What users are saying about
122 Ratings
9 Ratings
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Score 8.9 out of 100
122 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

CustomerSuccessBox

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!!!!!
Karthik Jairam | TrustRadius Reviewer

Pendo.io

[Pendo.io] is great to get insights on where and how users use your site. [Pendo.io] is great because it's easy to use and is always tracking everything, even if you haven't tagged something specifically. If you are trying to do step by step guides for training on how to use a site, I have used more robust tools for that. It also doesn't record user sessions like others, if you're wanting to actually watch a recording of someone using your site.
Myles Pickett | TrustRadius Reviewer

Feature Rating Comparison

Platform & Infrastructure

CustomerSuccessBox
8.6
Pendo.io
API
CustomerSuccessBox
8.7
Pendo.io
Integration with Salesforce.com
CustomerSuccessBox
8.5
Pendo.io

Customer Data Extraction / Integration

CustomerSuccessBox
8.9
Pendo.io
Product usage
CustomerSuccessBox
8.8
Pendo.io
Help desk / support tickets
CustomerSuccessBox
8.9
Pendo.io

Customer Success Management

CustomerSuccessBox
8.7
Pendo.io
NPS surveys
CustomerSuccessBox
8.3
Pendo.io
Sponsor tracking
CustomerSuccessBox
8.6
Pendo.io
Customer profiles
CustomerSuccessBox
8.5
Pendo.io
Automated workflow
CustomerSuccessBox
8.7
Pendo.io
Customer health scoring
CustomerSuccessBox
9.0
Pendo.io
Customer segmentation
CustomerSuccessBox
8.8
Pendo.io

CSM Reporting & Analytics

CustomerSuccessBox
8.5
Pendo.io
Customer health trends
CustomerSuccessBox
8.9
Pendo.io
Engagement analytics
CustomerSuccessBox
8.7
Pendo.io
Revenue forecasting
CustomerSuccessBox
7.8
Pendo.io
Dashboards
CustomerSuccessBox
8.7
Pendo.io

Pros

CustomerSuccessBox

  • Provides product adoption and client relationship metrics on Account level.
  • Provides options for customizable dashboards.
  • Automated alerts based on set criteria.
  • Sheldon [ai] recommendations.
  • Quick support
Sachin Agarwal | TrustRadius Reviewer

Pendo.io

  • Pendo.io is very user-friendly, designed for users (like me) without a technology background, to easily set up and navigate the tool.
  • In-app guides and walk thru's are very easy to set up and customize.
  • Customized Dashboards are excellent for our different teams, they can focus on exactly what they need, and adjust their dashboard widgets easily as needed.
  • NPS tool basically runs itself.
  • Pendo.io staff is always helpful and available to answer questions. They are always willing listeners when we have suggestions or a unique problem to solve.
  • Pendo.io Slack channel is very helpful! lots of sharing of best practices between all kinds of Pendo.io users.
Jennifer Gray | TrustRadius Reviewer

Cons

CustomerSuccessBox

  • Quick add logs/tasks directly from the account page, this will save a lot of loading time and effort.
  • Software load speed.
Gavin Thomas | TrustRadius Reviewer

Pendo.io

  • As they are continuing to grow, and working to get users to the new Visual Design Studio, I think the biggest overhaul is to Guides specific to the What's New portion, and making this available sooner than later in the new Visual Design Studio will make transitioning easy, and make it stickier in orgs.
  • Improved workflow in the designers, whether Classic Designer or Visual Design Studio, I don't always want to edit the default components of the item I am creating, but I have to click Apply to escape it.
  • A little more clarity around use cases - when I took on my role currently, I was tasked with taking over Pendo.io management. Having used it in my previous role was helpful, but I still had plenty of questions from a backend administration and implementation stance, but I was more directed to hobble along. I've made great strides, and the Pendo.io Slack channels and user community are quite helpful.
Jeremy Robinson | TrustRadius Reviewer

Likelihood to Renew

CustomerSuccessBox

No score
No answers yet
No answers on this topic

Pendo.io

Pendo.io 9.1
Based on 2 answers
We have had an excellent experience with Pendo. When we've had questions or concerns, Pendo is very quick to respond and communicate with us. We have experienced top-notch customer support and customer engagement. We have actually modeled some of our implementation and product processes after Pendo's examples.
Jennifer Gray | TrustRadius Reviewer

