ClientSuccess Reviews

Helps me maintain my customers, contacts, work to do and team collobaration

Buggy and too often need to redo some work

I really like how it automatically links with my inbox, meaning I save so much time instead of having to manually add every email correspondence into Client Success. I also like being able to personalise what I see on my dashboard and the ease of use of the success cycles and pulses

One thing I would improve is how often you have to re-log into the platform - if you have not used the tab in some time, it will log you out, meaning I can end up having to log in several times within a day, which can be time-consuming. I would also find it beneficial to have the main tiles regarding customer information easier to use and access, as it sometimes isn't clear and editing them can be quite longwinded. Hearing about new updates or features with training would also be beneficial, to make sure I am utilising it fully.

ClientSuccess has a very simple and intuitive UI making it easy to set up workflows to organize your work and keep CS team efficient.

Sometimes updates don't sync. Several times I have updated data on an account, such as the client name, only to find it revert to the previous name after I've saved. It is also hard to integrate in a way where we can get clear usage metrics into CS from our software to better diagnose risk and expansion opportunities.

I find it visually easy on the eyes and has all the functionality I need as a CSM. It's def worth having guidance from mgmt about certain things (e.g. what should go in the summary field, how to define dif pulse ratings, etc.)

I know we've had some trouble with getting the Salesforce sync to function exactly as we want, but that may be on us. We also went overboard with some of our custom fields and customer onboarding cycles.

It was great for taking customer pulse and storing account information.

The reporting and automation was non existent.

CS is a great tool from the user perspective. Our CSMs love it and they appreciated how easy it is to use/navigate. Their customer service/support is TOP NOTCH.

Now for the admin end.. CS can be a little buggy and tends to cause problems in our org from time to time. They're good about addressing the issues, but it'd be nice if those issues didn't come up so often.

Clean user interface. Well set up for the industry and daily management of client interactions. the software has a bright future.

Analytics are poor. Very difficult to manage a team and not have to click into individual accounts. Certain types of workflows are still not supported.

My favorite part of the tool was the ease of use. I also felt like I could trust the product and know that I wouldn't need to audit my account list.

When we used it, it did lack some functionality for task management. I would love to have the CRM product run reports on how many times I've reached out to particular (or all clients) for a particular date time frame. Now, it could be that they've since implemented this feature!

Connects to our software data and Salesforce data. Easy to navigate and always open to feedback on how they can improve the product

There is some more work to do on the analytics of data but that being said have a tool in beta that looks to solve this. Otherwise really happy with it

I love the access to all my clients and my ability to keep all of my detailed information in one please.

It sometimes does feel a little clunky with how much info is provided.

Very easy to navigate to different clients within CS system. Great to have multiple options/windows to add and view customer information.

A lot of the time I have to to use it in an Incognito window because it won't load in my regular 'cookie and cache filled' Chrome window I'm guessing.

It has just what you need without too many options and bells and whistles that can distract. Other solutions can cause confusion for CSMs as they have too many options that create confusion and a lack of focus

I'd like to be able to self-schedule alerts and escalation paths vs. relying on the Client Success team doing it for us. This is on their roadmap

Easy to see at a high level, the overall customer satisfaction of my customers I manage. Easy to make updates and update pulses. To-do List is helpful as well

I don't get as many proactive reminder emails as I'd like when I set to-do action items. I'd hope to receive an email saying that my to-dos are due in 2 days, 1 day. Instead, I get them once they're late or expired.