# ZapScale Reviews **Vendor:** ZapScale Inc. **Category:** [Customer Success Software](https://www.g2.com/categories/customer-success) **Average Rating:** 4.8/5.0 **Total Reviews:** 115 ## About ZapScale ZapScale is an AI-powered customer success platform for B2B SaaS companies, designed for CS organizations to help them foster stronger customer relationships. Designed to reduce customer churn, improve retention and drive upsell opportunities, ZapScale gives your CS team AI-driven the insights, automation and predictive analytics that you need to truly understand and support each customer. ## ZapScale Pros & Cons **What users like:** - Users value the **ease of use** of ZapScale, highlighting its quick setup and smooth adoption process. (11 reviews) - Users value the **360° customer view** provided by ZapScale, enhancing their ability to drive customer success effectively. (9 reviews) - Users value the **automation and workflows** of ZapScale, significantly reducing manual effort and enhancing efficiency. (7 reviews) - Users value the **dedicated Customer Success team** of ZapScale, providing guidance and support for effective utilization. (5 reviews) - Users praise ZapScale for its **extraordinary customer support** , which significantly enhances their customer success efforts. (5 reviews) - Users value the **centralized information** from ZapScale, facilitating easy access and efficient monitoring of customer health. (4 reviews) - Customization (4 reviews) - Users appreciate the **engagement improvement** capabilities of ZapScale, enhancing customer satisfaction and retention throughout the journey. (4 reviews) - Integrations (4 reviews) - Efficiency (3 reviews) **What users dislike:** - Users notice significant **missing features** in ZapScale, hindering scalability and essential tracking functionalities. (4 reviews) - Users note that the **slow performance** of ZapScale can hinder their experience, particularly with loading times. (3 reviews) - Users find the **limited customization** options in ZapScale restrictive for tailoring the platform to their specific needs. (2 reviews) - Users find that ZapScale offers **limited features** in practice, especially for companies looking to scale effectively. (2 reviews) - Users find the **UI complexity** of ZapScale challenging, suggesting that simplification would enhance their experience. (1 reviews) - Data Inaccuracy (1 reviews) - Data Overload (1 reviews) - Expertise Required (1 reviews) - Inefficient Task Management (1 reviews) - Not Intuitive (1 reviews) ## ZapScale Reviews ### 1. A tool to reduce churn **Rating:** 5.0/5.0 stars **Reviewed by:** Sathvika K. | Graphic Designer, Small-Business (50 or fewer emp.) **Reviewed Date:** May 20, 2024 **What do you like best about ZapScale?** With the prebuilt KPIs and playbooks we have been able to get insight on our customer need. This has helped us improve our customer experience. The result has been our churn has reduced by 5%. **What do you dislike about ZapScale?** The tool is fine as it is. The tool gives us what we want. **What problems is ZapScale solving and how is that benefiting you?** ZapScale has helped us with our CS ops which was our bottleneck for the longest time. Now we can focus on strategic input to our customer. ### 2. Modern tool for improving customer experience **Rating:** 5.0/5.0 stars **Reviewed by:** Bhuvanesh D. | UX UI Designer, Mid-Market (51-1000 emp.) **Reviewed Date:** June 27, 2024 **What do you like best about ZapScale?** customer data storage, customer health tracking, Important alerts and triggers, Automation. These are the best things about Zapscale. **What do you dislike about ZapScale?** We are unable to do NPS tracking on Zapscale. **What problems is ZapScale solving and how is that benefiting you?** Zapscale has been able to help us organise our CS and deliver better experience to our customer. ### 3. ZapScale helps the CS team save precious minutes. **Rating:** 5.0/5.0 stars **Reviewed by:** Harshil P. | QA Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** May 23, 2024 **What do you like best about ZapScale?** ZapScale makes our life much easier by consolidating all of our data in one convenient location and providing essential analysis. Without it, we would need to extract it from multiple tools manually before performing additional manual analysis - an effort which drained both time and energy. **What do you dislike about ZapScale?** At present, we are satisfied with what ZapScale can provide us. However, as soon as necessary we will need additional features which are already on their roadmap. **What problems is ZapScale solving and how is that benefiting you?** ZapScale has significantly enhanced our efficiency and saved us significant time, allowing us to focus more on providing excellent customer service than on data collection. ### 4. A customer experience enhancement tool. **Rating:** 5.0/5.0 stars **Reviewed by:** Varsha S. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2023 **What do you like best about ZapScale?** ZapScale has revolutionized our approach to customer service, allowing us to offer a more personalized, efficient, and satisfying experience to our valued clients. The combination of comprehensive data analysis and outstanding customer support has made ZapScale an indispensable tool in our pursuit of excellence in customer satisfaction. It's my go-to platform to stay updated on everything happening with our customers. **What do you dislike about ZapScale?** Currently, I am happy with my existing setup. ZapScale provides me with all the essential functionalities required for effectively monitoring my customers. **What problems is ZapScale solving and how is that benefiting you?** ZapScale has played a pivotal role in revolutionizing our Customer Success Operations by granting us access to vital customer insights. The valuable data obtained from ZapScale has allowed us to make data-driven decisions, optimize our strategies, and ultimately elevate our performance, leading to greater customer satisfaction and business success. ### 5. Customer prioritization has become significantly easy with ZapScale **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** June 25, 2024 **What do you like best about ZapScale?