--- title: ZapScale Reviews meta_title: 'ZapScale Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 115 reviews by the users' company size, role or industry to find out how ZapScale works for a business like yours. aggregate_rating: rating_value: 4.8 review_count: 115 scale: '5' date_modified: '2026-06-22' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # 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 appreciate the **ease of use** of ZapScale, enabling smooth setup and quick adoption for customer success. (11 reviews) - Users value the **360° customer view** provided by ZapScale, integrating crucial data for improved success management. (9 reviews) - Users value the **automation capabilities** of ZapScale, which greatly enhance efficiency and streamline customer success processes. (7 reviews) - Users value the **dedicated Customer Success team** of ZapScale, enhancing support and ensuring tailored assistance throughout usage. (5 reviews) - Users commend the **extraordinary support** from ZapScale, which greatly enhances customer success and experience. (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 find ZapScale lacking in **essential features** , especially for effective customer feedback and NPS tracking on implementation. (4 reviews) - Users note the **slow performance** of ZapScale, particularly with prolonged data loading times and dashboard responsiveness. (3 reviews) - Users find the **limited customization options** hinder their ability to tailor ZapScale to specific business needs. (2 reviews) - Users note the **limited features** of ZapScale, revealing gaps that hinder scalability and customization for growing teams. (2 reviews) - Users find the **UI complex** , indicating that simplification could enhance their overall experience with ZapScale. (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. “ZapScale: The Backbone of Modern Customer Success Operations” **Rating:** 4.5/5.0 stars **Reviewed by:** Pankaj V. | Technical Acquisition Specialist- UK & Europe, Mid-Market (51-1000 emp.) **Reviewed Date:** September 27, 2025 **What do you like best about ZapScale?** -ZapScale gives a 360° customer view by integrating data from CRM, support, billing, and product usage in one place. -It offers ready-made KPIs and playbooks, making it quick to start driving customer success. -The predictive analytics help flag churn risks and growth opportunities early. -Its automation and workflows save time by reducing manual effort and tool switching. -The easy setup and strong support team make adoption smooth and user-friendly. **What do you dislike about ZapScale?** -Automated triggers sometimes create too many tasks, making it hard to prioritize. -Certain features are missing, like NPS surveys, bulk emailing, or calendar integration. -Customization and forecasting options can feel limited for complex business needs. -The tool’s feature depth may overwhelm smaller teams if not carefully configured. -Insights rely heavily on accurate data and clean integrations, so gaps can reduce value. **What problems is ZapScale solving and how is that benefiting you?** ZapScale unifies customer data, improves health visibility, predicts churn, automates workflows, and ultimately boosts retention and growth. ### 2. Predicts Churn **Rating:** 4.0/5.0 stars **Reviewed by:** Anshika S. | Customer Success Manager - Digital, Small-Business (50 or fewer emp.) **Reviewed Date:** June 12, 2025 **What do you like best about ZapScale?** I like the way Zapscale predicts Churn using analytics which helps CSM to prioritise their efforts and bring more positive view of the accounts and manage the tasks and progress efficiently. **What do you dislike about ZapScale?** Everyone pov is different, I will say its not about dislike but a feature I feel not really helpful is Automated triggers, because its creates a trigger based on analytics which is not accurate most of the cases and its just increase the number of tasks for CSM. Its like a two side of coin, there are benefits too but if system will create trigger for everything its tough to prioritise the efforts. **What problems is ZapScale solving and how is that benefiting you?** Zapscale is solving the basic need of CSM like health score based on customer data, predicts churn, potential upsell opportunity triggers. ### 3. Great product, great collaboration! **Rating:** 5.0/5.0 stars **Reviewed by:** Anoop K. | Solutions Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** October 28, 2024 **What do you like best about ZapScale?