Love the dashboard capability
We are using Natero to keep track of our customers and make sure that we are staying ahead of any clients that will churn. It is being …
Starting at $79 per month
View PricingOverview
What is Freshsuccess?
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,…
Recent Reviews
Popular Features
- Product usage (6)8.181%
- Customer health scoring (6)8.181%
- Automated workflow (6)8.080%
- Integration with Salesforce.com (6)7.272%
Pricing
Estate
$79 billed annually
Cloud
per month per user
Estate
$95 billed monthly
Cloud
per month per user
Forest
$129 billed annually
Cloud
per month per user
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.freshworks.com/customer…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $79 per month
Product Demos
Freshsuccess Demo - What is Freshsuccess
YouTube
Features
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Product Details
- About
- Competitors
- Tech Details
- FAQs
What is Freshsuccess?
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:
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 business.
- Health Scores - Monitor customer health based on in-app usage, custom KPIs, CSM scores, support tickets, and NPS.
- Workflows & Playbooks - Drive Customer Success processes for Onboarding, Business Reviews, Risk Mitigation, and Renewals.
- Targeted Emails - Send timely and relevant emails to the right customers using automatic triggers or segmented lists.
- Dashboards - See critical metrics like Churn, Lifetime Value (LTV), product adoption, financial health or create custom views.
- Reporting - Explore customer data and spot trends over time using a point-and-click report builder.
- Segmentation - Create dynamic lists of accounts and users for in-depth analysis, comparison, or customer outreach.
Freshsuccess Features
Customer Data Extraction / Integration Features
- Supported: Product usage
- Supported: Help desk / support tickets
- Supported: Billing
- Supported: Marketing emails
Customer Success Management Features
- Supported: Sponsor tracking
- Supported: Customer profiles
- Supported: Automated workflow
- Supported: Internal collaboration
- Supported: Customer health scoring
- Supported: Customer segmentation
CSM Reporting & Analytics Features
- Supported: Customer health trends
- Supported: Engagement analytics
- Supported: Dashboards
- Supported: Customer lifetime value
- Supported: Churn rate
Security Features
- Supported: Role-based user permissions
Platform & Infrastructure Features
- Supported: API
- Supported: Integration with Salesforce.com
Additional Features
- Supported: Machine Learning
- Supported: Team Performance Analysis
- Supported: Single Sign On (SSO)
Freshsuccess Screenshots
Freshsuccess Competitors
Freshsuccess Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
Frequently Asked Questions
Freshsuccess starts at $79.
Reviewers rate Role-based user permissions highest, with a score of 10.
The most common users of Freshsuccess are from Small Businesses (1-50 employees).
Comparisons
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Reviews and Ratings
(14)Reviews
(1-3 of 3)Companies can't remove reviews or game the system. Here's why
January 23, 2020
Love the dashboard capability
We are using Natero to keep track of our customers and make sure that we are staying ahead of any clients that will churn. It is being used by the customer success managers in our company, and we have view licenses for our sales team that is dealing with upsells in our organization.
- Reporting and dashboards. We like they started out as a BI tool.
- Health Scores are flexible.
- 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.
85%
8.5
70%
7.0
83.33333333333334%
8.3
100%
10.0
70%
7.0
- Natero has saved us a lot of time, and being able to track what is happening with our clients is extremely helpful.
- Being able to push data back into salesforce in terms of engagements is helpful so the sales team can stay informed.
Gainsight had all of the functionality but had the price tag to match. ChurnZero and ClientSuccess were also very close, and we nearly chose one of those. We didn't love the UI of ChurnZero and ClientSuccess had the best UI by far but was lacking in some of the functionality that was important to us.
May 24, 2019
Awesome Platform for Customer Success
We use Natero to track the health of our clients' accounts. In addition to health tracking, Natero also provides our client support team with real-time notifications on user overages, churn, and acts as a platform for communications. Our CES team can communicate directly with clients using the email functionality. Next steps will include automating some emails based on certain triggers as well as potentially implementing the product tour feature.
- Health score mechanism is awesome with a lot of control over granularity.
- Support and implementation teams are superb.
- Reporting is very robust.
- Customizability and flexibility in integrations, metrics, and dimensions make this a highly useful platform.
- It's a complex platform, it can be hard to find what you're looking for if you don't know where to look.
- There have been a few features which work correctly but can be a bit confusing to get working correctly. Fortunately, the support team is so on it, we get an answer within an hour.
- I would have liked Natero to have a mechanism in place to nudge users of the platform to use it. This would help with getting adoption on our end. While the onboarding documentation was great, a more hands-on approach to getting users to adopt and use the platform would have helped us get up to speed earlier. It took us nearly 9 months to really start using the system which is partially due to the complexity of the integration process and partially due to the difficulty of switching over CES processes into Natero.
100%
10.0
76.66666666666667%
7.7
90%
9.0
N/A
N/A
100%
10.0
- Once you have some data behind you, you can get a real-time health score of your accounts, giving you great insights into which accounts need a little extra TLC and which ones are your champion users.
- Consolidation of all CES software and processes into a single platform to save time and provide additional efficiencies.
- Automation of playbooks, emails, and workflows save the support team tons of time and prevents things from falling in the cracks. We've set up quarterly reminders to follow-up with accounts which no longer needs to be manually set up.
We initially looked at Gainsight, Amity, and another which I can't remember the name of. Only Natero and Amity were within a reasonable price range. We selected Natero because the platform was significantly more polished, the reporting seemed significantly stronger in Natero, and during the sales process Natero did a better job of showing us how the functionality would work, whereas our calls with Amity were frequently filled with "it doesn't work because this is a demo account" which was a bit of a red flag.
We utilize Natero in the customer success department in for CSMs to see the health of their accounts and provide status updates to leadership and CSMs set up accounts, which are assigned in SFDC, to link to relevant documentation and create project plans. We also leverage the charting that's available for enhancing business reviews for customers.
- 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!
- Workflows are easy to set up, however, there is not a good visual, like a Gantt chart. This would help everyone see the status more clearly.
- When you go into an account, it's hard to go back to the page you were on previously.
- My dashboard does not provide particularly helpful information.
- SFDC cannot be updated via Natero. So I have to make updates in multiple places. This is the biggest gripe I have with Natero.
85%
8.5
15.714285714285714%
1.6
60%
6.0
80%
8.0
10%
1.0
- Account health is easy for leadership to review and get details on, without having to reach out to each CSM.
- Natero leaves a lot to be desired from a project management perspective. It's difficult to know where a customer stands and can feel overwhelming to set up a new customer.
- Customer usage data is very helpful to provide in Business Reviews to customers. Charts are clear and easy to understand!
I was not a part of the Natero selection group. In the past, I've used more project management focused tools that have much more detailed options for workflows, tasks and visualizations of those pieces. This is a large gap for me. Natero has an integration to pull from SFDC, but does not post to SFDC, which means we often have to make updates in multiple locations. This adds many clicks and can be frustrating!