SmartKarrot Reviews

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.

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

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!

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.

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

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

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...

Read more

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.

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.

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

Smart Karrot platform is unique in that, it helps in capturing and tracking user behaviors based on events and that can trigger personalized communication to the targeted audience. These can be easily be customized as well. In addition, the product also has built in survey tools!

The implementation is not a cut and paste script but more elaborate SDK based deep integration. While that can take several weeks the insights are much more richer.

SmartKarrot offers the possibility to create Playbooks to define clear guidelines to help CSMs with their daily tasks. This option is great to define processes and help new starts to go up to speed.The touchpoint functionalities are also helpful to carry out handovers among CSMs. They are a great asset to log important information of the accounts.

Our product is quite complex so we had several integration issues and delays to properly see the relevant information within SmartKarrot.

The account 360 dashboard for each customer allows for a comprehensive overview of all information for each specific customer. The Success Plays are also super helpful to have defined processes for certain customers. The user interface is very friendly and our CSM was extremely helpful during the integration process.

The product could have a more streamlined interface. Some things are a bit difficult to find, but they are usually there, just hidden among other things.

It's easy to use software with multiple features which enable the user to use all the features for better management of customer success.

So far, I haven't noticed anything which isn't good on the platform. I liked everything.

Frugal implementation, directed towards B2B enterprise applications, has elements of gamification embedded,

Still in Beta stage, needs to tested to gauge stability.

SmartKarrot helps give valuable insights into our clients' behavior. The Success Play feature ensures that all of our clients receive the necessary support from us. [SENSITIVE CONTENT] and the [SENSITIVE CONTENT] team have been great to work with - always accessible, patient, and thorough.

We experienced a few bugs/glitches during the launch that caused confusion on what data is "true" and what actions are required.

Onboarding was very simple with the help of the support team from SmartKarrot. The platform is very easy to use and team members successfully navigated the platform without much training. The in-platform survey system is an excellent addition..

An excellent platform that can grow even more if the speed and efficiency of its functions are improved.

Smartkarrot is great for everyday tracking of our workflow with the Success Plays. It keeps us on track to service our clients thoroughly to make sure nothing falls through the cracks.

We experienced some glitches at launch and throughout the first few months. There is a learning curve involved in the data that is provided.

With most SaaS software, the adoption is the key and more than the technology it is the post-purchase support that makes the difference. Features are somewhat comparable across competing platforms, but a great customer success team is what matters the most. What I liked the most about SmartKarrot is that they have a very smart, professional and knowledgeable customer success team, who get involved and aligned with your organization's vision and suggest the best ways to make the maximum use of the software. They conduct regular reviews and workshops to ensure that the end users become experts on the platform. Overall experience was really great.

Nothing specific, however since our use-case was a bit peculiar compared to the normal use-cases that are covered in the standard offerings, we tried to get a lot of customizations to meet our needs. Eventually that may impact our long-term benefits in case the product goes a major revamp. But again that is more because of our specific use-cases, and we would have to get those customizations with any other similar software too.

The support and onboarding team is great and weekly check-ins with them are helpful so the team could maximize the software. On top of that, the tracking and health score really helps keep track of the customer assigned per person.

It takes too many clicks to complete a certain operation on the platform which can be time-consuming. Nevertheless, this can be improved over time.

The platform helps in capturing and tracking events, personalized communication with the targeted audience through multiple channels and monitor customer health scores.

The complexity of the platform does require our team to spend time to start using the platform effectively. However, the onboarding team ensures they are with us every step of the way to make this experience great.

The dashboards with ability to drill down and information about each app usage helps various teams within the organization work in sync rather than independently trying different things. Integration with native apps is very easy and the documentation has helped us to get going very fast than building each feature from ground up.

The performance of the admin portal can be made better

I like that SK allows me to keep track of multiple accounts and their individual product/progress timelines as well as allowing me to see their usage with our product.

A little glitchy at times and definitely has a large learning curve

I can come in and see what items I need to touch on or work on for that day or those coming days. If something is delayed I can review what that Item is and continue to work on it OR have it on my radar!

Delay in catching up when changes are made within SK, but not a burden!

The fact that we are able to monitor the usage of our product features and drill it down by each customer at a feature level is very useful. It helps engage or support our customers’ as and when required. Through the pulse survey we understand more about our customers’ experience and are able to plan our product road-map.

I’d love to be able to integrate many of the other tools that we use which I currently can’t. However, it’s great that the SmartKarrot team has it in their road-map.

I like the tracking that can be done and the automatic to-do list that generates with the success plays

Tracking touch points down and associating touch points to success plays

SmartKarrot’s onboarding team ensures a smooth integration with their platform and also provide guidance through the journey. The platform is intuitive and has very useful set of features to help our customer success team.

The platform doesn’t really have any cons in my experience. It’s a rare combination with mulitple features available under one roof and function cohesively as compared to other products which offer one or two of these features.

SmartKarrot has a rich feature set and is a great tool to increase monitor traction on your product if you have an app or platform. There is rich analytics so you can truly dive in a learn more about your users behaviours.

It is a bit complex and has a bit of a learning curve!

The way different metrics are represented in Analytics screen is very informative for any type of business. Also Smart Segmentation adds lot of value to target the right audience.

SDK integration is bit tedious and requires technical skill set.