Item: Woopra
Rating: 8
Author: Verified User

Overall Satisfaction with Woopra

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

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.

Cons

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.

Return on Investment

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).

Alternatives Considered

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.

Other Software Used

Totango, Intercom, Gainsight

Likelihood to Recommend

It's hard for me to say exactly who I think Woopra is for, but it would be a great software to have in our early years. Don't get me wrong, Woopra is great, but it can be a little hard to take what it offers to my managers/team and try to explain why the price is a little high, and it won't suit all our needs.

If you are a big company, with revenue to spare on a CSM team, that works in a specialized industry, that doesn't require massive amounts of note and tracking, I think Woopra is right for you. I think some good examples would be utility companies with user portals, or maybe specialized mobile apps that serve a specific purpose (say security camera diagnostics). I think that Woopra would give you an ROI and reduce your need for team growth in less than 6 months.

Comments

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Woopra is a functional tool that is great for growing companies.

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