What is Customer Success?
Customer success is a process and business mindset of improving customer satisfaction levels while using your product or services.
Experts in customer success have many creative ideas for bringing in new customers, keeping old ones around, and increasing revenue and value in various ways.
TABLE OF CONTENTS
11 Best Customer Success Software
Experts in customer success have many creative ideas for bringing in new customers, keeping old ones around, and increasing revenue and value in various ways. However, more than conceptualization is required. The best customer success software trending is the innovation you need. A resource that can aid in solving problems encountered by customers at every stage of their experience, from signup to cancellation.
Implementing customer support software as your team expands is crucial to keep everyone on the same page. This tool will give you a complete picture of your clients and their journey with your company. It helps you measure and improve your lifetime value to the customer and ultimate business growth.
What Is Customer Success Software?
Customer success software is a tool for businesses that provide an all-encompassing picture of customer interactions, including conversations, feedback, behaviors, product usage trends, health scores, and more.
A consolidated view of your customers is possible with the help of customer success management software, which is readily integrated with your customer relationship management system, email accounts, project management tool, survey platform, etc. Your customer success team can also learn what techniques are succeeding and what could be modified.
Advantages of Using Customer Success Software
All of your hard work to ensure customer satisfaction may be a drop in the ocean if you don’t have a powerful tool to track client interactions.
Let’s look at the best reasons to use customer success software to see how it can revolutionize your company.
1. Take charge of all interactions with clients
Various channels exist for receiving customer feedback. Some customers prefer to use the website’s live chat feature, while others prefer to send an email.
You’ll need a reliable system to keep track of your interactions with customers in this situation. Every message your team receives can be logged, distributed to the appropriate individuals, sorted by urgency, and responded to in real time.
You may also see every customer’s whole conversation history to figure out why they’re calling now.
2. Make sure everyone is on the same page.
Everything can go smoothly with a centralized system to track consumer communications, health, and activity. Without a method to measure and track the performance of customer retention tactics, your customer success team will be flying blind.
On the other hand, if your team uses cutting-edge customer success software, everyone will have instant access to the information they need to impress clients consistently. They can communicate with one another and clients, as well as answer customer questions and comments.
3. Keep an eye on how customers feel
Businesses that focus on their customers’ needs and satisfaction typically see an increase in revenue of 4-8% compared to their rivals.
Leading customer experience metrics like CSAT (customer satisfaction), NPS (net promoter score), CES (customer effort score), and so on can all be tracked with the use of customer success software. Regular and in-depth analysis of these metrics will reveal the customer experience’s weak points and how they may be improved.
The satisfaction of their customers has become paramount to any company. Brand surveys are more commonplace than texts from long-lost friends.
Common Features of Customer Success Software
Different customer success tools offer varying combinations of features. However, several essentials must be taken into account.
1. Health Score
Experts in customer success employ a metric called “health score” to determine whether or not a customer is in danger. Your staff will have more data, allowing them to upsell to happy clients and reduce customer churn.
2. Automating Capabilities
Time and effort can be saved, and output increased with the help of robust automation tools. The best-qualified individuals in your team can be automatically assigned to specific tasks. Similar alerts or notifications can be shared automatically with personnel to keep them informed about the customer journey.
The greatest customer success platforms also include chatbots, a unique feature in and of itself. Your chatbots can be tailored to your specific requirements and available around the clock on your website. For repetitive tasks like appointment confirmations, lead generation and customer service are two areas where bots are invaluable.
4. Self-Serve Knowledge Base
Customer satisfaction can be maximized by developing an appropriate platform for self-service. An excellent illustration of this is a comprehensive database of frequently asked questions (FAQs), articles, videos, and other tools your consumers may use to solve their problems.
5. Surveys CSAT and NPS
Customer satisfaction can only be tracked through the distribution of appropriate questionnaires. The CSAT survey can be sent to determine how satisfied clients are with your business, including customer service, products, and the onboarding process. The Net Promoter Score (NPS) is another tool for discovering your most devoted customers.
Top 11 Best Customer Success Software Platforms
Part I – Software for customer feedback
Customers’ wants and expectations must be identified and met before any other success can be achieved. And asking clients directly is the greatest approach to understanding those needs. As a result, you should begin your quest for customer success with an emphasis on proactive feedback collection.
Sending CSAT, NPS, or CES questionnaires to your customers is a great way to gauge their opinions.
After a consumer has finished setting up a product, you may ask them a CES (customer effort score) survey question such as, “How easy was it to set up [Product]?” Based on their response, you can then proceed accordingly. For instance, you can include a setup instruction if they had trouble getting things set up.
Refiner (full disclosure: our tool) was developed specifically for current SaaS businesses. It allows you to quickly build and send micro surveys to all or a subset of your users.
