Infusionsoft – what is your biggest frustration or annoyance?

Mar 16, 2012

I love Infusionsoft* – and consider it to be one of the two key tools that all growing businesses need. However I also know that it can cause alot of annoyance or frustration for some… myself included. Here’s my #1 frustration with Infusionsoft.

And be sure to share you biggest frustrations, questions or challenges re: Infusionsoft.

28 Comments

  1. Josia

    Frustrated with incompetent support team and overcharging issues. Charges still coming after cancelation

    Reply
  2. nick_24

    IS is by far the most incompetent CRM I have ever worked with (out of 4). Now working with a SME, I know it is important to get your CRM right, but we as a company didn’t. I call a lot of Indian companies and IS just leaves numbers off the end making the number useless. Thank god I have kept the original database in ms excel, otherwise all my Indian data would be lost. Clunky interface, awful support, waste of money!

    Reply
  3. Brian Keith

    I’m implementing Infusionsoft for two clients and I regularly ask tech support questions they can’t answer and discover bugs they don’t know about.

    I know that this is part of their releasing the new version before it has been thoroughly tested, and that they will eventually know what can and can’t be done.

    If their sales person had told one of my clients about all the bugs and limited functionality with the new release, I may not have encouraged her to buy in.

    Case in point- you can’t access Infusionsoft from your iPhone while emailing people. The closest answer Infusionsoft has at this time is to buy Gmailcore (another monthly cost) and email everything to a gmail account as well.

    Highrise dealt with that just fine. Infusionsoft says they replace Highrise. They don’t. And now my client may stick with Highrise because of this issue while also implementing Infusionsoft.

    Reply
  4. Joe

    Their support is okay if you just write down the names of everyone you talk to and stay on the line to get your ticket #. Otherwise, they won’t create a ticket if you have a problem and you’re back at square one. Also, expect to have to get on them daily if you have an ongoing issue because they won’t get back to you. The big problem with their company is the developers don’t give a crap about the users and make changes to the program that don’t make any sense (anyone try to embed a web field in a hyperlink with a “Click Here” label?).

    Reply
  5. Cindy Morus

    The thing that frustrates me about Infusionsoft is that it’s sometimes hard to find directions for it to work with other popular programs out there.

    Encountering that this morning with trying to connect IS with Wishlist Member and we have to watch a video on on the WLM side  in order to complete the integration.

    Later, I decided to call IS to verify I had done it correctly and he told me he had never done anything with WLM.

    This is ridiculous! IS should get together with every one of it’s major vendors and co-create materials showing how to make them work together. Every step, every screen shot and then brand it and let the other company share on it’s website, too.

    That would really demonstrate excellent customer service!

    Reply
    • Anonymous

      yea – i agree this can be frustrating as we ran into some similar stuff a number of years back. from what I understand IFS allows people to create programs that “attach” to their system (i know that isn’t the right technical term for it, hehe) but that they don’t actually support those programs or that connection. which on one hand I get, as it would be impossible for their team to know/support all these other systems… but as you say it would also be nice if they could! As much as I love wishlist, we are actually looking at other systems now instead because it simply doesn’t work as well with IFS as we would like…

      Reply
      • Hibah

         Look into CustomerHub. It’s designed specifically and only for Infusionsoft users.

        Reply
  6. Megan Everett

    I have spent HOURS on tech support chat with InfusionSoft this past month — and I hate when they say “delete the order” or “delete the invoice” as if that’s a solution. – No, I do not permanently delete records of sales and payments!!!!! It took being insistent and chatting with several techs to get solutions to real-world issues that were “acceptable” to me.

    Plus during that month I spent a lot of time looking at “Support Chat Offline” — or waiting for 2 hours looking at a “You are 5th in queue” only to see it change to “Support Chat Offline” again! During normal business hours.

    Reply
    • Kara Barney

      Hi Megan, I work for Infusionsoft and saw your comment. I am very sorry for your frustration and contacted the manager of tech support. They have looked through all tickets and all system records and can not seem to find your name anywhere. we would really like to listen to your concerns and try to help, but we can not find contact information for you. Please email me and I will put you in touch with the right people to help – kara.barney@infusionsoft.com

      Reply
  7. Amber Miller

    Tina I couldn’t agree more. Infusionsoft ROCKS with all of the automation and other cool tools it can provide.  A few really simple edits to your configuration can really increase your bottom line 🙂

    Reply
  8. Tracey

    My biggest frustration with Infusionsoft is finding expert Infsiuonsoft people to help clients with their email/autoresponder/CRM needs. We coach, consult and mentor business owners to help automate their business processes, helping them to implement programs like Infusionsoft. Our clients use portions of the program, but no where near the capabilities teh program has!

    Reply
  9. Amy Wenslow

    I started using it at the end of Oct 2011 after switching from Goldmine.  (I LOVE automation!)

