Top 20 Customer Success Tools of 2024

20 customer success tools under different categories

Customer experience (CX) is everything for a SaaS and it is a total of different customer success activities together. No single tool can cover every aspect of these activities comprehensively.

Considering that customer success is a top priority for %72 of companies surveyed, the effectiveness of a strategy often depends on the combination of the right tools used.

Breaking down the tools under 5 different categories, let’s talk about 20 different customer success tools:

  1. Engagement Tools
  2. Support Tools
  3. Onboarding Tools
  4. Relationship Tools
  5. Analytics Tools
customer success tool five categories

20 Customer Success Tools

  1. Intercom for customer communication and chatbot
  2. Close for customer communication and task management
  3. Capsule for contact management and interactions
  4. Efficy for customer relationship management for EU-based companies
  5. Help Scout for shared inbox and help center
  6. Tidio for ai chatbot and help desk
  7. Kayako for support ticketing and collaborations
  8. Helpjuice for knowledge bases and search algorithms
  9. Storylane for interactive product demos and tours
  10. Navattic for product demos and onboarding
  11. Rocketlane for onboarding and implementation management
  12. Product Fruits for onboarding flows and checklists
  13. Typeform for surveys, forms and quizzes
  14. Fireflies for AI meeting notes taking, transcriptions and summaries
  15. Refiner for surveys for digital products
  16. Upscope for interactive screen sharing and cobrowsing
  17. Mixpanel for customer analytics and metrics
  18. UserMotion for customer health scoring
  19. InMoment for customer experience data
  20. Woopra for customer journey analytics

What is Customer Success Tool?

A customer success tool is a platform that helps creating better customer experiences by improving customer interactions, support, onboarding, relationship and analytics.

Most common features of a customer success tool are:

  • Customer data management
  • Customer segmentation
  • Onboarding flows
  • Chatbot
  • Help center
  • Customer messaging
  • Mail and message automations and workflows
  • Surveys
  • Calendar
  • Reporting

How to Categorize Them?

To categorize customer success tools effectively, it’s useful to think about the specific functions they perform within the customer journey. There are both all-in-one platforms that serve for all of these purposes and dedicated platform focus on one of them.

  • All-in-one platforms: These platforms are designed to provide a full package of features that cover many aspects of customer success. They typically include functions for managing customer interactions, support, onboarding, relationships and analytics.
  • Specialized Tools:Unlike all-in-one platforms, specialized tools focus on focusing on specific area of customer success. For example:
    • Engagement Tools improve direct interactions with customers through live chat, social media, and other real-time communication channels.
    • Support Tools enhance the customer service process by managing inquiries and issues more efficiently through ticketing systems and help desks.
    • Onboarding Tools facilitate a smoother introduction of new users to a product or service, often through guided tutorials and interactive walkthroughs.
    • Relationship Tools help manage and analyze customer relationships, ensuring personalized experiences and high customer retention.
    • Analytics Tools focus on collecting and interpreting data related to customer behavior and satisfaction, providing insights that drive strategic decisions.

Top 20 Customer Success Tools

Engagement Tools

1. Intercom

Intercom, known as one of the most popular CRMs, isa customer engagement (or communication) platform that combines live chat, chatbots, a help desk, and automated messaging services in a single solution.

customer success tool intercom
Intercom CRM

You can choose Intercom for your engagement strategy as it provides all solutions needed, from chatbots to analytics, covering your customer success strategy with a full view.

  • Contact management
  • Omnichannel communication
  • Fin AI agent
  • Help center
  • Inbox
  • Reporting
  • Workflows
  • Outbound messaging
  • News feed
  • Tickets

✅ It has all basis features you need

✅ It supports startups with special offers

✅ Easy to implement across teams


❌ The platform can be expensive as you add more features

❌ The mobile app experience is not as effective as desktop

2. Close

Close CRM is a customer success tool designed as a simple CRM solution, but its focus is on sales.

customer success tool close
Close CRM

It emphasizes speed and productivity, making it ideal for teams that need to hit the ground running without the lengthy setup and learning curves often associated with traditional CRMs.