** ZapScale's Zapbook acts as a central hub for managing all our customer tasks and needs. This keeps everyone on the same page, ensures deadlines are met, and provides sales and other teams with real-time insights into customer activity. **What do you dislike about ZapScale?** We have no complains with the tool. Happy so far. **What problems is ZapScale solving and how is that benefiting you?** ZapScale's effective customer management put an end to missed customer interactions. Now, we have complete control over our cusotmer base, leading to a significant boost in customer satisfaction. ### 6. Game changer for my CS operations **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** June 25, 2024 **What do you like best about ZapScale?** ZapScale has been a game-changer for my CS operations in the past few months. We’ve transitioned all our customer data from excel to ZapScale which has helped us to give a clearer view of our customer interactions. **What do you dislike about ZapScale?** All the features we require as currently available in ZapScale. Maybe I'll be able to list some shortcomings in the future. **What problems is ZapScale solving and how is that benefiting you?** ZapScale has helped us to improve the CS team's productivity through easy task management and effective customer prioritization. ### 7. ZapScale enhances better business control **Rating:** 5.0/5.0 stars **Reviewed by:** Soni T. | Political Consultant, Small-Business (50 or fewer emp.) **Reviewed Date:** April 09, 2024 **What do you like best about ZapScale?** As a CSP, ZapScale gives us complete customer visibility. Yet what really stands out for me with ZapScale is their business reports. They have been a tremendous help, giving me better control and understanding of our revenue pipeline. Plus, their insights help me know exactly when and where to make strategic moves. **What do you dislike about ZapScale?** I am really looking for more variety in reports. Right now, the options are a bit limited. However, I have been assured that within the next quarter, there will be a whole range of new options to choose from. **What problems is ZapScale solving and how is that benefiting you?** The most important feature of ZapScale for me is its data reporting. It's been a total game-changer for me. ### 8. A tool for scaling CS teams **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** July 03, 2024 **What do you like best about ZapScale?** Zapscale has helped us segment our customers better, this has led to better planning in personalizing engagement. Overall we have been able to improve our customer experience. **What do you dislike about ZapScale?** No dislikes so far! ZapScale's pre-built KPIs & Playbook functionalities are really helpful. **What problems is ZapScale solving and how is that benefiting you?** Since using ZapScale, I've noticed a significant improvement in my productivity, accuracy. It's a great tool for all CS teams. ### 9. Tool to manage CS workflow **Rating:** 4.5/5.0 stars **Reviewed by:** Rakshita M. | Associate Product Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 17, 2024 **What do you like best about ZapScale?** ZapScale is the centre point of our entire CS team, housing all our customer data, daily to-do lists, and business metrics. It has become our go-to tool, and over the past year, we've grown to love and rely on it. It's hard to imagine a day without using ZapScale now. **What do you dislike about ZapScale?** On ZapScale we have been managing all our work but there are a few business reports that we would love to see in the coming months. **What problems is ZapScale solving and how is that benefiting you?** Dealing with the increased number of customers made work management a challenge. This is where ZapScale became our saviour, it helped us prioritise tasks, providing visibility into our regular activities, and automating our workflow. ### 10. ZapScale has assisted us in successfully providing Proactive Customer Service Solutions. **Rating:** 5.0/5.0 stars **Reviewed by:** Romya A. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 21, 2024 **What do you like best about ZapScale?** Proactive engagement was always a challenge for us; with ZapScale we are now able to do that more often, helping us improve the customer experience. **What do you dislike about ZapScale?** All the features that are currently available more than meet our current requirements. **What problems is ZapScale solving and how is that benefiting you?** Zapscale immediately helped us address our challenges in identifying customer issues by compiling all customer data onto its platform and making available to us so our team could engage customers at just the right time and in an effective manner. ### 11. Helping us maintain customer health proactively **Rating:** 5.0/5.0 stars **Reviewed by:** Shreelekha S. | Growth, Marketing and Advertising, Small-Business (50 or fewer emp.) **Reviewed Date:** October 30, 2023 **What do you like best about ZapScale?** ZapScale has become a critical growth lever for us. The tool gives us a pulse of our customers at all times so we can maximize delight and prevent churn. We've also set up several workflows to collect feedback and generate reports with all the relevant metrics for maintaining customer health. I also want to mention that thanks to ZapScale's team, the implementation process was a breeze. We were able to hit the ground running within a few weeks and have never looked back. **What do you dislike about ZapScale?** I don't have any complaints. It's one of the most comprehensive customer success platforms with a team fully dedicated to our success! **What problems is ZapScale solving and how is that benefiting you?** In just a year of implementation, ZapScale has helped us make confident decisions about our business. Our customer success operations are fully streamlined and we've leveraged automation really well to get meaningful data. ### 12. The easiest and most comprehensive customer success platform you will find **Rating:** 5.0/5.0 stars **Reviewed by:** Siddeshwar P. | Co-Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** October 06, 2023 **What do you like best about ZapScale?