28 Dec Infusionsoft Review 2018: Best All-in-One Business Solution?
These days, there’s an online service for everything. If you need something, chances are, there’s a software for it. This is especially true when it comes to e-commerce and marketing needs: just a quick Google search will show you an abundance of SaaS (Software as a Service) options for a similar abundance of needs.
So why does that matter? Where does Infusionsoft come into all this? It matters because Infusionsoft is one of the best SaaS solutions around right now, if you make good use of it. Infusionsoft is basically a few different pieces of software put together, to automate parts of your business, and this multitool functionality makes it stand out above the crowd.
I know what you’re thinking: that all sounds great, but aside from the slick name, what does Infusionsoft really do? And whatever Infusionsoft does, is it any good at it? Is it a good deal, is it something I should be looking into for my business? These are all great questions and I’m sure you’ve got plenty of others—so keep reading, because you might find them satisfied.
Before we dive in, what’s the rating? Well, with any software that tries to be an all-in-one solution, there are some things that naturally rate higher than others. This makes it hard to give an overall score, but nonetheless I’d say it’s a 4 out of 5 if you’re making good use of it.
Yes, one answer down already! It’s a good software. That being said, it’s a nuanced 4, and it wouldn’t be a 4/5 for everyone, especially if you’re not fully utilizing all the tools. With Infusionsoft, the devil’s in the details, so keep reading to get those nitty-gritty details!
So…What is Infusionsoft?
Today’s Software-as-a-Service companies are specialized. One of the beautiful things about the growth of the internet is the way it’s allowed for a diversity of options and niches.
Sometimes though, services are a little too disparate: especially for marketing services, small business owners may find themselves struggling to piece together different platforms in an effort to establish an effective digital presence.
I’m ashamed to admit it took me a little longer than it should have to realize the clue is in the name itself: infusion and soft. Infusionsoft is a blend of services bundled together as a single, overarching software platform.
Primarily, it’s a fusion of four main things: marketing automation, CRM, sales automation, and e-commerce.
CRM means Customer Relationship Management, and is also referred to as the contact management tool (a contact meaning anyone you do business with). The CRM tool lets you keep track of all your contacts in-depth.
The marketing automation tool lets you make marketing campaigns. You use marketing automation functionality to describe what y action you want to happen after x event, to varying degrees of complexity.
Sales automation is also sometimes called the sales pipeline, and it’s the tool your sales reps would use—it basically aids the process of turning leads into sales, from lead to prospect to proposal to signed agreement.
Lastly, the e-commerce tool handles the shop part of your online business: it’s what helps you sell things, take payments, and so on.
Infusionsoft offers a bit more in addition to these tools, including analytics and reports, but the overall essence of Infusionsoft is these functions—though it depends on what you’re paying for. CRM and marketing automation are standard tools for even the lowest pricing plan, and you need to pay more to get the other two—but more on that later.
Infusionsoft Review Highlights
There are some of Infusionsoft’s main highlights—keep reading to learn more about them!
- Campaign builder tool: this is the core of Infusionsoft’s marketing automation.
- Tagging: gives you the ability to record easily searchable information about your contacts.
- Dashboard(s): so all your contact database information is in one place.
- Comprehensive customer support
- Lead scoring: related to tagging, it’s segmenting your contact lists into groups that make sense to you, so you know which leads are most likely to become customers.
Let’s go with the good news first! Infusionsoft has quite a few positive assets.
The campaign builder is what lets you automate your marketing, and it’s pretty well done: it’s easy to use, easy to understand, and effective. This tool is easily one of my favorite things about Infusionsoft. From complex email autoresponder sequences and automatically assigning tasks to your staff, to tagging contacts with custom information and triggering communications based on the contacts’ behaviors and interactions with you—it’s all done in the Infusionsoft Campaign Builder.
The contact list and management section of the software is a good combination of simple and strong. For me, it does everything I want it to, and it’s very easy to organize and manage all contacts. Both lead scoring and tagging are easy: the contact lists make it easy to add tags and lead scores, so you can segment and categorize your contacts any way you want. With lead scoring and tagging, you can search through and target contacts with tremendous ease. Tagging in particular is a hugely underrated (and undersold!) Infusionsoft tool. If you don’t set it up right, tagging and managing contacts can be a huge pain. However, if you have a solid onboarding and make sure to spend time setting up the tagging tool, it’s hard to imagine using Infusionsoft without it. In fact, it practically defines the CRM feature.
