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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
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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

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

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
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
Use Cases and Deployment Scope
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 organization. It is addressing our health check of our customers and providing the latest updates to all of our companies. We go in it once a week.
Pros and Cons
  • Allows me to make changes in one view.
  • Allows me view multiple information.
  • Allows me to read information quickly.
  • The reporting functionality could be better.
  • There is not that much customization available.
  • It takes multiple clicks to be able to view the information.
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.
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
Return on Investment
  • It's made my job harder.
  • It's made it harder to update my customer's information.
  • It's made me spend more time deleting information to satisfy the character limit.
Alternatives Considered
I highly recommend and prefer using Salesforce over Natero. Salesforce allows me to pull in as many fields into a report as I would like, compared to 14 different fields into Natero. I am able to view and make changes to information much quicker than Natero. I like Salesforce much more.
Other Software Used
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
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
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.
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
Return on Investment
  • 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!
Alternatives Considered
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!
Other Software Used
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
Use Cases and Deployment Scope
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 of predicting churns, expected sales, and in relation to marketing teams to become data-driven, without having to rely on data experts. It automatically aggregates and mines all sources of customer data to uncover actionable insights which is a very useful feature. On the whole I would say a very decent service that helps with data analysis It is streamlined in such a manner and with a friendly user interface so that it is easy to understand data without any complications at all.
Pros and Cons
  • Task Alerts
  • Configure Account Health Score
  • Predictive Analytics
  • Filter, Sort and Text Search
  • Aggregation & Segmentation Analysis
  • Task Alerts vs. Todos
  • Customer Email Summaries do not exist
  • Survey Management
  • Text Analysis
Likelihood to Recommend
Delivering a positive customer experience allows companies to differentiate themselves and stay competitive. So to stay well-suited I would want to see constant new changes and updates in terms of interface, services etc.
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
Return on Investment
  • In the long run it sure did have a positive ROI
  • But for small spans it's not a good investment
Alternatives Considered
Can't really say that, at the time I had natero I was evaluating [other] options.
Other Software Used
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