About Freshsuccess

Freshsuccess is a cloud-based customer success management solution designed to assist customer success teams in managing customers, preventing churn, and increasing account expansion. The software offers a range of features including workflow management, customer intelligence and health scoring, comprehensive integrations, predictive analysis, dashboards, and more, in one unified platform.

Freshsuccess’s predictive analytics automatically identify customers who need attention. Machine learning algorithms evaluate a range of factors to predict customer behavior, and notify users with rule-based alerts, while customer health scores can be customized based on different customer segments and are calculated based on user-defined metrics and weightings. These analytics allow users to take proactive action and reach out to customers who may be at risk of churn or are slow product adopters. Freshsuccess also stores all customer interactions in a single shared communications hub, where users can access all customer chats, emails, meetings, notes, and support tickets, and create new interactions.

Freshsuccess allows users to centrally manage their customer-related tasks, milestones, and alerts with intuitive workflows to manage onboarding, product adoption, and more. Workflow templates can be used to standardize and automate recurring processes, and consistent responses can be provided through playbook templates. Lifecycle event and product usage behavior-triggered emails enable automated outreach and customer engagement. Freshsuccess also provides insight into account and revenue trends, renewal and churn rates, workload per customer success management, expected customer lifetime values, and more.

Key benefits of Freshsuccess

Freshsuccess’s dashboard provides users with an overview of critical metrics including customer lifetime value, product adoption, churn, financial health, and more.

Workflow templates enable the automation of recurring processes, such as customer onboarding and check-ins, and outreach can be automated with emails triggered by lifecycle events or product usage behavior.

Freshsuccess uncovers customer success insights to give users a clear view of customer engagement and product adoption, enabling timely outreach to customers who may otherwise be lost.

At-risk customers are proactively identified using machine learning algorithms, and users are notified by rule-based alerts.

Freshsuccess integrates with a variety of third-party systems, including CRM systems, payment gateways, marketing automation solutions, and more.

Devices

Business size

S M L

Images

Highly-configurable health scores reflect your customer segments and measure your true KPIs.
See customer emails, chats, meetings, support tickets, billing history, and product usage — all in one place.
See critical metrics like churn, lifetime value (LTV), product adoption, financial health or create your own custom views.
Reach out to at-risk customers before they decide to churn. Get reminders about upcoming renewals or QBRs so you’re always prepared.
Manage onboarding, business reviews, risk mitigation, renewals and more.
Schedule email campaigns or automatically trigger individual messages based on customer behavior and lifecycle events.
View 7 more
Freshsuccess video Freshsuccess screenshot: Highly-configurable health scores reflect your customer segments and measure your true KPIs. Freshsuccess screenshot: See customer emails, chats, meetings, support tickets, billing history, and product usage — all in one place. Freshsuccess screenshot: See critical metrics like churn, lifetime value (LTV), product adoption, financial health or create your own custom views. Freshsuccess screenshot: Reach out to at-risk customers before they decide to churn. Get reminders about upcoming renewals or QBRs so you’re always prepared. Freshsuccess screenshot: Manage onboarding, business reviews, risk mitigation, renewals and more. Freshsuccess screenshot: Schedule email campaigns or automatically trigger individual messages based on customer behavior and lifecycle events.

Features

Total features of Freshsuccess: 41

  • API
  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Behavior Tracking
  • CRM
  • Campaign Management
  • Collaboration Tools
  • Communication Management
  • Configurable Workflow
  • Customer Database
  • Customer Engagement
  • Customer Management
  • Customer Segmentation
  • Customizable Reports
  • Customizable Templates
  • Dashboard Creation
  • Data Import/Export
  • Data Synchronization
  • Data Visualization
  • Email Management
  • Feedback Management
  • Health Score
  • Historical Reporting
  • Interaction Tracking
  • Lifecycle Management
  • Mailing List Management
  • Milestone Tracking
  • Onboarding
  • Performance Metrics
  • Predictive Analytics
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management
  • Sentiment Analysis
  • Task Management
  • Third Party Integrations
  • Usage Tracking/Analytics
  • Workflow Management

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Reviews

Overall rating

4,6 /5
(8)
Value for Money
5/5
Features
4,5/5
Ease of Use
4,4/5
Customer Support
4,8/5

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Showing 5 reviews of 8
Garrett G.
Overall rating
  • Industry: Computer Software
  • Company size: 11-50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Fantastic

Reviewed on 2019/02/06

So far very good experience with Natero. We haven't been using the platform long enough yet to...

So far very good experience with Natero. We haven't been using the platform long enough yet to judge its effectiveness on measuring health and likelihood of churning, but based on the datasets we're pulling in, I'm pretty confident that it's going to do the job very well. Our CES team is thrilled about having Natero.

Pros

By it's nature, Natero is a very complicated product. It ties together a bunch of different datasets and presents them as a unified indicator of client health. To Natero's credit, they've done a very good job of creating a team and process that can get a new client from A to B. For the most part, implementation was painless - with only the instances of data issues on our end slowing things down or complicating the process. The integrations team was all over helping us get set up, and I was very pleased that Natero built a custom integration into a 3rd party tool so we could pull in NPS data and associate it with client accounts. The app works great and is easy to use once you've learned where everything is in the platform.

