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10 Best Customer Success Software For CX Teams In 2023

Customer Success Software Shortlist

Here’s the list of the best customer success software that I’ll cover in this article:

  1. ChurnZero

    Best for managing customer churn risks

  2. Planhat

    Best multichannel customer success software

  3. Podium

    Best customer success software for SMS & text marketing

  4. GuideCX

    Best for cutsomer & client onboarding

  5. Catalyst

    Best customer success software for upselling & retention

  6. Skilljar

    Best customer success software for customer education

  7. Totango

    Best for tracking & managing customer health scores

  8. Insided

    Best for managing NPS & CSAT scores

  9. Front

    Best for customized customer issue escalation paths

  10. Tidio

    Best for its customer behavior analysis

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. 

How I Selected the Best Customer Success Software

Perhaps you're wondering how I selected the best customer success software for this list? To build this list, I evaluated and compared a wide range of customer success software with positive user ratings.

After determining my long list of top choices, I further honed my list by using the selection criteria below to see how each platform stacked up against the next one. I also drew on my years of CX experience to pinpoint the features that add a lot of value.

If you have general questions about customer success software or how to pick the best customer success software for your organization, take a look at our frequently asked questions section below. Or, you can skip directly to my detailed software summaries, if that's what you need the most.

Selection Criteria

Here’s a short summary of the main selection and evaluation criteria I used to develop my list of the best customer success software for this article:

User Interface (UI):

User interface is an important consideration when selecting customer success software because it directly affects the user experience and the overall efficiency of the software. A well-designed user interface can make it easier for customer service representatives and other users to access the features and functions they need, while a poorly designed interface can lead to confusion, frustration, and decreased productivity.

Usability:

Usable customer success software should be designed with the end user in mind, taking into account factors such as the tasks that need to be performed, the context in which the software will be used, and the skills and preferences of the users. This can involve using clear, consistent, and intuitive interfaces, providing clear instructions and feedback, and making common tasks easy to perform.

Integrations:

Integration is important when selecting customer success software because it allows the software to work seamlessly with other systems and tools that a business may be using. For example, integrating customer success software with a CRM can allow customer service representatives to view a complete history of a customer's interactions with the company, including previous support tickets, and purchase history. Integrating with an e-commerce platform can allow customer service reps to view and manage orders, and process returns.

Pricing:

When evaluating the cost of customer success software, it's important to consider not only the upfront costs, but also the long-term costs, including the cost of implementation, training, and ongoing support. In addition, it's important to consider the value that the software can provide, including improved customer satisfaction, increased efficiency and productivity, and enhanced customer engagement.

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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. 

1

ChurnZero

Best for managing customer churn risks

ChurnZero customer success software is a cloud-based customer success platform that helps you manage churn risks. It's designed to help you identify your most at-risk customers, engage them, and retain them.

Why I Picked ChurnZero: ChurnZero uses data science to identify at-risk customers based on what they've done in the past and what they're doing now. The software then uses machine learning to predict which customers are likely to leave, so you can take action before they do. ChurnZero customers can use the platform's features to identify their most at-risk customers; set up automated messages to encourage engagement with these customers; and use a predictive model to reach out to these customers before they leave.

ChurnZero is a simple, easy to use customer success software that helps you avoid customer attrition. The tool provides actionable insights into your customer behaviour and lets you track their activities across many online platforms at once. It also offers an automated retention process for keeping an eye on your users and ensuring they don't leave.

ChurnZero Standout Features & Integrations

Features include client account insights, chatbots, custom dashboards, customer health scores, customer journeys, customer segmentation, artificial intelligence, workflow automations, real-time alerts, reporting & analytics, REST API access, customer surveys, and third-party integrations/add-ons.

Integrations include SAlesforce, Hubspot, Netsuite, Close.io, Spiro, Zoho CRM, Chargebee, Microsoft Dynamics CRM, Pipedrive, Copper, Freshsales, Zendesk Sell, Teamwork CRM, Helpscout, Jira, Segment, Pendo, and other tools. ChurnZero also offers a REST API if you would like to integrate your data into a system not listed.

2

Planhat

Best multichannel customer success software

Planhat is an all-in-one customer success software solution that allows users to easily and accurately manage customer relationships, track customers’ usage of their products, identify areas of improvement, and create personalized support services. 

