Zoom Whiteboard Tutorial (Step-by-Step Guide)
Jake Lizarraga
Choosing the right customer success software is a frustratingly difficult task for most teams due to the broadness of the product category and variety of use cases. To speed up that journey, we've put together an in-depth comparison between the top five platforms you should consider.
What is customer success software?
Customer success software — also known as customer success management software (CSM) — is a tool or platform that businesses use with the goal of increasing customer retention while improving the overall experience throughout the entire customer journey.
Customer success software comparison table
| Nombre | Precios | Integraciones |
| Vitally | Unknown | 28 |
| Gainsight | ~$30,000/year | 47 |
| Totango | ~$50,000/year | 44 |
| ChurnZero | ~$30,000/year | 62 |
Beyond the included features, we used three additional criteria to compare each platform:
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Pricing. Factors in the entry-level price, capacity for scaling cost-effectively, and any hidden fees outside of the base subscription.
- Analytics. Judged on the ease of customer data management, diversity of metrics covered, and robustness of collection mechanisms.
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Integrations. Measured by the number of integrations available, workflow automation capabilities, and access to first-party APIs (if applicable).
A brief detour for customer success pros
Webinars are the best way to onboard customers if your SaaS product is complex — like an all-in-one platform or suite of tools designed to work together.
However, repeating the same onboarding webinar over and over again is unscalable, demoralizing, and keeps your team from tackling other critical initiatives.
If you know this pain firsthand, our product, eWebinar, will let you automate your webinars without sacrificing the ability to communicate with attendees via live chat or asynchronously by email. Webinar automation, surprisingly, also increases attendance, engagement, and completion rates.
To learn more about how eWebinar can help your customer success team onboard users at scale, skip to the end of this article or watch our on-demand demo to experience an automated webinar for yourself!
Now, back to what you came here for…
4 best customer success software
Here are the 4 best customer success software we'll be comparing today:
Sumerjámonos.
1. Vitally
Vitally is a customer success platform
Vitally takes a different approach to older customer success solutions like Gainsight by incorporating productivity and collaboration as key elements of its platform. This stands in contrast to its more established competitors who focus almost exclusively on analytics and integrations.
In addition to the usual customer health scores, Vitally comes equipped with Kanban boards and a table view that functions as a collaborative spreadsheet. You'll also be able to assign tasks to team members or assign customer success managers to customers
Another handy feature is Vitally Docs which lets your team collaborate with both coworkers and customers in real time without ever leaving the platform. You can even embed projects, tasks, notes, or surveys within your Vitally docs to make it easier for collaborators to access relevant resources.
Finally, Vitally's visual workflow builder lets you automate workflows that branch out when certain conditions are met. This could mean triggering a personalized email sequence or creating a different set of tasks depending on which segment a new user is in.
Analítica
While Vitally's native analytics aren't as expansive as some of its competitors, users can quickly build custom dashboards using the platform's drag-and-drop widgets. These widgets will then pull and display data from other tools in your tech stack via integrations or Vitally's analytics API.
Integraciones
Vitally has 28 integrations plus two APIs that you can use to sync product analytics and customer data. Integrations include Amplitude, Mixpanel, Segment, Stripe, Salesforce, HubSpot, Intercom, Zendesk, and Zapier!
You can also use its integrations with Redshift, Snowflake, BigQuery, PostgreSQL, and Amazon S3 to sync Vitally with the rest of your database. There's even a Google Calendar integration coming soon that will let you sync meetings on your calendar with Vitally as a meeting object.
Precios
Vitally uses quote-based pricing and we were unable to find any customer reports regarding average cost. However, it's worth noting that Vitally's pricing changes depending on whether you're a tech-touch, high-touch, or hybrid-touch business.
2. Gainsight
Gainsight is a customer success platform
Gainsight is one of the most popular customer success platforms with 200 publicly-traded companies using it. The platform draws data from dozens of integrations (which we'll get into later) in order to create a timeline across every tool, touchpoint, and stage of the customer journey.
Extracting insights from your organization's database is made a lot easier using Gainsight's AI chatbot named Sally. You'll be able to ask Sally for data — including customer summaries and survey responses — through your Slack workspace or smartphone using the mobile app for both iOS and Android.
Gainsight's feedback collection capabilities use natural language processing (NLP) to identify trends and provide actionable insights before customers churn. Gainsight even has customer sentiment scoring that saves you the time it would take to manually tag user feedback.
In addition to its customer success platform, Gainsight also has separate products for product experience, customer communities, and customer education. The main drawback is that you'll need a technically inclined operations manager to fully utilize any of Gainsight's products
Analítica
In addition to centralizing data from multiple sources, Gainsight also has AI-optimized scorecards that show you the most relevant and accurate scores. Customer success managers will also be able to own their results with a portfolio that contains all relevant tasks and insights.
On the other hand, executives will be able to view a high-level overview of health scores and NPS trends. Even on the sales side, Gainsight displays revenue growth data based on the impact of customer success qualified leads (CSQLs) and highlights opportunities for account expansion.
