How much does it cost to get Expert Infusionsoft help/support?

By Kenda Macdonald | Anthology

Sep 14

How much does it really cost to get expert Infusionsoft help/support?

First... What do you really mean by help?

Before we can get into how much it really costs to get expert Infusionsoft® help/support, we have to figure out what you mean by help...

There are lots of different types of Infusionsoft® help you can get - and this makes it a very tough question to answer. With over 6 years of experience working with Infusionsoft® software, I've seen ALL the different types of help first hand (not to mention actually being the help!).

First, the good news:

Because there is SO MUCH help that you can get, there is help to fit every budget, business type and personality. 

The bad news:

Having so much choice can make it a little harder to figure out what kind of help you need, and who from. So based on my own unique experience, I've put together this post as a guide to help you choose the RIGHT kind of help for you and your business.

The Different Types Of People You Can Get Infusionsoft Help From

Broadly speaking, there are two types of people you can get help from:

  1. Infusionsoft Software, Inc. Certified Partners/ Consultants
  2. Other

Other seems a bit harsh right? Well not really. Working with a certified partner is the gold standard. Whilst working with a partner that is a bad fit for you personally can still leave a bad taste in your mouth, it should never leave your business in jeopardy.

Don't read too far into what I am saying here, I have nothing against freelancers and Virtual Assistants (I was both of those for a while!) - I am simply making general groupings to help you understand what may be best for you. There will always be outliers to every grouping.

Infusionsoft Certified Partners/ Consultants go through rigorous training to use Infusionsoft® software, and are held to standards of service by Infusionsoft.

They are allowed to resell the application and generally specialise either in strategic planning on the best use of the system for a specific niche, or the implementation of Infusionsoft® as a service (or both!).

They can also be agencies or teams that specialise in sales or marketing. Most often with a wealth of experience under their belts.

To use an analogy here, Certified Partners are the Doctors and Surgeons of the Infusionsoft® world.

The Other category are people who specialise in helping people use Infusionsoft®, or taking the burden off of business in the day to day use of the system.

However, they don't have the certification and standards of use to adhere to, so they can be unknowns in that respect. That of course doesn't mean they aren't very good at their jobs.

These 'Others' are often Virtual Assistants and frequently lone freelancers. As a general rule they may not have too much experience, as the more experience people get, the more likely they are to go for certification.

Continuing the analogy used above, this other category would encompass all the other people who also work in hospitals - the lovely nurses, tech specialists, the essential janitors and caterers. They are all vital to saving lives, but they simply may not have the specialisations or skills required to be a surgeon.

From the above, it's easy to see that simply breaking this into the two types of help you can get doesn't satisfy the question of which one may be right for you. So I'm going to split this down further into the types of services you can get and then suggest who you should look to get onboard for that specific type of help.

With each type I'm going to rank four things on a scale:

Time 

(i.e. How long it will take you to get up and running with your project)

​Experience

(i.e. How much experience the grouping has in general)

​​Cost

​​​Customisation

(i.e. How tailored the solution will be for your unique requirements)

The Types of Infusionsoft Help:

1. Help with day to day stuff

If you're using Infusionsoft® to it's full capability, you've got it automating part of your workflows etc, as well as the majority of communication, or if you're a small team, you may need some day to day help.

Getting day to day help generally involves an overlap with other admin related tasks and this is the realm of specialist Virtual Assistants.

Having the right personal or virtual assistant can help turn your business around, as they can free up vital time for you to be doing the things you really need to be doing. 

Solution for Day to Day Help = Virtual Assistants

Time 

Virtual Assistants and Freelancers can sometimes require training, so can be a large upfront outlay to get the first grips on the systems. Once that's done however, you should see yourself getting loads of time back!

​​Cost

Virtual Assistants are often the cheapest choice. You can find Virtual Assistants on Fiverr (not that I would recommend doing that). There are also many agencies specialising in Virtual Assistant support. Although this is the cheapest option - it can mean you get what you pay for.

Experience

Virtual Assistants often don't have huge amounts of experience (Sweeping generalisation! There are some great specialist Virtual Assistants out there...). Again - continuing our hospital analogy, Virtual Assistants are like the amazing nurses who do the hard work to help patients in their day to day situations.

Customisation

Experience is vital to effective and functional customisation of Infusionsoft®. There are a myriad of ways to do things within the system - which is part of what makes the system so phenomenal. But that functionality comes with a price: complexity. With Infusionsoft®, experience allows for understanding not only how to do something, but the BEST way to do it so that it can grow and expand with your business. Most Virtual Assistants I have worked with (including myself when I was first starting out) know how to do all the day to day activities phenomenally well - but are lacking in experience for quality customisation.

