some, the investment is well worth it for those looking to take their business to the next level.

Pros

Keap allows businesses to customize their CRM and marketing workflows to suit their specific needs. The platform also integrates with a range of other software tools, including Zapier and QuickBooks, to help businesses streamline their workflows.

Cons

Keap can be challenging to learn, particularly if you're new to CRM or marketing automation. It may take some time to understand all the features and functionalities of the platform.

Ashfaque
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Weekly for 1-5 months
  • Review Source
Value for Money
N/A
Features
5
Ease of Use
5
Customer Support
N/A

4
Reviewed on 28/02/2023

I highly recommend Keap for small businesses looking to streamline their sales and marketing...

Pros

The best feature of Keap is its robust reporting capabilities. The platform provides detailed reports on email performance, campaign success, and sales metrics, allowing me to track my marketing efforts' ROI and adjust my strategy accordingly.

Cons

No issues from my side yet, but i am eagerly waiting for new features

Response from Keap

Hello Ashfaque,

Thank you for the glowing review! We're happy to hear that Keap has been a help to you and your business. Definitely be on the lookout for new features, we have some coming very soon. :)

Replied 16/03/2023
Daniel
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
5

5
Reviewed on 20/09/2019

Well thought out and executed CRM

Having a central place for all of our information, and the ability to tag people automatically has saved lots of time and definitely increased or ability to connect with clients and sell.

Using the automated email campaigns and sequences to offer automated free trials as opposed to having to manually send out emails has been a lifesaver.

Pros

The customization options are nearly endless.

The embeddable forms, that can trigger tags, which can trigger sequences such as email campaigns, have saved us hours of formerly manual work every day. The campaign builder is incredibly deep and robust, allowing for anything you can imagine.

The thought given to different ways to do nearly everything is great.

They have a /Tellus page and are responsive to suggestions. I recently mentioned on the that when adding a contact, the email field should automatically trim whitespace from each end, because when copying and pasting it often have an error. Within 2 weeks, that change had been implemented.

The import from CSV file options are very robust.

Lots of third party integrations, and a robust API. Very helpful community for questions with actual developers there.

Cons

The search is a little clunky. It's great if you're searching name, phone number or email address, but to search anything else like custom fields requires going to a separate page and finding that field. Would be great if there was an option to "search all the things", or to add custom fields to the default search.

Not really their fault, but because we sell products in both Canada and the US in 2 different currencies, we're unable to use their ordering forms.

When you leave it idle, rather than timing out gracefully, you lose any unsaved info. I know that's more of a "my workflow, why the hell aren't you saving your work" issue, but it's still annoying.

Campaign builder doesn't work in Firefox, so I'm forced to use Chrome for that...

Martin
  • Industry: Professional Training & Coaching
  • Company size: 2–10 Employees
  • Used Weekly for 1-5 months
  • Review Source
Value for Money
3
Features
4
Ease of Use
4
Customer Support
1

3
Reviewed on 25/05/2021

I've never felt so uncared for as a customer

After 3-4 months of use, I want out. All because of the complete lack of customer service and support.

I had high hopes for Keap, not gonna lie. Several other businesses in our industry has been using Infusionsoft (not to be confused with the other Keap offerings), and so it looked as if Keap could be of tremendous value and replace the handful of systems we used previously, allowing us to centralize our customer engagement around one platform.

The migration of our other assets to Keap took a little longer than the max allotted time Keap had promised, and when it did come back it wasn't done. No updates on the progress, nothing of that sort to let your customers know how things are going. And no response from the person in charge a month after "I absolutely plan on looking into this and rectifying any and all issues." He may absolutely plan on doing it, maybe in 2022 but I wouldn't know since he's not responding, and the two customer success managers assigned to me aren't as well.

I had a call with the first customer success manager who seemed awesome, only to be replaced with someone who keeps saying he will call me and email me back. No calls, no emails, no direc responses to emails.

A great platform - mostly - where you can't get Ecommerce unless you opt in for the legacy version of the service, losing all your sales pipelines and deals data, with an excellent marketing automation engine, but terrible email and landing page builders, and atrocious support.

Pros

First I want to give credit where credit is due - Keap is an absolute monster in terms of features and the level of detail in which you can build automations and customer engagements. With well over a decade having started as Infusionsoft, there's plenty of complex structuring and intricate details that you have at your fingertips.

Keap also offers the necessary parts of a complete customer lifecycle management, like sales pipelines and fairly solid contact views, although not as detailed as the HubSpot CRM for example.

