Best Customer Success Tools For User Activation & Retention

Seek the finest customer success tools with intuitive interfaces, process documentation, and robust feedback mechanisms. Enhance customer satisfaction and retention through tools that analyze satisfaction, offer seamless integrations, and ensure security.

December 10, 2023 - Oleksii Sribnyi


When I'm considering how to write process documentation, I approach it with a single goal: clarity. Effective process documents are the difference between a smooth workflow and constant confusion. Over the years, I've developed a system that ensures my documentation is clear, concise, and user-friendly.

  • Easy to use and intuitive interface.
  • Ability to document and share processes.
  • Features that allow for customer feedback and communication.
  • Tools to analyze and measure customer satisfaction.
  • Integration capabilities with other platforms.
  • Security and privacy features.
  • Scalability for growing businesses.
  • Reliable support and continuous updates.

I want to add customer success tools to my technology stack that will influence the customer journey and help guide customers in the right direction.

The link between customer success, low churn, and customer retention is inextricable.

A satisfied customer is less likely to switch to a competitor, leading to increased customer retention. The easiest way to satisfy customers is to help them unlock the value of your solution.

In a nutshell, customer success is about helping customers realize the value proposition of your product or service and setting them on a path to success.

Customer success directly correlates with reduced churn rates.

When businesses invest in tools that enhance customer success, they ensure customers can hit the ground running and begin tapping into the value of the product or service.

Table of Contents

Why Listen To Me?

As a SaaS founder, I’ve experimented with no shortage of customer success tools to help inspire user activation and retention. This gives me the necessary experience to comment on the best solutions.

Best Customer Success Tools: My Top Pick

Using Folge For Customer Success

If you are looking for customer success tools to add to your technology stack, consider Folge.

This platform can help you create step-by-step guides and documentation for any process.

Folge is a powerful ally in the customer success toolbox.

Customer success resources can play a pivotal role in driving engagement and retention.

When customers no longer know how to extract value from your product or service, you put yourself at risk of losing the customer through churn.

Here's how Folge achieves this:

Capture Workflow

As you create step-by-step guides and tutorials for customer onboarding, you can use Folge to auto-capture your processes in real-time and develop engaging resources for newbies.

This means with each mouse click, a screenshot is taken, whether it's the whole screen, a specific area, or just the app you are focused on.

Editing & Customization

Once your workflow is captured, Folge gives you the tools to edit and customize each step.

This isn't just about rearranging steps. You can add annotations, blur sensitive data, add arrows and shapes, and give context to each screenshot.

This ensures the final output is clear, engaging, and easily understandable.

Exporting & Sharing

Once you have finished customizing your guide, Folge offers seven export formats, including PDF, HTML, and Powerpoint.

When it comes to adding these resources to your customer onboarding processes, the level of flexibility offered by Folge around exporting and sharing makes the content highly adaptable.

Folge is a perfect tool for creating guides, training manuals and documentation.

Best Customer Success Tools: 8 Other Solutions

I recommend taking a few customer success tools for a test drive.

Here are a few more customer success solutions to consider.Let’s break down their standout features and key advantages.

1 - Gainsight

Arguably one of the most comprehensive customer success platforms available, Gainsight offers features for customer health scoring, churn prediction, and automated communication. Its analytics and reporting functions are top-notch, helping businesses understand customer behavior and forecast potential issues.

At the time of writing, Gainsight has a total of 45 reviews on Capterra, with an average of 4.4 out of 5 stars.

2 - Totango

Totango focuses on providing real-time insights into customer health and engagement. With its dynamic segmentation capabilities, businesses can categorize customers based on behavior, allowing for more tailored communication and interventions.

At the time of writing, Totango has a total of 24 reviews on Capterra, with an average of 4.0 out of 5 stars.

3 - ClientSuccess

As the name suggests, ClientSuccess prioritizes the customer journey. With its easy-to-use interface, businesses can track customer milestones, set alerts for potential churn risks, and analyze customer health.

At the time of writing, ClientSuccess has a total of 17 reviews on Capterra, with an average of 4.2 out of 5 stars.

4 - ChurnZero

ChurnZero integrates directly with your app or service to provide real-time data on user behavior. Its robust features include playbooks for automated tasks, customer segmentation, and targeted communication.

At the time of writing, ChurnZero has a total of 126 reviews on Capterra, with an average of 4.2 out of 5 stars.

5 - UserIQ

UserIQ offers a unique combination of user analytics, in-app engagements, and customer health insights. It's especially beneficial for businesses that want to understand how users interact with their platform and offer real-time support.

At the time of writing, UserIQ has a total of 3 reviews on Capterra, with an average of 4 out of 5 stars.

6 - Custify

Tailored to the needs of SaaS companies, Custify provides insights into customer health, lifecycle stages, and potential churn risks. Custify’s automated workflows allow businesses to act on these insights quickly.

At the time of writing, Custify has a total of 97 reviews on Capterra, with an average of 4.9 out of 5 stars.

7 - Planhat

Planhat is a sleek, modern customer success platform with features such as revenue tracking, customer health scoring, and lifecycle management. The platform’s intuitive interface makes it easy for customer success teams to onboard and derive value quickly.

At the time of writing, Planhat has a total of 23 reviews on Capterra, with an average of 4.7 out of 5 stars.

8 - Freshdesk Success

Freshdesk Success merges machine learning with customer success, offering predictive analytics on churn risks and upselling opportunities. Its extensive integrations make it a versatile choice for businesses already using a plethora of other tools.

At the time of writing, Freshdesk Success has a total of 8 reviews on Capterra, with an average of 4.6 out of 5 stars.

Best Customer Success Software: Closing Thoughts

If you are looking for the best customer success software, I’d recommend getting started with Folge and creating step-by-step guides and tutorials for your new customers.

When it comes to customer success, you need to make sure that your customers are well-equipped to unlock the full potential of your product or service.

To achieve this, you must provide them with the necessary resources to support their experience. Get started with Folge for free today.

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