Customer Success Software

Finding software can be overwhelming. We've helped dozen of businesses find customer success software to manage customer lifecycle, communication, usage tracking, analytics, and onboarding.

Showing 1-20 of 60 products

SmartKarrot

SmartKarrot is a product and customer success platform designed to help businesses capture and analyze customer data across multiple systems to gain insight into the entire customer journey, product adoption, engagement and more. ... Read more

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monday.com

monday.com, an award-winning collaboration and project management platform, helps teams plan together efficiently and execute complex projects to deliver results on time. monday.com team management and task management tool allows ... Read more

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TaskRay

TaskRay by Bracket Labs is a cloud-based project management and customer onboarding solution for Salesforce. The software being a native Salesforce app, enables businesses of all sizes to manage, support and track business operati... Read more

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inSided

inSided is a cloud-based community platform that is designed to improve client support and conversion rates. People have many questions in their mind before buying a product and they look for answers online. inSided lets you creat... Read more

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Zoho Desk

Zoho Desk is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, contract management and report creat... Read more

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Custify

Custify is cloud-based customer success software that helps businesses capture data from multiple sources to retain customers, reduce churn rate and improve revenue, contract renewals, product adoption and more. The platform allow... Read more

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elevio

Elevio is a self-service support and customer education platform that helps users create and manage a knowledge base. It offers built in content management tools, and users can also import existing knowledge base content. The... Read more

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EngageBay

EngageBay is an integrated marketing, sales, support and CRM solution designed to help small to midsize enterprises acquire, engage and convert website visitors into customers. The cloud-based platform lets businesses use marketin... Read more

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Minerva

Minerva empowers you to effortlessly create clickable instructions for anything online. Any time you have to communicate a set of steps, without physically standing next to someone, you can use Minerva! The tool is free. For addi... Read more

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HubSpot Service Hub

Service Hub is a cloud-based customer service platform designed for small to large businesses manage contacts, requests, deals, appointment schedules and more. Key features include reporting, lead generation, marketing automation ... Read more

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Bitrix24

Bitrix24 is a client management solution that provides a platform for businesses to organize and track interactions with potential or existing clients and partners. The software allows users to log and manage client interactions, ... Read more

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ProfitWell

ProfitWell is a churn management solution designed to help businesses improve conversion rates and automate churn reduction using a white-labeled platform. Supervisors can leverage multiple data points to gain an overview of recov... Read more

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Zendesk

Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features an... Read more

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Acquire

Acquire is a real time customer engagement platform that provides all your sales and support in one widget with live chat, email, video calling, SMS, chatbots, cobrowse and screen share. Acquire equips you with the tools to r... Read more

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Salesforce Essentials

SalesforceIQ is a cloud-based customer relationship management (CRM) solution suitable for small to medium-sized businesses across a variety of industries. Key features include sales automation and a customer interaction database.... Read more

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Vivantio

Vivantio is a service management solution that allows users to create custom processes that align with internal business operations. Key features of the solution include dashboards, charts and reports, routing, assignments and for... Read more

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Thought Industries

Thought Industries offers a cloud-based customer training platform designed to suit the needs of business across multiple industries including software, manufacturing, professional training, continued education, continued medical ... Read more

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Froged

Froged is a customer success solution designed to help businesses manage processes related to behavior tracking, live chat, email marketing campaigns, and more to improve clients' experience with the brand. CS agents can send pers... Read more

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LiveAgent

LiveAgent is an online live chat platform for e-commerce businesses at the small and midsize level. The platform offers live chat application, ticket management, online self-service portals and change and license management, all a... Read more

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Channels

Channels is a customer service solution for call centers and client success teams that offers tools including channel management, live chat, call management, eCommerce integration, contact history, and more. With Channels, users c... Read more

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Buyers guide

Businesses play a major role in the success of their customers. In today’s competitive market, thriving enterprises are not only about making sales but also ensuring clients get full value from the product they've purchased.

Businesses, therefore, are focussed on building strong relationships to boost customer retention and prevent churn. They regularly monitor the customer lifecycle as well as use data to understand buyers' needs and preferences, which helps increase customer satisfaction.

