What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
17 Ratings
2 Ratings

CustomerSuccessBox

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
17 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.6 out of 100
2 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 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

UserReplay

Great for online businesses who are well established and want to refine their UX/site performance.
Chris Wood | TrustRadius Reviewer

Feature Rating Comparison

Platform & Infrastructure

CustomerSuccessBox
8.5
UserReplay
API
CustomerSuccessBox
8.6
UserReplay
Integration with Salesforce.com
CustomerSuccessBox
8.5
UserReplay

Customer Data Extraction / Integration

CustomerSuccessBox
9.5
UserReplay
Product usage
CustomerSuccessBox
9.4
UserReplay
Help desk / support tickets
CustomerSuccessBox
9.6
UserReplay

Customer Success Management

CustomerSuccessBox
9.1
UserReplay
NPS surveys
CustomerSuccessBox
7.9
UserReplay
Sponsor tracking
CustomerSuccessBox
8.8
UserReplay
Customer profiles
CustomerSuccessBox
9.2
UserReplay
Automated workflow
CustomerSuccessBox
9.6
UserReplay
Customer health scoring
CustomerSuccessBox
9.4
UserReplay
Customer segmentation
CustomerSuccessBox
9.6
UserReplay

CSM Reporting & Analytics

CustomerSuccessBox
8.8
UserReplay
Customer health trends
CustomerSuccessBox
9.1
UserReplay
Engagement analytics
CustomerSuccessBox
8.6
UserReplay
Revenue forecasting
CustomerSuccessBox
8.1
UserReplay
Dashboards
CustomerSuccessBox
9.4
UserReplay

Pros

CustomerSuccessBox

  • 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.
Pushpendra Pal | TrustRadius Reviewer

UserReplay

  • Identifying an issue and quickly understanding what the financial impact is
  • Seeing how users use and interact with your site, by device
  • Reporting on custom events
  • Quickly finding a session and replaying it, to watch it back.
Chris Wood | TrustRadius Reviewer

Cons

CustomerSuccessBox

  • 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.
Pushpendra Pal | TrustRadius Reviewer

UserReplay

  • Having confidence in the reports/numbers it pulls
  • No function to email out weekly/monthly reports.
  • Insights are sometimes difficult to extract
Chris Wood | TrustRadius Reviewer

Usability

CustomerSuccessBox

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.
Anonymous | TrustRadius Reviewer

UserReplay

No score
No answers yet
No answers on this topic

Support Rating

CustomerSuccessBox

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.
Karthik Jairam | TrustRadius Reviewer

UserReplay

No score
No answers yet
No answers on this topic

Alternatives Considered

CustomerSuccessBox

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.
Sachidanand Chaudhary | TrustRadius Reviewer

UserReplay

Very well, a similar but different system
Chris Wood | 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

UserReplay

  • Confirmed our low basket abandonment
Chris Wood | 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

UserReplay

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Rating Summary

Likelihood to Recommend

CustomerSuccessBox
9.6
UserReplay
9.0

Usability

CustomerSuccessBox
9.4
UserReplay

Support Rating

CustomerSuccessBox
9.4
UserReplay

Add comparison