Retaining customers to generate revenue is the primary goal of any company and ensuring customer success is a sure-fire way of keeping customers satisfied and loyal to your brand. Customers are happy when they get the most out of your products and services. When this happens, they stay loyal and won’t need to look for another brand to support.
According to a Forbes article, attracting new customers is up to 5x more expensive than retaining current ones. This underscores the need for companies to focus on customer success.
This article discusses the best customer success software in the market and how to use them in your bid to retain customers so you can grow your profits.
What do I look for when I select the best customer success tools? Here’s a summary of my evaluation criteria:
- User Interface (UI): Customers expect immediate assistance, so I look for software with all the important features within reach and not hidden behind clutter.
- Usability: I want new members of my customer success team to be able to use the software immediately, so I look for one that’s easy to master.
- Integrations: I use multiple software to deliver exceptional customer service, so I look for software that will work great with the current ones.
- Value for $: I want to deliver excellent customer service without spending too much, so I look for software packed with features that have reasonable pricing.
Customer Success System: Key Features
- Customer onboarding: Helps start customers on their journey by familiarizing themselves with how your products or services work.
- Customer feedback: This allows customers to send feedback and suggestions to help improve your products and services.
- Customer dashboard: This allows you to monitor key performance metrics like NPS, CES, and CSAT.
- Customer education: Empowers customers to learn about your products and services to improve product adoption.
- Analytics: Lets you analyze customer health scores to identify risks and proactively act on them.
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Overviews Of The 10 Best Customer Success Software Solutions
Here’s a brief description of each customer success app to showcase each tool’s best use case, some noteworthy features, and screenshots to give a snapshot of the user interface.
ChurnZero is a customer success platform for managing customer health scores, renewals, and expansion opportunities. This customer success platform has a customer segmentation feature targeting customers using their demographics, behavior, product usage, and lifecycle.
ChurnZero has a survey feature to get customer feedback from customers to know how you can improve your products and services. ChurnZero is the best customer success software to minimize church risks because it allows you to assess customer health scores.
You can use ChurnZero to generate a report showing your accounts at risk of churn so your customer service team can focus on them. The software also allows a customer success manager to filter churn risks per customer service agent to identify underperforming personnel and schedule training if needed.
By identifying customer churn risks, you can confer with customers to determine their reasons for dissatisfaction so you can make adjustments and save their accounts. ChurnZero integrates with other CRM and customer success tools, including Zoho CRM, Zendesk, Salesforce Service Cloud, and Google Calendar.
ChurnZero provides pricing information and a free demo upon request.
Planhat is a customer success platform to help you increase the lifetime value of customers to increase revenue. You can use this customer success software to collect customer data to identify customer needs and opportunities to help you grow your business.
Planhat has an analytics feature for understanding customer behavior to help you build better products, services, and marketing strategies.
Planhat is the best customer success software if you want your customers to have a positive start to their customer journey through a successful onboarding experience. You can use Planhat to create customer playbooks that customer success team members can follow to provide customers with consistent customer journeys.
A customer success manager can use Planhat to build custom dashboards for assessing onboarding statistics. You can collaborate with customers during onboarding by sharing usage playbooks to help drive product adoption.
Planhat integrates with other customer success tools, including Aircall, Pendo, Mailchimp, and Intercom. You can connect Planhat with a paid Zapier account to gain access to premium apps.
Planhat provides pricing information and a free demo upon request.
GuideCX is a customer success software with a customer onboarding feature to help customers learn about your products and services. You can use GuideCX to white-label projects and customer portals to help promote brand loyalty.
This customer success software has a comprehensive dashboard to gain insights about critical metrics like NPS, CSAT, and CES.GuideCX is the best customer success software with a workflow automation feature to help boost customer satisfaction. You can use GuideCX’s automation to automate simple and repetitive tasks so your customer success professionals can have more time to attend to customers’ needs.
GuideCX also lets you automate email sending, so customers receive immediate responses even if you are not in the office. What’s great about GuideCX’s automated email feature is it makes it appear as if you are the one sending the email instead of an automated response.
