12 Best Customer Success Video Software And Tools For SaaS

12 Best Customer Success Video Software And Tools For SaaS

Written by Rishabh
Written by Rishabh

Rishabh leads the content strategy at Content Beta, an on-demand creative video and design team for Tech & SaaS companies.

Your Key Performance Indicators (KPIs) are hitting the mark, but a rising churn rate impacts the Customer Lifetime Value (CLV). What’s the missing link in your customer success strategy?

In B2B, the goal is not just to onboard clients but to elevate their User Experience (UX) and drive product adoption to its peak.

Leveraging video software as a tool in your Account-Based Marketing (ABM) strategy to create compelling customer success stories is pivotal. Such videos are a touchpoint throughout the Buyer’s Journey, ensuring they get maximum value from your product.

A 2022 TechJury report states that 68% of B2B businesses credit customer success tools for increased satisfaction and lowered churn.

This blog will cover insights on:

  • Beyond Onboarding: A Customer success tool is not just about getting clients onboard but guiding them to get the full potential of your product.
  • Relationships Matter: Are you nurturing growth-centric, lasting relationships with your clientele?
  • ROI Amplified: With a 55% increase in upsell and cross-sell opportunities among satisfied customers, aren’t customer success tools a vital way to increase ROI?

SaaS expert Lincoln Murphy stated: “Customer Success means ensuring customers achieve their goals using your company.”

Incorporating videos as a customer success tool for your customer support strategy can lead to quicker resolutions and less churn. Utilizing Customer Success software tools, including CRM and help desk software, is essential.

Table of Contents

Creative Team on-demand = Marketing done right.

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Creative Team on-demand = Marketing done right.

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What Are Customer Success Tools?

Customer success tools are software solutions that help businesses ensure that their customers achieve desired outcomes while using their products or services. These tools help in active engagement, client health metrics, and delivering actionable insights to reduce churn.

Key features often include:

  • Onboarding Assistance: Guiding new users through the initial stages of using a product or service. As per research, 86% of people are likely to stay loyal to a business that invests in customer onboarding as a part of its customer success tools.
  • Customer Health Scoring: Customer success tools help monitor customer engagement levels to predict and prevent churn.
  • Task Automation: Customer success automation tools streamline task management, ensuring timely follow-ups and interventions without manual oversight. They help in automating routine tasks to ensure timely follow-ups and interventions.
  • Automated Communication: A CS tool helps send targeted messages based on user behavior or milestones. By analyzing customer behavior and preferences, AI tools for customer success can predict which users are most likely to respond positively to retargeting campaigns.
  • Reporting and Analytics: These tools and software help in providing insights into customer behavior, usage patterns, and satisfaction levels.
  • Feedback Collection: Customer success tools gather and analyze feedback to refine products or services.
  • Integration with CRM and Help Desk: Centralizing customer data for a holistic view of the customer journey.

These customer success tools aim to enhance the overall customer experience. It ensures that customers derive maximum value from a product or service, leading to higher retention rates and long-term business growth.

What to look for in a customer success tool?

The best customer success tools will have the following key features and capabilities:

  1. User-Friendly Interface: The tool should be intuitive and easy to navigate, ensuring your team can quickly adapt and utilize its features.
  2. Integration Capabilities: It should seamlessly integrate with other tools and platforms you’re using, such as CRM systems, help desks, and marketing automation tools.
  3. Customer Health Scoring: The ability to assess and score the health of your customers based on their interactions, product usage, and feedback.
  4. Automated Communication: Features allowing automated emails, in-app messages, or notifications based on specific customer behaviors or milestones.
  5. Segmentation: The tool should allow you to segment your customers based on various criteria like product usage, subscription tier, or feedback, enabling targeted communication.
  6. Reporting and Analytics: Comprehensive reporting features provide insights into customer behavior, churn rates, and other key metrics.
  7. Onboarding and Training Resources: Training sessions on Customer Success Management tools are essential for new customer success managers to assist in the onboarding process walkthroughs, tutorials, and knowledge bases.
  8. Feedback Collection: Tools for collecting and analyzing customer feedback, such as surveys, NPS scores, and feedback forms, are streamlined with customer success management tools.
  9. Task Management: The ability to assign tasks, set reminders, and track the progress of customer-related activities.
  10. Security and Compliance: Ensure the tool meets data protection and privacy industry standards.
  11. Scalability: As your business grows, the tool should be able to accommodate an increasing number of customers without compromising performance.
  12. Customizability: The ability to customize the tool to fit your company’s needs and workflows.
  13. Support and Training: A responsive support team and ample training resources to ensure your team can maximize the tool’s potential.

