SmartKarrot

Totally a customer oriented team

Commentaires : Overall is was great working with SmartKarrot team. They were open to listen to us and guide us wherever needed.

Avantages :

I liked the ease with which the entire customer success journey was established on SmartKarrot platform. It helped us map the onboarding journey as well as retention journey.

Inconvénients :

The frequent updates to platform without informing us beforehand caused some inconvenience, but overall, it still meets our CS needs.

Great product, Amazing Team!

Commentaires : I loved the interactions and involvement of the team in the implementation process. Operating in the same industry, the team was very empathetic and understood quickly many of our pains.

Avantages :

The experience with SmartKarrot’s team is great. The implementation is very attentive to the specific use cases to align their features best with those and to make sure we’re making the most out of the tool, our CSM was really focused on helping us driving value from the tool despite the multiple gaps in our organisation’s systems for CS! The interface is very user-friendly and fairly easy to configure depending on the use cases. For me the playbook feature really was a game changer to streamline the processes within our team and create a harmonised approach to our customer relationship building. The healthscore also made our lives simpler by automating the different variable factored in!

Inconvénients :

Our processes were not completely defined and aligned at first and our product was quite complex which made the integration of specific features of SmartKarrot’s tool harder.

SmartKarrot

Commentaires : The overall experience has been good largely because of the SmartKarrot customer success team (Snigdha and others). The product has had many issues but the willingness of the customer success team to help us get the right value has been the key differentiator and the reason for us continuing the partnership. Also, the product has become a bit stable in the last few days. Hoping to extract more value from the platform in the coming days.

Avantages :

The platform has all the key features that we need to have visibility into our customer health , the custom reports created for us have been really helpful to share updates with the leadership team on account health

Inconvénients :

Product stability UI/UX (it doesn't look like an elite product)

The experience goes beyond the product!

Avantages :

My experience with SmartKarrot, from when I sat down for a product demo until now, has been excellent! The product is very user-friendly and is filled with many features that companies, especially in the B2B SaaS industry, can use to enhance Customer Success! From what I have used so far, Product Console and Success Plays are my favorite features, and I can't wait to explore more features. I feel that the folks at SmartKarrot are not just selling a top-quality product but are keen on helping their customers drive value from it (Quite the Win-Win strategy!). The team members I worked with were highly competent, understood the nitty gritty of the gaps in CS Operations in my organization and provided proper consultation on how to use the product to address those gaps. We have just completed onboarding the product and are excited to use it to its total capacity.

Inconvénients :

Nothing. I was first of the opinion that the cost of the product is a little high, but three months into working with the team, I understand why. One is not just paying for the product but also for top-class service.

SmartKarrot

Commentaires : I have appreciated the partnership approach the customer success and development teams have taken in understanding our needs for the SAAS industry.

Avantages :

The way SmartKarrot has created success plays to be dynamic and flexible allows for better customer onboarding and meeting more of our business needs. The easy-to-use interface allows my new team members to get up to speed quickly.

Inconvénients :

The way that roles are assigned makes collaborating with multiple team members on an account harder.