** Implementing ZapScale was super easy and straightforward. It comes with a ton of integrations which can be enabled at the click of a button and brings together all the customer health metrics in one single place. The AL built into the system predicts which customers are at a risk of churning and which ones are ripe for upselling taking out the relaince on guesswork. In the current market when retention is super critical, ZapScale has become our single source of truth for all customer health KPIs. **What do you dislike about ZapScale?** Would love to have an NPS survey functionality so that we don't have to rely on a different tool to collect that feedback from our customers. I've been told that this is on the roadmap and will be launched real soon. **What problems is ZapScale solving and how is that benefiting you?** We wanted to have a single source of truth to maintain a health record of our existing customers and be in a position to predict churn. ZapScale with all its integrations and 40 point health checklist enables us to achieve exactly that. ### 13. Managing Customer Success Team(s) **Rating:** 5.0/5.0 stars **Reviewed by:** Gaurav C. | Associate Director - Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** August 09, 2024 **What do you like best about ZapScale?** The depth of information and integration possibilities **What do you dislike about ZapScale?** Given the benefit of doubts of being in a SaaS industry, none **What problems is ZapScale solving and how is that benefiting you?** One stop shop for managing customer success metrics, tools and processes and help achieve our goals ### 14. No.1 tool to manage customer journey **Rating:** 4.5/5.0 stars **Reviewed by:** Thooyavan M. | Vice President Of Engineering, Mid-Market (51-1000 emp.) **Reviewed Date:** January 08, 2024 **What do you like best about ZapScale?** ZapScale is a great tool to build your CS strategy around. Over the past year of using it, we have discovered its immense value in efficiently managing our customer success efforts. It has proven to be a highly useful asset, empowering us to deliver exceptional support and ensure the success of our valued customers. **What do you dislike about ZapScale?** We know that ZapScale is not a onboarding tool but it would be great if we can have onboarding management as well. **What problems is ZapScale solving and how is that benefiting you?** We have been able to manage our customer journey better. It also helps us set up our CS strategy around customer health which is more data driven. ### 15. Super Intuitive task management tool **Rating:** 5.0/5.0 stars **Reviewed by:** Vijay S. | Senior Customer Success Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** January 08, 2024 **What do you like best about ZapScale?** After using multiple CS tools, I found Zapscale super intuitive. As a daily user, it's impressively easy to locate what I need- everything is just a click away. With all data, this tool helps us feel more confident while talking to the customer. **What do you dislike about ZapScale?** Few updates and upgrades are happening every month, so if there are requirements we put them across and they solve them. **What problems is ZapScale solving and how is that benefiting you?** Day-to-day operations have been much more organized, most of out days are planned and run smoothly. This is all because we have been able to see all data and our tasks. ### 16. Great CS partner to work with **Rating:** 4.5/5.0 stars **Reviewed by:** Rohit A. | Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 10, 2023 **What do you like best about ZapScale?** The ZapScale team is very flexible and always tries to listen to our needs so they can find the right solution to help us with customer success. We really appreciate their efforts! **What do you dislike about ZapScale?** Some of the features are missing as of now from our current process. For example - emailing the customers, NPS survey etc. **What problems is ZapScale solving and how is that benefiting you?** We're able to build a CS environment which is driven by data. ### 17. Streamlining Customer Success **Rating:** 5.0/5.0 stars **Reviewed by:** Susheel J. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 19, 2023 **What do you like best about ZapScale?** ZapScale has proven to be a key tool for us, and the ease of use is super simple. The platform monitors customer health and prevens churn hence helps us with upsell opportunities. Their native integrations with CRM and communication apps makes it an amazing solution. **What do you dislike about ZapScale?** Cannot download the customer health data in Excel, this is not a major barrier though **What problems is ZapScale solving and how is that benefiting you?** Zapscale provids a collective overview which allowed us to prevent churn and bank on upsell opportunities. The implementation took less than a week which reflects on user friednly onboarding- this was important as in past we have struggled with implementation of many SaaS tools. So far, Zapscale has addressed major challenges of monitoring and managing our customer success. ### 18. Zapscale makes my day hassle free **Rating:** 5.0/5.0 stars **Reviewed by:** Akanksha P. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 22, 2023 **What do you like best about ZapScale?** I love that I can monitor the entire customer lifecycle, manage projects, schedule emails, and setup tasks and reminders - all in one place. It my go-to platform to stay updated on everything happening with our customers. **What do you dislike about ZapScale?** While there are few things that I dislike, its worth noting that, as a newer company, they are actively evolving. The team is responsive, and readily incorporates my requests into their backlog **What problems is ZapScale solving and how is that benefiting you?** The benefit for us has been proactively approaching our customers with solution that they need, it would have not been possible without Zapscale. ### 19. Tool that can help you with being proactive **Rating:** 5.0/5.0 stars **Reviewed by:** Purvasha G. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** January 25, 2024 **What do you like best about ZapScale?** ZapScale empowers Customer Success teams to efficiently oversee their portfolio. With ZapScale's intuitive dashboards, we can easily identify potential risks and opportunities, enabling us to provide proactive support for our valued customers. **What do you dislike about ZapScale?** Don't have much to say, our admin has set up the tool as per our needs and even if we need anything we have got it in few days. **What problems is ZapScale solving and how is that benefiting you?** The best thing about ZapScale is that it makes my day-to-day life easier. ### 20. Easy Customer Management **Rating:** 4.5/5.0 stars **Reviewed by:** Sonali C. | Content writer & social media executive, Small-Business (50 or fewer emp.) **Reviewed Date:** December 28, 2023 **What do you like best about ZapScale?** One remarkable feature which is the highlight for me is the ability to easily monitor or discontinue monitoring any chosen customer. This helps me to concentrate personalised engagement efforts on high-touch customers and I can completely automate the low-touch customers. There is no need for an IT guy or a tech savvy person to help me do all this, the system is pretty straight forward and intuitive. **What do you dislike about ZapScale?** I would appreciate the ability to export the customer health data in either an excel or PDF format. **What problems is ZapScale solving and how is that benefiting you?** ZapScale has made prioritization of customers really easy. With full visibility into my customer portfolio, I can identify those at risk of churning, which enables me to concentrate on supporting them, drive value and consequently prevent churn. ### 21. Platform For building CS **Rating:** 5.0/5.0 stars **Reviewed by:** Priyesh G. | VP, Product, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** January 08, 2024 **What do you like best about ZapScale?** ZapScale provide 1) Automation to our CS 2)Actionable customerr Data 3)Playbook With triggers 4)Customer Visibility for all departments 5) Opportunity to improve revenue 6) Easy to implement **What do you dislike about ZapScale?** Cant point out anything at this stage since we are still in the phase of exploring and also there is a continuous improvement in the product. **What problems is ZapScale solving and how is that benefiting you?** We have been able to build our CS around ZapScale. Zapscale helps us to setup our process better for growth and faster fr our cs department. ### 22. Some of the best customer service I have ever experienced **Rating:** 5.0/5.0 stars **Reviewed by:** Vinay k. | Co-Founder & CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** October 10, 2023 **What do you like best about ZapScale?** We are very impressed with the customer support provided by ZapScale. Their service was very responsive and agents had clearly explained solutions with quick turn-around. Quick response time, honest and true care offered to customers. **What do you dislike about ZapScale?** I dont find anything that I should criticize. Every feature they are providing and interaction with customer support service has fulfilled my expectations. I hardly find something for that I am not satisfied with. **What problems is ZapScale solving and how is that benefiting you?** ZapScale helped to resolve our critical challenges around Customer churning. We are glad to let you know that Zapscale has helped us to reduce 15% in customer churn rate. Their customer success platform not only helped us to improve customer retention but also helped us to gain overall loyalty and customer satisfaction. ### 23. Zapscale: Bridging Customer Insights and Operational Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Vaibhav K. | CEO, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** October 19, 2023 **What do you like best about ZapScale?** 1. Customer Insights: Offers a 360 view and health analytics of customers. 2. Operational Efficiency: Features like Success Playbook and Task Management streamline operations. 3. Business Insights: Provides prediction alerts and trend analytics. 4. Automation: Automates engagements and internal processes for consistency and efficiency. 5. Centralized Monitoring: Tracks business health, product, and feature usage centrally. 6. Sharing Options: Various sharing options for data and insights. **What do you dislike about ZapScale?** 1. Editing Interface: More user-friendly interface needed. 2. Content Addition: Feature to add content post-recording desired. **What problems is ZapScale solving and how is that benefiting you?** 1. Efficient Operations: Streamlines customer success operations. 2. Better Engagement: Improved customer engagement with actionable insights. 3. Business Growth: Helps in spotting business opportunities and risks. ### 24. Love the team and their products! **Rating:** 4.5/5.0 stars **Reviewed by:** Shruti G. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 05, 2023 **What do you like best about ZapScale?** We switched from ChurnZero to ZapScale and integrated it to Hubspot. It has been a real game-changer when it comes to predicting customer churn and finding those golden opportunities for upselling. This has been a huge boost for our NRR and GRR. Plus, it's so easy to use with great support that our team absolutely loves it. It's become an essential tool for our customer success efforts, and we couldn't be happier with it! **What do you dislike about ZapScale?** ZapScale is a fantastic tool, but it doesn't have an Email campaign functionality at the moment. However, the team is hard at work, and they've confirmed that they're in the process of building an Email campaign system. **What problems is ZapScale solving and how is that benefiting you?** ZapScale has solved a major problem we were facing in the realm of customer success. As a B2B SaaS company, monitoring customer health, preventing churn, and boosting upsell opportunities are paramount to our business. ZapScale's seamless integration with CRM apps, support ticketing apps, feature request management apps, communication etc has been a game-changer. ### 25. A must have for your CS team **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 14, 2023 **What do you like best about ZapScale?