PlanhatUsed by 73% Professionals

Planhat Reviews

Paid

3.5

/5

(Alternatives.co rating)
  • Linux
  • Windows
  • Large Enterprises
  • Small Businesses

Planhat is an easy-to-use and flexible customer success platform that helps businesses power their customer experiences. Some of the notable offerings include health scores, customer 360, playbooks, customer portals, revenue management, and more.

Contact Us

Find the right plan today

Try For Free
Alternatives.co has rated
Planhat
4.6
Select Application
  • 4.6
  • 4.6
  • 4.7
G2
4.6
Top Comments by G2
Positive Comments
  • Jennifer S.SVP, Basis Customer Experience
    Review
    5.0

    We recently launched with Planhat, after a lengthy vendor selection process. Given the complexities of our internal systems and data needs, we had many technically heavy discussions with stakeholders from both companies to ensure we could get all necessary data into Planhat. From the early stages with our Corp Dev team, Planhat was a favorite. We had the pleasure of working with Chris (CCO) from day 1. The integration took about six months. Our tech leads, Niklas (CTO) and Nicci were just as supportive and informative. Nicci has been instrumental in every aspect of our integration, launch, and beyond. Although the integration took longer than expected (primarily because of all the various integration pieces we needed), we never lost sight of the goal, nor did we have to make concessions. We officially launched in July, and Planhat is now our official CS system of record. Above all the time savings and information centralization, the best part of Planhat has been the partnership we get from Chris and Nicci. Both have been incredible, especially with their expert troubleshooting and solution skills. Our internal lead on this initiative has spent hundreds of hours working to figure out the best set-up for our business. Because of her efforts, we have an incredible foundation to build and work from as it relates to our customers and their business. We wanted a system with flexibility that would support our needs. Planhat allows for so much flexibility that it can be both a blessing and a challenge. Had we not had such talent on our side, with the ability to spend hours learning and creating our metrics, playbooks, reports, etc., I could see this having a different outcome. Phase 1 is complete, and we still have other phases to work through. At this point, our team loves Planhat, and weve created a ton of efficiencies by having one centralized place for most of our customer information and sharing various views with customers. We are starting to hear positive customer feedback because of the enhancements the Client Portal brings to the Onboarding process. We don't dislike anything. There are some areas/actions that aren't as intuitive as others. Planhat offers so much flexibility, requiring time to maximize all its capabilities. Helping us to level up our customer support efforts. We have seen many improvements in our Onboarding and Customer Success practices from which we believe all involved will benefit significantly.

  • Patrick S.Content Writer
    Review
    5.0

    I'm not an technically-minded person, nor is my background in customer support. That said, much of what I do on a day-to-day basis includes both skillsets. Despite that, I've been successful in my position thanks to the Planhat team, whose ongoing support, guidance, and user interface have given my team everything we've needed for success (and then some). We are by no means the easiest client and have asked for several customizations, all of which the Planhat team has accomodated. I have not had a single negative experience in my year-long relationship with this team and would suggest them to absolutely anyone in the market. Consumate professionals, endlessly knowledgeable, and able to easily translate technical ideas to non-technical audiences. This is one of those questions where I feel that I'm really scraping the bottom of the barrel for an answer. In my experience, shortcomings around the Planhat team and interface have been almost non-existent. As I noted before, they have been relentlessly accommodating. If I had to reach to a distant limb for some minor constructive criticism, perhaps I'd say a more robust training experience for users -- but they're already working on that. If you'd asked me several months ago, perhaps I'd say a more customizable visual playbook experience -- but they heard that, listened, and designed the playbooks to our needs. I expect that if you asked me a year from now, my response would assume the same structure: we identified an issue -- something that needed a little tweaking for the distinct needs of our team -- and they immediately partnered with us to create it. Planhat allows us to create and execute a seamless white-glove client experience where nothing falls through the cracks. The data we're able to collect and action is unlike anything our company has ever seen. With every interaction with the Planhat team, I learn more about the robustness of the platform's capabilities. I expect that will continue as I continue to learn more and as platform interations continue to improve upon an already exceptional product.

