Planhat Reviews & Product Details - Page 2

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.

Flexibility, ease of use, customizations Review collected by and hosted on G2.com.

Moderate reporting and analytics features Review collected by and hosted on G2.com.

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-Customer support and live chat feature renders greater flexibility and convenience

-Central tool for data management and analysis

-Possibility of integration with other tools e.g clockify.

-Can be used by all team members and is helpful for day to day tasks Review collected by and hosted on G2.com.

- Limited widgets and tools for expanding on visualization

- A somewhat difficult data model to reference different choice of metrices it in different widgets, limiting the ability to customize and visualize.

- Some limiations in terms how sales metrics or numbers for each stage in the opportunities could be totalled and shown on top for each stage and commulative volume or sales etc. This is very helpful feature to have a quick glance at high level for management meetings and discussions

- It would also be great if there could be more AI generated insights or suggested metrics based on the data which is being populated.I think could be really beneficial and quick for business owners in brainstorming. Review collected by and hosted on G2.com.

The team behind the software. Every member of the the implementation team (in particular, Eric, Moa, Lauren, Andre and Bethany were superb. No question was too stupid to ask and for a complex setup like ours, they all were constantly looking to provide us the best solution that fit our technical and business needs. Review collected by and hosted on G2.com.

Some core functionality missing or not working as expected, in particular mandatory fields.

Whilst Planhat has an option to make fields mandatory, it doesn't explicitly make it so. It's possible to still edit and miss "mandatory" fields which causes then implications on data quality, along with issues in our Salesforce integration where a bi-directional sync would fail due to the missing data Review collected by and hosted on G2.com.

Planhat helps us act on data (customer data centralized in one place) and scale our ways of working, especially within post-sales processes. By doing this we can offer better service towards our customers throughout the whole life cycle and make sure we act on the right customer at the right time.

It is very user friendly and easy to get the hang of! We also get stellar help from the Planhat CSM team but there is also a lot of good self-learn material available. Review collected by and hosted on G2.com.

There are some functionalities that can be develop further such as being able to chat with the customer within their customer portal.

Also, there are some limitations in the Salesforce integration that requires you to adapt and built formula fields in Salesforce to get the data you want into Planhat. Review collected by and hosted on G2.com.

Planhat has genuinely enabled my entire team to level up their overall performance. Not just is tool that has helped us visualize our customer profiles, but we have been able to create actionable insights based on all the data that we are ingesting and our CSMs are now able to have a proactive mindset instead of just putting out fires.

Planhat's support is also top-tier. The TAM, CSM, support staff have all been amazing and knowledgeable. I get so much more than just "support" from Planhat - they have been a strategic partner who challenges me and helps me get better. Review collected by and hosted on G2.com.

Dashboards are so valuable, but it would be great if Data Tables could be included in the Scheduled email feature - even if you add a limit to # of items. This would help me immensly with my CEO and getting him timely reporting. Review collected by and hosted on G2.com.