Natero is a cloud-based customer success management solution designed to assist customer success teams in managing customers, preventing churn, and increasing account expansion. The software offers a range of features including workflow management, customer intelligence and health scoring, comprehensive integrations, predictive analysis, dashboards, and more, in one unified platform.
Natero’s predictive analytics automatically identify customers who need attention. Machine learning algorithms evaluate a range of factors to predict customer behavior, and notify users with rule-based alerts, while customer health scores can be customized based on different customer segments and are calculated based on user-defined metrics and weightings. These analytics allow users to take proactive action and reach out to customers who may be at risk of churn or are slow product adopters. Natero also stores all customer interactions in a single shared communications hub, where users can access all customer chats, emails, meetings, notes, and support tickets, and create new interactions.
Natero allows users to centrally manage their customer-related tasks, milestones, and alerts with intuitive workflows to manage onboarding, product adoption, and more. Workflow templates can be used to standardize and automate recurring processes, and consistent responses can be provided through playbook templates. Lifecycle event and product usage behavior-triggered emails enable automated outreach and customer engagement. Natero also provides insight into account and revenue trends, renewal and churn rates, workload per customer success management, expected customer lifetime values, and more.
So far very good experience with Natero. We haven't been using the platform long enough yet to judge its effectiveness on measuring health and likelihood of churning, but based on the datasets we're pulling in, I'm pretty confident that it's going to do the job very well. Our CES team is thrilled about having Natero.
By it's nature, Natero is a very complicated product. It ties together a bunch of different datasets and presents them as a unified indicator of client health. To Natero's credit, they've done a very good job of creating a team and process that can get a new client from A to B. For the most part, implementation was painless - with only the instances of data issues on our end slowing things down or complicating the process. The integrations team was all over helping us get set up, and I was very pleased that Natero built a custom integration into a 3rd party tool so we could pull in NPS data and associate it with client accounts. The app works great and is easy to use once you've learned where everything is in the platform.
I can't say anything negative about Natero - for the complexity of this kind of product and the data it pulls in, everything was relatively easy. The only thing that would have helped might have been more direct involvement with us on the integration process to speed things up. We had tons of interaction with the onboarding team, but I think we might have been able to speed up our particular onboarding process if we'd had a dedicated person walking through it with us. That said, for the pricing compared to enterprise level solutions, I'm extremely happy with this.
As a small CS shop in a startup we wanted a big time solution on a start up budget. We got more than we anticipated in the area of immediate positive results for the CSM's. Increased visibility with integrated ability to manage the entire life cycle of customers. Individually designed custom account dashboards and workflows makes choosing Natero a true game changer and allows us to implement repeatable success
The platform is as simple or as complex as desired. Integrations are seamless. Reporting functionality is top notch. Support is unmatched, Echo Song is priceless. I would implement this solution into my families home life if I could.... and I just might!
The only thing I can even come up with as a "dislike" and it is still a positive. It is that the Natero platform has so many effective features, apps and processes that one would be hard pressed to become a pro on them all.
I use Natero daily to manage the health of my client's accounts. It took some time to learn how to navigate, but within a couple of weeks, it's extremely familiar. It tracks all of the important metrics, is quite customizable from an admin perspective, allows users to create lists and dashboards, as well as send email campaigns to contact lists that you can create (including customizable templates or with HTML).
Their support is absolutely fantastic; fast to reply to tickets and questions and extremely thorough in their follow-ups.
I would like the ability to see which links users click on within the newsletters that we send - generally just more info with the campaigns in general because I'm not able to fully maximize the potential there.
It allows us to have a main point of reference for all accounts, and integrate our insight into each one, whether it is the CSM's opinion, our platform's usage, their contracts, etc.
The reporting functionality and capabilities are quite extensive.
The home page of each client is customizable and can provide extensive insight into each one at a glance.
Integrations with multiple external platforms have been very useful to us.
The Support and Customer Success departments are very helpful and responsive.
Although very extensive, the reporting functionality has a steep learning curve and might appear difficult to less experienced team members.
We have got less usage out of the Email Center than we would like to, as this is still lacking some critifical functionality for us.
It's been pretty great overall. I am now -
- better able to assess progress with my accounts
- see all my weekly calls, updates in one place
- take action on any red flags immediately
- manage upsell/churn effectively
- see all client communication in one place
Earlier, we used to capture a lot of account related stuff on Google Sheets. That was okay for a small team, but as we scaled from a team of 4 to 20 (and still growing) - things started getting difficult and we realised we needed a proper Customer Success tracking tool to capture all of our account related updates, actionables, goals, tasks and track them on an ongoing period.
The tool is easy to use - has several dashboards that give quick overviews, integration has easy and Natero can capture data from multiple sources which eventually decides the account Health Score - an important tracking metric for any CS team.
At times, the tool becomes slow and unuseable. Some of the data points take longer than usual to sync.
Contact Natero for pricing information.
Below are some frequently asked questions for Natero.
Natero offers the following pricing plans:
Pricing model: Subscription
Free Trial: Not Available
Contact Natero for pricing information.
Natero offers the following features:
Natero has the following typical customers:
Mid Size Business, Small Business
Natero supports the following languages:
Natero has the following pricing plans:
We do not have any information about what devices Natero supports
Natero integrates with the following applications:
FreshBooks, JIRA Software, Kayako, NetSuite, TeamSupport, UserVoice, Xero, Zendesk, Zoho CRM, Zuora
Natero offers the following support options:
FAQs, Knowledge Base, Online Support, Phone Support