Item: Outreach
Rating: 7
Author: Verified User

Overall Satisfaction with Outreach

Use Cases and Deployment Scope

As a CSM, I use Outreach to manage customer communications while leveraging Kaia’s AI features for real-time call insights and summaries. Together, they help me stay organized, save time on note-taking, and ensure no action items are missed—ultimately driving better adoption, renewals, and retention.

Pros and Cons

Pros

Automates sequences and reminders, ensuring consistent and timely customer engagement.
Provides clear analytics on opens, clicks, and replies to refine outreach strategy.
Kaia AI captures real-time meeting notes and action items, saving time and preventing missed details.

Cons

Kaia is helpful, but the AI could be more advanced in summarizing calls and surfacing insights proactively.
A more consolidated dashboard to view all accounts with their latest engagements would make it easier to prioritize.
Instead of using AI insights only at the individual account level, having a broader, consolidated view across accounts would be more impactful.

Return on Investment

Kaia’s AI reduces post-call note-taking, freeing up time for strategic customer work.
Automated sequences and reminders ensure consistent outreach, leading to higher adoption and stronger account health.
Easy communication tracking.

Scalability

Because I’ve used it across multiple companies of different sizes and industries, and it consistently adapts well.

AI Capabilities

I have used it customer engagement but not for forecasting or deal management.

Usability

Outreach is pretty easy to use and navigate. Easy to use filters and get a view on account engagement.

Alternatives Considered

Gong and Outplay

Outreach is our current sales engagement tools. Data flow better SFDC and Outreach is smooth as well.

Key Insights

Do you think Outreach delivers good value for the price?

Yes

Are you happy with Outreach's feature set?

Yes

Did Outreach live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Outreach go as expected?

I wasn't involved with the implementation phase

Would you buy Outreach again?

Yes

Other Software Used

Salesforce CRM Analytics

Likelihood to Recommend

Well-suited: Outreach is great for automating follow-ups and adoption campaigns, and Kaia’s AI makes customer calls more efficient with real-time notes and action items.

Less appropriate: It’s less effective for strategic, highly personalized conversations or when you need a consolidated view of engagement across your full account list.

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Scalable Outreach with AI-Driven Efficiency for Customer Success

Modules Used