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.

The platform provides us with really valuable insights into our customers health metrics, making it possible to work really effectively both on a 1:1 basis and at-scale. As a team, they're really great to work with and i've always felt well supporte by them. Review collected by and hosted on G2.com.

Suggested Actions could be more effective by adding additional context and reasoning behind the suggestions. I'd love to see more of the "why" behind the Suggested Actions feature. Review collected by and hosted on G2.com.

The potential for the data utilization and forecasting seems promising.

Great UI Review collected by and hosted on G2.com.

Delay in data retrieval can cause some inaccurate readings on customers.

Only can apply one risk per customer Review collected by and hosted on G2.com.

- Hook provides me with a both a high level view of my customer base as well as being able to drill deeply into individual accounts. The amount of data Hook can absorb to provide both real time data on the customer and start to look at predictive anayltics is fantaistic.

- The number of different metrics I'm able to observe support me in idetifying the health of the account and dig deeper into usage, identifying possible issues before they arise.

- The interface itself is easy to navigate and understand once you learn your way around. Review collected by and hosted on G2.com.

- Nothing to really dislike. Bw aware that it will take a little time for all the correct data feeds to be absorbed and for the platform to learn everything it needs to, but this is all handled extremely well by the team at Hook who guide you through everything and are always on hand to support. Review collected by and hosted on G2.com.

Ease of Use, ease of implementation, great Customer Support. Review collected by and hosted on G2.com.

there are some limitation in reporting but the team is working to improve it Review collected by and hosted on G2.com.

Easy to use and navigate around, the breadth and depth of detail it provides, the fact it can be customised to fit specific requirements. Review collected by and hosted on G2.com.

The 'engagement level' score isn't always an accurate reflection of the customer situation. Review collected by and hosted on G2.com.