Disclosure: CRMAdvice is reader-supported. When you buy a CRM Software through links on our site, we may earn commissions.

Infusionsoft (Keap) CRM Review

Last updated: January 2, 2021

keap-ontraport-review

Mike Markus
He is a CRM software enthusiast/analyst and the co-founder of CRMAdvice.org. He studied MC-IT Course from Melbourne University. Software integration analysis experience working for Hewlett Packard.

Before we start reviewing, first lets understand what is Infusionsoft (Keap) CRM Software?

Infusionsoft (Keap) is a CRM and marketing software that allows its users to grow their business, increase sales and improve customer service.

Talking about Infusionsoft (Keap) CRM software specifically, their customer relationship management (CRM) service is one of the best for small size businesses.

keap-crm-software

Infusionsoft (Keap) CRM software is rated 8 out of 10 on CRMAdvice.org

This, Keap (Infusionsoft) CRM software should be your first choice when your business is:

  • offline business,
  • brick and mortar,
  • company with a sales team,
  • e-commerce business selling multiple products through shopping cart.

In this Infusionsoft (Keap) CRM software review, I will write about all the advantages and also things people on their payrolls won’t tell you about.

Infusionsoft (Keap) CRM Software Overview

Infusionsoft (Keap) CRM Pros:

1. Navigation
2. Searching
3. Fresh Campaign Builder
4. All-Day Response
5. Email Templates and Editor
6. Data Cleanup
7. Community

Infusionsoft (Keap) CRM Cons:

1. Reporting
2. The Order Forms Aren’t As Fancy As Advertised
3. When Infusionsoft (Keap) Mail Is On The Blacklist
4. No Split Testing
5. Infusionsoft (Keap) Web Analytics
6. Infusionsoft (Keap) Final Cost

How Much Startup and Monthly Costs? (Full Explanation)
Should You Use Infusionsoft (Keap) Long Term?
Conclusion

NEW USER EXPERIENCE: For The Average Person Complicated Without The Coaching Session
USABILITY: Easy To Use
CAMPAIGN BUILDER:  Simply Great
AUTOMATION: Highly Personalized With Incoming Leads/Contacts
EMAIL CONNECTION: Gmail and Outlook Inbox Automatically Updated
EMAIL TEMPLATES AND EDITOR:  That’s Great
COMMUNITY:  Very Helpful – Forums, Events, Conferences
REPORTS: Limited
LOAD TIME: 188ms
CUSTOMER EXPERIENCE: Keep All Client Interaction Data And History In One Place
SUPPORT: 24/7 Chat Support
CALL-IN SUPPORT: Monday-Friday, 6am – 7pm (MST)
MONTHLY RATES:  $24-$199
TRIAL: 14-Day Free Trial
OFFICIAL WEBSITE: www.Keap.com

How do you know if Infusionsoft (Keap) CRM software is the best fit for your kind of business?

Here’s the deal:

There are two sides to every coin – Infusionsoft (Keap) is no differenct.

It Has Its Upsides and Its Downsides

On a scale of 1 to 10, I like it so much to give it an 8.

keap-review

No software has the supreme overlord of idealism.

If your business fits, Infusionsoft (Keap) CRM software will be able to deliver most of the things you need for marketing.

It’s not a marketing hype or a paid word of mouth: it’s just reality.

If you choose Infusionsoft (Keap) CRM software for your business, chances are that you made the right selection.

Seems like Infusionsoft (Keap) CRM software is the right fit for your business?

You can get started by clicking here.

Infusionsoft (Keap) CRM Software Pros

It’s vital to point out that a majority of Infusionsoft (Keap) CRM software features are as expected of any marketing automation software.

It’s the way it delivers that makes this program stand out.

So, in no particular order, here are the pros I found when using Infusionsoft (Keap) for years…

1. Navigation

Infusionsoft (Keap) has raised the bar, compared to the versions it used to have.

Infusionsoft (Keap) is easy to get around and looks super.

Depending on your level of assimilation, it might take just a few moments to understand where everything is located.

This is how Infusionsoft (Keap) Dashboard (view when you’re logged in) looks like.

keap-dashboard

The Days When Options Were Hiding Are Long Gone

Main Navigation Menu is on the top left hand side, when you hover over Keap (earlier known as Infusionsoft) logo.

keap-main-navigation-menu

Each system:

  • Customer Relationship Management (CRM),
  • E-commerce,
  • Marketing,
  • and Admin.

