# Hook Reviews **Vendor:** Hook **Category:** [Customer Success Software](https://www.g2.com/categories/customer-success) **Average Rating:** 4.7/5.0 **Total Reviews:** 53 ## About Hook Hook enables businesses to grow revenue from their customers using data. We help revenue teams forecast their growth, focus their time and act faster. We monitor all aspects of how your customers engage with your team and product to know when things are going well, and when things aren't going as expected. Hook helps your team to take action by triggering engagement through emails and nudges, and we measure what works. Through predictive machine learning, we take the guesswork out of your day to day and focus your time where it matters most. Visit us at hook.co and follow @hook-technology on Linkedin ## Hook Pros & Cons **What users like:** - Users value the **visibility of customer usage data** , enabling them to identify risks and growth opportunities effectively. (5 reviews) - Users praise the **actionable insights and reporting** from Hook, enhancing their ability to manage customer relationships effectively. (4 reviews) - Users find Hook's **intuitive UI** and easy dashboards essential for managing data effectively and spotting opportunities. (4 reviews) - Users appreciate the **actionable insights and reporting** from Hook, enabling effective risk management and customer engagement. (4 reviews) - Users appreciate the **engagement improvement features** of Hook, providing valuable insights into account metrics and progress. (3 reviews) - Metrics (3 reviews) - Proactivity (3 reviews) - Users appreciate Hook's **intuitive UI** , making it easy to manage goals and access actionable insights effortlessly. (3 reviews) - Analytics (2 reviews) - Automation (2 reviews) **What users dislike:** - Users report **issues with note saving and editing** , which can be frustrating despite the overall effectiveness of Hook. (3 reviews) - Users experience **dashboard issues** with glitches and missing customer data, leading to annoyances but not major disruptions. (2 reviews) - Users experience **data delays** that hinder accurate readings and slow down the overall assessment of customer metrics. (2 reviews) - Users have experienced **data inaccuracy** , causing delays and unreliability in customer readings during initial setup. (2 reviews) - Users experience some **inaccurate forecasting** , requiring time for data reliability and adjustments in engagement scores. (2 reviews) - Slow Loading (2 reviews) - Slow Performance (2 reviews) - Autosave Issues (1 reviews) - Complexity (1 reviews) - Data Inconsistency (1 reviews) ## Hook Reviews ### 1. Flexible Automations and Insightful Chat Power Our Self-Serve Customer Journey **Rating:** 5.0/5.0 stars **Reviewed by:** Charlie D. | Senior Customer Success Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** April 01, 2026 **What do you like best about Hook?** Hook has been instrumental for us as we’ve built out our self-serve, automated customer journey. The Hook chat is incredibly useful for quick insights, especially when preparing for client calls. The automations have made the biggest impact for us - the flexibility around user and account data allows us to be super specific and proactive in how we support our clients at scale. As a result, we’ve just achieved our best quarter and are seeing great numbers in overall user activity. **What do you dislike about Hook?** The level of customizability can feel a bit overwhelming at times, especially when trying to create an accounts view that can be used by all CSMs. That said, it’s more of a time and setup issue than a problem with overall usability. **What problems is Hook solving and how is that benefiting you?** The Hook tool allows us to manage our clients at scale without compromising on content, which would typically happen due to time constraints. It has helped us ensure that all new users receive a consistent onboarding process, while also supporting us in mitigating renewal risks by addressing usage concerns earlier in the contract. Overall, this is massively helping us reduce the risk of churn. ### 2. Massive time-saver for CSM teams **Rating:** 4.5/5.0 stars **Reviewed by:** Collin W. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 31, 2026 **What do you like best about Hook?** Hook allows management of users on a large-scale with its automation feature. It also integrates with other software tools such as Salesloft seamlessly, which makes outreach to our clients a lot easier. Working with the team at Hook feels like a true partnership as they provide a great level of service and support. For Hook to be useful, we needed multiple touchpoints to be included to track how our customers are using our platform and to quickly identify risky accounts or opportunities at scale. The team at Hook accommodated to these customisations to make Hook viable for use. **What do you dislike about Hook?** As with most software tools, it's not perfect, and we needed to run frequent checks to ensure that data is pulled correctly and that there are accounts that are not missed. It also does take a bit of time for changes made elsewhere e.g. new Salesloft cadences before it is reflected and usable in Hook. **What problems is Hook solving and how is that benefiting you?** The key areas of focus for us are: - identifying risky accounts early and reducing renewal churn rate - keeping users engaged regularly and make sure they feel supported - doing this manually will take up a lot of time, and we would have to prioritise accounts - identifying opportunities for growth Hook saves us a lot of time and allows us to spend time on other areas. ### 3. Great CS Tool for Easy Proactive Churn Tracking and Team Alignment **Rating:** 4.5/5.0 stars **Reviewed by:** Shad C. | Senior Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 31, 2026 **What do you like best about Hook?** Ease of use and ways to be able to proactively track churn/risks, goals, objectives and assign different indicators to different parts of the team. Whether that be sales, CS, product or other departments. **What do you dislike about Hook?** Honestly, have yet to find a full downfall or item that is not working to its capabilities. The only thing that would be much better with Hook is allowing for multiple signals per account. **What problems is Hook solving and how is that benefiting you?** Prior to Hook we had to go to different places to interact with the book of business. Now we have one central location that gathers data from other platforms and integrations and allows us to see everything on one product/platform. It is allowing for proactive approach and catching risk much earlier then before. ### 4. Integrates CRM Tools Seamlessly with Powerful AI **Rating:** 4.5/5.0 stars **Reviewed by:** Tim R. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 01, 2026 **What do you like best about Hook?