TrustRadius Top Rated
Today, we awarded the 2019 TrustRadius Top Rated badges for Customer Success Software. The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer.
Customer Success Software
Customer Success Software is designed to help companies decrease churn and increase upsell. The goal is to get visibility into the status of customers’ relationships with your products and services, and keep them engaged. Customer Success Software centralizes customer data, and analyzes that data to identify potential problems and opportunities. It also helps manage communication with customers. Some tools recommend or facilitate manual outreach. Others send automated messages based on product usage and other customer attributes. This helps customer success managers (CSMs), account managers, and support professionals stay organized while handling more customers at a time.
Features, integrations, and cost vary widely. If you’re evaluating different options for customer success software, be clear about your use case. Do you need an end-to-end solution for customer success management that will help you track account status, recommend the right next steps, and allow you to communicate with customers? Or is one piece of the puzzle more important to your customer success strategy, like gathering product usage statistics or onboarding new customers smoothly? You’ll want to take a close look at the integrations offered by each product, too, especially if you want your customer success strategy to extend across marketing, sales, and support. Make sure you know how many customer accounts, representing how much revenue, and how many end-users you plan to have in the system. Most products in this space are priced on those factors. Knowing what you need ahead of time will help you get an accurate cost estimate from vendors.
Here are the winners:
ChurnZero is a SaaS platform that helps subscription businesses manage their customers’ success, so that their customers renew those subscriptions. It integrates with the company’s CRM database and their application or service to gather usage data, predict likelihood to renew, and enable automated, personalized communications (like in-app messages or notifications). ChurnZero is used mainly by SMBs, with 90% of reviews on TrustRadius posted by users at small businesses and mid-size companies. Some of the most common reviewer industries were computer software, internet, and marketing and advertising. In their reviews, users said they like having a single account health metric (ChurnScore), the ability to create segments, and integrations, as well as the support provided by the ChurnZero team.
“Our Customer Success and Support teams use ChurnZero to guide our customers through an onboarding process and help to maintain the ongoing relationship. Previously, we had no visibility into which customers needed our attention, and ChurnZero’s analytics give us just the visibility we need.
The concept of ‘Churn Score’ is a really neat way to pull a bunch of pieces of data in to a single account record and to understand whether or not an account is healthy. This helps to avoid having to use just certain pieces of data as a proxy for customer health. The amount of flexibility the tool contains is awesome – their team has programmed everything we’ve asked for in order for us to get a better look at our customers.”
– Trevor M. | Director of Training and Support | Internet Company
Intercom is a customer engagement tool for websites and apps that enables contextual messaging via text, chat, or email. It can be used for marketing purposes, as well as to facilitate onboarding and customer success. Other features include customer segmentation and analytics, triggered messages, integrations with MailChimp and Salesforce, and an API and webhooks for further extensibility. Intercom is used mainly by SMBs, with 94% of reviews on TrustRadius posted by users at small businesses and mid-size companies. Some of the most common reviewer industries were computer software, internet, information technology and services, and marketing and advertising. In their reviews, users said that Intercom is easy to use and easy to set up, offers a variety of simple integrations, and has strong capabilities for live chat, in-app messaging, and canned responses/chat bots–so that they can communicate with customers both proactively and reactively. They also like Intercom’s mobile app.
“Intercom is used across multiple teams in our company for multiple purposes. It runs on our website as a live chat solution for communicating with prospects. It’s also integrated with our product to support customers/users and share announcements. .
Intercom’s mission is very focused, and they do it well: facilitate meaningful customer connection. This should be important to every business.”
– Verified User | Employee in Marketing | Computer Software Company
Gainsight is a customer success platform that aims to help companies improve customer retention and drive business growth. Customer success management best practices are built into the platform. The vendor invests heavily in R&D, with the goal of continuous feature innovation. Gainsight also fosters a large community of customer success professionals, and hosts the annual Pulse Customer Success Conference. Gainsight is used mainly by larger companies, with 73% of reviews on TrustRadius posted by users at mid-size companies and 23% by users at enterprises. Some of the most common reviewer industries were computer software, information technology and services, internet, marketing and advertising, and financial services. In their reviews, users said they like Gainsight’s integrations, which allow them to report on multiple data sources in a single view, its rules engine, the timeline feature, how Gainsight enables efficient mass communication and one-on-one communication with customers, and the support for the platform.
“Gainsight makes reporting from various data sources very easy and intuitive. It is easy to generate reports on-the-fly and add visualization before publishing to a Dashboard. It is also easy to re-arrange data to make it faster to create reports or generate contact lists to use for outreaches.
Timeline is so much more robust than creating activities or tasks just within CRM. Timeline provides a way to track meetings and other events, add multiple participants, and even create follow-up tasks (CTAs). The support from Gainsight as well as the Community has been very important to helping us get the result we want quickly.”
– John A. | Customer Engagement Manager | Computer Software Company
Congratulations to the winners of the Top Rated Customer Success Software Award!
Top Rated Criteria
Products included in the 2019 Top Rated Customer Success Software list must have been in the top tier of their category TrustMap as of March 15th, 2019. To qualify for the Customer Success Software Top Rated Award, products must have at least 10 reviews written within the past year, a TRScore of at least 7.5 out of 10, and must receive at least 1.5% of the traffic in their category. Every reviewer is verified and every review is vetted before publication. Products are plotted on the TrustMap based on end-user data, including users’ likelihood to recommend scores as well as buyer research patterns. To learn more about TrustMaps and Top Rated methodology, check out this page.