Aug 14, 2020

Read Time 6 min

Top customer success software integrations in 2023


In customer success, the tools you use are as important as the strategies you devise. Seamless software integrations help supercharge your CS efforts by bridging departmental silos, predicting customer needs, and creating experiences that resonate.

Here are the top customer success software integrations your CS team can use to optimize their output and provide personalized service. 

What is a customer success software integration?

Customer success software integrations serve as a bridge between disparate systems that enables a seamless flow of customer data and insights across platforms. They provide companies with a holistic, 360-degree view of their customers, facilitate real-time responses to their needs, and predict future requirements. Integrating your customer success software within the broader organization’s tech stack ensures that every touchpoint a customer has with a business is informed, relevant, and timely. 

11 customer success software integrations to consider

1. Customer relationship management software

CRMs primarily function as a relationship information database and focus on opportunity management. Since buyers typically follow a uniform purchasing journey, CRMs are ideal for managing a sales pipeline. However, they have drawbacks for post-sale customer management

Who owns it: Sales or sales operations

Benefits of integrating with customer success software:

  • Get direct access to CRM data, such as accounts, contacts, opportunities, cases, subscription data (renewal date, license count, total contract value, etc.) as well as custom fields and parent-child relationships.
  • Use these data fields to create segments, trigger alerts, run automated playbooks, send NPS campaigns, manage customer journeys, and calculate health scores.

Examples: Salesforce, HubSpot, Netsuite, and Copper

2. Customer support software and ticketing systems

Customer support software manages and monitors customer requests, queries, and service-related matters. The tool is used to facilitate and track interactions between support agents and customers via live chat, social media, phone, and email as well as to create knowledge bases and other self-service customer help resources.

Who owns it: Customer support or IT operations

Benefits of integrating with customer success software:

  • Stay informed of all customer issues by mapping customer support tickets to accounts and contacts.
  • Be your customer’s champion. Help resolve tickets faster without crossing wires with customer support teams by quickly accessing tickets in your customer success software.
  • Get direct access to customer support data such as a ticket’s submitter details, conversation thread, priority, and status.
  • Use customer support data to build segments and trigger alerts and automation, such as:
    • “More than X open tickets in the last 30 days” segment to configure alerts and playbooks that automatically create tasks for CSM follow-up. You can also include ticket volume as part of a customer’s health score.
    • “Customer gone quiet” segment to inform you if a customer who was formerly engaging with support has suddenly gone away.
    • “Support needs your attention on this ticket” alert, which triggers when support fills out a “CSM Alert” field in their customer support software.
    • “Bad satisfaction rating” alert so CSMs can immediately reach out to frustrated customers who cite having a poor experience.

Examples: Zendesk, Help Scout, Jira Software, Salesforce Desk, and Freshdesk

3. Product analytics software

Product analytics software tracks user engagement with your product including page and feature events. This tool is used to create better customer experiences by analyzing user behavioral data to identify popular and underused functionality, patterns, and roadblocks.

Who owns it: Product, development, or design

Benefits of integrating with customer success software:

  • Know exactly how customers use (or don’t use) your product and analyze usage trends over time by capturing feature and page events as well as time-in-app metrics and online status monitoring at the contact and account level.
  • Use product usage data to create segments, automate tasks and communications, influence health scores, and trigger alerts and in-app messaging. For example, create an alert if a customer event decreases by a specific percentage over a defined time period. A sharp decline in logins or core function usage indicates they are no longer engaged with your product.

Examples: Mixpanel, Pendo, Intercom, and Segment

4. Subscription billing software

Subscription billing software manages recurring billing and payments for products and services along with accounting and analytics.

Who owns it: Finance

Benefits of integrating with customer success software:

  • Get direct access to billing data, such as subscriptions, contracts, invoices, charges, add-ons, and coupons.
  • Track free-trial users for upsell opportunities to convert to paid users.
  • Use billing data to create segments and alerts in your customer success software. For example, to collect unpaid invoices faster, create a segment for “Overdue invoices exceeding X days” that automates customer communication using the following cadence:
    • Day 0 to 20: Accounting communicates with the customer
    • Day 21 to 40: CSM communicates with the customer. Email executive sponsor and POCs at day 25, 30, and 35. 
    • Day 41: Final internal notice to customer
    • Day 51: Final external collections notice to customer

Examples: QuickBooks, Chargebee, Maxio, and Stripe

5. Project management software

Project management software plans and tracks project-based work, resource management, and stakeholder collaboration.