** I like how Hook makes it really easy to plug in all our calls, emails, and key information into its internal systems, allowing everything to be synchronized in one place. I really like its AI function, which helps in taking the memory work out of remembering conversations and key points, making them easily accessible. It's a really good place to store lots of details, and The Brief is really interesting as it collects a lot of intriguing things together, offering inspiration & external insights about how we should view our accounts. The automations in Hook are helpful in highlighting metrics at key times, showing where to focus and prioritize. **What do you dislike about Hook?** I think there's a lot of adjustments needed for our company, and it can be a struggle sometimes because there's so much information coming into it that it needs tweaking quite a lot. But that's not an issue with Hook. It's just how certain advanced CRM systems work these days. **What problems is Hook solving and how is that benefiting you?** I use Hook as a central CRM portal for customer dealings as a Customer Success Manager, capturing any calls, and emails. It synchronises information, takes memory work out with its AI feature, and combines different elements, making it really useful for my team. It saves us time having to hand over accounts when we're out or switching team members. Quick access to actionable insight is really important to us and if we've had a conversation last week on a shifting need of our client, we can recall it the week after and make sure to work it into any strategic focus moving forward. ### 5. Excellent Compatibility and Impressive AI Results **Rating:** 5.0/5.0 stars **Reviewed by:** Chad G. | Customer Experience Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 31, 2026 **What do you like best about Hook?** The AI’s compatibility with our systems, and the results it presents. **What do you dislike about Hook?** So far, I haven’t had any complaints, and we’ve continued to push the limits. **What problems is Hook solving and how is that benefiting you?** It helps me be proactive about potential churn and identify possible upsell opportunities. ### 6. Hook is really intuitive, helpful and beneficial for the CSM teams **Rating:** 4.5/5.0 stars **Reviewed by:** Sean V. | Customer Success Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 23, 2025 **What do you like best about Hook?** I like the analytics tracking and the Goal setting, having these and being able to see them in one place is really helpful. I also really like the engagement scores as this gives a good overview on what is happening with your accounts and where to focus **What do you dislike about Hook?** I haven't really experienced any downsides, there are a couple of things that are quite slow to load but this isn't a major issue. I also think some of the suggestions for the engagement scores may not be as accurate as we would like; however, I think this will come with time, when the software learns more about our clients and the way we/they work. **What problems is Hook solving and how is that benefiting you?** Where we have a huge amount of customers, it is really helping us focus on the clients that need attention and need extra support to stop them churning. It is also helpful to see where customers compare to other customers allowing for more strategic conversations. ### 7. Customer Success tool that actually helps **Rating:** 5.0/5.0 stars **Reviewed by:** Praj K. | Principal Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2025 **What do you like best about Hook?** Simplicity to load and manage goals and objectives, making it really clear as what is going on with customer accounts and with progress automated as tasks are ticked off, the feeling of achieving something is effortless. Backed by live data feeding me key metrics on a weekly basis, I feel I have so much more insight which I can use to really deliver success. Top Tool. **What do you dislike about Hook?** I only have one wish at the moment... Could the goals and objectives be linked somehow to our clients, so effectively they would be used as a Mutual Success Plan. It would be great if both, myself and the customer, could manage those goals together - this would allow better accountability of actions that need to be completed. **What problems is Hook solving and how is that benefiting you?** Overall visibility of what clients are doing with our systems as key metrics are being passed through contantly. My favourite part is the Goal setting, very easy to use, very beneficial to stay focused and on track. ### 8. Great CSM tool **Rating:** 4.5/5.0 stars **Reviewed by:** Ambar E. | Client Success Manager II, Mid-Market (51-1000 emp.) **Reviewed Date:** May 28, 2025 **What do you like best about Hook?** Hook allows me to have a holistic view of my book of business. It helps me identify risk via the health score and also helps me get an understanding of what adoption looks like across my book of business. Ultimately, it helps me make my customers more sticky. **What do you dislike about Hook?** It would be helpful to have more capabilities within the tool that would help the CSM more. For example; calendar functionality and email templates. I'd love to be able to get a comprehensive view of my book of business with tools that help me interact with my book of business (calendar functionality, email templates, etc.) all in one place. **What problems is Hook solving and how is that benefiting you?** Hook centralizes customer data, solving the problem of scattered information and providing a 360-degree view of each account. This allows me to be more proactive in managing customer relationships, identifying risks and opportunities to boost retention and growth. ### 9. Great tool for keeping track of customer adoption **Rating:** 4.5/5.0 stars **Reviewed by:** Henry W. | Legal Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** May 28, 2025 **What do you like best about Hook?** Love the granularity of customer usage data that is surfaced in easy to set up dashboards. Essential for spotting risk and identifying growth opportunities. There's lots of great features around logging and tracking risks which are fantastic when managing a large high-touch book of business. **What do you dislike about Hook?** I'd love to be able to make and edit notes directly from dashboards like you can with risks. The note feature is something that I use quite heavily to write up calls and touch points I've had with customers - it would be awesome if AI could be used here to lighten the load a bit. Also, support for rich text in notes would be fab :) **What problems is Hook solving and how is that benefiting you?