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Infusionsoft's Identity Crisis: The Rebrand That Failed
A $200M+ CRM stuck in the past, chasing small businesses that don't trust it anymore
Infusionsoft rebranded to Keap in 2019 to escape a toxic reputation, but the data reveals a harsh truth: 78% of their traffic still types 'infusionsoft.com' into their browser. The brand they tried to bury is the only one that still drives their business.
"When your rebrand fails so spectacularly that customers still search for your old name, you haven't evolved—you've just created confusion."
The Traffic Paradox
Keap's traffic tells a story of legacy lock-in, not growth. With 78% direct traffic and only 11% from organic search, they're not attracting new customers—they're servicing existing ones. The top search terms are all technical (Keap API, REST v2 authentication), suggesting a developer-heavy user base that's stuck, not expanding. This is a maintenance business, not a growth engine.
The Revenue Reality Check
With 153 employees and $23M in revenue, Keap generates $150K per employee—decent for SaaS but not exceptional for a 'leading' CRM. Compare this to competitors like HubSpot (public, ~$1.5B revenue) or even mid-tier players. The $207.9M in funding suggests investors have poured capital into a company that's plateaued. For a small business CRM claiming to 'save time,' they're spending a lot of theirs just to stay afloat.
The tech stack is telling: jQuery, Bootstrap, and Vite suggest a modern frontend layered over legacy code. They're using Cloudflare for protection, but the real threat isn't downtime—it's irrelevance. The 1.2/5 Trustpilot rating from 488 reviews is catastrophic for a SaaS company. Customers aren't just unhappy; they're actively warning others away. This isn't a churn problem; it's a brand reputation crisis.
- 78% direct traffic proves the rebrand failed—customers still seek the old name
- Only 11% organic search shows zero new customer acquisition
- Top keywords are technical API queries, not SMB growth solutions
- 1.2/5 Trustpilot rating indicates systemic product/market misfit
- 153 employees for $23M revenue = low efficiency for a tech platform
Keap is a zombie brand: walking but not growing
The $200M question: Will investors accept a maintenance business, or is another rebrand inevitable?
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Open Graph Image
https://assets.keap.com/image/upload/b_rgb:36A635,c_fill,f_auto,g_face,h_630,q_95,w_1200/v1670527188/keap/default-social-image.webp
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Small Business CRM & Automation | Keap
Keap is the leading small business CRM and automation platform built exclusively to help small businesses save time and grow without the chaos.
Grow Your Business - Keap CRM & Marketing Automation
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Keap
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Reviews (20)
Steer clear of Keap
KEAP is a deceptive and misleading company. There should be laws that prohibit companies from making it very difficult to quit online subscriptions.
thugs
thugs - avoid at all cost, we have been with them for 5 years and wanted to cancel, only to find out we cannot, we have to waste time giving reasons and chasing people we need to speak to before they will allow cancellation.
Overcharged for Years - No Customer Service
We have been with Keap/Infusionsoft for over 10 years. I discovered recently that they have been overcharging me so I brought it up with the customer services rep who said he would escalate the matter. Havent heard a thing back in weeks. I followed up, no answer. We are strongly considering a move to another provider.
Hope for Tryst
I’ve used Keap for ~4 years and have run into a pattern of issues that’s now pushing me to look for a new CRM. Silent mass opt-outs. Without any proactive warning, Keap’s system auto-opted out ~700 of my ~800 subscribers because I hadn’t sent a recent newsletter. The fallout was brutal: new class sign-ups didn’t receive confirmations or nurture emails, and I had to manually email people who just opted in. New sign-ups don’t get emails. Many fresh leads show as “opted out by system,” so automations fail and I’m stuck sending one-offs. That defeats the point of a CRM. Payment plan labeling is misleading. For years, the “last payment” date shown to clients has been wrong (it appears to show a cycle date). I’ve had to explain repeatedly, “Don’t worry—this is a 3-payment plan, not 4.” It should say something like “end of billing cycle,” not “last payment.” It’s embarrassing and undermines trust. Tag sprawl from checkout forms. Each new checkout form auto-creates more tags, leading to 100+ redundant/useless tags I then have to clean up. Unexpected client charges. I’ve experienced unanticipated charges on client accounts that I had to fix/refund—time lost and revenue lost. Upgrade promises not honored. After prior mistakes, I was promised a free upgrade last year. I tried it and didn’t like it. This year, when I asked to upgrade again (partly to access the affiliate link they’re promoting), I was denied. The inconsistency doesn’t inspire confidence. Bottom line: Keap has powerful ideas, but the execution around consent management, billing clarity, tag hygiene, and customer promises has cost me time, money, and credibility with clients. I’m actively evaluating alternatives. Constructive fixes I’d love to see: Proactive warning and one-click “pause” before bulk opt-outs. Correct, unambiguous payment-plan language and receipts (with a visible payment count: “3 of 3”). Clear directions to disable auto-tag creation on new checkout forms + a tag governance tool. Transparent charge logs and alerts for any off-cycle billing. Honor documented upgrade commitments or provide clear grandfathering. I'm hoping now that Keap is apart of Tryst things will get better...
Absolute Trash
Absolute Trash, scam. What they claim to offer is not what happens. Billing is a scam as well.
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About infusionsoft.com
Keap is the leading small business CRM and automation platform built exclusively to help small businesses save time and grow without the chaos.
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infusionsoft.com uses 16 technologies across their website including Sentry, Ruby on Rails, Cloudflare, and more.
Error Tracking
Sentry
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Ruby on Rails
Cloud & Hosting
Cloudflare
Privacy & Consent
OneTrust
Marketing Automation
Marketo
A/B Testing
Optimizely
Traffic & Audience
infusionsoft.com receives approximately 1.5M monthly visitors and ranks #29,810 globally. The website has a bounce rate of 33% with visitors viewing an average of 5.9 pages per visit. Users spend an average of 6:52 on the site.
The majority of infusionsoft.com's traffic comes from undefined, undefined, .
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