Who owns it: Professional services, product, development, operations, or marketing

Benefits of integrating with customer success software:

  • Map projects and tasks managed by other internal teams to an account or contact.
  • Get a panoramic view of all customer work to keep informed and monitor active projects’ progress against major milestones or setbacks.
  • Use project data to create segments or trigger alerts and tasks for customer success based on a project’s next steps.

Example: Wrike, Teamwork Projects, and Asana

6. Learning Management System

A learning management system (LMS) manages and tracks educational courses and training programs. Beyond simple content delivery, an LMS facilitates interactive learning, progress tracking, and data analysis.

Who owns it: Customer success or customer success enablement 

Benefits of integrating with customer success software:

  • Easily access LMS data and reports on account and contact profiles.
  • Use learning activities, such as course enrollment/completion and quiz scores, as a factor in health scores.
  • Automate customer outreach and campaigns based on course progress.

Examples: Skilljar and LearnUpon

7. Chat software

Chat software is a live messaging platform that facilitates instant messages between a vendor and customer. Common use cases include fielding incoming queries submitted by customers and troubleshooting issues as well as engaging and qualifying prospects visiting your company’s webpage.

Who owns it: Customer support, sales, or marketing

Benefits of integrating with customer success software:

  • Keep an accessible log of customer chats by mapping conversation threads to accounts and contacts.
  • Use chat data to create segments and trigger alerts, such as creating an alert for “Customers with X number of active chats with support team” as that may indicate ongoing service issues.

Example: Intercom Conversations and Help Scout

8. Email clients

An email client (like Gmail or Apple Mail) allows you to receive, send, and organize email. This is different from an email service provider which enables mass email marketing or blasts.

Who owns it: Everyone

Benefits of integrating with customer success software:

  • Review and respond to customer emails directly within your customer success software and map email threads to contacts.
  • Gain full visibility into customer communication across your CS team by managing email from within a central hub.
  • Use customer email engagement and patterns to create segments for focused outreach and escalations as well as to influence health scores.

Examples: Gmail and Microsoft Office 365

9. Net Promoter Score ® (NPS) software

NPS software is used to create, deploy, and manage NPS surveys. NPS surveys produce a score that is used as a customer satisfaction benchmark to measure your customers’ likelihood to recommend you to a friend or colleague.

Who owns it: Product or customer success

Benefits of integrating with customer success software:

  • Solicit feedback to measure customer sentiment toward your product or business.
  • Understand customer satisfaction at the individual contact level and at the account level to inform your customer engagement strategy.
  • Automate follow-up responses to surveys based on the rating given, so you can proactively engage an upset customer or solicit a review from a happy customer.
  • Deliver surveys through email or in-app messages to maximize engagement opportunities.
  • Integrate NPS into a customer’s overall health score to factor in subjective customer feedback.

Note: ChurnZero has a native NPS feature, but can also integrate third-party NPS tools into its platform.

Examples: ChurnZero’s NPS feature, AskNicely, and Wootric

10. Webinar software

Webinar software is a virtual seminar platform that creates live or recorded video presentations. Its typically used to host online events, trainings, product demonstrations, and sales pitches.

Who owns it: Marketing or sales

Benefits of integrating with customer success software:

  • Easily reference what webinar content your customers consume—whether its team trainings, thought leadership, or product demonstrations—by mapping webinar registrants and attendees to contacts.
  • Reach out to customers with additional topical content, conduct timely training follow-up, or nudge them along using webinar data to create segments and trigger alerts.
  • Build an automated playbook using a segment of product webinar attendees who are qualified candidates for related upsell opportunities.

Example: GoToWebinar

Get a unified view of the customer

If you’re tired of pestering your product team for usage data, hounding your finance team for invoice details, and chasing your support team for ticketing updates, start taking advantage of the wide-range of tools you can integrate with customer success software. The more customer data you have at your fingertips, the more effective you become, and in turn, the better you serve your customer.

Explore the full list of ChurnZero integrations.


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