Which mentioned above, has as an additional drop-down menu options, so you can EASILY keep an eye on daily performance etc.

keap-area-navigation

Clicking on the “Home” button gives you an access to:

keap-home-toolbar

  • Basic Training – learn fundamentals of Infusionsoft (Keap) CRM software through vieo tutorials.
  • Initial Setup – make changes and edits for any section on this screen.
  • By clicking on Dashboard you return to Dashboard (the picture above).
  • My Day option to manage daily tasks, appointments, events and meetings.
  • Recent, it displays you a list of the last few pages a user has viewed.

keap-recently-viewed

Next one is a star icon, when clicking – My Favorites opens up – that is a great way to add links to websites you are frequently visiting (e.g. Facebook Ads Manager, company landing page).

keap-favourites

Next icon is Marketplace – there you can download free campaigns, connect with certified Infusionsoft (Keap) consultants and check out various 3-rd party integrations.

keap-marketplace

From My Profile you can customize your profile, manage account, switch between additional apps and log out.

infusionsoft-profile

At Infusionsoft (Keap) Help Center you can ask questions and participate in the Infusionsoft (Keap) Community where your questions are getting answered within hours.

infusionsoft-search
search2

Do you want to save your favorites in your app navigation?

There is a quick timesaver designed to help you keep track of your often-visited pages.

E-commerce for example, setting everything up for it got really nice and smooth, because finally, every tool is in one place.

It involves six steps, after which you will be ready for business!

2. Searching

For most people, being able to search on a software platform should be given and it should be an easy task to do.

Have you ever been working with software and you need to find something – say contacts, proof of order, tasks, or your beloved affiliates?

Well, on the Infusionsoft (Keap) dashboard, there’s a box located at the top-right hand corner that literally helps you find all this information in the blink of an eye.

When clicking drop down arrow next to magnifying glass, you can select category to search:

  • Contacts – type contacts name to view matching profiles. They have a automatic drop down to quickly find the right one
  • Company – No drop down, instead type in the company name and press enter
  • Order – search by either order ID or contacts first name
  • Subscription – search by either subscription record ID or contact first name
  • Notes/Appointments/Tasks – search using contacts first name. You will be directed to a list of that contacts notes, appointments and tasks
  • Opporunity – search by contacts first name
  • Referral partner – search by contacts first name
  • With Contact Quick-Add you can quickly add new contacts to Infusionsoft (Keap).

infusionsoft-contact-quick-add

What’s more, it has an in-built ability to search for any contact or order and save the results in a report.

In the long run, the software’s CRM become intuitive and easy for employees to learn contact management.

3. Fresh Campaign Builder

This feature is not just something to die for, but it comes packing a lot of punches.

When Infusionsoft (Keap) launched the builder, it saw itself as the supreme overlord of the world.

If you think this might be the right thing for you, you’ll want to make an arrangement for a demo, so you could start using it.

All round, it’s a pretty useful and incredible feature.

keap-new-campaign-builder-700x363

That is coming with drag-and-drop campaign builder, which is letting you quickly map out style funnels and automation tasks.

Cool, isn’t it?

What’s even cooler is that this type of feature used to be available only for enterprise solutions like Hubspot, Eloqua and Marketo.

All priced more than $1500 a month.

It gets better:

Now Infusionsoft (Keap) Has It

And if that is something you are using, this could be a very important feature for you.

Again, what you can do is you can set up your entire campaign (means set of tasks to automate) in a way that you can see each step, then you can changing the step by dragging and dropping the content in a way that is best suitable for your campaign.

In my opinion it’s a great advantage and it makes everything much more easier. And it’s user friendly as well.

Thankfully, using campaign builder is the most intuitive feature to learn in Infusionsoft (Keap).

And its easy as well.

Trust me, it didn’t use to be so easy to use Infusionsoft (Keap), there were some jokes going around that the name of KEAP (earlier known as Infusionsoft) should be changed to Confusionsoft because all the complications it had.

You can set up landing pages, auto-responders and also the web forms – all in campaign builder.

4. All-Day Response

Being available 24/7 to answer customer’s questions is a life-saving provision.

Regardless of your country, you do not have to be put on hold for 30 minutes before a representative is ready to answer your questions.

customer-support

As a matter of fact, access is usually quicker during the night.

That means if you are the kind of person that pulls off all-nighters, you are bound to make steady progress compared to those who work during the day.

The way I see it, this effort goes a long, long way.

That’s not all, though.

If you reside in the United Kingdom, they also have people there during normal business hours.