2. Help using the system - Infusionsoft Training

Want to do all your Infusionsoft® work inhouse? If you have a dedicated person on your team that you'd like to manage Infusionsoft® for you - training is the way forward. 

Infusionsoft has an amazing Help Centre. And there are quite a few self taught people out there (myself included). There is a downside of the self taught: lack of experience and strategic direction. Just because you can do it doesn't mean you should. Additionally, there are a myriad of ways to do things in Infusionsoft®. So as mentioned above, experience allows for understanding not only how to do something, but the BEST way to do it so that it can grow and expand with your business.

To overcome that, there are some fantastic training opportunities out there. Infusionsoft has its own University. This is great if you need the basics, and a bit of strategy on how to use them thrown in. But the caveat is having to make it to a location...

My preferred solution for the training problem is Monkey Pod Marketing. What I love about Monkey Pod is that you can do their courses at your own pace, as they are all online. No location worries! Greg has a bunch of amazing courses, from beginner to pro - with straight talking strategic direction thrown in. And they are AMAZING value for money. Oh and did I mention Greg is a former Infusionsoft employee, who used to run Infusionsoft University? Yeah....

So to be clear - training is for you if you have someone that is going to be doing everything in house.

Solution for in house Infusionsoft work = Training

Time 

Training can very often be time intensive, you need to actually do the training, and then get comfortable with the system before you can work the magic.

​​Cost

Training is a fabulous low cost option for companies that want to be proficient with their Infusionsoft® use.

Experience

When you self train you're starting from ground zero. That is unless you have a background in sales and marketing. But even then you get to the snag of needing some experience within Infusionsoft itself.... This only comes with time.

Customisation

Because experience is earned through use of the system, you're more than likely not going to achieve the level of customisation you want from Training. At least not at the outset.

3. Help with Strategic Execution/ Infusionsoft Implementation

Know what you want to to do - but need someone to do it? Or know that you need to get somewhere and aren't sure about how you get there, or how it's done?

Maybe you don't want to know how it works, you just want help making it happen?

This is EXACTLY the realm of the Infusionsoft Software, Inc. Certified Partners.

Infusionsoft Certified Partners/ Consultants are trained, and held to standards of service by Infusionsoft. Infusionsoft also provides all certified partners with ongoing education covering strategy, implementation of the software, as well as all the various add ons and third party applications that can enhance the functionality of your application.

There is an important distinction to make here between Certified Partners, and Referral Partners. Certified Partners do the tests and the exams, and Referral Partners just refer sales to Infusionsoft. Don't get caught out!

Certified Partners generally specialise either in strategic planning on the best use of the system (often for specific niches), or the implementation of Infusionsoft® as a service (or both!).

Remember - these guys are the doctors and surgeons of the Infusionsoft® world... They have earned the right to wear their Certification proudly.

Solution for Strategic Execution/ Infusionsoft Implementation = Certified Partners

Time 

Working with a Partner should get you going pretty quickly. They will however need to understand your business to make sure they help you with the most effective solution. So be prepared to spend as much time as needed to make sure the correct solution is implemented for you.

​​Cost

We're talking doctors and surgeons here remember? It isn't going to be cheap - you're literally paying for experience, and the best advice you can get for your business.

Experience

As mentioned previously - Infusionsoft Certified Partners are the creme de la creme of the Infusionsoft® help or expertise world. So expect loads of experience.

Customisation

A good Infusionsoft Certified Partner/ Consultant will be able to customise any solution exactly to your specific needs. That's what you're paying for!

4. Help with Infusionsoft Strategy

Do you know the ins and outs of the system? Know how Infusionsoft® works, or have someone that does? Just need direction? 

Then you're looking for an Infusionsoft Certified Consultant! 

As in number 3 - Certified Consultants/ Partners will be able to help you with your strategic direction when it comes to Infusionsoft®. They have both the training and the experience to do so. You can very often find a partner that also specialises in a certain niche - which can be a perfect fit for what you are aiming to achieve with your business.

Solution for Help with Infusionsoft Strategy  = Infusionsoft Certified Partner/ Consultant

Time 

Good planning isn't instant. Decent strategy takes time, and if you're just getting strategic direction don't forget to factor in how long it's going to take you or your team to implement the solution you're given.