** The ability to integrate across multiple data points, the system can seamlessly pull together information from various sources, such as customer interactions, invoce history, support tickets, and usage metrics. By analyzing this diverse data, it can generate a comprehensive overall score that reflects a customer's health and engagement level. This scoring system not only offers valuable insights for customer success teams but also streamlines their workflow. By automating the data collection and analysis process, it significantly reduces the manual effort required to track customer performance and satisfaction. As a result, customer success professionals can focus on more strategic initiatives, such as proactively addressing customer needs, fostering relationships, and driving retention, rather than getting bogged down in data management. This integration ultimately leads to more informed decision-making and improved outcomes for both the customers and the organization. **What do you dislike about ZapScale?** There’s nothing to dislike at the moment. **What problems is ZapScale solving and how is that benefiting you?** Brings data together from diffrent sources Tracking customer performance Proactive Engagement with customer. Helps with Strategic Focus ### 4. Customer Success Manager- Mid-Market **Rating:** 4.5/5.0 stars **Reviewed by:** Ammar A. | Customer Success Manager - Mid-Market , Enterprise (> 1000 emp.) **Reviewed Date:** June 12, 2025 **What do you like best about ZapScale?** It is a useful tool for B2B companies, for CSMs it helps with organising day to day tasks. It's proactive analytics system helps mitigate Churn and de-escalate situations to maintain positive customer sentiments **What do you dislike about ZapScale?** It can be slow at times. Integration with other platforms can be improved. **What problems is ZapScale solving and how is that benefiting you?** Automates routine tasks and helps manage campaigns which saves alot of time. AI based predictive analytics can help in proactive outreach and help save Churn. ### 5. Good Experience **Rating:** 4.5/5.0 stars **Reviewed by:** Priyanka S. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 12, 2024 **What do you like best about ZapScale?** ZapScale is great for Customer Success automation, Also the Customer success team is very prompt & supportive. Campaign & survey feature is game changer.ZapScale gives the view of our customer health & likely to churn account which is helpful for us to plan our course of action . **What do you dislike about ZapScale?** Not faced any major issues currently . However sometimes few pages takes bit longer to load which is not a big issue . **What problems is ZapScale solving and how is that benefiting you?** * Its giving view of our Customer Health which is very much important to decide our plan of action . Earlier we were too much focused on follow up discussion to decide anything . We can design campaign & able to send the informative content to bulk users which really saves our time . ### 6. ZapScale offers customer visibility when you need it **Rating:** 5.0/5.0 stars **Reviewed by:** Ruchika O. | Human Resource Manager, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** September 12, 2024 **What do you like best about ZapScale?** The best thing about Zapscale is that it gives visibility of our customer data as and when we need it along with automation to manage a large set of customers. It also helps us manage our day-to-day operations by giving notifications on tasks and actions that need to be done. I have seen many CSPs but I love the way they have built Zapscale because it's designed for the end user. **What do you dislike about ZapScale?** I had a problem for a while when they didn't have campaigns but recently they included it in the tool. With this feature added i don't think there is anything i find missing or have complains about. **What problems is ZapScale solving and how is that benefiting you?** As soon as we integrated our customer interacting tools we were able to get complete visibility of our customers. Visibility was the first step to getting the required analysis, notifications and automation to have meaningful engagement with our customer. ### 7. How campaigns are helping my team visualize insightful metrics **Rating:** 5.0/5.0 stars **Reviewed by:** Hursh S. | Pre-Sales Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2024 **What do you like best about ZapScale?** ZapScale helps me bring forth cruical insights, and look into historical data such as trends and performance metrics, enabling my team to visualize data seamlessly along with strategizing for further campaigns. **What do you dislike about ZapScale?** In overall - I am satisfied with the usage. Small improvements that I'd like to want from ZapScale is to map out accurate predictive models that can help my team comprehend the shifts and change in forecasting and a broader range of integrations that can help me connect with crucial internal systems. **What problems is ZapScale solving and how is that benefiting you?