Freshworks Customer Success
Proactive customer success for SaaS businesses.
Overview
Formerly known as Natero, Freshworks Customer Success is a platform designed to help SaaS businesses manage their customers proactively. It provides tools for tracking customer health, monitoring product usage, and automating CSM workflows. As part of the Freshworks ecosystem, it can be integrated with other products like Freshdesk (support) and Freshsales (CRM) to provide a more unified customer view.
✨ Key Features
- 360° Customer View
- Health Scoring
- Product Usage Tracking
- Automated Workflows & Alerts
- Task Management
- Reporting & Analytics
🎯 Key Differentiators
- Part of the broader Freshworks ecosystem, offering native integrations with support and sales tools.
- Strong data science and machine learning capabilities inherited from Natero.
- Backed by a large, public company.
Unique Value: Combines powerful, data-driven customer success management with seamless integration into the broader Freshworks product suite, creating a unified platform for all customer-facing teams.
🎯 Use Cases (4)
✅ Best For
- Creating a unified view of the customer for teams using Freshdesk for support and Freshworks CS for success.
- Automating alerts for CSMs when a customer's health score drops or usage patterns change.
💡 Check With Vendor
Verify these considerations match your specific requirements:
- Large enterprises with very complex needs
- Companies not wanting to be part of the Freshworks ecosystem
🏆 Alternatives
Offers a compelling all-in-one option for companies using Freshworks, potentially simplifying the tech stack compared to integrating a third-party CS tool.
💻 Platforms
🔌 Integrations
🛟 Support Options
- ✓ Email Support
- ✓ Live Chat
- ✓ Phone Support
- ✓ Dedicated Support (Custom tier)
🔒 Compliance & Security
💰 Pricing
✓ 21-day free trial
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