Hook Reviews & Product Details

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

The AI’s compatibility with our systems, and the results it presents. Review collected by and hosted on G2.com.

So far, I haven’t had any complaints, and we’ve continued to push the limits. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 :) Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.