** Hook helps me keep an eye on how the customers I work with are using our product. It's the easiest way to stay on top of this. ### 10. Hook Review: Maximizing Sales Engagement Through Account Health Insights **Rating:** 4.5/5.0 stars **Reviewed by:** Daniel G. | Renewal Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** May 28, 2025 **What do you like best about Hook?** The most helpful aspect of Hook is its account health score, which consolidates critical metrics like active vs. unassigned users. Upsides: Data-Driven Insights: Helps renewal team make informed decisions by highlighting what’s working and what’s not. User Engagement Visibility: Provides visibility into user activity, enabling better team and resource management. Custom Dashboards: The ability to create dashboards offers tailored views for different stakeholders. **What do you dislike about Hook?** Some of the metrics may lack context without additional data, making it harder for new users to interpret the health score meaningfully without training or support. Downsides: Learning Curve: New users might find it difficult to understand the significance of certain metrics without onboarding. **What problems is Hook solving and how is that benefiting you?** Hook solves the critical problem of limited visibility into account engagement and health, which is essential for making informed renewal decisions. ### 11. ] **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2025 **What do you like best about Hook?** I've been using Hook for about 2 years now, after moving on from our previous system that just did not have enough data and insights. Here's what I like: - Ease of use: The platform has a lot of features, but I still find the platform easy to use. I work in implementation, and so one thing I sometimes find is that it can be hard to adjust to a new system; I adjusted very quickly to using Hook! - Onboarding: I found the onboarding process to be pretty seamless, our representative at Hook delivered a series of training sessions and tailored them to our use cases. - UI: This sort of ties into the 1st point, but I really like Hook's UI and I find it very intuitive. **What do you dislike about Hook?** Sometimes I encounter bugs (not being able to add notes etc), but I wouldn't consider them to be showstoppers. They're annoyances more than anything else. **What problems is Hook solving and how is that benefiting you?** I can log risks that I identify during the onboarding phase, and can also set targets for accounts much easily. Also, being able to see very granular usage data is super helpful so I know immediately which parts of the platform are being utilised. ### 12. Hook seems to easily locate potential churn and improve customer retention + expansion opps. **Rating:** 4.5/5.0 stars **Reviewed by:** Chris D. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 27, 2025 **What do you like best about Hook?** Engagement timeline is a really neat feature to go in an proactively look at accounts that are less likely to renew and see how you can help. **What do you dislike about Hook?** It has been a little glitchy. My overview dashboard is currently not showing any of my customers. This is currently with support to fix **What problems is Hook solving and how is that benefiting you?** Locate churn risks and expansion opportunities. Overall will be helping quarterly goals and numbers. ### 13. Initial thoughts on Hook **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Facilities Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 27, 2025 **What do you like best about Hook?** The insights and reporting are two huge things that jumped off the page initially. I have never used a system that can automate such great insights before. The insights are meaningful and very actionable as well. I know exactly how to handle next steps with a customer from the takeaways I get from the platform. Our CSM, Reb, is great too. Very knowledgeable and holds great calls to ensure we get up to speed. **What do you dislike about Hook?** It took some time to get the data into Hook and even after it did, the data looked only half accurate. That has since been fixed however. So really, just getting the data to a point where you can rely on it took a bit of time, but we got here. **What problems is Hook solving and how is that benefiting you?** Identifying churn risks I otherwise would have had no idea were there ### 14. Customer insights at your fingertips **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Legal Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 27, 2025 **What do you like best about Hook?** Since implementing Hook I can get a much clearer 360 view of my accounts and their key adoption metrics. This helps our CS team be more data-driven and share tailored recommendations and best practices to drive our customers to success. The custom reports are also brilliant and easy to use and love that there's an integration with Outreach so we can use insights to send tailored comms to the right contracts. **What do you dislike about Hook?** I don't always find Hook's suggested actions that useful when it comes to improving a customer's health / engagement score. I'm sure this will improve over time with data remodelling. Metrics sometimes take a while to load and occasionally I've had issues with notes not saving properly but the support team is very responsive. **What problems is Hook solving and how is that benefiting you?** Easy access to customer data ### 15. Actionable insights at a glance **Rating:** 4.5/5.0 stars **Reviewed by:** Charley M. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 16, 2024 **What do you like best about Hook?** - Quickly identifies at risk accounts based on a number of different factors - Allows me to see who the power users are at my accounts, especially helpful if they are contacts I hadn't met before - Really quick and easy overview of my customers usage metrics **What do you dislike about Hook?** - It would be nice to have the ability to turn metrics into reports that we could share with customers in a concise way **What problems is Hook solving and how is that benefiting you?** Getting traction in accounts - Hook helps me identify the main users in the platform so that I can engage with them to plant roots in my accounts Understanding usage - Quick and easy insights into customer behaviour helps me discover white space and possible churn risk ### 16. A great product and a great team behind it **Rating:** 5.0/5.0 stars **Reviewed by:** Matt T. | Scale CSM Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** September 13, 2024 **What do you like best about Hook?** The platform provides us with really valuable insights into our customers health metrics, making it possible to work really effectively both on a 1:1 basis and at-scale. As a team, they're really great to work with and i've always felt well supporte by them. **What do you dislike about Hook?