A great tool that helped a lot in bringing accountability and automation on our CS team

What are the best aspects of this product?

Natero is a flexible and easy-to-use product that brings lots of features. Our Customer Success team is able to carry out our everyday activities more fluidly thanks to this program’s functions, such as workflows, tasks, and alerts. There’s also a feature that allows us to monitor and follow up tasks in order to ensure that they will be completed. The product also provides us with increased visibility into our customer experience which allows us to determine which of our clients are having unpleasant experience so that we can do something about it. The handiest functions for us are the Computed Metrics, Custom Dashboards and Dimensions, and Alerts. We’re also thankful to the Echo, for being so responsive to our queries.

What aspects are problematic or could work better?

This is a very smart tool which is why we already expected some of the drawbacks we experienced. For example, setting it up at first is tedious and complicated. Also, we must be very specific in identifying the data points that need to be captured.

What specific problems in your company were solved by this product?

One of the major benefits of this tool for us is the automation of our everyday activities in our CS department. And thanks to the increased visibility, we are now more informed with how to treat our clients better. Overall, Natero allowed us to be more data-driven which means that our staff has specific daily targets that we consider.

Are you a current user of this product?

Yes