The onboarding experience was great and I worked with an expert who knew Keap inside out, and without it, the learning process would have been extremely steep I feel.

However, Keap has custom fields and forms that you can use to tag and tie data to customers with, which makes it very powerful and offers excellent customization features, something I find very valuable to meet our business needs, versus being boxed in, in a one-size-fits-all contact view.

Cons

While the strength of Keap is its richness in detail with which you can create various engagements and automations, it's also overwhelming in the beginning to wrap yourself around that part. They could do a better job of integrating their knowledgebase inside the app to give relevant sources of information.

Missing systems prompts and UI flaws.
There are some issues with the UI that are counter-productive, like the search field at the top of the dashboard only being limited to search for contacts, instead of the entire dashboard. Similarly, when you create a contact you have three options to tag them with; lead/client/other. If you don't mark the contact with any of these and click 'Save', you'll never find out that it's required to select one, no prompts. And they can't be edited, and you can't add additional options for reasons unknown.

The landing page and email builders are just outright bad.
With so many builders out on the market, and with it being such a central part of marketing, it's surprising that the builder is so immature. The focus has been on building out the marketing automation of Keap, and the builders are feeling the lack of love. We wanted to shift our need of having to use Instapage as part of our marketing stack, but with the builder being so darn bad, I may need to keep it, which for us means Keap is less value for money.

Email and landing page templates are sorely lacking.

No Ecommerce available for Max, only through the legacy version.

Alternatives Considered

Ontraport

Reasons for Choosing Keap

We wanted to build our CRM and marketing tools around a single platform instead of a handful of them.

Reasons for Switching to Keap

Keap looked to be more mature and is widely used in our industry as the platform of choice.
Joane DanElle
  • Industry: Marketing & Advertising
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
3
Features
4
Ease of Use
2
Customer Support
3

4
Reviewed on 09/08/2022

Designed for advanced marketers!

Overall, I see the benefits of Keap/Infusionsoft and if I had the big budget to hire someone to set it all up, I can see how powerful it could be. But unfortunately, I was sold a solution that I was no where near ready for. I think this is perfect for the advanced marketer who has plenty of experience with funnels, CRM, automation etc. Unfortunately for me, it was too much, too soon!

Pros

I loved how it was an all-in-one platform!

Cons

It was incredibly hard to set up and use because the sales person forgot to mention that it was a robust solution for the more experienced marketer. So when I was first learning to create funnels, Keap/Infusionsoft was just too advanced for me.

Alternatives Considered

ActiveCampaign, ClickFunnels, Ontraport, Kartra, Kajabi and Leadpages

Reasons for Choosing Keap

I was looking for an all-in-one marketing platform.

Switched From

Ontraport and Mailchimp

Reasons for Switching to Keap

It seemed like the best option at the time, however, I didn't realize how advanced I had to be (at the time).

Response from Keap

Hi Joane,
I'm sorry to hear that you found Keap difficult to set up in your business. I encourage you to check out some of our resources - including our onboarding coaching options, our live events designed to help you in your Keap app (https://keap.com/resources/events) and the Keap help center (https://help.keap.com/help) to get better acclimated in your app.

Replied 16/08/2022
Beth
  • Industry: Health, Wellness & Fitness
  • Company size: 2–10 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
5

5
Reviewed on 05/12/2019

Keap Best for Lager Businesses or Sales Based

Overall my experience with Keap was good as far as it went. There was so much available that didn't apply to my business and that was a tad frustrating to have to sort through what would be useful and how if at all I could use all of what I was paying for.

Pros

The training I received when I purchased this software was amazing. I learned so much not just about how to use their software but how to grow and ex[and my business.

Cons

For my use as a small business that is not selling products, Keap was quite expensive. There are a lot of excellent features that I didn't use because they didn't fit well or apply to my small service based business.

Alternatives Considered

Mailchimp

Reasons for Choosing Keap

I switched to Keap because the presentation I saw inspired me to what more I could be ding o expand my business. IN the end, it wasn't a good fit for the cost.

Switched From

Mailchimp

Response from Keap

Beth,
We are so glad to hear that Keap is working for your business! Thank you for your review.

