I am amending my review of Keap technical support for their software platform Infusionsoft. Since I wrote the review, Keap reached out to me directly, assigned a support manager to my case and, ultimately, solved the problems. The manager assigned to the case was dedicated to understanding my objectives and to identifying the issues that were causing the problems. Once he was sure he understood the problem, he brought in the right personnel to solve the situation. The first part of that process required a few conversations. But once he had his arms around the issue, we solved the problem in one very efficient phone call. So, while the initial response from Keap left me aggravated enough to write the review below, they deserve Kudos for the way they ultimately solved the problem. My faith is restored. I'm changing my 1-Star rating to a 4-Star rating. Original review follows: The customer support at Keap for their software platform Infusionsoft is abysmal. Online chat agents are quick to send links to pre-packaged responses and how-to videos, but it's clear from their responses that they haven't really listened and don't fully understand the problem. I go through an issue like this with them almost every year. This has been the worst. I started a chat session on Jan 2 and after it proved useless, I started a second chat session with a different agent. Again, the response offered did not fix the problem - indeed, it didn't even address the right issue. I received an email from the agent and replied to it letting her know that we still had a problem but never heard back. A week later I received a phone call from an agent who called me back daily for three days trying to get to the bottom of my problem but then she, too, stopped calling. Out of the blue I received an email one week ago inquiring about my problem and with promises to fix it and promises to call me. No fix yet. No phone call yet. I've sent three emails in the last three days and no one replies.