** Suggested Actions could be more effective by adding additional context and reasoning behind the suggestions. I'd love to see more of the "why" behind the Suggested Actions feature. **What problems is Hook solving and how is that benefiting you?** Hook is helping us pay attention to customer health metrics, and acting as a strong guide when we're deciding on next actions to take within our CSM teams. ### 17. Lots of potential! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2025 **What do you like best about Hook?** The potential for the data utilization and forecasting seems promising. Great UI **What do you dislike about Hook?** Delay in data retrieval can cause some inaccurate readings on customers. Only can apply one risk per customer **What problems is Hook solving and how is that benefiting you?** Historical data and comparison with other customer journeys ### 18. Great experience using an innovative platform **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2024 **What do you like best about Hook?** - Hook provides me with a both a high level view of my customer base as well as being able to drill deeply into individual accounts. The amount of data Hook can absorb to provide both real time data on the customer and start to look at predictive anayltics is fantaistic. - The number of different metrics I'm able to observe support me in idetifying the health of the account and dig deeper into usage, identifying possible issues before they arise. - The interface itself is easy to navigate and understand once you learn your way around. **What do you dislike about Hook?** - Nothing to really dislike. Bw aware that it will take a little time for all the correct data feeds to be absorbed and for the platform to learn everything it needs to, but this is all handled extremely well by the team at Hook who guide you through everything and are always on hand to support. **What problems is Hook solving and how is that benefiting you?** Hook is heloing us to identify the least engaged customers and proactively taking steps to address this. It's also helping to identify which users are interatcing most with our platform and again take positive steps to address the situation with those that are not as engaged to to uncover why. ### 19. Helpful and innovative CSM tool **Rating:** 4.5/5.0 stars **Reviewed by:** Marcin B. | Manager Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** May 24, 2024 **What do you like best about Hook?** Ease of Use, ease of implementation, great Customer Support. **What do you dislike about Hook?** there are some limitation in reporting but the team is working to improve it **What problems is Hook solving and how is that benefiting you?** Hook offers us an AI-driven analysis of our renewal, churn, and upsell forecasts derived from our past data. This tool replaces our intuition and spreadsheets with valuable data driven insights on where to concentrate our efforts for optimal outcomes in terms of renewal success, GRR, and NRR. ### 20. Valuable data insights that help drive customer interaction **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** September 09, 2024 **What do you like best about Hook?** Easy to use and navigate around, the breadth and depth of detail it provides, the fact it can be customised to fit specific requirements. **What do you dislike about Hook?** The 'engagement level' score isn't always an accurate reflection of the customer situation. **What problems is Hook solving and how is that benefiting you?** It provides accurate customer useage metrics that help steer and inform customer interaction and encourage customer engagement. ### 21. Super helpful in driving strategic planning with customers! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 18, 2023 **What do you like best about Hook?** Hook uses our platform's own data to predict renewals, expansion and platform adoption. Most of the predictions (~80%) are pretty accurate. What really impressed us is that Hook is able to take in all our platform feature usages, contract and renewals data and derive what features in the platform would drive higher renewal/expansion results. **What do you dislike about Hook?** Hook is still a newer product compared to other tools in the space so I'm sure it is already on their roadmap - reporting capabilities is the only feature I can think of at the moment **What problems is Hook solving and how is that benefiting you?** Strategic proactive customer engagement, expansion, forecasting ### 22. Innovative and practical Customer health and forecast solution **Rating:** 5.0/5.0 stars **Reviewed by:** Jim T. | CEO, Mid-Market (51-1000 emp.) **Reviewed Date:** May 28, 2024 **What do you like best about Hook?** I loved the Hook software as soon as I saw it in action. It's simple but powerful, easy to access exactly the data you need and shows me board ready forecasts as well as boots on the ground CSM reports and triggers. **What do you dislike about Hook?** The predition modeller is improving all the time as it learns what good looks like for Exclaimer **What problems is Hook solving and how is that benefiting you?** We have 60k customers. Hook not ony shows me top level NRR and GRR predictions but also gives me the tactival information I need on at-risk customers. ### 23. A very Intuitive Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2024 **What do you like best about Hook?** Incrdibly easy to use, the tool is very intuitive. With Hook I can get a very quick overview on customer health metrics and easily identify areas that need attention. **What do you dislike about Hook?** Nothing to really add here, I just look forward to seeing how this tool evolves and how much more we can get from it. **What problems is Hook solving and how is that benefiting you?** A closer look into how customers are using our product Being able to easily identify if customers are struggling with anything. ### 24. Well designed product **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** May 17, 2024 **What do you like best about Hook?** The platform is intuitive to use and has a modern interface, with an easy learning curve. I can quickly see churn risk factors for accounts, trends, and overall engagement for an account. The onboarding team has been especially helpful and is receptive to feedback. **What do you dislike about Hook?** Some refinements needed in the presentation of data and risk metrics which the onboarding team is aware of. Some issues with the platform UX which still feels as if it's in an early state, but again their UX team is all ears on feedback. **What problems is Hook solving and how is that benefiting you?** Mitigating churn risk, better understanding engagement changes over time, learning which leading factors can be used to prevent churn. ### 25. Easy to use platform, great support, helpful information **Rating:** 5.0/5.0 stars **Reviewed by:** Fran J. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 27, 2023 **What do you like best about Hook?** The platform is continuously being developed to make sure we have everything we need to serve our customers as best we can. I enjoy reviewing the adoption statistics and to see how my customers are trending as well as the proactive recommendations of what I can be improving with each customer. The additional insights mean that my work is more informed and data driven. **What do you dislike about Hook?** There's nothing really that I dislike. Overall the platform is great and when we do have product feedback or have hit a snag with something, the team are extremely responsive and we get to a resolution quickly. **What problems is Hook solving and how is that benefiting you?** As CSM's we're often in the day to day as well as balancing a more strategic outlook. Hook helps us zoom out and like a the wider trends for longer periods of time across my book of business. This helps us be more proactive in addressing risk or growth which is key to delivering a strong customer success motion. ### 26. Amazing CSM tool with even better support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2023 **What do you like best about Hook?** Hook solved a big issue that we were having around surfacing and consolidating actionable data that we needed to assess the health of our customers. The thing I like best about Hook though is the amazing support and receptiveness to feedback during the implementation and onboarding. It genuinely feels like the solution has been set up to make our CSMs as successful as possible. **What do you dislike about Hook?** There are some elements of Hook that aren't entirely relevant to the way that we work, but the team have been receptive to that feedback and have agreed to look at this feedback in future releases. **What problems is Hook solving and how is that benefiting you?** We had data for our customers spread out over multiple different sources which made it difficult for our CSMs to pull all of the data together to make informed decisions on the health of our customers. Hook not only pulled all of that data together in one place but used their machine learning to give suggestions on things we could do to help our customers be more successful. ### 27. Essential for the modern day CSM role! **Rating:** 4.5/5.0 stars **Reviewed by:** Chris R. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 26, 2023 **What do you like best about Hook?** As a Customer Success Manager Hook helps me get a centralised, comprehensive overview of the entire breakdown of my book of business. It's my go to resource to understand how engagement looks across my customers and help me identify what I need to do to pro-actively address any risk. The "Engagement Score" and "Alerts" clearly show the journey customers are taking and it's helped me realise areas I wasn't aware I needed to focus on and take immediate action from within Hook. A great tool! **What do you dislike about Hook?** Hook can only work on the metrics it has available to it to give an engagement score so sometimes risky customers might not be fully represented based on wider contextual factors about the account. It would be great to somehow be able to plug in a "CSM opinion" of other competitive factors into the criteria that define engagement score to make it more holistic. It also doesn't yet have user level metrics, but I understand these to be coming soon! **What problems is Hook solving and how is that benefiting you?** Hook helps solve the challenge of being able to really clearly understand levels of adoption and usage of our software within my client base. It helps me be more pro-active in my approach which ultimately means we're able to get more ahead of risk by identifying it early and understanding the fixes we need to implement to change that. ### 28. Hook makes being a CSM easier **Rating:** 4.0/5.0 stars **Reviewed by:** Laura C. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2023 **What do you like best about Hook?** - Clearer view into how our product is being used. We can see how the different features of our platform have been adopted like never before - The user level buckets have really helped elevate my conversation with customers - The overall engagement score gives me a quick snapshot on health of my book - The Hook team!! They really listen to our feedback and develop product feature updates for us overnight **What do you dislike about Hook?** - Sometimes the data can be inaccurate meaning I have to verify figures on our other databases - Engagement level can change drastically over a few days with little clarity as to why - The graphs show casing the trends are not very clear or visually friendly. I would love to be able to share these more with customers but not visually clear enough **What problems is Hook solving and how is that benefiting you?** Hook is helping us get ahead of risk as early as possible and minimise churn. It is also giving us deeper insight into how well adopted the different features are and tangible reasons as to why customer are or aren't engaged beyond our CSM 'gut' instinct. ### 29. A Salesloft Success Story: Our Partnership with Hook **Rating:** 5.0/5.0 stars **Reviewed by:** Emmy Catherine C. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2023 **What do you like best about Hook?** I have been working in partnership with Hook on a customer-based project for over 4 months now. During that time, the Hook team have been exceptional in their level of service and support. Our feedback to the team has always been well received, amendments have been welcomed and swiftly actioned. The level of support they have offered goes above and beyond, they have always kept us updated on developments and have been happy to jump on a call when required, resulting in a seamless process. They are experts in what they do and I have every confidence in their capabilities. Working with the Hook team has been a pleasure as they continue to support us with driving value to our customers. **What do you dislike about Hook?** Nothing to dislike, continue doing great work! **What problems is Hook solving and how is that benefiting you?** Providing invaluable insight into our customers and their engagement with our product. This allows us to make informed decisions about customer strategy, and next best actions. ### 30. Hook - The Ultimate Tool for Optimizing Customer Engagement and Revenue Growth **Rating:** 5.0/5.0 stars **Reviewed by:** Leah Katherine H. | Vice President of Customer Success & Growth, Mid-Market (51-1000 emp.) **Reviewed Date:** May 11, 2023 **What do you like best about Hook?