Replied 21/01/2020
William
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used for 1-5 months
  • Review Source
Value for Money
N/A
Features
1
Ease of Use
1
Customer Support
1

1
Reviewed on 22/03/2019

Major Customer Service Problems With Infusionsoft Salespeople and Management

A software marketing firm referred Infusionsoft (IS) as a CRM platform provider. However, in this contact with the marketing agent, I indicated I would be on vacation for approximately 10 days to work on a critical personal project, fundraising for someone close to me to pay for her breast cancer treatment, & I made it clear that software platform vendors should refrain from contacting me during that time frame. (I later confirmed that this instruction was conveyed to IS.) However, before the end of the day (the 1st day of my vacation / fundraising project), IS was already inundating me with communications, in violation of my explicit instructions to delay contact. The bombardment of calls and e-mails continued & became so exasperating that I answered one of the phone calls and pointed out to the sales rep my "no contact for the present" instructions, and I explained why. Despite that, before the end of that day, IS was bombarding me with text messages on my cell phone. As a result I e-mailed a senior sales representative who was the author of one of the several premature and impatient e-mails, and once again re-stated my instructions that Infusionsoft NOT contact me while I was on vacation & wait until I was prepared to first research them on my own. Despite this, a couple of days later IS contacted me about a demo they scheduled for me later that day. I sent another letter to IS "Abuse" dept asking management for an apology & an explanation. No answer ever received.

Pros

We never got to the point of purchasing the software, because of the customer service problems we encountered with Infusionsoft sales and management from the start. I had to file several complaints through Infusionsoft's web chat (2 complaints) as I searched for a name of someone in management to speak with to deal with the problems with IS. When the web chat people couldn't provide a name for someone in management to address my concerns, I had to file complaints directly with [email protected] and [email protected]/com about over-aggressive marketing tactics and their lack of attention or concern to my stated desire to delay receiving sales pitches and demos.

Cons

I have to presume that Infusionsoft uses their own software in following up with potential sales leads. Based on my experience and frustrations in dealing with Infusionsoft sales staff / customer service / management, I have to presume that either Infusionsoft has internal problems as to human error concerning what information they input to their system, or their software platform is defective in a lack of flexibility so as to tailor the frequency and type of contact necessary to suit the instructions or requests of potential sales leads. My situation turned into kind of a "test" to see how effectively the IS software platform is in responding to the needs & instructions of their sales leads, and furthermore how IS customer service deals with problems person-to-person. I found IS to be deficient in every aspect, as I received neither an apology nor any explanation from IS as to why they could not follow instructions, whether it was a platform programming problem, or a series of human errors at customer service.

Kavindu Githsara
  • Industry: E-Learning
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 07/10/2022

Well Established Online CRM Platform with Marketing Tools

We used keap to manage our customers database. we did email marketing, lead generation , internal forms, email templates and automate campaigns and more. I'm happy to tell you, even we can find lots of cheap CRM systems out there, Keap is the best and it's worth for money. because, everyday they are trying to give us the best experience. we got recurring updates with lots of new features. One more thing to mention. There customer support was very helpful for our staff when they onboarding. Not only for staff but for admin too. timely support is given by them. I would like to recommend Keap CRM for any business out there. go ahead without any hesitation. At first it will be hard to adopt a new system. but when it comes to Keap, They will help you to get there without any troubles.

Pros

This system has everything that needs for a business for up and running. Even for a startup business also able to adopt this system to their workplace very easily. The best feature that i saw is Email Automation. As a admin i was able to create and schedule lots of email campaigns for our customers. it is very easy and straight forward. Campaign builder interface is very user friendly. even my non computer literacy people also can build and automate an process within few minutes. It provides lots of integration options with third party applications. Also It provides lots of tools to manage our marketing procedures.

Cons

Nothing to complain but i would like to mention that there should be more tutorials/guides and onboarding trainings for users.

Response from Keap

Hi Kavindu,
Thank you so much for taking the time to leave a review! I'm glad to hear that Keap's feature set has met many of your business needs and our support team helped you integrate it seamlessly into your business.

Replied 13/10/2022
Nathan
  • Industry: Education Management
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5

5
Reviewed on 04/12/2018

InfusionSoft - Great CRM software

The overall experience has been quite enlightening on how process flows are vital to making your business function correctly. My application is primarily used as a lead management system and not all our employees use InfusionSoft, which meant I had to integrate InfusionSoft with Google Sheets which makes it easier for my sales team to acquire data to leads as they come in. Most of my time is spent in campaign builder and I am currently overhauling our current lead process and I keep learning new things everyday on how to program logic to suit our business needs.

