15 Best Customer Success Tools in 2020

Are you managing your own business? Or maybe in charge of handling customer support at your company? Either way, it is essential to be aware of the most effective customer success tools on the market. Familiarizing yourself with these tools can help your business to reach great success. This guide will cover the 15 best customer success tools in 2020.

Only when your business is using the right customer tools it will start to be profitable and sustain long-term growth. You want to focus on answering your customers’ questions and solving their problems.

In order to do that, you need to be able to understand what makes your customers happy and how to maintain that. Therefore, you have to collect and analyze customer feedback and manage communication with the customers.

There are various solutions you can use in your company to manage customer care and reduce churn. However, this list will include the 15 best customer success tools.

With the many different options, you are able to choose and use the tools that are right for your company. The tools, which are most suitable for your budget, your employees, and most importantly for your customers.

Intercom

Intercom Customer retention tool

Intercom is known to be the first customer-messaging platform on the market. By using this software, businesses are able to communicate with their existing customers or prospective customer.

This can be done through the Intercom app, on your business website, through email or even via social media. You can choose to buy individual tools or bundles to enhance the customer experience at your company.

With the intercom customer support software, you are able to:

  • Facilitate live chat with your customers directly on your website, within your product or on a mobile app.
  • Use a shared inbox to answer customer questions faster as a team.
  • Apply an Answer Bot to help customers with instant answers 24/7.
  • Offer a help center full of relevant articles for your customers, to answer any questions they might have.
  • Utilize valuable data about your customers’ conversation history, in order to provide quick and correct answers in the future.

Zendesk

zendesk customer success tool

Zendesk is an intuitive help desk interface where you can provide customer support in an easy way. With the Zendesk software, you can track, prioritize, and solve customer support tickets.

This tool should help you and your team to be more productive when managing customer interactions.

The customer support tool includes:

  • Channel interactions across email, social media, chat, and phone so customers can communicate with you across various channels.
  • Ticket forms, allowing you to create different support request forms. You can thereby provide assistance for multiple issues.
  • Service Level Agreement (SLA) views, so your team easily can follow SLA status and avoid any gaps.
  • Tracking of customer feedback, which gives you the opportunity to analyze and utilize data to optimize customer satisfaction.
  • Employ a multilingual interface, allowing you to offer customer support in over 40 languages.

Hubspot

hubspot customer retention tool

Hubspot offers software solutions that can help you coordinate, track and develop better relationships with your customers.

The service hub software incorporates:

  • A joint inbox for your team to manage customer emails, chats and more from just one place.
  • Surveys to be deployed in order to gather customer feedback that can improve your customer experience.
  • A ticket system to organize and prioritize customer inquiries and issues.
  • Creating a knowledge base including helpful articles and resources regarding your customers’ most frequently asked questions.
  • Live chat on your website to interact in real-time with your customers.
  • Conversational Bots that can divert customers to relevant help articles and relevant chat agents.

Slack

slack customer succes tool

Slack is probably best known as a team communication tool. However, it is so much more than that.

Slack can also be used by your customer support team to coordinate and provide collaborative customer care.

By using Slack as a customer success tool, you will be able to:

  • Be notified about customer issues as they happen and resolve them within a short timeframe.
  • Integrate your other customer tools with slack, including customer tickets, messaging apps, and monetarization of your social media accounts. This allows you to centralize all customer inputs, so your team can gain greater context and respond instantly.
  • Create a knowledge-sharing base where your team can search an archive of support activity to help solve customer issues faster.

Calendly

Calendly customer succes tool

Tired of wasting time by sending emails back and forth to schedule meetings?

Then this next customer tool is just right for you!

Calendly is an amazing software that can help to schedule meetings for everyone in your company.

How it works:

  • You set up your availability preferences in Calendly.
  • Embed your Calendly links on your website or share it via email.
  • Customers can choose a time and Calendly automatically checks for availability in your calendar.
  • Your meeting is scheduled in your calendar and you are ready to meet your next customer.

Baremetrics

Baremetrics customer success tools

If you are looking for a tool that can help you monitor the performance of your overall business, you should check out Baremetrics.

Baremetrics provides a dashboard where you can monitor the health of your overall company performance. It gives you insight into your business’ profitability, customer lifetime value, churn rate and more.

With Baremetrics, you are able to see what is happening within your business today, so you can plan for tomorrow, and make profitable decisions and strategize for growth in the future.

Upscope

Upscope customer success tool

Upscope is an interactive screen sharing software that can help you solve customer issues quickly and easily.

How it works:

  • You don’t need to download software. Simply install the extension or use a call URL.
  • Find the user you are going to share the screen with, click, and you will see their screen instantly.
  • By drawing on their screen, you can clearly show how to navigate your site.
  • You can also take control by using your own mouse to interact on their screen.

Mention

Mention customer management tool

With Mention, you get a real-time web monitoring app right at hand. This software allows you to listen to your audience and manage your social media platforms.