Why I Picked Planhat: What makes Planhat stand out from other customer success solutions is its ability to collect data from multiple sources such as email, web analytics, social media channels, and CRM systems. This data is used to create tailored analytics dashbaordcs and reports to inform strategies for improving customer engagement and loyalty.

Planhat also offers detailed analytics reports that provide insights into customers’ behavior and preferences. With its intuitive interface, Planhat makes it easy for users to navigate the program and make informed decisions about how best to interact with their customers.

Planhat enables users to tailor their customers’ experiences according to their preferences, creating an environment that encourages loyalty. There are also detailed customer profiles, which provide an in-depth look into each user’s journey. This allows users to adjust strategies easily to meet cutomer needs.

Planhat Standout Features & Integations

Features include customer data management, filters, sandbox environment, shared inbox, NPS, automations, dashboards, revenue management, customer portqal,custom roles & permissions, single-sign-on, customer health scores, task management, alerts, and third-party integrations/add-ons. 

Integations include Aircall, Pendo, Segment, SatisMeter, Stitch, Pipedrive, Salesforce, Outlook, Complete CSM, Jira, Mixpanel, Inercom, Mailchimp, Snowflake, Slack, Delighted, Chili Piper, Gmail, Promoter, Ctrl,Zendewsk, Hubspot, FReshdesk, Mandrill, and more if you have a separate account with Zaperi (may incur additional costs). 

Free Demo

Pricing upon request

3

Podium

Best customer success software for SMS & text marketing

Podium is a customer success software that helps organizations manage customer engagement, communication, and feedback to improve customer satisfaction and retention.

Why I Picked Podium: Podium customer success software is a comprehensive platform for SMS marketing and text marketing. With Podium, organizations can send personalized text messages to customers, such as appointment reminders, promotional offers, and other important updates. 

Another key feature of Podium is its ability to monitor customer engagement and usage, including SMS engagement. This helps organizations to identify customers who are not responding to text messages and take action to re-engage them.

Podium also automates routine tasks and workflows, including SMS marketing campaigns. For example, Podium can be used to automate the sending of promotional offers and appointment reminders via SMS.

Podium provides tools for personalizing SMS marketing messages based on customer data, such as location, behavior, and preferences. This makes it possible to create targeted SMS marketing campaigns that are more relevant and effective. 

Podium Standout Features & Integrations

Features include customer communication, feedback management, customer engagement, automated workflows, customizable dashboards, analytics & reporting, text marketing, payment processing, website chat, and third-party integrations/add-ons.

Integrations include Salesforce, Hubspot, Zoho CRM, Marketo, Pardot, Stripe, PayPal, Facebook, Twitter, Instagram, Zendesk, Freshdesk, Yelp, and TripAdvisor.

Free demo available

From $289/month

4

GuideCX

Best for cutsomer & client onboarding

GuideCX is a customer experience management platform that provides a centralized location for managing customer interactions and improving customer satisfaction.

Why I Picked GuideCX: GuideCX is used for customer and client onboarding as a means of improving customer satisfaction and success. The platform provides a centralized location for managing customer interactions, making it easy to ensure that customers receive a consistent and positive experience. GuideCX provides tools for automating onboarding processes, reducing manual tasks, and improving efficiency.

For customer success initiatives, GuideCX provides a streamlined approach to customer onboarding that can help to improve customer satisfaction and reduce churn. With GuideCX, customer success teams can create custom onboarding journeys for each customer that align with their unique needs and goals. This includes providing personalized training and resources, setting clear expectations, and tracking progress towards success.

GuideCX also provides tools for monitoring customer engagement and usage, making it easy to identify potential issues and take action to address them. The platform integrates with other tools and systems, such as CRM and marketing automation platforms, which helps to provide a complete view of the customer experience. By using GuideCX for customer and client onboarding, organizations can improve the customer experience, increase customer satisfaction, and drive customer success.

GuideCX Standout Features & Integrations

Features include customer onboarding, customer engagement, customizable journeys, automations, analytics & reporting, customer feedback, and third-party integrations/add-ons.

Integrations include Salesforce, Hubspot, Microsoft Dynamics, Marketo, Pardot, Zendesk, Freshdesk, Stripe, Recurly, Jira, Trello, and other common apps.

Offer a free trial and a free demo

Pricing Upon Request

5

Catalyst

Best customer success software for upselling & retention

Catalyst customer success software is a powerful customer relationship management platform that helps you to deliver personalized experiences to your customers for upselling and retention strategies. 

