These people do.

The social sentiment aggregator, Amplicate, has collected hundreds of tweets about Infusionsoft and 9/10 people agree that Infusionsoft flat-out rocks. As for the other person, they probably weren’t ready to use such a powerful email marketing app.

Infusionsoft is a company built on customer service. By offering a consumer-friendly free trial and month-to-month service, their users choose to keep Infusionsoft because of the great customer support, friendly staff and quality software that just works.

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After reviewing and addressing several claims that Infusionsoft is a scam, I must beg the question — what is the scam? In this entry, I’ll uncover some of the fear, uncertainty and doubt some naysayers have to say about Infusionsoft.

Before I get into it, I want to clearly preface the tone and sentiment in this piece: Perception is huge in the eyes of prospective and new users; there’s usually very little any company can do to change that. We aim to provide excellent features, awesome service and fair policies that resonate with all users and entrepreneurs. It’s understandable some people may not necessarily agree with them. We respect those comments and would like to offer a counterpoint to the allegations ‘Infusionsoft is a scam’ statement that a few unhappy users have stated.

To get started, let’s think about what exactly “is” Infusionsoft:

Infusionsoft is an online, web-based software application that provides email marketing, CRM and e-commerce features. Infusionsoft charges a simple monthly fee for their services and provides optional consulting services for users who wish to not set the software up on their own. The software is relatively vast, powerful and sometimes even a bit intimidating with all its features under the hood. Whether you like it or not — everyone seems to nod their head to the fact that Infusionsoft is powerful.

The definition of “scam” is:

“a confidence game or other fraudulent scheme, esp. for making a quick profit; swindle.”
(source)

With that in mind, let’s talk about it.

Infusionsoft does a good job of plainly disclosing and explaining the features on the website. No fluff or marketing hype – it is what it is. Infusionsoft also has a considerably easy-to-read Acceptable Use Policy and a very friendly Billing Policy. These policies are made available for new users before they purchase service and like any other legal contract, you are expected to read it and ask questions. Infusionsoft’s site focuses users are reviewing, evaluating and confirming their interest in Infusionsoft before they sign up. They do this with both a product overview (an intro, so to speak) and a longer-form demo.

Infusionsoft also has unlimited technical support, frequently-updated online support and training videos, social media accessibility and an impressive A+ rating with the Better Business Bureau (BBB) of Arizona.

There must be a scam somewhere in this …

Infusionsoft also provides a no-BS 15-day free trial for people who want to get into the software without risk. Infusionsoft does not charge subscription fees automatically until you authorize them to. If you don’t want to use it, don’t use it. However, in those two weeks, you should be able to form an adequate opinion and review Infusionsoft against your business’ needs.

From the comments that I’ve reviewed, reached out to and addressed their concerns with, the issue in 99% of the time came down to enlarged expectations they had in the service or the degree of hand-holding Infusionsoft would do. It’s not that Infusionsoft necessarily omitted this information; instead, those upset users made assumptions and didn’t ask questions. We’ve since captured this feedback and make an even higher effort to reinforce the expectations of what people get with Infusionsoft. Again, this doesn’t point to the so-called “scam” in the service, company or product.

So what else can it be?

Guilt. Look, we’ve all done it … whether it’s a car, a TV or pricey gadget … we’ve all had to answer to our bank accounts (or spouses).

It’s much easier to pass the blame, feel entitled to a refund and get emotionally caught up because of a few others on the web mentioned it was a scam, too. You see, that in itself is successful viral marketing because people who are unsure of their recent investment often seek reviews/complaints about a given service or product. This is where it breaks down — instead of taking the uncertainty and applying their energy into making Infusionsoft work for them — they decide to do a few Google searches and spew more anonymous vitriol for others.

So how you do you not be ‘scammed’ in this regard?

You take action. You invest the time necessary to position your business for growth. Ask questions. Apply yourself and follow the guidance from the staff at Infusionsoft. They’ve helped thousands of small businesses like yours and are equipped to give you the right information at the right time so you can grow. That’s really it. No other science or rhyme to it.