The dashboard and My Day features are nice ways of simplifying a complicated software.
On that note, Infusionsoft is overall easy to use, especially considering how many things it’s packaging together. The toolbar is streamlined and useful.
Customer support is very solid for Infusionsoft too—reps are very helpful and the on-site documentation is great.
The Infusionsoft community is strong, and that means both using the marketplace and finding answers to questions are made easier.
As a whole, Infusionsoft is generally stable and seldom malfunctions. When it does, their team is always on top of it. Best of all, the different functions (contact management and marketing, marketing and Ecommerce, etc) speak to each other and integrate smoothly.
The more you do, the higher the chance of flaws, and Infusionsoft is a good example of that.
To begin with, Infusionsoft’s pricing is a bit high, especially considering the onboarding fee. In the scheme of things it can provide a return on investment, but if you’re considering the jump for the first time, it might be somewhat intimidating.
If you’re considering it just for email marketing automation, like sending out newsletters and setting up simple autoresponder sequences, Infusionsoft might be overkill for you. A simple email marketing software like AWeber, MailChimp or Constant Contact might be a better fit.
A common complaint from Infusionsoft users is that they only used 1% of the software and they weren’t getting the most out of it, especially considering the price. Our clients at Just Digital who have Infusionsoft or have left Infusionsoft echo that sentiment. It can be cumbersome and confusing for small businesses, a sad irony as that’s Infusionsoft’s main demographic.
Also, as valuable as their email marketing is, I do wish Infusionsoft made it easier to market on social media. Basic social media automation like what Hootsuite or Buffer provide would be a huge advantage! But overall, it seems they really aren’t built for the social media marketing era aside from having tools to collect leads. As it stands now, you have to go out of your way with integrations, and it could be more natural to use a first party service for social media marketing.
I think their sales automation tool is a bit lackluster. It doesn’t need to be intensely feature-filled, but could compete better with the likes of Hubspot Sales and other sales pipeline management softwares. This is probably the most cumbersome sales tool we’ve used at Just Digital (or haven’t used because it’s not simple enough). The automation is not nimble enough to change with the fast moving pace of a deal, and the tools aren’t easy to get in and out of. For sales reps who by nature hate updating their CRM’s, Infusionsoft can seem like a drag.
Functional email integration with major email clients like Gmail and Outlook is also lacking. Other competing softwares allow you to log your standard day-to day one-off emails (like customer service emails sent from your outlook) to your CRM which allows you to have a consolidated contact record for future reference. Though they have add-ons, they’re extremely buggy and not maintained. You end up wasting more time trying to get them to work than you actually save in the long run. Note: This is not an indicator of their marketing automation and email marketing tools, which are phenomenal.
Despite being overall user-friendly, some aspects of the software are less accessible and better suited for those with a bit more tech proficiency.
I also think they should have a greater variety of templates and themes in all areas. We give them credit for making updates to their email templates and landing page builder though. Both are now responsive, mobile friendly, and overall their designs are headed in the right direction.
Overview of Infusionsoft’s Features.
Like I’ve said, Infusionsoft is a software with many features—it’s a multitool. Now, each of the four staple features—Marketing, CRM, Sales, and E-commerce—have their own sub tools. To navigate Infusionsoft is to navigate a bunch of sections and subsections.
I’ll be going into these staple features in more detail with separate sections, but to keep things from getting overbearing, let’s set the context with an overview.
So, big feature #1: Marketing, which focuses on the campaign builder and email marketing, also has this thing called lead sourcing and templates. The thing that’s important to keep in mind is that you can apply the marketing tools to emails, snail mail, and faxes, but the integration to social media isn’t there by default. You can also create landing pages to capture leads, create HTML forms to integrate with your website or other tools, and automate a variety of functions and tasks within the software itself.
