Hook Reviews & Product Details

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.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

It has been a little glitchy. My overview dashboard is currently not showing any of my customers. This is currently with support to fix Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

- 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 Review collected by and hosted on G2.com.

- It would be nice to have the ability to turn metrics into reports that we could share with customers in a concise way Review collected by and hosted on G2.com.