Top 5 Customer Success Software

ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick score ITQlick Score is a 1 to 100 score, based on pricing, and functionality Vs. alternative solutions
Pricing score pricing Score is a 1 to 10 score, based on the TCO (cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
License pricing license pricing (if provided by the software vendor)
Functionality score
Software review
Compare
ChurnZero
ITQlick rating
4.8/5
Score
75/100
Pricing
10/10
License pricing
Pricing not available
Functionality
3
Compare
Verishow
ITQlick rating
5/5
Score
75/100
Pricing
2/10
License pricing
$39 per user/month
Functionality
29
MindTouch
ITQlick rating
3/5
Score
63/100
Pricing
6/10
License pricing
Pricing not available
Functionality
3
Natero
ITQlick rating
4.6/5
Score
62/100
Pricing
6/10
License pricing
$240 per month
Functionality
6
Review
UserIQ
ITQlick rating
4.5/5
Score
54/100
Pricing
6.4/10
License pricing
Pricing not available
Functionality
4
Review

TOP 5 Customer Success Software

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1. ChurnZero

  • Best for: Start up, Small business, Medium business, Large business
  • Price:
  • Oct 25, 2021
Compare ChurnZero Vs. ChurnZero

Put simply, our focus is our customers. As a Customer Success company, our customers and their continued success is at the heart of everything we do. ChurnZero is a real-time Customer Success platform that helps subscription businesses fight customer churn. Our software solutions allow businesses...


2. Verishow

  • Best for: Small, medium and large size businesses
  • Price: starts at $39 per user/month
  • Oct 23, 2021
Compare Verishow Vs. ChurnZero

VeriShow is a customer relationship management solution designed to help users add a human touch to their online customer engagement activities. The solution offers web enabled content-share, VoIP, chat and video system to build customers loyalty and increase conversion rate. HBRLabs LLC...


3. MindTouch

  • Best for: Start up, Small business
  • Price:
  • Nov 17, 2021
Compare MindTouch Vs. ChurnZero

MindTouch is a smarter knowledge management platform that allows organizations to create and publish content into a customizable self-service experience. Extra capabilities include multiple API endpoints, CRM integrations, and powerful reports. With MindTouch, your customers find your expert knowled...


4. Natero

  • Best for: Start up, Small business
  • Price: starts at $240 per month
  • Dec 01, 2021
Compare Natero Vs. ChurnZero

Natero is the only Customer Success solution to combine predictive analytics, customer intelligence, and workflow management in a unified platform. This uniquely data-driven approach enables B2B software providers to proactively manage Customer Success and maximize customer lifetime value. We bui...


5. UserIQ

  • Best for: Small, medium and large size businesses
  • Price:
  • Sep 29, 2019
Compare UserIQ Vs. ChurnZero

UserIQ is a growing cloud-based Marketing Automation software, it is designed to support small, medium and large size business. UserIQ received a rating of 4.5 from ITQlick team. The software cost is considered average (3.2/5) when compared to other solutions in their category.



A Buyer's Guide to Customer Success Solutions

Customer Service Software Buyer’s Guide
 
Whenever you’re talking with a Customer Service Representative (CSR) for assistance or support, you will notice and there is a flow of discussion that this person from the other line wants to impose. And aside from their friendly tone (most of them), their line of questioning is somehow following a certain pattern or sequence. You probably know the reasons why a CSR wants that. Among others, their main objective is to actually provide the right solution or best possible advice to the inquiring customer. How it is being done is actually more than those patterns and flow. It extends up to the use of the so-called “Customer Service Software” or CSS.
 
Customer service software solution can be considered as a business application that manages the level of customer support rendered before, during and after the purchase or service is provided to a customer. It is also a software solution that helps the CSRs in documenting, routing, tracking, resolving and reporting on customer issues and concerns.  With the ultimate goal of resolving those issues at the fastest time and most efficient method possible, a platform often referred to as “trouble ticketing system” is in place. On this Buyer’s Guide, we from ITQlick.com will help you understand more the technology and concepts behind this business solution. Coupled with that is our goal of assisting you in finding the right CSS solution for your business.
 
Types
CSS solution comes in many types and forms depending on the size and kind of business that will use it, the preferred method of deployment, and the level of performance that it could deliver. CSS solutions can be categorized base on the following:
 
By deployment model, solutions are available as:
  • Web-based
  • On-premise
  • Operating System (OS)
    • Windows-based
    • iPhone-iPad
    • Mac
    • Android
    • Linux
    • RIM-BlackBerry
  • Open-source
  • Mobile Application
 
By business size, CSS solutions packages are available for:
  • Small Business
  • Freelancers
  • Mid Size Business
  • Large Enterprises
  • Non Profits
  • Public Administrations
 
Understanding the benefits that a CSS solution can bring into your organization is a good starting point when searching for the right solution. The benefits are:
 
  • increase the speed and efficiency of issue resolution
  • help customers in looking for quick answers via thee self-service portals containing FAQ’s, guides, video tutorials, and forums
  • offer better experience to customer through the multi-channel support tools that includes integrated phone, email, online support and social media platforms
  • allow departments, sales reps and marketers to collaborate and share information through various communication tools
  • provide key insights and analytics through reporting and time-tracking features
  • electronically record customer interactions with agents and store personal customer information for easy access
  • enables the creation of surveys and feedback forms for deeper insights
 
Features
When it comes to features, CSS solution has a lot to offer. However, a buyer like you should be very keen in knowing what these features are and what are their impacts to your customer service performance. When exploring the features available in a CSS solution, consider checking if the following can be provided:
 
  • Increased accountability
  • Improved coordination of accounts
  • Better asset management
  • Improved infrastructure scalability
  • Reduced time required to resolve issues
 
A smart way of verifying what a certain feature can deliver is by availing the 30-days trial or freeware version of the CSS solution. As you know, there are many software providers that offer this kind of service agreement as part of their sales and marketing strategy. And when doing the simulation, try to confirm if the following features are available.
 
