Super Powers For Your CS and AM Teams
March 13, 2020

Super Powers For Your CS and AM Teams

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Vitally

  • We use Vitally to measure the health of our customers proactively.
  • Not only does it help surface which clients need additional help to activate with our tool, but we can also automate the process of reaching out to set up times to talk with our customers.
  • Approaching customer health in this way means that we can enter renewal cycles with our customers in good shape.

Pros

  • Simple setup
  • Detailed reporting
  • Automates manual tasks
  • Excellent support

Cons

  • NPS measurement is not particularly customizable
  • Increased renewal rates
  • Reduced overall time spent analyzing customer health
  • Reduces manual tasks for customer health
  • Vitally was much easier to both set up and maintain than ChurnZero. The ongoing cost of keeping Churn Zero set up correctly was ultimately too much and caused us to look at other tools.
  • Vitally's user interface is much cleaner and easier to understand. While ChurnZero may have more customizations, we ultimately found we were not using large portions of their app.
  • Vitally worked out to be much cheaper for our needs.
  • Vitally is suitable for any software company that is looking to measure and report and action the health of their customers.
  • While you would get less value from the tool if you do not have a team in place to action the insights it generates, I would still recommend that smaller teams look at implementing health scores and setting up automated responses to bad health.

Vitally Feature Ratings

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

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