If you are here, you already know how imperative customer success software is for your business. That being said, there are myriad tools to choose from today. So, which is the right choice?
After all, the success of your company's product or service depends largely upon customers' post-purchase experiences. A customer is more likely to be loyal if he achieves the desired outcome through your company.
To make it easier for you, we bring you the 13 best customer success software that can be a game-changer in 2024. It will let you automate a major part of your work and boost your sales efforts to optimize and track the effectiveness of your strategies while reducing churn.
Let's dive in!
What is customer success Software?
Imagine going to a grocery store that has everything you need. It makes your shopping experience better and adds a sense of ease. That's what comprehensive and robust customer success software feels like.
It converges different aspects, like customer engagement analytics, product usage tracking, customer health scoring, churn, etc., into a single place. The best customer success software pulls in data from various company sources and tailors a 360 view for the customer.
Also, most bring you a wide array of integrations like email, CRM services, live chat, customer support tickets, and more. Simply put, customer success management software is a tool that helps you keep your customers happy without breaking a sweat.
13 Essential customer success software and tools for growth
Without further ado, let's take a look at the top customer success management software you can choose from.
1. Fireflies.ai
Communication forms the core of customer success. Without effectively engaging with the customers, businesses can’t comprehend users’ problems. In short, effective communication is a prime user-centric strategy.
Customer success teams have to reach customers to ease their journey before hurdles occur via call or video conferencing. But talking and jotting meeting notes from every call with customers is counterproductive and resource-draining.
Further, multitasking during the meeting by taking notes distracts you from the conversation. With Fireflies.ai, you can generate rich digitized notes of every meeting while still focusing on the interaction with the customer.
Fireflies automatically records, transcribes, and saves meeting notes within minutes. You can automatically push meeting notes to your CRM (Salesforce, HubSpot, etc.) and eliminate manual data entry.
Customer success teams also get the advantage of collaborating on meeting notes, including critical customer concerns, with executives and managers. The tool leverages machine learning, neural networks, and voice analytics to scale customer success efforts.
Key Features:
- Transcribe meetings from various video-conferencing apps, dialers, and audio files with 90%+ accuracy and in over 60 languages, including Portuguese, Spanish, French, Arabic, German, Dutch, Korean, Russian, Japanese, Hindi, and Italian
- Invite Fireflies Notetaker to your calendar meetings
- Capture video and audio, generating transcripts within minutes
- Create impactful audio clips, called Soundbites, from your meetings and organize them into playlists
- Seamless integration with apps like Google Meet, Zoom, Teams, Webex, RingCentral, and Aircall
- Review a 1-hour meeting in just minutes using Smart Search AI filters and Topic Tracker
- Instantly view action items, tasks, questions, and key metrics with a single click
- Filter and listen to crucial topics discussed in your meetings
- Measure performance and enhance sales, recruiting, and internal processes
Pricing: Offers free plan and pro plans start at $10/user/month.
💡 Ready To Take Customer Experience To A Whole New Level?
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2. HubSpot Service Hub
The growing demands of customers require quick resolution across various channels. This means that the customer success team must be ready 24/7 to address the issues.
However, for most teams, the data and tools reside across multiple sources—which causes a lag in response. HubSpot Service Hub helps bring together all the data and channels in a single place. It also allows CS teams to scale support by automation.
As a result, your team can dedicate their time to proactively delighting, retaining, and growing the customer base.
You can easily integrate Fireflies with HubSpot to enhance your customer success efforts.
Key Features:
- Offers customer portal to keep ticket conversations going
- Knowledge base and omnichannel messaging
- Inbound calling and live chat
- VoIP Calling
Pricing: $0/month USD (Free)$18/month USD (Starter)$450/month USD (Professional)$1,200/month USD (Enterprise)
Neha Kulshreshtha
3. Freshworks
Freshsuccess by Freshworks is a customer success software that helps you reach your goals faster. This tool follows a data-driven approach to manage customer journeys, retain customers, and give an overview of the effectiveness of customer success projects.
