Alida CXM vs. CustomerSuccessBox

If you need a robust back end statistical program, this is not for you. If you are looking for a slick, interactive media survey tool it deserves a strong look.

Customer success box is very well suited for SAAS companies where p product tracking and adoption of needed. Customer support our implementation teams can use customer success box. For tech, quality teams or marketing teams within a company this product is not useful as the domain for these teams are different.

Incentivized

• The ability to cross-tab and filter in dynamic report is pretty flawless.
• Additionally, the various export formats in the report module are each useful in their own way.
• Their client relations is really nice, they are always quick to respond to issues or additional help needed.
• They do a great job on their end of finding panelists when we need additional people for a survey.

• Journey feature will help you automate your manual tasks like auto csm assignments, auto playbook enrolls, email alerts to your clients about new assignments or any set templates, etc.
• Making a playbook of your process (must be consist of multiple steps) will help you give the visibility of how many clients are stuck in which steps and from when.
• They are using Metabase for making analytics dashboards where you can make your own dashboard with different filters like Csm activity report, churn dashboard, potential clients report and also using pulse feature in Metabase schedule your daily report to different required people.

Incentivized

• Some things on Vision Critical allow for customization, but other pieces seem cumbersome. Based soley on the survey piece of this software, I would rate it better than most basic online survey tools (surveyMonkey or Zoomerang), but not as customizable as some of the more advanced solutions (like Qualitrics)
• The tool in Vision Critical that allows you to see survey data and reports is unwieldy and complicated to use.

• Health aggregation delay can be improved.
• Calling with csbox software can be improved, it makes touchpoint even if your call from csbox has not picked up, and accordingly changed relationship health.
• Add more analytics in the playbook like avg time taken to complete each step and there is no option of selecting multiple csms in the filter.

Incentivized

There are better options out there. The only motivating factor to use this product is the lower cost and the value received from using it.

I think there is a ton of room to improve, in things as simple as aesthetics and other areas of logical flow when it comes to creating and then launching a survey, as well as providing descriptors for what each field is referencing. For instance, there are like 5 date fields to be filled out, but no button near them that says "this date will determine _________" and I am not about to go back into the training module, which was confusing enough to FIND, let alone work through to find just ONE answer.

CustomerSuccessBox is a valuable asset for every customer success manager and it is more than helpful for all the tracking functions it has. The trends of finance, product adoption, relationship, service all can be tracked extremely well so that a customer success manager doesn't need to worry on the fact that he has to look into everything from various places but can look at a one-stop solution like the customer success box.

Incentivized

Absolutely fantastic support team. Willing to help you online through vast collection of how-to guides and resources, online via chatbox, or over the phone. Even though we were in different time zones, they were always available. Very helpful and knowledgeable

I have created two - three support tickets so far and their response is very very quick. Their team is also very empathetic, understanding and highly motivated towards solving a customer's problem. I would definitely recommend and rate them 10 / 10 for their excellent after sales support. They support for all EST & PST zones.

As described earlier in the review, I believe Vision Critical provides a fantastic survey tool. However, I think that some other tools are just as good for simply programming and deploying surveys. The thing that makes Vision Critical stand above the rest is the opportunity it provides for you to easily engage with the same customers on an ongoing basis and tie their responses together over time. I love that we can manage our insight community's home page, emails to panelists, surveys, reports, and much more all from the same tool.

I have not evaluated any other software. Nor have I used it. My manager has chosen this software. I'm not the decision maker, my management takes care of all this. I also use Freshdesk, Mixpanel and Hubspot for managing my other work. Good news is, all these are integrated with CustomerSuccessBox

• Particularly with the panel we have been able to save costs on purchasing sample
• With the panel we can quickly field questions for short notice requests

• It has helped in managing large amount of Client data under single platform.
• It helped in generating valuable insights from data.
• It is helpful to take proactive actions.