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12 Best Customer Success Software to check out in 2020

Athira Unnikrishnan

8 min read

So, you and your team have burned the midnight oil and pulled all the stops to deliver a stellar product. And probably you are quite happy about it, but here arise the crucial questions.

Are they, your customers, happy?

Has this ‘stellar product’ of yours helped deal with your customer’s requirements?

You would probably think they have but in reality, what if they haven’t? Then you are at the risk of losing your customers. Now, that’s a scary prospect! But worry not. You can completely erase such a possibility by resorting to a good customer success platform.

What is a Customer Success Software?

Essentially, a customer success software helps you deliver products/services that actually comply with client needs by managing and bringing their real-time data in one place, thereby ensuring customer satisfaction and retention.

What are the benefits of a good customer success software?

A good customer success software will help you :

  • Improve Customer Engagement
  • Recognize the cross-selling and up-selling opportunities
  • Bring down churn rate
  • Hyper-target customers
  • Predict Customer Behaviour

12 Best Customer Success Software of 2020

Customer Success is one important aspect that decides the growth of your business and you definitely don’t want to get it wrong. Well, we’ve made things easier here. We have listed out the best of the best customer success software of 2020 as per the recommendations of our experts. Go on, take a look!

  1. Gainsight
  2. Totango
  3. Natero
  4. ChurnZero
  5. ClientSuccess
  6. Amity
  7. Planhat
  8. Customer SuccessBox
  9. Akita
  10. Strikedeck
  11. SmartKarrot
  12. Custify

1. Gainsight

Finding a customer success executive nescient of a platform like Gainsight would be quite a task, that’s how popular the customer success software is! The tool provides definitive customer success solutions supported by a repository of features. You can measure and assign a score to each customer based on their level of satisfaction using their almost flawless customer health score feature.

The seamless integrations, automation, scorecard, and Call to Action functionalities also help optimize the procedures for a smooth workflow. Furthermore, powered by machine learning, the customer success tool, makes predictions based on customer data and previous customer behavior.

GainSight provides definitive customer success solutions supported by a repository of features.

Collect feedback, conduct surveys using their survey tool, enhance customer engagement, retain customers and boost customer success effortlessly using Gainsight but do watch out for the steep learning curve and unannounced ‘banishment’ of the not-so-popular features.

Pricing: Contact to get a Quote

2. Totango

Totango is yet another popular customer success software driving efficient customer success solutions for numerous enterprises. The platform has an eminent clientele that includes business giants like SAP, Zoom etc.

Track customer trends, health and usage via an array of top-notch features like easy-to-use-account management, customer relationship hierarchy and segmentation. The aforementioned enables automated workflows for revenue forecast, visual representation of customer relationship hierarchies across various product lines and customer segmentation, thereby allowing your customer success team to deliver personalised services to the clients.

Totango is a popular customer success software driving efficient customer success solutions for numerous enterprises.

Yes, the customer success software does have some drawbacks to name; like its limitation in providing reliable integrations and the complications in the initial set up but the friendly UI, customizable dashboards, insightful reports, and the myriad of features really make up for its downside.

Price: Contact for a Quote

3. Natero

Essentially a customer success software for SaaS enterprises, Natero follows a purely data-driven approach to help you get into the good books of customers. Assisted by machine learning, the customer success tool helps you manage the customer journey, retain consumers, and procure comprehensive views on customer success by predicting the complexity of customer projects.

You can schedule emails based on customer behavior and keep track of customer health scores in Natero which are assigned as per the product usage, support tickets, NPS, and CSM scores. Customer success software also offers custom dimensions and computed metrics.

Natero follows a purely data-driven approach to help you get into the good books of customers.

With intuitive dashboards, easy-to-edit accounts, a responsive customer support team, and other useful features, Natero would have made for a decent customer success software. However, the limited reporting abilities and unstable API connection have undermined the platform.

Price: Contact for a Quote

4. ChurnZero

If flexibility is what you have in mind, then ChurnZero ought to be your go-to customer success tool. The platform is designed to integrate with CRM systems making the workflow so much effortless and faster!

The real-time customer success platform boasts of a sleek UX, a series of integrations, an intuitive dashboard, and insightful analytical reports. They also offer features like customer lifecycle management, usage tracking, account management, health score and revenue management etc.to ease up the workflow.

ChurnZero is designed to integrate with CRM systems making the workflow so much effortless and faster.

Understand consumer behavior, assess customer retention and customer health, and provide a personalized experience to your customer with ChurnZero. Except for the slight hitch in the initial set up and implementation, ChurnZero is quite good as a customer success software.

Price: Request for a Quotation. Free Demo available.

5. ClientSuccess

ClientSuccess is one of the best customer success tools that can support you in retaining customers and growing your customer base. You can procure and track specific, detailed scores on customer health, product usage, engagement, and advocacy, thanks to trademarked Client Success success scores. You even have reminders for upcoming deadlines, third-party application integrations, and communication management.

ClientSuccess is one of the best customer success tools that can support you in retaining customers and growing your customer base.

The most attractive element of the tool is its super-intuitive user interface and its ever responsive customer support system. However, the sophisticated learning curve, poor analytics, and substandard integrations might not make it the best choice.

