CustomerSuccessBox vs. Userlane

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
Userlane
Score 9.8 out of 10
Enterprise companies (1,001+ employees)
The technology developed by Userlane is designed to guide users through software like a GPS turn-by-turn navigation system. The vendor says this allows every user to operate even complex software on a professional level without any learning curve. Userlane includes interactive step-by-step guides, which can be implemented on top of every existing web-based software or e-commerce website. These interactive guides lead every user through all processes and show them live within the…N/A
Pricing
CustomerSuccessBoxUserlane
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
CustomerSuccessBoxUserlane
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup Fee$499 per userRequired
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/The pricing is heavily dependent on your requirements therefore we ask you to contact us directly.
More Pricing Information
Features
CustomerSuccessBoxUserlane
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
CustomerSuccessBox
8.5
11 Ratings
1% below category average
Userlane
-
Ratings
API8.59 Ratings00 Ratings
Integration with Salesforce.com8.57 Ratings00 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
Userlane
-
Ratings
Product usage9.315 Ratings00 Ratings
Help desk / support tickets9.512 Ratings00 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
CustomerSuccessBox
9.0
15 Ratings
8% above category average
Userlane
-
Ratings
NPS surveys7.811 Ratings00 Ratings
Sponsor tracking9.18 Ratings00 Ratings
Customer profiles9.014 Ratings00 Ratings
Automated workflow9.514 Ratings00 Ratings
Customer health scoring9.313 Ratings00 Ratings
Customer segmentation9.515 Ratings00 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
CustomerSuccessBox
8.8
15 Ratings
7% above category average
Userlane
-
Ratings
Customer health trends9.313 Ratings00 Ratings
Engagement analytics8.614 Ratings00 Ratings
Revenue forecasting8.29 Ratings00 Ratings
Dashboards9.315 Ratings00 Ratings
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CustomerSuccessBoxUserlane
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Enterprises
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User Ratings
CustomerSuccessBoxUserlane
Likelihood to Recommend
9.5
(15 ratings)
9.1
(4 ratings)
Usability
9.3
(15 ratings)
9.1
(1 ratings)
Support Rating
9.3
(15 ratings)
-
(0 ratings)
User Testimonials
CustomerSuccessBoxUserlane
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
Userlane
Well suited:
  • Web-based software with many users, complex processes (or both) --> Easy to fix a lot of common support / training issues very fast
  • Software rollouts with high costs associated to ensure user acceptance is great --> Great feedback from users
  • Multiple applications where processes are adjusted regularly --> Fast to roll out across many apps and easy to maintain
Not so well suited:
  • Desktop apps -- > Doesn't really work for desktop
  • Mobile apps --> Limited support, only works for web-based mobile apps
  • Small user base (less than 50 users) --> Not required when there are only a few users
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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.
Read full review
Userlane
  • Unbiased people and company.
  • Professional team.
  • Solution oriented team.
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
Userlane
  • Need to Improve User level analytics
  • Need to Improve UX/UI
  • Need to improve reporting
  • More option to export the analytics report ,Currently you can export in PDF.
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.
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Userlane
  • Easy to use content editor, no specific knowledge needed
  • Super fast to create interactive guides, went live within days
  • Clean and actionable analytics, not too bloated
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.
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Userlane
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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Userlane
I haven't used any other to much extent.
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
Userlane
  • Higher conversion rate.
  • Less support needed.
  • Proactive communication solves the most user questions.
Read full review
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

Userlane Screenshots

Screenshot of Explanation of the action which has to be taken by the user.