Rising customer expectations require tools that track engagement, simplify communication, and improve overall satisfaction. About 61% of customers would switch to a competitor after experiencing a single negative customer service interaction. That’s where customer success tools come in.
These platforms enable businesses to monitor customer health, automate support processes, and gather insights that drive proactive engagement. You can use it to optimize processes, reduce churn, and understand changing customer behavior.
I have compiled a list of the top 10 customer success tools for you. Whether you’re a growing company or an established enterprise, these tools can help improve client retention and foster long-term loyalty.
Editorial Note:
- ControlHippo researched the top customer success software from various sources across the web. This list is unbiased and reflects our commitment to providing information free from external influences.
What is a Customer Success Tool?
A customer success tool is software that helps businesses manage and improve customer relationships. Customer success managers can use these tools to track interactions, monitor engagement, and analyze data to ensure clients achieve their desired outcomes. Moreover, insights into customer behavior facilitate proactive communication and support.
CSM tools also streamline processes and boost efficiency. Centralizing customer data enables effective collaboration among teams and ensures alignment in support efforts. This improves the customer experience and enables businesses to make informed decisions based on data, discover upselling opportunities, and foster growth.
Important Notice for Readers
The following tools are listed without any specific ranking or order of popularity. These tools are selected based on usability and satisfaction factors, which include features, ease of use, ratings, and reviews. These selections are independent choices made by ControlHippo's editorial team. Please note that the following tools are subject to change based on trends and user preferences.
Top 10 Customer Success Tools in 2024
We’ve selected these tools based on their features, user feedback, and ability to meet rising customer expectations. This list presents the top ten customer success tools in 2024 without any specific ranking.
Transparency Statement
- We do not have any partnerships or receive commissions from the tools listed here. Our recommendations are based solely on user reviews, features, and overall performance.
1. ControlHippo
ControlHippo is one the best customer success management tools designed to streamline customer support and enhance engagement. It centralizes conversations across channels and allows for consistent, efficient customer support so businesses like yours can deliver better service while reducing response times.
Besides, ControlHippo automatically routes customer queries to the right agent based on preset conditions to ensure faster resolution times. With features like analytics and WhatsApp shared inbox, it helps companies improve response times and maintain strong relationships with their customers.
- Multi-number shared inbox
- Unlimited contact sync
- One-click WhatsApp-CRM integrations
- Automatic lead creation in CRM
- Auto reply
- ChatGPT integration
Pros
- Reduces response times by centralizing queries across multiple channels.
- Routes customer queries to the right agent for faster resolution.
- Provides clear insights into team performance to refine support strategies.
Cons
- Lacks predictive AI features present in other platforms.
- Limited options for customizing routing rules to fit specific business needs.
Pricing
- Bronze: $20/user/month
- Silver: $28/user/month
- Gold: Contact us
*Pricing accurate as of: 25-10-2024
2. Intercom
Intercom is one of the best customer success platforms that combines live chat, bots, and automated messaging to engage users and streamline customer interactions. Its powerful automation capabilities handle common customer inquiries while enabling businesses to deliver personalized support. Besides, Intercom’s user-friendly interface and integration options help teams track conversations and improve customer engagement throughout the customer lifecycle.
- Shared inbox
- Basic chatbots and automations
- AI compose
Pros
- Provides multi-channel communication tools, including live chat and automated messaging.
- Enables proactive engagement by setting up automated messaging sequences for onboarding or retention.
Cons
- The depth of automation may be overwhelming for teams that prefer more manual control.
- Customization for customer journeys is quite limited compared to competitors.
Pricing
- Essential: $29/user/month
- Advanced: $85/user/month
- Expert: $132/user/month
*Pricing accurate as of: 25-10-2024
3. ChurnZero
ChurnZero is one of the best customer success software designed to help businesses reduce churn and improve customer retention. It provides real-time customer insights and tracks user behavior to identify potential risks. ChurnZero’s automation features enable teams to engage customers proactively and offer personalized support and timely outreach to prevent churn.
- Collaboration chatbots
- Health scores
- Customer segmentation
Pros
- Real-time tracking of customer behavior to identify early signs of churn and intervene effectively.
- Provides in-depth insights into customer engagement to help tailor success strategies.
Cons
- The complexity of setup may require dedicated customer success resources to implement fully.
- Focuses heavily on churn prevention, potentially overlooking broader customer success strategies.
Pricing
- Contact the company for a quote.
*Pricing accurate as of: 25-10-2024
: Best Live Chat Software for Customer Support4. Planhat
Planhat is flexible customer success software that helps businesses manage customer journeys and drive retention. It offers a customizable interface to track key metrics, customer health, and usage data. The platform supports integrations with various tools, giving customer success teams a comprehensive view of their clients and helping them act proactively to enhance customer satisfaction.
- Revenue management
- Churn management
- Templated automations
Pros
- Customizable workflows make it easy to adapt the platform to different customer success processes.
- Detailed customer segmentation helps businesses tailor their approach to different customer types.
Cons
- It could be challenging to integrate with less common third-party tools.
- It has a steeper learning curve for teams unfamiliar with complex workflows and segmentation.
Pricing
- Contact the company for pricing.
*Pricing accurate as of: 25-10-2024
5. Totango
Totango is a scalable customer success platform that focuses on driving customer engagement and improving retention. It provides customer health monitoring, automated workflows, and detailed reporting to help teams stay on top of customer needs. Totango’s pre-built templates for common customer success activities enable teams to quickly launch and manage success programs, making it easier to achieve desired outcomes and prevent churn.