    Some advanced features we’ve implemented that I love:
    The Opportunity Manager for managing the sales pipeline, set up a report that tracks sales each month & quarter on my dashboard, scheduling deliverables via emails for clients. Forecasting revenue.

    Frustrated by: (already given to the development team as improvements)
    1.  The calendaring module. It won’t allow changes to the person a task is set up for after it is created. I can’t complete an appointment easily in a way that helps track client billable hours. (We’ve got a work around but not as easy and convenient as Goldmine was.)

    2. Synching to my Google calendar and/or iPhone.  Have to synch through Companionlink. Even that way tasks don’t export to Google calendar. Scheduled phone calls don’t pull in the contact’s phone number to my calendar when it synchs. So I see I have a call to make but don’t know to who. Same with appointments. Have to login via internet to see it through application instead of just looking at my phone.

    3. Need to find a good VA to handle setting up more Infusionsoft automation and client care.  Have job description, ready to talk. 🙂 Most VA”s on the Infusionsoft resources page want to do the strategy piece without doing much ongoing admin support.

    All in all:
    LOVE Infusionsoft. We’re getting more done with greater consistency and internal visibility in the business. Worth the investment of money and time to do the changeover.

    Anyone going to Infusioncon, please look me up. Amy Wenslow.

    Reply
    • Anonymous

      Good to know re: the calendaring function – we still do most of our scheduling outside of Infusionsoft as I haven’t found anything in there we like yet. My hubby Dan (who is Infusionsoft Certified) will be at Infusioncon so i’ll totally tell him to look you up. And pop over that job description if you like as I might know someone to help.

      Reply
    • Gary Bushkin

      Hi Amy,
      We are considering switching from Goldmine to Infusionsoft.  We have complicated eCommerce needs on our SKU’s, tax issues by state, shipping, etc…  We presently have to take all of our website info and rekey into Goldmine and Great Plains.

      Reply
  10. Kristi

    Im frustrated that I talked to someone via the live chat, who said they would pass along my question to the Sales team – never heard from them.  So I called them directly, left a voice message and they still have yet to respond.  Apparently they do not want my money.

    Reply
    • Anonymous

      I might be able to help Kristi – we have a direct contact there that we call for stuff. Want to pop me an email with your questions and such?

      Reply
  11. Jodi

    I need/want someone (who knows what it can do) to talk me through the creation of the maps… And infuse that process with the things I would have never THOUGHT to do with it. I can make it do what I already was doing with another system… For me it’s not the “how” but the creative and strategic “what” …

    Reply
    • Anonymous

      This is something that we offer Jodi if you are interested – pop me an email if you like? tina@tinaforsyth.com

      Reply
  12. Suzanne Tregenza Moore

    I know Infusionsoft is a CRM system, but does it also manage memberships and content access? Thanks!

    Reply
    • Anonymous

      It does manage memberships/content in “partnership” with some other great programs out there. We are actually in the process of updating our own membership sites with a new system that works with Infusionsoft… i’ll keep you in the loop re: how that goes (I hate to say I recommend it yet until we’ve actually used it.)

      Reply
  13. Jama StJohn

    Ah, this is a hot topic for me, as well.  As a VA I’ve worked in Infusionsoft for my clients for over seven years now and there is so much more some of them can be doing to utilize it and they’re just not.  I always try to suggest this or that, but for some reason they still don’t go there.  As far as frustrations, I’m hoping the updates next month will take care of that! 

    Reply
    • Anonymous

      Such a key point Jama – I find that biz owners need to really see how they can connect their “big picture” and marketing strategies to what the system is capable of. Will be fun to see what happens with the new updates as well.

      Reply
  14. Marta Costa- OBM, VA

    Ooohh…such a hot topic for me.  I was actually planning a blog post around this for myself next week. 

    There are so many people who aren’t making the most of what Infusionsoft has to offer.

    Reply
  15. Tiffany

    I have a client who is considering InfusionSoft because it’s been recommended to her by several people but she’s very concerned about the investment. I don’t know enough about it to help her make the decision. I’d like to know why InfusionSoft is so great – what is can do and how to maximize the ROI. Thanks in advance!

    Reply
    • Anonymous

      Hey Tiffany – happy to chat here with you and/or your client if you like. Want to pop me an email and I can get some info over to you… tina@tinaforsyth.com

      Reply
  16. Lori

    Training…hell ya!  In the areas of the higher end things that you talk about in your video is where I would love more help.  Anything outside the “basic” shopping cart features and the other key area is the affiliate section.

    Sign me up baby! LOL

    Reply
  17. Mike_777

    I’m frustrated that when bugs occur or things break, I may lose thousands of dollars in revenue but support doesn’t seem to care.

    Reply
    • Anonymous

      yipes! what kind of bugs have you found Mike?

      Reply

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