It’s no secret that Infusionsoft (the software) has been stalled for a while.
And, I’ll even admit that last year I lost hope for a time. I wondered if it was ever going to get better.
I love Infusionsoft. I love the product. I love the company. I love the people. I love what it all stands for. But that love was feeling unreciprocated for too long.
But things have changed.
There’ve been some changes in leadership, but more than anything it seems there has been a change in mindset.
A good change.
It seems there is now really good focus on updating and improving the product. Finally!
In early 2015 I had sent a “list of Infusionsoft annoyances” to the team at Infusionsoft. This list was created (by me and members of my user group and Double Your Sales Club) in an attempt to find a handful of really minor interface changes that would reduce frustrations and “buy some goodwill”. Most of these things have been frustrations for many years. The list was received with welcome arms.
But nothing happened.
And my hope waned.
But things were changing.
The first indication was at PartnerCon in November. Terry Hicks, the new Chief Product Officer at Infusionsoft, blew us all away by having the team create some new features while we are all there for the conference. They were small, but it showed us that they were serious about improving the product quickly.
Infusionsoft also moved to smaller, monthly releases. During these releases we’re seeing updates. Things are improving. Amongst a bunch of little things, we now have mobile responsive emails and mobile responsive landing pages. We have open and click reporting in the Campaign Builder. We can sort tags in the Contact Record. Nothing revolutionary, but good progress.
Next, the product team reached out and asked for my list again. I sent it and crossed my fingers. But then I heard back, more than once. And the list is getting checked off. Click on the image of my list above and you’ll see all the things that have been rolled out in just the last couple of months. (FYI – I don’t expect them to do everything on my list. And I don’t have any real inside track to push through changes & features. But stuff is happening. Infusionsoft is listening and responding.)
This progress gets me excited.
My love for the product is feeling reciprocated again, and I couldn’t be happier.
I’m sure I will have my frustrations, just like I do with any product. And, as a person who pushes Infusionsoft to the limits, I’m sure I’ll still run into barriers I don’t like. But overall, I’m jazzed about what the future holds for this amazing software.
If you’ve felt like I did, have hope.
Good things are happening.
As a LONG TIME Infusionsoft customer, I hope you’re right. Customer service has certainly gotten far more friendly in the last year or so. But from what I’ve seen, many IS “upgrades” come with built-in downgrades to basic functionality. For example, tags are now sortable by Date applied, Tag Name or Category from the Tag tab. Great idea! However, under the General tab where our people spend most of their time, instead of being sortable or arranged alphabetically by category as they were before, tags are now arranged in the least useful way possible. Showing only the ten oldest tags. This means our sales and customer service people now have to do extra clicks on every single call to get to the data they need. This wastes our time and money because they made an arbitrary change for no apparent reason (that wasn’t even mentioned in their change docs.) I believe this happens because they still fail to think it through from the standpoint of the user. It still seems clear that the people making the changes aren’t using the software every day. I’m glad you’re feeling reciprocated and I hope one day to feel the same. As of today, I don’t.
Hey David,
Thanks for the feedback! You’re right, the tag sorting on the general tab should be sortable. I’ll talk with team about this on Monday.
I’d love to connect with you and get any other feedback you might have.
Thanks again!
Mike Fleming
Infusionsoft Product Manager
Happy to connect, Mike. Just let me know the best way to do that.
Great blog and love the list of what is being accomplished and what has ALREADY been completed. Fun for me to see the items that I provided to you on that list (and 1 of them has been completed and 1 is in progress!)
Thank you Tyler for being a voice for us. I too lost hope there for Infusionsoft and was really worried. I like what I am seeing in these releases and the improvements.
It would be great to see a video that showed why and how we sort tags.
Hey Jamie,
I’m not sure a video is necessary, but let me know if you need more after this comment. When you have a lot of tags, it’s nice to be able to sort in date order. That way you can see what the person did in what order in case you’re trying to track down a problem or better understand the customer flow. Being able to sort the tags in date order facilitates that nicely.
Tyler, I appreciate your optimism. I wish that I could share it! You know that I have been a fan for a while. In the last two years they have shaken my confidence to the core. In fact, I no longer use Infusionsoft for the day-to-day management of my business. Thanks for all that you do to help us folks!