I used their live chat two times, one question for a Campaign builder as a partner and another simple an open-ended question on their front page.

Both times Customer Support Member was quick to help and got back with solution for my issue.

5. Email Templates and Editor

If you are an email addict like myself, you are going to love this mail’s editor.

This is a major concern, because it is one of the most used features on Infusionsoft (Keap) and just about every other marketing automation software.

keap-email-templates

There is the option to use heavy HTML emails.

I don’t know much about it because I am yet to use one. I am unsure whether it’s worth it, but you can definitely give it a try.

Infusionsoft (Keap) CRM software enables you to quickly set up and mail a broadcast.

Nevertheless, the email builder is NOT as mobile friendly as one would expect.

As for the template system, that’s great.

With two clicks, you have an email ready to edit and send.

If you are feeling creative, you can create personal templates and stash them away for later use.

It has spam assassin, and you can maintain multiple email addresses.

6. Data Cleanup

If you have never had a group of duplicates while using Infusionsoft (Keap), then maybe you have been using the beta version – insert smirk emoji here.

In case you didn’t know, there is now a way you can clean them up.

Yes, you can get rid of all the duplicates.

The feature is useful and in semblance to a database cleanup robot.

On their platform removing all your unengaged contracts from your current and future email marketing lists gets easy.

data-cleanup_604x254

Data clean up makes it really easy to manage long lists as well.

7. Community

As for the community events, Infusionsoft (Keap) is very creative when it comes to them.

The users and developer have forums that turn stones, connect, and throw insights.

keap-yearly-event

Are you a developer?

The events are even more right for you.

There are also local meet-ups and groups in which you can brainstorm and get to know k all the better.

We have mentioned SuccessCon before, haven’t we?

Yeah, it’s a big user conference that convenes speakers and packed with multiple breakout sessions for all the support you will ever need.

Infusionsoft (Keap) – you’re super awesome!

Now let’s talk about the things you’ve never heard of.

Infusionsoft (Keap) CRM Software Cons

Now, even though Infusionsoft (Keap) is one of the best pieces of software on the marketing automation block, it has its short comings.

What feedback I’ve got from you when answering to your questions has been that you respect the negative reviews more than the only-positive reviews you’ve always been reading about.

Without further ado, allow me to present not so awesome things about Infusionsoft (Keap).

1. Reporting

Infusionsoft (Keap) reporting options are limited.

Even thought they recently upgraded their campaign reporting but it still has missing parts.

Well, I must say how awesome reporting functionality Infusionsoft (Keap) has built.

All that because it used to be really complicated to see how the campaigns are doing, up until they released the new campaign reporting system – now there is a way to get the data.

Note: With Infusionsoft (Keap) CRM, you know exactly when campaign emails are getting clicked on, or are they actually getting opened.

It gets better:

You can now see all the statistics that gives you an option to analyze your campaign performances.

keap-reporting

It’s super-duper!

Two Important Reports Are Missing

Setting up everything separately requires a lot of work and time.

Furthermore, if you’re not tech savvy you probably don’t know which reports there are missing.

Quick Guide: Let’s dig deep and see which reports are missing.

First one is a report that would show you the data as one big and clear picture.

Now, in order for you to see that, you need start using a business dashboard, options are Supermetrics, Domo (picture below) or Cyfe – when using these you can have all your data visually seen in one place.

infusionsoft-domo-software_598x408

Getting the data from Infusionsoft (Keap) into Domo requires using API. (Data->API->Domo)

Secondly, in order for you to see those so-called conversion reports you need to be using third-party applications because you can’t track the data that will show the specific email that created the sale.

Lastly, the good news, when using Infusionsoft (Keap) you can now see which campaigns are actually making sales.

This shows you the most successful ones, and helps you to leave out the less successful ones.

Good job, Infusionsoft (Keap) CRM software team.

2. The Order Forms Aren’t As Fancy As Advertised

Infusionsoft (Keap) launched new order forms back in Summer many years ago.

The reports I was getting were not too bad to be honest, the forms looked good at the time.

infusionsoft-order-form1_1024x508
infusionsoft-order-form2_1024x505

The thing is, the brand has no provisions to let you host new order forms on your site.

They are doing this because they do not trust their customers enough to have their own secure site.

The older forms, on the other hand, are now labeled as “legacy” software.

Even though you can still use them on your domain as of now, it’s only a matter of time when you can’t use them anymore.