Why I Picked Catalyst: Catalyst helps you capture more leads, boost conversions, retain your existing customers, and grow your revenue with detailed analytics. They accomplish this using tools like automated customer communication follow-ups based on predetermined rules. You can create rules based on the behavior of customers, such as if they don't open emails, send them a reminder email. Or, if they haven't logged in to your platform for two weeks, then send them a 'we miss you' email. With this, you can follow up automatically with customers who are not engaging with your brand anymore.

They also offer comprehensive lead scoring. This feature allows businesses to classify leads into different categories based on their likelihood of becoming a customer. This feature helps businesses understand which customers are most likely going to convert into sales, return purchasers, upsells, and even brand advocates.

Catalyst Standout Features & Integrations

Features include custom dashboards, customer health scores, journey mapping, email automation, playbooks, workflow tools, customer segmentation, data import & export, customer activity tracking, and third-party integrations/add-ons.

Integrations include Zendesk, Service Cloud, Salesforce, Google platforms, Outlook, Jira, Slack, Snowflake, Redshift, Segment, BigQuery, Redshift, Amazon S3, and Mixpanel.

6

Skilljar

Best customer success software for customer education

SkillJar is a cloud-based learning management system (LMS) designed to help organizations create, manage, and distribute online training courses to their employees or customers. It can be used for your customer success strategy by helping your customers become better acquainted with your product or service through dedicated training programs.

Why I Picked SkillJar: SkillJar can play an important role in customer success initiatives by providing a platform for onboarding and training, knowledge management, customer engagement, measuring success, and continual improvement. The platform makes it possible to create and deliver customized onboarding and training programs, which can help new customers get up and running quickly and effectively. By providing a centralized repository of knowledge and resources, SkillJar can make it easier for customers to find the information they need when they need it. 

Features such as gamification, quizzes, and interactive content can help keep customers engaged and motivated to continue learning and using the product. With reporting and analytics capabilities, SkillJar can help measure the impact of customer success initiatives, allowing organizations to track progress and adjust their strategies as needed. 

In general, SkillJar boasts excellent ease of use, an intuitive user interface, and the ability to create and manage professional-looking online courses quickly. It offers customizable features, robust reporting and analytics, and excellent customer support. 

SkillJar Standout Features & Integrations

Features include learning management, training & onboarding, course authroing, gamification, quizzess & assessments, interactive content, cutom branding, user management, reporting & analytics, and third-party integrations/add-ons.

Integrations include Salesforce, Marketo, Stripe, PayPal, Single-Sign-On (Okta, OneLogin, and Google SSO), and more if you have an account with Zapier (may incur additional costs). 

Pricing Upon Request

7

Totango

Best for tracking & managing customer health scores

Totango is a customer success platform that provides organizations with a suite of tools for managing customer engagement, tracking usage and adoption, and measuring the success of customer success initiatives.

Why I Picked Totango: Totango is a customer success platform that provides several features for tracking and managing customer health scores. The platform provides usage tracking, allowing organizations to see which features are being used and which are not, giving a clear view of customer engagement. Totango's customer insights feature provides detailed information about each customer, including demographic data, usage patterns, and more, which can be used to gain a deeper understanding of customer behavior and identify potential issues.

Organizations can define custom health scores based on specific business metrics and usage patterns. This makes it possible to align customer health scores with business goals and priorities. Totango's proactive alerts feature sends notifications when specific events occur, such as changes in usage patterns, customer engagement, and more. This can help organizations identify potential problems early and take action to address them.

Totango also provides trend analysis tools that make it possible to track changes in customer health scores over time and identify trends and patterns. This, combined with the platform's reporting and analytics tools, make it easy for organizations to track the impact of customer success initiatives and measure the success of customer health programs. By using Totango's features, organizations can create a comprehensive view of customer health and take proactive measures to improve customer satisfaction and retention.

Totango Standout Features & Integrations

Features include usage tracking, customer insights, customizable health scores, proactive alerts, trend analysis, reporting and analytics, customer engagement management, adoption tracking, customer success management, segmentation & targeting, and third-party integrations/add-ons.

Integrations include Salesforce, Hubspot, Microsoft Dynamics, Marketo, Pardot, Zendesk, Freshdesk, Google Analytics, Adobe Analytics, Stripe, Recurly, Jira, Trello, and other popular tools.

