What users are saying about
183 Ratings
15 Ratings
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Score 9.6 out of 100
183 Ratings
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Score 7.8 out of 100

Feature Set Ratings

    Platform & Infrastructure

    8.5

    CustomerSuccessBox

    85%

    MindTouch

    Feature Set Not Supported
    N/A
    CustomerSuccessBox ranks higher in 2/2 features

    API

    8.6
    86%
    9 Ratings
    N/A
    0 Ratings

    Integration with Salesforce.com

    8.5
    85%
    7 Ratings
    N/A
    0 Ratings

    Customer Data Extraction / Integration

    9.5

    CustomerSuccessBox

    95%

    MindTouch

    Feature Set Not Supported
    N/A
    CustomerSuccessBox ranks higher in 2/2 features

    Product usage

    9.4
    94%
    15 Ratings
    N/A
    0 Ratings

    Help desk / support tickets

    9.6
    96%
    12 Ratings
    N/A
    0 Ratings

    Customer Success Management

    9.1

    CustomerSuccessBox

    91%

    MindTouch

    Feature Set Not Supported
    N/A
    CustomerSuccessBox ranks higher in 6/6 features

    NPS surveys

    7.9
    79%
    11 Ratings
    N/A
    0 Ratings

    Sponsor tracking

    8.8
    88%
    8 Ratings
    N/A
    0 Ratings

    Customer profiles

    9.2
    92%
    14 Ratings
    N/A
    0 Ratings

    Automated workflow

    9.6
    96%
    14 Ratings
    N/A
    0 Ratings

    Customer health scoring

    9.4
    94%
    13 Ratings
    N/A
    0 Ratings

    Customer segmentation

    9.6
    96%
    15 Ratings
    N/A
    0 Ratings

    CSM Reporting & Analytics

    8.8

    CustomerSuccessBox

    88%

    MindTouch

    Feature Set Not Supported
    N/A
    CustomerSuccessBox ranks higher in 4/4 features

    Customer health trends

    9.1
    91%
    13 Ratings
    N/A
    0 Ratings

    Engagement analytics

    8.6
    86%
    14 Ratings
    N/A
    0 Ratings

    Revenue forecasting

    8.1
    81%
    9 Ratings
    N/A
    0 Ratings

    Dashboards

    9.4
    94%
    15 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • CustomerSuccessBox is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

    Likelihood to Recommend

    9.6

    CustomerSuccessBox

    96%
    15 Ratings
    8.0

    MindTouch

    80%
    112 Ratings

    Likelihood to Renew

    CustomerSuccessBox

    N/A
    0 Ratings
    8.8

    MindTouch

    88%
    18 Ratings

    Usability

    9.4

    CustomerSuccessBox

    94%
    15 Ratings
    8.5

    MindTouch

    85%
    31 Ratings

    Performance

    CustomerSuccessBox

    N/A
    0 Ratings
    8.0

    MindTouch

    80%
    20 Ratings

    Support Rating

    9.4

    CustomerSuccessBox

    94%
    15 Ratings
    9.0

    MindTouch

    90%
    64 Ratings

    Online Training

    CustomerSuccessBox

    N/A
    0 Ratings
    8.8

    MindTouch

    88%
    5 Ratings

    Implementation Rating

    CustomerSuccessBox

    N/A
    0 Ratings
    7.7

    MindTouch

    77%
    20 Ratings

    Configurability

    CustomerSuccessBox

    N/A
    0 Ratings
    5.0

    MindTouch

    50%
    5 Ratings

    Ease of integration

    CustomerSuccessBox

    N/A
    0 Ratings
    9.0

    MindTouch

    90%
    1 Rating

    Product Scalability

    CustomerSuccessBox

    N/A
    0 Ratings
    1.4

    MindTouch

    14%
    3 Ratings

    Vendor post-sale

    CustomerSuccessBox

    N/A
    0 Ratings
    9.3

    MindTouch

    93%
    4 Ratings

    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!!!!!
    Read full review

    MindTouch

    MindTouch helped us create a knowledge base with user
    guides, release notes, use cases, and other content for our customers. It helps
    us consolidate and organize customer-facing content. Indeed, our customers want
    a single repository for their policies, procedures, and customer service
    expectations. Our users, especially those in tech support, need this to be easy
    to get to while they are on call or fixing a problem. While the back-end
    configuration is powerful, the layout is limited. In every way, this product
    fulfills those demands.
    Read full review

