Review of the SlapFive Platform

May 13, 2024

Table of Contents

  1. Product Overview
  2. Key Features Review
  3. Integrations and APIs
  4. Customer Service Offerings
  5. Professional Service Offerings
  6. Considerations for Migrating from Influitive

1. Product Overview

SlapFive brands itself as Advocacy 2.0, with legacy tools such as Influitive taking the label of Advocacy 1.0. In this article, we’ll seek to gain an understanding of what SlapFive offers customer and advocate marketers to warrant such an upgrade in nomenclature.

We’ll do so by exploring its key features; meaning those it promotes as key as well as those you’ll likely be looking for in a tool that occupies this space. We will also explore the important topics of integrations, customer service offerings, and attempt to get an understanding of customer sentiment as gathered from online reviews and other forums.

SlapFive is a well-thought-out advocacy management platform co-founded by Advocacy veteran Jeff Ernst, that is more akin to traditional reference request platforms than community and gamification platforms like Influitive or Base. We’ll soon see why that comparison doesn’t exactly do it justice, but it’s important to understand that SlapFive mostly functions as a backend workflow tool that relies on email, account rep outreach, or third-party portals/communities to generate activity.

I said SlapFive is mostly a backend tool because, while it doesn’t have a centralized homepage for advocates to visit, it does offer a suite of tools for collecting and displaying customer stories and other referenceable content. We’ll delve deeper into that functionality further on in this article.

SlapFive believes that advocacy doesn’t have to happen in a separate “logged-in” destination, so they do not offer a portal in their suite of features. This historically left a gap for those migrating from other platforms like Influitive or those who do not already have a community in place.

Through its partnership with Gradual, a community, content, and event hosting platform, SlapFive is hoping to close the gap. They now offer a bundled solution that includes Gradual alongside their base product if you don’t already have a portal or community. This could be the dealbreaker when it goes up against Base, Influitive, or community platforms, but SlapFive welcomes the use of other community platforms as the frontend, happily collecting relevant data on member profiles in their Google Data Studio-powered reporting system. In the integrations section of this article, we’ll explore what their community integrations look like.

2. Key Features Review

In this section, we’ll review they key features of SlapFive’s product. We’ll start with a general review of their Request > Prompt > Story > Board system, then get into specific types of advocacy, namely: referrals, references, and reviews.

You won’t find much about gamification and motivation here besides rewards (discussed later in this article), because that’s not the focus of SlapFive. While customers can attach an “Engagement Score” (their closest analog to points) to each advocacy activity type, these are optional and there is no talk at all of levels or badges.

Requests

Requests drive most core advocacy activities in SlapFive. This is where you’ll find the product differs from portal-based advocacy platforms, but it’s also where it excels.

In SlapFive, Sales Reps aren’t limited to requesting referenceable advocates from Salesforce, they can choose from any of the advocacy types that are defined during onboarding. From the Opportunity Record, you could in theory request:

  • References
  • Testimonials/Recorded references
  • Case Studies
  • User-generated Content
  • Webinar/Event speakers
  • Referenceable advocates
  • The Moon

The requester can also specify which advocate(s) should fulfill the request. Using the request tool in Salesforce, they specify criteria such as industry, products used, seniority, etc. The actual criteria available depends on which fields were set up on advocate profiles.

To avoid burning out your advocates, each member can specify (on sign up or through periodic surveys) how many of each activity they are willing to do per quarter. This information lives on their profile and can also be viewed in Salesforce.

Once a request is made, it lands on a Kanban style board, where it makes progress from the “new” column all the way through to “fulfilled.” This is a simple concept but provides an intuitive way for a program manager to track requests.

Prompts and Stories

If the request is for user-generated content such as a video or text testimonial, the platform will generate a page for advocates to easily submit or produce their content. In SlapFive’s nomenclature, this is called a “Prompt.”

This prompt system is something they tout quite highly, and we believe it’s another differentiator in the industry. It has an easy-to-use interface for submitting video, audio, text, or other assets. There is also no need for an advocate to login to complete the request.

Fulfilling a request involves some sort of outreach such as an automated email containing the prompt or a message from the Account Manager or CSM.

Responses to these prompts are called, “Stories” and can be shared on what they call a “Board,” SlapFive jargon for a landing page. A board can contain one or more pieces of content that have been curated by the advocacy program manager.

Below is an example of a customer success story board.

Review of the SlapFive platform

Embeddables

The boards produced from the collection of stories can be shared publicly via URL as a standalone page or embedded into a website using some JavaScript or iframe code. SlapFive provides templates for boards and embeds that take the design work out of creating showcases.

To get a good understanding of what the various, take a look at their marketing page on the subject. Below is an example of embedded showcase. In this case, clicking on any of the individuals reveals a video testimonial.

In addition to the examples above, SlapFive embeds can take the following form:

  • Showcase of reviews with attribution from third party sites
  • Customer stories and use cases
  • Thought leadership pieces
  • Member directories

Referrals

Keeping with SlapFive’s backend advocacy management concept, you won’t find a referral form within their platform. Referral forms can be promoted via SlapFive Boards, but they will still have you link to a form hosted by your Marketing Automation System.

Using their native integration with the following platforms, all lead activity and progress is recorded in SlapFive:

  • Marketo
  • Eloqua
  • HubSpot
  • Referenceable customer matching based on criteria
  • Recorded references (basically pre-recorded structured testimonials)

Reviews

SlapFive doesn’t have direct integrations with Review sites, instead it takes the approach of trying to make things easier for advocates to share their reviews across multiple websites.

Review of the SlapFive platform

Advocates will be offered a series of questions that have been pulled from popular review sites (see image above). Once they have saved their response, a board containing their responses will be created from which they can copy-and-paste the same review to multiple review sites.

