CustomerSuccessBox

Score9.5 out of 10

15 Reviews and Ratings

What is CustomerSuccessBox?

An AI-powered customer success platform for B2B SaaS that provides actionable insights to drive customer success. Backed with $1 Million in March 2018 by pi Ventures and Axilor Ventures, CustomerSuccessBox was built from a clear need for a solution that could deliver ‘proactive’ customer success. Customer Success tracks product adoption to understand customer onboarding, product adoption, usage analysis, and calculating customer health scores.

CustomerSuccessBox provides AI-generated proactive recommendations for CSMs to drive retention by learning and analyzing historical data. It enables success managers to deliver a consistent customer onboarding experience, improve retention, drive upsell and improve monthly recurring revenue (MRR) and lifetime value (LTV) for SaaS businesses. CustomerSuccessBox processes millions of activities from 250,000 plus end users every week. It is built to handle 2,200 events/second to give you the real picture of the customer account health. CustomerSuccessBox’s clientele includes global clients like LeadSquared, Raken, Locus, and Headset.

Categories & Use Cases

Media

360 Degree View

A fully integrated customer success platform that connects with your CRM, Helpdesks, Billing system, customer engagement system, and even your homegrown systems to provide customer success managers a complete 360-degree view of each account.

Actionable Platform

No more juggling between tools, get all customer communication in one place. You get the ability to send emails, make calls and manage tasks from inside the customer success platform. CSMs take preemptive measures to engage with accounts with average or poor health.

Segmentation

Customer Segmentation is done based on revenue generated/MRR (Enterprise-Mid market-SMBs or Tier 1-Tier 2-Tier3), location (US, Asia, EMEA, ANZ, etc), Product used or plans opted for, etc.

Playbooks

Time-bound playbooks are created to manage tasks to onboard, increase product adoption, renewals, and upsells. Playbooks help in creating an Ideal Customer Journey along with various Tasks, Outcomes & Milestones

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Help desk / support tickets
The software integrates with your support desk and call center systems to track each customer’s support needs and activities.
Category average: 8.7
Automated workflow
The software allows you to set up automated actions, alerts or tasks to be triggered by particular changes in customer data.
Category average: 9
Customer segmentation
The software allows you to segment customers by particular attributes, e.g., onboarding customers vs. legacy customers.
Category average: 8.8

Integration with Salesforce.com
The software can integrate with Salesforce.com bi-directionally, allowing for data syncs, activity alerts, campaign triggers, enhanced reporting, and lead assigning.
Category average: 9.3
Revenue forecasting
Based on customer health trends, churn rates, etc., the software can predict revenue.
Category average: 8.1
NPS surveys
The software facilitates the creation and execution of NPS (net promoter score) surveys, and integrates the results within each customer’s profile.
Category average: 9.3

Karthik Jairam View profile

Demand Generation Specialist in Customer Service at ExtraaEdge (51-200 employees employees)

Pros

to monitor the health of accounts
to identify potential threats
to find out upselling opportunities
for quick on-boarding

Cons

Templates for note taking

Return on Investment

We were able to increase our upsell by 20%

Other Software Used

HubSpot CRM, Freshdesk

Usability

Sachidanand Chaudhary View profile

Assistant Manager-CS in Customer Service at fleetx.io (201-500 employees employees)

Pros

Relationship Health
Account Usage
Modules usage
Logs
Gmail sync
Alert for further actions required
Auto Tasks and List creation

Cons

Nothing as of now, but if there would be a mobile App that would be handy to operate it.

Return on Investment

Client Retention
Engagement Tracking
Modules usage insight

Alternatives Considered

Talisma Social CRM and Avaya Cloud Office

Other Software Used

Zimyo, Zendesk Chat (formerly Zopim), Postman

Usability

Pushpendra Pal View profile

Data Analyst in Customer Service at fleetx.io (201-500 employees employees)

Use Cases and Deployment Scope

We have around 35 CSMs which are using csbox for the last 7 months. I have implemented this software and currently now managing complete software. Csbox has solved most of the problems which we were facing since we are a large team. It manages the portfolio of each csm very nicely, once you linked your product engagement data with csbox it will start recording the client activities of your website in csbox just like Google Analytics, by using this data you can actually predict clients behaviour of using your software and you can define product health with the product engagement data. Which really helpful to csms to identify their potential and dormant clients and then according to you can pitch your clients for upselling and predict churn respectively. You can also Relationship health based on your calling frequency. Syncing calendars will help you link the email communication with clients in csbox. Also, the journey is a kind of automation feature where you can automatically send an email template to your clients, auto-enrollment in the playbook, auto-assignment accounts to different csms etc. I have automated 7,8 manual tasks with this journey features.

Pros

Journey feature will help you automate your manual tasks like auto csm assignments, auto playbook enrolls, email alerts to your clients about new assignments or any set templates, etc.
Making a playbook of your process (must be consist of multiple steps) will help you give the visibility of how many clients are stuck in which steps and from when.
They are using Metabase for making analytics dashboards where you can make your own dashboard with different filters like Csm activity report, churn dashboard, potential clients report and also using pulse feature in Metabase schedule your daily report to different required people.

Cons

Health aggregation delay can be improved.
Calling with csbox software can be improved, it makes touchpoint even if your call from csbox has not picked up, and accordingly changed relationship health.
Add more analytics in the playbook like avg time taken to complete each step and there is no option of selecting multiple csms in the filter.

Return on Investment

Positive impact is that now we know the potential of our clients and accordingly we can upsell, also we can identify our dormant clients which we can identify early and that can help in retention of those clients.
Our churn no. is improved
No negative impact on business overall is good experience and positive impact.