Name: ZapScale
Price: 8999 USD
Author: ZapScale

Call Center Workforce Optimization

Help Desk

Web and Video Conferencing

Customer Support

Chatbot

Functional Testing

Kubernetes Monitoring

No-Code Development

Development

Admissions and Enrollment

Classroom Management

Education

Business Intelligence (BI)

Collaboration

Facility Management

Statistical Analysis

Workspace Planning

Enterprise

Accounting

Accounts Payable

Financial Planning and Analysis (FP&A)

Hedge Fund

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

3D Printing

Block Storage

Cloud Data Warehouse

Cloud Storage

Configuration Management Databases

Deception Technology

Encryption Key Management

Fraud Detection

Integration Platform as a Service (iPaaS)

IoT Device Management

Load Balancing

Network Performance Monitoring

Operating Systems

SOA Governance

SaaS Backup

Server Virtualization

Service Desk Outsourcing

Vector Databases

WiFi Hotspot

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Customer Success

Digital Content Creation

Email Marketing

Market Intelligence

Marketing Automation

Referral Marketing

Social Media Management

Survey & Forms Building

Usability Testing

Web Analytics

Marketing

Project Management

Professional Services

Customer Onboarding

Customer Relationship Management (CRM)

Field Sales Software

Sales Performance Management

Sales

Agriculture

Construction Takeoff and Estimating

Dealer Management

Direct Secure Messaging

Equipment Rental

Fleet Management

Insurance Suites

PCB Design

Rental Property Management

Restaurant Management

Vertical-Specific

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ZapScale is a customer success platform offered by ZapScale Inc. that aims to assist B2B SaaS businesses in enhancing customer engagement, reducing churn, and driving growth. According to the vendor, this platform provides customer success teams with the necessary tools and insights to efficiently manage and scale their operations, track key metrics, and proactively engage with customers. It caters to companies of various sizes, from early-stage startups to established enterprises, and is commonly used by Customer Success Managers (CSMs), Customer Success Leaders, Founders and CXOs, as well as B2B SaaS and technology companies.

## Key Features

**Customer360**: According to the vendor, this feature allows users to gain a comprehensive view of customer data from all primary touchpoints in a single view. It also enables monitoring of customer and user health using pre-built key performance indicators (KPIs) to prioritize customers based on their needs and preferences.

**Health Analytics**: The vendor claims that this feature provides insights into customer health by tracking 40 pre-built KPIs, including usage score, ticketing score, and feature request score. It aims to help identify unhappy customers and potential churn risks, allowing for proactive issue resolution.

**Account Segmentation**: The vendor states that this feature allows users to slice and dice customer data based on various factors such as ARR, lifecycle stage, and engagement strategy. It facilitates the creation of customer segments and enables the comparison of cohorts to tailor engagement strategies and ensure personalized customer experiences.

**Outcome Tracking**: According to the vendor, this feature enables users to tag individual features or product use-cases to track customer adoption and time to value. It aims to help users understand if customers are deriving value from the product and identify areas for improvement.

**Playbooks**: The vendor claims that this feature offers pre-designed playbooks and plans to standardize and scale customer success operations. It also allows users to create custom playbooks based on customer health, lifecycle events, risks, and opportunities.

**Contextual Communication**: According to the vendor, this feature facilitates personalized and targeted communication with customers through messages, emails, and alerts. It offers automation capabilities based on triggers and changes in customer health data.

**Task Management**: The vendor states that this feature enables users to organize and prioritize tasks using the Zapbook, a tailored view of crucial insights and action items for the customer portfolio. It streamlines task management by automating task creation and assignment based on customer health and lifecycle events.

**Business Overview**: According to the vendor, this feature allows users to track key business metrics such as Net Revenue Retention (NRR), Growth Retention Rate (GRR), and Monthly Recurring Revenue (MRR). It aims to provide real-time visibility into business performance, enabling data-driven decision-making.

**Prediction Alerts**: The vendor claims that this feature leverages ZapScale's AI model to identify customer churn threats and upsell opportunities. Users can receive accurate predictions and forecasts to proactively manage customer relationships.

**Trend Analytics**: According to the vendor, this feature enables users to analyze product, health, and team performance over chosen time frames. It aims to help monitor customer and user adoption trends, allowing for the identification of challenges and opportunities for improvement.

Basic

Estate

Forest

Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.

The Early Stage program

Proactive Support Plus add-on

Expert

Advanced

Essential

Intercom

ZapScale

Customer Success Management is concerned with proactively making sure that SaaS customers get value from their relationship with the vendor. CSM platforms typically give early warning of potential customer churn based on disparate data elements, giving the vendor time to take early action to keep the relationship on track.

Customer Data Extraction / Integration

Product usage

The software integrates with your application to track how customers are using your product.

Help desk / support tickets

The software integrates with your support desk and call center systems to track each customer’s support needs and activities.

Online customer community

The software tracks how each customer interacts with your online customer community or forum.

Billing

The software tracks where each customer stands in terms of billing and payments.

Marketing emails

The software integrates with your email marketing system to track how customers are interacting with your marketing campaigns, e.g., opens, clicks and unsubscribes.

Customer Success Management

NPS surveys

The software facilitates the creation and execution of NPS (net promoter score) surveys, and integrates the results within each customer’s profile.

Sponsor tracking

The software alerts you when a sponsor or admin user changes roles or leaves the company. The software may track this through LinkedIn integration or changes in the user record in your product.

Customer profiles

The software unifies and presents all customer data in one place, so customer success managers can track the health of each of their customers.

Automated workflow

The software allows you to set up automated actions, alerts or tasks to be triggered by particular changes in customer data.

Internal collaboration

The software allows members of your team to communicate and leave notes about any customer issues.

Customer health scoring

The software allows you to build rules for scoring customer health based on customer data and actions, much like lead scoring for marketing.

Customer segmentation

The software allows you to segment customers by particular attributes, e.g., onboarding customers vs. legacy customers.

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

Customer health trends

The software allows executives to view customer health trends over time.

Engagement analytics

The software allows you to track and report on how your customer base overall is using your product to surface insights such as how feature adoption correlates with customer retention.

Revenue forecasting

Based on customer health trends, churn rates, etc., the software can predict revenue.

Dashboards

Users can create, customize and share dashboards, which provide an overview of the most important metrics.

Customer lifetime value

The software can calculate and report on customer lifetime values.

Churn rate

The software can calculate your churn rate, or the rate at which you lose customers.

Security

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

Role-based user permissions

Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.

Platform & Infrastructure

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

An API (application programming interface) provides a standard programming interface for connecting third-party systems to the software for data creation, access, updating and/or deletion.

Integration with Salesforce.com

The software can integrate with Salesforce.com bi-directionally, allowing for data syncs, activity alerts, campaign triggers, enhanced reporting, and lead assigning.

Integration with Marketo

The software can integrate with Marketo bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.

Integration with Eloqua

The software can integrate with Eloqua bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.

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