The second big feature, which is also a standard feature: CRM, or the contact management tool. This lets you take care of organizing contact records, see web and email activity (see what pages they clicked, what emailed they opened), organize companies, affiliates, opportunities, and visitors. I’ll describe it more in a later section, but think of it as a phenomenal contact app (or phone book if you’re old school) with a ton of tools.
These two standard features are overall pretty good. The campaign builder is one of the best sub-tools, and it practically defines the core marketing software. The contact management tool isn’t lacking either. It’s all in all easy to use and blends in well with marketing automation.
Sales automation tools are centered around making it easier to turn a prospect into a customer by streamlining and automating some of the sales processes. Using Infusionsoft’s sales automation service involves a lot of crossover work with contact management and marketing portions of the software.
Finally, the E-commerce tool consists of 6 subsections: products, meaning what products you sell, their pricing, descriptions, etc; design, or how your order forms and online store looks; checkout, how people actually pay; payment, which entails integration with most major merchant processors; promotions, which lets you set discounts, free trials, and upsells; and shipping options.
Each of the four central features has a reports tool that’s really easy to access and provides essential information. I found to be pretty comprehensive. There have been times I wished things looked a little spicier from the user interface design perspective because the presentation is just a little bland. Still, that’s a minor flaw and I think essential information is conveyed and in a variety of formats, between all the major tools.
Now, aside from these big four, there are some other neat things Infusionsoft can do.
One of them is called Infusionsoft API, and basically it lets you integrate Infusionsoft with other applications you use if you have or can hire a developer, or if your third party software offers an integration with Infusionsoft (which a lot do). This is something I make good use of and appreciate as a user. I like Infusionsoft’s centralization, but I don’t find some of their tools powerful or nimble enough for my business needs.
Infusionsoft Marketplace is also handy. It’s basically the place you go to when you need to find extra integrations to incorporate into your Infusionsoft platform. For example, if you like the email autoresponding and email marketing automation, but want to go beyond the medium of email, you can add integrations for SMS texting marketing automation, and so on.
The Infusionsoft Dashboard is a simple and nicely done component of the software. It’s customizable and can make it pretty easy to manage your already centralized work. There’s a second tool called My Day, which is basically a second, goal-oriented dashboard as far as I’m concerned. My Day is pretty solid too, and might even be a better dashboard than the first one depending on your tastes and workflow.
Finally, Infusionsoft does indeed have a mobile app (iOS, Android), as well as a mobile card reader—this is kind of a necessity on their part, seeing as how they offer E-commerce software, but hey, I’m not complaining. Ironically, I think Infusionsoft looks better on the mobile app than the desktop, but that might just be me. Though it may not be ideal managing your heavy duty tasks through the app, such as creating campaigns and sending emails, it’s nonetheless a handy tool to be able to access your data anywhere.
All in all, Infusionsoft is complicated software that offers a lot, but think of it as offering 4 big things, two of them default for any account and the last two optional, along with integrations to third party software and analytics.
Infusionsoft is sometimes criticized for being a bit expensive. Is it? Their previous pricing structure started in the hundreds of dollars per month depending on contact list size and email volume, plus a hefty (and mandatory) onboarding fee of $2,000. So honestly, it was overpriced, especially for those who didn’t use all the features to the fullest. In the scheme of things, and with updated pricing structures, product updates and stellar customer service, it can provide a good return on investment, so don’t dismiss it just yet!
Interestingly, Infusionsoft doesn’t follow the more typical two or three-tiered approach that most similar solutions have. Instead, you start off with a baseline price of what used to be $99 a month and is now a promotional $50 a month. However, you may want to check again—just a couple weeks ago it was $70, and when we got it a long time ago, it was $199 a month. To make these examples easier, I’m using the current pricing.
The baseline price includes contact management/CRM and marketing automation tools. You also get up to 500 contacts with this basic account.
What increases the price is your addition of the max number of contacts, the addition of the sales pipeline/automation tool, and/or the addition of the e-commerce tool. Everyone’s price will depend on their selected combination of features.
The absolute bare minimum, as said, would be $50 per month (for now), with the CRM and marketing automation tools and up to 500 contacts. The absolute maximum, with all four main tools—CRM, marketing automation, sales pipelines, and ecommerce—and a max of 100,000 contacts, would cost $517 a month on old standard price and $259 on the promotional pricing.
