#1 most frequent
United States of America
41.7%5 installations of 12
What is Freshsuccess?
Freshsuccess (based on technology acquired by Natero by Freshworks in May 2019) is designed to help Customer Success Managers prevent churn, increase account expansion, and manage more customers with less effort.
The vendor says features include:
The vendor says features include:
- Customer 360 - See customer emails, chats, meetings, support tickets, billing history, and product usage, in one place.
- Predictive Alerts - Predict which customers are likely to churn, convert, or expand their business.
- Health Scores - Monitor customer health based on in-app usage, custom KPIs, CSM scores, support tickets, and NPS.
- Workflows & Playbooks - Drive Customer Success processes for Onboarding, Business Reviews, Risk Mitigation, and Renewals.
- Targeted Emails - Send timely and relevant emails to the right customers using automatic triggers or segmented lists.
- Dashboards - See critical metrics like Churn, Lifetime Value (LTV), product adoption, financial health or create custom views.
- Reporting - Explore customer data and spot trends over time using a point-and-click report builder.
- Segmentation - Create dynamic lists of accounts and users for in-depth analysis, comparison, or customer outreach.
Categories & Use Cases
Media
1 / 4
Top Performing Features
Role-based user permissions
Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.
Category average: 8.8
Help desk / support tickets
The software integrates with your support desk and call center systems to track each customer’s support needs and activities.
Category average: 8.7
Customer health trends
The software allows executives to view customer health trends over time.
Category average: 9.2
Areas for Improvement
Engagement analytics
The software allows you to track and report on how your customer base overall is using your product to surface insights such as how feature adoption correlates with customer retention.
Category average: 9
Internal collaboration
The software allows members of your team to communicate and leave notes about any customer issues.
Category average: 8.4
Revenue forecasting
Based on customer health trends, churn rates, etc., the software can predict revenue.
Category average: 8.1
Who Buys & Uses Freshsuccess
#2 most frequent
Canada
16.7%2 installations of 12
#3 most frequent
India
16.7%2 installations of 12
Awesome Platform for Customer Success
Pros
- Health score mechanism is awesome with a lot of control over granularity.
- Support and implementation teams are superb.
- Reporting is very robust.
- Customizability and flexibility in integrations, metrics, and dimensions make this a highly useful platform.
Cons
- It's a complex platform, it can be hard to find what you're looking for if you don't know where to look.
- There have been a few features which work correctly but can be a bit confusing to get working correctly. Fortunately, the support team is so on it, we get an answer within an hour.
- I would have liked Natero to have a mechanism in place to nudge users of the platform to use it. This would help with getting adoption on our end. While the onboarding documentation was great, a more hands-on approach to getting users to adopt and use the platform would have helped us get up to speed earlier. It took us nearly 9 months to really start using the system which is partially due to the complexity of the integration process and partially due to the difficulty of switching over CES processes into Natero.
Return on Investment
- Once you have some data behind you, you can get a real-time health score of your accounts, giving you great insights into which accounts need a little extra TLC and which ones are your champion users.
- Consolidation of all CES software and processes into a single platform to save time and provide additional efficiencies.
- Automation of playbooks, emails, and workflows save the support team tons of time and prevents things from falling in the cracks. We've set up quarterly reminders to follow-up with accounts which no longer needs to be manually set up.
Alternatives Considered
Amity and Gainsight
Customer success made easy
Pros
- Intelligent health scoring
- Data analysis
- Productive one stop account view
Cons
- Some of the integration could be more automated
- More out of the box charts would be useful
Return on Investment
- Visibility - We can now see in one place the many dimensions of customer health
- Focus - Knowing who is in trouble and how that affects the business means teams can focus on key accounts
- Insight - Natero shows the effectiveness of common actions, therefore we can improve processes over time
Alternatives Considered
Pendo.io, Salesforce.com, Heap and Mixpanel
Love the dashboard capability
Pros
- Reporting and dashboards. We like they started out as a BI tool.
- Health Scores are flexible.
Cons
- Make set up more self-service. We are changing a lot of systems, and it was challenging to have to coordinate every item with Natero.
- Automatically triggered emails based on certain usage.
Return on Investment
- Natero has saved us a lot of time, and being able to track what is happening with our clients is extremely helpful.
- Being able to push data back into salesforce in terms of engagements is helpful so the sales team can stay informed.
Alternatives Considered
Gainsight, ChurnZero and ClientSuccess
It could be better
Pros
- Allows me to make changes in one view.
- Allows me view multiple information.
- Allows me to read information quickly.
Cons
- The reporting functionality could be better.
- There is not that much customization available.
- It takes multiple clicks to be able to view the information.
Return on Investment
- It's made my job harder.
- It's made it harder to update my customer's information.
- It's made me spend more time deleting information to satisfy the character limit.
Alternatives Considered
salesforce
Other Software Used
Salesforce.com, Namely, Google Drive
Natero has many benefits, but may not be the best project management solution
Pros
- Love the accounts view to see all my accounts, their health and some helpful stats!
- The charting is relevant and detailed for customers to understand their usage of our product. The look and feel is very clean and easy to understand.
- In the account, you can link to other documentation, which is great!
Cons
- Workflows are easy to set up, however, there is not a good visual, like a Gantt chart. This would help everyone see the status more clearly.
- When you go into an account, it's hard to go back to the page you were on previously.
- My dashboard does not provide particularly helpful information.
- SFDC cannot be updated via Natero. So I have to make updates in multiple places. This is the biggest gripe I have with Natero.
Return on Investment
- Account health is easy for leadership to review and get details on, without having to reach out to each CSM.
- Natero leaves a lot to be desired from a project management perspective. It's difficult to know where a customer stands and can feel overwhelming to set up a new customer.
- Customer usage data is very helpful to provide in Business Reviews to customers. Charts are clear and easy to understand!
Other Software Used
Salesforce.com, Google Drive, Greenhouse, Namely, Atlassian Confluence
