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Rishabh leads the content strategy at Content Beta, a creative video and design agency for Tech & SaaS companies.
Before we look at the tools that help measure customer success, let us understand what Customer Success is.
“Customer Success is simply ensuring that your customers achieve their Desired Outcome through their interactions with your company. That’s it!” – Lincoln Murphy, SaaS Customer Success expert
So far, so good. But how does one ensure your customers are indeed achieving their “Desired outcomes”?
This is where Customer success software and tools come into play. Your Customer Success team needs to employ software tools including CRM and help desk software.
Moreover, a recent Oracle study indicates that more than one in three companies find customers prefer to complete a purchase or resolve a service issue without speaking with a human agent. This development makes a clear case for use of Customer Success videos.
As a B2B SaaS business, your customers’ success is essential to your own. You need them to stay engaged with your product or service so they continue to see value in what you’re offering – otherwise, they’ll quit.
That’s why providing customer support is so important, and why B2B SaaS customer support videos can be such a valuable asset in achieving customer success.
B2B SaaS Customer support video is a broad term encompassing many types of videos including training videos, onboarding videos, how-to videos, and so on.
Customer support videos can help customers to be successful in several ways:
In this guide, we will look at the various types of customer success video software tools customer Service and customer success teams can use to achieve customer success.
Summary:
| Sr. No. | Company | Software & Tools |
|---|---|---|
| 1 | Salesforce | CRM System |
| 2 | Content Beta | B2B SaaS Customer Success Videos |
| 3 | HelpScout | Customer Support Software |
| 4 | Zoom | Video Communication Tool |
| 5 | Desktime | Employee Productivity Tool |
| 6 | Zendesk | Customer Support Software |
| 7 | Mixpanel | Product Analytics tool |
| 8 | Loom | Video Creation Platform |
| 9 | Intercom | Live Chat Solution |
| 10 | Servicenow | Digital Workflow Management Platform |
| 11 | Upscope | Co-browsing Software |
| 12 | Custify | Customer Success Software for SaaS |
There are many types of customer success software tools. In this list, we look at ten such tools:
What is a CRM?
CRMs help businesses manage customer relationships. Using them one can track customer interactions, including leads, sales, and service engagements. This allows businesses to improve customer retention and increase lead conversion rates.
Additionally, they offer marketing automation capabilities that can help businesses track and measure marketing efforts.
Example:
Salesforce Chatter is a powerful customer communication tool that helps companies manage conversations with customers and leads. It includes features such as chat, email, and lead management. Here are some tasks you can perform with it:
Customers: NBCUniversal | Fonterra | General Electric | Hubilo | Mahindra & Mahindra
Pricing:
In addition to being included at no additional cost for all Salesforce editions, Chatter is also available for USD15/user/month for non-Salesforce users.
The paid Chatter license includes Salesforce content library | Ideas and answers features of Salesforce CRM | Read-only access to accounts and contacts | Force.com platform.
Watch the B2B SaaS Customer Success video for an overview of Salesforce Chatter:
Founded in 2020, Content Beta is a SaaS-based video production company. Their studio-quality hybrid product demos and training videos have helped some of the world’s leading SaaS companies onboard, engage, and retain users.
Their specialty is creating customer success videos such as product demo videos and video testimonials with engaging UI animation and motion graphics. As a full service agency, they write scripts, storyboards, edit videos, and provide final videos at a fixed and transparent price.
Content Beta customer support video offers:
| Sr. No. | Package | Timeline | Price |
|---|---|---|---|
| 1 | Unlimited Subscription for Video-Audio Design | Monthly plan | USD2,700/m |
| 2 | Product Explainer | ~14 days | USD2,400 |
| 3 | Podcasts | ~7 days | USD1,000 |
| 4 | Video Testimonials | ~7 days | USD1,000 |
| 5 | Product Demo Video | ~10 days | USD900 |
| 6 | Onboarding/Customer Support Video | ~7 days | USD600 |
Here is an example of a customer success video created by Content Beta for Lyne.ai:
HelpScout is a software platform designed to help customer service teams deliver great service. It offers an entire suite of tools including live chat, inbox management, and in-app messaging.
Additionally, you can create a help center with help guides and frequently asked questions, which is great for customer self-service.
