Best Customer Success Platform Reviews 2023
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Best Customer Success Platform Reviews 2023
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Customer Success is the lifeblood of your company.
And to drive it well, your teams need the right tools.
That's where Customer Success Platforms (CSPs) come into play.
But with so many options available in the market, how are you going to select the best one?
I did the research for you based on user experiences and customer feedback.
Here are the top 10 Customer Success Platforms in 2023 based on user feedback that will help you decide:
1. Vitally - The UI Champion
Vitally is doing a great job with its user interface (UI), which is visually appealing and easy to use.
It's like the “Notion of CSPs,” providing a great experience.
For smaller companies, Vitally might be a solid choice.
The implementation process is great, with a support team always available.
2. Gainsight - The Enterprise Beast
Gainsight is the biggest reference in the industry.
It’s the heavyweight of CSPs.
Best fit for the needs of larger organizations.
It offers a massive suite of features, making it a powerful tool for managing customer success at an enterprise scale.
But, this comes at the cost of a longer learning curve.
And you must have a dedicated administrator that you’ll need to either hire or engage as a contractor.
It’s complex and requires many admin tasks.
This is why smaller companies will probably find Gainsight overwhelming.
It's like using a sledgehammer for tasks that might be nailed with a simpler tool.
3. SmartKarrot - Robust One
SmartKarrot is an all-in-one tool that helps the Customer Success team figure out why users stop using their product and fix it.
It also makes it easier to handle different parts of the customer journey and gives valuable insights to engage users better.
The platform is great at sending event-based notifications and tracking how users behave, which is a big plus.
While there have been some initial integration challenges, these are opportunities for improvement and learning. As the platform evolves, it has the potential to become even more user-friendly and efficient.
With ongoing development and user feedback, SmartKarrot has a promising future ahead.
I had the pleasure of hosting SmartKarrot’s CEO, Prithwi Dasgupta on my CS Cafe Podcast a few months ago.
Give it a listen to learn more about what it takes to build such a great company and serve customers better than anyone else:
4. Totango - Worth a Look
Totango offers great capabilities.
However, the initial impressions are not strong among users.
Mainly due to a lack of intuitive user interface.
But its features could potentially align with your company's needs.
So, it’s definitely worth exploring.
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5. Catalyst - Great One
Catalyst also has a powerful user interface and is super friendly.
It's not as strong as Gainsight but offers a good fit for companies unprepared for an enterprise-level CSP.
If you value an intuitive UI and want a CSP that can grow with your company, Catalyst is an excellent choice.
6. Planhat - A User-Friendly Option
Planhat wins in terms of user experience.
It offers simplicity which is great for teams that may not be technical.
But, this comes at a cost.
Planhat isn't the best option from a budget perspective.
7. Custify - Easy Implementation
Custify offers an awesome implementation process and an excellent onboarding experience.
It’s confirmed by many of their users and customers.
If you're looking for a CSP that's easy to get started with, Custify is the right fit for you.
Its pricing is competitive and offers great features that align with daily requirements.
However, one functionality that could be improved is its email functionality.
If email tracking and reporting are critical to your operations, you might want to double-check and explore it further.
8. ClientSuccess - A Balanced Choice
ClientSuccess offers a great balance.
It might not stand out in any particular area, but it also doesn't fall short.
It comes with a strong Salesforce integration.
That makes it a viable option if your company relies heavily on SFDC for its operations.
Note that the company just acquired “Status” to boost the full CS and onboarding experience. It’s worth noting ‘cause it’s the first time ever of such a merger in the CS domain.
Read more in my previous edition here:
9. Hook - Proactive CS
A great company that uses predictive analytics to help businesses grow their revenue.
It uses data to help companies identify customers at risk of leaving and those who are most likely to buy more.
I hosted the company’s CEO, Firaas Rashid on my podcast a few months ago.
Give it a listen - you’ll learn a ton about all things CS and beyond:
10. Zapscale - The Newcomer
It has an intuitive and user-friendly interface and is gaining traction among both smaller and larger companies.
It provides powerful integration with most platforms like Salesforce, Microsoft, Slack, and data warehouses, making it a flexible choice.
Zapscale is best at creating custom health scores, tracking customer sentiment, and sending notifications based on triggers, all within a central customer data repository.
They are also super strong in predictive analytics to help you prevent churn.
I had the pleasure of having their CEO, Manasij Ganguli, on my CS Cafe Podcast a few months ago.
Tune in and listen to my exclusive interview for more info:
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Salesforce Integration and In-House Solutions
Some companies prefer to stick with Salesforce and build their solutions in-house.
This approach allows for full customization to meet your unique needs.
It's an ideal choice if you already have a deep understanding of your processes and data requirements.
But, building and maintaining these solutions on your own will cost you time and resources, just like with any other in-house development.
My Recommendation
Most companies are cutting costs right now to stay competitive.
So, making the most of your existing tools is a more prudent approach.
Additional tools like TaskRay and CustomerGauge can enhance your customer sentiment tracking and onboarding processes while keeping costs in check.
P.S. For the French Market, Skalin is an excellent choice. They are growing fast, check them out.
For other markets I’m not aware of please reach out and I’d happily add yours to the list here.
And that’s it
Choosing the right Customer Success Platform can be a long and tough process.
What’s fundamental is to select the one that best aligns with your company’s size, needs, and budget.
It’s not about the features only.
But the overall fit for your team's workflow and long-term goals.
As you can see, each platform has its pros and cons.
So take your time and explore your options to find the (almost) perfect platform for you.
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There are a few I didn’t include here as I could not find enough user feedback.
So I’ll keep this list updated as I discover more unbiased reviews.
Reach out if you have any questions.
Have an awesome productive week!
Hakan.