** Our team was in the process of transitioning from account management to customer success and I stumbled upon Zapscale while looking for a good CS tool. There was a 1-month free trial which allowed me and my team to test it thoroughly before selection. It was the best decision we made. The implementation was smooth and their customer support is very efficient. Apart from interface being easy to use, the features provided like outcome tracking, success playbook and trend analyrics sets it apart from the other customer success solutions. The integration feature with Salesforce made our lives much easier. It's used by the entire CS team daily for efficient client management. Thank you Zapscale! **What do you dislike about ZapScale?** At the moment, there is nothing I or my team particularly dislikes about Zapscale. **What problems is ZapScale solving and how is that benefiting you?** While our team is still in the process of figuring the inernal structure to manage the customers, Zapscale is helping us build the basic CS processes that are necessary to ensure smooth delivery for our customers. At the end of the day our internal changes shouldn't affect our clients. This has been very helpful and helped us save a lot of time and effort. ### 26. Best Customer health Tracking **Rating:** 4.0/5.0 stars **Reviewed by:** Sreeram R. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 25, 2023 **What do you like best about ZapScale?** The customer health tracking has been a revolution for us. Now we have a clear understanding of our customer problems and based on which we can provide the solution. With Zapscale we have been able to improve our efficiency and provide better customer engagement. **What do you dislike about ZapScale?** The only thing I wanted to be added to Zapscale would be a mass emailer. But I can also do that with my current tool since it isn't that important for us. I think this feature is soon going to be introduced in Zapscale. **What problems is ZapScale solving and how is that benefiting you?** The most important benefit I see with Zapscale is that lots of my time is saved since I have all the data in one place, and the data is also shared in such a format that I can take action on it, and this leads to a better hold over my customer. ### 27. Zapscale is an excellent “customer success” tool **Rating:** 4.5/5.0 stars **Reviewed by:** Ashita G. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 08, 2023 **What do you like best about ZapScale?** Zapscale allows organI sat ions to keep a good track of their customers heath. Taking into account 4 main parameters, it gives a comprehensive view on customers overall health. With timely alert, using playbooks, it enables CS to take action at the right time and setup tasks tailored to specific customers. Zapscale has helped transform the CS journey and become a key facilitator internally. **What do you dislike about ZapScale?** Have not encountered any issues with Zapscaleas of now. It is an evolving software and while today it meets a lot of the Customer success requirements, with new features and enhancements the platfrom will become more wholistic and would be a good blend between a customer success tool and a CS CRM. **What problems is ZapScale solving and how is that benefiting you?** Zapscale helps in streamlining the CS function and enables CS to keep a close check on customer health and take proactive and timely action, where required. ### 28. Probably the easiest Customer Success platform! **Rating:** 4.5/5.0 stars **Reviewed by:** Isha S. | Customer Success Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** November 13, 2023 **What do you like best about ZapScale?** It has been fabulous in predicting churn and upsell and thereby has immensely helped in boosting NRR and GRR. It is super easy to use, and the team loves it. Great tool for customer success. **What do you dislike about ZapScale?** At the moment ZapScale does not have a EMail campaign functionality. However, the team has confirmed that they are building the EMail campaign system. **What problems is ZapScale solving and how is that benefiting you?** It has native integration with CRM apps, supports ticketing apps, feature request management apps, communication and email apps, product data apps, etc. ZapScale integrates with these sources and creates a 40-point health check for all customers and users, and the AI predicts churn and upsell possibilities for all customers. ### 29. Easy, quick, insightful **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Online Media | Mid-Market (51-1000 emp.) **Reviewed Date:** December 01, 2023 **What do you like best about ZapScale?** We stay on top of all our customer issues with Zapscale. Data is easily pulled in, getting started and implemented was hassle free, we now know how are our customers reacting to us, and we always have a guideline associated with it super easy. Our entire CS team now depends on Zapscale and we use it everyday to make sure we know whether our customers need our help. CS team here is super helpful. **What do you dislike about ZapScale?** As of now, we don't get downloadable reports, which is a challenge. However, we have been assured they are working on it. **What problems is ZapScale solving and how is that benefiting you?** We have complete customer visibility, and exactly what issues are going wrong with Zapscale. We know whether our product is getting appropriately used or not. This has made us expand our customer base very quickly ### 30. ZapScale help us to predict churn& upsell users and helped in boosting NRR and GRR **Rating:** 5.0/5.0 stars **Reviewed by:** Alpesh V. | Chief Executive Officer, Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2023 **What do you like best about ZapScale?** zapscale help us to predict churn and upsell users with our product use. also it help us to boost our NRR and GRR which give us positive growth in our company. it has integreatd to 40+ tools which help us to track everything at one place. **What do you dislike about ZapScale?