Keap Reviews & Insights

Score6.1 out of 10

380 Reviews and Ratings

Community insights

TrustRadius Insights for Keap are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Business Problems Solved

Users have found Infusionsoft to be a valuable tool for automating marketing campaigns and managing potential leads. It allows them to track the status of leads and differentiate between good and bad leads, streamlining the lead management process. One real estate business in Philadelphia has utilized Infusionsoft to organize tasks, coordinate with clients, and send campaign emails. This has provided them with updated client profiles and customization tools, enhancing their overall efficiency. A marketing officer has also used Infusionsoft to build and integrate campaigns with Clickfunnels, exploring features like decision diamonds to enhance engagement and fully utilize the software's potential for lead capture, nurturing, closing business, and managing upsells. Overall, Infusionsoft serves as a comprehensive solution for managing customer relationships, marketing automation, sales tracking, and e-commerce. Users appreciate its ability to handle a large number of clients and referral partners, improve newsletter creation, and provide essential tools for sales, accounting, store management, marketing, and communication. By centralizing lead information and automating client engagement journeys, Infusionsoft has simplified life for users by enabling effective segmentation and ensuring no leads are overlooked. It has been leveraged by small companies to reach out to prospects and clients efficiently, acting as a silent sales partner that enhances cost efficiency in the sales system. The software offers flexibility in handling various communication channels like emails, faxes, internal communications, and voicemails while providing integrated marketing software capabilities. Additionally, Infusionsoft has enabled significant business growth by facilitating communication with B2B networks and supporting marketing efforts such as advertising, online sales quoting, invoicing, and customer tracking. Whether it's automating email marketing campaigns or creating e-courses that complement non-fiction books using CustomerHub integration, Infusionsoft has proven to be an effective tool for businesses across various industries.

Keap Reviews

22 Reviews

Mid-sized Companies (51-1,000 employees)

Super powerful as long as you can handle learning superpowers

Rating: 7 out of 10

Incentivized

March 17, 2023

Use Cases and Deployment Scope

We use Keap as our primary CRM for both prospects and current customers, housing data about the marketing and sales process as well as current plans, team members, invoices, subscriptions, and anything needed to describe a customer account. We also use it as our primary email marketing and automation tool building evergreen campaigns, one-time campaigns and blasts, or triggering 3rd party integrations for things like direct mail and text messaging.

Pros

Highly customizable - fields in contact records can be created and integrated with many different tools
Automation - this takes a learning curve to do really well but is very powerful if you know how to use it. Well beyond cheaper email campaign solutions
Reports (mostly) - There are probably hundreds of reporting options in different parts of Keap, and the most useful ones can be highly customized with all custom fields, saved, and used on a recurring basis. Some reports I wish had more capabilities like their main ones, but for the most part it works very well.
Integrations

Cons

Detailed logic building in campaigns can be somewhat challenging for new users. After 5 years I don't feel limited by this but when it's time to train new team members they're prone to mistakes for quite a while.
Some reports lack the ability to combine with custom fields/other search parameters which requires some work arounds like tagging the results of one report to open in a different report and narrow down.
Change history on company records, contact records, subscriptions etc is difficult to see. This doesn't come up often but sometimes we need to see who changed a setting or subscription and can't find that right within Keap
Quickbooks integration. This applies mainly to Keap Max Classic, but connecting invoices to quickbooks now requires a zapier connection which is not as simple as most zapier connections to make work cleanly, especially with multiple products on an invoice.

Likelihood to Recommend

Keap's advanced tools can power a seriously complex marketing team / CRM team. Its deliverability rate seems pretty high which is helpful and I've yet to find a challenge we couldn't do something to address. That said, those advanced features also mean you need someone or a small team that is well-trained to really use it to its full potential. If you're going to pay for it, you should be prepared to train up and utilize it well otherwise there may be a cheaper option if you need something simple.

Jacob Siner

Marketing Director in Marketing at Practice Promotions (Marketing & Advertising, 51-200 employees)

Vetted Review

5 years of experience

Best bang for your buck!

Rating: 10 out of 10

Incentivized

October 27, 2022

Use Cases and Deployment Scope

We use Keap, both internally, to manage our day-to-day and assist our clients with the use of it. Keap manages our leads and customer communications, referral commissions, merchant accounts, integrates with our phone & several other applications that we use, and a ton of custom reports that gives us insights into our KPIs.

Pros

Custom Reports
Integrations with 3rd party applications
Referral Commission Tracking
Customer Journey Communications
Payment Processing

Cons

Access opportunity data at the campaign level
Note organization

Likelihood to Recommend

Keap is amazing for startups and companies generating less than 10 million in revenue. Teams ranging from 1-100. I wouldn't recommend it to people who are tech challenged unless they get assistance from a Keap Certified Partner because it has too many features that could derail a simple plan.