    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.
    Read full review

    MindTouch

    • MindTouch helps to easily organize our help articles to ensure that our end user is receiving the proper information.
    • The MindTouch platform is extremely easy to navigate which reduces the turnaround time for our team to publish new material.
    • The editor tools supplied through MindTouch make styling our documentation a breeze.
    • The contextual help tool allows our customers to consume documentation based on the page they are viewing in our platform.
    Read full review

    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.
    Read full review

    MindTouch

    • Link validation tracker. I want to be notified when a link is broken or be able to run a site-wide report on-demand.
    • Content Reuse tracker. I need to know where content or images are being used/re-used.
    • Global search and replace
    • Drag and drop, file/folder hierarchy
    • Poor quality of image resizing. Results in blurry screenshots.
    • Ability to change date range of popular page analytics. Right now, the oldest pages are the most popular pages.
    Read full review

    Pricing Details

    CustomerSuccessBox

    Starting Price

    $0

    Editions & Modules

    CustomerSuccessBox editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      Required $ 499

      Additional 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/

      MindTouch

      Starting Price

      Editions & Modules

      MindTouch editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Likelihood to Renew

        Customer Success Box

        No answers on this topic

        MindTouch

        We've put lots and lots of content into the MindTouch system, of course, so that makes it harder to opt out, but we're also very pleased with their rate of development and weekly pushing of improvements, as well as their response and solutions to our questions and input All in all, a winning combination.
        Read full review

        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.
        Read full review

        MindTouch

        The site is responsive across multiple devices and screens. It has a clear path to contact support. The articles are searchable. Site users do have trouble navigating the site and finding what they need. That may be due to the architecture of the site, but it'd be nice if MindTouch offered more solutions are this. Our content is organized by product line. And many of those product lines have overlapping training content, so we have extensive duplicate content.
        Read full review

        Performance

        Customer Success Box

        No answers on this topic

        MindTouch

        MindTouch is a hosted site, so as a heavy user there are times when I notice that pages are slow to load, or something happens like Amazon Web Services crashing the entire east coast for a few hours, that you do notice even if it isn't actually the fault of the MT tool itself. It's the risk of using a hosted tool, but the benefits are pretty amazing and outweigh these performance issues.
        Read full review

        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.
        Read full review

        MindTouch

        However, I frequently contact support staff who don't truly comprehend our situation the first (or second) time I express an issue, despite the fact that assistance is quite friendly, and I can see that they want to do the right thing.
        Read full review

        Online Training

        Customer Success Box

        No answers on this topic

        MindTouch

        Written documentation and videos are very good and have helped on numerous occasions when I've had to look up how to accomplish a certain task. The reason I have not given a full score is mainly because there have been some inaccuracies in the documentation because updates to the MindTouch framework have slightly changed the way things work. But this is usually the same type of challenges I face when making documentation for the software solution we develop. So all in all I'm very satisfied with both the personal webinars and the online documentation MindTouch provides for their service.
        Read full review

        Implementation Rating

        Customer Success Box

        No answers on this topic

        MindTouch

        Just know that there is so much more involved than adding your content. There are so many pieces to launching your site -- especially if you are moving from another platform. If you are not a person who typically works in the "website" realm, do your homework, ask your web people, engineers, etc., because there's a lot to do that you won't know about until you are unexpectedly smacked in the face with it. Learn from my mistakes! We are very happy now, but it was a long road getting to launch day for us
        Read full review

        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.
        Read full review

        MindTouch

        I will be brief. DealerTeam is built upon Salesforce and we try to support native apps. We used Desk.com first for basic Help Ticket management. The product did not satisfy how our customers were looking for information. We upgraded to Service Cloud with Knowledge Base and spent one year writing content and developing our support agency. Again, our customers were upset about submitting help tickets and waiting for answers. They wanted access to self-help while working with a customer. Today we continue to use Service Cloud with MindTouch integration and have found complete success. There is simply no other solution I know of that is a flexible and easy to use as MindTouch when it come to providing customer success and product support
        Read full review

        Scalability

        Customer Success Box

        No answers on this topic

        MindTouch

        We tried to migrate to MindTouch for 5 months and failed, remained with Zendesk
        Read full review

        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.
        Read full review

        MindTouch

        • Time to publication can be very quick, provided there are not multiple changes in flight at the same time for the same page.
        • We have seen a tremendous increase in customer traffic and SEO.
        • MindTouch allows us to custom-brand the look and feel of our site to match our company's marketing and branding. This instills trust in our content.
        • The relative simplicity of the platform enabled us to hire the best people and best writers we could find, without worrying so much about specific past expertise in a complicated publishing platform.
        Read full review

        Screenshots

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