Likelihood to Recommend Hull is definitely the leading CDP for the small to mid-sized business in which the marketing team wants or needs to have a fair amount of autonomy from engineering, or when it's unrealistic or cost-prohibitive to use internal engineering resources to maintain the marketing database. It's also a great choice for companies who are trying to bring newer and smaller best-of-breed elements into place in their marketing--enabling you to sync customer data records to CTAs/ Chat scenarios/ Email Service Providers, or any type of 3rd party campaign tools. It's probably not the best fit for companies trying to stay in a larger Marketing Cloud Ecosystem, e.g. Adobe/ Oracle.
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 Slack integration - we revolve around slack as our central comm hub and having our customer information surfaceable is just gold. Making back-end data easy to read and digest - there is a lot of data that gets generated by our customers and it's impossible to sift through without Hull consolidating that information for us. Customer support - we have only had a couple issues in the many months using Hull and it's always been a quick resolution. They use Slack to support BTW which I love. 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 Needs a deduplication engine Needs to be able to perform bulk and automated data cleansing (unified data is messy) Needs to integrate with more tools Needs to be able to be tailored to different use cases, such as a retail/ecommerce use case, with RFM metrics 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 We had initially identified Segment as a solution due to the number of integrations they supported. The problem is that with Segment we would have still had to build and maintain a database along with query tools. Overall Hull emerged as a better starting point for us
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 Positive: No longer asking engineering for customer activity data Positive: Allowing additional data integrations for where our customer activity data can be seen 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