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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
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
UserGuiding is a digital adoption and user onboarding platform that allows businesses to easily build interactive product guides using no-code tools. It can be used to design and create various onboarding flows, such as manuals, t...Read more
CustomerGauge is a customer experience solution, which helps businesses calculate net promoter score (NPS), predict churn rates and collect and organize customer feedback. It enables CX teams to embed review requests in survey cam...Read more
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:
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.
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. |
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.
There are several benefits of using customer success software. Here are a few of them.
Here’s a market trend related to customer success technology that you should be aware of.
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.