9 Ratings
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Score 8.9 out of 100
2 Ratings
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Score 8.5 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

Usersnap for Customer Feedback

Definitely a great tool that is way better than just recording web QA feedback in a Google Doc or via email. Everything goes straight into a queue and it is easy to tag what you are talking about with the tool. Leaves less room for misinterpretation and keeps a record of all feedback so nothing gets missed. Filtering within the feedback queue and search functionality to avoid duplicates would be helpful.
Annie Hathaway | TrustRadius Reviewer

Feature Rating Comparison

Platform & Infrastructure

CustomerSuccessBox
8.6
Usersnap for Customer Feedback
API
CustomerSuccessBox
8.7
Usersnap for Customer Feedback
Integration with Salesforce.com
CustomerSuccessBox
8.5
Usersnap for Customer Feedback

Customer Data Extraction / Integration

CustomerSuccessBox
8.9
Usersnap for Customer Feedback
Product usage
CustomerSuccessBox
8.8
Usersnap for Customer Feedback
Help desk / support tickets
CustomerSuccessBox
8.9
Usersnap for Customer Feedback

Customer Success Management

CustomerSuccessBox
8.7
Usersnap for Customer Feedback
NPS surveys
CustomerSuccessBox
8.3
Usersnap for Customer Feedback
Sponsor tracking
CustomerSuccessBox
8.6
Usersnap for Customer Feedback
Customer profiles
CustomerSuccessBox
8.5
Usersnap for Customer Feedback
Automated workflow
CustomerSuccessBox
8.7
Usersnap for Customer Feedback
Customer health scoring
CustomerSuccessBox
9.0
Usersnap for Customer Feedback
Customer segmentation
CustomerSuccessBox
8.8
Usersnap for Customer Feedback

CSM Reporting & Analytics

CustomerSuccessBox
8.5
Usersnap for Customer Feedback
Customer health trends
CustomerSuccessBox
8.9
Usersnap for Customer Feedback
Engagement analytics
CustomerSuccessBox
8.7
Usersnap for Customer Feedback
Revenue forecasting
CustomerSuccessBox
7.8
Usersnap for Customer Feedback
Dashboards
CustomerSuccessBox
8.7
Usersnap for Customer Feedback

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

Usersnap for Customer Feedback

  • Organize customer feedback.
  • Provide an easy to use, feature-rich widget that allows users to highlight, comment and even draw on a screenshot of your application.
  • Screenshots that are sent to you include meta-data like the browser user agent, browser console data, screen resolution, etc.
Juan Palma | 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

Usersnap for Customer Feedback

  • When you go into the list of Usersnap feedback you have submitted, there isn't search functionality or filtering so that you can see the feedback of a certain type at a time, or see if you submitted that feedback already.
Annie Hathaway | 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

Usersnap for Customer Feedback

No score
No answers yet
No answers on this topic

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

Usersnap for Customer Feedback

Usersnap for Customer Feedback 7.0
Based on 1 answer
I am unsure how to rate the support of Usersnap as I did not contact support yet. The tool works well as is. The agency we work with that used the tool didn't need to contact Usersnap support as well. I'm sure the user support on the tool is adequate.
Annie Hathaway | 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

Usersnap for Customer Feedback

Prior to Usersnap we looked at and even tried to bring up Bugzilla, but it requires a lot of maintenance and customization in my opinion. We needed something that was ready to use out of the box, which Usersnap certainly was. The other problem with Bugzilla is that it's mostly for software development bugs, that is, bugs submitted by developers, not really end users. Yes, it can be used by end-users, but not as intuitively as Usersnap.
Juan Palma | 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

Usersnap for Customer Feedback

  • Usersnap has allowed us to implement a solution that allows end-users to communicate with us with very little effort.
Juan Palma | 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

Usersnap for Customer Feedback

General

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

Rating Summary

Likelihood to Recommend

CustomerSuccessBox
8.9
Usersnap for Customer Feedback
8.5

Usability

CustomerSuccessBox
8.8
Usersnap for Customer Feedback

Support Rating

CustomerSuccessBox
9.1
Usersnap for Customer Feedback
7.0

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