  • Nico K.CS Operations Lead
    Review
    5.0

    To give you a better understanding of how we use Planhat I divided my feedback as following: Software: Planhat is very intuitive and has a user-friendly design and UI that can easily be understood and enables everyone in the company - no matter what experience, to use the data, create and customize their worklows/playbooks and more. The integration of our customer data from a variety of tools was and is super easy - we relied on the native integrations (like CRM, Tickets, ...) as well as the API (e.g. for usage data). Also, I love the excel import/export which makes it easy to adjust specific fields while you're working with no downtime. What I also really like about Planhat is that new automations can be added with no developer experience. Support from Planhat: Technical Chat support: super fast (<5min response time at most of my inquiries and few inquiries with ~2h response time) and very helpful most of the time. They take time to help you creating automations etc.. Personal CSM: Probably the part I like most about Planhat, is the fact that we're supported by a CSM that is very engaged and helping us getting the most out of Planhat in a structured way during the onboarding and also takes the time to answer our additional questions. As every software, also Planhat has some minor bugs here and there. While most of our reports have been solved very fast we still experience a bug related to the CRM-integration that we raised several weeks ago and which prevents us from using Planhat to 100%. But I am certain this will be solved soon. - bringing all customer data at one place - automating our biggest customer processes / playbooks - enabling all departments better understand our customers - backed by data

Negative Comments
  • Albena Y.Manager, Customer Success
    Review
    3.0

    The system offers excellent functionality for internal tracking of customer communication (both internal and external). The flexibility of adding custom fields, notes, tasks and different triggers is another great asset to mention. They've also improved the dashboard reports recently, and it's a bit easier to use it (if you disregard the fact how many filters you need to create in their Data module before this). Their support and CS teams usually try to reply within a day, and find a resolution to your issue/request. Unfortunately, I'd have to say that the system hasn't proved to be a good fit for our needs, because we have more complex use cases and flows we'd like to achieve with it that are not supported at the moment. Along with this, I don't think their integrations are mature enough since they break often, and this for sure impacted my trust in the way their integrations are designed. The ones we're using are: - Hubspot (multiple issues there for over 4 months now, and this is the one integration we need to rely on for syncing the customers' data) - Zendesk (seems to work OK for now, however we only use it in order to understand if there are any customers with increasing number of tickets) - Gmail (works OK, with a few additional filters we'd like to have that are not available currently , but are not a dealbreaker) - Jira (didn't work as expected and announced in their help articles at the beginning) The customer-facing portal offers minimal functionalities and doesn't look professional enough for our goal to handle customer onboarding tasks in there - main dealbreakers for us were: 1. No proper branding (apart from your logo, you cannot send emails/notifications from your domain) 2. No structured email notifications (everything looks as if it was taken from an activity log, a long list of items that is difficult to read and people would for sure ignore) 3. Limited automation options for different user flows we'd like to implement As I mentioned in the title of my review - I can recommend the system to those that need a system that can manage their customer base without expecting to implement complex scenarios for internal or external tasks. 1. CRM functionalities 2. Reports for churn and NPS 3. Customer communication tracking Thank you for the feedback. Weve built Planhat through recommendations and referrals in the CS community so really take your feedback seriously. As an immediate response, I'm pleased to let you know weve added a range of new branding capabilities to portals through our new Pages feature and have a further big update on the way! We are always working on improving all aspects of Planhat - for any system integrations can be tricky as they depend on the cleanliness of source data - but we have passed your feedback onto the team and really appreciate you sharing it. Thank you!

  • Verified User in Information Technology and ServicesSmall-Business(50 or fewer emp.)
    Review
    1.5

    Planhat has a relatively straightforward user interface; you will be able to jump straight into the account page with little training and will have no problem navigating as a general user. It is also highly customisable & integratable provided you are able to script out what information you need to feed into Planhat. 1. Lack of timestamp although last update was that this is in the pipeline. 2. As were feeding data into Stitch due to we are analysing data in PowerBi from Stitch, one of the disadvantage is that were unable to select specific data for the sync. Currently all information gets pushed through even though they are unnecessary which results we are unable to track agent's performance. 3. Tracking of plans. As our business module is a subscription base. We would also like to see if the merchant has upgraded / downgraded their plans over time. 4. Tracking churn. Currently unable to track if churn was mid subscription or towards their renewal. 5. Dashboard / Reporting - Theres not much filtering that can be done. For example if a report is to be created for a specific team, there will be multiple filters (eg. Team agent and a specific funnel). When both filters are added, the report gets distorted. 6. Hoping there will be more direct integration with Planhat (for example, we are using ChargeBee to track payments from customer therefore it will be very useful if there is direct integration with Planhat) We would like to use Planhat as our end to end CRM, from customer onboarding, identifying low health scoring merchants that require some tender love & care, housing all important information, and down to their renewals.