​​Cost

Certified Partners are not extortionate, and they are worth what you pay them. It is not the cheapest option - doctors and surgeons remember... Not nurses. 

Experience

Experience is what you're paying for when you use a Certified Partner. Good strategy will pay for itself many times over.

Customisation

You'll get good strategy, customised exactly to what you're looking for. Nothing better than that!

5. Implementing Infusionsoft as a solution - front to end

If you have a specific set of goals you'd like to achieve, and you know that Infusionsoft® is the solution for most (if not all) of it - implementing Infusionsoft® front to end will help you achieve those goals quicker, much more efficiently and with better ROI.

This is the personification of a good Infusionsoft Certified Partner/ Consultant.

With the training, experience and networks Infusionsoft Partners/ Consultants have, they will help you nail the plan to get to your goals, how it needs to happen, they will help you implement the solution (often by completely doing it for you) - as well as identifying any third party apps or enhancements you may benefit from using. 

This option is the best solution for big plans, where there are many moving parts that need to be strategically integrated efficiently and effectively.

It's also the best option for businesses that want to get the most out of Infusionsoft®, in the most strategic way possible. 

Solution for Implementing Infusionsoft as a solution - front to end = An Infusionsoft Certified Partner/ Consultant

Time 

Defining a good strategy, creating a comprehensive plan, and implementing it front to end - is not fast. You can ask your expert for quick wins to help ensure quick ROI - but be prepared for spending time on the process. 

I often tell clients that implementing Infusionsoft® thoroughly into a business can take anywhere from 6 to 12 months (and often more). When you're implementing a solution like Infusionsoft®, you're not doing it for a short term gain. It's a long term revolutionary process for your business. Revolutions take time, but they're worth the effort.

Customisation

This type of solution is geared totally around you, your business, and the solution that will be best for you - extreme customisation is a given!

Experience

As you'll be working with a Certified Partner, experience is a given - and a must!

​​Cost

Because of the nature of such a solution, you're not looking at paying pennies. This isn't something that is going to give you a little bump in revenue - this process should fundamentally improve your every working day, your lead supply, your conversion process and rates, your customer happiness, customer life time value, and ultimately supply you with a massive return on investment. Worth every penny you'll spend.

In summary:

The rundowns on the different types of help should have clarified for you exactly what you should expect for the type of help you need.

Lots of people are really good at Infusionsoft® - but if you're serious about moving your business up to the next level, go Infusionsoft Certified Partner/ Consultant 🙂

Let's Talk Cost Variables of Infusionsoft Help

We've already touched on cost variance in the solutions above, but let's get really clear on something: Infusionsoft® and its Implementation is not a cost. When you implement Infusionsoft® correctly, it should make you money. The ROI should be evident.

What will cost you however, is not having a plan. Implementing Infusionsoft® without direction can be very very costly indeed.

Cost is determined by strategy efficiency. If you are clear on your goals, what you want to achieve, and how you're going to get there - you won't spend more money than you need to. 

If your process is unclear, or overly complicated, your ROI is always going to be out of reach - and in "the next campaign".

Reiterating what we've already covered:

Basic people with basic experience will yield passive implementation. They will excel at the day to day stuff, but you will need to provide the impetus. It's point and build.

Expert people will bring the experience and will yield active implementation. They will excel at strategic clarity, simplicity of process and efficiency of methods. The pros are always ROI focused. Whether that's financial or emotional return on investment.

Things to Watch Out For :

First and foremost - make sure you focus on planning and strategy first. If there is no planning process, and your helper just asks you what you want - run away! It's not going to work out well for you.

Correlated to that is your Return On Investment. If you don't have a plan, or strategy, how do you expect to achieve ROI? And if your helper isn't planning on how they can get you the best ROI possible - run away!

*Most Importantly* Stalk your helper before you get started. And I don't mean turn up at their house uninvited... Rather - check them out online!  What is their content like? Their blog? And how about their own automation? It's not a good sign if they aren't practising what they preach...

Finally, complexity determines price, and can cost profits. The more complex your project is, the longer it's going to take, and the greater chance you have of the project running away from you. That will be a cost to you in the end...

How we do it:

We've been implementing Infusionsoft® solutions for over 6 years now. We've been Infusionsoft Partners and Consultants for 5 of those 6 years. This experience gives us an extreme competitive edge in our market place - it's why we've recently been listed as one of the top 12 Infusionsoft companies to follow - globally (and one of only two listed in the UK and EU). It also means we've worked with over 500 different companies, in hundreds of niches. We've seen the good, the bad, the ugly, and the bat sh*t crazy...

