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Freshsuccess

Freshsuccess
Formerly Natero

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,…

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Recent Reviews

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 …
Continue reading
Read all reviews

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

Customer Data Extraction / Integration

Customer data extraction / integration

8.6
Avg 8.7

Customer Success Management

Customer Success Management

7.1
Avg 8.3

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.4
Avg 8.2
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Product Details

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

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

Screenshot of Screenshot of Screenshot of Screenshot of

Freshsuccess Competitors

Freshsuccess Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

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)
Companies can't remove reviews or game the system. Here's why
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
Likelihood to Recommend
  • Natero does an excellent job of reporting and having a lot of the data available. They don't do as well when you want to track specific metrics such as ARR. (Everything in the application is currently based in MRR)
  • Natero has done an excellent job for our smaller organization. I am not sure how it would work with a larger organization.
May 24, 2019

Awesome Platform for Customer Success

Garrett Genest | TrustRadius Reviewer
Garrett Genest
Marketing Manager – Technology
Kudos® (Computer Software, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Any SaaS company that needs to measure and track the health of client and user accounts will find the data provided by Natero extremely useful. If you have a support team that is tracking tickets, to-do-lists, etc. across different platforms, you'll be happy to know that you can consolidate most of those existing workflows into Natero, making this a single platform for your CES team to keep things running smoothly.
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
Likelihood to Recommend
Natero is great if you want to see a list of your customers if you are not familiar or do not have access to software like Salesforce. It provides you a quick snapshot of your customer's health. It also has some cool charts and graphs. It's not suited for heavy customization.
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
Likelihood to Recommend
Natero is great for businesses that need to view the health and status of 5-20 accounts. You can certainly see more, however, it's paginated, which makes it more cumbersome. And harder to see in a snapshot. Natero is not as well suited for businesses that need to view the health of over 20 accounts. Nor if they have a heavy focus on project management and visuals for workflows.
May 11, 2017

Customer success made easy

Ewen Fortune | TrustRadius Reviewer
Ewen Fortune
Customer Success Manager
VividCortex (Computer Software, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Customer Success - If you want to measure your customers success and your own efforts to improve it, Natero gives you all the data necessary to build a data driven success operation. Natero is especially well suited to products which have a medium touch rate where blending behavioral data from click tracking and relationship data such as email, chat and phone call can be combined to create a bespoke portrait of the customer is appropriate. Situations such as massive mobile application deployment to near anonymous users would be better using something else.
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