What Customer Success Software You Need for Business

8 min read

Looking to turn customers into loyal brand enthusiasts?

There’s one highly efficient and valuable tool you need for your business — customer success software! In a time when customer experience trumps all other facets of what a business can offer, brands have to prioritize the people who keep their lights on.

Happy customers are more important than ever!

Whether you’re dealing with unexplained churn, low satisfaction rates, or challenging customer pain points, customer success software can help solve problems and put your customers at the forefront of everything you do.

Let’s explore the ins and outs of customer success software, its benefits for business, and how to find the most effective software for your specific needs.

Defining Customer Success

First and foremost, what is customer success? This term depends on your business model, product or service offering, and what industry you’re in.

However, the general term refers to how businesses anticipate customer challenges and provide support. In prioritizing customer success, businesses can improve customer retention, reduce churn, and foster a brand based on loyalty, feedback, and satisfaction.

What is Customer Success Software?

According to Zendesk, nearly 81 percent of businesses identify customer experience as a growing priority. What this means is simple—customers are at the foundation of any company’s success, and the right software can help cater to customers in new, innovative ways.

Customer success software is used by businesses of all sizes and industries to improve and manage the customer experience at every stage. Customer success software offers the following features and capabilities:

Monitor and manage customer journeys
Product usage analytics
Onboarding tools and support
Customer feedback, surveys, and NPS scores
Customer support management

Using customer success management software, businesses can access data and insights to avoid issues entirely and reduce the necessary touchpoints related to these customer issues. Let’s discuss just how customer success management software can help your business thrive.

How Customer Success Management Software Can Help Businesses

How exactly does customer management software help you level up your internal and external processes? Keep reading to find out.

Improve Customer Satisfaction

Customer success software provides valuable insight into customers’ behavior, wants, and needs, allowing for a more personalized experience when they interact with your brand.

As you can identify individual pain points, internal teams can make changes (product updates, bug fixes, ramp up customer support) to improve the customer experience and generate happier customers.

Reduce Churn

Churn is the greatest fear of most businesses, and it’s no secret why. The more customers you lose, the more you must invest in finding and keeping new customers.

If your customers stop using your product or service, the software will pick up on this and notify your team through the platform. This opens the door for communication where you can ask for feedback from the customer or provide support to get them back online. Rather than losing the customer entirely, your Support team can salvage the relationship by proactively reaching out and solving the problem.

Foster Brand Loyalty

As you provide stellar service thanks to your trusted customer success software, you’ll create an environment where customers feel supported, seen, and heard. Their opinions and feedback are valued and their needs are met.

In doing so, you’re fostering significant brand loyalty and creating long-term brand ambassadors and enthusiasts. We know that 72 percent of consumers tend to share the positive experiences they have with brands, so the more you prioritize the customers you have, the more likely you will bring in new referrals!

Grow Revenue

Customers who are satisfied with a product or service and feel appreciated and valued are more likely to stick around for the long haul. Additionally, these customers are more open to upselling and cross-selling opportunities, which can improve your company’s bottom line and increase revenue.

Finding the Best Customer Success Software for Your Business

There are a few great tools available that can help your business improve customer satisfaction. Top names include Zendesk, GainSight, Vitally, and Staircase AI. These platforms offer various features and functionality, but you can typically expect the following from each one:

Customer data management
Self-service options
Customer segmentation
Dashboards and real-time reporting
Feedback and surveys
Workflow automation (AI)

As you shop around for the best-suited software for your business, consider the following key focus points and keep in mind how this software will empower your business.

Integrations

The software you select should seamlessly integrate with other tools you use regularly, including your CRM and customer service tools. If integration is challenging, your agents will have to switch back and forth between platforms to adequately resolve issues, which can be a huge headache and a waste of their time.

Data Security

Since customer success software leverages customer data, security is paramount. Dive deep into each platform’s security measures and how they safeguard private data for their clients. You should be able to ask questions about data encryption and industry compliance to ensure your customers’ information will be secure.

Usability

During demos and sales pitches, pay attention to how user-friendly each customer success platform is. If the platform is clunky or difficult to navigate, it will be challenging to get the buy-in from your internal teams to adopt it and get your money’s worth.

As you shop around, pay attention to the service you receive from each business, how responsive the sales team is, and the general feel and functionality of each platform’s interface. Many software companies offer free trials so you can get in and explore while using your existing technology to ensure it’s a good fit.

Bolster Customer Success & Satisfaction with Ecwid

Ecommerce platforms are a dime a dozen and it’s challenging to wade through the noise to find the one most suited for your business needs and goals. That’s where Ecwid comes in. Our platform supports brands by selling anywhere online, from social media sites to a company website, marketplaces, and much more.

Reach customers where they spend the most time online, improve the customer experience, and grow your brand with Ecwid. Get started today!

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Feb 16, 2024

About the author

Max has been working in the ecommerce industry for the last six years helping brands to establish and level-up content marketing and SEO. Despite that, he has experience with entrepreneurship. He is a fiction writer in his free time.