Freshsuccess Reviews & Ratings 2024

Q: What are Freshsuccess's top competitors?

Gainsight CS , Totango , and ClientSuccess are common alternatives for Freshsuccess.

Overview

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,…

Love the dashboard capability

6 out of 10

January 23, 2020

Incentivized

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 …

Awesome Platform for Customer Success

10 out of 10

May 24, 2019

Incentivized

We use Natero to track the health of our clients' accounts. In addition to health tracking, Natero also provides our client support team …

It could be better

1 out of 10

June 19, 2017

Incentivized

Natero is currently being used within my customer success department at a software as a service company. It is not being used at the whole …

Natero has many benefits, but may not be the best project management solution

6 out of 10

June 15, 2017

Incentivized

We utilize Natero in the customer success department in for CSMs to see the health of their accounts and provide status updates to …

Customer success made easy

10 out of 10

May 11, 2017

Incentivized

Natero allows VividCortex to see a complete view of customer health, allowing account managers, success managers, and support to intervene …

Weaknesses to Strengths - the Natero way !!

7 out of 10

June 27, 2016

Incentivized

It was being used by the department initially as it was on a test run basis. Problem wise Natero aims to empower customer success in terms …

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Popular Features

View all 18 features

Product usage (6)
8.1
81%
Customer health scoring (6)
8.1
81%
Automated workflow (6)
8.0
80%
Integration with Salesforce.com (6)
7.2
72%

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Pricing

View all 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

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Product Demos

Freshsuccess Demo - What is Freshsuccess

YouTube

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Features

Security

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

10

Avg 8.7

Platform & Infrastructure

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

7.1

Avg 8.6

7.2
API
(5) Ratings
An API (application programming interface) provides a standard programming interface for connecting third-party systems to the software for data creation, access, updating and/or deletion.
7.2
Integration with Salesforce.com
(6) Ratings
The software can integrate with Salesforce.com bi-directionally, allowing for data syncs, activity alerts, campaign triggers, enhanced reporting, and lead assigning.
7
Integration with Marketo
(1) Ratings
The software can integrate with Marketo bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.
7
Integration with Eloqua
(1) Ratings
The software can integrate with Eloqua bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.

Customer Data Extraction / Integration

Customer data extraction / integration

8.6

Avg 8.7

Customer Success Management

7.1

Avg 8.3

7
NPS surveys
(2) Ratings
The software facilitates the creation and execution of NPS (net promoter score) surveys, and integrates the results within each customer’s profile.
7
Sponsor tracking
(1) Ratings
The software alerts you when a sponsor or admin user changes roles or leaves the company. The software may track this through LinkedIn integration or changes in the user record in your product.
7.1
Customer profiles
(5) Ratings
The software unifies and presents all customer data in one place, so customer success managers can track the health of each of their customers.
8
Automated workflow
(6) Ratings
The software allows you to set up automated actions, alerts or tasks to be triggered by particular changes in customer data.
5.3
Internal collaboration
(5) Ratings
The software allows members of your team to communicate and leave notes about any customer issues.
8.1
Customer health scoring
(6) Ratings
The software allows you to build rules for scoring customer health based on customer data and actions, much like lead scoring for marketing.
7.2
Customer segmentation
(5) Ratings
The software allows you to segment customers by particular attributes, e.g., onboarding customers vs. legacy customers.

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.4

Avg 8.2

9.1
Customer health trends
(6) Ratings
The software allows executives to view customer health trends over time.
7
Engagement analytics
(6) Ratings
The software allows you to track and report on how your customer base overall is using your product to surface insights such as how feature adoption correlates with customer retention.
4.4
Revenue forecasting
(4) Ratings
Based on customer health trends, churn rates, etc., the software can predict revenue.
9.1
Dashboards
(6) Ratings
Users can create, customize and share dashboards, which provide an overview of the most important metrics.

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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:

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 combines predictive analytics, customer intelligence, and workflow management in a unified platform. The vendor says this data-driven approach enables B2B software providers to proactively manage Customer Success and maximize customer lifetime value.

Freshsuccess Features

Show Unsupported 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.

Gainsight CS, Totango, and ClientSuccess are common alternatives for Freshsuccess.

Reviewers rate Role-based user permissions highest, with a score of 10.

The most common users of Freshsuccess are from Mid-sized Companies (51-1,000 employees).

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Comparisons

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Reviews and Ratings

(14)

Reviews

(1-6 of 6)

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January 23, 2020

Love the dashboard capability

Verified User

Director in Customer Service

Marketing and Advertising Company, 11-50 employees

Score 6 out of 10

Vetted Review

Verified User

Incentivized

Freshsuccess Feature Ratings

Customer Data Extraction / Integration (2)

85%

8.5

Product usage: 80%
8.0
Help desk / support tickets: 90%
9.0

Customer Success Management (5)

70%

7.0

Customer profiles: 70%
7.0
Automated workflow: 80%
8.0
Internal collaboration: 50%
5.0
Customer health scoring: 80%
8.0
Customer segmentation: 70%
7.0

CSM Reporting & Analytics (3)

83.33333333333334%

8.3

Customer health trends: 90%
9.0
Engagement analytics: 70%
7.0
Dashboards: 90%
9.0

Security (1)

100%

10.0

Role-based user permissions: 100%
10.0

Platform & Infrastructure (2)

70%

7.0

API: 70%
7.0
Integration with Salesforce.com: 70%
7.0

May 24, 2019

Awesome Platform for Customer Success

Garrett Genest

Marketing Manager – Technology

Kudos® (Computer Software, 11-50 employees)

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Freshsuccess Feature Ratings

Customer Data Extraction / Integration (2)