14-day free trial

From $249/month (2 users + 200 customer accounts)

8

Insided

Best for managing NPS & CSAT scores

inSided (by Gainsight) is a customer success platform that provides an integrated solution for creating and managing customer communities, knowledge management, and messaging for improved customer engagement and satisfaction.

Why I Picked inSided: inSided customer success software provides several tools for managing NPS (net promoter score) and CSAT (customer satisfaction) scores, which are key metrics for measuring customer satisfaction and loyalty. For one thing, it provides a survey tool that can gather customer feedback on a regular basis, including NPS and CSAT scores. You can send surveys to customers via email, in-app, or via website embedd/banner.

inSided also offers personalization capabilities that allow organizations to tailor the customer experience based on NPS and CSAT scores. Use this in conjumction with their feedback management tool, which allows organizations to respond to customer suggestions and inquiries in real-time. 

Plus, inSided provides analytics and reporting tools that allow organizations to track and analyze NPS and CSAT scores over time. This is critical to help turn NPS and SCAT scores from 'nice to knows' to data-lead decisions on company direction and strategy. 

inSided Standout Features & Integrations

Features include community building, knowledge management, messaging, customer feedback, analytics, personalization, NPS tracking, CSAT tracking, and third-party integrations/add-ons.

Integrations include Salesforce, Zoho, Microsoft Dynamics, Marketo, Pardot, Zendesk, Freshdesk, Shopify, Magento, Facebook, Twitter, Google Analytics, Mixpanel, and other similar tools. 

9

Front

Best for customized customer issue escalation paths

Front is a customer success software solution used by over 8000 businesses worldwide, including Carvana, ClickUp, Culture Amp, Dropbox, and GoDaddy. It has a focus on personalization, automation, and a shared inbox. 

Why I Picked Front: Front provides several ways to customize your customer issue escalation path to meet your specific business needs and requirements. One of the ways is by using its rule-based routing system. This system allows you to set up automatic email forwarding based on specific criteria such as the recipient, subject line, sender, or label. This way, you can ensure that each customer issue is directed to the right team member or department for resolution.

In addition to rule-based routing, Front also allows you to add additional information to customer email threads through custom fields. This information can include the priority level, customer type, or product, and can be used to trigger automatic routing and escalation based on specific criteria.

Finally, Front's workflows feature provides the ability to create automated processes for handling customer issues, including escalation procedures. You can set up workflows to trigger based on specific events, such as receiving a new customer email, and specify the actions to be taken, such as assigning the email to a team member or sending a follow-up message. These customization options give you the flexibility to create a customer issue escalation path that works best for your business.

Front Standout Features & Integrations

Features include shared inbox, team collaboration, customer data, omnichannel, insights & analytics, automated workflows, live chat, and third-party integrations/add-ons.

Integrations include Gmail, Microsoft Exchange, Slack, Trello, Asana, Salesforce, Hubspot, Pardot, Marketo, Hootsuite, Sprout Social, Zendesk, Help Scout, Google Analytics, Mixpanel, Jira, monday.com, Stripe, Square, and more.

From $19/user/month

10

Tidio

Best for its customer behavior analysis

Tidio is a customer success software that helps customer experience teams manage customer interactions using live chat, email marketing, chatbots, and customer feedback.

Why I Picked Tidio: Tidio helps you engage with customers proactively, understand their needs, and resolve their issues. Its ticketing system enables your customer experience teams to track and resolve customer queries and requests. The software includes a knowledge base and community forum for sharing best practices, providing a searchable database of articles and FAQs that can be used to resolve customer queries.

Tidio’s live chat tool enables you to engage in real-time customer conversations. You can also build and configure chatbots which help send automatic replies for missed conversations and personalized messages for returning visitors. Tidio also helps you segment customers and site visitors based on behavior so that you can send personalized messages.

It provides a centralized platform for tracking customer engagement data, helping you get a complete picture of the customer journey and identify areas where the customer experience can be improved. Tidio's conversation-related metrics provide insight into the number of conversations an operator engages with, response times, and missed conversations.

Tideo Standout Features & Integrations

Features include live chat, chatbots, email automation, knowledge base, analytics, customization, mobile app, multilingual support, file sharing, chat history, customer surveys, user roles and permissions, and third-party integrations/add-ons.

Integrations include email integration, which is helpful for having multiple email inboxes. Integrations include Zendesk, Google Analytics, Pipedrive, Mailchimp, OpenCart, and thousands more through Zapier.