  • Workflows
  • Email and calendar sync
  • Power dialer
  • Pipelines
  • Custom activities
  • Task management
  • Reporting
  • Sales automation

✅ Smart views and flow timelines

✅ Communication features like call, SMS, and email support

✅ Easy to implement across teams


❌ Lack of custom views

❌ Insufficient built-in automations

❌ Only company-level view; not contact

3. Capsule

Capsule is a straightforward CRM designed to help businesses manage relationships and track interactions with customers.

customer success tool capsule
Capsule CRM

It simplifies the process of managing sales pipelines, contacts, and customer histories, making it suitable for small to medium-sized enterprises.

  • Contact management
  • Sales pipeline
  • Workflow automation
  • Email marketing
  • Sales analytics
  • AI content assistant
  • Tasks and calender
  • Proejcts

✅ Integration with tools like Microsoft Outlook

✅ Tracks is useful as a ready made set of tasks to follow

✅ Easy integration


❌ Overly comprehensive for simpler needs

❌ Advanced reporting features and visualizations

4. Efficy

Efficy is a CRM that offers a wide range of functionalities to help businesses streamline their customer relationship management.

customer success tool efficy
Efficy CRM

It supports a variety of business sizes and types, providing tools for sales management, marketing automation, and customer service. It is a popular CRM solution especially in Europe.

  • Customer management
  • KPI dashboards
  • Quotes
  • SMS
  • Marketing automations
  • Sales automations
  • Reporting
  • Gamification

✅ It prioritizes data security as Europe-based company

✅ Simplifies daily operations

✅ Pipeline set up that enables manage sales stages


❌ New users might find the features a bit overwhelming

❌ Customer support could be improved

Support Tools

5. Help Scout

Help Scout is a unified platform for customer success, that focuses on support with shared inbox and help center.

customer support tool help scout
Help Scout Customer Support Center

It helps customer success teams with a fast and effective support communication, with our without contacting support representatives.

  • Inbox
  • Help center
  • Messaging
  • Customer data
  • Insights
  • AI

✅ Easy and self-service support with knowledge base

✅ Assigning tickets to other team members

✅ Callouts, embedding videos, and inserting images


❌ Lack of different help center templates

❌ Unable to download CSV files after filters and tags

❌ Docs are hard to refine

6. Tidio

Tidio stands out as an AI customer service that helps creating better customer experiences with sales and support automations.

customer support tool help tidio
Tidio, Customer Support Bot

It offers your support functions, website visitor interactions, and chatbot to solve challenges with customer support and service.

  • Live chat
  • Help desk
  • Multichannel
  • Analytics
  • Flows
  • Visitor lists
  • Reply assistant
  • Lyro AI chatbot

✅ Shopify app integration for B2C businesses

✅ IOS app

✅ Lyro’s empathy and adaptability is high-level


❌ The panel and settings are a bit confusing

❌ Advanced chatbot customization is limited

7. Kayako

Kayako is another customer success tool that emphases customer services for all size of companies. It helps mainly with support ticketing, chats and FAQs.

customer support tool help kayako
Kayako Customer Support

As all support tools, Kayako also enables customers help themselves by answering their own questions, based on your knowledge base development and FAQs.

  • Tour
  • Live chat
  • Collaboration
  • Self Service
  • Social
  • Walkthrough
  • Ticketing
  • Shared inbox

✅ Layout is nice

✅ Customize auto-responders

✅ Company-wide adoption


❌  The ability to customize reporting can be improved

❌ Need more integrations

8. Helpjuice

Helpjuice is a knowledge base software that enhances the way teams capture, create, and share knowledge.

customer support tool help juice
Help Juice Knowledge Base

It is designed to supercharge both team and customer knowledge, improving information accessibility and self-service capabilities.

  • Authoring and content formatting
  • Intelligence analytics
  • Customization
  • Google-like search
  • Integrations
  • Collaborative articles
  • Control of visitors
  • Structured content

✅ Extensive customization

✅ Multiple knowledge bases

✅ Upcoming AI support and search functionalities


❌ The search algorithm can be improved

❌ More ready-made templates

❌ Expensive for small companies

Onboarding Tools

9. Storylane

Storylane is a customer success platform that aim to better customer experiences in onboarding with engaging product demos and tours.

customer onboarding tool storylane
Storyline Interactive Demo

With interactive demos, Storylane helps creating engaging and adapting product showcases that can be embedded in your website or other marketing platforms.