Product features:
| Sr. No. | Features | Details |
|---|---|---|
| 1 | Live Chat | Takes just minutes to set up and start talking to customers. |
| 2 | Shared Inboxes | Includes organization, collaboration, and automation features necessary for a great customer experience. |
| 3 | Knowledge Base | With this customer self-service center cut down on your support volume by as much as 30%. |
| 4 | In-app Messaging | Offer support proactively by sharing helpful links and making timely announcements. |
Customers: Mixmax | OkCupid | Affirm | Honey | Spindrift
Pricing:
All prices when charges annually:
Watch the B2B SaaS customer success video from HelpScout
Zoom is a video conferencing and collaboration platform that makes it easy for companies to connect with customers in real-time. The app includes features such as video calling, group calls, and recording.
Products offered by Zoom:
| Sr. No. | Product | Features |
|---|---|---|
| 1 | Meetings | HD video + audio collaboration |
| 2 | Video Webinars | Full-featured and easy-to-use webinars |
| 3 | Marketplace | Integrations and bots to use with Zoom |
| 4 | Contact Center | Omnichannel contact center solution |
| 5 | Phone System | Enterprise cloud phone system |
| 6 | Zoom Team Chat | Streamline communication between your teams |
| 7 | Events | All-in-one platform to host virtual experiences |
| 8 | Whiteboard | Create and collaborate in and out of meetings |
| 9 | Conversation intelligence | Conversation analytics to improve sales |
Customers: Okta | servicenow | Nasdaq | Atlassian | Autodesk | Rakuten | DocuSign
Pricing: Zoom offers the following plans:
| Plan | Meetings | Whiteboard | Team chats | Price |
|---|---|---|---|---|
| Free | 100 | 3 Editable boards + 25MB of cloud storage | Group chat & file sharing | Free |
| Pro | 100 | 3 Editable boards + 25MB of cloud storage | Chats and channels for collaboration + file sharing | USD14.99 per host per month |
| Business | 300 | Unlimited boards | Chats and channels for collaboration + file sharing | USD19.99 per host per month |
| Enterprise | 500 or 1000 attendees | Unlimited editable boards with standard features | Chats and channels for collaboration + file sharing | USD19.99 per host per month |
Watch the B2B SaaS customer success video that explains how to join a Zoom meeting:
DeskTime is a time-tracking software that helps companies track how much time employees are spending on tasks related to their jobs. It is a single-time tracking app for desktops and mobile phones.
Features & Benefits:
Customers: Sixt | Mapon | Montway | On the map | Printful
Pricing:
It offers a 14-Day free trial and you don’t need a credit card.
| Plan | Price per user per month | Features |
|---|---|---|
| Desktime Lite | $0 | Automatic time tracking | URL and app tracking | Integrated web timer | Mobile app |
| Pro | USD7.00 | Desktime Lite + Productivity calculation | Idle time tracking | Project time tracking |
| Premium | USD10.00 | Pro + Automatic screenshots | Absence calendar | Shift Scheduling | Booking | and more |
| Enterprise | USD20.00 | Premium + VIP support | Personalized onboarding | Unlimited projects | Unlimited tasks | and more |
Watch the B2B SaaS customer success video that explains how you can use Desktime to ensure your employees remain productive:
Zendesk helps companies handle customer inquiries in one place. It includes features such as chat, ticketing, and support tickets for better customer service. Features & Benefits:
Customers: Immunotec | Genial Investimentos | Warren | Firstbases | Atom Finance | Age of Learning
Pricing:
| Products | Suite Team | Suite Growth | Suite Professional |
|---|---|---|---|
| Zendesk for Sales | USD19.00 | USD49.00 | USD99.00 |
| Zendesk for Service | USD49.00 | USD79.00 | USD99.00 |
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Watch the B2B SaaS customer success video that provides an overview demo for Zendesk:
Mixpanel is a customer analytics platform that helps companies track customer engagement and behavior across web and mobile channels. It includes features such as tracking website clicks, app downloads, and social media engagement. Add a technical SEO tool to your pool and you can amplify organic traffic immensely.
Features & Benefits: Event-based tracking: Analytics tools often measure engagement by tracking page views and browser sessions. Mixpanel uses a different, more powerful data model based on three key concepts–Events, Users, and Properties– to track in-product interactions, enabling a much deeper analysis of user behavior.
Dashboard, the home base: Dashboard cards show top-line metrics, and behind each card is a fully customizable report.
Core reports: There are four types—Insights, Funnels, Flows, and Retention.
Customers: Docusign | uber | rakuten-viber | yelp | GoDaddy | BuzzFeed | Expedia | ZipRecruiter
Pricing:
| Plan | Free | Growth | Enterprise |
|---|---|---|---|
| Price | NA | Starts at USD 15.00/month | Starts at USD 15.00/month |
| Features | Unlimited data history & seats | Core reports (including Flows) | Data dictionary and more | Free features + Unlimited saved reports & cohorts + Impact report with causal inference and more | Growth features + Advanced access controls Experiments & Signal reports and more |
Watch the B2B SaaS customer success video that provides a product demo for Mixpanel:
The Loom video recorder lets you capture your screen, webcam, and microphone all from within a web browser. Loom makes it easy to create sales engagement videos.