** they don't have mass email and NRR suverys but they have confirmed that has been added to roadmap and release soon. **What problems is ZapScale solving and how is that benefiting you?** it solve our tracking of NRR and GRR problems and it also help us to boost our review via predecting churn and upsell users. ### 31. Superpower for our CSM **Rating:** 5.0/5.0 stars **Reviewed by:** Neeraj S. | Chief Executive Officer, Small-Business (50 or fewer emp.) **Reviewed Date:** October 26, 2023 **What do you like best about ZapScale?** Zapscale is assisting our CSM team in managing customers effectively. We can measure the health, popular features, and overall performance of any account. **What do you dislike about ZapScale?** Nothing as such! Perhaps they could introduce more integrations, and I believe it's planned in their roadmap. **What problems is ZapScale solving and how is that benefiting you?** Zapscale enables us to assess the performance of each client account, which helps us identify key accounts as well as upsell and cross-sell opportunities. ### 32. Simplifying Customer Success the right way! **Rating:** 5.0/5.0 stars **Reviewed by:** Shreekumar N. | Senior Customer Success Manager , Mid-Market (51-1000 emp.) **Reviewed Date:** August 02, 2023 **What do you like best about ZapScale?** It gives complete visibility on all of your client profiles and activities. Having all the required information in a single click really helps to improve the overall engagement and gives the ability to have better strategies. Plus, the team is amazing too! **What do you dislike about ZapScale?** Nothing specific to dislike. The team was prompt to acknowledge some of the enhancement requests made by us and acknowledged considering it as a future request. **What problems is ZapScale solving and how is that benefiting you?** ZapScale is solving issues by providing all account insights and focus our attention on where it is actually required. The operational efficiency has also really improved after moving out from tons of spreadsheets and notes in silos. ### 33. "Making simpler Customer Success in the correct way!" **Rating:** 5.0/5.0 stars **Reviewed by:** Deep B. | CEO of ContextQA, Small-Business (50 or fewer emp.) **Reviewed Date:** October 30, 2023 **What do you like best about ZapScale?** ZapScale has assisted us in simplifying complicated customer performance indicators. KPIs for client health that are simple to grasp and can be tailored to our needs requirement. It is our key tool for tracking and monitoring all of our existing customers' activity. **What do you dislike about ZapScale?** For the time being, we are satisfied with what ZAPscale offers. We will require a few additional features, which are currently on the pipeline. **What problems is ZapScale solving and how is that benefiting you?** We couldn't obtain our customer data in real-time before ZapScale, and it was tough to analyze it for relevant insights. This is the most significant issue that ZapScale has resolved for us. ### 34. Zapscale Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consulting | Mid-Market (51-1000 emp.) **Reviewed Date:** December 15, 2023 **What do you like best about ZapScale?** The onboarding process was so smooth and seamless. It provides such a comprehensive customer health score with automatic triggers and notification with change in customer health score which helps in determining further steps. **What do you dislike about ZapScale?** Being a new user, i haven't found any major issue. Being comparatively new it can build up on customisation options and direct communication with customers. **What problems is ZapScale solving and how is that benefiting you?** It has provided a complete visibility of customer health score which helps in scaling customer success ### 35. Plug and play Customer success platform **Rating:** 5.0/5.0 stars **Reviewed by:** Rachel R. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** July 20, 2023 **What do you like best about ZapScale?** ZapScale is a ready-to-use tool. They have designed it carefully by having everything prebuilt for immediate usage. They have more than 50 KPIs prebuilt which has helped us get customer health analysis from the first week. There are multiple prebuilt playbooks, which can be triggered immediately after onboarding. ZapScale has been a plug and play tool for us. **What do you dislike about ZapScale?** I dont have much to comment on the dislikes as we are building our CS around ZapScale. Maybe as we grow we will need some more features. **What problems is ZapScale solving and how is that benefiting you?** Now every morning I know which customer I need to engage with. I can clearly draw an engagement path for them. ### 36. Software for Customer Tracking **Rating:** 5.0/5.0 stars **Reviewed by:** ShanmugaPriya v. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 25, 2023 **What do you like best about ZapScale?** With Zapscale Zapbook, we can track all our customer's tasks and requirements. This feature helps us stay on time and ensures that we don't miss any deadlines. It also keeps all team members including sales, informed about the actual happening with customers. **What do you dislike about ZapScale?** I am happy with what I have right now. Zapscale offers me all the necessary features for monitoring my customers. **What problems is ZapScale solving and how is that benefiting you?** The biggest benefit that we got from Zapscale is customer activity tracking. Before Zapscalewe use to drop of a few balls here and there, but now we have complete control over it, and this has helped us improve our customer experience. ### 37. Single source of truth for Customer Health **Rating:** 5.0/5.0 stars **Reviewed by:** RAVI V. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 19, 2023 **What do you like best about ZapScale?** ZapScale has helped us to simplify complex customer performance metrics into easy-to-understand customer health KPIs that we can use and customise as per our requirement. It is our primary tool to track and monitor all activities of our existing customers. **What do you dislike about ZapScale?