Robust product for CS Management

The sales process was smooth, the demo account helped in understanding.

Pros

Easy to set up within a couple months. Easy to onboard CSMs. The CSM was a good project manager and knew who to pull in for help on the technical side.

Cons

The knowledge base with content and videos is still work in progress. The company is growing and has many integrations but some are also still work in progress. Make sure you do your due diligence when evaluating.

Very good for smaller orgs, but not an enterprise solution

Pros

Overall, it's easy enough to use and implement and make changes in.

Cons

The major concern I had was multi-language support, and then the level of detail needed to do some of the advanced tiering options we desired (ie, multiple levels of customers with workflows that were conditional)

Frustrating to use - not easy to implement, not easy to customize

I would not recommend Strikedeck to anyone UNLESS you are using it for the most basic things like standard health scores.

Pros

I like the ability to create custom customer journeys/journey stages using rules. I like the ability to have weighted health scores. I like being able to set up playbooks that can launch processes and communication automatically.

Cons

Strikedeck is so confusing to use. Things often do not work as they should - the surveys cannot be easily customized, language cannot be easily accommodated. Playbooks cannot be edited once launched and cannot be non-linear. The lack of if/then is incredibly frustrating. Setting up custom rules for journey stages is frustrating. The application is really not user-friendly. Support is getting better and they have a knowledge center now, but it's still incredibly frustrating. Things are sent 'to engineering' and you never hear about them again.

Good for basic features

We were trying to automate some manual processes.

Pros

I like their new knowledge center and the ability to easily submit and track tickets.

Cons

The inability to deviate from anything other than strictly linear playbooks is frustrating. The difficulty of implementing the program is also frustrating and causes many delays.