7-day free trial

From $19/user/month

The Best Customer Success Software Solutions Summary Table

Tool Free Option Price
1
ChurnZero

Best for managing customer churn risks

Free Demo

Visit Website
2
Planhat

Best multichannel customer success software

Free Demo

Pricing upon request Visit Website
3
Podium

Best customer success software for SMS & text marketing

Free demo available

From $289/month Visit Website
4
GuideCX

Best for cutsomer & client onboarding

Offer a free trial and a free demo

Pricing Upon Request Visit Website
5
Catalyst

Best customer success software for upselling & retention

Free Demo

Visit Website
6
Skilljar

Best customer success software for customer education

Not available

Pricing Upon Request Visit Website
7
Totango

Best for tracking & managing customer health scores

14-day free trial

From $249/month (2 users + 200 customer accounts) Visit Website
8
Insided

Best for managing NPS & CSAT scores

Free Demo

Visit Website
9
Front

Best for customized customer issue escalation paths

Not available

From $19/user/month Visit Website
10
Tidio

Best for its customer behavior analysis

7-day free trial

From $19/user/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:

Other Customer Success Options

Here are a few more that didn’t make the top list.

  1. HubSpot Service Hub - A customer service software for small to medium businesses. 
  2. Gainsight - Customer success and product experience software to help increase product adoption and reduce churn. 
  3. ClientSuccess - Customer success software for building healthy customer relationships. 
  4. Accelo - Professional services automation software for handling customer tickets. 
  5. Custify - Customer success software for SaaS-centric companies. 
  6. Vitally - Customer success platform for identifying trends and leveraging insights towards improved customer health scores. 
  7. Strikedeck - Customer success and engagement platform with workflow automation and customer success planning features. 
  8. CustomerSuccessBox - AI-powered customer success platform for driving product adoption. 
  9. ProfitWell - Subscription software for achieving faster revenue growth. 
  10. Involve.ai - Software for gaining visibility on customer data to improve retention rates and increase revenue. 
  11. Conversica - Cloud-based software for attracting new customers and retaining existing ones with the help of virtual assistants. 
  12. Rocketlane - Customer onboarding platform. 
  13. LiveAgent - Customer support software with a ticket management system. 

People Also Ask

What is Customer Success Software?

Customer success software is a type of software designed to help businesses improve their relationship with customers and ensure their success. The main goal of customer success software is to help businesses provide the best possible customer experience, build customer loyalty, and increase customer retention.

Customer success software typically includes features such as live chat, ticketing systems, customer relationship management (CRM), analytics and reporting, and customer feedback and surveys. By using these tools, businesses can track customer interactions, respond to customer inquiries in real-time, identify customer pain points and needs, and proactively address potential issues to ensure customer satisfaction and success.

In summary, customer success software is designed to help businesses build and maintain strong relationships with their customers, and to ensure their success by providing the best possible customer experience and support.

What are the Benefits of Customer Success Software?

The benefits of customer success software include:

  1. Improved customer retention and loyalty
  2. Increased customer lifetime value
  3. Better customer engagement and communication
  4. Streamlined customer onboarding process
  5. Real-time customer insights and analytics
  6. Automated customer health scoring and monitoring
  7. Personalized customer experiences
  8. Improved cross-functional collaboration and teamwork
  9. Easier customer data management
  10. Enhanced customer feedback and product development

What are the Key Features of Customer Success Software?

Here are the key features I look for when selecting customer success software.

  1. Customer onboarding: Helps start customers on their journey by familiarizing themselves with how your products or services work.
  2. Customer feedback: This allows customers to send feedback and suggestions to help improve your products and services.
  3. Customer dashboard: This allows you to monitor key performance metrics like NPS, CES, and CSAT. 
  4. Customer education: Empowers customers to learn about your products and services to improve product adoption. 
  5. Analytics & reporting: Lets you analyze customer health scores to identify risks and proactively act on them.

What Other CX Tools Do I Need?

Customer success software is one piece of a larger CX puzzle. You'll need tools to augment your CX strategy before and after the customer success solution process. Here are some suggested resources:

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

Related Reads:

By Hannah Clark

Hannah Clark is the Editor of The CX Lead. Her goal is to bring together a community of CX professionals to learn, interact, and voice their own opinions on this ever-evolving industry.

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