29 Ratings
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Score 8.2 out of 100
12 Ratings
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Score 6.1 out of 100

Feature Set Ratings

    Security

    Cisco Webex Experience Management

    Feature Set Not Supported
    N/A
    10.0

    Freshsuccess

    100%
    Freshsuccess ranks higher in 1/1 features

    Role-based user permissions

    N/A
    0 Ratings
    10.0
    100%
    5 Ratings

    Platform & Infrastructure

    Cisco Webex Experience Management

    Feature Set Not Supported
    N/A
    7.1

    Freshsuccess

    71%
    Freshsuccess ranks higher in 4/4 features

    API

    N/A
    0 Ratings
    7.2
    72%
    5 Ratings

    Integration with Salesforce.com

    N/A
    0 Ratings
    7.2
    72%
    6 Ratings

    Integration with Marketo

    N/A
    0 Ratings
    7.0
    70%
    1 Rating

    Integration with Eloqua

    N/A
    0 Ratings
    7.0
    70%
    1 Rating

    Customer Data Extraction / Integration

    Cisco Webex Experience Management

    Feature Set Not Supported
    N/A
    8.6

    Freshsuccess

    86%
    Freshsuccess ranks higher in 2/2 features

    Product usage

    N/A
    0 Ratings
    8.1
    81%
    6 Ratings

    Help desk / support tickets

    N/A
    0 Ratings
    9.1
    91%
    5 Ratings

    Customer Success Management

    Cisco Webex Experience Management

    Feature Set Not Supported
    N/A
    7.1

    Freshsuccess

    71%
    Freshsuccess ranks higher in 7/7 features

    NPS surveys

    N/A
    0 Ratings
    7.0
    70%
    2 Ratings

    Sponsor tracking

    N/A
    0 Ratings
    7.0
    70%
    1 Rating

    Customer profiles

    N/A
    0 Ratings
    7.1
    71%
    5 Ratings

    Automated workflow

    N/A
    0 Ratings
    8.0
    80%
    6 Ratings

    Internal collaboration

    N/A
    0 Ratings
    5.3
    53%
    5 Ratings

    Customer health scoring

    N/A
    0 Ratings
    8.1
    81%
    6 Ratings

    Customer segmentation

    N/A
    0 Ratings
    7.2
    72%
    5 Ratings

    CSM Reporting & Analytics

    Cisco Webex Experience Management

    Feature Set Not Supported
    N/A
    7.4

    Freshsuccess

    74%
    Freshsuccess ranks higher in 4/4 features

    Customer health trends

    N/A
    0 Ratings
    9.1
    91%
    6 Ratings

    Engagement analytics

    N/A
    0 Ratings
    7.0
    70%
    6 Ratings

    Revenue forecasting

    N/A
    0 Ratings
    4.4
    44%
    4 Ratings

    Dashboards

    N/A
    0 Ratings
    9.1
    91%
    6 Ratings

    Attribute Ratings

    • Cisco Webex Experience Management is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    8.6

    Cisco Webex Experience Management

    86%
    10 Ratings
    6.3

    Freshsuccess

    63%
    6 Ratings

    Usability

    8.2

    Cisco Webex Experience Management

    82%
    1 Rating

    Freshsuccess

    N/A
    0 Ratings

    Support Rating

    8.2

    Cisco Webex Experience Management

    82%
    1 Rating

    Freshsuccess

    N/A
    0 Ratings

    Likelihood to Recommend

    Cisco

    Cisco Webex Experience Management is well suited in handling live customer query. It helps in monitoring customer feedback and queries.It is very useful application for comparison of year on year data, month data and weekly data. It help in understanding customer life cycle. It can be used as an interaction tool with the customers by directly posing them questions about the services. It helps in Segmenting, targeting and positioning of your product or service in the long run. Cisco Webex Experience Management scenarios where it can be less appropriate are few. As it gives a lot on insights about customer feedback,customer tracing etc, it would not be useful in short term or for smaller business who are not focussing on the larger goals of the business
    Read full review

    Freshworks Inc

    Any SaaS company that needs to measure and track the health of client and user accounts will find the data provided by Natero extremely useful. If you have a support team that is tracking tickets, to-do-lists, etc. across different platforms, you'll be happy to know that you can consolidate most of those existing workflows into Natero, making this a single platform for your CES team to keep things running smoothly.
    Read full review

    Pros

    Cisco

    • Audio and video quality is amazing.
    • Screen sharing is easy.
    • Very secure connection.
    • Collaboration is made easy.
    • Easy access thanks to different versions available.
    Read full review

    Freshworks Inc

    • 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!
    Read full review

    Cons

    Cisco

    • No break out rooms[.]
    • Expensive relative to other similar products[.]
    • Video call is not effective as Zoom[.]
    • Ask to download client always[.]
    Read full review

    Freshworks Inc

    • 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.
    Read full review

    Pricing Details

    Cisco Webex Experience Management

    Starting Price

    $0 Per Month / 50 Responses / 1 user

    Editions & Modules

    Cisco Webex Experience Management editions and modules pricing
    EditionModules
    FREE$01
    BASIC$252
    STANDARD$503
    PREMIUM$1004
    EASY12 ¢5
    ENTERPRISE$5006

    Footnotes

    1. Per Month / 50 Responses / 1 user
    2. Per Month / 200 Responses / 2 users
    3. Per Month / 500 Responses / 2 users
    4. Per Month / 1000 Responses / 4 users
    5. Per Response / Unlimited users
    6. Customized Usage Packages

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing Info

    Freshsuccess

    Starting Price

    $79 per month

    Editions & Modules

    Freshsuccess editions and modules pricing
    EditionModules
    Estate$79 billed annually1
    Estate$95 billed monthly2
    Forest$129 billed annually3
    Forest$150 billed monthly4

    Footnotes

    1. per month per user
    2. per month per user
    3. per month per user
    4. per month per user

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Usability

    Cisco

    No code / Low Code Easily pluggable to any digital solution Comprehensive dashboard builder Predict Revenue based on CSAT and NPS scores Monitor Customer Journey end to end Visual Journey Maps
    Read full review

    Freshworks Inc

    No answers on this topic

    Support Rating

    Cisco

    Cisco Webex Experience Management team are very supportive from training to implementation to support and is a definite plus whenever you take a new product that challenges existing paradigm.
    Read full review

    Freshworks Inc

    No answers on this topic

    Alternatives Considered

    Cisco

    Cisco Webex Experience Management offers customers a comprehensive selection of maturity models during the subscription, depending on their needs. One agreement covers software, features, services, and technical support. easy-to-use SaaS-based product that brands can use to measure key metrics like the Net Promoter Score and the unique Customer Delight score, discover actionable insights for Customer Experience improvement, and address issues as they happen at any touchpoint of interaction with the customer. The vendor further states a brand can go live in just 30 minutes across a global network of locations and multiple touchpoints of interaction, and that the solution is designed to integrate with the users’ existing tools including CRM solutions, POS data, and ERP solutions.
    Read full review

    Freshworks Inc

    I highly recommend and prefer using Salesforce over Natero. Salesforce allows me to pull in as many fields into a report as I would like, compared to 14 different fields into Natero. I am able to view and make changes to information much quicker than Natero. I like Salesforce much more.
    Read full review

    Return on Investment

    Cisco

    • Improved on work speed and efficiency by working in great and organized teams.
    • Management of customer journey in an orderly way.
    • It cuts off some people from joining or participating in a meeting.
    Read full review

    Freshworks Inc

    • 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
    Read full review

    Screenshots

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