By prioritizing these features, you’ll be better equipped to choose tools for customer success that align with your business goals and enhance customer relationships. Regular updates and feature additions are common in leading CSM tools, ensuring they stay relevant.

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12 Best Customer Success Tools

Here are some Top customer success tools you can choose from:

1. Salesforce- CRM System

Salesforce CRM is a premier platform streamlining customer relationship management. It offers businesses a centralized system to store, monitor, and analyze customer data, giving teams a holistic, real-time view of their clientele.

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Key Features:

  • Unified Customer View: Consolidates contact details, sales data, service cases, and marketing activities.
  • AI-Driven Insights: Enables data-driven decisions for enhanced customer interactions.
  • Team Collaboration: Integrated with Slack for smooth team communication.
  • Cloud-Based Security: Ensures data protection and scalability.
  • Customizability: Features over 8,700+ partner apps for tailored solutions.
  • Customer Focus: Prioritizes customer success with expert support, training, and a robust user community.

Customers: NBCUniversal, Fonterra, Mahindra & Mahindra.

2. B2B SaaS Customer Success Videos: Content Beta

As a comprehensive service agency, Content Beta offers an end-to-end solution, from scriptwriting and storyboarding to video editing, all at a transparent and fixed price.

Their commitment to quality and innovation has positioned them as a trusted partner for some of the world’s leading SaaS companies, aiding them in user onboarding, engagement, and retention.

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Key Features:

  • Studio-Quality Production: Offers the highest caliber hybrid product demos and training videos.
  • Customer Success Videos: Specializes in product demo videos and video testimonials.
  • Engaging Visuals: Utilizes UI animation and motion graphics for a captivating viewer experience.
  • End-to-end Services: Provides scriptwriting, storyboarding, video editing, and final video production.
  • Transparent Pricing: Delivers top-notch services at a fixed and transparent cost.

Customers: Lyne, Manychat, Recurly, Actabl, Pipe

3. Customer Support Software: HelpScout

Help Scout offers tools for efficient customer communication and support. Trusted by over 12,000 businesses, it simplifies customer service with its user-friendly interface and robust features.

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Key Features:

  • Unified Customer View: Centralized platform for all customer interactions.
  • AI-Driven Insights: Enables informed decision-making.
  • Team Collaboration: Integrated with Slack for seamless communication.
  • Cloud-Based: Ensures data security and scalability.
  • Adaptive Ecosystem: Over 8,700+ partner apps for customization.
  • Customer-Centric: Dedicated support and training resources.

Customers: Mixmax, OkCupid, Affirm, Honey, Spindrift

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4. Live Chat Solution: Intercom

Intercom specializes in business messaging; it enables businesses to chat with customers.

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Key Features:

  • OS facilitates real-time B2B interactions, connecting enterprises directly with clients.
  • Initiates continuous B2B communication, optimizing every client interaction.
  • Intelligent routing enhances lead qualification for website visitors.
  • Instantly engage with potential B2B partners on your platform.
  • Expedite the conversion cycle by connecting with prospects during their site visit.

Customers: Udemy, Microsoft, Notion, Amazon, Hostinger

5. Employee Productivity Tool: Desktime

DeskTime is an all-in-one time tracking solution designed to optimize productivity and streamline workforce management. Whether a freelancer or part of a larger business, DeskTime offers tools to ensure you work efficiently and effectively.

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Key Features:

  • Automatic Time Tracking: DeskTime starts and stops tracking as you begin and end your work, eliminating manual entries and human errors.
  • Work Progress Oversight: With URL and document title tracking, monitor your team’s activities and progress during work hours.
  • Resource Optimization: Assign hourly rates, control expenses, and comprehensively view all ongoing processes for better project management.
  • Holistic Office Management: Beyond time tracking, DeskTime facilitates shift assignments in the absence of tracking and provides insights for managing remote workers and hybrid offices.
  • Integrations: Seamlessly integrates with popular work tools, enhancing your workflow.
  • Platform Versatility: Available for desktops, mobile phones, and as a web time tracker, ensuring you can track time wherever you are.

