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Customer Success Software

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ChurnZero logo
Category Leaders

Customer engagement & retention for subscription businesses

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ChurnZero is a customer engagement & retention platform for customer success teams of subscription-based businesses to reduce churn & increase renewals

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Front logo
Category Leaders

How 8,000+ companies streamline customer communication.

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Front is a customer operations platform that enables support, sales, and account management teams to deliver exceptional service at scale. Front streamlines customer communication by combining the efficiency of a help desk and the familiarity of email.

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LearnUpon logo

Unlock the power of learning with LearnUpon LMS

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LearnUpon works with global organizations who want to make learning a central part of their growth strategy and supports over 1,300 customers worldwide including Zendesk and Gusto.

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Zoho Desk logo
Category Leaders

Superior customer service. Lasting experiences.

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Zoho Desk is a web-based customer service application that helps your company build stronger relationships with customers. With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use.

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Zendesk Suite logo
Category Leaders

Service-first CRM company that builds support & sales tools

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Zendesk is the leading cloud-based help desk software built with support agents in mind. All your customer interactions are in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and full customer history.

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Akita logo

Customer Success Software

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Akita is Customer Success software that helps you reduce churn and increase revenue from your existing customers through up-sell, cross-sell and expansion. Akita provides your CSMs with customer health scores, playbooks, intelligent alerts, customer journey management tools, success KPIs, and more.

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OnRamp logo

B2B customer onboarding made simple & scalable.

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OnRamp is dynamic customer onboarding software that helps you turn any high-touch customer process into a simple, guided experience. With OnRamp, customer onboarding and implementation managers can actually do more with less and deliver white-glove onboarding and enablement at scale.

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Product Fruits logo
Category Leaders

No-code user onboarding platform for any web-based app

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No-code product adoption platform for web-based apps. Create beautiful onboarding experiences to improve conversion & retention. Reduce support cost.

Our powerful feature set includes interactive product tours & walkthroughs; hints & tooltips; onboarding checklist; feedback widget and more.

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Custify logo
Category Leaders

Customer success solution for SaaS businesses

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Custify is a cloud-based customer success platform designed to help SaaS businesses manage customer engagement and churn rate in the recurring revenue model. Key features include KPI tracking, activity creation, task assignment, client communications, and audience segmentation.

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Method CRM logo

The #1 rated CRM for QuickBooks Desktop and Online users

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Method:CRM is the #1 rated CRM for QuickBooks users! Our powerful, two-way QuickBooks sync makes sure you always have the data you need to succeed. Plus, our 100% customizable platform means you can get the perfect CRM for your unique business needs.

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TeamSupport logo
Category Leaders

The complete B2B solution for great customer support

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TeamSupport's Support software is specifically designed to provide businesses with the context needed to effectively meet their customers' needs. Through an innately collaborative platform, Support ensures unified customer experiences that are positive and healthy.

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HubSpot Service Hub logo
Category Leaders

Cloud-based customer service solution for firms of all sizes

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HubSpot Service Hub is a cloud-based customer service platform, which aims to simplify processes for managing customer queries & improving client engagement. It allows users to connect with customers via live chat, one-to-one customer communication, conversational bots, and more.

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HelpHero logo

Helps web-based apps to build better onboarding experiences

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HelpHero enables web-based apps to build better onboarding and product experiences for their users in minutes, with no coding, design experience or big budgets required. Create better experiences for onboarding and engaging users, to improve user adoption, conversion and retention.

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LiveAgent logo
Category Leaders

Great customer service starts with better help desk software

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LiveAgent is the ultimate help desk software over 138+ powerful features. It helps businesses manage multi channel communication via help desk tickets from a unified inbox. Join companies like BMW, Yamaha, and Huawei in CS excellence.
Start with a 1 Month free trial, no credit card required.

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EngageBay CRM logo
Category Leaders

Integrated sales & marketing software for growing teams

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EngageBay is an all-in-one marketing, sales and service automation software which automates marketing sales by combining lead generation, email marketing, marketing automation, CRM & social media engagement. EngageBay helps businesses acquire, engage, nurture, and close leads from a single platform.

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monday CRM logo

Close deals. Automate the rest.

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monday CRM lets you organize and streamline all your work, and ensure each of your clients gets the individualized treatment they deserve. Choose the best view to track your client relationships, how many deals each customer success rep has, or any other report that will help you work better.

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Bitrix24 logo

100% free CRM, collaboration, and communication tool suite

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Bitrix24 #1 FREE customer success and customer relationship management platform used by 4 million businesses worldwide. It is available in cloud or on-premise with open source code access. Unlimited leads, deals, contacts, companies, quotes, invoices and appointment scheduling.

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NiceJob logo

Reputation marketing with reviews, social & SEO tools

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NiceJob is the easiest way to get more great reviews, referrals and sales. We help businesses get the reputation they deserve! We also help your website convert more leads and improve your SEO!

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Pipefy logo
Category Leaders

Design and automate business workflows in minutes.

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From Onboarding to Support, track the progress of each customer and easily access the information of each demand. Pipefy enables to create a standard of execution according to the assistance each customer requires and make sure no step is missed.

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Textline logo

Cloud-based plug-and-play text messaging software

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Textline is a plug-and-play text messaging software designed to help businesses securely communicate with clients using various phone numbers. The Health Insurance Portability and Accountability Act (HIPAA)-compliant platform enables healthcare providers to obtain, document, and store patient consent using built-in automation capabilities.