Price: Request for a Quote. Free Demo Available.

6. Amity

Claiming to be the ‘ flexible customer success platform’, Amity has all that it takes to streamline and implement your customer success strategies. This intuitive tool supported by a multitude of integrations offers a specific view of data from the CRM, support, email etc. that pertains to individual customers.

Like any other standard customer success software, Amity too offers features like health score, analytics, customer segmentation, knowledge management, and many more. The SmartPlayBooks of Amity is simply automation at its best! You can automate manual, data-driven, repetitive processes with so much ease.

Amity offers features like health score, analytics, customer segmentation, knowledge management and many more.

Easy configuration and task management help further in amping up your customer success solutions though the cluttered interface of the software may cause a slight hiccup.

Price: Request for a Quotation. Free Demo available.

7. Planhat

Planhat is a customer success platform that can be considered one of the best among its peers. This powerful tool allows you to set triggers and build playbooks to automate processes, thereby providing a virtual workspace for your customer success teams.

Planhat too offers fail-safe features for product engagement, data security, analytics, scorecards (representing customer health) etc. along with a series of seamless integrations. You also have an inbox for emails and chats so that you don’t miss any interactions with the customers.

Planhat is a customer success platform that can be considered one of the best among its peers.

Owing to its efficiency and intuitiveness, PlanHat sure is a great customer success software. However, the UI needs a tad polish to improve engagement.

Price: Starts at $500 per month and $1 per customer a month

8. CustomerSuccessBox

CustomerSuccessBox is yet another customer success software designed specifically for SaaS. The intuitive tool helps you track customer success by considering various aspects like product adoption, usage analysis, relationship, risks, and financial services. Accordingly, you get a 360-degree view of your customers, health scores, and detailed visual analytics.

CustomerSuccessBox is a customer success software designed specifically for SaaS.

Trigger email campaigns and automate workflows, segment, and focus on individual customers throughout the entire customer lifecycle with the help of CustomerSuccessBox. Overall, customer success software is a decent choice.

Price: Starts at $499 per month.

9. Akita

Though comparatively new to the industry, Akita is quite popular as a customer success software and has been helping enterprises improve retention by providing smart customer success solutions.

Akita offers plenty of features like 360-degree customer view, customer segmentation, customer lifecycle management, customer health scores and analytics.

Akita offers plenty of features like 360-degree customer view, customer segmentation, customer lifecycle management, customer health scores and analytics.

You can automate your workflow supported by playbooks, 100+ integrations and data-driven alerts via the customer success tool. However, on the downside the tool’s pricey and the customer support system is unreliable.

Price: Monthly plan starts at $300 for 3 users ( Akita charges $100 for each additional user)

10. Strikedeck

Strikedeck is a customer success tool that was lately acquired by Medallia. Enhanced by AI and machine learning, the customer success software can help you spot churn risks, cross-selling as well as up-selling candidates. With a click-free dashboard powered by Customer 360 feature, you can view the real-time analytics of your entire customer base.

Strikedeck also provides you with a live customer happiness score by combining data from CRM allowing you to segment customers and provide personalized services.

Strikedeck provides a live customer happiness score by combining data from CRM allowing you to segment customers and provide personalised services.

The customizable dashboard, intuitive UI, integrations, smart playbooks, triggers, and action-based workflows, well – disposed customer support systems, etc. make Strikedeck a powerful customer success software.

Price: Contact for a quote.

11. SmartKarrot

SmartKarrot Inc. is a highly effective customer success software dealing with aspects of managing and creating awesome customer experiences, customer product adoption, comprehensive customer success solutions, and operations as one integrated platform.

The customer success tool helps track customer health, trends, detect early warning signs using an array of customizable customer success solutions like upselling and cross-sell, user adoption, churn reduction, and product success.

With SmartKarrot, you can manage multiple stakeholders at various touchpoints in a unified dashboard. Product usage heatmaps, popular product features, and client opinion can be easily accessed making it easy for client servicing teams.

Customer Success Software - SmartKarrot.

You can retain and grow your customer base with streamlined, specific, and detailed scores on customer engagement and advocacy.

SmartKarrot is a real-time customer success platform and is designed to integrate with multiple CRM systems making workflows not only faster and effortless but also intuitive.

SmartKarrot continues working towards innovating aspects like automation, prediction, and prescription to provide a great experience for their customers.

Price: Request for a demo.

12. Custify

customer success software - Custify

Custify is a great proactive tool for customer success teams because it allows them to oversee product adoption, usage, and get a full view of the customer lifecycle.

Custify’s customer success software comes with customer 360 profiles as well as customer segmentation.

If you want to keep an eye on your customers, the alerts and notifications from Custify will help you see who you need to reach out to.

The platform lets you proactively outreach in order to gain new customers. This tool helps you keep track of the health scores of your customers as well as their KPIs. Keeping your customers happy is easier with Custify.

Price: Starts at $199/month

These are our best picks for you. By now you probably would have realized how important it is for an organization to have customer success software. Well, it is better late than never, isn’t it? Read through our list, compare and find your best fit, employ the customer success tool, and see for yourself how it makes all the difference!

Athira Unnikrishnan

Content Marketer at SurveySparrow

Just a plain soul enthralled by the power of words and the aroma of food!

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