Pros

What I like most about InfusionSoft is the functionality and its endless possibilities. The Campaign Builder has an easy to use interface with limitless possibilities that can be constructed to suit your unique business needs. With a great email builder as well to create those beautiful calls to action that will surely ignite your leads' desire to buy whatever you are selling. I specifically manage the database of leads and users and find it to be quite user friendly, InfusionSoft will warn you about an increase in bad email addresses, allowing you enough time to clean it up before it affects your business badly. Another great aspect is the help provided by agents via the Chat facility, you can chat live with an InfusionSoft assistant to help you with any problems you might have. I find it extremely helpful in times when I am unsure of what to do.

Cons

While I do have high praise for the campaign builder and its limitless possibilities, this can also be a problem as when I first started using the software; I didn't know what was what. There is basic training available, but I don't feel it adequately explains the possibilities of what can be done. To fully unlock the potential of InfusionSoft, some additional training will be required.

Response from Keap

Hi Nathan,

Thank you so much for taking the time to write such a thoughtful review. We truly appreciate your input - especially hearing from what I would call a "power user" :)

Cheers,
Sarah, Advocacy Manager at Infusionsoft

Replied 13/12/2018
Jacob
  • Industry: Marketing & Advertising
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
N/A
Features
5
Ease of Use
2
Customer Support
4

4
Reviewed on 01/08/2022

With the right customization, 3rd-party add-ons, and time... it can do anything

Personally, I've become an expert in it and love it. It allows me to customize and produce a high volume of marketing campaigns and keep thousands of records pretty clean. It's taken a long time to get there, and can be hard to keep everyone who needs to have their hands in it trained up well. But if you need an advanced CRM it does the job.

Pros

Incredibly high level of customization. Automation options are way above your beginner CRMs. Deliverability & email server reputation seem good. There are reports about everything imaginable (almost). Also over the last several years, they've been extremely active in adding new features and modernizing the platform.

Cons

To really use this to its full potential takes a LOT of learning or training. After years of being neck-deep in it, I can do a lot of things but it's sometimes difficult to train other people on the team to have the same level of use. This can be limiting if dealing with a large team. Improvements are being made but I wouldn't call this user friendly yet (using Max Classic version). If you're going to jump into this you should have a really competent marketing operations person who can lead the technical implementation and ongoing needs. Certain helpful features require 3rd party connections that cost extra but at the same time, they seem to be getting closer and closer to eliminating that with new features.

Response from Keap

Hi Jacob,
Thank you so much for taking the time to leave a review! We're glad to hear that Keap is such a great solution for you.
We do offer a variety of ways for customers to get trained on using Keap - including onboarding coaching, webinars, and more! We encourage anyone looking to get acclimated with Keap to take advantage of these resources.

Replied 08/08/2022
Vincent Po
  • Industry: Information Services
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
3
Ease of Use
3
Customer Support
1

4
Reviewed on 02/11/2018

We were a loyal IS customer for 10 years until...

Product is fine, but management, support and client service leaves a lot to be desired.

Pros

The product itself is very useful and good. While there are no "perfect" automation apps on the market that fulfill all our requirements, IS did a relatively good job of it.
They've been pushing lots of regular updates which is good, but doesn't make up for what I'll describe in the Cons section.

Cons

Many other automation apps have built-in features that are very useful, but Infusionsoft requires a LOT of 3rd party apps (which adds on a lot of costs for a small business) to do a lot of things other apps have out of the box. As mentioned, I understand no app on the market is 100% perfect and the other apps have their own deficiencies.
The worst part of Infusionsoft is not the product itself (the product is relatively good) but it's the entire management and customer support that is problematic.

Often times, chat support (while friendly & quick), is not very familiar with the IS product. Often times, it's the we the customers who know more than they do.

Finally, as mentioned, we were with IS for 10yrs and then they decided to raise our price by 400% giving us only 30 days notice via email (and a poorly written one). This has caused a furor amongst long-time clients & resulted in a large exodus of long-time clients. Apparently the new management didn't really care, despite many of thus believed we were grand-fathered into our original plans.

All in all, many of us felt it was poorly handled by management and that's why we left them after ten years, despite the pain of migrating to a new platform.

They are trying to expand globally but IS is still not really setup to work internationally. We were probably one of the first companies in Asia to use them and they completely ignored our feedback or even show any interest us when we attended a live seminar with them.

Romney
  • Industry: Electrical/Electronic Manufacturing
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
2
Features
2
Ease of Use
4
Customer Support
2

2
Reviewed on 17/07/2017

Too many broken connections between databases

Pros

Simple to learn and use. Navigation was ok, capable of making some good looking emails, email campaign system was pretty cool and easy to do with some limitations of what it could do.