If you want all four of the main tools but think you’ll need a smaller max number of contacts, your price would be $109 with a 500 cap and $119 with an upper limit of 1,000 contacts.
I encourage you to find the price you think best matches your situation—you can do it on their official pricing page here.
Aside from the normal monthly or yearly payments, Infusionsoft also has you pay a one-time fee of $1,999 for a program called Kickstart. At the time of writing, they’ve dropped the price to $249. Holiday cheer aside, the onboarding fee isn’t cheap and there’s not really a way around that—it’s a solid program that would help you get very familiar with the ins and outs of the software, but not everyone appreciates being forced to cough up so much for training.
Just a side note: to “order” Infusionsoft, you can’t just fill out a form on their site, pay, and go. Instead, you’ll need to call or email their team to go through with the purchase.
Is there a free trial? There are three types of demos available. After filling out a form that will ask your basic contact info, including your company, you can access a regular online demo, a live 30-min webinar demo with a Q&A, or a 1:1 personalized demo with a guided tour of the software.
What about changing pricing plans? Yes, you can, you just need to contact your rep.
All in all, Infusionsoft has a pretty unique pricing structure that relies a lot on contact with a rep. It’s not necessarily too expensive, but to make more out of the multitool, and depending on your needs, it can rack up quite a bit—not to mention Kickstart can put a dent in your marketing budget, a dent you could put into good use elsewhere.
Despite this, don’t be disheartened! It’s way cheaper than it used to be. Infusionsoft has a lot to offer, and while expensiveness is relative to your business and ROI, it’s not as pricey as it may seem at first. If automating your business can save you 10 hours a week AND bring you more leads and sales, would it be worth it? For our business and for our clients, it definitely is.
Marketing Tools: Marketing Automation and Email Marketing
Infusionsoft’s marketing tool is not only one of its four staple tools, it’s one of Infusionsoft’s best assets.
The key marketing automation feature of Infusionsoft is the campaign builder. This is arguably one of Infusionsoft’s strongest tools, and I like it not only because of its ability, but because it is very user-friendly.
What is it? Well, it’s basically the tool that lets you build marketing and sales processes—from your emails to your actual landing page. Hence, you create and edit a “campaign.”
A list of your campaigns will make it easy to select and modify previously established automations. Each name is custom to the user and is easily editable.
You can click on an old one or make a new one very easily—it’s as simple as any other online editor, you just click and go.
Basically, you edit the campaign in a giant graph called the canvas. The campaigns will be varyingly complex depending on your needs.
On the side bar are the goals, which basically are the things you want your contact to do—for example, a web form. These goals either trigger the sequence or stop it. Sequences are the reactions to the goals—the processes that get activated when a goal is accomplished.
As you arrange the combination appropriate to your business needs, you may find yourself building campaigns of increasing complexity.
You can of course, at any point, save it as a draft, publish it, unpublish it, duplicate it, and so on. These sequences tend to be static and automated tasks you want to repeat over and over again.
For example, say you have a free report on your website: you’d start with a Web Form Submitted Goal, then deliver the free report via email, apply a tag so the person’s contact record says something like “Free Report Subscriber”, and send follow up emails for 7 days and offer your product/ service with a link to buy through the ecommerce feature. If they don’t buy, you could automatically push the contact into a sequence that follows up with them with valuable information over a period of say 3 months, throughout which you make offers and nudge them to contact you or buy something from you. The process would be the same for Johnny who opted-in in March as it would be for Mary who opted in in July. The process is automated and doesn’t change much.
All of this stuff is closely tied to the email marketing sub-tool. Simply put, the emailing tools of the marketing feature are meant to let you efficiently reach a wide audience with “email broadcasts.”
If you want to start by composing an email, it’s pretty simple.
You can build emails in a few different ways, but I would expect most users would go for the drag and drop builder like me. In this example, I’m using a pre-made template rather than a blank one.
It’s a solid builder that anyone can use to handily edit the emails. The templates aren’t bad, but it’s not a particularly robust selection of templates. It’ll get the job done, and you can edit them as you wish, but I think they should have a wider selection.