We've honed our processes over those 6 years. We know what it takes to succeed with Infusionsoft®. We know what works.

So here is a bonus rundown of how we implement Infusionsoft® for our clients. I guarantee you if you adopt a like process in your business your success will be far easier to achieve. 

We start with planning and strategy first - always. This makes sure we focus on what needs doing, the essentials (rather than vanity items). Part of that initial planning process is to ensure we get you some quick wins so that you see a return on your investment quickly.

Speaking of ROI, ensuring you achieve yours is a main focus. It just makes sense, for you AND for us. You want to succeed, and we want to help you get there.

We implement Infusionsoft® for our Elite clients by focusing on a quarterly plans, including our unique xk plan. That is "How many k (thousands) are we aiming to make this quarter?". This ensures we're always working to improve your bottom line.

That focus comes in 3 areas:

1. New leads
2. New customers 
3. Increasing the customer life time value of each client

Our methodology is unique, as it is a process and success frame work that we have developed ourselves:

Assessment, Recommendation, Machination, Implementation = ARMI

This is a continual loop of improvement. Kaizen in action.

We always start with Assessment, finding out where you are, assessing competitors and your marketplace, assessing your strategies. From there we can make Recommendations on areas to focus on, improve on or exploit.

Following the Recommendation phase, once we have had a chance to discuss our findings, our suggestions and priorities, we move onto Machination. In this phase we plan. 

We start with a 12 week goal, and break the goal down into achievable outcomes. We often deconstruct the goal into smaller task and goal sets with their own deadlines to ensure completion of the tasks. 

A vital part of Machination is scoping... with careful scoping and planning we can make sure we know what needs doing, by when, and by who. And of course - the goals double up as success measures. This allows us to develop specific metrics and Key Performance Indicators, and all the data points we need to back up and achieve the xk plan.

Once the planning process is nailed we can split off and make it happen! That's the Implementation phase. 

Once implementation is complete, we then loop back to Assessment so that we can see how we did, what the results were. From there we make Recommendations for improvements, Machinate the recommendations, and Implement

It's a continual cycle of improvement.

It's not for the feint hearted. It's for businesses that are serious about their success. You can see some of the results of this process here.

I'd love to know what your challenges are with finding help with Infusionsoft®... Let me know in the comments below!

To end this epic piece on getting help with Infusionsoft®, I'd like to ask you a question: How serious are you about succeeding with your Marketing Automation? How serious are you about making Infusionsoft® work for you?

If you're looking to succeed - we can help.

Hit the button below and let's talk about your success.

Follow

About the Author

Kenda Macdonald is an Automation Ninja. With a background in Forensic Psychology and an affinity for statistics and behaviourally intelligent automation – she’s not your average expert. She’s been living and breathing Infusionsoft since 2011 and has spent over 14 500 hours learning new ways to automate what people think is impossible. She’s a true nerd, and spends her waking hours helping businesses understand behaviour for super effective marketing, and relishes in simplifying over complicated processes for truly intelligent automated marketing. She’s the founder of Automation Ninjas - Experts in behavioural automation. Expect enthusiasm and a wealth of knowledge – not normalcy.

Leave a Comment:

(2) comments

Greg 16th September 2017

Hey Kenda, great stuff as always, and thanks for the shout out to Monkeypod!

I want to add a little caveat: YES, if someone is a certified partner it is definitely a plus; but I would never recommend hiring someone SOLELY because they are a Certified Partner.

The same thing holds true for ex-Infusionsoft Employees.

Heck, I’m both, but I would never want someone to hire me JUST because I worked there, or did the certification.

I recommend that businesses should hire someone based on merit. Ask to see examples of their work, testimonials from businesses they’ve helped, or results they’ve created.

The sad truth is that, as you said, there are exceptions to any rule. And I’ve seen customers who hired an ICP or ICC and were let down. I’ve seen folks who hired an ex-Infusionsite and were disappointed. It happens.

Those things are important, but pale in comparison to experience and merit.

Anyway, keep up the great work!

Reply
    Kenda Macdonald 16th September 2017

    Hi Greg!

    OF COURSE! Totally with you on that. This is exactly why I advocate in the what to look out for section “Stalk your helper before you get started.”
    Do your homework and your due diligence. I really mean it when I say: “It’s not a good sign if they aren’t practising what they preach…”

    Thanks for chipping in and pushing that point home harder. It’s super important 🙂

    Reply
Add Your Reply

Leave a Comment: