The Best Customer Success Software for 2022

To help you find customer success software that’s the perfect fit for your business, here we:

1. Explain what customer success software is,
2. detail why it’s important to the success of your business,
3. and list the 20 best customer software tools.

What is Customer Success Software?

Customer success software is a type of software designed to ensure customers are satisfied with a product or service and its subsequent use. Customer success teams achieve this by providing easy-to-access customer service and training, as well as tracking customer satisfaction and addressing any issues they may encounter.

So you guessed it, customer success software is a platform that helps businesses manage and track customer interactions and identify opportunities to improve customer success.

Why You Need Customer Success Software?

Customer success software is essential for businesses that wish to enhance the customer experience. By tracking customer interactions and providing tailored support, customer success software helps businesses improve customer retention rates and increase customer lifetime values.

Among a multitude of other capabilities, customer success software:

1. Enables the storing of customer contact information, account activity, and past interactions. 
   
2. Helps to identify trends in customer behavior and preferences, allowing businesses to cultivate more meaningful and successful customer relationships.
   
3. Allows businesses to identify at-risk and dissatisfied customers. That way, intervention strategies can be employed, helping to reduce customer churn. 

Ultimately, customer success software offers businesses the tools they need to provide a comprehensive customer support experience.

What are the Benefits of Customer Success Software?

Customer success software has many benefits. Although there are 6 key factors of customer success tools that’s most notably beneficial. These include:

1. Accessible customer service. Provide your customers with a comprehensive, remote customer support experience they are unlikely to find through traditional avenues of customer service.
2. Cost-efficient. Customer success software is an affordable and an easily accessible way to get actionable insights into the behavior of your customers.
3. Easy to use. The best customer success software provides a SaaS platform that is easy to use for everyone within your business, no matter their technical competency.
4. Customer retention. Customer success software facilitates a deeper understanding of your customers and the way they use your product, leading to greater retention rates and reduced churn.
5. Customer acquisition. Customer success software highlights what’s important to your customer base, facilitating an effective onboarding process for customers and greater customer acquisition rates for businesses.
6. Knowledge sharing. Customer success software makes the aggregation and spread of vital information throughout your business easier than ever before.

The Types of Customer Success Software

There are several types of customer success software, each with its own unique features and benefits. We’ll run through these now. That way, you feel comfortable about which type of customer success software is best suited to your business’s unique requirements.

Help Desk Software

Help desk software is customer success platforms that assist organizations in managing customer service and technical support operations. The software provides a single interface for managing all customer support activities, including calls, e-mails, live chat sessions, and social media interactions. It also includes features that help track and report on support activity, as well as manage customer information and contact preferences.

Shared Inbox Software

Shared inbox software is just as it sounds; these platforms allow coworkers to collaborate on projects through the sharing of messages and files in a single inbox. This ability is helpful for businesses or organizations that have multiple employees who need to access, manage, and collaborate on email communications.

Phone Support Software

Phone support software are platforms that allow companies to offer customer support by phone. Well-developed phone support platforms include a customer database, call routing, and a help desk module. At its best, phone support software provides companies the ability to manage their customer support operations more efficiently and provide a better customer experience.

Service Desk Software

Service desk software typically includes a ticketing system that allows service agents to log, track, and assign incidents or service requests to specific team members. The software may also include features such as knowledge base tools, self-service portals, and reporting capabilities.

Messaging Software

Messaging software grants customer service representatives the ability to send and receive messages from customers, as well as view customer profiles and track customer interactions. The best messaging software will also generate automated responses for commonly asked questions, which speeds up the customer service process and optimizes the customer experience.

Social Monitoring Software

Social monitoring software facilitates customer support through social media platforms. This type of customer success tool listens, tracks, and gathers customer feedback, queries, and interactions with a company’s social accounts and allows customer support teams to quickly and efficiently respond.

Knowledge Base Software

Knowledge base software is a self-service tool that stores information about customer inquiries and solutions. Resources like video tutorials, FAQs, self-service portals, and how-to guides are common content that a knowledge base software will provide to a business’s customer base.

A well-developed knowledge base software will also allow customer success managers to search and access any helpful information that may help with customer inquiries, facilitating a fast and effective solution to a customer’s troubles.

Live Chat Support Software

Live chat support software allows customer service representatives to communicate with customers in real time through text-based messages. This type of software provides representatives the capacity to answer questions and resolve problems quickly while providing customers with an efficient alternative to over-the-phone support.

