Taking it to the next level
Vincent Springer | TrustRadius Reviewer
December 11, 2019

Taking it to the next level

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ClientSuccess

ClientSuccess is being used to increase production through email automation, alerts/actions, and increasing engagement. It is being used on a few of our inbound customer service clients with hopes of expanding to other clients within the organization. The platforms ability to engage employees has been the biggest surprise win.
  • Email automation was great because it integrated with current lists to easily send out.
  • Alerts have become a staple at reminding our agents to stay on task and show empathy.
  • The support view takes a few steps to get to the meat and potatoes.
  • The success score model can be improved to include smaller one-off campaigns. Success score is good for a campaign that has existed for a while but not for the one-off projects.
  • Increased production form email automation.
  • Increased engagement which in turned lower attrition.
ClientSuccess suited us well for email automation. This saved loads of downtime for our agents. The automated system sends information to the customer recapping and telling the customer of action items. This cuts out time that the agent would have to send that themselves. The success score was less appropriate on smaller one-off campaigns. Sometime clients will ask us to try a pilot and it was hard to integrate the success score model there.

ClientSuccess Feature Ratings

Product usage
8
Help desk / support tickets
9
NPS surveys
7
Sponsor tracking
9
Customer profiles
9
Automated workflow
8
Internal collaboration
9
Customer health scoring
9
Customer segmentation
Not Rated
Customer health trends
9
Engagement analytics
9
Revenue forecasting
8
Dashboards
9
Role-based user permissions
10
API
10
Integration with Salesforce.com
9
Integration with Marketo
7
Integration with Eloqua
7