My take on Infusionsoft’s name change

I’ve been asked a few times in the last 24 hours about Infusionsoft’s name change. Infusionsoft is changing from ‘Infusionsoft’ to ‘Keap’. Which to my eyes seems to be a miss-spelled or made up word. According to CEO Clate Mask, it’s a nod to the tenacity of entrepreneurs to ‘keep at it’.

Which to put it mildly, is tenuous.

I’ve been repressing a number of frustrations about Infusionsoft for a long time. Perhaps the biggest is the number of add-ons you end up using. Bafflingly, neither web forms or order forms are mobile responsive out of the box.

Sure, you can use third party add-ons like PlusThis to fix the web forms, and Spiffy to fix the order forms. But shouldn’t that be a core part of the software, not an add-on?

I love the Infusionsoft campaign builder. I love the potential of what you can do with it. But for a long time I’ve been asking: why not just make the core software really great?

Instead, they’ve introduced a new landing page builder. I suspect a lot of customers were asking for it, because they don’t know how to Google ‘LeadPages’, but it doesn’t solve any core issues with the software. ‘WHY COULDN’T YOU JUST FIX THE ORDER FORMS’, I’ve been shouting in my head.

I’m not asking for much. Web forms that work, and an ecommerce refresh would be nice.

Infusionsoft’s solution to all their problems has been to develop ‘new Infusionsoft’, effectively a completely new product built on a new code base. I know enough about software development to know that sometimes you’re better off starting again. But for an existing user it’s deeply frustrating, because almost all core product development of ‘old Infusionsoft’ has been put on hold.

Yesterday, Infusionsoft announced the next wave of cosmetic change – a new name change. From now on, Infusionsoft will be known as ‘Keap’. I’ve received a fanfare of emails announcing the change.

I can barely convey how underwhelmed I am. They didn’t need a new name – the name was the least confusing thing about the whole thing. An anchor in increasingly choppy waters.

All I’ve wanted them to do all along is fix the order forms, fix the web forms, and ideally add multi-currency. That’s just my personal wish list – others will have their own. But to do the really cool stuff Infusionsoft is capable of you have to sew together a bunch of paid add-on services.

I'm not against add-ons, incidentally. No CRM software is going to cater to all use cases. But add-ons shouldn't paper over cracks in the software.

I don’t recommend buying ‘new’ Infusionsoft, or Keap, or whatever it’s now called, because in development terms it’s still in nappies. And I don’t recommend buying ‘old’ Infusionsoft, or ‘Infusionsoft by Keap’, or whatever that’s now called, because there will be no major development put into the product.

Fundamentally there’s also a huge issue of confusion. When you mention ‘Infusionsoft’, do you mean the old or new version? What are those versions even called now? As somebody who regularly changes his corporate identity, I definitely don’t recommend changing if at all possible. And certainly not if the existing name is fine.

I might be wrong about all of this. On some level I hope so at least.

But I really wish they had just knuckled down and made the existing version of Infusionsoft really great.

Time will tell.

Rob Drummond

Rob Drummond is the founder of the Confusion Clinic. Rob is an Infusionsoft Certified Consultant and copywriter.

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