Cons

Databases not linked, meaning if you make an email in their marketing area, you cannot save it and use it in your individual emails. Templates are not transferable, so you have to send individual emails by creating a tag of the customer name, apply the tag to the customer, then send a broadcast email for ONE email in order to use the template.

They SELL you on their ability to take email lists and mail to potential customers (say, from a trade show). But then they give you a HUGE legal disclaimer that won't allow you to actually DO this. They will charge you $250 per email which gets a complaint (I got zero, but I did not send to a generic list).

When you call to ask to do something, 50% of the time they are NOT available, or you have to wait up to about an hour on hold. There seems to be only ONE guy who knows the database and if you point out something like the incongruity of the databases, he will simply tell you "we can put this on our list of fixes" and then do nothing about it.

They spend an inordinate amount of time to help you buy or use free marketing setups in their "marketplace," but meanwhile they have so many glitches that they simply refuse to fix.

Response from Keap

Hi Romney,

Thank you so much for taking the time to leave a review. We’re glad you wrote about your experience so we can help fix the issue. Our templates are in fact transferable. When you are in an email within the campaign sequence, on the upper right Actions drop down there is a save as template button.

We do not charge per email but do have email overages if a user goes over their limit for the month. If you would like to increase your limit, I recommend contacting our phone or chat support http://help.infusionsoft.com/contact-us

I hope that helped and if you have further questions or comments please don't hesitate to reach out to us. Thank you!

Replied 01/08/2017
Austin
  • Industry: Management Consulting
  • Company size: Self Employed
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
3
Ease of Use
3
Customer Support
3

3
Reviewed on 06/06/2017

Solid Tool for Small Businesses

Pros

Infusionsoft isn't a perfect tool, but it's a solid choice for a small business without ambitions to scale rapidly (i.e. think accounting firm, not tech startup). The "all-in-one" nature of the tools is excellent as it simplifies marketing and sales operations for businesses without the resources to hire a dedicated person to manage disparate solutions and the integrations needed to make them interact. The campaign builder is pretty easy-to-use, the landing page editor is making serious strides, and the email editor is pretty great and requires zero HTML/CSS knowledge. The referral module is useful, especially for businesses just wanting a simple affiliate program. While I have a few gripes with the API, the available integrations are impressive. Some in the space (read: Zoho) really limit these as they want to force your hand to use their solutions, Infusionsoft doesn't. They offer a landing page builder but provide a great LeadPages integration. They offer eComm, but offer a great Shopify integration. Their consultant/partner network is impressive as well. Lots of specialized help available for customers who want it.

Cons

The campaign builder is great for a novice (i.e. the target market) but limiting for a more advanced user. I.e, you can't spark an action from an opened email or field value changing. The lead scoring isn't flexible, which is limiting for an organization with unique needs or a clear vision. The shopping cart and storefront builder aren't what I would call slick or flexible but hey.. they integrate with Shopify and many others if you need better. The USPS shipping integration leaves a lot to be desired, real-time estimates would be great. The CRM has almost no customization. Simply being able to hide unwanted fields would be a huge benefit to usability.

Janine
  • Industry: Management Consulting
  • Company size: Self Employed
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 22/09/2017

I have been an Infusionsoft users for longer than 8 years and now as a business coach I am...

Generally I feel sorry for a business that doesnt have a CRM in place like Infusionsoft. I have seen many businesses that have been in "The land of paper" or working from dodgy old excel databases have such great growth and it really streamlines their business and brings it into the NOW! Infusionsoft really does automate your business which allows a business owner more time for what they should be doing nad less time bogged down with paperwork. It also allows a business owner to have a birds-eye-view of all the activity in their business which is crucial for business growth!

Pros

I got hooked by the automation as follow-up is so important in business and is often overlooked or forgotten by a business. Set it up right and your clients will love how attentive you are ( and you haven't thought about them once!)
I love the easy build newsletter templates and the webforms are great for building your database and getting enquiries! Plus there is the benefit of the online wall.

Cons

Sometimes email broadcasts don't make it through company firewalls and simply hard bounce. And the fact that I live in Australia and we still have to call and liase at silly times (6am or 11pm) to get support is not cool.

Response from Keap

Hi Janine,
Thank you for leaving a review and for your kind words. If you need to contact support during your business hours in Australia, we have 24/7 support chat that can help you! Here is some more information. http://help.infusionsoft.com/userguides/get-started/initial-setup-checklist/get-more-help-and-support. Thank you!

