What is Hook?
Hook is an AI machine learning-driven app that enables Revenue teams to accurately predict which customers to focus on for faster revenue growth. Whether you're in CS, Sales or Renewals you can leverage Hook to identify the highest value customers, understand how to retain or grow them and ultimately, maximise revenue.
Hook Maximises Success in CS teams
Hook has two core components that go into reducing churn, increasing expansions and improving efficiency in revenue teams:
A machine learning-driven health score to highlight exactly where to focus
An app that allows you to view the health of your book of business and action it accordingly
Through these two core components we show which of your customers are at risk of churn or are likely to renew and expand, why and how to influence it.
Our Hook models are trained and tested on months of historic data across at least 3 categories:
User data
Subscription data
Product usage data
This unique approach culminates in models that are above best in class accuracy (70%) up to 180 days out from a renewal or expansion event, to ensure you’re focusing your time and resources in the right place. Accounts predicted as at-risk of churn are given Suggested Actions so that CSMs can take action to improve account health. Find out more about Hook’s churn prediction model here.
Reduce Churn
Easily see the customers who are at highest risk of churn and their corresponding renewal rate, based on Hook’s custom machine learning model trained on your organisation’s historical data. See why this customer is at risk of churn and easily view the Suggested Actions which will improve this customer’s health both on a 1:1 basis and at scale.
Increase Expansion Revenue
Find your healthiest customers using their Engagement Level and identify customers most likely to upsell with our upsell model. Then compile a business case for the upsell with the metrics that Hook shows over time.
Upsell Models
We’ve taken behavioural, engagement (health), subscription and whitespace data from your upsells to show you:
Likelihood to upsell (High or Low): Based on all this behavioural, engagement (health), subscription and white-space data, whether or not a customer is likely to upsell.
Upsell Opportunity ($ value): Based on how other customers behaved that also upsold, the target $ upsell your team should aim for. We will always show an upsell $ value, even if it is not likely to renew.
Find out more about upsell in Hook here.
Increase Actively Managed Accounts
By accurately prioritising and segmenting accounts based on revenue, risk or expansion, we help your team do more with less. Easily action and improve health at scale using our integrations to industry leading cadencing tools.
How is Hook different to other Customer Success Platforms?
Unlike other Customer Success Platforms, Hook is built with a direct focus on revenue impact. We take a data-driven approach to predicting future revenue, bringing all your customer data in one place to provide a clear picture of risk and opportunity.
With Hook’s intelligent health score, Customer Success teams can easily prioritise which customers need attention, eliminating the guesswork of manually configured, subjective scores from other platforms.
For CSMs:
Suggested actions provide clear, data-driven guidance on how to support at-risk accounts.
Engage accounts at scale with cadences through integrating with your existing engagement platform—saving time and increasing efficiency.
Access all customer data in one place, solving the challenge of siloed data.
For Leaders:
Forecast revenue multiple quarters out for smarter resource allocation in your team.
Identify both risks and opportunities for revenue growth and be proactive in getting ahead of churn.
With Hook, CS teams can move beyond using guesswork and towards measurable, revenue-driven outcomes.