GuideCX integrates with other customer relationship tools like HubSpot, Jira, and Slack. You can connect GuideCX to a paid Zapier account if you need access to more premium apps.
GuideCX provides custom pricing upon request.
Catalyst is a customer success platform that provides a centralized solution for your customer success team to provide customers with satisfactory customer journeys. This customer success platform can help your customer success team identify risks and upsell opportunities.
Catalyst has customizable layouts and dashboards to easily view the customer data you need, like customer information, interaction history, purchase history, and call notes. Catalyst is the best customer success software with a customer lifecycle management feature to give customers the best customer journey.
It has an automation feature to update customer data and move them to the next phase upon completion of their current stage. Catalyst automatically assigns a customer to a customer success agent for continuous assistance and prevents missed opportunities.
Catalyst integrates with other customer experience tools like Slack, Snowflake, Zendesk, and Mixpanel.
Catalyst provides pricing details and a free demo upon customer request.
Skilljar is a customer training platform for improving product adoption and increasing customer retention. It has an analytics tool for evaluating the effectiveness of your customer education program. You can also use Skilljar’s analytics tool to track learner progress and identify bottlenecks holding customers back.
Skilljar is the best customer success software with a training platform for customer education. It has authoring tools for creating multiple content types to guide customers and improve product adoption. You can use Skilljar to embed educational videos and audio clips from external sources into your website for customers to use. It has a quizzing engine to help you assess user knowledge.
Skilljar integrates with other customer satisfaction tools, including Disqus, GoToTraining, Dropbox, and Zendesk.
You can connect Skilljar to a paid Zapier account if you want access to more premium apps.
Skilljar provides customized pricing upon request.
Zendesk is a SaaS that provides tools for handling customer support, sales, and marketing activities. It has in-app messaging tools to help customer success team members communicate and collaborate.
Zendesk has a reporting feature to gather customer data from various sources and allow you to measure how your company is doing in the eyes of your customers. This customer success software has pre-built and customizable dashboards for viewing and understanding key metrics like NPS, CES, and CSAT.
Zendesk is the best customer success platform if you want to improve CES because it provides various ways of assisting customers. You can use this customer success management tool to create an efficient ticketing system to organize how you respond to customer concerns.
Zendesk has a live chatbot feature to provide customers with real-time assistance. You can also use this customer success tool to create and integrate a self-service portal or knowledge base to your website so customers can find solutions to common issues and concerns.
Zendesk integrates with other customer service software and success tools like Trello, ChannelReply, and Klaus.
Zendesk pricing starts at $49/month/agent, and they offer start-ups a free trial of up to 6 months.
Totango is a customer success solution with customer journey templates to help your customer success team provide consistent services all the time. You can use this customer success tool to gain a 360-degree view of customer account profiles to help you craft a customer success strategy addressing your customers’ needs.
It has an automation tool to trigger actions using predetermined criteria so customers can receive timely assistance. Totango is the best customer success software for managing customer health scores to anticipate customer needs and aid in decision-making.
Totango has pre-built customer health scorecards for assessing the account health of your customer base, risks, and trends. You can customize Totango’s customer health scorecards to include customer data measurements unique to your organization.
Totango has an alarm system to warn you of poor customer health metrics so you can devise plans to prevent churns. Totango integrates with other customer success tools like Jira Service Management, Zoho, MS Dynamics, and Dropbox.
Totango has a free forever plan with limited features, while the pricing for paid plans starts at $199/month/up to two users.
Front is a customer success software with an automation feature to save time and address all customer concerns. You can use this customer success solution to collaborate with teammates to draft customer responses to avoid work duplication and ensure everybody is on the same page.
Customer success managers can use Front to delegate assignments and tag team members to promote accountability while ensuring that all customer concerns receive immediate attention. Front is the best customer success software if you want to anticipate and solve problems using analytics.
You can use Front to track team key customer metrics like NPS, CES, and CSAT to address problem areas proactively. With the help of Front’s analytics tool, you can gain actionable insights on what might be dragging down key metrics and implement action plans to address customer issues.
Front also has a unified inbox to collaborate with CS team members and escalate technical concerns to your product support team.
