Top Rated
237 Ratings
15 Ratings
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Score 9.6 out of 100
Top Rated
237 Ratings
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Score 8.2 out of 100

Feature Set Ratings

    Platform & Infrastructure

    8.5

    CustomerSuccessBox

    85%

    Oracle Service

    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%

    Oracle Service

    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%

    Oracle Service

    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%

    Oracle Service

    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

    Incident and problem management

    CustomerSuccessBox

    Feature Set Not Supported
    N/A
    8.2

    Oracle Service

    82%
    Oracle Service ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.7
    87%
    74 Ratings

    Expert directory

    N/A
    0 Ratings
    8.2
    82%
    55 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.3
    83%
    58 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.4
    74%
    52 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.4
    84%
    75 Ratings

    Ticket response

    N/A
    0 Ratings
    8.3
    83%
    75 Ratings

    Self Help Community

    CustomerSuccessBox

    Feature Set Not Supported
    N/A
    8.2

    Oracle Service

    82%
    Oracle Service ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    8.2
    82%
    67 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    8.2
    82%
    76 Ratings

    Multi-Channel Help

    CustomerSuccessBox

    Feature Set Not Supported
    N/A
    8.1

    Oracle Service

    81%
    Oracle Service ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    8.5
    85%
    71 Ratings

    IVR

    N/A
    0 Ratings
    7.8
    78%
    37 Ratings

    Social integration

    N/A
    0 Ratings
    6.9
    69%
    48 Ratings

    Email support

    N/A
    0 Ratings
    8.6
    86%
    76 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    8.9
    89%
    56 Ratings

    Attribute Ratings

    • CustomerSuccessBox is rated higher in 1 area: Likelihood to Recommend
    • Oracle Service is rated higher in 2 areas: Usability, Support Rating

    Likelihood to Recommend

    9.6

    CustomerSuccessBox

    96%
    15 Ratings
    8.2

    Oracle Service

    82%
    89 Ratings

    Likelihood to Renew

    CustomerSuccessBox

    N/A
    0 Ratings
    10.0

    Oracle Service

    100%
    9 Ratings

    Usability

    9.4

    CustomerSuccessBox

    94%
    15 Ratings
    10.0

    Oracle Service

    100%
    5 Ratings

    Availability

    CustomerSuccessBox

    N/A
    0 Ratings
    10.0

    Oracle Service

    100%
    2 Ratings

    Performance

    CustomerSuccessBox

    N/A
    0 Ratings
    9.0

    Oracle Service

    90%
    2 Ratings

    Support Rating

    9.4

    CustomerSuccessBox

    94%
    15 Ratings
    10.0

    Oracle Service

    100%
    13 Ratings

    In-Person Training

    CustomerSuccessBox

    N/A
    0 Ratings
    9.0

    Oracle Service

    90%
    1 Rating

    Implementation Rating

    CustomerSuccessBox

    N/A
    0 Ratings
    9.0

    Oracle Service

    90%
    8 Ratings

    Configurability

    CustomerSuccessBox

    N/A
    0 Ratings
    9.0

    Oracle Service

    90%
    1 Rating

    Ease of integration

    CustomerSuccessBox

    N/A
    0 Ratings
    7.7

    Oracle Service

    77%
    11 Ratings

    Product Scalability

    CustomerSuccessBox

    N/A
    0 Ratings
    10.0

    Oracle Service

    100%
    1 Rating

    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

    Oracle

    Oracle Service [(formerly Oracle Service Cloud)] is well suited for cross-channel contact center service which includes live chats, virtual assistants, email support and case management. It has a social tool that keeps tabs on your customer interactions within your social media platforms and your website. You can provide your customers with a knowledge base for self-service with information that they need by posting content and resources.
    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

