Planhat Reviews & Product Details

En réalité, je conseille souvent Planhat à mes pairs dans Customer Success Ops. Je trouve que par rapport aux autres outils similaires, Planhat allie bien une expérience utilisateur fluide avec un reporting puissant et des capacités d'intégration et de personnalisation robustes. Review collected by and hosted on G2.com.

Le point le plus faible de la solution est le portail ou le module customer-facing. Review collected by and hosted on G2.com.

Planhat has been a great new partner in our CS journey. The support and genuine care for our success stand out the most. Our CSM is always there to help us achieve our goals, and our TAM consistently finds solutions—even as we navigate a fairly complex setup across teams and features.

One of my favorite things is the in-product chat, which connects me directly to support. As a new admin, I use it a lot, and it makes troubleshooting so much easier. The AI bot is also super helpful for answering quick product questions. While the documentation doesn’t always cover everything I need, the chat function more than makes up for it.

I also really like the Portal feature—excited to see it fully rolled out on our side! Another standout is Planhat’s automation capabilities. The flexibility is incredible—you’d have to try really hard to find something that can’t be automated or achieved with a formula field. It’s a huge time-saver and makes complex setups much more scalable.

I’m really looking forward to Planhat 2.0 and advancing our setups! Review collected by and hosted on G2.com.

We’re still new to the platform, so it’s a bit early to provide fully constructive feedback. That said, our CSMs have faced some challenges getting used to Planhat—it takes time to learn how to navigate and make full use of its features. This is something we’re still working on. Review collected by and hosted on G2.com.

- 360° view of our clients – A huge time saver, giving us instant access to key data

- Agility, autonomy, and guidance – Planhat covers 99% of our needs. The admin interface is simple enough that we never need a developer’s help. For more complex use cases, we either find a workaround or get instant guidance from their team

- Ability to manage all our client tiers with this CSP (from tech to high touch)

- Powerful automation and alerting – Keeping us proactive and efficient

- It really helps us forecast risks, set action plans, and track opportunities with precision.

- Smooth user experience – The platform is intuitive and easy to navigate, making adoption effortless for both admins and occasional users. Indeed Leadership, Customer Support, Product, and other teams can easily access client insights without being daily users

- Responsive and supportive customer service – Whenever we need assistance, the support team is quick to respond and provides clear, actionable guidance. Review collected by and hosted on G2.com.

- The Contacts (end users of your customers) management is quite difficult when you have Parent and Child accounts, very simple if you only have parent accounts

- Portal looks pretty outdated

- The success plans unit is not suited for tech touch customers Review collected by and hosted on G2.com.

- Ease of use

- Help to process the customers onboardings & adoptions in a quiet simple & accessible way

- Planhat customer sucess & technical account managers availability

- Very powerul once the data is injected in the tool

- Sales CRM sync (HubSpot)

- European tool Review collected by and hosted on G2.com.

- Customer supports 1st answer on the chat, for complex question are often partially wrong. They could ask more questions if the request isn't clear enough for them before to answer.

- Some UI as admin are not convenient (manage all your automations, or all data fields), but I guess it will be improved on the new Planhat version coming soon! Review collected by and hosted on G2.com.

Planhat stands out for its intuitive and user-friendly interface, which makes it easy to visualize and manage customer success workflows. I really appreciate the customizable dashboards that allow my team to track KPIs and customer health scores in real-time. The platform's robust integration capabilities with tools like HubSpot and Salesforce streamline our processes and eliminate manual data entry. Overall, it has significantly improved our ability to retain customers and identify upselling opportunities. Review collected by and hosted on G2.com.

While Planhat offers a great range of features, I believe its reporting capabilities could be more flexible. For example, creating custom reports can sometimes feel restrictive, and adding more advanced filtering options would make the platform even more powerful. Additionally, some integrations require extra setup time, which can slow down the onboarding process for new users. Modifyng the Overview page would be great. Review collected by and hosted on G2.com.