** As a Success + Growth professional, I have tried numerous tools to help me better understand and engage with my customers. But Hook (www.hook.co) stands out as a game-changer for my team and me. Hook effortlessly integrates with our sales execution platform, Outreach, fostering seamless collaboration across functions by enabling us to operate from a unified set of sequences. The platform's ability to seamlessly track customer interactions, subscriptions, licenses, and meetings, combined with its powerful persona creation and CRM integration, makes it an invaluable asset for growth-driven teams. **What do you dislike about Hook?** Robust data governance plays a pivotal role in the success of any action-driven system like Hook. When your data governance is well-established and reliable, it significantly enhances the value of your insights and actions. Conversely, weak data governance can undermine the potential of your system, leading to suboptimal outcomes and diminished returns. **What problems is Hook solving and how is that benefiting you?** Previously, we grappled with data scattered across multiple systems (Pendo, Outreach, Salesforce, Catalyst, Clari), which made it challenging to obtain cohesive insights and actions. Hook offers us an all-in-one, seamless platform that empowers our team to take data-driven actions based on proven insights for enhancing revenue outcomes. As a result, we can now confidently implement effective strategies that yield positive revenue results, ultimately leading to improved retention and expansion across our entire customer base. ### 31. Product adoption and usage insights to help CS teams streamline their day **Rating:** 5.0/5.0 stars **Reviewed by:** Emmett J. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 10, 2023 **What do you like best about Hook?** Hook's aggregated news feed and alerts allow CSMs to see critical changes to customer accounts, high-value actions they're taking in the product, and triggers for early churn risk. The Hook team is a great partner in synthesizing and organizing tons of customer and product usage data into clean, easy-to-use dashboards and views that save reps time and effort managing their book of business! **What do you dislike about Hook?** I think Hook will only improve as it gives customers more ability to customize and evolve things like customer health scores and specific alerts in the product so that admins can give their teams the most accurate readout of overall book health. **What problems is Hook solving and how is that benefiting you?** Creating a single pane of glass for a book of business, seeing how customers are taking action in our product, and the insights necessary to predict and execute renewals with customers. ### 32. Great UI, easy to use in order to increase customer adoption **Rating:** 5.0/5.0 stars **Reviewed by:** Cassie B. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2023 **What do you like best about Hook?** Hook is really easy to learn and start using. As a CSM, it's a great place to review my entire list of accounts and understand what accounts are doing well and which accounts need my attention. More than that - it recommends what action I should take given their health score. **What do you dislike about Hook?** Like any new tool, incorporating it into my day to day so it sticks. Any change to daily workflow takes time and I've found discussing use cases with my peers has helped to uncover parts of the platform I had initially missed **What problems is Hook solving and how is that benefiting you?** Highlighting churn risk due to low adoption or low outcomes and then using the Salesloft integration to drop those people into cadences to try and positively impact their adoption. ### 33. Customer Success Manager **Rating:** 3.5/5.0 stars **Reviewed by:** Ali B. | Enterprise (> 1000 emp.) **Reviewed Date:** June 02, 2023 **What do you like best about Hook?** The insights provided and the overall UI makes Hook a one-stop shop for me to get all of my data which has resulted in a huge time saving for me. It clearly indicated which customers I should be spending more time with and what specifically I need to focus on to increase engagement. Lastly, the support we've received from the team has been amazing! **What do you dislike about Hook?** Sometimes the data pulls incorrect information which can throw off customer scores and engagement rates. I know this is something that the team has been working on improving. **What problems is Hook solving and how is that benefiting you?** Prior to Hook, I was having to check 3 or 4 places for all sorts of different types of data which can be a huge waste of time. Once I had that data, I had to make my own assumption of overall customer health and what I thought would drive their health score up. Hook makes this process MUCH easier for me. ### 34. A game-changer for scaled CS **Rating:** 5.0/5.0 stars **Reviewed by:** Suzanne G. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2023 **What do you like best about Hook?** Hook has been an amazing partner! They take product feedback seriously and always seek to understand what we're needing to accomplish. **What do you dislike about Hook?** Visualizing health score trends over time can be tricky when you're looking at a large book of business holistically - I know the Hook team is working on improvements here. **What problems is Hook solving and how is that benefiting you?** Hook has allowed us to really start understanding our customers' health at scale, empowering us to make strategic decisions on where we spend our time and resources. We've been able to develop and launch a more proactive motion to try and enhance our customers' experience, influence adoption, and get ahead of retention risks in a way that we simply could not do before Hook. ### 35. The missing piece in our customer data puzzle with an exceptional team to support us! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 07, 2023 **What do you like best about Hook?** Hook is now an indispensible part of our customer data stack! As a fast growing business that is delivering a lot of change, Hook allows us to take a holistic view at both risk and opportunity within our customers. It empowers our Go-To-Market team to make better decisions to support our customers successfully. The Hook team have been exceptional partners; thorough, reactive and knowledgeable. **What do you dislike about Hook?** Noting to dislike, the product and Hook team have continued to exceed expectations. **What problems is Hook solving and how is that benefiting you?** Hook helps us to identify where we have risk, where we can better support our customers with targetted help, and where we can continue to develop our relationships. ### 36. Great for Visibility! **Rating:** 5.0/5.0 stars **Reviewed by:** Kayla F. | Account Manager IV, Enterprise (> 1000 emp.) **Reviewed Date:** May 30, 2023 **What do you like best about Hook?