100%

10.0

Product usage: 100%
10.0
Help desk / support tickets: 100%
10.0

Customer Success Management (6)

76.66666666666667%

7.7

Sponsor tracking: N/A
N/A
Customer profiles: 80%
8.0
Automated workflow: 80%
8.0
Internal collaboration: 100%
10.0
Customer health scoring: 100%
10.0
Customer segmentation: 100%
10.0

CSM Reporting & Analytics (3)

90%

9.0

Customer health trends: 100%
10.0
Engagement analytics: 70%
7.0
Dashboards: 100%
10.0

Security (1)

N/A

Role-based user permissions: N/A
N/A

Platform & Infrastructure (2)

100%

10.0

API: 100%
10.0
Integration with Salesforce.com: 100%
10.0

June 19, 2017

It could be better

Verified User

Employee in Customer Service

Computer & Network Security Company, 201-500 employees

Score 1 out of 10

Vetted Review

Verified User

Incentivized

Freshsuccess Feature Ratings

Customer Data Extraction / Integration (2)

5%

0.5

Product usage: 10%
1.0
Help desk / support tickets: N/A
N/A

Customer Success Management (7)

18.571428571428573%

1.9

NPS surveys: N/A
N/A
Sponsor tracking: N/A
N/A
Customer profiles: 30%
3.0
Automated workflow: 20%
2.0
Internal collaboration: 10%
1.0
Customer health scoring: 40%
4.0
Customer segmentation: 30%
3.0

CSM Reporting & Analytics (4)

10%

1.0

Customer health trends: 10%
1.0
Engagement analytics: 10%
1.0
Revenue forecasting: 10%
1.0
Dashboards: 10%
1.0

Security (1)

10%

1.0

Role-based user permissions: 10%
1.0

Platform & Infrastructure (4)

20%

2.0

API: 10%
1.0
Integration with Salesforce.com: 70%
7.0
Integration with Marketo: N/A
N/A
Integration with Eloqua: N/A
N/A

June 15, 2017

Natero has many benefits, but may not be the best project management solution

Verified User

Account Manager in Customer Service

Computer & Network Security Company, 201-500 employees

Score 6 out of 10

Vetted Review

Verified User

Incentivized

Freshsuccess Feature Ratings

Customer Data Extraction / Integration (2)

85%

8.5

Product usage: 80%
8.0
Help desk / support tickets: 90%
9.0

Customer Success Management (7)

15.714285714285714%

1.6

NPS surveys: N/A
N/A
Sponsor tracking: N/A
N/A
Customer profiles: N/A
N/A
Automated workflow: 30%
3.0
Internal collaboration: N/A
N/A
Customer health scoring: 80%
8.0
Customer segmentation: N/A
N/A

CSM Reporting & Analytics (4)

60%

6.0

Customer health trends: 80%
8.0
Engagement analytics: 60%
6.0
Revenue forecasting: 60%
6.0
Dashboards: 40%
4.0

Security (1)

80%

8.0

Role-based user permissions: 80%
8.0

Platform & Infrastructure (4)

10%

1.0

API: N/A
N/A
Integration with Salesforce.com: 40%
4.0
Integration with Marketo: N/A
N/A
Integration with Eloqua: N/A
N/A

May 11, 2017

Customer success made easy

Ewen Fortune

Customer Success Manager

VividCortex (Computer Software, 11-50 employees)

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Freshsuccess Feature Ratings

Customer Data Extraction / Integration (2)

100%

10.0

Product usage: 100%
10.0
Help desk / support tickets: 100%
10.0

Customer Success Management (7)

81.42857142857142%

8.1

NPS surveys: 70%
7.0
Sponsor tracking: N/A
N/A
Customer profiles: 100%
10.0
Automated workflow: 100%
10.0
Internal collaboration: 100%
10.0
Customer health scoring: 100%
10.0
Customer segmentation: 100%
10.0

CSM Reporting & Analytics (4)

85%

8.5

Customer health trends: 100%
10.0
Engagement analytics: 100%
10.0
Revenue forecasting: 70%
7.0
Dashboards: 70%
7.0

Security (1)

70%

7.0

Role-based user permissions: 70%
7.0

Platform & Infrastructure (4)

50%

5.0

API: 100%
10.0
Integration with Salesforce.com: 100%
10.0
Integration with Marketo: N/A
N/A
Integration with Eloqua: N/A
N/A

June 27, 2016

Weaknesses to Strengths - the Natero way !!

Verified User

Employee in Sales

Consumer Services Company, 501-1000 employees

Score 7 out of 10

Vetted Review

Verified User

Incentivized

Freshsuccess Feature Ratings

Customer Data Extraction / Integration (2)

75%

7.5

Product usage: 80%
8.0
Help desk / support tickets: 70%
7.0

Customer Success Management (7)

77.14285714285714%

7.7

NPS surveys: 80%
8.0
Sponsor tracking: 70%
7.0
Customer profiles: 90%
9.0
Automated workflow: 80%
8.0
Internal collaboration: 80%
8.0
Customer health scoring: 70%
7.0
Customer segmentation: 70%
7.0

CSM Reporting & Analytics (4)

77.5%

7.8

Customer health trends: 70%
7.0
Engagement analytics: 80%
8.0
Revenue forecasting: 80%
8.0
Dashboards: 80%
8.0

Security (1)

80%

8.0

Role-based user permissions: 80%
8.0

Platform & Infrastructure (4)

72.5%

7.3

API: 70%
7.0
Integration with Salesforce.com: 80%
8.0
Integration with Marketo: 70%
7.0
Integration with Eloqua: 70%
7.0

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Estate

$79 billed annually

Estate

$95 billed monthly

Forest

$129 billed annually

Freshsuccess Demo - What is Freshsuccess

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