With Freshsuccess, you can schedule emails based on customer behavior. Further, it helps track customer health scores as per product usage, support tickets, NPS, and CSM scores. This customer success software also provides custom dimensions and critical metrics.
Informative dashboards, modifiable accounts, a responsive customer team, and other features make Freshsuccess a prime choice for SaaS business.
Key Features:
- Automated alerts
- Churn analysis
- Renewal management
- Customer health monitoring
- Data Analytics
Pricing: $79 per user per month
4. Custify
Custify is a highly sought-after customer success software for SaaS that enables businesses to track and manage customer engagement and health. This customer success management software provides features to boost product adoption and reduce churn.
The process involves gathering all customer data in a single unit, implementing alerts and notifications, and automating low-touch customer success workflows. A standout functionality is Customer 360, where you can get an overview of the entire customer lifecycle within minutes.
Another great benefit of Custify is robust onboarding support; it just takes hours to set up, not weeks.
Key Features:
- Product adaptation and success
- Upsell opportunity identification
- Customer lifestyle understanding
Pricing: Contact Sales
5. Gainsight
Gainsight is one of the best customer success software out there. It is a robust and feature-laden CSM software—which makes it unique in the market. The intuitive platform empowers customer success managers by providing insights, collecting feedback, engaging customers, transforming product experience, and revenue optimization.
The standout feature of Gainsight is its Customer Health Score—which gives each customer a score depending on their satisfaction level. Equipped with machine learning capabilities, this tool feeds past customer data and behavior to make accurate predictions.
Key Features:
- Offers effective customer handling
- AI-powered workflows
- Strategic customer segmentation
- Customizable dashboards
- Customer feedback integration
Pricing: Contact Sales.
6. ChurnZero
ChurnZero is a real-time customer success software designed for SaaS businesses struggling to reduce customer churn. One of the prime features of ChurnZero is the flexibility to integrate with CRMs to streamline the CS workflow. This CSM tool helps businesses:
- Understand how their customers use their product
- Assess their health and their chances of renewal
- Automate and personalize the customer experience with timely and relevant touch points, including in-app content
Key Features:
- Customer lifecycle management
- Account management
- Usage tracking
- Customer health score
- Revenue management
Pricing: Contact Sales.
7. Totango
Totango is one of the fastest-growing customer success companies, with clientele that includes Zoom, SAP, and Google. The CSM tool brings a state-of-the-art platform to drive customer engagement across every touchpoint in the customer lifecycle.
With Totango, you get real-time access to customer health and alerts to risks and opportunities. This customer success software helps you proactively engage with customers to improve evaluation, streamline onboarding, drive product adoption, improve renewal rates, and, thus, revenue growth.
Automated workflows inside Totango offer a visual representation of customer relationship hierarchies for rich insights. However, this CSM tool has drawbacks like limitations in integrations, but the intuitive UI and insightful dashboards make up for it.
Key Features:
- 360-degree customer health view
- Flexible and scalable
- Collaborative customer portfolio management
- Automated customer engagement
Pricing: Started: $2,988/yr; Enterprise: $18,000/yr; Premier: Custom
8. Staircase AI
AI is the norm today. So, why miss out when it comes to customer success software?
Staircase AI is a customer success and intelligence platform that can turn customer teams into revenue streams. It is a tool that connects with your email, ticketing system, Slack, and other communication tools. It works with your CRM system to identify churn and growth opportunities.
Key Features:
- AI-generated health scores
- Analysis of customer churn
- Reports on efficiency
- Key Performance Indicators (KPIs) for stakeholders
Pricing: Contact Sales
9. Planhat
One of the best customer success tools, Planhat, is built to provide insights to boost customer success efforts. It offers a simple, clean, and intuitive user interface, which makes navigation swift.
Planhat pulls all your customer data to evaluate health scoring and customer insights in one place. This customer success tool has standout fail-safe features for product engagement, analytics, data security, etc., along with a wide array of integrations.
Additionally, you also have an email box to keep track of conversations with the customers. If you’re searching for an effective onboarding CS tool that builds playbooks and workflow and offers revenue management for subscription businesses, Planhat should be your choice.
