We’ve written before about the importance of laying a strong foundation of customer support down when you start a new business. Customer support is table stakes -- you need to be able to answer questions and solve problems for your first customers before you can start building new products and expanding.
Once you’ve reached that point -- where you’re keeping customers satisfied and happy using your products, and you’re earning recurring revenue every month or every year, you can start thinking about customer success -- working proactively to prevent customers from churning and helping them get more value from your products so they become enthusiastic advocates.
In order to keep track of your customer success best practices and workflows -- like collecting and analyzing customer feedback, managing customer communications, and setting up self-service customer education -- you need tools to help you track, organize, and manage everything.
So I’ve made this list of out-of-the-box customer success tools that work for every budget, whether you’re a startup or an enterprise company. Learn more about the different solutions to see which would be the best fit for your team, your budget, and your customers.
It’s worth noting that there are other customer success tools available that didn’t disclose their pricing structures on their websites, so I didn’t include them on this list. To learn more about solutions not listed here, you could request a demo or speak with a salesperson.
I also didn’t include tools that were strictly customer support tools -- tools on this list needed to include an element of customer analytics that allowed agents to work proactively to prevent churn.
Price: Starts at $49/month for eligible startups; $136/month depending on # of users/customers
Intercom is an affordable customer support and success software that gives customers the options to buy individual tools or use them all together to provide a cohesive customer experience. These tools include:
Messages to send and receive email, app, and chat messages to and from customers
Inbox to organize messages and respond to customers as a team
Articles to create help content for customers to use to answer questions without your team’s help
Price: Starts at $199/month for eligible startups; $999/month depending on # of customers
Customer SuccessBox is a customer success solution built for B2B SaaS businesses that offers a variety of different package options, depending on the size of the company, the number of customers, and the number of products it sells. Tools offered in these packages include:
Account health monitoring to give customer success managers alerts at signs of customer churn risks
Customer onboarding workflows to get customers up-and-running using your software fast
Customer portfolio management for CSMs managing multiple enterprise clients
Predictive account and revenue forecasting to help you plan for your bottom line every month or quarter