Austin Moorhead

CEO (Chief Executive Officer) in Information Technology at Lava Automation (Insurance, 51-200 employees)

Vetted Review

Reseller

4 years of experience

View profile

Keap is for beginner email marketers

Rating: 7 out of 10

Incentivized

April 8, 2022

Use Cases and Deployment Scope

I used Keap at my prior organization for solely the purpose of email marketing. I used it to create email campaigns as well as single 'email broadcasts'. I know that Keap also has other functions such as being a CRM or using it for finances but my company used a different product for CRM. Keap helped to solve the companies business problem of effectively having a way to communicate to our numerous audiences. Creating the emails on Keap felt very user friendly and didn't consume a lot of time. So for our organization this was a plus because we had several different family organizations and within each of those organizations we would have several different kinds of audiences. Keap had the ability to create and save 'tags' when uploading our contact lists so when we had to send out a new email broadcast to the same audiences the process was streamlined. Because I only used Keap for the email marketing functions, my scope is not encompassing of all the functions and capabilities that Keap has to offer.

Pros

Having the tag functions to save and manage contact lists
Being user friendly with click and drop functions
Being able to save emails broadcasts as well as duplicate them to ease the process

Cons

More articles and videos on how to use the various functions of Keap
Having representatives designated to certain regions or companies for a point of contact when help is needed
More options when building the emails. While the click and drop options can be a plus, they can also be negative because you are limited to image and text sizing and positions

Likelihood to Recommend

Keap is well suited for beginners of email marketing and most likely smaller companies as well. For someone who is new to the email marketing world, the click and drop features are easy to understand and use. They can also save their email broadcasts and create duplicates of them so it would save them time if they are doing things in a similar fashion. For example, if they have a monthly newsletter and want the format to be consistent they can just save the template and then reuse it over and over, just updating the info text and images. On the flip side, for those who have been in the email marketing world for longer or understand more coding Keap is not the best for them. They would be limited to how much customization they can create in their emails and find that it might not best suit their needs.

Verified User

Employee in Marketing (Professional Training & Coaching company, 51-200 employees)

Vetted Review

2 years of experience

Solid e-mail marketing and sales platform, however it's new functions need improvement.

Rating: 5 out of 10

Incentivized

April 8, 2022

Use Cases and Deployment Scope

Our marketing team uses Keap (formerly Infusionsoft) for a range of actions. It is quite simple and easy to use which has helped us tag and categorize clients, create sequences with a clear client journey and outcome, produce landing pages, offer product sales, and most importantly keep our contacts in the know with any news surrounding their local clinic.

Pros

Simple Email Sequence Building
Tagging Clients
Product Checkout

Cons

Cleaning up images you no longer want stored is frustratingly slow and hard (can't bulk delete)

Likelihood to Recommend

Legacy builder is quite dated and limited, in my opinion. Its functionality is x10 easier to use than the new email builder. The new email builder looks a lot better. However, the functionality is far worse than their legacy builder. e.g. can't search for an image you want with the new email builder. You must scroll through your entire library, etc. I should add that the legacy email builder is very simple and easy to use and effective, so it would be nice if the new email builder was the same.

Verified User

Employee in Marketing (Health, Wellness and Fitness company, 51-200 employees)

Vetted Review

1 year of experience

Keap an intuitive assistant

Rating: 8 out of 10

Incentivized

August 31, 2021

Use Cases and Deployment Scope

To track training leads and how we manage training with those leads. We also send broadcasts that are mass emails. We use the report function as well. It is helpful to maintain our contact list and send mass emails to those lists. We send invoices and it is helpful to communicate and organize with our team.

Pros

Organize.
Contact.
Communicate.

Cons

On-boarding.
Intuitive design.
Expanding functionality.

Likelihood to Recommend

Keap is very appropriate for when we need to reach a large audience. It is appropriate for tracking the course of a client's lifespan with our company. We do not find it appropriate for keeping lists, calendars, or for evaluation or sign-ups. It is not good for tracking data.

Cara Jay

Manager in Sales at Places for People (Hospital & Health Care, 201-500 employees)

Vetted Review

1 year of experience

Wonderful for small businesses

Rating: 8 out of 10

Incentivized

April 13, 2021

Use Cases and Deployment Scope

We use Keap primarily for all email marketing across the entire organization. The tools we use are email broadcasts, campaign builder, and CRM (as a basic look into [the] behaviors of our members). Keap allows the organization to automate sequences and provide a personalized relationship with our members to increase engagement and retention. It also is the perfect tool for nurturing potential members and users across the organization.

Pros

Community forums, customer support, and training/tutorials. If there is an issue you're running into, chances are you'll find the answer in one of those three places.
Analytics for the Campaign Builder is in-depth and provides our team with what we need.
Contact dashboard.
The drag-and-drop email builder is very intuitive. There is an option to add your own email code in as well. If you're looking for a robust drag and drop email builder, I'd recommend looking at other options.

Cons

Keap used to allow email recipients to click on a link within the email to pull up an HTML version. This was huge for our organization, as it allowed our global members to translate an email easily into their native language. This has been a huge pain point since they removed this option.
Spam issues keep you from sending an email broadcast. For example, we were sending a lot of resources and free webinars to our members for COVID-19, as well as conducting industry research on how the pandemic is affecting the profession. "COVID-19" was marked as a spam word in their system, and because of it, we weren't allowed to send out emails with that word, even though it was specifically what we were talking about. You can usually work around these issues by rewording, but it still makes it a bit clunky. I'm a big fan of having the spam filter to keep you aware of issues in your copy, but it shouldn't keep you from sending an email. Keap customer support said to work around this, send via the Campaign Builder.
Email broadcast reporting now only shows the first link clicked, rather than all links clicked. Ever since this has been implemented we have not been able to track ad clicks reliably.

Likelihood to Recommend

Keap is perfect for small businesses using it as an all-in-one marketing and sales platform. The updates and features added are catered toward entrepreneurs and small businesses. The features and tools available are very easy-to-use for non-marketers once you understand where everything is. For larger companies that may have multiple people on staff working on emails, it does make it harder to manage. Drafts cannot be shared between individuals and multiple people cannot be working in the same campaign (even if they're working on completely separate pieces, such as a landing page and email broadcast). There is also very little flexibility for design in the drag and drop email builder, such as only one option for font.

Verified User

Manager in Marketing (Non-profit Organization Management company, 51-200 employees)

Vetted Review

4 years of experience

Excellent Tool For Recurring Billing

Rating: 5 out of 10

Incentivized

January 15, 2020

Use Cases and Deployment Scope

Our marketing department uses Infusionsoft by Keap primarily. We use it as an email tool for our customer engagement as well as a tool that handles our recurring billing process.

Pros

Billing
Email Funnels

Cons

Support team
Pricing Keeps Increasing
Merchant Connections

Likelihood to Recommend

Infusionsoft by Keap works well for email campaign management and drip campaigns for our customers. Also, lead management and tracking for customers who sign up for the Achieve Today Learning Experience Platform. Monthly billing is handled well by Infusionsoft by Keap and has helped us to manage our growth.

On another note, Keap has made changes to its supported merchants. This has significantly increased our costs to process transactions dramatically impacting our bottom line. We have had to look for other solutions and will likely be leaving Keap as soon as we can in order to save costs. As a result of these changes, we have found competitors that will save us more than when we were happily using Keap. So in the end, it's been a good thing for our business but certainly painful.

Joshua Christopherson

Chief Executive Officer in Corporate at Achieve Today (E-Learning, 51-200 employees)

Vetted Review

5 years of experience

Verified on LinkedIn

Infusionsoft works, but not well enough.

Rating: 4 out of 10

Incentivized

February 1, 2019

Use Cases and Deployment Scope

We used Infusionsoft to import initial leads from our website. This enabled us to route that lead to the sales manager for the area while keeping a birds-eye view on all leads. We used Infusionsoft company-wide. This solved the problem of not getting lead notifications and having stages for the leads since we moved from a much older manual system. This also enabled us to email leads right from with our pre-made templates which sped up the sales and vetting process.

Pros

Notifications - The notifications were brief (we made them this way) and gave you exactly what you needed to get started without filtering through unnecessary information.
Stages - Easy to see lead stages made it possible to jump right in on a lead from a few days (or weeks) ago and put them in the next appropriate stages.
Contact History - It was easy to see the contact history with the lead all in one place. This also let us see the engagement of the lead.

Cons

Clunky Interface - When we used Infusionsoft there was too much clicking around. For example: If you wanted to update the stage of a lead, and add notes you needed to click into and out of multiple screens.
UI - The user interface was not user-friendly. It wasn't bad (it seemed like an early 2000's style design) but it did not include dynamic features that made it easy to navigate and use.

Likelihood to Recommend

While Infusionsoft works for it's intended purpose, I wouldn't recommend it over other similar tools. It seems like there's a lot more work that goes into managing leads and contacts than necessary. It would be suited better for people with smaller data sets perhaps, but again being able to see everything about a user in one place is essential and we found not possible with Infusionsoft.

Verified User

Partner (Graphic Design company, 51-200 employees)

Vetted Review

2 years of experience

Infusionsoft Trained and Taught The Important Things

Rating: 8 out of 10

Incentivized

January 20, 2019

Use Cases and Deployment Scope

Infusionsoft was being used to handle the marketing and communications efforts for admissions. It was used to reinforce messaging across the campus level, as well as to potential customers. The issue it was designed to address was one of maintaining consistent and clear communication, as well as to reach out - also consistently - to people who would be interested in our program. It is only used by those in marketing; however, there have been additional users who had been introduced to it for special projects.

Pros

User interface. It is clear, concise, and easy to understand. It is made for a visual learner - especially one who has no history with programs like this.
Tracking. It's important to be able to follow a path when it comes to a customer. Some programs make it nigh impossible to track customers beyond the initial stage; infusionsoft allows for a lot more tracking than this, meaning better lead data.
Support. The people are easy to work with, they try to understand what you are going through, and how to explain difficult concepts in a clear and concise manner.

Cons

Fees to begin. This was a while ago, but we were charged a rather large fee just to begin. It wasn't worth it because at the time we weren't entirely sure what direction we wanted to go in.
Automated campaigns can be complicated if you don't know what you're doing. Support can be helpful, but you will have a few moments where you feel completely lost. The builder is great, it's the process that's the drawback.
Reporting. For a program with a great ability to track, the reporting leaves something to be desired.

Likelihood to Recommend

Automated campaigns. It can reach customers at virtually any level in the process. It can reach your customers for you, with pre-set emails and offers, so you don't have to spend hours analyzing the data and questioning if you need to send an email. Set up a rule and it will do it for you! It is less appropriate in front of house. This is more relationship building and developing the bond with the customer to make the sale. It is not really too useful after you've made the sale (unless you are trying for multiple sales over time) and the initial sale comprises a contract or long term agreement.

Patrick Stephens

Director Of Communications at The Suzuki School (Education Management, 51-200 employees)

Vetted Review

3 years of experience

View profile

Great ROI for Investment

Rating: 9 out of 10

Incentivized

January 16, 2019

Use Cases and Deployment Scope

To improve conversion rates via email marketing campaigns such as (Abandoned cart, Sample, Quote and drip campaigns). The lead scoring option allows us to target highest converting customers and further refine efforts for on-going and future campaigns. Easy interface and cloud-based application allows us to add, update and delete campaigns from home office and remotely. We have experienced an 18% increase in latent engagement, which was non-existent prior to integration.

Pros

Campaign management
Lead scoring
Fast ROI
Reporting
A/B Testing

Cons

Easier API integration experience...

Likelihood to Recommend

Any SMB organizations that utilize email as a customer access channel for leads generation, interaction, and conversion. ERP solutions may not benefit from this application at the time we integrated. We don't use the CRM portion of the application to its fullest capabilities as we use Net Suite within. I remember reading that they have or will have that offering. We utilize large campaigns and we will be in the ERP zone soon, so it will be great if they did.

Sean Conyette

Director of Sales and Customer Success in Corporate at IncStores.com (Retail, 51-200 employees)

Vetted Review

2 years of experience

View profile

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Wonderful for small businesses

Rating: 8 out of 10

Incentivized

April 13, 2021

Use Cases and Deployment Scope

Pros

Community forums, customer support, and training/tutorials. If there is an issue you're running into, chances are you'll find the answer in one of those three places.
Analytics for the Campaign Builder is in-depth and provides our team with what we need.
Contact dashboard.
The drag-and-drop email builder is very intuitive. There is an option to add your own email code in as well. If you're looking for a robust drag and drop email builder, I'd recommend looking at other options.

Cons

Keap used to allow email recipients to click on a link within the email to pull up an HTML version. This was huge for our organization, as it allowed our global members to translate an email easily into their native language. This has been a huge pain point since they removed this option.
Spam issues keep you from sending an email broadcast. For example, we were sending a lot of resources and free webinars to our members for COVID-19, as well as conducting industry research on how the pandemic is affecting the profession. "COVID-19" was marked as a spam word in their system, and because of it, we weren't allowed to send out emails with that word, even though it was specifically what we were talking about. You can usually work around these issues by rewording, but it still makes it a bit clunky. I'm a big fan of having the spam filter to keep you aware of issues in your copy, but it shouldn't keep you from sending an email. Keap customer support said to work around this, send via the Campaign Builder.
Email broadcast reporting now only shows the first link clicked, rather than all links clicked. Ever since this has been implemented we have not been able to track ad clicks reliably.

Likelihood to Recommend

Verified User

Manager in Marketing (Non-profit Organization Management company, 51-200 employees)

Vetted Review

4 years of experience