  • Verified User in Information Technology and ServicesMid-Market(51-1000 emp.)
    Review
    1.5

    Planhat is great if you want to work with diifferent data regarding your customer, NPS, health score. With the insights and lifecycle information you are able to view at a glance the health and information about your customers. We also have an integration to track all interactions with the customer, so no info is lost. The salespipe is also an interesting feature which allows you to track potential cross and upsell with your customer base. They also have a great team which answer your questions and help you through the tool. Overall Planhat is a CS tool with a lot of potential but they still need to hone on a lot of the functionalities they have. Planhat can be slow (happens often unfortunately), which means that you have to sit and stare at your screen waiting for it to load. They have a playbook functionality which means you can create templates, but the templates, this is a good feature but you are unable to order them alphabetically or "hide" the playbooks which are made by colleagues so you do not see other languages for example, which means that you have to scroll through the whole list in order to find the playbook you need. We have a VoIP integration and although it works fairly well, there is no dialpad option, which means that if you make a call and happen to have to dial in an extension number you are unable to. GIves a 360 view of your customer. You can work with different data regarding your customer. The CS team needed a tool which gave more insight into the customer journey.

Trustradius
4.6
Top Comments by Trustradius
Positive Comments
  • Matthew WheelerCustomer Success Manager
    Review
    4.5

    When evaluating Planhat, we found that it had a better UI and was a more rounded product than Churn Zero. Planhat was considerably more expensive than Churn Zero, but we felt that the extra investment was worthwhile given that the product better met our needs. When compared to Gainsight, we found the products largely similar. Each one had features that the other didn't have, but overall we felt that both would match our needs. The cost advantage gave Planhat the nod - we couldn't justify the extra expense that Gainsight would have incurred.
    Planhat is very cost-effective compared to its competitors and offers a similar level of functionality. So if you are looking for a CS platform that will give your CSM's all the data they need to manage their portfolio, then Planhat will do the job very well. I was part of the team that was tasked with selecting a CS platform for Pexip, and the combination of cost and performance made Planhat a clear winner against the other two products we were evaluating. I still use Salesforce on a daily basis because that's the platform we use to generate quotes. It would be nice if I only had one platform to perform all of my CS tasks in. I'm not sure if that's a criticism of Planhat or not, as I don't know if it has a quoting module that we haven't implemented, or whether that function simply isn't available.
    Reporting - you can set up filters with boolean criteria to give you insight into everything you need to know. Playbooks - these are very good for less-experienced CSM's who need a step-by-step guide on how to deal with different stages of the customer lifecycle. More experienced CSM's may not need the playbooks. Usage data for customers - there's a wide range of charts in Planhat that tell the story of client consumption.
    The data in Planhat can only be as clean as its original source, and we realized that there was a lot of erroneous data shown. That's not a fault with Planhat, but it took us a long time to clean that up. The bubble view is touted as a key differentiator in the product, but in reality, I don't find it very useful.

  • Nicole BrennanCustomer Success Manager
    Review
    5.0

    We needed a software that would not take months to set up and learn how to use. We needed powerful data that was easy to understand and action based on health scores dropping, etc. It was also important for us to be able to get our full team on the platform so that we could all be aware of important customer touchpoint data and areas for improvement. Planhat was the only software that could offer all of these things at a reasonable price. Planhat was also transparent about their pricing on their website compared to other competitors.
    Planhat is suitable for all customer success teams. They don't charge per user, so everyone in an organization can have access. This is really beneficial to get your business aligned. Usage data, health scores, and playbooks are instrumental in helping scale business operations. Planhat has features that appeal both to top-level management and to customer success teams.
    Excellent customer support and onboarding experience. They are very quick to respond to queries via the live chat. Our CS manager was brilliant in helping us get set up and making sure we were getting the most from all the features. The platform and features are very user friendly and intuitive. It's an extremely powerful tool with a lot of functionality, but thankfully it doesn't take long to learn how to use it. The customer portal is a game changer. The ability to share playbooks, data, and meeting notes all in one place is so useful for our customers and helps build trust and transparency.
    There are some limitations with sharing usage data for parent-child companies, but Planhat is aware of this and working on some updates.

  • Erin GracyalnyCustomer Success Manager
    Review
    4.0

    Planhat compares relatively well to Totango, despite not coming along with the massive price tag. It was able to perform all of the functions our CSM team was needing and hoping it could do for us. It was able to highlight the customer's health according to the metrics we input, we could add a CSM sentiment to slightly weigh or adjust the score based on our own knowledge of the account, we could add notes, and the integration with Salesforce was key to making this work so that we could still see any interactions the sales team had with the customer as well.
    I think this is a great solution that I had not heard of prior to joining Nitro. Coming from an organization that used Totango before this, I liked that Planhat was similar and easy to use. I did enjoy that I could send emails and choose from templates directly in Planhat, so I was able to save a lot of time for myself by staying within one product.
    Customer health Playbooks Salesforce integration
    Allow for cc'ing of AEs or others within the same organization from the messaging center. When I went to send a message from within Planhat, I had to manually type out the AE's email address every time if I wanted them cc'd. The fonts were funky if I went to add text into an existing email template. For example, if I added in an extra sentence or paragraph, in Outlook on the recipient's end, the font was different despite looking the same within Planhat. Gmail was all consistent, Outlook was showing a different font.

