What users are saying about
29 Ratings
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Score 8.2 out of 100
20 Ratings
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Score 8.7 out of 100

Feature Set Ratings

    Security

    Cisco Webex Experience Management

    Feature Set Not Supported
    N/A
    8.8

    Planhat

    88%
    Planhat ranks higher in 1/1 features

    Role-based user permissions

    N/A
    0 Ratings
    8.8
    88%
    10 Ratings

    Platform & Infrastructure

    Cisco Webex Experience Management

    Feature Set Not Supported
    N/A
    9.1

    Planhat

    91%
    Planhat ranks higher in 2/2 features

    API

    N/A
    0 Ratings
    8.7
    87%
    8 Ratings

    Integration with Salesforce.com

    N/A
    0 Ratings
    9.5
    95%
    6 Ratings

    Customer Data Extraction / Integration

    Cisco Webex Experience Management

    Feature Set Not Supported
    N/A
    8.7

    Planhat

    87%
    Planhat ranks higher in 2/2 features

    Product usage

    N/A
    0 Ratings
    8.8
    88%
    10 Ratings

    Help desk / support tickets

    N/A
    0 Ratings
    8.6
    86%
    8 Ratings

    Customer Success Management

    Cisco Webex Experience Management

    Feature Set Not Supported
    N/A
    9.0

    Planhat

    90%
    Planhat ranks higher in 7/7 features

    NPS surveys

    N/A
    0 Ratings
    9.3
    93%
    9 Ratings

    Sponsor tracking

    N/A
    0 Ratings
    9.1
    91%
    6 Ratings

    Customer profiles

    N/A
    0 Ratings
    8.8
    88%
    10 Ratings

    Automated workflow

    N/A
    0 Ratings
    8.3
    83%
    10 Ratings

    Internal collaboration

    N/A
    0 Ratings
    8.4
    84%
    10 Ratings

    Customer health scoring

    N/A
    0 Ratings
    9.3
    93%
    10 Ratings

    Customer segmentation

    N/A
    0 Ratings
    9.7
    97%
    10 Ratings

    CSM Reporting & Analytics

    Cisco Webex Experience Management

    Feature Set Not Supported
    N/A
    8.8

    Planhat

    88%
    Planhat ranks higher in 4/4 features

    Customer health trends

    N/A
    0 Ratings
    9.1
    91%
    9 Ratings

    Engagement analytics

    N/A
    0 Ratings
    8.7
    87%
    9 Ratings

    Revenue forecasting

    N/A
    0 Ratings
    8.3
    83%
    6 Ratings

    Dashboards

    N/A
    0 Ratings
    9.0
    90%
    9 Ratings

    Attribute Ratings

    • Planhat is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

    Likelihood to Recommend

    8.6

    Cisco Webex Experience Management

    86%
    10 Ratings
    9.2

    Planhat

    92%
    10 Ratings

    Usability

    8.2

    Cisco Webex Experience Management

    82%
    1 Rating
    9.2

    Planhat

    92%
    4 Ratings

    Support Rating

    8.2

    Cisco Webex Experience Management

    82%
    1 Rating
    9.7

    Planhat

    97%
    4 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

    Planhat

    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

    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

    Planhat

    • Customer support and onboarding experience is really smooth, straightforward, and fast.
    • Dashboards have been really powerful for customer and business intelligence.
    • Management reporting in real time.
    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

    Planhat

    • 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

    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

    Planhat

    Starting Price

    Editions & Modules

    Planhat editions and modules pricing
    EditionModules

    Footnotes

      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

      Planhat

      Planhat is an easy-to-use, intuitive software that didn't take long to set up and learn. We are able to view powerful, rich data in dashboards that break everything down so comprehensively. The support team is always there to help and is very quick to respond in live chat--so if you do have an issue or are unsure of how to use a feature, you will more than likely get an immediate response to your query, while still in the platform.
      Read full review

      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

      Planhat

      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

      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

      Planhat

      Planhat was the most agile and easy to use software, while still having unique and powerful features that allowed us to really customize the software around our organization and needs. Planhat is more than a Customer Success tool in essence and adds tremendous value and flexibility over its competitors.
      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

      Planhat

      • Better visibility into customer health, which led to more proactive reach outs to accounts at high risk.
      • Better renewal visibility by being able to surface upcoming renewal accounts and proactively reach out to provide value ahead of time.
      Read full review

      Screenshots

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