This means that really soon, all order forms have to be taken from ***.infusionsoft.com

This will definitely affect such things as:

  • branding,
  • conversion rates of your website,
  • tracking all your customers interactions.

It will affect many other things except one, which if you don’t have your own SSL or you do not want to invest heavily in securing your website, you have nothing to worry about.

Important! For tech guys it’s a big thing, for others, it doesn’t affect anything.

3. When KEAP Mail Is On The Blacklist

Infusionmail by KEAP is very useful, and that cannot be overemphasized.

The high volume email senders need to take note of this one.

The risk associated with using the service is if, one day, a scamster decided to do his dirty work.

Then a bunch of people fall victim and the email (www.Infusionsoft.com, now www.Keap.com) gets blacklisted, you and all the others are as good as screwed.

And you know what’s even worse?

Imagine when it happens while you are trying to launch new products or run a lifeline of a campaign.

The consequences, in the ordinary sense, can be disastrous – and there’s hardly anything anyone can do to reverse things up.

It takes a lot of time for the developers to fix the problems.

But while they are bursting at the seams, your delivery rates and affiliate programs can get messed up.

The good news is, generally, such things do not happen.

In fact, it almost never occurs.

Nonetheless, the platform has drastically improved in delivering emails as of now. With that, they’ve been doing a great job.

4. No Split Testing

Let’s say you want to split test your subject lines, landing pages or your emails – sad news – not in Infusionsoft (Keap).

The best toolkit for marketing automation users is PlusThis.

Great piece of software that fixes those missing parts within Infusionsoft (Keap).

5. Infusionsoft (Keap) Web Analytics

Simply said, Infusionsoft (Keap) web analytics are poor.

The brand decided to incorporate this feature back in Spring 2012, yes long time ago, but the experience is far from refreshing.

The numbers displayed for different categories are not always accurate.

It has remained so because the company has not been able to do anything to improve it.

My advice is do not rely on these numbers when you are tracking data to determine your conversion rates.

If you do, you will be entering one deep, muddy gutter you may not able to climb back out from.

What’s worse, you have to pay $49 per month for an additional third-party software to be able to track your lead sources.

Why would one have to pay such amount of money when the software itself should be capable of delivering accurate analytics?

6. Infusionsoft (Keap) Final Cost

If you think the basic monthly cost is all you have to worry about, then you are in for one hell of a monthly ride.

There are many other things you need to pay for before you can use them.

Most of the things we have previously said are missing in the software have to be bought with extra money.

There are some clever techies that have been able to create third-party software solutions, which they will not give you for free.

Cost of Using Goes Up

As they begin to acquire the smaller complementary software, it is likely that their prices will increase.

Platforms such as GroSocial is in the firm’s portfolio, and there’s no telling the price creep that will set in once they have control of basically everything.

List of things you need to pay extra:

  • Want to use all the text messaging capabilities? Be ready to pay extra.
  • Want to use real data analytics? Be ready to pay extra.
  • Want to be part of hassle free membership site CustomerHub? It’s really good but be ready to pay extra (30-day FREE trial)
  • Want better report with charting? Be ready to pay extra.

In my opinion, Infusionsoft (Keap) team of programmers have all the capabilities to develop all those features I mentioned, and then having those added in a basic product.

For some reason they haven’t done it, which means you need pay extra to third party software companies to have the functionality.

Mentioning again, you have to be ready to pay extra for those features.

I’m also more than sure that for most people those gadgets are not needed.

Now, even when I’m blaming them for doing this and that: missing some features, reports, cost of using it – Infusionsoft (Keap) is and will save you a lot of time and money in a long run.

That is a fact!

Once everything gets ready and steady, the automation itself will help you to make so much more money that the cost of using Infusionsoft (Keap) CRM software will be coins for you as the value you get from it is tremendous.

What to Expect From The Sales Experience and Setup Process

Getting in and simply buying the software is not a straightforward process.

Instead of doing so directly from the website, you will have to talk to a sales rep.

Either you put a phone call through or sign up for a demo on the website.

After that, you will be contacted.

The good news, however, is that one of Infusionsoft (Keap)’s core values is employing people with integrity.

That established, rest assured knowing that your sales experience has the possibility of being pleasant.

But have in mind that some of the sales people will tend to be pushy.

At the end of the day, it’s human nature to nearly go tooth and nail to make a single sale.

The sales rep are saddled with the responsibility of selling you the merits of Infusionsoft (Keap).

As such, they will not be eager to stoop low when you ask challenge their brand with other competitors such as ONTRAPORT.