Customers: On The Map, Montway, Printful

6. Customer Support Software: Zendesk

It includes chat, ticketing, and support tickets for better customer service. Investing in CSM tools like Zendesk helps companies handle customer inquiries in one place.

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Key Features:

  • ROI Calculator: Businesses can use this tool to evaluate the benefits of an omnichannel approach to customer service.
  • Integration: Easily integrate all relevant customer data using our code and no-code integration options.
  • Single customer view: Create one unified customer view and use it to personalize customer experiences across all customer journey stages.
  • Actionable insights: Monitor, analyze, and act on customer needs. Analyses and reports can be created easily across sales, service, and third-party systems.

Customers: Immunotec, Warren, Firstbases, Atom Finance

7. Product Analytics tool: Mixpanel

Mixpanel is a customer analytics platform that helps companies track customer engagement and behavior across web and mobile channels. It includes tracking website clicks, app downloads, and social media engagement.

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Key Features:

  • 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 a fully customizable report behind each card.
  • There are four types of core reports — Insights, Funnels, Flows, and Retention.

Customers: Uber, Yelp, GoDaddy, BuzzFeed, Expedia

8. Video Creation Platform: Loom

The Loom video recorder lets you capture your screen, webcam, and microphone from within a web browser. Loom makes it easy to create sales engagement videos.

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Key Features:

  • Loom hosts and manages all video content
  • Loom SDK
  • They offer a free version. The ‘Business’ plan has a 14-day free trial
  • Screen Recorder for Chrome, Mac, Windows, iOS, and Android
  • Use cases include Team Alignment, Sales, Engineering, Design Marketing, Product Management, Support, and Education

Customers: HubSpot, Netflix, Lacoste, Juniper

We know how to sell your story using your product UI

9. Video Communication Tool: Zoom

Zoom is a comprehensive platform that offers collaboration tools, including video meetings, team chat, webinars, and more. It helps modernize workflows and enhances communication, making it easier for teams to connect and collaborate.

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Key Features:

  • Unified Communication: Offers video meetings, team chat, whiteboard, phone, and more in one platform.
  • AI Companion: A digital assistant that empowers users, including paid Zoom accounts.
  • Flexible Solutions: Tailored tools for team collaboration, including Zoom One, Zoom Spaces, and Zoom Events.
  • Enhanced Collaboration: Integration with tools like Slack for seamless team communication.
  • Scalable and Secure: A cloud-based platform ensuring data security and adaptability to business needs.
  • Diverse Offerings: From conference room systems to cloud contact centers, Zoom caters to various business communication needs.
  • Global Recognition: Highly rated on multiple review sites and recognized as a leader in unified communications.

Customers: Nasdaq, Oracle, WWF, The New York Times, Walmart

10. Digital Workflow Management Platform: ServiceNow

You can define, manage, automate, and structure security, operations, customer service, and HR services using ServiceNow.

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Key Features:

  • With the Now Platform, you can build and automate quickly, future-proof technologies, and deliver great customer experiences.
  • AI-powered conversational chatbots make it easy for employees and customers to resolve issues and get what they need fast.
  • Users can access relevant, AI-powered answers on demand through self-service and auto-complete.
  • Give users immediate, actionable answers that are precise and personalized.

Customers: RICOH, Deloitte, 7-Eleven, Intercontinental Exchange

11. Co-browsing Software: Upscope

Upscope is an interactive screen-sharing software that does not require a download. It is common to encounter 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.

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Key Features:

  • Your SaaS can now be fully integrated into your customers’ workflows with the Universal Proxy.
  • You can guide them through your dashboard and external third-party websites by showing them processes and workflows.
  • Make it seem like you are sitting next to your customers explaining how your SaaS works.
  • Integrations with Intercom, Salesforce, Olark, LiveChat, Zendesk, and more

Customers: Sungage Financial, Applied Data Finance, Occasion, SyncOnSet

12. Customer Success Software for SaaS: Custify

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.