Integraciones
Gainsight has 47 integrations for Gainsight Customer Success (or 62 if you count integrations for other Gainsight products.) Integrations include Snowflake, Mixpanel, Google Analytics, Segment, ServiceNow, Jira, Freshdesk, Pipedrive, Zoho, Salesforce, HubSpot, SurveyMonkey
Gainsight also has integrations for customer service software like Zendesk, Freshdesk, and Intercom that allow it to extract insights from conversations while simultaneously updating customer profiles. Check out our article on Zendesk integrations to see the value of syncing customer service data.
Precios
Gainsight uses quote-based pricing. However, we found customer reports that put the average cost around $30,000/year. Those with more advanced use cases received quotes that crossed the six-figure threshold in annual pricing.
3. Totango
Totango is a customer success platform
While Totango has the usual tool integrations and automation features you'd expect, it also enables AI-powered content generation using Jasper. Totango is also working on an AI assistant that will be able to use natural language queries to find specific customer information on demand.
Like Gainsight, Totango has an AI chatbot named Zoe that can provide customer summaries upon being asked through Slack. Summaries include health scores, subscription amounts, and which team members are handling the account.
Totango also lets each user create a portfolio to view tasks and receive notifications that are related to the accounts they handle. Stakeholders will then be able to view the account activity timeline to evaluate the performance of each portfolio.
Beyond the standard data management capabilities, the Totango platform has customer engagement platforms such as email campaigns and in-app experiences. Email campaigns can be streamlined using Totango's templates while in-app experiences can be created with the low-code builder.
Analítica
On top of the customer data integrations below, Totango's native reporting capabilities are quite robust as well. Totango lets you build scorecard dashboards that visually track specific goals and KPIs that let team members gauge performance at a glance.
You can also segment accounts based on contract status, subscription tier, user count, and many other attributes. This makes it easy to filter through large data sets and hone in on actionable insights for your most important customers.
Integraciones
Totang has 44 integrations however not all of these are native integrations and some need to be connected using the API. Integrations include Dropbox, Intercom, Jasper, Jira, Microsoft Teams, Mixpanel, Monday, Pendo, Salesforce, Segment, Slack, Stripe, Zendesk, Zoho, and Zapier
Totango also has integrations with HubSpot allowing you to connect both the CRM and Marketing Hub. There are even integrations for both Google Calendar and Zoom coming soon to Totango. Lastly, you can use Totango's API to connect other data streams.
Precios
Totango uses quote-based pricing. However, we found customer reports that put the average cost around $50,000/year. Totango also charges a 20% setup fee for new customers which further increases the upfront cost.
4. ChurnZero
ChurnZero is a customer success platform
Analítica
ChurnZero has detailed analytics on both the contract and employee levels. You can see how many accounts each customer success manager is handling — along with the combined contract value of those accounts.
You can also see the percentage of accounts at risk of churning, the number of accounts up for renewal in the next month/day/quarter, and the total contract amount up for renewal for each time period. Finally, ChurnZero shows a daily summary of how the churn score has changed over the past 14 days.
Integraciones
ChurnZero has 62 integrations including Zendesk, Freshdesk, Intercom, Pendo, Mixpanel, Segment, Slack, Stripe, and QuickBooks. You'll also find integrations for over a dozen CRMs including HubSpot, Pipedrive, Salesforce, and more.
Additionally, ChurnZero's REST API lets you export data and sync them with other tools in your tech stack. These include account/contact information, event data, user segments, health scores, and custom tables.
Precios
ChurnZero uses quote-based pricing. However, we found customer reports that put the average cost around $30,000/year. That's just the platform fee so you'll also be paying for individual licenses ($1,400/year/user) with additional fees for each customer account in your database.
Automate onboarding and training with eWebinar
eWebinar is a webinar automation platform for customer success teams. Webinars are a powerful tool that CS teams utilize to onboard and educate customers.
The catch is that customer success managers who do webinars spend countless hours hosting them whenever new users come along. We built eWebinar from the ground up to help you automate your webinars without sacrificing a personalized customer experience.
With our platform, you can record a presentation once then set it on a recurring schedule and make it available on-demand — all while retaining the ability to chat with attendees in real time through live chat or respond via email after the webinar ends.
Because our flexible scheduling makes automated webinars as easy as possible to attend, the average attendance rate across our platform is 65% which is a significant improvement on the 40% industry average for live webinars.
When customer success teams switch from hosting live webinars to eWebinar's automated webinars, it's typical for their attendance rate to double. Certain companies notice a much larger impact such as a 6x increase in their attendance rate:
If you want to double your attendance rate and reclaim the time of your customer success team then watch our on-demand demo to see eWebinar in action!
Conclusión
Helping customers achieve success with your product is no easy feat but the above solutions will get you one step closer to better experiences, lower churn rates, and a higher customer lifetime value. If you're already hosting customer success webinars, we strongly recommend you start automating them!
Webinar automation will help you improve customer satisfaction and nurture customer relationships throughout the entire user journey. eWebinar automates your customer success efforts while retaining real-time customer communication and helping you gather customer feedback during webinars.
Don't take our word for it, watch our on-demand demo right now to see for yourself!
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