Customer success software offers the insights and business intelligence companies require to make their customers successful. It facilitates customer communication, offers behavioral analytics, centralizes data storage, and automates workflows to help customer success teams perform better.

To assist you in selecting a customer success platform that's right for your business, we've created a buyers guide that has all the information you'll need.

Here's what we'll cover:

What is customer success software?

Customer success software is a software solution that helps businesses monitor the customer lifecycle, engage with clients, offer personalized support throughout the customer journey, and foster strong relationships even after closing a sale.

It enables them to identify signs of customer churn and dissatisfaction, such as a fall in product usage or an increase in support ticket volumes, and resolve these issues before they turn into full-blown crises. This ensures proactive customer service and increases customer loyalty.

Consolidated activity dashboard in SmartKarrot (Source)

Common features of customer success software

Here are some common features most buyers seek when purchasing a customer success platform.

Customer data management Store customer information at a centralized location. This information can include details about previous interactions (on emails, calls, live chat, etc.), ticketing history, website activities, billing details, and more.
Customer account health monitoring Access key metrics such as product usage data, customer sentiment and behavioral data, and the net promoter score (NPS—i.e., users’ willingness to recommend your company) to calculate customers’ satisfaction and account health scores.
Alerts and notifications Receive alerts when there’s a drop in the NPS, an increase in customer support tickets, a fall in revenue, or other similar events, so you can identify issues and mitigate them proactively. You can also receive notifications for upcoming customer account renewals or pending activities, such as billing follow-ups.
Workflow management Streamline workflows by managing tasks that affect customer experience. For instance, you can define a structured workflow, with step-by-step tasks, to onboard a new customer. Assign these tasks to your agents, set due dates, add details or comments, and attach relevant documents.
Reporting and analytics Access key metrics related to customer churn, customer account health, revenue forecasts, and more to measure how well your customer success strategy is performing.
Email automation Schedule emails to inform customers about company updates, product upgrades, new features, etc. You can also send automated emails to prospects, informing them about your offerings and relevant discounts.

What type of buyer are you?

Before you start evaluating customer success platforms, you'll want to know which buyer category you belong to. Most buyers belong to one of the below categories.

  • Startups (fewer than 100 employees) and small businesses (up to 500 employees): These buyers are usually companies with products that have limited customer outreach, so their focus is on marketing their products better. They want to get new customers as well as retain the existing ones. These buyers should opt for a customer success tool with outreach capabilities (emails, social media communication, etc.), basic reporting, and customer account health monitoring to increase customer engagement and reduce churn.
  • Midsize and large business (over 500 employees): These buyers have a steady customer base and a large product portfolio. They’re more focused on automating workflows to manage multiple customers and save time. They’re also interested in identifying upselling and cross-selling avenues through their existing customers. Such buyers should choose a customer success platform with advanced reporting and customer behavior analytics, so they can tap into more upselling and cross-selling opportunities.

Benefits of customer success software

There are several benefits of using customer success software. Here are a few of them.

  • Data-based business decisions: The reporting functionality of a customer success solution provides insights into customer satisfaction, churn rates, support ticket volumes and trends, customer health score, and more. These insights help you make data-backed business decisions to identify product improvement areas and mitigate other customer experience-related issues.
  • Higher customer retention: The software lets you collect feedback and track the NPS to analyze customer sentiments and satisfaction levels. Equipped with this information, your customer success team can identify issues and address them proactively to keep customers happy, which will ensure higher client retention.
  • More time-saving: The tool can help your customer success management (CSM) team streamline workflows by automating routine, time-consuming tasks. With automated workflows, your CSM team will spend less time on administrative work and focus more on helping customers achieve success.

Market trend to understand

Here’s a market trend related to customer success technology that you should be aware of.

  • Innovative use of artificial intelligence (AI) to ensure customer success: Businesses are increasingly investing in AI to get insights into customer behavior and understand their needs better. Customer success software equipped with AI technology can mine customer data to offer intelligent inputs, such as revenue expansion opportunities. Businesses can also use AI to get personalized recommendations for individual customers, resulting in better customer success rates.

Note: The application selected in this article is an example to show a feature in context and isn’t intended as an endorsement or a recommendation. It has been obtained from sources believed to be reliable at the time of publication.