Replied 28/09/2017
ANTHON
  • Industry: Automotive
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5

5
Reviewed on 18/09/2017

Infusionsoft is one of the best purchases I have ever made

Automation in email marketing, a place where I can store all my contacts, the ability to stay in front of my customers, return customers due to the fact that they don't forget about us. My time is also freed up so I am able to accomplish more in my day.

Pros

-This software is pretty easy to use for most basic applications.
-There are many options and nearly endless uses for Infusionsoft. If you can think of a way you want to use it, the support team can help you implement it.
-The automation of this software is what I love the most about it. At first, you spend a good amount of time setting everything up but once it is set up it runs pretty much all on its own. Saving you time.
The support for infusionsoft is one of the best I have ever dealt with. They go above and beyond to help you figure it out. Your success really is their success.

Cons

If you want to do some of the more details campaigns it can get a little tricky. If you are not spending a lot of time on the software you may forget how to do some things that you don't do on a regular basis. The support team is usually happy to help or get someone who can.

Response from Keap

Hi Anthon,
We agree - your success is our success! Thank you for your kind words about Infusionsoft and the support team. We're happy to hear about all the benefits the automation has had on you and your business. Thank you for writing a review!

Replied 19/09/2017
Jorge
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5

5
Reviewed on 26/10/2016

A Strong CRM / Email Marketing Solution / Not Trivial to Set Up

Infusionsoft is a CRM solution designed for small businesses. It's not the tool for enterprise or medium sized businesses needing more than 15 to 20 seats. Think of it as a MailChimp / Saleforce with an emailing workflow engine. It allow you to build email sequences that adjust the content you send based on what each contact does. That's an over simplification, but at it's core that what it does.

It's got a huge community of add on products supporting it. You can build membership sites with it. You can enable call centers with it. The application are numerous, but it is not a tool very everyone. There are times when its not a fit.

Many business owners take it on expecting to configure it with minimal outside help. That is probably not a good idea. It's like building your office network yourself following YouTube video instructions. You may get it done, but not without a lot of time and frustration. Even worse, when you are done, you may have made mistakes an experienced person would never do that keep you from making the best use of the tool especially in the long run.

Pros

The tool has a lot of power. It enables you to automate email campaigns targeting each contact based on what you know about them. If they answer a question on a form, you can sent them one thing. If you learn they live in one state versus another, you can customize content to them. If they visit specific pages of your site and login many times into your membership site, you can change what they see.

It has a huge amount of power.

Cons

It's not a do-it-yourself tool. Lot's of people complain saying it's too hard to use and too expensive. Infusionsoft is a complex piece of software. If a complete newbee could make it work perfectly on their own, it wouldn't be able to provide you with all the feature it includes.

I have seen Infusionsoft sold from the stage with promises that it's a self-serve, DIY solution. Honestly, it is not. That's why you have a very healthy Infusionsoft consultants and partners community servicing it. These consultants and partner focus on all aspects of the solution working to help business owners put the tool to good use.

Verified Reviewer
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Review Source
Value for Money
4
Features
N/A
Ease of Use
4
Customer Support
5

5
Reviewed on 23/01/2016

I have become an InfusionSoft expert thanks to their support team

It has been over 2 years since we switch to InfusionSoft from other marketing automation tool and CRM system, and it has been the most positive experience. The team and management could not be more happy with the transition. From the sales process to the on-boarding, InfusionSoft people were polite, professional, and for sure helped us up our game when it comes to sales and automation - ACROSS THE BOARD!

Pros

Besides offering the best customer and technical support team I have ever dealt with, InfusionSoft allows it's users to grow in skills and develop expertise in the software, which in turn, reduces the need to hire an external consultant and keeps the knowledge in house. This is very much invaluable as we continue to grow our team over time. With InfusionSoft we were also able to stream processes such as email marketing, sales pipeline, CRM and customization of our customer email marketing program.
The Campaign Builder is unquestionably the best feature InfusionSoft offers, with dozens of internal tools and functionality to utilize. My favorite trick is the Campaign Links, allowing you to change the links used in internal emails of the campaign as URLs change - so you don't have to worry about going to each email and change the URL manually. This saves hours of man time and allows your team to focus on strategy and implementation.

Cons

We had some bumps on the road, and continue to experience some difficulties with InfusionSoft. In my opinion, the system was not originally developed for B2B companies and this is why opportunity (=each sale coming through the system) and contact records are linked in an odd and inefficient way. We approached the company with this issue, and were told they are working on a way to fix it. However, as we improved our knowledge and skills with the software, we were able to find a work-around to solve this issue.

1,196 reviews