CustomerSuccessBox vs Gainsight PX

Likelihood to Recommend

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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Karthik Jairam

Demand Generation Specialist

ExtraaEdgeComputer Software, 51-200 employees

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If you have short simple messages that need to go out in precise situations, and you want to see who has seen what messages, PX works very well. If you want to see what a user does in your software, PX shows a log (through all mapped parts of your software, and through each URL). You can display a path of all users with a common start or endpoint (to assess user flow). But it often feels like important context is missing: how long did they take in each spot, how'd they move their cursor, where were they reading—these remain big gaps. If you have simple surveys to send, you can target these with the same level of precision as PX messages.

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Michael Wohlwend

Senior Information Developer, User Assistance

New Innovations, Inc.Hospital & Health Care, 51-200 employees

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Feature Rating Comparison

CustomerSuccessBox

Gainsight PX

API

Integration with Salesforce.com

CustomerSuccessBox

Gainsight PX

Product usage

Help desk / support tickets

CustomerSuccessBox

Gainsight PX

NPS surveys

Sponsor tracking

Customer profiles

Automated workflow

Customer health scoring

Customer segmentation

CustomerSuccessBox

Gainsight PX

Customer health trends

Engagement analytics

Revenue forecasting

Dashboards

Pros

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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Pushpendra Pal

Data Analyst

fleetx.ioLogistics & Supply Chain, 201-500 employees

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Setting up a new campaign is a step by step process that you are lead through by the application.
Analytics are right there on the campaign that is currently active. You also have the ability to filter on the data to obtain additional information.
There is the ability to run multiple campaigns at the same time. This allows for the ability to be very focused by account.

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Helene Tapper

Customer Success Manager

FPXComputer Software, 51-200 employees

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Cons

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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Pushpendra Pal

Data Analyst

fleetx.ioLogistics & Supply Chain, 201-500 employees

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Generate reports based on predefined segments is not possible. This is essential for us for creating an onboarding workflow.
On-screen guides randomly lose their mapping and need re-calibration. This might be due to our application responsive technology.
Missing customization on certain engagements - Creating a delay is not possible for all types which is needed.

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Oded Wilder

Head of Client Success

ProggioComputer Software, 11-50 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

Gainsight PX 8.2

Based on 1 answer

I like the product, find it pretty easy to use. As we move forward, looking forward to using more of the functionality.

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Helene Tapper

Customer Success Manager

FPXComputer Software, 51-200 employees

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Usability

CustomerSuccessBox 9.4

Based on 15 answers

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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Verified User

Consultant in Sales

Education Management Company, 51-200 employees

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No score

No answers yet

No answers on this topic

Support Rating

CustomerSuccessBox 9.4

Based on 15 answers

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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Karthik Jairam

Demand Generation Specialist

ExtraaEdgeComputer Software, 51-200 employees

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Gainsight PX 7.8

Based on 13 answers

Technical support is responsive but takes a very long time to actually fix issues and bugs. I've spent a lot of time on the phone with their support team trying to help them solve issues. The Customer Success team is not as supportive as I imagined; I have not had any regular contact with my CSM.

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Verified User

Employee in Other

Computer Software Company, 1001-5000 employees

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Alternatives Considered

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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Sachidanand Chaudhary

Assistant Manager-CS

fleetx.ioComputer Software, 201-500 employees

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ChurnZero is similar in its NPS and walk-through abilities as is user IQ but neither fits in the exact same category. Px is unique to anything I've used for the data extraction it offers. It's not a CS tool like those I mentioned but it is easily the best in terms of tracking customer behavior on our platform.

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David Jensen

Operations Manager, Customer Success

KenectComputer Software, 51-200 employees

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Return on Investment

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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Sachin Agarwal

Customer Success Manager | Business Analyst

AislelabsInformation Technology & Services, 11-50 employees

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We have become more data-driven as a whole. Rather than just making assumptions based on gut feeling, we back that up with data.
We have become more aware of features that are 1) used way more than we thought, and 2) features that don't get touched.
We have been able to find examples of innovative ways users are engaging with our product.

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Julie Pinto

Support Manager

BongoE-Learning, 11-50 employees

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Pricing Details

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Required

$ 499

CustomerSuccessBox Editions & Modules

—

Additional Pricing Details

The 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/

General

Free Trial

Yes

Free/Freemium Version

Yes

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

No

Gainsight PX Editions & Modules

Edition

Starter (Free)	$0¹
Starter	Starting at $400/M²
Growth	Custom³

100 or less MAUs (Monthly Active Users)
500+ MAUs (Monthly Active Users)
Per MAUs (Monthly Active Users) and more

Additional Pricing Details

—

Rating Summary

CustomerSuccessBox

Gainsight PX

CustomerSuccessBox

Gainsight PX

CustomerSuccessBox

Gainsight PX

CustomerSuccessBox

Gainsight PX

Likelihood to Recommend