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Key Features:

  • Customer 360: Manage the adoption, lifecycles, and usage of products.
  • Integration: Connect your favorite tools and the apps your company already uses without engineering support.
  • Customer Health: Identify KPIs that aren’t being met so you can improve your product. Monitor your client’s engagement and reduce customer churn.
  • Dashboards & Reports: Generate custom dashboards to track performance in one place.

Customers: ChartMogul, Monograph, Woodpecker, Talentnet, Inflow

What is customer success platform?

A Customer Success Platform is a software solution, designed to manage and enhance customer relationships. The platform includes features like onboarding assistance, real-time analytics, customer health scores, and automated communication tools.

It goes beyond traditional Customer Relationship Management (CRM). It not only tracks customer interactions but also proactively guides customers to achieve their goals with your product or service.

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Why you need a customer success platform

Acquiring a new customer is only a fraction of the hassle. To retain them, ensure they find value in your product. Customer success tools can help turn customers into brand advocates and enhance brand reach and credibility.

Here’s why you need a customer success platform:

1. Enhanced Customer Retention

A customer success platform helps identify at-risk customers early on, allowing you to proactively address their concerns and prevent churn.

2. Data-Driven Insights

The customer success tools and platforms provide data on customer behavior, usage patterns, and feedback. This data is invaluable for making informed decisions and understanding what drives customer satisfaction.

3. Automated Workflows

Automate routine tasks, set follow-up reminders and ensure no customer touchpoint is missed. This increases efficiency and provides consistent customer interactions.

Addressing common customer queries in customer support videos reduces your support tickets. Videos can serve as an effective tool to clarify doubts and provide solutions, ensuring a smoother user experience.

4. Personalized Customer Journeys

By understanding each customer’s unique needs and usage patterns, you can customize their experience. It ensures they get the most value from your product and increases customer lifetime value.

5. Predictive Analytics

Many platforms use machine learning to predict which customers are likely to churn, upgrade, or buy additional products. This allows you to take actions based on these predictions.

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6. Centralized Communication

Keep all customer interactions, feedback, and issues in one place. This ensures that any team member can pick up where another left off, providing seamless customer support.

7. Scalability

As your customer base grows, manually keeping track of each customer becomes impossible. Customer success tools scale with your business, ensuring every customer gets the attention they deserve.

8. Cross-Team Collaboration

These platforms often integrate with tools like CRMs, marketing automation, and support software, ensuring all teams have a holistic customer view.

9. Increased Revenue

Happy customers are more likely to buy, upgrade, and refer others. You’re retaining customers and increasing their lifetime value by ensuring customer success.

10. Feedback Loop

Collect feedback to understand what features your customers love, what they don’t, and what they wish you had. This feedback is crucial for product development and innovation.

A customer success platform is a tool and a strategic investment. It ensures that your customers don’t just use your product but thrive with it, leading to long-term business success.

Conclusion

Customer success is the linchpin of sustainable growth and long-term business prosperity. As the market becomes saturated, your customer success tools and strategies will ensure customer satisfaction.

Leveraging the power of customer success tools, especially video software, can transform your client relationships from mere transactions to meaningful, value-driven partnerships.

The journey doesn’t end with customer acquisition; it’s about nurturing and understanding their needs. Client success tools help ensure they thrive with your product.

By investing in the best customer success tools and adopting a proactive approach to customer success, you’re setting your business up for success. After all, when your customers succeed, so do you.

Frequently Asked Questions (FAQs)

The different B2B SaaS customer success videos are product demos, training videos, onboarding tutorials, testimonials, and support videos.

Customer Support videos serve as customer success videos by proactively addressing common issues enhancing user experience and satisfaction.

Training and onboarding videos are categorized as customer success videos as they guide users in maximizing product value ensuring successful adoption and usage.

Testimonials build trust by showcasing real user experiences and endorsements.

Customer success video software and tools help enhance user understanding, foster engagement, and address potential issues, leading to satisfied and loyal customers.

Creative Team on-demand = Marketing done right.

Need a mixed team of video, design, and creative experts to scale up your marketing?

Creative Team on-demand = Marketing done right.

Need a mixed team of video, design, and creative experts to scale up your marketing?

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