CustomerSuccessBox vs. Freshsuccess

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
CustomerSuccessBox
Score 9.5 out of 10
Mid-Size Companies (51-1,000 employees)
What is CustomerSuccessBox? An AI-powered customer success platform for B2B SaaS that provides actionable insights to drive customer success. Backed with $1 Million in March 2018 by pi Ventures and Axilor Ventures, CustomerSuccessBox was built from a clear need for a solution that could deliver ‘proactive’ customer success. Customer Success tracks product adoption to understand customer onboarding, product adoption, usage analysis, and calculating customer health scores.…N/A
Freshsuccess
Score 7.6 out of 10
N/A
Freshsuccess (based on technology acquired by Natero by Freshworks in May 2019) is designed to help Customer Success Managers prevent churn, increase account expansion, and manage more customers with less effort. The vendor says features include: Customer 360 - See customer emails, chats, meetings, support tickets, billing history, and product usage, in one place. Predictive Alerts - Predict which customers are likely to churn, convert, or expand their…
$79
per month
Pricing
CustomerSuccessBoxFreshsuccess
Editions & Modules
No answers on this topic
Estate
$79 billed annually
per month per user
Estate
$95 billed monthly
per month per user
Forest
$129 billed annually
per month per user
Forest
$150 billed monthly
per month per user
Offerings
Pricing Offerings
CustomerSuccessBoxFreshsuccess
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup Fee$499 per userNo setup fee
Additional DetailsThe pricing is different for the types of businesses to which CustomerSuccessBox caters to- 1. Grow- For businesses who want to start with the customer success initiative with a small success team 2. Business- For businesses with mature customer success practices and a large success team 3. Enterprise- For businesses who want to extend with the customer success initiative across a range of products and teams. For more info on pricing, checkout https://customersuccessbox.com/pricing/
More Pricing Information
Community Pulse
CustomerSuccessBoxFreshsuccess
Considered Both Products
CustomerSuccessBox
Chose CustomerSuccessBox
Playbook and journey plan, Dhanboard, User level data, Revenue details, Custmomer segmentation
Freshsuccess

