Likelihood to Recommend 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 Optimizely Data Platform is a great tool for teams who look to use open-source tools over tools with white glove service. You do get a dedicated customer success manager and access to their (almost) 24/7 support team via chat, but the real benefits of the platform stand to be unlocked by teams who enjoy getting their hands dirty.
Read full review Pros 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 It's relatively simple to use Segment building is quick and can be easily customized with field data Chat support is generally fast to respond Read full review Cons 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 Automation of data from other platforms such as our ERP. The approval process needs work. I should be able to flag fields that have issues and give users feedback if a product is rejected. Read full review Likelihood to Renew There's so much that needs to be improved and it seems like not much has happened since Optimizely first took over. When Optimizely did take over, they reduced the UX of campaign reporting.
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 Creating reports can be difficult and they aren't very visual. There is not much control you can have with your imported product catalog. Product filters can be difficult to use. Manually importing customers is a more difficult process from when I was using Mailchimp 10 years ago. Figuring out how to inject a module onto a page is difficult. Figuring out how to get off an email blacklist is near impossible even with ip warming. Very little help here. 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 Positive - Onboarding was quick and easy. Positive - Access to a Zaius data analyst has been wonderful. Negative - I don't know who our CSM is if we even have one.
Read full review Implementation Rating We have a home built CRM. From start to finish our implementation was a nightmare loaded with problems that destroyed my initial trust with the platform.
Read full review Alternatives Considered 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 Oh my goodness, there were many, including:
Klaviyo Salesforce Email Marketing Cloud Bronto Marapost (the worst experience we ever had. We used them for the longest year on earth). Silverpop (IBM) I forgot their name but they are based in the middle of nowhere Pennsylvania. Exact Target Active Campaign Get Response Drip SendInBlue And more I cannot remember. We spent over six months looking at everything.
Read full review Return on Investment 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 We hit record numbers this year in regards to sales which is attributed to the launch of our new e-commerce website. Read full review ScreenShots