Name: Reef.ai
Author: Reef.ai

Help Desk

Web and Video Conferencing

Customer Support

AI Code Generation

Agile Development

Product Analytics

Version Control

Development

Business Intelligence (BI)

Collaboration

IP PBX

Knowledge Management

Policy Management

Enterprise

Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Scheduling

HR Management

Payroll

Talent Intelligence

Talent Management

Time Tracking

Workforce Analytics

Workforce Management

Human Resources

Cloud Brokers

Cloud Storage

Code Review

Data Catalog

Data Deduplication

Data Privacy Management

Data Warehouse

Edge Computing

Embedded Database

Ethernet Switches

Firewall Security Management

Fraud Detection

IP Address Management (IPAM)

Integration Platform as a Service (iPaaS)

Low-Code Development

Mainframe Monitoring

Migration

Mobile Identity

Network Monitoring

Network Performance Monitoring

Network Simulation

Rack Servers

Tape Storage

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Customer Experience Management

Data Cleansing

Digital Experience Intelligence

Digital Rewards

Email Marketing

Marketing Automation

Mobile Analytics

Search Engine Marketing (SEM)

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Presales

Sales Incentive Compensation Management

Sales

GDPR Compliance

Security Orchestration, Automation and Response (SOAR)

Security

Animal Shelter

Apparel

Computer-Aided Design (CAD)

ID Card

Last Mile Delivery

Lease Management

Oil and Gas

Online Ordering

Vertical-Specific

Top Rated 2023

small

medium

large

Totango customer success software, now with Catalyst, helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. Totango and Catalyst will become a unified product, following the merger in February 2024.

Totango

Customer Success

Platform & Infrastructure

Customer Data Extraction / Integration

Customer Success Management

CSM Reporting & Analytics

Role-based user permissions

Integration with Salesforce.com

Integration with Marketo

Product usage

Help desk / support tickets

NPS surveys

Sponsor tracking

Customer profiles

Automated workflow

Internal collaboration

Customer health scoring

Customer segmentation

Customer health trends

Engagement analytics

Revenue forecasting

Dashboards

Online customer community

Billing

Marketing emails

Customer lifetime value

Churn rate

ClientSuccess, from the company of the same name in Lehi, is presented by the vendor as a simple yet sophisticated solution for CSMs, and the Executive team. For the CSMs, ClientSuccess brings together the tools, best practices, insights and analytics needed to proactively manage customers.  For the Executives, they deliver analytics, metrics and reports to provide a comprehensive view of the health of a SaaS business.

ClientSuccess

Integration with Eloqua

ChurnZero

Gainsight CS

Likelihood to Recommend

Likelihood to Renew

Availability

Performance

Usability

Support Rating

Online Training

Implementation Rating

Configurability

Product Scalability

Vendor post-sale

Gainsight

Planhat

CustomerSuccessBox

Customer Success Box

Freshsuccess

Freshworks Inc

Custify

Vitally

Reef is a customer success software platform that helps users develop a complete picture of customer engagement by connecting to customer data sources across product, marketing, communications, meetings, support, and sales.

Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.

The Early Stage program

Proactive Support Plus add-on

Expert

Advanced

Essential

Intercom

Incident and problem management

Self Help Community

Multi-Channel Help

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

External knowledge base

Internal knowledge base

Customer portal

Social integration

Email support

Help Desk CRM integration

Subscription

Reef.ai

Customer Success Management is concerned with proactively making sure that SaaS customers get value from their relationship with the vendor. CSM platforms typically give early warning of potential customer churn based on disparate data elements, giving the vendor time to take early action to keep the relationship on track.

The software integrates with your application to track how customers are using your product.

The software integrates with your support desk and call center systems to track each customer’s support needs and activities.

The software tracks how each customer interacts with your online customer community or forum.

The software tracks where each customer stands in terms of billing and payments.

The software integrates with your email marketing system to track how customers are interacting with your marketing campaigns, e.g., opens, clicks and unsubscribes.

The software facilitates the creation and execution of NPS (net promoter score) surveys, and integrates the results within each customer’s profile.

The software alerts you when a sponsor or admin user changes roles or leaves the company. The software may track this through LinkedIn integration or changes in the user record in your product.

The software unifies and presents all customer data in one place, so customer success managers can track the health of each of their customers.

The software allows you to set up automated actions, alerts or tasks to be triggered by particular changes in customer data.

The software allows members of your team to communicate and leave notes about any customer issues.

The software allows you to build rules for scoring customer health based on customer data and actions, much like lead scoring for marketing.

The software allows you to segment customers by particular attributes, e.g., onboarding customers vs. legacy customers.

Reporting & Analytics specific to customer success management

The software allows executives to view customer health trends over time.

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.

Based on customer health trends, churn rates, etc., the software can predict revenue.

Users can create, customize and share dashboards, which provide an overview of the most important metrics.

The software can calculate and report on customer lifetime values.

The software can calculate your churn rate, or the rate at which you lose customers.

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

An API (application programming interface) provides a standard programming interface for connecting third-party systems to the software for data creation, access, updating and/or deletion.

The software can integrate with Salesforce.com bi-directionally, allowing for data syncs, activity alerts, campaign triggers, enhanced reporting, and lead assigning.

The software can integrate with Marketo bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.

The software can integrate with Eloqua bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.

Reviews

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Home

Customer Success Software

Operating Systems	Unspecified
Mobile Application	No

Reef.ai

Overview

What is Reef.ai?

Leaving a review helps other professionals like you evaluate Customer Success Software

Pricing

Reef.ai

What is Reef.ai?

Entry-level set up fee?

Offerings

Would you like us to let the vendor know that you want pricing?

Alternatives Pricing

Intercom

What is Intercom?

Gainsight CS

What is Gainsight CS?

Product Details

What is Reef.ai?

Reef.ai Technical Details

Comparisons

Compare with

Totango

ClientSuccess

ChurnZero

Gainsight CS

Planhat

CustomerSuccessBox

Freshsuccess

Custify

Vitally

Reviews