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9 essential customer success tools for every (large) team in 2024

best customer success tools

With so much to do, you’re probably wondering if you really need different tools to help you run customer success.

Sure, there are CRM tools that seem to do it all. But dig deeper into quality assurance, customer engagement, or workflow automation and you’ll find you need dedicated solutions to help with extra use cases.

Let’s explore the transformative potential of each of the customer success tools that will help you build a responsive, interconnected, and customer-focused approach to help you achieve service excellence.

Benefits of using dedicated customer success tools

Using an all-in-one customer success solution will never cater to all of your use cases. 

Instead, specialized, best-of-breed tools offer functionalities tailored to address specific challenges and opportunities in the customer journey. 

Here’s why leveraging dedicated customer success tools matters:

  • They come with tailored functionalities: Dedicated customer success tools are built to address specific needs customer success teams face. Whether it’s onboarding new customers, reducing churn, or upselling and cross-selling opportunities, these offer custom features and workflows that can maximize process effectiveness.
  • They’re going to improve your team’s efficiency: Best-of-breed customer success tools are built with efficiency in mind. They often integrate with other systems and platforms, allowing for fast data exchange and workflow automation.
  • They provide advanced analytics: Want robust analytics and reporting into particular challenges? The insights these customer success tools provide offer visibility into customer behavior, agent and customer satisfaction levels, and more to help you proactively address issues.
  • They’re still flexible: A lot of customer success tools can easily scale with your business and adapt to evolving needs. They accommodate such growth and changing requirements through expansive feature sets or third-party integrations.

Kaizo

best customer success tool Kaizo

Kaizo’s AI-powered Samurai and Auto QA features accelerate ticket evaluation, accurately uncovering the underlying reasons behind negative reviews. Plus, the tool automates sentiment and empathy analysis, promptly flagging tickets needing special attention. Customizable filters enable tailored assessments based on specific criteria of your choice.

Kaizo also offers swift access to summarized data from calls, transcriptions, and dialogues through GPT summaries. Furthermore, you can expand its utility beyond quality assurance to boost team engagement and motivation with AI-generated Missions (driven by Kaizo’s proprietary game engine technology) and AI coaching.

Why you’ll like it:

  • It acts as an all-in-one solution for boosting agent performance service across the board.
  • You can say goodbye to manual ticket rating as Auto QA handles 100% of the workload for you.
  • Samurai, your AI-powered support assistant, tackles everything from call transcriptions to generating Empathy Scores and Customer Sentiment metrics.
  • AI coaching will supercharge agent performance and give managers some well-deserved breathing room.
  • Gamified Missions powered by AI keep your agents motivated and happy. 
  • You can stay in the loop with real-time performance metrics through advanced reporting and analytics.

Zendesk

customer success tool zendesk

Zendesk is your ultimate help desk HQ, where all your customer questions, complaints, and requests hang out in one spot. And check this out: their ticketing system? It helps support agents handle stuff like pros, managing and sorting customer issues super efficiently. That means quicker fixes and happier customers all around.

Why you’ll like it:

  • You can get rid of any scattered inquiries as Zendesk gathers all customer questions, complaints, and requests in one place.
  • Zendesk’s AI-powered features speed up ticket evaluation, uncovering the root causes of negative reviews and helping you address them promptly.
  • Zendesk automates customer intent, language, and sentiment analysis.
  • It relies on generative AI to create summaries of calls, transcriptions, and dialogues.

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Totango

customer success tool totango

Totango is a customer success platform that helps businesses maximize customer retention and satisfaction by providing insights, tools, and automation that lets them manage the customer lifecycle. Their main goal? Helping you keep an eye on our customers’ well-being by bringing together all the info you have on customers from different places under one platform.

Why you’ll like it:

  • Lets you segment your customer base to personalize your interactions and target your efforts where they’ll have the most impact.
  • Automates repetitive tasks and workflows.
  • Supports processes like setting goals, defining milestones, and tracking progress on them.

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Gleap

customer success tool gleap

Gleap is a customer success tool that taps into AI to help you create custom chatbots. You can also work with their GPT-powered Kai bot, which can handle some of your team’s workload. 

Why you’ll like it:

  • It pulls info from your knowledge base, FAQs, and feature requests to help agents generate better ticket replies.
  • Gleap’s chatbots are available round the clock.

Front

customer success tool front

Front is a collaborative inbox tool designed to streamline communication and improve team productivity. But get this: its capabilities extend beyond internal collaboration. You can also use it to create chatbots and extensive knowledge bases.

Why you’ll like it:

  • Front brings all customer communication channels into one shared inbox.
  • With this customer success tool, multiple team members can work together in real time to resolve customer issues.
  • It lets you automate repetitive actions and workflows to speed up ticket resolution.

CloudTalk

customer success tool cloudtalk

Need a go-to for handling calls like a pro? CloudTalk gives you all the tools to manage call routing, queues, and priorities, keeping those wait times short and those smiles big. Plus, it lets you record and keep tabs on calls for quality check purposes.

Why you’ll like it:

  • This customer success tool integrates with lots of CRM systems, allowing agents to access customer information and history during calls.
  • It provides analytics and reporting tools to track key call metrics, such as call volume, duration, and resolution times.

UserGuiding

customer success tool userguiding

UserGuiding lets you create interactive onboarding experiences that walk users through all the features of your product or service. You can also use it to create self-service support resources like knowledge base articles and FAQs to empower users to troubleshoot issues and find answers on their own.

Why you’ll like it:

  • UserGuiding provides analytics and reporting tools to track user engagement with your onboarding and support materials. 
  • It allows you to gather feedback from users within your product. Alternatively, you can use surveys, polls, and feedback forms to collect insights into user preferences, pain points, and feature requests.

Custify

customer success tool custify

Custify keeps tabs on how your customers are doing by letting you track what matters most — like how often they’re using your product, how engaged they are, and if they’re fully onboarded. You can also use the tool (like with UserGuiding) to gather feedback from customers through surveys, feedback forms, and other channels. 

Why you’ll like it:

  • Lets you segment your customer base based on various criteria (e.g. industry, size, or lifecycle stage.)
  • Comes with automation capabilities for repetitive activities such as customer communications, follow-ups, and task assignments.  
  • Provides alerts and notifications to keep you informed of important changes in customer behavior.

Podium

customer success tool podium

Among its diverse use cases, with Podium you can chat with customers in real-time using SMS text messages. You can even set up automated messages to keep the conversation going at different points along the customer journey and collect/manage online reviews from platforms like Google and Facebook.

Why you’ll like it:

  • Podium allows you to send and receive messages directly from your business phone number.
  • With its text messaging surveys, you can ask for feedback after a purchase, service interaction, or support request.

Your next pick?

You don’t need all of these tools. For instance, if online reviews are a priority, you can stick with a tool like UserGuiding to help you gather customer feedback and improve user adoption. Pair this with your go-to CRM (like Zendesk) and a quality assurance solution (like Kaizo) and you’ve got yourself a complete tool stack.

Ready to grow? 

👉 Evaluate tickets faster with Auto QA! Use Kaizo to enhance and accelerate QA processes while eliminating human error and bias. Try for free today!

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