TrustRadius Insights for CustomerSuccessBox are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Business Problems Solved
CustomerSuccessBox is a versatile tool that is used company-wide, extending beyond the customer success department to account management and marketing teams. Account managers rely on CustomerSuccessBox to gain a comprehensive view of existing accounts and identify potential threats. By analyzing data within the software, these teams can easily find referenceable customers and users, which is valuable for marketing initiatives. The software has been integrated into the organization's workflow for almost a year, serving as a reliable platform to manage client and relationship data across teams.
CustomerSuccessBox has proven to be an invaluable tool for managing, analyzing, and visualizing account health and relationships. It offers insightful data that enables teams to create successful strategies and make informed decisions. With features like event tracking, email management, note-taking, task management, and risk analysis throughout the customer lifecycle, CustomerSuccessBox streamlines processes and ensures key tasks are completed at each stage through its Playbooks feature.
The software has become the single source of truth for the Customer Success Team. Its dashboard provides a holistic view of different account portfolios, allowing teams to customize it according to their business needs. This flexibility aids decision-making processes significantly. Additionally, setting up automated alerts for important milestones ensures proactive engagement with customers. Integration with other tools further enhances productivity by automating workflows and providing valuable business insights.
Leveraging its data-driven AI feature called Sheldon [ai], CustomerSuccessBox provides recommendations for decision-making based on product engagement data. By managing the portfolio of each customer success manager and predicting client behavior, CustomerSuccessBox enables teams to identify potential clients as well as dormant ones, facilitating upselling opportunities and churn prediction.
Apart from its role in customer success management, CustomerSuccessBox proves useful for sales and customer support teams as well. Sales teams utilize the software to identify software adoption levels, track customer tickets in real-time, and promptly resolve any issues that may arise. Meanwhile, customer support teams rely on CustomerSuccessBox to plan their day effectively, minimize churn risk, bridge the gap between users and clients, and manage renewal and pending invoices.
For all teams involved, CustomerSuccessBox offers user-level data that enhances product visibility and helps foster strong relationships with clients. By providing a detailed perspective and seamlessly linking emails and texts, the software ensures day-to-day work is productive and analytical. Overall, CustomerSuccessBox serves as a comprehensive solution for customer lifecycle tracking, enabling companies to drive product adoption, reduce churn, improve customer retention, and ultimately achieve greater success in their business endeavors.
In our organization, CustomerSuccessBox is used to manage the client and relationship data across teams (Customer Sucess, Implementation, and Support Team).
It has been a great tool to manage, analyze and visualize the account health and relationship with us.
It help us to provide insight to create successful strategies.
Pros
Relationship Health
Account Usage
Modules usage
Logs
Gmail sync
Alert for further actions required
Auto Tasks and List creation
Cons
Nothing as of now, but if there would be a mobile App that would be handy to operate it.
The software is being used by sales and customer support teams. It helps us to identify the adoption of our software, overdue invoices, track customer tickers and solve the same in real-time. Also using csbox we have been able to track the usage of the customers to what features are being used, etc
Pros
Integrations with other softwares very easy
Email sync possible so all the tickets and trail mail can be taken at one place
The reports UI is very simple and interactive
Customer support is very quick
Cons
At first, difficult to navigate in the software
Change of customer support members.
Adoption took a little more time than expected. ~ 45 days
Likelihood to Recommend
Customer success box is very well suited for SAAS companies where p product tracking and adoption of needed. Customer support our implementation teams can use customer success box. For tech, quality teams or marketing teams within a company this product is not useful as the domain for these teams are different.
By our customer success team to track feature usage and communicate with customers to keep them going on our software
Pros
Standardize customer success processes internally
Track and keep a check on product adoption/feature usage
Standardizing onboarding process
Cons
A feature to comment on tasks so that team members can collaborate on them and close them faster with more context.
Likelihood to Recommend
If you want to consciously work with your customers and help them grow consistently with your software product, then this is the all-in-one tool that will help you with everything that is required to help your customers achieve success with your product.