Features & Benefits:
Customers: HubSpot | Atlassian | NETFLIX | Lacoste | Juniper | greenhouse | LaunchDarkly
Pricing:
| Plan | Starter | Business | Enterprise |
|---|---|---|---|
| Price | Free | USD 8.00/Creator/month charged annually | Contact Sales |
| Features | Screen recording & cam bubble + Instant editing + Unlimited transcriptions + more | Starter + Custom branding | Engagement insights | Embed links in video + more | Business + SSO (SAML) and SCIM (Okta) + Advanced content privacy + Custom data retention policies + more |
Watch the B2B SaaS customer success video to learn how to get started with Loom.
Intercom specializes in business messaging; it enables businesses to chat with customers.
Features & Benefits:
Customers: Udemy | Microsoft | Notion | Amazon | Hostinger | Contentful | Coda | Spendesk
Pricing:
| Plan | Small Businesses | Other Businesses | ||
|---|---|---|---|---|
| Support | Engage | Convert | ||
| Price | Starts from USD74.00/month, billed annually | Pricing by enquiry | ||
| Features | Chat & email support + Targeted outbound email + In-product messages |
Live chat for support + Team inboxes + Ticketing workflows + more |
Outbound email and in-product messaging + Push messages & notifications + Custom bots + more | Conversational chatbots + Live chat for sales + Smart lead qualification + more |
You can learn more by watching the B2B SaaS customer success video created by Content Beta for Intercom:
Using ServiceNow, you can define, manage, automate, and structure security, operations, customer service, and HR services.
Features & Benefits:
Customers: RICOH | Deloitte | 7-Eleven | Intercontinental Exchange | City of Copenhagen
Pricing: Pricing by enquiry
Watch the B2B SaaS customer success video created by Content Beta to learn about the Request Management feature of servicenow:
Upscope is an interactive screen-sharing software that does not require a download.
It is not uncommon to come across situations where a customer may be unable to comprehend instructions through a typical communication channel (chat, phone call, email). In such cases, your agent can co-browse with them and resolve the problem online.
Features & Benefits:
Customers: Sungage Financial | Applied Data Finance | Occasion | SyncOnSet
Pricing:
| Plan | Upscope | Enterprise |
|---|---|---|
| Price | USD30.00 per agent / month, billed annually | Contact Sales |
| Features |
+ View the user's screen and draw on it. + You can click, scroll, and type for the user + Easily integrate your existing support tools and workflows + You can view screenshots in your live chat + more… |
+ Upscope features + SLA, NDAs, and uptime guarantees + On-premise deployment (Optional) + REST API + Whitelabel support + Dedicated Account Manager + more… |
| Offers a 14-Day free trial | ||
Watch this B2B SaaS customer success video to learn about starting a session with Upscope:
The Custify tool ensures product adoption and reduces customer churn. Additionally, it helps you increase customer satisfaction during onboarding, ensure contract renewals, and turn customers into advocates.
Features & Benefits:
Customers: ChartMogul | Monograph | Woodpecker | Talentnet | Inflow | Galley
Pricing: Pricing by enquiry
Watch this B2B SaaS customer success video from Custify for TestMonitor:
Customer Success videos are incredibly useful for B2B SaaS companies to achieve customer success and take their business to the next level.
At a minimum, go for software and tools that offer the following features:
Finally, what rewards await B2B SaaS companies upon achieving customer success?
It helps companies manage and improve customer engagement, identify and solve customer problems, and increase customer loyalty. By keeping customers loyal, you will achieve higher customer lifetime value.
Generally speaking, customer support videos like training videos, onboarding videos, customer engagement videos, and customer retention videos are collectively known as customer success video software and tools. They are used by customer success teams to help users get the most out of the product or service they have purchased.
Customer support software and tools help businesses manage customer support requests. They can help businesses track customer support requests, assign support agents to customer accounts, create support ticket workflows, and so on.
Training and onboarding video software and tools help businesses train new employees and customers on how to use a product or service. In addition they help businesses create training courses, track employee progress, and assess customer satisfaction.
Why are customer engagement videos classified as customer success videos?
Customer retention software helps businesses improve customer retention rates. It can help businesses track customer churn rates, identify at-risk customers, and create retention plans.