How online media monitoring works:

  • You choose the relevant keywords for your business to be identified by the Mention app.
  • The Mention app then crawls comprehensive online sources, like review sites, blogs, forums, blogs, news sites, and social media accounts.
  • Mention aggregate all relevant information based on your chosen keywords.
  • You can then use the gathered data to indicate key metrics or review more details about each mention.

Understanding what people are saying about your business online gives you a wide range of advantages, including:

  • React to any news.
  • Prospect for new customers.
  • Monitor your competitors.
  • Protect your company brand.

Process.st

Process street customer success tool

By using the Process Street software, you can manage all the procedures and checklists that your team keeps using repeatedly.

How it works:

  • First, you create your procedure documents in the interface. This is quickly done with the use of keyboard shortcuts and the drag and drop function.
  • Then you build and distribute checklist workflows to your team members. You will be able to track any activity from the dashboard. Notifications will be sent to you, once a task is completed.
  • By using the Zapier integration, you can join with over 1000+ apps.

The process.st software is truly a great way to help your business when you need to build and track different processes within your company.

Even though we may not realize it, processes are everywhere and are happening all the time. For example when you have to set up a new client in your system, hire a new employee, need to manage daily and weekly tasks, provide IT help desk support for your staff, generate invoices, etc.

With process.st, you can convert all of those processes and checklists into a workflow that can be handled effectively and easily replicated.

Lucidchart

Lucidchart

Lucidchart provides you with the opportunity to create visuals that can help improve overall understanding and drive innovation for your company!

You can create visual diagrams for almost anything within your business. Any process, idea or information can be put into a diagram that ultimately will help you make better decisions in all aspects of your company.

This could be elements like your customer lifecycle, your organizational structure, your customer journeys, day-to-day process or engagement models.

The software even allows you to upload your own icons so you can customize your designs and keep a specific look for your brand.

Uberconference

UberConference customer success tool

When running a business you will soon know that conference calls are unavoidable and sometimes even necessary.

Therefore, we are happy to introduce you to UberConference, which is a great conference tool that really creates a pleasant experience for everyone involved in the conference.

By using the UberConference app, you can connect via your phone or from your device. It is also easy to share your screen or a document with everybody involved in the conference call.

SurveyMonkey

SurveyMonkey customer success tool

Do you need to get into your head of your customers?

If you are running a business, then the answer should be yes!

Because it is remarkably essential to understand, what your customers are thinking about your products, services, and offerings.

Understanding your customers’ needs and struggles will not only help you to improve your customer support service. It can also help you to prospect new customers from your competitors.

SurveyMonkey allows you to carry out online surveys very easily. Plus it is free!

It is simple to create a survey using SurveyMonkey. You can even get survey templates to speed up the process.

Once you have completed your survey you can share it with your relevant audience using either a web link, your social media accounts, send it via email, or embed the survey on your website.

The answers from your surveys can present you with new perspectives and some actionable insights.

Appcues

Appcues customer success tool

Appcues is offering an in-app solution that allows you to both communicate and show your potential customers how to get on board with your business.

By using Appcues, you can personalize your welcome modals, which will help new users to feel special and well taken care of.

How to use Appcues for user onboarding:

  • Build your onboarding flows where you can design the customer experience. The modals can be personalized so they are aligned with your business brand that can help drive user activation.
  • Create and save customized audiences based on user attributes and behavior.
  • Set the activation criteria for each segment you have created.
  • Track and analyze the effectiveness of your onboarding flows, and get an understanding of how they affects your customer engagement and conversion.

Freshsales

Freshsales customer success tool

Freshsales is a Customer Relationship Management (CRM) tool. However, it is offering more than just the basic CRM tools, as we know them.

With Freshsales, you get a complete 360° view of your customers, as you are able to track everything from their social profiles, products, website, and other interactions.

By monitoring customer touchpoints, you are able to make better decisions that will provide satisfied customers and overall business success.

Furthermore, you are able to group your new leads into different categories, that can help you focus on the prospects that have the most potential for your business. Those users who show sales-ready buying signals and behaviors should be the once to focus one.

With all the relevant data at hand, you can start a conversation based on the right context. Then you can begin prospecting new customers.

Stunning

Stunning customer success tool

Many businesses are losing a high amount of revenue every month due to failed payments and expired credit cards.

However, by using Stunning you can prevent facing unintentional churn of your customers.

How to recover failed payments with Stunning:

  • Connect your Stripe account to Stunning, by using Stripe Connect.
  • This allows Stunning to monitor your Stripe account for significant issues.
  • Set up notifications for any customer payment issues you find relevant.
  • If a customer triggers any kind of issue, Stunning will send them a message on your behalf.

You can customize the messages to your customers so it corresponds with your business. Choose between either an SMS or email message to customers when payment failed.

By using Stunning you can also integrate an in-app notification bar on your site, to let customers know if their card has expired or is about to expire.

Pick the customer success tools that are suitable for your company

With these 15 tools, you are now all set up for customer success within your business.

Make sure you choose the customer tools that are relevant for your business. Then all you have to do is implement them, and start to notice the difference.

You can then start to create and maintain real customer satisfaction at your business!

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