The best live chat support software will automate answers to frequently asked questions, streamlining support agent workflows and making high-quality support accessible to busy customers.

CRM Software

CRM (customer relationship management) software are diverse tools that help businesses manage customer interactions and track customer data. This type of customer success software allows businesses to keep track of customer interactions across different channels, such as phone, email, and social media.

Adding to their quiver of capabilities, CRM software can help businesses track customer data, such as contact information, purchase history, and preferences. Additionally, they support businesses automated tasks, such as follow-ups and marketing campaigns. This functionality enables support agents to better manage customer engagement and hone the overall customer journey.

Latest Trends in Customer Success Strategies & Tactics

As the market and customer expectations change, businesses require tools that grow, adapt, and improve over time. That way, your business can stay ahead of the competition and continue to provide a level of service that your customers expect.

What is the latest improvement in the customer success software space?

1. Integrations

As a greater number of businesses rely more heavily on SaaS tools for their everyday operations, the greater the demand for these tools to work hand in hand is.

When we talk about integrations regarding customer success tools, typically what is referred to is the unification of data and functionality across different platforms or software applications. By allowing various tools to communicate and interact with one another, businesses can create a more holistic view of their customers and the interactions they have with them. This, in turn, allows for more efficient and effective customer success strategies.

Are there any other trends playing out?

2. Advanced Troubleshooting Solutions

Yes. Another customer success software feature that is in high demand is advanced troubleshooting.

In the context of customer success, not all issues put before you will prove ‌to be easy fixes. Sometimes a problem will arise that’s particularly troublesome. For that reason, having advanced troubleshooting solutions up your sleeve can be a real advantage.

And what exactly is “advanced” troubleshooting?

Simply put, advanced troubleshooting refers to capabilities that allow companies to go above and beyond their usual customer success strategies. Advanced troubleshooting capabilities may include features like customer engagement analytics, call-to-action notifications, or a feature possessed by tools like RemoteHQ, co-browsing functionalities.

How to Choose the Solution that’s Right for You

Each business is different and, as a consequence, will require different features and functionalities from a customer success tool. Generally though, you’ll want to find software that offers ease of use, the ability for a tool to scale as your business grows, and the capacity to adapt as your customer base’s expectations change.

The 20 paid and free tools we’ve listed below do all this and more.

The 10 Best Customer Success Software

Below is our list of the top customer success solutions.

Top All-Purpose Customer Success Software

1. RemoteHQ

RemoteHQ is a go-to cloud browser, virtual collaboration, and customer success platform. With a single click, RemoteHQ allows you to share your screen instantly with teammates, collaborate on projects in real time, and deliver world-class customer success.

Additionally, with RemoteHQ, you and your customers can browse the web together, communicate through text-chat, or use the platform’s one-of-kind tiled layout to manage customer interactions and succeed with remote support. Not to mention, RemoteHQ integrates with all of your favorite tools, like WebEx, Zoom, Slack, and Salesforce.

So whether you're collaborating with a team in another office or providing customer success solutions to clients on the other side of the world, RemoteHQ makes it easier than ever before to create a customer experience that’s second to none.

Pricing:

• 3-day trial
• Professional Plan - $15/user per month
• Business Plan - $30/user per month
• Enterprise Plan - Contact us for a personalized payment plan

Top Help Desk Software

2. Zendesk

With Zendesk, businesses can manage customer tickets, track customer interactions, and collaborate with their team to resolve customer issues. Zendesk also offers a powerful API that allows businesses to create custom integrations with any third-party tools they may use in their day-to-day workflows. Further, Zendesk boasts powerful reporting tools. This functionality gives businesses actionable insights that will allow them to improve their overall customer support operations.

Pricing:

• 30-day free trial
• Team Suite - $49/month
• Growth Suite - $79/month
• Suite Professional - $99/month
• Enterprise Suite - $150/month
• Custom Plans - Talk to Zendesk’s sales team

Top Shared Inbox Software

3. Help Scout

Help Scout is the simplest way to provide exceptional customer support. Thanks to pre-made email templates, advanced formatting, and expansive integrations with tools like Planhat, Slack, and more, Help Scout’s shared inbox software makes managing customer inquiries and feedback a breeze. Additionally, Help Scout’s easy-to-use dashboard means support agents can keep track of customer interactions all in one place - no matter where a customer success team is located.