Front integrates with other customer relationship tools like Asana, ClickUp, Guru, and Gmail.
Front pricing starts at $19/month/user.
Insided is a SaaS customer success platform to encourage growth and improve customer retention. It has a product feedback feature for communicating product updates and gathering useful customer feedback critical to improving products and services. You can use this customer success tool to identify loyal customers to increase your overall CSAT and net promoter score.
Insided is the best customer success software for improving customer engagement to foster brand loyalty. Insided’s customer engagement feature allows you to connect users to peers and your customer service team through a community forum you can embed in your website.
This customer success software has a gamification feature for rewarding expert users and encouraging innovative ideas for product improvement. Insided integrates with other customer management tools like Productboard,
Salesforce, and Google Analytics. You can connect Insided to a paid Zapier account to access thousands of premium apps.
Insided provides free quotes upon customer request.
Podium is a customer success software growing your customer base through a website chat feature for capturing leads and initiating marketing campaigns. It has a video messaging feature for providing digital face-to-face customer service. You can also use this customer success tool to take customer payments through text messages or credit cards for customer convenience.
Podium is the best customer success software with a unified inbox for resolving customer issues immediately. Podium collates customer messages from all your channels in one inbox, so you don’t miss any customer interaction. You can view customer messages with corresponding statuses and assigned case owners to manage customer cases efficiently.
This customer success software has a mobile app version to respond to provide customer support anywhere you are.
Podium integrates with other customer success tools like CDK Global, Salesforce, and Service Titan.
Podium pricing starts at $289/month/for up to 3 users, and they offer a 14-day free trial.
The Best Customer Success Software Solutions Summary Table
|Pricing Upon Request||Visit Website|
|Pricing Upon Request||Visit Website|
14 Days Free Trial
|From $19/user/month||Visit Website|
14-day free trial
|From $249 per month for 2 users and 200 customer accounts||Visit Website|
|From $19/month/user||Visit Website|
|From $399/month||Visit Website|
Need expert help selecting the right Customer Success Software?
We’ve joined up with the software comparison platform Crozdesk.com to assist you in finding the right software. Crozdesk’s Customer Success Software advisors can create a personalized shortlist of software solutions with unbiased recommendations to help you identify the solutions that best suit your business’s needs. Through our partnership you get free access to their bespoke software selection advice, removing both time and hassle from the research process.
It only takes a minute to submit your requirements and they will give you a quick call at no cost or commitment. Based on your needs you’ll receive customized software shortlists listing the best-fitting solutions from their team of software advisors (via phone or email). They can even connect you with your selected vendor choices along with community negotiated discounts. To get started, please complete the form below:
Here are a few more that didn’t make the top list.
- HubSpot Service Hub – A customer service software for small to medium businesses.
- Gainsight – Customer success and product experience software to help increase product adoption and reduce churn.
- ClientSuccess – Customer success software for building healthy customer relationships.
- Accelo – Professional services automation software for handling customer tickets.
- Custify – Customer success software for SaaS-centric companies.
- Vitally – Customer success platform for identifying trends and leveraging insights towards improved customer health scores.
- Strikedeck – Customer success and engagement platform with workflow automation and customer success planning features.
- CustomerSuccessBox – AI-powered customer success platform for driving product adoption.
- ProfitWell – Subscription software for achieving faster revenue growth.
- Involve.ai – Software for gaining visibility on customer data to improve retention rates and increase revenue.
- Conversica – Cloud-based software for attracting new customers and retaining existing ones with the help of virtual assistants.
- Rocketlane – Customer onboarding platform.
- LiveAgent – Customer support software with a ticket management system.
What do you think about this list?
Customers who get what they need from products and services are happy customers and will continue to bring revenue to your company. Customer success software is an excellent tool to help you address customer concerns and deliver exceptional services to help turn casual customers into loyal customers.
Aside from customer success software, there are other useful tools your company can use to grow your business and attract new customers, and you can read about them when you subscribe to The CX Lead.
- What Is Customer Experience Design And How Can You Approach It?
- Optimizing The Website Customer Journey
Related List of Tools: Customer Onboarding Software To Help Users Enter Your Ecosystem Smoothly