Planhat has been a game-changer for our product support operations. The exceptional product support makes it easy to implement workflows for customer onboarding directly within the platform. The Customer Portals are invaluable for tracking onboarding objectives with customers, keeping everyone aligned. Its robust automation capabilities allow us to create a wide range of alerts based on real-time data, ensuring we never miss critical updates.

For customer success, Planhat excels in tracking renewals, licensing information, and providing timely alerts to stay ahead of potential risks. The reporting features are comprehensive, giving us deep insights into both customer health and team performance. It's an all-in-one solution that simplifies complex processes and enhances overall efficiency. Review collected by and hosted on G2.com.

While Planhat is a fantastic platform, there are a few areas for improvement. There's no native time tracking feature, which would be a helpful addition. The automation builder, while powerful, can sometimes be challenging to use as it requires familiarity with field naming conventions. Additionally, the inability to add a vanity link to customer portals limits some customization options. That said, I appreciate that the team is actively tracking these issues and appears committed to addressing them in the future. Review collected by and hosted on G2.com.

Planhat is an outstanding product backed by one of the best teams in the industry. It's designed with the philosophy that managing a Customer Success Platform should be intuitive and not solely reliant on an admin to run. Planhat’s vision aligns perfectly with the market’s direction, focusing on building systems that empower entire organizations, not just individual teams. Customer success should be a company-wide mission, and Planhat embodies this vision.

The team is exceptional—not just knowledgeable in CS but practical and straightforward, avoiding buzzword-heavy theories. They’re tactical, technically skilled, and overall a pleasure to work with. Review collected by and hosted on G2.com.

Dislike is a strong word—there’s nothing I truly dislike. As with any product, there are areas for improvement, but what I value about Planhat is their commitment to problem-solving. If there’s a blocker to achieving an outcome, they’re fully invested in finding a solution and advocating for enhancements, all while staying true to their mission Review collected by and hosted on G2.com.

Planhat's usability, ease of customization, and seamless integration into our daily workflows has revolutionized our ability to scale and mature as a Customer Experience team. The added implementation support and exceptional customer experience make a partnership with Planhat an easy decision. Review collected by and hosted on G2.com.

There are some features, such as the Customer Portal, that have not yet reached their full functionality potential. I am eager for enhancements such as this one to be released as we have plans for how we want to utilize this feature that have been put on hold until the new release is live. Review collected by and hosted on G2.com.

The customer support/sucess/account managment/technical account managment is the best, almost as good as Everflow's ;) The team is always checking in, helping my CS team with new features and best of all, sharing their experienece as a CS person on best practices and industry insight.

The ability for each CS person to customize their reports and dashboard while also opening up the data to sales, marketing and the executive suite has been such a time saver. Review collected by and hosted on G2.com.

As a deep user of Planhat I find the calculated metrics confusing. BUT if I can't figure it out, their support team is always their to help me. Review collected by and hosted on G2.com.

What stands out the most is that it has been relatively easy to get our company up and running on Planhat. Our implimentation been supported along the way by a very capable team of CSMs and TPMs. They respond quickly to emails and make themselves available for calls whenver needed.

Integrating with Salesforce, and Slack was a breeze, and Jira took a little more troubleshooting but is working great now. Since we aren't charged per-user, we expect lots of cross team collaboration and ultimately Planhat should become a critical bridge between otherwise siloed systems. Review collected by and hosted on G2.com.

Some integrations that were native to Gainsight are unsupported in Planhat will require a lot more work to get integrated. There are some helpful pre-built dashboards the require only a little configuration to get working, but pretty much everything else has to be developed manually. More pre-built templates for filters, dashboards, and even workflows would be super helpful. Also, a few times during our onboarding we've learned that certain features that we purchased hadn't been enabled yet, and I'm not sure why we had to ask to get those turned on. Review collected by and hosted on G2.com.