Freshsuccess

Freshsuccess
Formerly Natero

Score 7.1 out of 10
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...
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Recent Reviews

It could be better

1 out of 10
June 19, 2017
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
  • Customer health scoring (6)
    8.1
    81%
  • Product usage (6)
    8.1
    81%
  • Automated workflow (6)
    8.0
    80%
  • Integration with Salesforce.com (6)
    7.2
    72%

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Pricing

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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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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.

10Avg 8.6

Platform & Infrastructure

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

7.1Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

8.6Avg 8.6

Customer Success Management

Customer Success Management

7.1Avg 8.3

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.4Avg 8.4
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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

 (13)

Reviews

(1-6 of 6)
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Score 6 out of 10
Vetted Review
Verified User
  • 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.
Garrett Genest | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • 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.
June 19, 2017

It could be better

Score 1 out of 10
Vetted Review
Verified User
  • 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.
Score 6 out of 10
Vetted Review
Verified User
  • 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.
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