As with the three other “staples” of Infusionsoft, you can access marketing reports, and while I don’t think they’re phenomenally well made, they present what you need to know, especially as they cover a range of topics. You can see reports on lead source conversion rates, reports on how your traffic is filling out your web forms, return on investment reports by lead source, and literally dozens of other subjects.
Another marketing automation tool Infusionsoft offers is lead generation: basically, this is the tool that lets you manage your lead sources. Lead sources are the channels through which you got your lead, or someone who’s reached your site. Adding search engine optimization words to increase traffic, for example, relies on search engines being the key lead source.
Infusionsoft automatically creates lead sources through Infusionsoft tracking codes you’ve embedded throughout your sites, similar to how you would install Google Analytics or your Facebook Pixel, and they’re tracked automatically for your viewing. You can also make them manually for the sources that isn’t automatically tracked—those would be the offline sources. Lead sourcing works in tandem with the contact management feature, as contacts created from filling out forms on your site will automatically get lead sources attached, and you’ll want to add lead sources to offline contacts. This comes in handy if you’re trying to run a report of where your leads are coming from and calculating your ROI from those channels.
Overall, the marketing feature is pretty solid, and while I wouldn’t suggest taking on Infusionsoft only for its marketing tools, they definitely make Infusionsoft as a whole much more attractive. It’s a good thing they’re guaranteed with the lowest price.
As far as contact management goes, Infusionsoft is pretty solid.
Viewing already added contacts and editing them is very intuitive. If you want to change something, it’s as straightforward as clicking the name. You can also re-order the list format as you want, and whenever your cursor hovers over the contact, there will be a series of options pertaining to that contact you can choose from (see below).
This brings us to one of the most important CRM tools: tagging.
What is tagging? Well, it’s exactly what it sounds like. Assigning a tag to a contact means giving it a marketing label. This is pretty handy because you’ll need it to group your contacts more specifically, and you’ll want to do that primarily to market with better precision. They’re also very helpful in making searching more precise, and perhaps with the general psychology of understanding your contacts. However, don’t think it’s all manual: you could be dealing with hundreds of contacts, so you need to set up campaigns that will create or remove tags automatically. You can also create tag categories, so it’s a great tool in that it lets you segment contacts as you see fit. Tagging is a huge pain if it’s not set up properly—just as you’d expect with a lot of contacts. But if you pay good attention to the set up and make sure to use the feature, you’ll find it’s incredibly useful and a huge asset to your Infusionsoft.
Of course, what are tags without their contacts? If you want to add a new contact, it’s pretty easy: you just need to move your cursor to the “contacts” drop-down menu on the far left and select “New Contact.”
If this looks a little excessive to you, don’t worry. This is in fact the advanced contact form, and the drop-down menu underneath the heading will let you change to an easier, basic form.
The same essential format is the same for adding companies and referral partners/affiliates, though naturally you’ll be filling out some different things.
Contacts can also be imported via an excel or .csv file, handy if you’re importing customer lists from say Quickbooks, or moving an email list from something like Constant Contact or Mailchimp.
Contacts are also added to your CRM through the web forms on your website, landing pages, etc. If someone downloads something on your website, they’re automatically put into the software.
Viewing reports for referral partners and sales is another tool covered in the CRM function.
The CRM side of Infusionsoft is overall comprehensive enough to get the job done, and it blends in well with the other tools—specifically marketing automation. I might not suggest Infusionsoft for those looking solely for strong contact management capabilities, but it remains a strong tool overall and especially so in combination with the other tools.
Infusionsoft Ecommerce and Sales Automation
Let’s look at the last two major tools that Infusionsoft offers in its package.
These two aren’t terrible, but I wouldn’t exactly say they’re stellar either. Between the two though, I find the E-Commerce function pretty sturdy, whereas their sales automation doesn’t do enough for my business needs.
Anyway, the E-Commerce area has six main subcategories for you to work in.
All of these things do exactly what they sound like. You basically use these to manage your ecommerce store.
This part of the software relies less on the easier drag and drop features seen in the marketing section. To manage these basically consists of filling in lots of forms and toggling between different options.
Pictured below is the page for editing the shopping cart layout.