** Hook is amazing for visibility - to see account usage/engagement at a high level, but also the ability to drill down into specifics. Great way to get ahead of potential churn and help customer's who may need it prior to them potentially cancelling at renewal, with zero notice prior to. Love that I can also see licence whitespace. **What do you dislike about Hook?** No dislikes! Hook is working very well for me and the team. **What problems is Hook solving and how is that benefiting you?** Overall customer usage and account penetration. Displaying whitespace, which gives me a way to open conversations and highlight what they're doing really well, in addition to having expansion conversations. ### 37. Hook ENT CSM User **Rating:** 4.0/5.0 stars **Reviewed by:** Simon H. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 18, 2023 **What do you like best about Hook?** Nice and clean UI, simple search and filter and easy-to-use functionality. Great sync with Salesoft - easy to add user groups to cadences and take the recommended steps for engagement improvement. **What do you dislike about Hook?** Preferred the web app to the standalone app. Occasionally the data can be too broad - perhaps tool tips showing definitions or interpretations of 'engagement' could be an upgrade. **What problems is Hook solving and how is that benefiting you?** Give a simple view of account health and engagement, avoid churn, and discover white space in accounts. Simple to understand and use engagement increase scores to drive a lower churn rate and spot actionable ideas to increase engagement. ### 38. Quick to implement, easy to use, loved by the team! **Rating:** 5.0/5.0 stars **Reviewed by:** Natasha E. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2023 **What do you like best about Hook?** Hook is extremely easy to implement, we had it up and running in 4 weeks. The team were incredibly supportive throughout and our Customer Success team loves using the platform. Not only can we see and action health, but we also get access to a tonne of other cool features that are impacting our business. **What do you dislike about Hook?** Would love better reporting on the impact of the work we're doing through Hook. **What problems is Hook solving and how is that benefiting you?** Hook has built us a health score and enables us to view and impact it all within their platform. ### 39. Customer Success Associate **Rating:** 5.0/5.0 stars **Reviewed by:** Anna L. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 11, 2023 **What do you like best about Hook?** Very intuitive and easy to use - gives me a good indication of my customer health and areas that I need to focus my effort on **What do you dislike about Hook?** Some of my strategies or actions taken with a customer are sometimes based on a gut feel, i.e. parts of the relationship that can't be picked up by data. It would be helpful to somehow incorporate this into the healthcare without compromising the accuracing **What problems is Hook solving and how is that benefiting you?** Quick overview and snapshot of customer health as well as forecasting renewal likelihood ### 40. Great insights into my accounts! **Rating:** 4.0/5.0 stars **Reviewed by:** Alex K. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2023 **What do you like best about Hook?** Easy format to understand my accounts' adoption. Great & simple UI that tells me how I can increase usage within my accounts. **What do you dislike about Hook?** I would love it if I could save a filter that applied to all my accounts. I do have to create the filter over and over which is time-consuming. **What problems is Hook solving and how is that benefiting you?** Hook helps me identify gaps in adoption across my accounts. It gives me insight that I wouldn't have without a lot of backend analysis. ### 41. Great tool and a fantastic team to work with! **Rating:** 5.0/5.0 stars **Reviewed by:** Leah F. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 18, 2023 **What do you like best about Hook?** Hook is really easy to use and gives me valuable insights into my book of business. The team are always super helpful and happy to answer questions. **What do you dislike about Hook?** Nothing at all. Any problems we had have been dealt with really quickly and efficiently. **What problems is Hook solving and how is that benefiting you?** Helping identify common themes/issues across accounts, gaps in comminication accross BOB and helpful suggestions on how to fix and prioritise issues ### 42. Best Customer Success and Growth Intelligence Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Amin M. | Internet, Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2023 **What do you like best about Hook?** Hook has automated a lot of processes for me and the team. In addition, it gave us visibility into new insights, improving how we identify risk and growth potential. **What do you dislike about Hook?** Great tool so far. The team is very responsive and supportive throughout the process. **What problems is Hook solving and how is that benefiting you?** Risk and Growth potential identification. Helping the company grow revenue and increase retention and the team hit and exceed quota. ### 43. Absolute game-changer **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 11, 2023 **What do you like best about Hook?** It gives me absolutely all relevant info to do my job in one place. As an account manager, I know exactly who I should be spending time on, why, and what suggested actions I should be doing. It really has changed the game for me. **What do you dislike about Hook?** Still a new product so sometimes things break, but they're always fixed very quickly. **What problems is Hook solving and how is that benefiting you?** I know which companies to target, why I should target them and what I should do when I'm targetting them. It takes 75% of the admin work away, and I just get to focus on doing my job ### 44. Tracks every aspect of customer engagement **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2023 **What do you like best about Hook?** I have been using Hook for several months now, and I must say that it has genuinely transformed and changed the way I approach my accounts, especially those that are at risk. Hook has become an invaluable tool in our tech stack to help drive the adoption of our platform. A few things I appreciate the most about Hook is its user-friendly interface, customizable dashboards and responsive support team. **What do you dislike about Hook?** There's nothing I necessarily dislike, but I hope for more reporting functionality and integrations with other platforms. **What problems is Hook solving and how is that benefiting you?** Identifying risk ### 45. Great way to get detail on the engagements of all of my accounts. **Rating:** 4.5/5.0 stars **Reviewed by:** Adam J. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2023 **What do you like best about Hook?