- Multi-dimensional health
- Hierarchical account structure
- Accelerator + custom onboarding
Pros
- Strong focus on scalability, making it suitable for growing businesses.
- Offers comprehensive reporting tools to track customer engagement and retention metrics.
Cons
- Advanced features, like predictive analytics, could be more developed for larger teams.
- Limited support for certain integrations, which may require workarounds.
Pricing
- Contact the company for a quote.
*Pricing accurate as of: 25-10-2024
6. SmartKarrot
SmartKarrot is a comprehensive customer success platform that focuses on customer retention and engagement. It provides in-depth analytics, customer health tracking, and automated workflows to help businesses deliver personalized customer experiences. SmartKarrot enables proactive management by tracking customer behavior, sending alerts, and offering insights that allow teams to address potential risks and boost long-term retention.
- Hierarchical account structure
- Embedded BI for Report & Dashboard
- SmartOps - Advanced AI trends
Pros
- Offers automated workflows to manage customer engagement efficiently.
- Supports customizable segmentation to target different customer groups more effectively.
Cons
- Advanced features might require additional training for teams to use effectively.
- Heavy reliance on health scores could overlook qualitative aspects of customer success.
Pricing
- Basic: $15,000/year
- Growth: Contact sales
- Pro: Contact sales
- Enterprise: Contact sales
*Pricing accurate as of: 25-10-2024
: Best Omnichannel Customer Support Platforms7. Client Success
ClientSuccess is a leading customer success software solution designed to help teams manage and nurture customer relationships. It allows you to streamline your customer success operations by organizing communication, facilitating better collaboration, and providing visibility into the customer lifecycle. ClientSuccess is ideal for teams looking to manage customer interactions more efficiently and improve long-term retention.
- Client 360 dashboard
- Health scoring
- Customer goal/KBO tracking
Pros
- Provides easy tracking of customer success metrics, including renewals and satisfaction.
- Enables quick identification of at-risk accounts for targeted engagement.
Cons
- Advanced automation features are more limited compared to other platforms.
- The platform does not offer enough customization for businesses with complex workflows.
Pricing
- Contact the team for a custom quote.
*Pricing accurate as of: 25-10-2024
8. Catalyst
Catalyst is a customer success platform designed to improve retention and reduce churn by offering actionable insights. It integrates customer data from multiple sources into one centralized platform, giving teams a clear view of customer health and engagement. Catalyst’s automation tools also enable proactive outreach and help teams prioritize tasks based on customer needs.
- Customer health insights
- Customer journey builder
- Customer activity tracking
Pros
- Offers automation for routine tasks, freeing up teams to focus on high-impact customer success efforts.
- Facilitates cross-functional collaboration with easy sharing of customer data and insights.
Cons
- Limited customization options for advanced users seeking specific workflow configurations.
- Lacks deeper reporting features that businesses might need for comprehensive analysis.
Pricing
- Contact the company for a customized quote.
*Pricing accurate as of: 25-10-2024
9. Custify
Custify is one of the most popular customer success software for SaaS businesses. It helps improve client retention and engagement. It also allows teams to monitor customer health, track usage, and automate routine tasks like onboarding and follow-ups.
By integrating with CRM and billing systems, Custify centralizes customer data to ensure consistency across platforms. Furthermore, its real-time insights allow businesses to identify at-risk accounts and take proactive measures to prevent churn.
- Customer 360
- Health scores
- Custom task management
Pros
- Provides real-time visibility into customer behavior to help teams take proactive action.
- Automates tasks such as onboarding and follow-ups to reduce manual workload.
Cons
- Lacks advanced reporting features for deeper analysis of customer success efforts.
- Onboarding automation is effective but limited in customization for more intricate workflows.
Pricing
- Contact the company for a custom quote.
*Pricing accurate as of: 25-10-2024
: Top AI Chatbot for E-commerce10. Medallia
Medallia is a customer experience management platform that focuses on capturing and analyzing customer feedback across various touchpoints. Its advanced AI-powered analytics provide actionable insights and allow businesses to improve customer satisfaction and loyalty. Medallia integrates seamlessly with other tools, helping teams understand customer sentiment in real-time and take immediate action to resolve issues.
- 360-degree view of customers
- Detailed analytics and reports
- Enterprise-grade security
Pros
- Specializes in capturing real-time customer feedback through surveys and touchpoints.
- Uses AI-powered analytics to assess customer sentiment and provide actionable insights.
Cons
- Requires additional tools for in-depth automation of customer success workflows.
- Feedback-focused features may not cover all aspects of customer success management.
Pricing
- Contact the company for a quote.
*Pricing accurate as of: 25-10-2024
Conclusion
As customer expectations rise, using the right customer success software can help deliver the level of service and support needed to keep clients loyal and satisfied. However, you must choose the right customer success tool to build strong, lasting relationships with your clients.
Each tool on this list offers unique features to help businesses improve customer satisfaction, reduce churn, and enhance overall engagement. Whether you’re looking for automation, real-time insights, or robust integrations, the tools highlighted here can support your customer success efforts.
Updated : October 27, 2024
Rohit Rajpal is an experienced content writer with a strong focus on business communication platforms. He creates content that helps companies optimize their communication strategies using omnichannel solutions. Known for his straightforward approach, Rohit breaks down complex concepts, making it easier for businesses to improve how they connect with customers.
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