The three most common customer success surveys (CSAT, NPS, and CES) can all be done by you (customer effort score). Also, Refiner can be used for user research, product management, growth marketing, and more.
Features of Refiner
- Surveys made with Refiner can be sent through email, an in-app widget, or survey pages.
- Analyze survey findings with Refiner reporting and segmentation.
- Send survey findings to your email and Slack channel so you can act quickly.
Plans and Pricing of Refiner
Refiner customer feedback tool has simple pricing that scales with your needs. No matter in which stage you are, Refiner has the right pricing plan for you. Start with a 14-day free trial today. No credit card is required.
Part II – Software for customer service
Customer service software is essential for ensuring the success of your business, as this field is increasingly focused on proactively assisting customers. From account creation to termination, your team will be able to help consumers with ease.
2. Help Scout
Live chat, inbox management, in-app messaging, and more are just a few of HelpScout’s many offerings. The Knowledge Base is the main reason I suggest this program
Self-service is made possible for customers thanks to a help center that can be set up quickly and stocked with articles and answers to frequently asked problems. Customer service is improved, as agents spend less time fielding questions and responding to tickets. HelpScout estimates that you can cut support requests by 20% or more.
Features of Help Scout
- Collaborate with your team using a central inbox for all email support inquiries.
- To build a knowledge base, you can have a central location for questions and put up answers in all other areas (through beacon, popover, sidebar, live chat, etc.)
- Real-time chit-chat with customers via a chat window.
Click here for Help Scout Pricing
If your SaaS has a knowledge base and email support and wants to add live chat for customer success, you can forego HelpScout.
Social Intents is an excellent choice if you only need a live chat feature. It enables your team to hold discussions in the internal communications platforms (like Slack or MS Teams) where they already spend a lot of time. Each support staff member can communicate with one another using their preferred channels, allowing you to assign the best available representative to each chat. When taken as a whole, it improves the effectiveness of real-time communication.
Features of Hiver
- The chat widget can be styled and coloured to your liking, with user-defined text and default responses also available.
- Make a chatbot to interact with your consumers and respond to their frequently asked questions.
- Except for the most basic plan, all your team members can participate in group chats simultaneously, thanks to unlimited agents.
Social Intents Pricing
Social Intents offers 14 days Free Trial plus a 100% no-risk guarantee!
Your account and data are fully protected and there are no contracts and you can cancel anytime.
For customer success teams, Upscope is a no-download, interactive screen-sharing tool. Your agent can take control of the customer’s screen, co-browse, and resolve difficulties when the customer is having trouble following instructions through the usual communication channel (chat, phone, email).
Features of Upscope
- Your client will not have to go through the hassle of installing a programme like TeamViewer.
- SSL has turned on automatically, the user can hide sensitive information, and access is restricted to just the website. Thus, it’s safe.
- Upscope integrates with the industry’s leading live chat systems, including Intercom, ZenDesk, LiveChat, and more, allowing you to move fluidly between live chat and the user’s screen.
Upscope offers 2 week’s free trial.
You should use CloudTalk if your customer success team handles phone support internally. It’s a programme designed to streamline operations in call centers.
Features of Freshdesk
- Use toll-free lines, transfer your current phone number to CloudTalk, build elaborate call routing systems with automated greetings and transfers, host video and audio conferences, record calls, and more using CloudTalk’s voice services.
- Use a workflow architecture that considers agent availability, caller preferences, and other factors to determine best how to distribute incoming calls.
- The time-saving click-to-call, power-dialing, call-tagging, transfer, campaign, etc. capabilities are just the beginning.
- To streamline your processes, your software must be compatible with various others. Transfer call logs straight to the customer relationship management system.
CloudTalk offers flexible pricing for every business, at any stage.
You can try any plan for free for 14 days. No hidden fees.
Part III – Software for Tracking Customer’s Health
Tools for monitoring a customer’s health provide you with a glimpse into the relationship’s potential future. OK, to some extent. The customer health score is a metric used by customer success teams to identify whether a customer is healthy or at risk, and it may be measured using these tools.
When it comes to expanding B2B SaaS businesses, Custify is the gold standard customer success solution. This program ensures that your product will be used and helps cut down on customer churn. By tracking key performance indicators (KPIs), Custify reveals where your product falls short and suggests ways to improve it. You will have a comprehensive view of your customer’s health and success.
As a result of using Custify, customer success teams can gain insights into the customer lifecycle that will allow them to serve their clients better.
A proactive strategy for customer success is made possible by centralizing all relevant customer data in an intuitive dashboard.
Features of Custify
- Complete insight into your customers’ health and behavioral patterns.
- Workflows for ensuring the satisfaction of wholly automated customers.