Reporting

SlapFive offers fairly basic reporting Dashboards within their platform, but this does mean they are snappy and reliable. You will find the metrics on the following:

  • Members: Number of members, members by industry, company size, industry, etc.
  • Content: The number of content pieces by type, source, etc.
  • Requests: Stats on request types and status
  • Engagement: Advocacy activities by type, engagement score, rate, and number of activities

While the offerings are limited, SlapFive operates on Google Data Studio and works with customers to create custom dashboards outside of their platform. They do not offer the ability for customers to create their own custom reports or dashboards within the product itself.

3. Integrations and APIs

Salesforce Integration

Since stakeholder and rep access to SlapFive is likely limited, the Salesforce integration features

collectively aim to streamline customer engagement and leverage customer content to drive sales and marketing efforts within the Salesforce.

  • Data Synchronization: Bi-directional synchronization between SlapFive and Salesforce objects, ensuring data consistency across platforms.
  • Custom Components: Custom UI components and fields that integrate SlapFive content with Salesforce, enabling Salesforce users to access and share customer stories and references directly from Salesforce records.
  • Influence Reporting: SlapFive’s integration comes with out-of-the-box reporting capabilities that track customer influence on revenue, utilizing custom objects and dashboard analytics to measure the impact of customer activities on sales outcomes.

Community Integrations

As mentioned earlier in this article, SlapFive would prefer advocacy be part of your larger customer community on another platform. You can use SlapFive to generate, track progress, and report on advocacy activities, while relying on your external community as promotional vehicle.

The SlapFive Community Connector officially supports the following platforms:

  • Higher Logic Vanilla
  • Gradual
  • Insided by Gainsight
  • Khoros
  • Salesforce Community Cloud

Additional Integrations

SlapFive also has integrations with the following platforms:

  • Marketo, Eloqua, HubSpot (discussed in the Referrals section)
  • Influitive (discussed father in the Influitive migration section)
  • Gainsight

In addition to the native integrations, SlapFive promotes other integrations via Zapier or Workato:

  • Typeform: Integrate surveys into SlapFive, notably member sign-up forms
  • Highspot: Post new content from SlapFive to Highspot

API and Webhooks

The SlapFive API, in conjunction webhooks, enables the creation of bi-directional integrations with your platform of choice, given you have the right tools, expertise, and time.

If you have a community or other customer portal serving as the front-end of your advocacy efforts, the API can serve as a great way to access SlapFive’s full potential as an advocacy repository and orchestration tool.

SlapFive has webhooks for a host of events such as member updates, page views, activity log updates, and more. These webhooks send information about the specified event to URLs that you enter into their configuration page. This would enable outbound integration (typically via a third party such as Zapier or Workato) with just about any app.

The SlapFive REST API provides endpoints for most retrieval and creation operations you might want to perform:

  • Board Creation and Management
  • Story Handling
  • Access Company and Advocate Details
  • Access Activity Logs

4. Customer Service Offerings

In this section, we’ll review what SlapFive offers in terms of account management, strategic guidance, support, and professional services.

Onboarding

The onboarding process, included in each customer’s subscription fee, is said to take just under one month. This includes everything you might expect like training, strategy, and planning.

During onboarding, every new customer participates in a Customer-Led Growth Strategy Workshop, which is part discovery, part strategy session. Reps dig into the company’s strategic growth initiatives, determine top use cases for SlapFive, define metrics, and design programs and campaigns to drive all the above.

Account and Customer Success Management

Each customer has a dedicated CSM for no additional cost. You can expect them to perform typical functions such as providing ongoing guidance, account support, and EBRs.

Support Channels

In addition to their ticketing system, SlapFive offers every customer a private Slack channel with their CSM and the technical support team.

Customers also have the mobile phone numbers of all CSMs and the technical support team for any urgent issues. Additionally, the CEO makes his mobile phone number available for customers wishing to report concerns.

Support Hours

Normal support hours are from 8:00 AM to 8:00 PM United States Eastern Time; emergency support is offered 24/7.

5. Professional Service Offerings

Voice Advice

SlapFive offers a professional content creation service called, Voice Advice. This service provides seasoned business leaders that will interview a company’s customers to produce written and video assets as well as custom SlapFive boards.

Minute Booth

The Minute Booth service similarly offloads the story gathering efforts from companies by sending SlapFive reps to their conferences or industry events. They gather content by asking event attendees up to five questions, all of which can be answered within one minute.

6. Considerations for Migrating from Influitive

As you read through this article, you’ll likely have come to the same conclusion that we have; SlapFive is not a direct replacement for Influitive. You’ll find a more direct analogy in Base, as we discussed in this article on migrating from Influitive to Base. However, if your heart is open to Advocacy 2.0 and you’re looking to capture, manage, publish and measure customer content in addition to engaging advocates, SlapFive may be for you.

If you don’t already have a portal, you can look to the aforementioned integration with Gradual. It will enable the following frontend features:

  • Segmented content
  • Live lounges
  • Event promotion
  • Text/videos/images pages
  • Messaging and Discussions
  • Resources hosting

You can get a feel for what a Gradual-powered community might look like by joining SlapFive’s own CustomerX Pros.

Influitive Integration

Whether you are moving away from Influitive or you like SlapFive’s advocacy management tools, they do offer a native integration that assists in transferring advocacy activities. It does so by hooking into the Influitive API and pulling in all events.

While this may sound convenient, we’d recommend using this migration as an opportunity to step back and review the data you want to import. It’s a good way to start fresh with the data that is important to your business and metrics. According to SlapFive, it is more common to import data via CSV instead of using the integration method.