As you can see, it’s a little less “hands on” than one may expect. Then again, if you consider the gist of Infusionsoft, automation all day every day, this is something of a blessing and makes managing the storefront a lot easier.
To edit themes for shopping carts or order forms, you might find a little less user friendliness than is ideal. To manage the themes for these shopping carts and order forms, you’ll need to get code-friendly.
I think the E-commerce tool could be more complete. Again, it’s important to keep in mind that many companies such as Shopify are entirely dedicated to providing E-commerce software. It can therefore be a little hard to determine where Infusionsoft is giving a fair amount for the price or not—relative to the fact that it’s just one tool among a few others, is Infusionsoft’s E-commerce software giving enough?
Personally, I would say yes. It’s definitely not Shopify, and those who want to have a lot more control over their E-shops may want to look into finding another SaaS solution and integrate their Infusionsoft with that, rather than pay the money to add the tool to their Infusionsoft package. However, I think it integrates well with the other Infusionsoft tools and with other third party software that I use. It’s relatively inexpensive when I consider the greater degree of control I get, and in the end, I’m using Infusionsoft to have a multitool, not an E-commerce solution. I love that I can setup sophisticated email campaigns, sell stuff, get paid, and update my customer information, all within the same platform.
Despite this, even being generous I think their ecommerce features are a 3.5 out of 5. They lack features and design options to make it a true ecommerce solution. But their backbone – payment processor integration and integration with the CRM to robustly store customer information—makes it worthwhile.
Infusionsoft’s sales automation is the engine that works on clearing the path from prospect to customer, at least that’s how they position it. I’ve personally found it very lackluster, cumbersome, and just a minor addition to their CRM and E-commerce features. It’s just a subset of their navigation and menu options that allow you to create deal opportunities, create tasks for follow ups, score the leads, and send one off quotes with option payments. Their visual layouts make it harder for you to visualize the sales pipeline. Their lack of integration with day-to-day emails from Gmail or Outlook make sales reps less likely to actually use the software to update potential deals. This knocks the overall score down a bit. The sales automation portion of Infusionsoft would get a 3 out of 5 in my opinion. Though they are a somewhat useful set of features, it’s not a full sales pipeline management software.
In any case, I might not personally recommend adding the sales automation tool to your package, but if you really need to go for the all-in-one and centralization first, I don’t think you’ll be hurt. Even then though, I would guess you’ll end up unsubscribing or simply not using it as you grow used to managing your business.
Overall, sales automation and e-commerce are solid features, but may not be robust enough for everyone’s needs nor the main reason you should consider Infusionsoft.
Is Infusionsoft Easy to Use?
Overall, Infusionsoft is an easy to use platform if you actually commit to implementing it. This is especially true if you compare it to the other alternatives out there in this class, such as Marketo, Hubspot Marketing, or Salesforce. I’ll give it some credit for being a more centralized platform offering different services—I think that makes some user experience issues here and there more defensible. Maybe Infusionsoft does the best it can in simplifying a complicated combination of tools.
It has been a little difficult for me to distinguish aesthetic grievances from ease of use grievances. It can at times be bland, and it feels like the majority of usage involves filling out drab forms—the result is a sometimes not so user-friendly vibe. However, most of the time it is, at least upon closer look, straightforward.
It’s a code-friendly SaaS platform, and many things—such as editing email templates—allow you to enter a code builder rather than a more basic template editor. However, day-to-day usage probably won’t require any programming knowledge.
There are also quite a few aspects of Infusionsoft that are much appreciated as far as usability goes.
The toolbar at the very top is very handy. My Nav lets you navigate to the most important pages pretty quickly, if you don’t want to by the tools’ subsections.
You can also customize what’s in your My Nav drop down menu. In addition to the My Nav section of the toolbar, you can also easily access the help center from the tool bar (represented by the question mark icon on the extreme right) and the “Your favorites” section of the toolbar (represented by the star icon in the middle) is also customizable, so you can bookmark the most important pages.
I’ll get to it soon, but a solid on-site documentation and customer service makes using the software much more manageable for those with less experience in digital marketing.
Being able to customize the main Dashboard and the My Day tool (which is basically a second dashboard) can potentially make your experience using the software friendlier as well.