  • Alerts
  • CRM Integration
  • Dashboard
  • Email Support
  • Email Notifications
  • Group Collaboration
  • Management Reporting
  • Instant Messaging/Live Chat
  • Multi-Language
  • Real Time Monitoring/Reporting
  • Call Routing
  • SLA Management
  • Knowledge Base
  • Customer Self Service
  • Multi-Channel Management
  • Analytics
 
Solutions per Business Size, per Vendor
Every customer has different level of customer service requirement. Help Desk, for example, is designed to meet the technical requirements of customers in the IT field. Since customers turning to call center agencies want a certain level of satisfaction on the product or service they get, they are seeking for more honest recommendations and advice. In every occasion, companies in the customer service field must be confident that they are equipped with the right tools and methods that can help them deliver total customer satisfaction. Before buying a solution, it is highly recommended that a thorough assessment of the internal and external operational aspects of the buying organization must be conducted.
 
Here are some of the important points to consider during the assessment.
 
  1. Confirm what type of customers are you really servicing – the nature of their business, industry they belong, language they speak, place they hang out, things they like and dislike, and the products they buy. Once you verify the real characteristics of the customer you want to provide a service or support with, the right software solution will be easier to pin point.
 
  1. Check your internal environment. How many are your staffs that will use the software solution. What deployment model are they comfortable in using with. What aspects of the customer service is the team slow or slacking. If you know your strengths and weaknesses as a customer service provider, you will not encounter any difficulty in getting the right CSS solution for your company.
 
After undergoing with the assessment, more or less, you can already verify which of among of these types of buyers your company belongs.
 
  • Enterprise Buyer
  • High-Volume Call Center Buyer
  • Small Business CRM Buyer
  • Field Service Buyer
 
Pricing Considerations
When buying a solution for customer service, price always matter. Some companies even conduct budget and management meetings just to calculate the Return on Investment (ROI) of the software product they want to implement into their organization. A smart way of dealing with CSS pricing is to understand the different pricing models that solution providers have on their tables. Here are those pricing models that you will most likely encounter in the market today.
 
  • Free Trial
  • Subscription
  • Premium
  • One-time Licence
 
Conducting a thorough analysis on the Total Cost of Ownership (TCO) can help you better arrive in a more accurate ROI computation. Here’s what we from ITQlick.com want to remind you about.
 
Because the trend today goes into cloud-based solutions, there is a general notion among users that cloud solution is cheaper than on-premise solution. The real deal is that not all cloud-based CSS are cheap considering the findings that you can draw upon calculating the ROI. Factors that affect cost of implementing cloud-based solutions are duration of use, add-on services or features, and training and support. When it comes to on-premise, it is becoming obvious for many that because you will also be spending for infrastructures (servers, workstation, etc.) other than software licensing, the solution will require significant amount of investment. The truth is that it is just the same with the cloud-based. You also have to consider the different factors that will go with your ROI computation.
 
TCO and ROI are both important investment guides. To begin with your computation, here is an example of a pricing model that you can analyze.
 
STANDARD
Instant service for fast growing companies
$30/user/month (billed annually)
 
PROFESSIONAL
Basic customization for any size business
$65/user/month (billed annually)
 
ENTERPRISE
Deep customization for comprehensive support
$135/user/month (billed annually)
 
PERFORMANCE
Fully integrated sales and service platform
$300/user/month (billed annually)
 
And here is a list of solution providers that you can further check relevant to your pricing considerations.
 
  • Salesforce
  • Google Apps
  • Open API
  • Microsoft Dynamics
  • Citrix
  • Microsoft Azure
  • Quickbooks Intuit
  • SAP
  • NetSuite
  • ZenDesk
  • Desk.com
  • BlazeLoop
  • SmarterTrack
  • Blue Label
 
Market Trends
Whether you still believe on the old saying “Customer is always right” or not anymore, the reality is that they are still the source of your sales revenue and you need to serve them with all honesty and efficiency. A recent survey says that 75% of all customer interactions are about customer support, so there is no reason why you shouldn’t treat your customers right.
 
Because customers keep on looking for better and faster issue resolution atmosphere, solution providers find that with social collaboration features present on their offered CSS solution, this requirement will be met. This is a clear sign that customer service is truly becoming more social these days.
 
Cloud-based customer service is a growing trend. Many companies are deploying SaaS-based platform and they are seeing this as a big help in increasing their performance in delivering customer satisfaction. On the other hand, mobile devices are also adding a new dimension to customer service.
 
This 2014, we are expecting that more and more customer service organizations will start moving forward with more holistic analytics programs for communication channels and touchpoints. And your organization could be one of them. So we further encourage you that after going through this Buyer’s Guide, start your search for the right customer service software solution.

ITQlick chart - 2021 best Customer Success Software

2021 best Customer Success Software | ITQlick.com
Finding the right Customer Success software for your business
Proper Customer Success software selections are the precursor to successful deployment and business growth. Finding the right Customer Success solutions doesnít have to be complicated, and it doesnít have to take days or weeks of your time.

After researching over 5,000 systems, we can identify the best solution for companies of all shapes and sizes. ITQlick.com is 100% free for software buyers.



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Author

Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.