Freshsuccess vs. Planhat

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshsuccess
Score 7.8 out of 10
N/A
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: 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…
$79
per month
Planhat
Score 8.0 out of 10
N/A
Planhat, headquartered in Stockholm, offers their modular suite of applications to subscription based businesses, providing customer success product usage health alerts and guidance, as well as revenue management for tracking subscriptions and business health.N/A
Pricing
FreshsuccessPlanhat
Editions & Modules
Estate
$79 billed annually
per month per user
Estate
$95 billed monthly
per month per user
Forest
$129 billed annually
per month per user
Forest
$150 billed monthly
per month per user
No answers on this topic
Offerings
Pricing Offerings
FreshsuccessPlanhat
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
FreshsuccessPlanhat
Security
Comparison of Security features of Product A and Product B
Freshsuccess
10.0
5 Ratings
15% above category average
Planhat
8.9
10 Ratings
4% above category average
Role-based user permissions10.05 Ratings8.910 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Freshsuccess
7.1
6 Ratings
17% below category average
Planhat
9.1
9 Ratings
8% above category average
API7.25 Ratings8.78 Ratings
Integration with Salesforce.com7.26 Ratings9.56 Ratings
Integration with Marketo7.01 Ratings00 Ratings
Integration with Eloqua7.01 Ratings00 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
Freshsuccess
8.6
6 Ratings
1% above category average
Planhat
8.6
10 Ratings
1% above category average
Product usage8.16 Ratings8.710 Ratings
Help desk / support tickets9.15 Ratings8.58 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
Freshsuccess
7.1
6 Ratings
13% below category average
Planhat
8.9
10 Ratings
9% above category average
NPS surveys7.02 Ratings9.29 Ratings
Sponsor tracking7.01 Ratings9.16 Ratings
Customer profiles7.15 Ratings8.710 Ratings
Automated workflow8.06 Ratings8.110 Ratings
Internal collaboration5.35 Ratings8.510 Ratings
Customer health scoring8.16 Ratings9.210 Ratings
Customer segmentation7.25 Ratings9.710 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
Freshsuccess
7.4
6 Ratings
10% below category average
Planhat
8.6
9 Ratings
5% above category average
Customer health trends9.16 Ratings9.29 Ratings
Engagement analytics7.06 Ratings8.39 Ratings
Revenue forecasting4.44 Ratings8.06 Ratings
Dashboards9.16 Ratings9.09 Ratings
Best Alternatives
FreshsuccessPlanhat
Small Businesses
Intercom
Intercom
Score 8.9 out of 10
Intercom
Intercom
Score 8.9 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.6 out of 10
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FreshsuccessPlanhat
Likelihood to Recommend
6.3
(6 ratings)
9.0
(10 ratings)
Usability
-
(0 ratings)
9.0
(4 ratings)
Support Rating
-
(0 ratings)
9.7
(4 ratings)
User Testimonials
FreshsuccessPlanhat
Likelihood to Recommend
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
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.
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Pros
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!
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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
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
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.
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Usability
Freshworks Inc
No answers on this topic
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.
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Support Rating
Freshworks Inc
No answers on this topic
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.
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Alternatives Considered
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.
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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.
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Return on Investment
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
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

Freshsuccess Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of

Planhat Screenshots

Screenshot of Insights identify outliers in a portfolio to help users understand risks and opportunities.Screenshot of Displays clients through any filter to shows only the information that matters.