SmartKarrot is an intelligent and actionable platform to operationalize and scale your customer success from onboarding to advocacy. It is one of the most comprehensive platforms that guides and assists a CS professional through all the stages in a customer journey.
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Pros
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!
Cons
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.
When it comes to choosing a platform for customer success, there are many factors you need to consider. The foremost important factor that surpasses the technical capabilities of the software is brand trust. The brand should have a good reputation in the space they operate in. Their contribution to the community, their expertise in their field, and commitment towards quality are a few of the factors that differentiate them from their alternatives.
Within three years after its inception in 2018, SmartKarrot has carved its name among the top companies in the CS space. Few early customers have left very positive reviews of this company and within just three years of its operations, it is on its way to make a mark on its space.
So, let’s explore why it is one of the top choices of its customers and how is it different from others.
What is SmartKarrot?
SmartKarrot is an intelligent and actionable platform to operationalize and scale your customer success from onboarding to advocacy. It is one of the most comprehensive platforms that guides and assists a CS professional through all the stages in a customer journey.
SMBs and Enterprises use it to drive successful onboarding, product adoption, retention, engagement, upsell, and revenue growth. It empowers your customer success endeavours by providing predictive insights and prescriptive guidance through its actionable intelligence.
Using its embedded intelligence, companies can prevent churn, engage effectively with clients and grow their accounts. It is suitable not just for the customers in a specific stage but all the stages between onboarding and finally turning them into brand advocates.
What more, apart from all the best-in-class Customer Success solutions, it also comprises elements for Customer Experience. While using this software, you can rest assured with the best customer success solution ever-present in the marketplace.
PRICING
FEATURES
What are SmartKarrot’s features?
Having spoken about the functionalities of SmartKarrot above, let’s see how is it able to achieve them through its specific features.
360-degree customer view
It collates all the data from different sources like CRM, finance, customer support, and usage, and displays them in one comprehensive view through a 360-degree view. You won’t have to switch between different tools to gather all that information manually.
It also gives you information about different phases of the customers, each CSM’s portfolio, and customers belonging to different subscription plans.
Customer health dashboard
It displays the overall customer health in your dashboard. You can configure all parameters it must consider to calculate customer health along with assigning the weightage to each of them. You can also assign scores to different stages customers are in like onboarding, trial, or adoption. Based on these health scores, you can take informed actions needed, for example, mitigating the churn risk for customers with lower health scores.
Customer Segmentation
Customer segmentation allows you to create different sets of customers for driving targeted actions like events, triggers, campaigns, and surveys. Using this, you can go deeper into the personalized experience for your customers based on their demographics, device, browser, etc.
These segments keep refreshing from time to time to include the latest entries and keeping the segments always up-to-date. This is a very useful feature for driving tech-touch engagement through complex rules it allows you to create based on various characteristics like behavioural patterns.
Customer Campaigns
Through its multi-channel support, you can personalize your touch-points across all channels like emails, texts, in-app messages, push, pop-ups, etc. All your touchpoints, both tech-touch and high-touch, can be personalized and operated from one single platform. Through automation, you can schedule them to be triggered at your desired times.
You can use this feature in different phases like onboarding, feature releases, and adoption guidance.
Customer Surveys
Customer surveys are an important part of customer success. You need to always keep a check on the pulse of your installed base. Through SmartKarrot’s surveys feature, you can conduct triggered surveys at various stages of the customer journey.
You can configure complex surveys, NPS, and simple pulse feedback, all to appear within your product. Your customers don’t have to leave your ecosystem to take these surveys. Feedback processes are an important kind of touchpoint with your customers. You can ask the relevant feedback from the right people at the right time.
Customer Success Automation
Wouldn’t it help you a great deal if you can automate all your customer success efforts at one go? SmartKarrot provides you with that capability by automating features like alerts, internal and external communication, surveys, referrals, and much more.
Through event-based alerts and access to all the accounts under each CSM, you get the ability to have a detailed look at each customer under a particular CSM. You can also automate communication and notification to your customers falling under different segments to drive meaningful engagement. The templates present in this platform give you a good place to start.
Early warning system
This is a very helpful feature to know in advance which accounts are in the red zone. You can configure your alerts and nested alerts to derive useful information from the customer’s usage behaviour. Through complex rules of notifications for stakeholder changes, usage drop, contract expiration, and many more, you can turn your lagging indicators into leading indicators.
Based on these warnings, you can take immediate actions from the platform itself like raising a ticket, creating a task, notifying the team, or diving deep into the root cause.
INTEGRATIONS
More About SmartKarrot
What are SmartKarrot’s Functionalities?
When we call it a comprehensive customer success solution, what does it mean? What functionalities does it cover to be considered so? Listed below are these points:
Reduce churn and grow accounts
By assisting you in engaging proactively with your customers, it helps you maintain the good health of your customer accounts. To prevent churn, you have to keep a check on your customer accounts right from the beginning and cannot rely on a need-based service. This software does exactly that.
It also helps you identify growth opportunities in your customer accounts. It means converting trial customers and upselling to existing customers. With its actionable insights, you can execute these growth-driven strategies in a more informed manner.
Effective onboarding
It helps you track and measure your onboarding phase. You would have full view and complete control over driving onboarding for your clients effectively. You can design and execute various touchpoints for this phase in this software. Another aspect of it comes through a personalized experience you can provide to your customers during onboarding.
Enhance team’s productivity
SmartKarrot provides a single-window function to its users wherein they can view all the information in one place. You can create and manage tasks across different functional teams while keeping your customer at the centre. For repetitive tasks, it has the capability of automating them to enhance the overall productivity of your team.
Drive product adoption
SmartKarrot gives you the power to influence your users to use your product the right way to drive product adoption. It gives you information about the feature usages and corrective measures to drive further engagements. You can also manage in-app guidance and product feedback through it that helps a great deal in driving successful product adoption.
Provide a greater experience
With a closer view of your customer’s behaviour, you can automate personalized reactions to them. Managing and influencing each digital touchpoint is another advantage of using this feature. With its comprehensive view spanning across all the stages in a customer journey, you can manage customer experience throughout their journey.
PROS AND CONS
PROS
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!
CONS
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.
CONCLUSION
Customer success is a growing field and everyday innovation is happening all around the world in this field. SmartKarrot keeps its product up-to-date with all the latest developments that are happening to evolve the customer success practice. With a tool like this, you can empower your CS team and unleash their greatest potential to leverage customer success goals.
