G2

Charlie D.

Senior Customer Success Executive

Mid-Market (51-1000 emp.)

4/1/2026

"Flexible Automations and Insightful Chat Power Our Self-Serve Customer Journey"

5/5

What do you like best about Hook?

Hook has been instrumental for us as we’ve built out our self-serve, automated customer journey. The Hook chat is incredibly useful for quick insights, especially when preparing for client calls. The automations have made the biggest impact for us - the flexibility around user and account data allows us to be super specific and proactive in how we support our clients at scale. As a result, we’ve just achieved our best quarter and are seeing great numbers in overall user activity. Review collected by and hosted on G2.com.

What do you dislike about Hook?

The level of customizability can feel a bit overwhelming at times, especially when trying to create an accounts view that can be used by all CSMs. That said, it’s more of a time and setup issue than a problem with overall usability. Review collected by and hosted on G2.com.

What problems is Hook solving and how is that benefiting you?

The Hook tool allows us to manage our clients at scale without compromising on content, which would typically happen due to time constraints. It has helped us ensure that all new users receive a consistent onboarding process, while also supporting us in mitigating renewal risks by addressing usage concerns earlier in the contract. Overall, this is massively helping us reduce the risk of churn. Review collected by and hosted on G2.com.