** Since we have just started using ZapScale, it is too early to mention any negatives about the system. I think there’s a lot that we still need to discover about the platform. But one should be careful at the time of onboarding while filling up the initial information as it might create problems later if the information is incorrect. **What problems is ZapScale solving and how is that benefiting you?** For our rapidly expanding business, using disconnected spreadsheets and documents was not an efficient way of managing customers and their data. ZapScale enabled us to have all the customer information at the same place which helped us to keep easy track of our customers’ and users’ health and other key metrics. ### 38. Saved lots of our time **Rating:** 5.0/5.0 stars **Reviewed by:** SAJAL M. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 25, 2023 **What do you like best about ZapScale?** ZAPScale gave us all data in one place, with the necessary analytics, which makes our life easier. Before ZAPScale, we had to extract data from multiple tools and perform manual analysis on top of that, which used to take a lot of time and energy. **What do you dislike about ZapScale?** For now, we are happy with what ZAPscale provides us. We will need a few more features, which are already in there roadmap. **What problems is ZapScale solving and how is that benefiting you?** ZAPScale has improved our efficiency and saved us a lot of time. Now we can focus on our customer, instead of spending time on data collection. ### 39. Customer Data at my figure tips **Rating:** 5.0/5.0 stars **Reviewed by:** Rashmi A. | Executive Creative Director, Small-Business (50 or fewer emp.) **Reviewed Date:** September 26, 2023 **What do you like best about ZapScale?** ZapScale has helped us structure our customer data, and now with that data, we are able to take important steps towards our customer engagement. To get this data it was a super easy exercise of integrating all our key customer tool **What do you dislike about ZapScale?** Not sure if I would be able to give constructive feedback on this front since ZapScale is able to solve all our needs. **What problems is ZapScale solving and how is that benefiting you?** Before ZapScale, we were not able to get our customer data in real-time, and it was very difficult to analyse them for getting actionable insights. This is the biggest problem ZapScale has solved for us ### 40. Helps you keep your customers happy **Rating:** 4.5/5.0 stars **Reviewed by:** Dinesh A. | Co-founder and CTO, Small-Business (50 or fewer emp.) **Reviewed Date:** October 15, 2023 **What do you like best about ZapScale?** Their 40-point health check helps you identify your brand ambassadors, your at-risk users, and users who need hand-holding. This helps your customer success team run a smooth opearation. **What do you dislike about ZapScale?** I wish I could start sending emails from there as well. Currently, it takes us a lot of time to do that because we need to do it from an external system. **What problems is ZapScale solving and how is that benefiting you?** Zapscale helps us connect with a number of apps that we use to gather customer intelligence data and use it to make informed decisions for our customer success teams. ### 41. Easiest Customer Success Platform! **Rating:** 5.0/5.0 stars **Reviewed by:** Vincent P. | Account Executive, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** November 06, 2023 **What do you like best about ZapScale?** ZapScale has been fabulous in predicting churn and upsell and thereby has immensely helped in boosting NRR and GRR. It is super easy to use, and the team loves it. Great tool for customer success **What do you dislike about ZapScale?** At the moment ZapScale does not have an NPS survey functionality. However, the team has confirmed that they are building the NPS system. Looking forward to that. **What problems is ZapScale solving and how is that benefiting you?** It's helping us monitor our customer's health and stop them from churning. ### 42. Customer in a single view **Rating:** 4.5/5.0 stars **Reviewed by:** Ragavi S. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 14, 2023 **What do you like best about ZapScale?** Zapscale has all my customer data and I can check them easily whevever I want in just a click or two. I can keep a close eye on all my customers health. It is super easy to use. **What do you dislike about ZapScale?** I need my calendar integration with zapscale which is not connected right now. **What problems is ZapScale solving and how is that benefiting you?** It gives me a complete customer visibility and makes my life easier to manage a large set of customers. It also helps me in keeping track of opportunities for upselling which I have never done before. ### 43. Easiest Customer Success Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Gaurav B. | Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** October 24, 2023 **What do you like best about ZapScale?** It makes it super easy to monitor account health and figure out upsell opportunities, plus it also integrates with a bunch of tools across our CRM, Ticketing and comm apps to gather insights and helps us stay on top of things for each customer **What do you dislike about ZapScale?** An NPS feature would be a great addition **What problems is ZapScale solving and how is that benefiting you?** Helps us stay on top of all accounts to reduce churn and identify opportunities of expansion ### 44. Best software to managing customer success **Rating:** 5.0/5.0 stars **Reviewed by:** Prachi G. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2023 **What do you like best about ZapScale?** Our team has been able to improve customer engagement after implementing zapscale. Zapscale helps us to identify those customers who need us the most. **What do you dislike about ZapScale?** We should be able to be able to communicate the customers from Zapscale itself, so that we do not need any other tool for customer success engagement. **What problems is ZapScale solving and how is that benefiting you?