** Being able to track the change in engagement levels of my accounts. **What do you dislike about Hook?** I'd like the analytics to reflect on a month-by-month basis instead of looking at total activities of the different fields. **What problems is Hook solving and how is that benefiting you?** Giving me visibility into a large number of accounts in one view ### 46. Great overview of Customer Health **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 26, 2023 **What do you like best about Hook?** As a CSM, I like using Hook to visually see the health of my book and where I should focus my attention. I also enjoy working from the Suggested Actions it gives and being able to add customers and users into a Salesloft cadence is gamechanging! **What do you dislike about Hook?** I don't really use the News section in Hook as I don't find it particularly helpful. Some of the Key Metrics graphs are difficult to interpret the information being shown. **What problems is Hook solving and how is that benefiting you?** Hook helps understand a customer's health and what areas we should be focusing on to improve their health. It benefits me by having all my customer's data and health in one place so I don't have to run separate reports for each. ### 47. Great Insights with Hook **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2023 **What do you like best about Hook?** It is the most intuitive and helpful tool to know where to spend your time and where there is growth potential. All the questions you used to have about how well your customers are adopting your software, Hook will solve and beyond. It is becoming an essential tool very quickly in my day to day. **What do you dislike about Hook?** Newer software, so there are some areas for improvement, but I wouldn't even say that this is that big of a problem even this early on. Sometimes it's hard to know where the data populates from/some of the logic behind it, but nothing big **What problems is Hook solving and how is that benefiting you?** Getting insights into what customers are good to target for upsell potential. Best identify areas for improvement for my customers. ### 48. amazing tool for CSMs **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2023 **What do you like best about Hook?** Hook is a great tool to get insights about my accounts. I appreciate the Suggested Actions as they provide guidance and tips to increase account engagement. Overall, Hook helps me provide great strategic guidance to my customers. **What do you dislike about Hook?** Sometimes there are inconsistencies in data. **What problems is Hook solving and how is that benefiting you?** Hook helps provide strategic guidance and a high-level overview of each account. It is so helpful to have insights and suggested actions in one place. ### 49. Easy to use interface **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 30, 2023 **What do you like best about Hook?** I love how easy the interface is to use. **What do you dislike about Hook?** Would love a feature that updates you when people within your account changes roles. i.e sends you a notification, would lead to a great oppurtunity for an opening email **What problems is Hook solving and how is that benefiting you?** Having one tool outside of my company where I can see an overall list for all of my accounts. ### 50. Hook for Customer Success **Rating:** 5.0/5.0 stars **Reviewed by:** Ambar E. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 18, 2023 **What do you like best about Hook?** Hook allows me to manage and view my book of business holistically. Allowing me to prioritize and focus on the accounts that need most attention. **What do you dislike about Hook?** We are still working with the Hook team to ensure all data is accurate and consistent. **What problems is Hook solving and how is that benefiting you?** Hook gives me visibilty over my entire book of business which allows me to prioritize without neglecting any accounts. - [View Hook pricing details and edition comparison](https://www.g2.com/products/hook-technology/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-22+15%3A47%3A16+-0500&secure%5Bsession_id%5D=1bd0f1fd-83aa-49e2-bbd6-e6eaae3a6c90&secure%5Btoken%5D=94bf13c49ddac923fbe8964da3f856676071816592e301916d974a35ea0291fb&format=llm_user) ## Hook Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Gong](https://www.g2.com/products/gong/reviews) - [Outreach](https://www.g2.com/products/outreach/reviews) - [Salesforce Agentforce](https://www.g2.com/products/salesforce-agentforce/reviews) - [Salesloft](https://www.g2.com/products/salesloft/reviews) - [Simpro](https://www.g2.com/products/simpro/reviews) - [Slack](https://www.g2.com/products/slack/reviews) ## Hook Features **Customer Information** - Customer Health Scores - Customer Monitoring - Customer Profiles - Playbooks - Customer Segments - Product Engagement - Surveys **Product Analytics** - Account-Level Analytics - User-Level Analytics - Segmentation - Funnels - Alerts - Multi-Product Analytics - User Scoring - Integrations **Sales Team** - Flexible Sales Process - Training Mode - Playbooks **Platform** - Health Score - Customer Profiles - Notifications **Predictions** - Churn Risk - Upsell Opportunities - Custom Triggers - Machine Learning **Intelligence** - Opportunity Identification - Zero-touch Renewals - Smart Content **Predictions** - Service Quality Assurance - Analytics - Revenue Impact - Artificial Intelligence - Sentiment - Retention **Agentic AI - Product Analytics** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance **Platform** - Reporting & Dashboards - API & Integrations - Data Import & Export Tools - Workflow Capability - Notifications - Customization - Scalability - Data Security - Performance & Reliability - User, Role, and Access Management **Mapping** - Multiple Org Charts - Stakeholder Roles **Generative AI** - AI Text Generation - AI Text Summarization **Behavioral Analytics - Product Analytics** - Multi-Product Analytics - User level Analytics - Account level Analytics - Segmentation - Funnels **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Customer Revenue Optimization** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Platform Infrastructure - Product Analytics** - Cross System integrations - Alerts - Integrations **Agentic AI - Customer Success** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Natural Language Interaction - Proactive Assistance **AI driven optimization - Product Analytics** - User scoring - Adaptive learning - Automated insights - Autonomous task execution ## Top Hook Alternatives - [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) - 4.5/5.0 (1,655 reviews) - [Planhat](https://www.g2.com/products/planhat/reviews) - 4.5/5.0 (914 reviews) - [ChurnZero](https://www.g2.com/products/churnzero/reviews) - 4.7/5.0 (1,575 reviews)