Woopra is a functional tool that is great for growing companies.
May 16, 2017
Woopra is a functional tool that is great for growing companies.
Score 8 out of 10
Vetted Review
Verified User
Software Version
Custom
Overall Satisfaction with Woopra
Woopra was used by myself and a few others as we assessed what software our CSM team was going to adopt. We really liked a lot of the cross team functionality, but the team I was on found a major lack of adoption from the sales team. We also used Woopra in our product department (we offer a cloud-based service) to track customer use, which was very insightful for tracking customer engagement and campaign effectiveness.
Woopra set up was very quickly too. Perhaps because we already have a large integration team, but we were up and running in less than 4 months.
Woopra set up was very quickly too. Perhaps because we already have a large integration team, but we were up and running in less than 4 months.
- Customer profiles were fantastic for the detail oriented industry we are in. We could quickly know about MPAs, compliance restrictions and easy upsells for our customers.
- Customer tracking was incredibly handy as well. We could organize engagement campaigns based on which of our uses need it most.
- Quick integration into our systems was nice too. We use a dozen or so softwares that are a part of their integration partners, which made cross team communication very convenient.
- The price point seems a little high... Valuing a software is tough, and I know Woopra would sign this one off, but this leads into my next point.
- The package never saw much expansion. I would have liked to see updates to improve and expand functionality. Sometimes you see client pages disappear, things would sometime freeze or take a while to load, and there was a few documents we would have liked added.
- Really helped us begin to segment our users based on their engagement and retention.
- Helped increase retention by about 1.5% after about 5 months of implementation (don't shoot the messenger if your team can't implement that quickly).
- I felt like it had great potential to create a pipeline between sales and the CSM, but I had trouble getting the sales team to implement it properly as they had their noses deep in calls and emails (they struggle entering notes in SalesForces as well, so it's more a company specific problem).
- Intercom and Totango
In our infancy, we purchased Intercom, and have never gotten rid of it. Every time it comes up, we find a reason to hold on. Currently that reason is that support uses it for live chat. Their support is great, and I want to say that they are cheaper (don't quote me on that). If you are still below 500 users, consider looking at Intercom.
We recently made the switch to Totango, and I would say that I enjoy it. I would say it's more robust than Woopra, but I don't know that it's for everyone. Our team has had a lot of trouble building out all the integrations, and getting the team to understand some of the terminology is a little tricky. So you can say ease of understanding is an advantage of Woopra.
We recently made the switch to Totango, and I would say that I enjoy it. I would say it's more robust than Woopra, but I don't know that it's for everyone. Our team has had a lot of trouble building out all the integrations, and getting the team to understand some of the terminology is a little tricky. So you can say ease of understanding is an advantage of Woopra.