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Lucky Orange logo

All-in-one conversion optimization suite for website owners

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Lucky Orange is an all-in-one conversion optimization suite that helps website owners identify drop-offs in the conversion process using dynamic heatmaps, visitor recordings, form analytics, live chat, and polls

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Mixmax logo

Email communication & sales productivity application

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Mixmax is an email communication & sales productivity application designed to help businesses convert prospects into customers through Gmail, Google Inbox, Google Calendar, Salesforce & Pipedrive using 1-to-1 communication, personalized email, workflow automation, email tracking, CRM sync, & more

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Agile CRM logo

Sales and marketing CRM for growing businesses

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Agile CRM combines powerful automation, telephony, web, mobile, email, social and scheduling features to effectively manage the entire customer journey

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Zight (formerly CloudApp) logo

Share information faster with visual context.

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Provide the context and clarity needed without playing musical calendars. Use Zight to create video recordings and screen captures to use for training and onboarding, support and troubleshooting, giving regular updates or presentations, and relationship building.

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Preferred Patron Loyalty logo

Loyalty marketing, customer engagement & gift cards

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Preferred Patron provide customer loyalty and gift card management programs to businesses of all sizes, across many diverse industries

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Here's what we'll cover:

Buyers Guide

Customer Success Software

Maintaining successful relationships with customers drives future revenue, helps prioritize resources, and attracts new customers to your brand. However, small and midsize businesses (SMBs) may not have the staffing resources to proactively monitor customer experience.

Customer success software can help. These tools help businesses understand their relationship with their customer base by aggregating data from customer relationship databases and customer service team communication channels. By scoring customer success, companies can proactively identify customers that require extra support or even highlight customers that may be ready for additional products or services.

In this guide, we'll cover:

What is customer success software? 

Customer success software allows businesses to proactively assess the level of overall satisfaction that its customers experience on a day-to-day basis. By analyzing and combining key data from existing customer relationship databases⁠—such as customer service response times and customer satisfaction surveys⁠—customer success software can generate health scores that represent overall customer sentiment, track resources required for proper customer engagement, and generate reports that identify potential improvement areas.

What are the benefits of customer success software?

The benefits of customer success software for businesses and institutions include:

  • Lower churn rate: Customer success software creates health scores that indicate the overall level of customer satisfaction. By proactively identifying unhappy customers, businesses have a golden opportunity to provide the required support needed to turn a customer on the verge of taking their business elsewhere into one that will continue to do business with you in the future.

  • Manage resources: By providing detailed scoring, customer success software helps companies identify what areas of customer service require additional resources. Whether it be providing more assistance onboarding new customers or providing follow-up after customer service has been provided, customer success software uses the entirety of a customer's history to identify broader needs in customer experience.

  • Increase revenue: Customer success software also identifies the products and services that your customer base is most satisfied with. In doing so, your business can emphasize these successes in the form of marketing campaigns to spur purchases and increase revenue. 

What are common features of customer success software? 

  • Usage tracking and analytics: Track usage of customer service resources and interpret the effectiveness of customer experience measures.

  • Onboarding: Familiarize new clients with your business' products, services, and customer support mechanisms.

  • Customer engagement: Proactively initiate customer interactions aimed at improving customer experience or providing information on additional products and services.

  • Activity tracking: Monitor and track project-related activities based on various metrics.

  • Collaboration tools: Provide a channel through which customer service team members can share files, communicate, and work together.

  • Health score: Create and aggregate a score for a client’s overall satisfaction with your business' products and services.

  • NPS of customers: Calculate the net promoter score (NPS) of customers to ascertain the likelihood of them referring others to your company.

  • Reporting: Organize and automate reports to more easily analyze customer success data.

  • Revenue management: Utilize customer success data to plan for increased demand and revenue.

  • Task management: Keep virtual checklists of action items and monitor the steps necessary for their completion.

How do small and midsize businesses use customer success software?

SMBs can use customer success software throughout the entire customer experience lifecycle. Once a customer profile is built, the software will then capture customer data, such as order history, customer service logs, survey results, and interactions with employees through either direct input or by pulling information from accounting or CRM databases. 

The software then uses this data to generate a customer health score that can be used to either identify which customers are primed for additional product offerings or that require additional attention to help SMBs proactively work to retain customers. Additionally, these businesses can determine which of their products and services customers are happiest with in order to keep up with demand and increase revenue.

What are some important customer success software integrations?

Customer success software solutions see their real power when they are put to use by other business processes. Consider the following integrations and how your company might benefit in using customer success data:

  • Sales and CRM tools: By providing customer success scores directly to your sales and CRM systems via integration, sales teams can closely monitor satisfied customers who may be ripe for additional sales purchases.

  • Email and messaging platforms: Integrating customer success software with messaging platforms allows questionnaires and surveys to be automatically sent to customers so that vital customer experience data can be collected.

  • Social listening integration: A lot of what customers say about your products and services doesn’t come from a customer feedback form. Customers will frequently discuss their experiences with a company’s product or service on their social media platform of choice without the company even knowing that there has been an issue. As this trend continues, look for more customer success tools to integrate with social listening tools as a way of procuring more data related to customer experience and success.

  • Growth of customer forums: It is becoming increasingly common for users of a product or service to create their own online forums and user groups through which they can share information about the product. Considering that users tend to be more open about their experiences with other users of the same product, customer success software will most likely be used to collect customer sentiment from these resources.


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