🚀 Ignite your growth: Discover 30+ new tools to get ahead in our new Ecwid Igniter. Learn more →
Everything you need to sell online

Set up an online store in minutes to sell on a website, social media, or marketplaces.

What Customer Success Software You Need for Business

8 min read

Looking to turn customers into loyal brand enthusiasts?

There’s one highly efficient and valuable tool you need for your business — customer success software! In a time when customer experience trumps all other facets of what a business can offer, brands have to prioritize the people who keep their lights on.

Happy customers are more important than ever!

Whether you’re dealing with unexplained churn, low satisfaction rates, or challenging customer pain points, customer success software can help solve problems and put your customers at the forefront of everything you do.

Let’s explore the ins and outs of customer success software, its benefits for business, and how to find the most effective software for your specific needs.

How to sell online
Tips from e-commerce experts for small business owners and aspiring entrepreneurs.
Please enter a valid email address

Defining Customer Success

First and foremost, what is customer success? This term depends on your business model, product or service offering, and what industry you’re in.

However, the general term refers to how businesses anticipate customer challenges and provide support. In prioritizing customer success, businesses can improve customer retention, reduce churn, and foster a brand based on loyalty, feedback, and satisfaction.

What is Customer Success Software?

According to Zendesk, nearly 81 percent of businesses identify customer experience as a growing priority. What this means is simple—customers are at the foundation of any company’s success, and the right software can help cater to customers in new, innovative ways.

Customer success software is used by businesses of all sizes and industries to improve and manage the customer experience at every stage. Customer success software offers the following features and capabilities:

  • Monitor and manage customer journeys
  • Product usage analytics
  • Onboarding tools and support
  • Customer feedback, surveys, and NPS scores
  • Customer support management

Using customer success management software, businesses can access data and insights to avoid issues entirely and reduce the necessary touchpoints related to these customer issues. Let’s discuss just how customer success management software can help your business thrive.

How Customer Success Management Software Can Help Businesses

How exactly does customer management software help you level up your internal and external processes? Keep reading to find out.

Improve Customer Satisfaction

Customer success software provides valuable insight into customers’ behavior, wants, and needs, allowing for a more personalized experience when they interact with your brand.

As you can identify individual pain points, internal teams can make changes (product updates, bug fixes, ramp up customer support) to improve the customer experience and generate happier customers.

Reduce Churn

Churn is the greatest fear of most businesses, and it’s no secret why. The more customers you lose, the more you must invest in finding and keeping new customers.

If your customers stop using your product or service, the software will pick up on this and notify your team through the platform. This opens the door for communication where you can ask for feedback from the customer or provide support to get them back online. Rather than losing the customer entirely, your Support team can salvage the relationship by proactively reaching out and solving the problem.

Foster Brand Loyalty

As you provide stellar service thanks to your trusted customer success software, you’ll create an environment where customers feel supported, seen, and heard. Their opinions and feedback are valued and their needs are met.

In doing so, you’re fostering significant brand loyalty and creating long-term brand ambassadors and enthusiasts. We know that 72 percent of consumers tend to share the positive experiences they have with brands, so the more you prioritize the customers you have, the more likely you will bring in new referrals!

Grow Revenue

Customers who are satisfied with a product or service and feel appreciated and valued are more likely to stick around for the long haul. Additionally, these customers are more open to upselling and cross-selling opportunities, which can improve your company’s bottom line and increase revenue.

Finding the Best Customer Success Software for Your Business

There are a few great tools available that can help your business improve customer satisfaction. Top names include Zendesk, GainSight, Vitally, and Staircase AI. These platforms offer various features and functionality, but you can typically expect the following from each one:

  • Customer data management
  • Self-service options
  • Customer segmentation
  • Dashboards and real-time reporting
  • Feedback and surveys
  • Workflow automation (AI)

As you shop around for the best-suited software for your business, consider the following key focus points and keep in mind how this software will empower your business.


The software you select should seamlessly integrate with other tools you use regularly, including your CRM and customer service tools. If integration is challenging, your agents will have to switch back and forth between platforms to adequately resolve issues, which can be a huge headache and a waste of their time.

Data Security

Since customer success software leverages customer data, security is paramount. Dive deep into each platform’s security measures and how they safeguard private data for their clients. You should be able to ask questions about data encryption and industry compliance to ensure your customers’ information will be secure.


During demos and sales pitches, pay attention to how user-friendly each customer success platform is. If the platform is clunky or difficult to navigate, it will be challenging to get the buy-in from your internal teams to adopt it and get your money’s worth.

As you shop around, pay attention to the service you receive from each business, how responsive the sales team is, and the general feel and functionality of each platform’s interface. Many software companies offer free trials so you can get in and explore while using your existing technology to ensure it’s a good fit.

Bolster Customer Success & Satisfaction with Ecwid

Ecommerce platforms are a dime a dozen and it’s challenging to wade through the noise to find the one most suited for your business needs and goals. That’s where Ecwid comes in. Our platform supports brands by selling anywhere online, from social media sites to a company website, marketplaces, and much more.

Reach customers where they spend the most time online, improve the customer experience, and grow your brand with Ecwid. Get started today!


Table of contents

Sell online

With Ecwid Ecommerce, you can easily sell anywhere, to anyone — across the internet and around the world.

About the author

Max has been working in the ecommerce industry for the last six years helping brands to establish and level-up content marketing and SEO. Despite that, he has experience with entrepreneurship. He is a fiction writer in his free time.

Ecommerce that has your back

So simple to use – even my most technophobic clients can manage. Easy to install, quick to set up. Light years ahead of other shop plugins.
I’m so impressed I’ve recommended it to my website clients and am now using it for my own store along with four others for which I webmaster. Beautiful coding, excellent top-notch support, great documentation, fantastic how-to videos. Thank you so much Ecwid, you rock!
I’ve used Ecwid and I love the platform itself. Everything is so simplified it’s insane. I love how you have different options to choose shipping carriers, to be able to put in so many different variants. It’s a pretty open e-commerce gateway.
Easy to use, affordable (and a free option if starting off). Looks professional, many templates to select from. The App is my favorite feature as I can manage my store right from my phone. Highly recommended 👌👍
I like that Ecwid was easy to start and to use. Even for a person like me, without any technical background. Very well written help articles. And the support team is the best for my opinion.
For everything it has to offer, ECWID is incredibly easy to set up. Highly recommend! I did a lot of research and tried about 3 other competitors. Just try ECWID and you'll be online in no time.

Your ecommerce dreams start here

By clicking “Accept All Cookies”, you agree to the storing of cookies on your device to enhance site navigation, analyze site usage, and assist in our marketing efforts.
Your Privacy

When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences or your device and is mostly used to make the site work as you expect it to. The information does not usually directly identify you, but it can give you a more personalized web experience. Because we respect your right to privacy, you can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. More information

More information

Strictly Necessary Cookies (Always active)
These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information.
Targeting Cookies
These cookies may be set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant adverts on other sites. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising.
Functional Cookies
These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third-party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly.
Performance Cookies
These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.