How Much Startup and Monthly Costs? (Full Explanation)

If your business is not yet ready for Infusionsoft (Keap) CRM software, this could be a pain to a promising deal.

That’s because the cost is pretty sizey, but for a substantial reason.

Be as that may, this software’s competitors will charge you five times over.

infusionsoft-pricing

The monthly rates – which I must say are pocket-friendly, are between $39 to $99.

The private pricing can be arranged on special request.

These rates are what’s published on their official website.

Online Orders

If you take orders online, you need to have nothing less than the Delux E-Commerce package, going for $299 per month.

The deluxe gives you the opportunity to make money, take orders, run an affiliate program and so on.

At the end of the day, the pricing is not so bad.

Startup package costs range from $1,500 to $4,000.

Did those numbers have too many figures?

If you think so, it’s for a good cause.

Easier Beginning

Every new Keap (Infusionsoft) CRM software account has a kickstart package that makes provision for the essential coaching process.

It also walks you through the setup process, helps you get familiar with it, and teaches you how best to use it for your enterprise.

By now, you should gradually be understanding why Infusionsoft (Keap) costs so much money.

At the very least, the team guides you through the use process and helps set you all up.

It’s just that the Kickstart package does not include the first month subscription – that’s billed separately.

Did you swallow hard?

Don’t, because Infusionsoft (Keap) CRM software is one of the cheapest out there.

Look:

The brand collects the kickstart fee because they want you to actually know how to use the software.

They don’t want to be just another icon lying around on your desktop to be checked on once in a month.

This effort is part of the grand scheme to build a great brand with loyal customers.

Because it was a good deal for me, I believe you will not be disappointed too.

Here’s the kicker:

These guys have more than 30,000 loyal businesses and 180,000 people using them, a proof of the credibility of the brand’s retention rate.

Even if you are a quick learner, there’s a chance you make the mistakes trying to navigate the software.

In the end, you will realize that the money invested is actually poured into your business while you rest assured with peace of mind.

Should You Use Infusionsoft (Keap) Long Term?

After all said and done, it comes down to this supreme question.

First off, if your business falls within the categories:

  • offline business,
  • brick and mortar,
  • company with a sales team,
  • e-commerce business selling multiple products through shopping cart.

Then yes, you are good to go.

crm-yes

And as always, if you have any additional questions, scroll down to bottom and send me a quick message.

But if you don’t have any questions and it sounds like Infusionsoft (Keap) would be a great CRM tool for your business.

Start your free trial.

Conclusion

Again, the fact that I’m happy using it has nothing to do with you.

I want you to be 100% sure that Infusionsoft (Keap) CRM software really is a right fit for your business.

Only if you can confirm that, you can get started animating your marketing operations with Infusionsoft (Keap).

My conclusion so far, for example, if we take 10 days of using it:

  • 9-days – I’m high on life using Infusionsoft (Keap),
  • 1-day – not so much.

The CRM software works, but is it ideal?

No software is ideal. It is great value for your money.

In fact, the software can work for any business.

But is it for all businesses?

Capital NO!!!

Once you learn and set everything up (it will take time, there are no shortcuts), it will drastically grow your sales number.

For me, it did more than 70% in three months time.

NB! If Infusionsoft (Keap) seems to be a right fit for your business.

Take it and run.

(Thank me later!)

Features I have never used on Infusionsoft (Keap) include sales pipeline and their affiliate program for my vitamin business.

When speaking with others, I’ve heard great things about both.

With shopping cart though, it’s not a self hosted solution (means you can’t personalize your store according to your wish).

And I prefer to do that.

That is the reason why I use self-hosted platforms.

All the other features on Infusionsoft (Keap) – I constantly use them.

***Want to know something interesting about Infusionsoft (Keap)?

Infusionsoft (Keap) doesn’t do a great job of providing upfront info about their product but they do a great job of educating about business automation.

Well, that wasn’t quite what you were expecting, was it?

You can start learning from these articles:

If still any questions in your mind, go through a short review, or reach out to me, lets get your questions answered.

Our CRM Software Review Process:

  1. Using Each CRM Software for 5+ Years.
  2. Ran Multiple Businesses With All of Them.
  3. Attended their Events.
  4. Tested for Consulting Industry,
  5. Business or Life Coaching,
  6. Authors,
  7. Blogging,
  8. E-commerce,
  9. B2b Marketing & Sales,
  10. Offline Business.
  11. And for Pipeline Based Sales Model Business.
  12. Compared Usability, Cost & Value.