Infusionsoft has shifted their business model to open up their software to more people. Along with the changes in the business model, Infusionsoft has improved their customer service operations. The way it works is every new user is assigned an account manager who guides them through the success path in using the software. In addition, they are the point of contact for any account questions or concerns and are happy to help pick you up if you fall. Not only that, technical support is there to be able to address technical questions about Infusionsoft and be your advocate in your usage of Infusionsoft. These changes amount to a great experience for Infusionsoft users — no scam here, either.

In conclusion, Infusionsoft is a reputable, caring and helpful software company that focuses on the needs of small businesses. Look at this way, there are a lot of views and opinions on the web — are you willing to let your business’ success or failure depend on the backs of another persons’ lack of initiative? I think not.

Hold us to it! If you wish to share YOUR story about Infusionsoft, shoot an email success@infusionsoft.com and we’ll share it here.

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Bryan Dulaney from JVEruption posted a thorough review and shares feedback on his review of  Infusionsoft. I wanted to pick it apart and speak to a few topics that he raised about Infusionsoft.

I don’t know how else to say it but to say it: you got to automate your business if you want to make serious cash. Anyone who is spending time managing their e-mail database manually is either not too bright or simply incredibly stubborn. Add to that manually processing sales and you’ll definitely be operating your business in the dark ages. It simply doesn’t make sense to operate your business in any other way other than complete automation. This is exactly the leverage that InfusionSoft gives you with their comprehensive software services. I liken it to Ron Popeil’s “set it and forget” mantra as this is pretty much what you end up doing with your website marketing efforts. You simply set up the program with your particular website information and e-mail database and the software does the rest. This software is incredibly invaluable and will guarantee that you take your business to the next level.

Bryan has a point — business is not just about choosing a solution and sticking with it, it’s about the amount of effort you pour into it and the results you get. Infusionsoft gets results! Infusionsoft is that intelligent marketing solution that makes all these systems talk to each other.

Like many have discovered, the software is so powerful, it takes a bit of configuration and setting up to be able to rest comfortably. This is where he shares the less than favorable side of powerful CRM, email marketing and eCommerce software:

The only real downside to using InfusionSoft is that you may have to manually set a lot of the systems up the first time you begin using it. This can be pretty time consuming and may even make you bang your head against the wall couple of times, but once you get everything up and running you’ll make up the time spent very quickly as the software begins to do its work.

This is true, new customers need to budget time to learn the interface (we try to be intuitive), practice with how follow up sequences work and toy with your first campaign before digging into the meat of the business. Following the first week or so, you should be ready to hit the big switch and turn on automation for your business. We’re always improving and making the software more valuable, intuitive and exciting. We do this by accepting top ideas from customers, reviewing customer surveys and simply just being plugged into the needs of entrepreneurs and small businesses.

He concludes –

Simply put, I’m a fan. If you’re serious about having a business that runs like a well oiled machine, then you need to automate it. Personally, I can’t think of any better service out there to do this than InfusionSoft.

Thanks, Bryan, for this great review. We can’t wait to hear of your success and transform your business into a case study!

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For people considering Infusionsoft, a major obstacle was the upfront price which was required to pay for consulting. These consulting services are now optional for Infusionsoft customers, which is a huge benefit for everyone involved. Infusionsoft relaxed their offering to be more realistic for entrepreneurs to attain the software and grow their business on their terms.

A few quick benefits for these changes that new and existing customers can expect:

• If you’re a Pro, you can pass Go! — That is, if you know what you’re doing or are familiar with the needs of configuring a small business CRM application, shopping cart software or email marketing campaigns, you can be up and running in a matter of minutes. No worries if you’re not a pro, as plenty of helpful resources and friendly customer service representatives are standing by to help.
• No B.S.! — Most CRM solutions out there has fine print, hidden charges or otherwise unauthorized, unexpected fees. Not Infusionsoft, what you see is what you get. With the ability to upgrade, downgrade or cancel anytime, there is no risk, no problem.
• Customer Service Oriented Focused. — The new pricing changes will afford superior service that is unheard of in the marketing software industry. By allowing customers to choose exactly what services they want, when they want to upgrade and a very straightforward pricing plan, Infusionsoft users will receive substantially higher levels of customer service. It’s in Infusionsoft’s best interest to reward loyal customers and to earn the repeat business of new customers. How? A great product with amazing customer service.

To learn more about Infusionsoft’s pricing, pricing changes or overall price, visit their pricing page. If you need additional services, you may consider those options. Additional services are optional.

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