Usability

CustomerSuccessBox

CustomerSuccessBox 8.8
Based on 9 answers
For a product Like CSB - User Interface is very important , & I must say CSB has User Interface.CSB runs smooth.Different Attributes at tips to ease the work.Integrating all my customers in one view
Ankur Parswani | TrustRadius Reviewer

Pendo.io

Pendo.io 10.0
Based on 4 answers
Overall, Pendo provides a smooth interface, especially with the most recent update, and I couldn't imagine using or learning any other platform so product focused. From the moment I log into Pendo, I know where I'm going and what I'm looking for and I'm able to find that, through the interface, in as little time as possible. This helps keep me focused on doing other tasks at work so I'm not overburdened with hunting things down in the system
Aaron Beaty | TrustRadius Reviewer

Support Rating

CustomerSuccessBox

CustomerSuccessBox 9.1
Based on 9 answers
It is very good and can be reached on emails easily, support gives the resolution on time and can help in working us productively
Akshay Jangra | TrustRadius Reviewer

Pendo.io

Pendo.io 7.5
Based on 7 answers
They've been great anytime that we have needed help with something. They also have some really great help articles. We're able to figure most things out through their articles, but when we've had to call in they've been very helpful and we haven't had any problems. I'd highly recommend working with them.
Anonymous | TrustRadius Reviewer

Online Training

CustomerSuccessBox

No score
No answers yet
No answers on this topic

Pendo.io

Pendo.io 9.1
Based on 1 answer
The training schedule was well thought out and tailored to meet our needs. Chantelle stayed with us through the whole implementation and made sure that we were good to go.
Emily Hardin | TrustRadius Reviewer

Implementation Rating

CustomerSuccessBox

No score
No answers yet
No answers on this topic

Pendo.io

Pendo.io 9.0
Based on 2 answers
Use Segment to install and cut developers out of the work cycle!
Anonymous | TrustRadius Reviewer

Alternatives Considered

CustomerSuccessBox

We have chosen CustomerSuccessBox as it provides a 360degree customer view and end-to-end customer success management. On top of that having the visibility to automate alerts.
Shweta Dubey | TrustRadius Reviewer

Pendo.io

Pendo.io far and away blows Totango out of the water. While Totango offers in depth usage tracking, it is far behind the experience Pendo provides. Pendo.io is more flexible in what it can track (customizable), offers a far better end user UI/experience, and provides additional features that Totango does not offer (Guides, NPS tracking, etc.). Even Pendo's customer service is better than Totango's. The only place where Totango might have an edge on Pendo.io is in their reporting structure/functionality, which I outlined earlier.
Anonymous | TrustRadius Reviewer

Return on Investment

CustomerSuccessBox

  • 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.
Sachin Agarwal | TrustRadius Reviewer

Pendo.io

  • 95% reduction in required dev resources, freeing them up for more product development
  • Roughly a 400% increase in effective customer messaging from 2017 (31 guides) to 2018 (currently, 141 guides), spurring all kinds of engagement from more feature usage & discovery to education & in-app training.
  • 100% of all new features and feature updates are now substantiated by quantitative and qualitative data, in-part sourced from Pendo.
Jonathan Slavuter | TrustRadius Reviewer

Screenshots

Pricing Details

CustomerSuccessBox

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
$ 499*

* per user

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/

Pendo.io

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Pendo.io Editions & Modules

Edition
FreeFree
TeamContact sales team
ProContact sales team
EnterpriseContact sales team
    Additional Pricing Details

    Rating Summary

    Likelihood to Recommend

    CustomerSuccessBox
    8.9
    Pendo.io
    9.0

    Likelihood to Renew

    CustomerSuccessBox
    Pendo.io
    9.1

    Usability

    CustomerSuccessBox
    8.8
    Pendo.io
    10.0

    Support Rating

    CustomerSuccessBox
    9.1
    Pendo.io
    7.5

    Online Training

    CustomerSuccessBox
    Pendo.io
    9.1

    Implementation Rating

    CustomerSuccessBox
    Pendo.io
    9.0

    Add comparison