Pricing:

• Free trial available on request
• Standard Plan - $20/user per month
• Plus Plan - $35/user per month
• Company Plan - $60/user per month
• Contact sales for non-profit and startup pricing options

Top Phone Support Support

4. Aircall

From start-ups to large corporations, Aircall provides a powerful set of features that serves to improve customer service and support operations. With Aircall, businesses can create custom phone numbers for their team, manage calls from a central dashboard, and track performance analytics that measure the effectiveness of customer support operations.

Pricing:

• 7-day free trial
• Essentials Plan - $30/user per month
• Professional Plan - $50/user per month
• Custom Plans - Talk to Aircall’s sales team

Top Service Desk Software

5. ClientSuccess

ClientSuccess is more than just service desk software. It's a powerful tool that improves customer satisfaction, increases agent productivity, and streamlines onboarding processes. Further, the tool offers a simple yet powerful interface that makes it easy for customer support teams to manage and track customer interactions. With ClientSuccess, businesses can manage every aspect of your customer support operation, from help desk tickets to asset management and beyond.

Pricing:

• ClientSuccess has a client-by-client pricing model. Contact their sales team for individualized pricing options.

Top Messaging Software

6. Helpshift

Top Social Monitoring Software

7. Hootsuite

Hootsuite makes it easy to see all your social media channels in one place. The platform provides users with an at-a-glance view of all their social media activity in an intuitively laid out dashboard. From here, users can quickly reply to comments, messages, and posts. The software also offers powerful tools for managing large volumes of data, including reports and scheduling posts ahead of time.

Pricing:

• 30-day free trial
• Professional Plan - $49/month
• Team Plan - $129/month
• Business Plan - $739/month
• Enterprise Plan - Contact sales for custom pricing options

Top Knowledge Base Software

8. inSided

inSided is based on the principle that an effective knowledge base should be a collaborative platform. Time and again, the automated software will save your team precious time and effort while keeping your business operations organized. Ultimately, inSided’s knowledge base customer success software drives product adoption, usage, and long-term success.

Pricing:

• inSided has a client-by-client pricing model. Contact their sales team for individualized pricing options.

Top Live Chat Support Software

9. Intercom

Whether it be a SaaS company or a small online store, Intercom is a customer success platform that helps you improve your CSAT (customer satisfaction) through behavior-driven messages and conversational support. Thanks to a vast range of integrations with tools like Salesforce, Custify, and Mailchimp, Intercom makes it easy to provide customer success support through its intuitive dashboard. Here, support agents can manage in-app messages, set up convenient customer segmentations, and offer interactive product tours.

Pricing:

• 14-day free trial
• Start Plan - $59/month
• Grow Plan - $119/month
• Accelerate Plan - $499/month
• Scale Plan - $999/month

Top CRM Software

10. Gaininsight

Gainsight is one of the leading CRM tools for businesses that wish to improve their overall customer relationship efforts. The platform offers powerful features like automated customer insights, guided workflows, and predictive analytics that help businesses understand how their customers are behaving and what strategies to take when optimizing the customer lifecycle.

Pricing:

• 15-day free trial
• Free plan available
• Gainsight has a client-by-client pricing model. Contact their sales team for your individualized pricing options.

10 Best Free Customer Success Software

If you’re on a budget or aren’t entirely sure if customer success software is a good fit for your business, why not try out one of these free options before competing to a paid option.

1. HubSpot Service Hub

HubSpot Service Hub is customer success software that helps businesses grow faster. It provides a central location for all renewal and customer data, including support cases, contact information, and account activity. Couple this with powerful integrations like Salesforce, ChurnZero, and Strikedeck, and your business will have the ability to track customer health, monitor product adoption, and identify potential growth opportunities with very little effort.

Pricing:

• Free plan available
• Starter Plan - $45/month
• Professional Plan - $300/month
• Enterprise Plan - $1200/month

2. Totango

Totango is a customer success management (CSM) software that helps businesses keep their customers happy and engaged. With Totango, support teams can centralize all customer data in a single place to get true 360-degree visibility into their customers' product usage. Best of all, Totango will drive growth and retention by identifying at-risk customers, delivering exceptional customer experiences, and empowering sales and support teams to secure high renewal rates.

Pricing:

• Community Plan - Free forever
• Starter Plan - $199/month
• Growth Plan - $899/month
• Enterprise Plan - Contact sales for custom pricing options

3. Monday CRM

Monday CRM is a customer success software that helps businesses increase customer loyalty and satisfaction. It does this by tracking customer interactions and providing feedback on how to improve customer service through customer health scores and net promoter scores (NPS). Monday CRM also provides tools for managing customer data, including contact information, account history, and purchase trends.

Pricing:

• Individual Plan - Free forever
• Basic Plan - $8/user per month
• Standard Plan - $10/user per month
• Basic Plan - $16/user per month
• Enterprise Plan - Contact sales for custom pricing options

4. Froged

Froged is customer success software that helps businesses increase their customer retention rates and maximize their customer lifetime value. With Froged, you can track customer interactions and automate follow-ups so teams will never lose touch with a client ever again. Froged also provides insights into customer behavior, preferences, and needs. That way, businesses can better understand how to keep their customer base satisfied and ready to come back for more.

Pricing:

• Free plan available
• Free 7-day trial on all paid plans
• Growth Plan - Approx. $86/month
• Scale Plan - Approx. $380/month
• Enterprise Plan - Approx. $970/month

5. Pipefy

Pipefy was built with a simple goal in mind - to make customer success as easy as possible. Pipefy enables and empowers your customer support team to manage their relationships with customers and drive sustainable growth through personalized engagement. Best of all, Pipefy's simple setup and easy-to-use interface empowers your team to deliver a world class experience to every customer with less effort than ever before.

Pricing:

• Starter Plan - Free forever
• Business Plan - $24/user per month
• Enterprise Plan - Contact sales for custom pricing options
• Unlimited Plan - Contact sales for custom pricing options

6. Zoho Desk

Zoho Desk is customer success software that can help manage and improve your customer support operations. With Zoho Desk, you can get a 360-degree view of customers, track product usage, and resolve issues quickly and effectively. From powerful customer account management features to insightful analytics, Zoho Desk has everything businesses need to create exceptional customer experiences.

Pricing:

• Free plan available
• Standard Plan - $14/user per month
• Professional Plan - $23/user per month
• Enterprise Plan - $40/user per month

7. LiveAgent

LiveAgent is the perfect solution for businesses of all sizes who want to automate their customer services. It offers a powerful ticketing system, a wide range of playbook features, and an intuitive interface. Further, LiveAgent is accessible from any device, so you can always stay connected with your customers - no matter if you’re in the office or out on the road.

Pricing:

• 14-day free trial
• Free plan available
• Ticket - $15/user per month
• Ticket+Chat Plan - $29/user per month
• All-Inclusive Plan - $49/user per month

8. Agile CRM

Agile CRM is customer success software that helps businesses increase customer retention and maximize lifetime value. With Agile CRM, businesses can track customer interactions across all channels, including email, phone, social media, and live chat. By tracking customer behavior and providing insights across every customer touchpoint, Agile CRM helps businesses understand what it takes to keep customers happier than ever before.

Pricing:

• Free plan available
• Starter Plan - $8.99/month
• Regular Plan - $29.99/month
• Enterprise Plan - $47.99/month

9. Mixmax

Mixmax is the customer success software that helps businesses improve customer relationships and increase sales. With Mixmax, you can see a customer's entire customer history with your company, including all interactions and product purchases. This information helps businesses provide better support and create more effective sales pitches.

Pricing:

• Free plan available
• Starter Plan - $9/user per month
• SMB Plan - $24/user per month
• Growth Plan - $49/user per month
• Enterprise Plan - Contact sales for custom pricing options

10. Vectera

Vectera is customer success software that is sure to keep your customers happy and your business growing. It provides a simple, centralized way to manage customer interactions, optimizes the customer onboarding experience, and tracks progress across all channels. With Vectera, you can easily identify and resolve any issues at the touch of a button. Plus, Vectera's powerful reporting tools give your team access to the metric they’ll need to make true data-driven decisions within your business.

Pricing:

• Free plan available
• Pro Plan - Approx. $9/user per month
• Business Plan - Approx. $18.50/user per month
• Enterprise Plan - Contact sales for custom pricing options

Conclusion

For businesses big and small, customer success software is essential for any business looking to improve product upsells, reduce churn rates, provide top-notch customer support, and optimize the overall customer onboarding experience. By using the right software for customer success, like RemoteHQ, businesses can optimize their customer success processes and improve their bottom line.

If you feel RemoteHQ is the right customer success software for your business, why not give our3-day trial a try?