    Oracle

    • Oracle Service cloud handles incident management extremely well. It can accept requests from multiple channels. That includes email, website, phone, chat, SMS & some social.
    • Oracle Service cloud provides a knowledge base that can be used by customers or by agents. It can move consumers to self service for most issues. It also has good feedback from customers and agents so that the knowledge can continue to be updated to push people to more self service.
    • Oracle has a good consumer portal that can be used as a website or typically is used in conjunction with a main website as a contact center or help center site. This allows the contact center to manage both the knowledge and the request and the interactions with the customers.
    • Oracle Service cloud is built to provide a turn key solution for CRM/Contact center with some minor configuration. But it also has the ability to be highly customized to meet any companies needs. Much of that work can be done via the configuration options already in the system. It also have a full set of SOAP and Rest APIs for integrating to other systems.
    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

    Oracle

    • This is only an occasional, user problem; when searching for specific records, at times we receive an error that the maximum size has been exceeded and therefore does not yield any results. This is particularly frustrating when trying to search for a specific street address across several years.
    • I found OPA challenging to use.
    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/

      Oracle Service

      Starting Price

      Editions & Modules

      Oracle Service 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

        Oracle

        Although RightNow is extremely flexible, the flexibility comes with a price. It is often not intuitive which settings you need to change (and under which menus these setting are buried) to enable the system to do what you want. Also, sometimes the system can do things you need, but you don't initially realize it. When RightNow sells a system to a new customer, I think it should come with X hours of consulting time with a RightNow expert. The customer should be able to consult with this expert over the next year to get advice concerning how to configure the system to achieve desired needs. Often RightNow Support would just answer "no" when I asked if I could do something, but then I would find another way to achieve my goals after talking with other companies using RightNow.
        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

        Oracle

        The learning curve is fairly steep; but for something that has this much capability, it's nearly impossible to make it "easy". The layout and organization are at least reasonably intuitive. The hardest part-- the "weakest link"-- is the portal development (where you can build help centers and other end-user pages.) The capabilities there are significant, but the learning curve for that part is especially steep and it takes a fair amount of expertise to be able to update it.
        Read full review

        Reliability and Availability

        Customer Success Box

        No answers on this topic

        Oracle

        We have never had issues with downtime or it not being available. Upgrades and maintenance also happens in weekends or at night.
        Read full review

        Performance

        Customer Success Box

        No answers on this topic

        Oracle

        We use a lot of tabs and fields on our incident workspace, which should slow the system down, but it's still quite fast, and we continue to optimize whatever is possible.
        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

        Oracle

        The vendor offers customer support to users who maybe stuck in usage of the platform in a number of options and this ensures that one does not get frustrated at all in using the platform. This enhances the trust held by the clients concerning Oracle CX Service [(formerly Oracle Service Cloud)].
        Read full review

        In-Person Training

        Customer Success Box

        No answers on this topic

        Oracle

        Most of our training was given while doing user acceptance testing, and getting the system approved by the market. When ever we were in doubt, our implementer helped us along. Later on we started exploring by our selves.
        Read full review

        Implementation Rating

        Customer Success Box

        No answers on this topic

        Oracle

        Work with a RightNow expert during the implementation. Explain features that would you like to have. Often, somebody who really knows the system can show you what you need to do to achieve the desired results. Where a RightNow support engineer or a consultant might say "the system can't do that," a RightNow application engineer will listen to what you need, and often come up with an alternate path to achieve it
        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

        Oracle

        TCS' customers who also selected Oracle Service Cloud over Salesforce Service Cloud and GE's ServiceMax in the Mfg. vertical in which I work, did so because of the robust ability of Oracle Service Cloud and its APIs to integrate with other value-add solutions for manufacturers such as IoT applications, Big Data Analytics, and Field Service applications.
        Read full review

        Scalability

        Customer Success Box

        No answers on this topic

        Oracle

        We have never had any down time, slowness or anything. Any error or instability that has occurrred has so far has been caused by user errors.
        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

        Oracle

        • We have an internal chargeback for servers and we anticipate that the cloud will save us some money or be cost neutral for us.
        • We plan to see a reduction in the need for data center staff and server provisioning as we move more environments to the cloud.
        • We are now responsible for our own destiny with the ability to ramp up and down our servers based on need. We can also monitor our costs more closely with the metered service and turn off the environments when we are not using them.
        Read full review

        Screenshots

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