- Health scores can be adjusted in several ways.
Custify offers flexible prices with endless features and functionality.
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7. Akita App
Task management, renewals, onboarding, retention, and customer health are just some of the SaaS customer success capabilities included in Akita.
It gives each customer a score that indicates how likely they are to churn or how ready they are to be upsold. On the contrary, customer success workflows can be automated and timely action taken depending on risk levels.
Reminding customers of a feature in their subscription plan that they haven’t used but that is essential to their success with your SaaS is one strategy for lowering churn.
Features of Akita App
- Receive customer health warnings in your inbox so you can take immediate action.
- Make use of customer segmentation to focus your efforts on optimal customer success.
- By creating a series of activities for a subset of clients, you may automate your customer success workflows with the help of “workflow triggers.”
Akita Customer success app for SaaS offers 14 days of a free trial. Also, they offer a 20% discount on monthly or yearly subscriptions.
Part IV – Tool for Customer Data Analysis
To enhance the customer experience and keep loyal patrons returning, it is crucial to gather information on their level of participation. Each user’s interactions with the website and SaaS product are recorded by an analytics tool designed to monitor client success.
Additionally, it does an in-depth analysis of all data to produce reports with insightful conclusions.
Mixpanel is a customer-data-tracking tool that works on both online and mobile platforms. It reveals information about sales, churn, usage, retention factors, customer wellness, and more.
You may discover where and why leads need to convert using the data it provides. How your clients use your SaaS is also examined so that you can get an unbiased view of what features are most valued. The reports also reveal the underlying cause of the observed retention and attrition rates.
Features of Jitbit
- With the help of behavioural analytics, you can track your customers’ every move after they sign up.
- Users can be categorized in any way they like depending on their behavior or attributes, and the resulting data can be mined for helpful information.
- Metrics can be calculated at the company or account level using “group analytics.”
- 50+ integrations with services such as Amazon Web Services (AWS) for its data warehouse, Apptimize for split testing, etc.
Mixpanel offers a standard pricing plan for every product.
It also offers a great free plan with 100K monthly tracked users. Know more.
9. Chart Mogul
ChartMogul is another app that can help you examine data and identify trends. MRR, ARR, LTV, churn, and other revenue indicators are the primary focus. However, using its segmentation tool will discover key retention drivers and other organizational improvement opportunities.
Features of Salesforce Help Desk Tool
- Straightforward User Layout: The app’s graph-based interface makes it easy to see all of the relevant SaaS metrics at a look.
- Thanks to its integration features, use Zendesk, Intercom, Slack, Zapier, and Segment with ChartMogul.
Chart Mogul Pricing
Chart Mogul offers a free trial. Also, they offer pricing is based on your monthly recurring revenue.
Part V – Churn Rate Reduction Tools
The churn rate can be lowered by the measures taken by your customer success manager with the help of any of the tools above.
On the other hand, these resources are designed to specifically prevent clients from leaving at the last minute
If a consumer chooses to terminate their subscription, Brightback goes to work immediately. Displays personalized retention offers depending on user input. Displaying a pop-up offering a discount, having a customer success manager initiate chat to see if the issue can be resolved, etc.
Additionally, Brightback gathers feedback on why consumers are departing. You may take steps to eliminate the specific causes of customer churn.
Features of TeamSupport
- Show customers’ offers for pauses, savings, plan modifications, extensions, feedback, assistance, and training in a unified offer library.
- Integrate with billing and customer tools like Recurly, ChargeBee, Segment, Slack, etc.
A free trial is available. Also, they may custom price plans based on the usability of the tool.
11. Zoho Desk
Improve team efficiency and patron satisfaction with Zoho Desk, a free customer success platform. Whether a client contacts you via social media, email, chat, or the phone, you may respond to them in the medium of their choice.
A sophisticated knowledge base for your website, SaaS product, or mobile app is within your reach with the help of this tool. This is a fantastic method of reducing support calls and empowering consumers to handle simple problems independently.
Features of Zoho Desk
- Establish a chat room where clients may ask questions and get answers online.
Use automatic notifications to keep staff updated.
- Connect to Zoho CRM to centralize all your customer data.
- Maintain control over service level agreements and escalate problems when they are not met.
- Make your support hub look like your company.
Zoho Desk Pricing
15 days free trial is available.
Click Zoho Desk Pricing for more price options.
Best practices for finding customer success software
Over the world, customer success teams are rapidly automating more and more processes to increase productivity, monitor the customer experience, and analyze product usage trends. One helpful tool that might assist your team in reaching these objectives and shifting their focus to the client is a customer success tool.
At this point, you should realize that your SaaS business will lose clients regardless of the quality of its products, marketing efforts, or advertising if it has a well-structured support team that uses efficient customer success solutions.