Negative Comments
  • Matthew WheelerCustomer Success Manager
    Review
    4.5

    When evaluating Planhat, we found that it had a better UI and was a more rounded product than Churn Zero. Planhat was considerably more expensive than Churn Zero, but we felt that the extra investment was worthwhile given that the product better met our needs. When compared to Gainsight, we found the products largely similar. Each one had features that the other didn't have, but overall we felt that both would match our needs. The cost advantage gave Planhat the nod - we couldn't justify the extra expense that Gainsight would have incurred.
    Planhat is very cost-effective compared to its competitors and offers a similar level of functionality. So if you are looking for a CS platform that will give your CSM's all the data they need to manage their portfolio, then Planhat will do the job very well. I was part of the team that was tasked with selecting a CS platform for Pexip, and the combination of cost and performance made Planhat a clear winner against the other two products we were evaluating. I still use Salesforce on a daily basis because that's the platform we use to generate quotes. It would be nice if I only had one platform to perform all of my CS tasks in. I'm not sure if that's a criticism of Planhat or not, as I don't know if it has a quoting module that we haven't implemented, or whether that function simply isn't available.
    Reporting - you can set up filters with boolean criteria to give you insight into everything you need to know. Playbooks - these are very good for less-experienced CSM's who need a step-by-step guide on how to deal with different stages of the customer lifecycle. More experienced CSM's may not need the playbooks. Usage data for customers - there's a wide range of charts in Planhat that tell the story of client consumption.
    The data in Planhat can only be as clean as its original source, and we realized that there was a lot of erroneous data shown. That's not a fault with Planhat, but it took us a long time to clean that up. The bubble view is touted as a key differentiator in the product, but in reality, I don't find it very useful.

  • Nicole BrennanCustomer Success Manager
    Review
    5.0

    We needed a software that would not take months to set up and learn how to use. We needed powerful data that was easy to understand and action based on health scores dropping, etc. It was also important for us to be able to get our full team on the platform so that we could all be aware of important customer touchpoint data and areas for improvement. Planhat was the only software that could offer all of these things at a reasonable price. Planhat was also transparent about their pricing on their website compared to other competitors.
    Planhat is suitable for all customer success teams. They don't charge per user, so everyone in an organization can have access. This is really beneficial to get your business aligned. Usage data, health scores, and playbooks are instrumental in helping scale business operations. Planhat has features that appeal both to top-level management and to customer success teams.
    Excellent customer support and onboarding experience. They are very quick to respond to queries via the live chat. Our CS manager was brilliant in helping us get set up and making sure we were getting the most from all the features. The platform and features are very user friendly and intuitive. It's an extremely powerful tool with a lot of functionality, but thankfully it doesn't take long to learn how to use it. The customer portal is a game changer. The ability to share playbooks, data, and meeting notes all in one place is so useful for our customers and helps build trust and transparency.
    There are some limitations with sharing usage data for parent-child companies, but Planhat is aware of this and working on some updates.

  • Erin GracyalnyCustomer Success Manager
    Review
    4.0

    Planhat compares relatively well to Totango, despite not coming along with the massive price tag. It was able to perform all of the functions our CSM team was needing and hoping it could do for us. It was able to highlight the customer's health according to the metrics we input, we could add a CSM sentiment to slightly weigh or adjust the score based on our own knowledge of the account, we could add notes, and the integration with Salesforce was key to making this work so that we could still see any interactions the sales team had with the customer as well.
    I think this is a great solution that I had not heard of prior to joining Nitro. Coming from an organization that used Totango before this, I liked that Planhat was similar and easy to use. I did enjoy that I could send emails and choose from templates directly in Planhat, so I was able to save a lot of time for myself by staying within one product.
    Customer health Playbooks Salesforce integration
    Allow for cc'ing of AEs or others within the same organization from the messaging center. When I went to send a message from within Planhat, I had to manually type out the AE's email address every time if I wanted them cc'd. The fonts were funky if I went to add text into an existing email template. For example, if I added in an extra sentence or paragraph, in Outlook on the recipient's end, the font was different despite looking the same within Planhat. Gmail was all consistent, Outlook was showing a different font.

