Likelihood to Recommend I think Custora is a great fit for B2C companies that are trying to take their relationship marketing programs to the next level and outside of basic segmentation. It's a great platform to consolidate all customer, order history, and campaign history type data into one platform to obtain a 360 degree view of the customer. Additionally I would say, if an organization is resource constrained from an analytics perspective, the platform also makes great sense to invest in. It provides out of the box predictive analytics, and custom lifecycle triggers to align a retention marketing program around. Outside of the upfront work to get the platform up and running, it's very marketer friendly to utilize
Read full review Planhat is very cost-effective compared to its competitors and offers a similar level of functionality. So if you are looking for a CS platform that will give your CSM's all the data they need to manage their portfolio, then Planhat will do the job very well. I was part of the team that was tasked with selecting a CS platform for Pexip, and the combination of cost and performance made Planhat a clear winner against the other two products we were evaluating.
I still use Salesforce on a daily basis because that's the platform we use to generate quotes. It would be nice if I only had one platform to perform all of my CS tasks in. I'm not sure if that's a criticism of Planhat or not, as I don't know if it has a quoting module that we haven't implemented, or whether that function simply isn't available.
Read full review Pros Real-time insights are spot on with minimal millisecond differences Customer profile creation is on point with very good data unification capabilities Data ingestion from multiple sources and cleaning of PII data The insights engine is highly refined even having behavioural insights capability Read full review Excellent customer support and onboarding experience. They are very quick to respond to queries via the live chat. Our CS manager was brilliant in helping us get set up and making sure we were getting the most from all the features. The platform and features are very user friendly and intuitive. It's an extremely powerful tool with a lot of functionality, but thankfully it doesn't take long to learn how to use it. The customer portal is a game changer. The ability to share playbooks, data, and meeting notes all in one place is so useful for our customers and helps build trust and transparency. Read full review Cons Currently there are limitations with the number of personas that can be built in the instance, it would be great to have more flexibility here We occasionally see issues with lists delivered to our ESP from the platform. Not a major problem, but could be an area of improvement Read full review Allow for cc'ing of AEs or others within the same organization from the messaging center. When I went to send a message from within Planhat, I had to manually type out the AE's email address every time if I wanted them cc'd. The fonts were funky if I went to add text into an existing email template. For example, if I added in an extra sentence or paragraph, in Outlook on the recipient's end, the font was different despite looking the same within Planhat. Gmail was all consistent, Outlook was showing a different font. Read full review Usability Our onboarding experience with Planhat was smooth and quick. The features and dashboards are very intuitive and don't take long to get the hang of. The support team is very responsive and helpful. Our CSM really took time to understand the goals and objectives of our business and helped us make sure Planhat was working to deliver on these goals.
Read full review Support Rating Planhat support is excellent. We have a dedicated resource allocated to work with us, and he is extremely knowledgeable, articulate and responsive. The wider support team at Planhat is also very good, responding quickly to any issues logged. As an end-user, you can chat with Planhat support if you encounter any issues or have any questions, and they have always helped me.
Read full review Alternatives Considered Amperitiy's data model is much more refined compared to the competition which makes it ideal for firms looking for a no-nonsense CDP. However, it lacks campaigns and delivery features when compared to some other CDP providers like
mParticle and Clevertap. The pricing is good and the usage-based pricing ensures that even small to mid-sized teams can afford it. Support can be improved though.
Read full review I was not the person involved in choosing Planhat, but it seems to me that Planhat is much better suited to an account management style role, whereas Hubspot is closer to a sales CRM instead. In my position, Planhat is better suited as it is more graphical, more flexible, and easier to find information on.
Read full review Return on Investment Overall we have been able to increase the mix of triggered related revenue in email from 20% to 50% of total revenue after implementing Custora's lifecycle triggers We've also seen one off email tests with incremental conversion rates up to 75% when utilizing Custora personas to personal communications Read full review Planhat has, for the first time, given us a 360-degree view of all our customers and access to all the different types of communication we have with them across different departments and functions. The ability to automate workflows, tasks, and assign playbooks to the various phases of our customer lifecycle has aligned all our departments. Read full review ScreenShots