Finally, two of the key Infusionsoft features are very intuitive: the campaign builder and email builder. Employing a drag and drop rather as opposed to relying 100% on text-only form-filling is great, especially as it deals with processes that might be a bit hard to visualize. The campaign builder presents a great way of simplifying complicated marketing automations and the email builder take emailing to a new level.
All in all, Infusionsoft is by its nature complicated and dense, and while it may sometimes be a bit intimidating, it is still overall easy to use. Plus, hypothetically speaking, if you buy the software, you’re also going to be buying training for the software through the Kickstart program.
Infusionsoft Customer Support
Customer support is easily one of Infusionsoft’s good points. Why? Well, because at worst there isn’t a whole lot to complain about, and at best, the provided resources will go above and beyond in assisting you.
There are a few main resources provided: a live chat feature; user groups, which are area-based groups; a community forum, and a help center. There’s also an Infusionsoft university, but you’ll have to cough up a little extra for it.
The community forum lets you look at what other users have posted (including questions, not just tips), the cool things other users have accomplished, and so on. You may or may not like it depending on your tastes, but it’s a good resource to have.
The help center is a pretty solid as well—it’s a big repository of information.
It’s basically the core on-site documentation. Information is grouped in a variety of ways and via a variety of formats. They really love their videos and webinars here, so just a hint for anyone else who prefers to read text and image articles instead of watch videos: check out the user guides tab first.
I have also found the support chat/live chat to be pretty reliable. It opens as a small pop up window with a search bar that will pull up relevant articles, which is pretty handy—it’s a quick way of accessing things without having to go to the help center.
When you do choose to begin a chat, I’ve found them to be very responsive and helpful.
When I have more in depth problems, I’ve generally found the customer service to be great. Aside from basic answers to questions, I’ve even had representatives record videos for me for more complicated problems.
All things considered, customer support is one of the strong sides of Infusionsoft. There’s a solid community, good documentation on-site, and helpful representatives for direct person to person support.
Do I Need Infusionsoft?
Infusionsoft advertises itself as a service for small businesses: their pricing page reads “our official company purpose is to help small businesses succeed.” It’s not intended to be a tool that catches everyone: there is a specific demographic of entrepreneur Infusionsoft is angling for.
But if you’re a small business owner, will you really find Infusionsoft that helpful?
The main takeaway of Infusionsoft is it’s a marketing multi-tool aimed at helping you automate essential parts of your business. It depends on what you’re paying for, but for the most part you’ll be working with at least two or three major tools from the same platform.
If you’re a small business that’s found itself spread too thinly across different services—using A for your e-commerce solution, B for your email auto-responding and marketing, C for your CRM, etc—and you want to centralize your online business, I think Infusionsoft would be a good bet. If this is the case, keep in mind you’ll probably be paying a bit extra for three to four main features rather than the default two, but the time you save by not having things in 17 different places will far exceed the monthly fee.
I would also recommend it to those who are making the jump from brick and mortar stores to the internet. There will indeed be something of a learning curve but it’s still user-friendly, and it’ll do a good job of integrating tools that could otherwise be a big hassle to use separately.
Infusionsoft Review Conclusion
Infusionsoft is not easy. It’s so expansive that they make you pay a fee to onboard and learn how to use the software. There are a lot of things you can do with it and once you get past the learning curve, it’s largely manageable. Customer support is pretty solid and goes a long way, and some features—campaign building and tagging, for instance—make automating easy.
When someone says Infusionsoft is a multitool, it’s an apt description. If you get a Swiss army knife, you aren’t getting it solely for the scissors, or the knife, or the bottle opener. No, if you want good scissors, you’ll buy a big pair of hi-tech scissors with laser targeting. The Swiss army knife’s tools are on their own not what make you buy the product: it’s the fact that they are all packaged together and can still hold their own that makes it solid. The same applies to Infusionsoft: its sales automation and ecommerce functions are not on their own powerfully packaged software.
But when it’s all put together, it’s a pretty good SaaS solution, especially with the CRM and marketing automation features. It does what it’s supposed to, and certainly makes managing my business much more streamlined. All said and done, it’s a pretty fair 4/5.
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