Customer success tools extend the functionality of your CS platform, multiplying its value. By connecting data from other success tools to your CS tool, you can view and manage all your customer data from one place instead of leaving it isolated in separate information silos. This allows you to leverage all your data by integrating it into your customer success strategy. Your CS platform can then become the hub for a unified campaign that harnesses all your apps and data to the task of automating customer success outcomes.
Putting this plan into practice to make the most of customer success tool integration requires choosing the right tools. Here’s a look at eight popular tools, what they do, and how they can enhance your CS platform and strategy.
Note that all these tools integrate with Totango’s CS platform, which is designed to put data from any source to work driving automated customer success outcomes. If you’re already using other tools to perform the same functions, you can still use the general tool integration strategies illustrated by the examples selected here.
CRMs: Salesforce and HubSpot
Customer relationship management apps let you store, manage and deploy data associated with customer relationships for purposes such as lead generation and sales pipeline management. By integrating CRM data with your CS platform, you can analyze your customer data and harness it for customer success management. For example, you can establish criteria for customers who may be in the market for an upsell offer and set up automated workflows to send promotional emails to this segment of your customer database.
Two of today’s most popular CRM apps are Salesforce and HubSpot. Salesforce offers more customization for companies with advanced CRM needs, while HubSpot serves the needs of companies seeking basic functionality with a user-friendly interface, particularly companies focused on inbound marketing.
Data File Sharing: Dropbox
File sharing apps make it easier to store files in the cloud, share files, and sync files between devices and users, especially large files. Connecting a file-sharing app with your CS platform lets you upload files on a one-time basis or create an automated schedule, as well as schedule automatic file syncing. One of today’s most popular file-sharing solutions is Dropbox, which lets you store files on the cloud and sync them with local files.
Billing: Zuora
Subscription billing is the lifeblood of SaaS revenue. Billing apps help you automate processes such as offering quotes, creating recurring subscriptions, collecting bills, tracking payments and tracking subscription analytics. Integrating your billing data with your CS platform can help you streamline subscription renewals, increasing retention and reducing payment support issues.
Zuora is a billing app geared toward the needs of subscription-based revenue models. It automates billing, collection, and real-time recognition of payments.
Workflows: Zapier, Segment
Workflow apps allow you to define and automate customized macro processes consisting of a series of tasks. The task can then be set up to trigger automatically when certain data criteria are met. This can save you time performing frequently repeated task sequences by reducing a complex series of actions to a single command initiated when the relevant data parameters are detected.
Integrated with a CS platform, a workflow app can let you create automated workflows which promote customer success outcomes. For example, you can automatically send product tracking information to your CS platform.
Popular workflow apps include Zapier and Segment. Zapier is more affordable for smaller companies, while Segment is more user-friendly to set up and administer.
Support: Zendesk, Jira
Support events are critical steps in the customer journey. How smoothly an escalation incident gets resolved can determine whether the customer renews their subscription or churns, as well as whether they become a brand promoter or a detractor. Support apps help automate the management of customer service tickets to promote quicker resolutions and higher satisfaction. They may provide features such as online knowledge bases, help centers, community forums, and support via multiple channels, including social media, messaging, live chat, email, and voice.
Connecting your support tool to your CS platform lets you automatically assess the customer’s situation and steer them toward the channel best suited to achieve resolution, whether this consists of self-service tools, chatbot support or a live human agent. For example, if a customer is experiencing onboarding challenges,
Two of today’s leading support apps are Zendesk and Jira. Zendesk is geared toward managing end-user communication to promote customer satisfaction, retention, and revenue growth, while Jira excels at managing internal projects such as software management lifecycles. The two tools are not mutually exclusive and can be used together.
Integrate Your CS Platform with Customer Success Tools
Customer success tools include apps for CRM, file sharing, billing, workflow automation and support. All the tools mentioned here easily integrate with Totango’s platform. Totango can integrate with virtually any data source, capturing information in real-time so you can put your data to use promoting customer success outcomes. Harness your customer success tool data to trigger automated workflows called SuccessPlays which implement best practices for optimal outcomes at each stage of your customer journey. Try it free to experience the power of total customer success tool integration.