We have around 35 CSMs which are using csbox for the last 7 months. I have implemented this software and currently now managing complete software. Csbox has solved most of the problems which we were facing since we are a large team. It manages the portfolio of each csm very nicely, once you linked your product engagement data with csbox it will start recording the client activities of your website in csbox just like Google Analytics, by using this data you can actually predict clients behaviour of using your software and you can define product health with the product engagement data. Which really helpful to csms to identify their potential and dormant clients and then according to you can pitch your clients for upselling and predict churn respectively. You can also Relationship health based on your calling frequency. Syncing calendars will help you link the email communication with clients in csbox. Also, the journey is a kind of automation feature where you can automatically send an email template to your clients, auto-enrollment in the playbook, auto-assignment accounts to different csms etc. I have automated 7,8 manual tasks with this journey features.
Pros
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.
Cons
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.
Likelihood to Recommend
Well suited for managing your portfolio of clients where you have all related information of a client in a page like all your past communications, all completed/ in-progress tasks, 90 days timeline graph of module/feature used, milestone completed, etc. Less appropriate is when you want to know the last 1 yr of module/feature used data, it can give you the last 3 months' data.
It’s being used in my customer success department and we plan to use it across the whole organization. It helps me track events, emails, notes, tasks, and risks through the entire life cycle of the customers. The Playbooks feature helps ensure that I complete all required tasks at each stage. The experience has been good so far.
Pros
Playbooks
Email sync
Calendar sync
Cons
Integration
Likelihood to Recommend
If your team is managing high touch customers and each member is handling 10+ accounts, you should consider the product.
CustomerSuccessBox has been used by our customer-facing team to manage customers, identify risks, and determine upsell triggers.
Pros
It helps my team see the health of customers well.
As a marketing person, we have automated emails sent to our successful customers for a case study and I am able to manage that with CustomerSuccessBox.
It's been used by the entire company across multiple departments like customer success, account management, customer support, and customer marketing.
Cons
Due to our large number of customers, sometimes it takes time to load.
Likelihood to Recommend
It is absolutely suitable for customer success teams which are B2B SaaS companies with more than $1M revenue and who want to set up customer success departments for a scalable and repeatable model.
<p>Customer Success Box has now become the single source of truth for our Customer Success Team. It allows our team to get a complete picture of an account and how best to serve their needs.</p><p><span style="letter-spacing: -0.6px;">As an admin, I find the dashboard feature incredibly useful in providing a holistic view of different account portfolios. The ability to customize it according to business requirements has been instrumental in decision-making.</span>
</p><p><span style="letter-spacing: -0.6px;">Setting up automated alerts for important milestones is a magnificent feature of CSB which gives the ability to be proactive and show our customers some extra love.</span>
</p><p><span style="letter-spacing: -0.6px;">The ease of integrating CSB with our product and 3rd party tools helped us automate several workflows and provide valuable business insights.</span>
</p><p>Sheldon [ai] is a very good data-driven AI feature recently introduced within the platform. Although we haven’t started using it much, it seems to be a game-changer for us in the long run to make decisions based on recommendations provided by Sheldon [ai].</p>
Pros
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
Cons
Adding more metrics for relationship segment on account level.
3rd Party Integration as per use case or requirement.
Can improve font size of menu bar, it sometimes strains eyes.
Likelihood to Recommend
It's well suited for managing a large number of clients under a single platform. There was a time before using CSB when we used to manage all client-related information through different sources. But after onboarding CSB, it has eased our various processes and we are able to automate certain processes as well. The focus has now shifted to getting valuable insights from data collected under a single platform. It is easy to track and take proactive decisions based on health metrics provided by the platform.
CustomerSuccessBox is being used across the whole organization to keep track of the users' productivity as well as measure the performance of the customer in terms of using our software and how frequently they are using it. CSB helps us to keep a track of our tasks and follow-ups. With a few clicks, we can check the renewal and pending dues of our customers. It also helps to drives product adoption, helps grow recurring revenue, reduces churn and drives retention for our customers.
Pros
Managing tasks and follow-ups
Email sync feature is amazing
Multiple options while logging a meeting, an internal discussion, a demo scheduled,
or KT, etc.
Cons
Sometimes experienced slowness
Can't open and work on multiple windows as it hangs
Likelihood to Recommend
CustomerSuccessBox helps to onboard, retain, upsell & drive MRR Growth for B2B SaaS. Leading indicators, especially on low usage, helps to decide what actions to take proactively on that particular customer. Acting on the right account at the right time is very important and helps to reduce missed opportunities. It streamlined our process and now we know exactly on which customer we need to focus more, identifying early warning signs for proactive support and action. After implementing CustomerSuccessBox the productivity increased in the last 6 months.
