Skalin Reviews

Pros

AI does a really good job of generating relevant health scores and they keep improving over time. The built-in predictive features also help a lot with prioritization so it's much clearer what needs to be handled first and what actions to take.

Cons

I don't have any real complaints :) Since I use it every day, I naturally come across small ideas for improvement but the team listens and usually rolls them out pretty quickly which makes my day-to-day work much easier.

Pros

Its simplicity is a real strong point and getting started with it feels very natural. It avoids the overly complicated, bloated approach that tools in this category often have.

Cons

Nothing major to complain about. Of course, a few areas could always be improved over time but overall it's excellent.

Pros

Keeping track of clients is really effective, with alerts when customers are barely using our platform, excellent visibility into their contract renewal dates and a clear view of the actions to take.

Cons

Setting up playbooks is not that easy but the it team can support you through it.

Pros

The playbooks are really useful and the health scores across our entire customer base give us a clear view of overall account status. On top of that the 360-degree visibility across the portfolio makes it much easier to manage everything in one place.

Cons

A recap dashboard showing KPIs by portfolio would be a very welcome improvement.

Pros

Having a real view of customer health and how it changes over time has been incredibly valuable. With it, we're able to move toward a predictive model and collaboration across teams like onboarding, product and customer success is much more aligned.

Cons

At launch a few integrations were still missing but it took our feedback seriously and added them. Now the platform is working at its full potential.

Pros

Assigning a customer to a CSM works really well. The MRR view is clear and contract renewals are very visible which makes follow-up much easier.

Cons

There aren't any missing features for the way I use the product.

Pros

Having all the essential information gathered in one place really helps us handle our Customer Success work properly, all within a platform that's easy to roll out and practical to use every day.

Cons

Nothing to complain about, aside from the fact that we still haven't taken advantage of everything the solution offers yet. That will come with time.

Pros

It lets us bring together a large amount of client information in one place and access it very quickly.

Cons

The note-taking side could probably be improved especially with a way to highlight important client notes so they stand out better.

Pros

Getting this solution up and running is a real advantage because the deployment process is very easy. The HUBSPOT connectors and the other integrations are thoughtfully designed and work very efficiently.

Cons

It's extremely complete in terms of features but that also means it's constantly evolving, with at least one release every month. The finer details of certain features and the clarity of data update tracking through the connectors could still be improved.

Pros

Having a complete Customer Success solution like this has saved us a valuable amount of time in our day-to-day processes. With customer data centralized and client monitoring tools built into the platform, our CSM team is able to work much more efficiently. The platform is also very user-friendly which made adoption across the team much simpler. Another big advantage was the customized, high-quality support provided by the it team during deployment. Thanks to that guidance, rolling out the solution was quick and easy.

Cons

We did not run into any major issues overall although we had a few challenges at the beginning when integrating our support tool, Intercom. That said the it team reacted quickly and found a solution to resolve the problem.

Pros

Across our CS team which covers several different roles, this tool is useful across the board. Everyone relies on it in their day-to-day work the CSEs use the playbooks to track onboarding the CSMs follow health scores through the dashboards and I use the global customer view. It's honestly been really excellent.

Cons

Only small downside is that the HubSpot connection doesn't work through the native integration.

Pros

Right away the biggest advantage is how many integrations it offers with software already in place across the company. It also gives useful visibility into customer activity on the platform the health score can be customized to match our needs and playbooks can be scheduled to launch automatically as soon as the required conditions are met.

Cons

Search feature and filter saving could be better although they still get the job done.

Pros

The software is really easy to use and integrating it with other software is a big plus in our daily work.

Cons

Certaines fonctionnalites restent encore limitees sur quelques points, mais la feuille de route de developpement est rassurante et semble aller dans le sens de nos attentes.

Pros

Interface is pleasant to look at and the information updates very quickly which is really helpful in our daily work.

Cons

Technical integrations, such as with Stripe, can sometimes fail. The process could be simpler and some parts are still unclear.

Pros

Getting the product up and running was easy for our team especially since it connected quickly with tools we already use, including Salesforce, Gmail, Zendesk and BackOffice. The customizable Healthscore gives us a quick view of account health, while the interaction history helps me understand each account more fully for better customer follow-up. Playbooks are also useful for automating basic CSM tasks like usage reminders and follow-ups when there has been little interaction, giving the team more time for other responsibilities. Our team adopted the tool quickly because it is simple to learn and use.

Cons

At the moment, I do not see any negative aspect of the tool.

Pros

From signing the contract to loading our data and having our CSMs actively using the platform took only a few weeks. The health score is especially useful because it helps us decide where to focus and quickly identify accounts that may need attention. The interaction history covers what we need from a CRM/CSP, while the email intent analysis is a great extra because I can see whether an email has a positive or negative tone before opening it.

Cons

Usage tracking for our product is built into it which is useful but the monitoring of activity for a specific user could still be better. It would help to have more precise visibility into exactly what that user is doing inside our tool.

Pros

The setup was quick and I found the product simple to use from the beginning. We use it every day and the tasks and playbooks are designed in a way that works well for our team. They have finally helped us stay on top of follow-ups and plan our next customer care actions ahead of time.

Cons

At this point, it has everything we need and I really have nothing to complain about with the current features.

Pros

Having strong support has been a real benefit for us and the tool feels complete and easy to view. I can quickly monitor the key information about our clients, while the customizable settings let us adjust the platform to fit our needs.

Cons

The platform is quite complex because it comes with a lot of features so it does take some time to configure properly and get fully comfortable using it.

Pros

Tracking account health is really useful and helps me better focus on the actions that need to be taken.

Cons

I would simply like to better understand how the health score is calculated.

Pros

After a few months of using it with our CSM team, we're very happy with the platform. The deployment was simple and our team was able to learn the tool quickly. Moving around the platform also feels smooth and the support from the team has been excellent, with quick responses whenever we need help.

Cons

No real weak points to highlight although we'd still love to see even more features added, such as customer NPS, Slack integration and support documentation.