Item: Strikedeck (discontinued)
Rating: 6
Author: Ria Cruz

Use Cases and Deployment Scope

Strikedeck was a customer success tool we used to track the health of our customers who use our services. Strikedeck pulled our data from Salesforce to provide a snapshot view of account health, log call notes, and perform playbooks.

Pros and Cons

Account snapshots.
Good integration with Salesforce.
Very customizable.

The knowledge base with content and videos is still work in progress.
The support team was very responsive, but not consultative. I had to create from scratch most of the time.
It was confusing to use.

Return on Investment

Basic standard health scores.

Alternatives Considered

Gainsight Customer Cloud and Totango

The lower price was why we went with Strikedeck over Gainsight or Totango.

Key Insights

Do you think Strikedeck (discontinued) delivers good value for the price?

Are you happy with Strikedeck (discontinued)'s feature set?

Did Strikedeck (discontinued) live up to sales and marketing promises?

Did implementation of Strikedeck (discontinued) go as expected?

Yes

Would you buy Strikedeck (discontinued) again?

Usability

Strikedeck is confusing to use. The application is not as user-friendly as I would have liked.

Support Rating

Support response time was okay, but they were not very consultative in their approach. Their knowledge center might be better now, but it was lacking when I used Strikedeck.

Likelihood to Recommend

Strikedeck is a good CS tool if you are using it for basic things like standard health scores. Things often did not work as I thought they should -- the surveys cannot be easily customized, language cannot be easily accommodated, playbooks cannot be edited once launched. Setting up custom rules for journey stages is not straightforward. I did not think the application was user-friendly. Support was okay, but not consultative, and I created from scratch most of the time. My requests were sent "to engineering" and I never hear about them again.

Recommend for basic things like standard health scores

Overall Satisfaction with Strikedeck