What are our data sources?
We use the data sources on the side for ranking solutions and awarding badges in customer success software category. Our data sources in customer success software category include;
Customer success software enables businesses to see the points where customer satisfaction is low and to ensure that customers achieve the expected results. Thanks to customer success software, customer profiles are created, survey results and marketing interactions are analyzed, feedback and customer success scores are created based on historical data.
If you’d like to learn about the ecosystem consisting of Customer Success Software and others, feel free to check AIMultiple Customer Success / Customer Service.
AIMultiple is data driven. Evaluate 133 services based on
comprehensive, transparent and objective AIMultiple scores.
For any of our scores, click the information icon to learn how it is
calculated based on objective data.
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We use the data sources on the side for ranking solutions and awarding badges in customer success software category. Our data sources in customer success software category include;
review websites
social media websites
search engine data for branded queries
According to the weighted combination of 7 data sources
monday.com
Intercom
Zoho Desk
Bitrix24
LiveAgent
Taking into account the latest metrics outlined below, these are the current customer success software market leaders. Market leaders are not the overall leaders since market leadership doesn’t take into account growth rate.
monday.com
Intercom
Zoho Desk
Bitrix24
LiveAgent
These are the number of queries on search engines which include the brand name of the solution. Compared to other Customer Success / Customer Service categories, Customer Success Software is more concentrated in terms of top 3 companies’ share of search queries. Top 3 companies receive 35%, 32% more than the average of search queries in this area.
16 employees work for a typical company in this solution category which is 5 less than the number of employees for a typical company in the average solution category.
In most cases, companies need at least 10 employees to serve other businesses with a proven tech product or service. 100 companies with >10 employees are offering customer success software. Top 3 products are developed by companies with a total of 20k employees. The largest company building customer success software is OpenText with more than 10,000 employees.
Taking into account the latest metrics outlined below, these are the fastest growing solutions:
monday.com
Zoho Desk
Intercom
Bitrix24
LiveAgent
We have analyzed reviews published in the last months. These were published in 4 review platforms as well as vendor websites where the vendor had provided a testimonial from a client whom we could connect to a real person.
These solutions have the best combination of high ratings from reviews and number of reviews when we take into account all their recent reviews.
This data is collected from customer reviews for all Customer Success Software companies. The most positive word describing Customer Success Software is “Easy to use” that is used in 12% of the reviews. The most negative one is “Difficult” with which is used in 3.00% of all the Customer Success Software reviews.
According to customer reviews, most common company size for customer success software customers is 1-50 Employees. Customers with 1-50 Employees make up 57% of customer success software customers. For an average Customer Success / Customer Service solution, customers with 1-50 Employees make up 37% of total customers.
These scores are the average scores collected from customer reviews for all Customer Success Software. Customer Success Software is most positively evaluated in terms of "Overall" but falls behind in "Likelihood to Recommend".
This category was searched on average for 1k times per month on search engines in 2022. This number has increased to 1.2k in 2023. If we compare with other customer success / customer service solutions, a typical solution was searched 802 times in 2022 and this decreased to 646 in 2023.