No answer on this topic

Top Pros
Top Cons
Features
CustomerSuccessBoxFreshsuccess
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
CustomerSuccessBox
8.5
11 Ratings
1% below category average
Freshsuccess
7.1
6 Ratings
19% below category average
API8.59 Ratings7.25 Ratings
Integration with Salesforce.com8.57 Ratings7.26 Ratings
Integration with Marketo00 Ratings7.01 Ratings
Integration with Eloqua00 Ratings7.01 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
CustomerSuccessBox
9.4
15 Ratings
8% above category average
Freshsuccess
8.6
6 Ratings
1% below category average
Product usage9.315 Ratings8.16 Ratings
Help desk / support tickets9.512 Ratings9.15 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
CustomerSuccessBox
9.0
15 Ratings
7% above category average
Freshsuccess
7.1
6 Ratings
17% below category average
NPS surveys7.811 Ratings7.02 Ratings
Sponsor tracking9.18 Ratings7.01 Ratings
Customer profiles9.014 Ratings7.15 Ratings
Automated workflow9.514 Ratings8.06 Ratings
Customer health scoring9.313 Ratings8.16 Ratings
Customer segmentation9.515 Ratings7.25 Ratings
Internal collaboration00 Ratings5.35 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
CustomerSuccessBox
8.8
15 Ratings
6% above category average
Freshsuccess
7.4
6 Ratings
11% below category average
Customer health trends9.313 Ratings9.16 Ratings
Engagement analytics8.614 Ratings7.06 Ratings
Revenue forecasting8.29 Ratings4.44 Ratings
Dashboards9.315 Ratings9.16 Ratings
Security
Comparison of Security features of Product A and Product B
CustomerSuccessBox
-
Ratings
Freshsuccess
10.0
5 Ratings
12% above category average
Role-based user permissions00 Ratings10.05 Ratings
Best Alternatives
CustomerSuccessBoxFreshsuccess
Small Businesses
Intercom
Intercom
Score 8.7 out of 10
Intercom
Intercom
Score 8.7 out of 10
Medium-sized Companies
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
CustomerSuccessBoxFreshsuccess
Likelihood to Recommend
9.5
(15 ratings)
6.3
(6 ratings)
Usability
9.3
(15 ratings)
-
(0 ratings)
Support Rating
9.3
(15 ratings)
-
(0 ratings)
User Testimonials
CustomerSuccessBoxFreshsuccess
Likelihood to Recommend
Customer Success Box
It is the best software if you are a b2b software who is planning to scale customer success department and you are running blind on potential threats for renewal. It also helps you understand which customer is not getting value out of your product. I completely recommend this. Go for it!!!!!
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Freshworks Inc
Any SaaS company that needs to measure and track the health of client and user accounts will find the data provided by Natero extremely useful. If you have a support team that is tracking tickets, to-do-lists, etc. across different platforms, you'll be happy to know that you can consolidate most of those existing workflows into Natero, making this a single platform for your CES team to keep things running smoothly.
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Pros
Customer Success Box
  • Journey feature will help you automate your manual tasks like auto csm assignments, auto playbook enrolls, email alerts to your clients about new assignments or any set templates, etc.
  • Making a playbook of your process (must be consist of multiple steps) will help you give the visibility of how many clients are stuck in which steps and from when.
  • They are using Metabase for making analytics dashboards where you can make your own dashboard with different filters like Csm activity report, churn dashboard, potential clients report and also using pulse feature in Metabase schedule your daily report to different required people.
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Freshworks Inc
  • Love the accounts view to see all my accounts, their health and some helpful stats!
  • The charting is relevant and detailed for customers to understand their usage of our product. The look and feel is very clean and easy to understand.
  • In the account, you can link to other documentation, which is great!
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Cons
Customer Success Box
  • Health aggregation delay can be improved.
  • Calling with csbox software can be improved, it makes touchpoint even if your call from csbox has not picked up, and accordingly changed relationship health.
  • Add more analytics in the playbook like avg time taken to complete each step and there is no option of selecting multiple csms in the filter.
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Freshworks Inc
  • Make set up more self-service. We are changing a lot of systems, and it was challenging to have to coordinate every item with Natero.
  • Automatically triggered emails based on certain usage.
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Usability
Customer Success Box
Customer success box is one of the best products we have used as it solves the main problem for us. Use tracking and adoption. The best part about various software integrations is that now we are able to track everything at one single platform with multiple reports, analytics and dashboards.
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Freshworks Inc
No answers on this topic
Support Rating
Customer Success Box
I have created two - three support tickets so far and their response is very very quick. Their team is also very empathetic, understanding and highly motivated towards solving a customer's problem. I would definitely recommend and rate them 10 / 10 for their excellent after sales support. They support for all EST & PST zones.
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Freshworks Inc
No answers on this topic
Alternatives Considered
Customer Success Box
CustomerSuccessBox provides a great UI where I can manage all the activities related to a client in a single window. This helps to update and focus on key tasks related to the client. Small insights graph helps to quickly analyze the client's health towards our product. The customizable filters are a great help in sorting the data.
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Freshworks Inc
I highly recommend and prefer using Salesforce over Natero. Salesforce allows me to pull in as many fields into a report as I would like, compared to 14 different fields into Natero. I am able to view and make changes to information much quicker than Natero. I like Salesforce much more.
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Return on Investment
Customer Success Box
  • It has helped in managing large amount of Client data under single platform.
  • It helped in generating valuable insights from data.
  • It is helpful to take proactive actions.
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Freshworks Inc
  • Visibility - We can now see in one place the many dimensions of customer health
  • Focus - Knowing who is in trouble and how that affects the business means teams can focus on key accounts
  • Insight - Natero shows the effectiveness of common actions, therefore we can improve processes over time
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ScreenShots

CustomerSuccessBox Screenshots

Screenshot of 360 Degree View 

A fully integrated customer success platform that connects with your CRM, Helpdesks, Billing system, customer engagement system, and even your homegrown systems to provide customer success managers a complete 360-degree view of each account.Screenshot of Actionable Platform

No more juggling between tools, get all customer communication in one place. You get the ability to send emails, make calls and manage tasks from inside the customer success platform. CSMs take preemptive measures to engage with accounts with average or poor health.Screenshot of Segmentation

Customer Segmentation is done based on revenue generated/MRR (Enterprise-Mid market-SMBs or Tier 1-Tier 2-Tier3), location (US, Asia, EMEA, ANZ, etc), Product used or plans opted for, etc.Screenshot of Playbooks 

Time-bound playbooks are created to manage tasks to onboard, increase product adoption, renewals, and upsells.  Playbooks help in creating an Ideal Customer Journey along with various Tasks, Outcomes & Milestones

Freshsuccess Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of