Capterra
4.7
Top Comments by Capterra
Comments
  • Tim J.Founder
    Review
    5.0

    Our business operations consist of detailed and complex series of business processes that are required to signup, onboard and retain our customers. Planhat allowed us to solve the problem of transitioning from a high-contact team working in the same location to one that is now working remotely and much less 'in the loop' that we previously were. Whilst Zoom and Slack are handy for keeping in contact you still miss the discussions on the way to lunch on in the hallway. Planhat has been our safety net ensuring that nothing gets missed and everything happens at the right time.
    We needed all of our data in one place. We needed our data to trigger processes. We needed a system that could monitor and alert the right people when items fall behind or get missed. Planhat did all of this and saved us time.
    Planhat's complete customisability is its biggest benefit for us. We have a complex and multi-path series of business processes that require non-standard and integratable information at every step. Planhat allowed us to automated our processes through playbooks that trigger off this information and their easy to use API has allowed us to integrate our others systems directly into PH making our transition to remote work smooth and error free.
    Nothing. Planhat is an extremely well fleshed out system supported by a team that are clearly experts on not just their own system but CRM systems in general; a question of 'how do i' usually leads to a much better solution than we initially thought about and the capabilities of the system are constantly expanding each month

  • Mia L.Director, Customer Experience
    Review
    5.0

    Planhat has allowed us for the first time ever to have a complete 360 degree view of our customers and insight into all conversations happening with them across different departments and functions. We finally feel that things will not fall through the cracks and our CS team can move away from Excel and google docs and work proactively inside one system for improved efficiency.
    Planhat allowed us to implement a very powerful CS tool easily, efficiently and in a short time period. This was possible in part due to the fact that the tool "plays well with other" applications and softwares we use for support, ticketing, communications and email, and in part because the support and engineering teams were extremely accessible and easy to work with.
    Being an organization with a lot of layers of complexity in our Customer Success department with a great number of products, CS reps and customers globally, sometimes we found that Planhat had some limitations to accommodate our permission levels and roles. However, after bringing this to the Planhat team's attention they were very agile to implement changes and enhance their product to fit our needs.

  • Nicole B.Customer Success Manager
    Review
    5.0

    Before using PlanHat we had very little insight into our customer health and how they were using our technology. PlanHat enabled us to understand our customers better and what features and UX needed to be improved. We have saved so much time automating workflows and assigning playbooks for onboarding new customers.
    The customer health scores and renewal management have really helped streamline our processes and improve the customer experience. Our customers love their Customer Portal where we share playbooks, usage dashboards and success plans. This transparency has improved adoption and helped us build trust. It's really easy to use and intuitive - while still providing powerful data insights and reports.
    Not much to dislike - there were some limitation with usage tracking for Parent-Child companies, but I know they were working on some updates on this.

  • Jordan G.Customer Success Manager
    Review
    5.0

    There's certainly a learning curve, when you first start. But, as soon as you understand how to build filters or triggers, you'll be in great shape. At that point, you'll be able to create all kinds of useful features for a wide variety of purposes.
    Poor proactive Customer Success-centric capabilites.
    You can set up your system to be as simplistic or as complex as you would like it to be. You can also restrict the actions of your users via Role Management, so when you finally build out those complex filters or metric analytics, you won't have wandering hands meddling with your filters or code.
    Some of the filter options are labelled somewhat deceivingly, or are at least inconsistent with what their relative data fields are called on the front end. i.e. "Workflow/Template" for "Playbooks"

  • Hanna O.Sr Director, Customer Experience
    Review
    5.0

    Reducing churn, more upsales. Insights into our customer data. Helps us scale our Customer Success organization.
    Powerful technology and great people! The Planhat team really understand CS at depth. Their product is flexible and gives support through the entire customer lifecycle. From onboarding to auto-triggered messages, insights into your portfolio, health score and much more. Easy to use and easy to set-up. I also like the overview of the feature- level health score and their "user-tracks" where you can see health on a user-level.
    Not much I can think of. If anything, I think its important to think through which features you want to have enabled - the product can do a lot of things.

  • Juan Martin P.Customer Success Leader
    Review
    5.0

    Planhat has helped us a lot since we hired it. We wanted to have an early warning system and now our team is contacting customers when they need a proactive reach instead of after they've asked for help or complained about something. We can easily have a quick understanding of what's going on with our customer base and where we need to focus our efforts.
    Its a very powerful tool and really easy to use at the same time. No training needed.
    We would like them to do more webinars and/or events to do networking and have a broader benchmark about how other SaaS companies are dealing with churn, expansion and so forth