** Zapscale has helped us with - better customer engagement -improved customer success efficiency -proactive solution for customer -and data driven customer success ### 45. Best tool to boost your customer engagement!! **Rating:** 5.0/5.0 stars **Reviewed by:** Simarjeet S. | Software Test Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** July 14, 2023 **What do you like best about ZapScale?** The flexibility to tailor my dashboard according to different customer segment is truly remarkable. It has empowered me to personalise approach for each segment enhancing my overall strategy. **What do you dislike about ZapScale?** Currently I am satisfied with the features I have, but i anticipate identifying additional needs and requirements in the future. **What problems is ZapScale solving and how is that benefiting you?** Effectively engaging with the customers at precisely the right moment and offering tailoured solutions, I have not only saved valuable time but also significantly enhanced my customer satisfaction score. ### 46. We are just building up our customer success journey and Zapscale was the perfect product for us. **Rating:** 5.0/5.0 stars **Reviewed by:** Akhil N. | Founders Office and Special Projects, Small-Business (50 or fewer emp.) **Reviewed Date:** October 12, 2023 **What do you like best about ZapScale?** Zapscale gives us a clear view of the key metrics we want to track - Upsell, NRR and churn, by integrating with our CRM and product. **What do you dislike about ZapScale?** One metric that we would like to track is the NPS, but isn't currently possible. Looking forward to them launching it. **What problems is ZapScale solving and how is that benefiting you?** Makes it easier for us to track metrics. The insights from the platform are immediately actionable to reduce churn and improve upsell ### 47. Great product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** December 15, 2023 **What do you like best about ZapScale?** Convenient to use and user friendly features serve the purpose **What do you dislike about ZapScale?** Nothing relevant to mention here, overall good product **What problems is ZapScale solving and how is that benefiting you?** Insights provided by the product are relevant for our clients ### 48. 10 on 10 CS Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Anjali P. | Expert-Sales, Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2023 **What do you like best about ZapScale?** I have been using Zapscale for the last six months and found the product useful for building my CS operations. In this timeframe, we have successfully moved all our activities from Excel to Zapscale. Now we have complete visibility of all our customer activities. **What do you dislike about ZapScale?** Nothing that I can think of right now. Since Zapscale has delivered all the necessary features for us. **What problems is ZapScale solving and how is that benefiting you?** There are a few primary problems that Zapscale has helped us with. 1. Customer Visibility 2. Customer Success Plan 3. Alerts on Customer Health 4. Tracking of customer engagement. ### 49. Dedicated team. Good tool for CS in hardware start ups **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Utilities | Mid-Market (51-1000 emp.) **Reviewed Date:** June 29, 2023 **What do you like best about ZapScale?** Comorehensive integrations. Allows CS to see all critical functions and data on a single window. Especially useful to have their project management tool integration. **What do you dislike about ZapScale?** The UI/UX needs work. For example, the customer list seems to be dependent on date range. Filters follow an OR logic. They should be folowing an AND logic **What problems is ZapScale solving and how is that benefiting you?** Disaggregated data was impeding our ability to be effective in CS. It was a time sink to approach different teams and constantly ask for updates or data. The integrations with tools like Freshdesk and Zoho have increased our efficiency ### 50. Managing Our Customer Engagements **Rating:** 4.5/5.0 stars **Reviewed by:** Navin K. | Motion Graphic Artist, Small-Business (50 or fewer emp.) **Reviewed Date:** May 11, 2023 **What do you like best about ZapScale?** Zapscale helps us effectively manage and optimize our engagement with customers throughout the customer lifecycle by tracking our customer health and setting up automated playbooks to take action. **What do you dislike about ZapScale?** Currently, Zapscale does not have NPS tracking at the moment. However, it is hoped that they will introduce this feature in the near future. **What problems is ZapScale solving and how is that benefiting you?** We are solving our customer engagement which has helped in improving our NRR. Zapscale has also helped us in increasing our efficiency. Along with this, now we also get to analyze the business trends. - [View ZapScale pricing details and edition comparison](https://www.g2.com/products/zapscale/reviews?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-05-31+00%3A59%3A36+-0500&secure%5Bsession_id%5D=7ff68f8b-f2f3-4f46-ba81-0301fa9f846c&secure%5Btoken%5D=ba72254189a23111a8c0d4750911ba0f0aaf9898b4844f6f0ecae18f94cdcd09&format=llm_user) ## ZapScale Features **Customer Information** - Customer Health Scores - Customer Monitoring - Customer Profiles - Playbooks - Customer Segments - Product Engagement - Surveys **Predictions** - Churn Risk - Upsell Opportunities - Custom Triggers - Machine Learning **Platform** - Reporting & Dashboards - API & Integrations - Data Import & Export Tools - Workflow Capability - Notifications - Customization - Scalability - Data Security - Performance & Reliability - User, Role, and Access Management **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Customer Success** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Natural Language Interaction - Proactive Assistance ## Top ZapScale Alternatives - [Totango](https://www.g2.com/products/totango/reviews) - 4.3/5.0 (1,140 reviews) - [ChurnZero](https://www.g2.com/products/churnzero/reviews) - 4.7/5.0 (1,579 reviews) - [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) - 4.5/5.0 (1,694 reviews)