  • Guided demos
  • Clickable demos
  • Analytics
  • Account reveals
  • Personalization
  • Integrations

✅ Chrome extension

✅ Elements like hotspot, modal box, tooltip, media model, video modal, etc.

✅ Inbuilt AI feature to create content and voiceover


❌ Event tracking has some problems

❌ Analytics are not very accurate

❌ No custom templates

10. Navattic

Navattic is an onboarding tool that enable creating sharable product demos, embedding them on your website, share in the sales cycle, and send in email campaigns.

customer onboarding tool navattic
Navattic Interactive Demo

Like other customer success tools that focus on onboarding, its first and foremost aim is to make customer onboarding experience as smooth as it can be and convert them.

  • Product demos
  • Custom themes
  • Website embed
  • Input triggers
  • Custom share links
  • Checklists

✅ Share demos in a lot of different ways

✅ Edit captures in Navattic

✅ Capture feature and then automatic flow creation


❌ Analytics could be more informative

❌ Dynamic adjustments to tours to support return viewers

❌ Unable to customize different form fields 

11. Rocketlane

Rocketlane is a customer success platform for customer onboarding and implementation.

customer onboarding tool rocketlane
Customer Onboarding with Rocketlane

It different from other onboarding and demo tools as it combines project management, document collaboration, and communication along with built-in resource management and time tracking.

  • Project management
  • Financial management
  • Onboarding templates
  • Onboarding checklists
  • Monitoring
  • Collaboration
  • Task prioritization
  • Drag & Drop

✅ Extensive customization

✅ Multiple knowledge bases

✅ Upcoming AI support and search functionalities


❌ The search algorithm can be improved

❌ More ready-made templates

❌ Expensive for small companies

12. Product Fruits

Product Fruit is a no-code onboarding tool that enables creating onboarding flows.

customer onboarding tool product fruits
Customer Onboarding Tool Product Fruits

Their values point to two outcomes: creating guided tours and checklists or highlighting new features through tooltips and contextual help.

  • Tours & walkthroughs
  • Onboarding checklists
  • Hints & tooltips
  • NPS & surveys
  • Life Ring Button
  • Feedback widget
  • In-app announcements
  • Knowledge base

✅ Its licence model is very fair and transparent

✅ Customizations

✅ In-app announcements for visibility


❌ Editor is a bit hard to understand

❌ Analytics can be improved

❌ Tour builder could be improved to be more visually

Relationship Tools

13. Typeform

Typeform is a survey and form builder that you can use for different purposes. But for customer success, it offers great capabilities to create surveys and forms into customer feedback, research or product and feature adoption.

customer relationship tool typeform
Typeform Customer Survey Tool

The template library is already rich in different survey types and styles like, Customer Satisfaction Survey, Voice of Customer Survey or Customer Needs Survey. You can also start from scratch to create your own, track responses and gain insights into your strategy.

  • Form builder
  • Survey maker
  • Quiz maker
  • Templates
  • Analytics
  • Data export

✅ Rich templates library

✅ Analyzing survey answers

✅ Embedding in websites functionality


❌ Pricing for small businesses

❌ More native integrations needed

❌ Would be better to be able to save blocks

14. Fireflies

Fireflies is a meeting note taking tool that can automate your meeting notes. It transcribes, summarizes and analyzes conversations during video conferences with its plugin bot.

customer relationship tool fireflies ai meeting note taking
AI Meeting Note Taking Tool Fireflies

Perfect for customer success meetings such as business reviews or support, as it helps CS teams work more closely on meeting notes: never miss any important point and don’t waste time trying to take notes during the meeting.

  • Video conference bot
  • Audio file upload
  • Chrome recorder
  • Threads and reactions
  • Smart search
  • Topic trackes
  • Soundbites
  • Embeds

✅ AI model that do not really need human touch

✅ It spits out accurate summaries

✅ It supports multi-language transcription


❌ Would be better to have a deeper integration with HubSpot

❌ Sometimes the bot recognizes multiple people as one person

❌ Sometimes the speaker is changing in the transcript although the sentence was not finished 

15. Refiner

Refiner is another survey software that is designed specifically for SaaS and digital products.

customer survey and feedback tool refiner
Survey and Feedback Tool Refiner

It offers customizable in-product surveys with segmenting functionalities and insights.

