Strikedeck (discontinued) vs. Vitally

The system is good for Customer Success teams to get started and if all the users are updating it responsibly. There are not many checks and balances in the system so your team will have to be disciplined. The reason why I have not been generous with my rating is only because of the slow nature of support and upgrades to the product.

Incentivized

• Vitally is suitable for any software company that is looking to measure and report and action the health of their customers.
• While you would get less value from the tool if you do not have a team in place to action the insights it generates, I would still recommend that smaller teams look at implementing health scores and setting up automated responses to bad health.

Incentivized

• Automating tasks within Playbooks
• Combine multiple sources of customer data
• Makes it easy to track and review customer status
• The Customer Support is outstanding - knowledgeable, helpful, responsive

Incentivized

• Simple setup
• Detailed reporting
• Automates manual tasks
• Excellent support

Incentivized

• The knowledge base with content and videos is still work in progress.
• The support team was very responsive, but not consultative. I had to create from scratch most of the time.
• It was confusing to use.

Incentivized

• NPS measurement is not particularly customizable

Incentivized

I think the only thing holding me back from a 10 is the fact that I don't have that next step field and integration seems to break at times.

Incentivized

When we get issues with Strikedeck, we raise it internally with the Strikedeck admin team. They then contact Strikedeck and raise a support ticket. The turnaround time is quick quick. But from my personal use of Strikedeck, I have only come across few situations where a support ticket is raised with Strikedeck.

Incentivized

The lower price was why we went with Strikedeck over Gainsight or Totango.

Incentivized

• Vitally was much easier to both set up and maintain than ChurnZero. The ongoing cost of keeping Churn Zero set up correctly was ultimately too much and caused us to look at other tools.
• Vitally's user interface is much cleaner and easier to understand. While ChurnZero may have more customizations, we ultimately found we were not using large portions of their app.
• Vitally worked out to be much cheaper for our needs.

Incentivized

• Helps in better forecasting of revenue & customer retention.
• Provides Customer Success specific MIS.
• NPS survey help gauge customer pulse.

Incentivized

• Increased renewal rates
• Reduced overall time spent analyzing customer health
• Reduces manual tasks for customer health

Incentivized