Key Features:
- Offers AI and automation in workflows
- Customized dashboards and real-time reporting
- Collection of customer feedback through surveys
- Customer data management
Pricing: Contact Sales
10. ClientSuccess
ClientSuccess is another popular customer success software for Saas that helps manage and grow the customer base and build customer loyalty. Thanks to its Customer Success Management Platform™, this CS tool provides rich customer analytics, actionable insights, and best practices to reduce churn, increase revenue, and maximize the customer’s lifetime value (LTV).
Further, you get features like reminders for upcoming deadlines, vast third-party integrations, and communication management. ClientSuccess is a versatile Saas support solution for front-line CS reps, managers, and executives. However, reporting is limited, and integration features could have been better.
Key Features:
- Customer data management
- Customer feedback and surveys
- AI and workflow automation
- Customer segmentation
Pricing: Contact Sales.
11. Catalyst
Another one on our list of best customer success software is Catalyst. This is great software if your main focus is customer retention. It helps you convert your existing customers as a source of revenue.
Also, this customer success software focuses on consolidating customer data into a single dashboard. Further, with its automation features, Catalyst helps businesses understand the reasons behind customer churn while simultaneously identifying opportunities for upselling and expansion.
Key Features:
- Manages customer data effectively
- Automates workflows with AI
- Segments customers strategically
- Utilizes custom dashboards for real-time insights
Pricing: Contact Sales
12. Accelo
This customer success software is designed for service-based companies. The tool offers rich features to help service businesses manage client work from prospect to payment. That's not all.
Accelo offers an easy-to-use interface with automation tools that allow companies to run on a cloud-based platform. Accelo brings you features like automatic email capture, automated timesheets, and custom reporting to streamline client and account management.
Further, its intelligent business process sends automated alerts when you’re going off track, forecasts the future, and aids revenue management.
Key Features:
- Comprehensive client lifecycle platform
- Centralized client interactions
- Resource management optimization
Pricing: Professional: $50/month/user; Business: $70/month/user; Advanced: $90/month/user; Elite: Contact Sales
13. Medallia
Medallia is one of the leading customer success software that helps businesses capture real-time feedback, analyze insights, and drive improvements.
Medallia enhances customer satisfaction and loyalty in a hassle-free manner. A user-friendly interface ensures you make data-driven decisions and delivers an impactful experience across industries.
Key Features:
- Real-time analytics
- Customer journey mapping
- Advanced text analytics
- Employee experience management
- Collection of customer feedback through various channels
Price: Contact Sales
The Takeaway
Now, you must have understood the importance of having efficient customer success software, especially in 2024. With an increasing customer base, managing the entire customer lifecycle manually becomes tedious.
That's where customer success management software comes in handy. Customer success tools provide tremendous leverage, from customer health score and segmentation to increasing engagement.
However, make sure you pick a tool according to your needs.That said, one tool that truly stands out has to be Fireflies. Here are some of the reasons why:
- Automatically records and transcribes meetings in 60+ languages
- Generates customizable meeting summaries with overviews, action items, and time-stamped outlines
- Facilitates collaboration with shareable audio snippets (Soundbites) and customizable playlists
- Enables coaching through threaded comments and flagged moments in meeting transcripts
- Enhances accuracy with custom team vocabulary and offers a Smart Search feature
- Utilizes AskFred, a GPT-4 powered bot for answering questions and generating follow-up emails
- Extracts actionable insights with Conversation Intelligence metrics and Topic Tracker
- Integrates with 40+ apps, including Teams, HubSpot, Slack, and Zapier
- Ensures meeting security with SOC 2 Type II, HIPAA, and GDPR compliance
- Provides dedicated Private Storage for organization data storage
FAQs
Is customer success software the same as CRM?
No, CRM and customer success software are different. While CRM manages customer interactions and sales, customer success software focuses on enhancing customer satisfaction and ensuring ongoing success.
What are the tools used by customer success managers?
Customer success managers use various tools, including analytics platforms, communication tools, customer success software, feedback tools, and more, to ensure customer satisfaction and retention.