  • Survey templates
  • Customized surveys
  • In-product surveys
  • Email surveys
  • Survey links
  • Reporting dashboard
  • User segmentation

✅ Integration capabilities with popular tech stack

✅ Surveys flows

✅ Easy to install


❌ Customer support could be better

❌ Short limit of live surveys

❌ Dashboard can be improved

16. Upscope

Upscope is a visual communication tool with interactive screen sharing for support and customer success teams.

interactive screen sharing tool upscope
Interactive Screen Sharing with Upscope

Its HelloScreen cobrowsing is a screen sharing functionality that remove the need of long Zoom or Google Meet sessions, and work together on the problem with the customer in real time.

  • Cobrowsing
  • Browser to browser audio
  • See, draw, click, type and scroll
  • Screenshot

✅ SOC 2 and ISO27001 certified

✅ View on specific page instead of whole computer screen

✅ It works on both mobile and computer


❌ The search algorithm can be improved

❌ Need to use Chrome

❌ Can become laggy very easily – good internet connection is a must

Analytics Tools

17. Mixpanel

Mixpanel, as a popular analytics tool, helps companies measure what matters and build better customer experiences and products through data.

customer success tool mixpanel
Customer Analytics Tool Mixpanel

Its product analytics solution lets teams analyze how and why people engage, convert, and retain, which is important for a better customer success strategy.

  • Engagement metrics
  • Retention metrics
  • Event tracking
  • Conversion metrics
  • Funnels
  • Real-time reporting
  • Segmentation
  • Custom reports and dashboards
  • Account-level analytics
  • User-level analytics

✅ Support engineers are great

✅ Reliable tracking of every user end-to-end

✅ Beautiful graphs

✅ Instant reflection of the user’s movement on the platform


❌ The formatting of dashboards is not very user-friendly

❌ Learning curve

❌ Implementation of each event/property need a different effort

18. UserMotion

UserMotion works as a customer intelligence platform for customer success teams with its customer health scoring and churn prediction capabilities.

customer success tool usermotion health scoring
Customer Health Scores with UserMotion

It helps your customer success teams monitor accounts in 360° view with customer health scores, spot upsells, cross-sells, renewals, and churn risks.


✅ It helps you detect accounts at risk of churn before it really happens

✅ Unlimited intent signals

✅ ICP-fit and intent at the same time

✅ Integrates with CRMs with embedded score cards


❌ More native integrations

❌ For accurate scoring, AI should be trained with customer data for some time

19. InMoment

InMoment helps collect and integrate customer experience data to uncover the insights that enable the smartest actions.

customer success tool inmoment
Customer Experience Analytics InMoment

InMoment platform allows support team to segment feedback by agent and other relevant business drivers to uncover insights that help optimize support experience.

  • Customer feedback
  • Digital listening
  • Employee experience
  • Market research
  • Conversational intelligence
  • Analytics

✅ Invalid vote detection

✅ View on specific page instead of whole computer screen

✅ Integrates with our CRM so we can send emails based on the survey score.


❌ Date picker resets every time logging in

❌  Limitation where you can only run one survey

❌ The filters for products do not always work

20. Woopra

Woopra is an end-to-end customer journey analytics that you can track everything your users do. It helps you retain customers based on the insights you get.

customer success tool woopra
Customer Journey Analytics with Woopra

The platform helps customer success teams with journeys, trends and retention. Hence, gaining knowledge into all in one lets taking customer success decisions.

  • Customer journey tracking
  • Customer trends
  • Event tracking
  • Segmentation
  • Reporting
  • User data

✅ Useful background information

✅ User attributes that are merged together from Stripe, BigQuery and a number of other sources

✅ Visitor profiles that provide comprehensive information about individual customers


❌ No easy search feature to quickly search for specific data

❌ Some of the app integrations can be a little tricky during setup

❌ Report organizing can be a bit better

Key Takeaways

  • Successful customer success combines different tools like engagement, support, onboarding, relationships, and analytics.
  • The tools are grouped into five types: Engagement, Support, Onboarding, Relationship, and Analytics.
  • Some customer success tools do everything (all-in-one), while others focus on just one area (specialized).
  • Important customer success tools’ features include managing customer data, helping new users, chatting, and analyzing data.
  • Examples include Intercom for talking to customers, Help Scout for support, Storyline for onboarding, Fireflies for CS meeting notes and UserMotion for customer health scoring.