Keap Review

Keap (formerly Infusionsoft) is a comprehensive CRM and marketing automation platform designed specifically for UK service-based businesses. It combines customer relationship management with powerful appointment scheduling and marketing automation tools, making it ideal for consultants, coaches, and service providers who need an all-in-one solution for client acquisition and retention.

Key Features and Capabilities

Keap offers a comprehensive suite of features designed to streamline business operations for UK service providers. The platform integrates CRM functionality with marketing automation, appointment scheduling, and payment processing to create a unified business management system.

1. Advanced CRM and Contact Management

Keap's CRM system provides robust contact management capabilities with sophisticated segmentation and tagging features. The platform allows businesses to track customer interactions, manage company records, and maintain detailed contact histories.

• Comprehensive contact database with custom fields and company records
• Advanced tagging and segmentation for targeted marketing campaigns
• Lead scoring to prioritise high-value prospects
• Automated contact activity tracking and interaction history

2. Marketing Automation and Email Campaigns

The platform excels in marketing automation with drag-and-drop campaign builders and AI-powered content assistance. Keap's automation capabilities help UK businesses nurture leads and maintain customer relationships without manual intervention.

• Visual automation builder with proven templates
• AI Content Assistant for email creation and optimisation
• Broadcast emails, newsletters, and 1:1 messaging capabilities

3. Appointment Scheduling and Calendar Integration

Keap's appointment scheduling system is particularly strong for service-based businesses, offering seamless calendar integration and automated booking confirmations. The system syncs with Gmail and Outlook calendars for unified scheduling management.

• Online booking links with available time slots
• Automated appointment reminders and confirmations
• Calendar synchronisation with Gmail and Outlook

4. Sales Pipeline and Quote Management

The sales pipeline feature provides visual tracking of prospects through the sales process, with automated task assignments and follow-up reminders. Quote generation and approval workflows streamline the sales process for UK service providers.

• Visual sales pipeline with customisable stages
• Automated quote generation and approval workflows
• Task management and follow-up automation

5. Payment Processing and Invoicing

Keap includes integrated payment processing through Keap Pay and third-party processors, with automated invoicing and recurring payment capabilities. This feature is particularly valuable for UK service businesses managing ongoing client relationships.

• Native payment processing with competitive rates
• Automated invoicing and recurring payment management
• Integration with third-party payment processors like PayPal and Stripe

Ease of Use and User Experience

Keap presents a mixed user experience for UK businesses. While the platform offers comprehensive functionality, the interface can feel dated compared to modern alternatives. The drag-and-drop automation builder is intuitive, but the overall system requires significant training time to master effectively. New users benefit from Keap's extensive onboarding support, including dedicated Customer Success Managers and implementation services. The mobile app provides good access to core features, though it's primarily available in select regions including the UK.

Pricing Structure

Keap operates on a contact-based pricing model with required implementation services. The platform positions itself as a premium solution with comprehensive support included.

• Starter Plans: Begin around £79/month for 500 contacts, including basic CRM and automation features
• Growth Plans: Scale to £149/month for 1,500 contacts with advanced features and integrations
• Pro Plans: Enterprise-level pricing from £199/month for 2,500+ contacts with full feature access
• Implementation Services: Required packages starting from £499 for setup, training, and migration support

Additional costs include text marketing tiers (starting at £24/month for 1,000 messages) and extra user licences at £39/month per user. UK businesses should budget for implementation services, which are mandatory but provide significant value through expert setup and training.

Customer Support and Resources

Keap provides comprehensive support resources specifically designed for UK service businesses. The platform includes multiple support channels and educational resources to ensure successful implementation and ongoing usage.

• Dedicated Customer Success Manager: Personal expert assigned to help achieve business goals
• US-Based Phone Support: Direct phone access during business hours Monday-Friday
• 24/7 Chat Support: Round-the-clock assistance through the Keap app
• Keap Academy: Extensive library of on-demand courses and training materials
• Keap Community: Active user community platform for peer support and networking

Advantages for UK Service Businesses

• Service Business Specialisation: Purpose-built for consultants, coaches, and service providers with industry-specific workflows
• Comprehensive All-in-One Platform: Eliminates need for multiple tools by combining CRM, marketing, scheduling, and payments
• Proven Automation Templates: Over 20 years of business automation experience distilled into ready-to-use templates
• Strong Appointment Management: Advanced scheduling capabilities with automated reminders reduce no-shows significantly
• Extensive Integration Ecosystem: Over 5,000 integrations available through native connections and Zapier
• Dedicated Implementation Support: Mandatory implementation services ensure proper setup and training for maximum ROI

Potential Drawbacks and Limitations

• Dated User Interface: Design feels outdated compared to modern CRM alternatives, potentially impacting user adoption
• Premium Pricing Structure: Higher costs than many competitors, particularly with mandatory implementation fees
• Steep Learning Curve: Complex feature set requires significant training time and ongoing education
• Limited Geographic Features: Some advanced features like text marketing are restricted to US markets only

Alternative Solutions to Consider

UK service businesses evaluating Keap should consider these alternatives based on specific needs and budget constraints:

• HubSpot CRM: More modern interface with strong free tier, though less service-business focused
• Pipedrive: Simpler sales-focused CRM with better pricing for smaller teams
• ActiveCampaign: Strong marketing automation with more affordable pricing structure
• Zoho CRM: Comprehensive business suite with competitive pricing for UK SMEs

Final Verdict and Recommendation

Keap represents a mature, comprehensive solution for UK service-based businesses that prioritise functionality over modern design. The platform excels in appointment scheduling, marketing automation, and client lifecycle management, making it particularly valuable for consultants, coaches, and service providers who need an all-in-one business management system.

However, the premium pricing, dated interface, and steep learning curve mean Keap is best suited for established service businesses with dedicated resources for implementation and training. Smaller businesses or those prioritising ease of use may find better value in more modern alternatives like HubSpot or Pipedrive. For UK service businesses willing to invest in comprehensive implementation and training, Keap can deliver significant ROI through improved client management and automated business processes.