Cons

I can't say anything negative about Natero - for the complexity of this kind of product and the data it pulls in, everything was relatively easy. The only thing that would have helped might have been more direct involvement with us on the integration process to speed things up. We had tons of interaction with the onboarding team, but I think we might have been able to speed up our particular onboarding process if we'd had a dedicated person walking through it with us. That said, for the pricing compared to enterprise level solutions, I'm extremely happy with this.

Vance P.
Overall rating
  • Industry: Computer Software
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Success Defined!

Reviewed on 2018/10/11

As a small CS shop in a startup we wanted a big time solution on a start up budget. We got more...

As a small CS shop in a startup we wanted a big time solution on a start up budget. We got more than we anticipated in the area of immediate positive results for the CSM's. Increased visibility with integrated ability to manage the entire life cycle of customers. Individually designed custom account dashboards and workflows makes choosing Natero a true game changer and allows us to implement repeatable success

Pros

The platform is as simple or as complex as desired. Integrations are seamless. Reporting functionality is top notch. Support is unmatched, Echo Song is priceless. I would implement this solution into my families home life if I could.... and I just might!

Cons

The only thing I can even come up with as a "dislike" and it is still a positive. It is that the Natero platform has so many effective features, apps and processes that one would be hard pressed to become a pro on them all.

Supreet K.
Overall rating
  • Industry: Internet
  • Company size: 51-200 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Easy to use tool to capture progress regularly

Reviewed on 2018/12/27

It's been pretty great overall. I am now -
- better able to assess progress with my accounts
- see...

It's been pretty great overall. I am now -
- better able to assess progress with my accounts
- see all my weekly calls, updates in one place
- take action on any red flags immediately
- manage upsell/churn effectively
- see all client communication in one place

Pros

Earlier, we used to capture a lot of account related stuff on Google Sheets. That was okay for a small team, but as we scaled from a team of 4 to 20 (and still growing) - things started getting difficult and we realised we needed a proper Customer Success tracking tool to capture all of our account related updates, actionables, goals, tasks and track them on an ongoing period.

The tool is easy to use - has several dashboards that give quick overviews, integration has easy and Natero can capture data from multiple sources which eventually decides the account Health Score - an important tracking metric for any CS team.

Cons

At times, the tool becomes slow and unuseable. Some of the data points take longer than usual to sync.

Shaune P.
Overall rating
  • Industry: E-Learning
  • Company size: 201-500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Great Customer Success Tool

Reviewed on 2019/07/20

Pros

I use Natero daily to manage the health of my client's accounts. It took some time to learn how to navigate, but within a couple of weeks, it's extremely familiar. It tracks all of the important metrics, is quite customizable from an admin perspective, allows users to create lists and dashboards, as well as send email campaigns to contact lists that you can create (including customizable templates or with HTML).

Their support is absolutely fantastic; fast to reply to tickets and questions and extremely thorough in their follow-ups.

Cons

I would like the ability to see which links users click on within the newsletters that we send - generally just more info with the campaigns in general because I'm not able to fully maximize the potential there.

George M.
Overall rating
  • Industry: E-Learning
  • Company size: 51-200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

An already great product, with a lot of potential

Reviewed on 2019/01/03

It allows us to have a main point of reference for all accounts, and integrate our insight into...

It allows us to have a main point of reference for all accounts, and integrate our insight into each one, whether it is the CSM's opinion, our platform's usage, their contracts, etc.

Pros

The reporting functionality and capabilities are quite extensive.
The home page of each client is customizable and can provide extensive insight into each one at a glance.
Integrations with multiple external platforms have been very useful to us.
The Support and Customer Success departments are very helpful and responsive.

Cons

Although very extensive, the reporting functionality has a steep learning curve and might appear difficult to less experienced team members.
We have got less usage out of the Email Center than we would like to, as this is still lacking some critifical functionality for us.

Showing 5 reviews of 8 Read all reviews

Freshsuccess FAQs

Below are some frequently asked questions for Freshsuccess.

Freshsuccess offers the following pricing plans:

  • Starting from:
  • Free Trial: Not Available

Contact Freshworks for pricing information.

We do not have any information about Freshsuccess features

Freshsuccess has the following typical customers:

2-10, 11-50, 51-200, 201-500

We do not have any information about what languages Freshsuccess supports

Freshsuccess supports the following devices:

Freshsuccess integrates with the following applications:

Agile CRM, Aircall, AskNicely, Braintree, Capsule, Chargebee, Chargify, ChartMogul, Close, FreshBooks, Freshdesk, Freshworks CRM, Fusebill Subscription Billing, GoCardless, GoToMeeting, Google Calendar, Help Scout, HubSpot CRM, Insightly, Intercom, Jira, Jitbit Helpdesk, Kayako, Keap, Mixpanel, NetSuite, Nicereply, Nutshell, Pendo, Pipedrive, Quickbooks Online, Receptive, Recurly, Retently, Rollbar, Sage Intacct, Salesforce Sales Cloud, SalesforceIQ, Segment, Stripe, TeamSupport, UserVoice, Xero, Zendesk, Zoho CRM, Zoom Meetings & Chat, Zuora, amoCRM

Freshsuccess offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support

Related categories

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