Did you know that, according to Forbes, attracting new customers is up to five times more expensive than retaining current ones? Or that boosting customer retention by 5% increases profits by up to 95%?
It’s no secret that SaaS companies put a lot of effort into increasing retention rates and achieving customer success due to all the competition in the market. However, ensuring that your customers are happy and will stay with your company is very difficult, as it encompasses a lot of different metrics. Luckily, there is customer success software available to do the hard work for you.
But what is customer success software? Why is it useful? What is the best customer success software to use in 2023? Continue reading to discover the answers to all these questions and more, including:
- What is customer success software?
- Why focus on customer success?
- Why use customer success software?
- The top 5 customer success software for 2023
- Rock your customer success in 2023!
Ready? Let’s dive in!
What is Customer Success Software?
Customer success software is specialized software that combines customer data from your existing tech stack into a 360-degree view of your customers. By analyzing your customer’s experience, these platforms show you whether your current strategies are working and where you need to make adjustments to achieve your business goals.
These specialized software platforms allow you to collect accurate data and information about your customer base to improve satisfaction and retention and efficiently boost customer health scores. By choosing the right customer success software for your company, you’ll be able to automate and improve a ton of aspects of your business, including:
- Streamlining your onboarding experience
- Optimizing product adoption
- Racking and reporting important metrics
- Increasing revenue and customer retention
- and much more
Why focus on Customer Success?
Customer success is about helping your customers succeed with your product and their operations. It consists of proactively providing solutions and answers to help customers have a great experience, ultimately increasing revenue and customer loyalty for your business.
To achieve customer success efficiently and effectively, you need a team focused on providing information, analyzing the customer metrics, providing onboarding, or helping users throughout their lifecycles. Through this team, your company will be able to achieve ambitious goals and success, including:
- Reducing customer churn
- Increasing revenue
- Improving customer loyalty and retention
- Improving customer engagement
- Enhancing lifetime customer value and annual recurring revenue (ARR)
- Implementing strategies based on real data
- Achieving a solid customer base
It’s crazy all the benefits you can get through customer success strategies. Now, let’s jump to the next section to understand why we use customer success software.
Why use Customer Success Software?
Now that you know what customer success software is and why it’s crucial to use them, we’ll explore the top benefits of customer success software to see how it can transform your business.
1. Manage all communications with customers
Sometimes, a customer writes an email with a complaint, sends you a product inquiry through your live chat, or simply calls your call center. Customer communications can come from different sources. But it’s crucial to manage them through a single team or platform to avoid missing important information.
Customer success software collects all this data and manages it smartly for your team to analyze it correctly and efficiently, reducing the amount of time and errors.
2. Share information among team members
Apart from collecting and analyzing the data, this software also shares the information your team members need to provide a personalized and accurate customer experience. Through this, customer representatives can respond to customer queries, capture feedback, see which clients they are working on, and collaborate with colleagues across the organization.
3. Keep track of customer experience
Did you know that, according to Forbes, companies that excel at customer experience grow revenues by 4-8%?
Customer success software platforms monitor key customer experience metrics such as customer satisfaction, net promoter score, customer effort score, and more. By tracking these metrics regularly, you can identify the aspects that customers dislike and what you can do to improve the customer experience.
If you’re unsure about what metrics you need to track customer success, check out our article, The Best Metrics to Measure Product Success, and be ready to skyrocket your business!
4. Reduce churn
We know we’re always talking about customer churn. But it’s because it’s one of the most important metrics for SaaS companies. Understanding your customers’ needs and managing the information collected can help boost your customer satisfaction and loyalty and, as a result, increase retention and reduce churn.
After knowing everything about customer success software platforms, are you ready to discover the top ones for this coming year?
The Top 5 Customer Success Software for 2023
When there are hundreds of customer success software options available, it can be difficult to decide which tools offer the most useful features. Here we present our 5 top best customer success software tools that will boost your customer experience!
FROGED is an all-in-one customer success software platform built by a SaaS company for SaaS companies. It’s one of the best tools to improve customer experience and satisfaction. It allows companies access to their entire customer lifecycle: engagement, onboarding, and proactive customer support. Connecting the dots within the customer journey allows brands to personalize their customer experience at every point, increasing their overall MRR and customer success.
FROGED’s top features are:
- Product Flows
- Knowledge Base
Plus, you can tailor each one depending on your SaaS industry, from Fintech to Cryptocurrency!
You can start with the freemium version, and then the prices start from $66 a month. Check out the FROGED pricing plan and choose the one to fit your customer success needs.
Another great tool to improve your customer experience is ChurnZero. It’s a real-time SaaS platform that helps customer success teams better understand customers and reduce churn. It shows statistics about how your customer uses your product to improve the overall health and probability of renewal. Additionally, you can turn your collected data into customized dashboards.
ChurnZero’s main features are:
- Customer health scores and segmentation
- Success centers
- Walkthroughs and surveys
Their prices are upon request.
ClientSuccess is a customer success software tool that helps companies drive retention and growth across the entire organization. With this platform, you can track your customer throughout their lifecycle and track their overall health. On top of that, it also allows you to share the information across your team in real-time.
ClientSuccess’s main features are:
- Churn management
- Customer engagement
- Activity dashboard
Their prices are upon request.
Custify is a customer cloud-based success platform designed to help SaaS businesses reduce churn and engage customers. It offers insights into your product usage and adoption and a comprehensive view of your customers’ lives.
Custify’s main features are:
- KPI tracking
- Audience segmentation
- Task assignment
Their prices are upon request.
5. HubSpot Service Hub
Service Hub is HubSpot’s customer success management platform. Using this platform, you can build conversational tools, automate your help desk, and create a customer knowledge base. It enables you to collect feedback from your customers using its feedback tool, which is one of its major advantages.
HubSpot Service Hub’s main features are:
- Client management
- Knowledge base
You can start with the freemium version, and then their pricing starts from $45 a month.
Rock your Customer Success in 2023!
Increasing customer success today through customer success software can be challenging with all the available options. Our recommendation is to first analyze your company, understand the major needs, check the software integrations, and afterward, compare the current options. This will help you make the right decision and choose the perfect platform for your SaaS company.
If you’re interested in continuous learning about customer success, why not check out our FROGED solutions to find out more about how we can transform your SaaS product? Or, book a demo with us to discover how we can help increase your SaaS’ Customer engagement and retention through proactive support and in-app behavioral triggers.