What do you like best?
Where to start? The Influitive team, their customer experience, their VIP advocate community and their vision and delivery of the AdvocateHub is awesome!
Specifically, Influitive is helping us re-imagining the advocate experience and even parts of the customer experience. Their AdvocateHub enables us to build a deeper, personalized, and productive relationships with our customers and to nurture more meaningful relationships between our customers.
I love how Influitive is moving into the community space and how their origins in advocacy are creating such a modernized, fresh perspective on what organization's communities can look like. It's particularly noteworthy when you think that traditional communities' origins go back to the early days of the internet with bulletin boards where people were using avatars and screen names instead of their headshots and actual names!
The Influitive platform is robust and focused yet flexible. Customers and employees both really like the UI and the overall experience. I've been able to fulfill a wide variety of requests (e.g. product feedback, online reviews, education, peer support, social shares, story leads) and pursue net new opportunities across the organization. I love the flexibility and that I'm not forced into a few use cases or types of engagement (whereas traditional communities are typically focused on Q&A, submit an idea, rate content, poll).
They have a variety of service packages, so it's easy to "right-size" your support. Customer input is readily incorporated into their product and services; they practice what they preach!
What do you dislike?
Building compelling challenges and their workflows (not to mention themed and gamified campaigns) is time-consuming. It's totally worth the effort, but it's important to know your goals, the key use cases and map out the associated processes, so you're building intentionally.
Recommendations to others considering the product:
There is often some concern around how Influitive is similar to existing, traditional online communities. If you're looking to spin up an advocacy program with Influitive and your organization has an existing online community, make sure to address this early on--goals, persona, message framework, promotions, content, etc. The two can co-exist and complement each other. And if your organization doesn't have an online community, I'd try going all-in with Influitive's growing community functionality instead of viewing these as separate initiatives.
In large enterprises, there are often existing programs and processes in place for advocacy use cases (e.g. sourcing case study leads, references). If you're struggling to get buy-in to incorporate these use cases into Influitive, try offering to supplement what they're already doing or proposing a pilot.
What problems are you solving with the product? What benefits have you realized?
I have been involved in Customer Marketing and online communities for a long time, and I can't tell you how many times I've experienced the following scenarios:
(1) Employees would come to me wanting to get feedback or support from a certain segment of customers, and I would struggle with being so limited in our options to efficiently and quickly engage a targeted portion of our base in a focused activity (e.g. post to this forum board, promote to all customers, run a report and create an email and then email this segment).
(2) Employees tried to have business conversations in the community and the in-depth product conversations take over...again and again. This isn't a bad thing, but it's made it hard to have business-level conversations.
(3) I've seen passion and expertise in the members interacting in online communities, attending user groups and coming to our user conferences and knowing that we weren't systematically mining or mobilizing that advocacy throughout the year.
Using Influitive has removed these problems from the equation. Furthermore, we are building and deepening relationships with our customers and partners in a scalable, fun and flexible way. We know their names and stories and recognize their faces. It's a relationship as opposed to seeing someone's avatars and screen names; their name listed on a completed survey; a list of people who are willing to do references on a specific product, their brand story but not their individual story, etc.
We can our customers for feedback and support so much easier than before, which is allowing us to support existing advocacy initiatives (e.g. finding new success stories) and support new advocacy initiatives that we struggled to find time for before (e.g. asking customers for help in re-naming products, co-creating customer content on a topic relevant to industry, creating moments of delight for our customers).