** It's easy to follow interface with streamlined workflows - making it easy to classify, sort and visualize metrics in a better fashion ### 8. ZapScale Honest Feedback **Rating:** 4.0/5.0 stars **Reviewed by:** Abdullah S. | Flutter Developer , Small-Business (50 or fewer emp.) **Reviewed Date:** June 11, 2025 **What do you like best about ZapScale?** The user interface. Ease of Use & easy Integration. **What do you dislike about ZapScale?** too much number of features, results in confusions. **What problems is ZapScale solving and how is that benefiting you?** it's CSP for B2B SaaS, the easy of use and fast implementation is benefiting us. ### 9. Zapscale has worked for us as Solver for product adoption **Rating:** 5.0/5.0 stars **Reviewed by:** Jen G. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** July 23, 2024 **What do you like best about ZapScale?** When we commissioned Zapscale we had Product Adoption issues. The primary reason for low adoption was our lack of visibility of customer usage behaviour. We only had top level overal insight on product usage but with Zapscale we got to see much deeper and meaning data for us to take action on. The way we work with zapscale is get insights and triggers from the platform and based on that we run our plays which has shown us results in past. **What do you dislike about ZapScale?** I dont have any feedback on the tool, for me everything seems fine. **What problems is ZapScale solving and how is that benefiting you?** In a SaaS business a successfully onboarding of a customer is just the beginning of the customer's journey. The next stage in the lifecycle is to encourage meaningful customer engagement to drive user adoption. By making sure your customers are getting the most value out of the features and functionality available to them, your organization will benefit from higher retention rates and customer satisfaction. This is where Zapscale has done its magic for us. The Zapscale's product adoption features has helped get our customers hooked on our product value. ### 10. ZapScale is game changer for customer success. **Rating:** 4.5/5.0 stars **Reviewed by:** Parth S. | Pre-Sales Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2024 **What do you like best about ZapScale?** ZapScale offers a unified platform that streamlines customer success operations. It provides a centralized view of customer health, automates routine tasks, leverages AI for predictive insights, and enables customization of workflows. Additionally, it offers robust analytics and integrates seamlessly with popular tools, empowering teams to deliver exceptional customer experiences. **What do you dislike about ZapScale?** It lacks little bit of customization which I would prefer to curate the platform for my use case. **What problems is ZapScale solving and how is that benefiting you?** Streamlined Workflows: Automate routine tasks and reduce manual effort. Data-Driven Insights: Leverage AI-powered analytics to make informed decisions. Improved Customer Experience: Enhance customer satisfaction and retention through personalized interactions. ### 11. Our bank for customer data **Rating:** 5.0/5.0 stars **Reviewed by:** Janice G. | Customer Service Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** July 16, 2024 **What do you like best about ZapScale?** ZapScale is the single place for all our customer data and insights. Its the Centralized data hub. This has changed our life complete. Before Zapscale we had to look for customer data in almost 6-7 different tools, copy them and get them on excel. After which we use to do analysis on it. I remember every month 2 to 3 of us would spend a week to 10 days in collating and analyzing our customer data. Thankfully with the implementation of zapscale we have it at our finger tips at point in time. **What do you dislike about ZapScale?** There are couple of reporting formats i would have preferred to have on the tool instead of me generating it manually **What problems is ZapScale solving and how is that benefiting you?** Zapscale’s Customer Success software gives our CS team and our whole company the access to our customer data when and where they need it. This is the most important thing for us. ### 12. Customer insight machine **Rating:** 5.0/5.0 stars **Reviewed by:** Greg K. | Website Lead, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** July 22, 2024 **What do you like best about ZapScale?** ZapScale's Data-Driven Customer Success Solutions has given us 360 degree analysis on our customer insight. We extensive use Zapsore to track the health of our customer, We have create multiple segments through which we are able to look at customer based on their look alike. The real time alerts from the system has enforced us to much better proactive CS. **What do you dislike about ZapScale?** I dont have any major concern, there are some minor bugs which are expected from a new tool and its getting fewer by the day. **What problems is ZapScale solving and how is that benefiting you?** Zapscale's customer insights solution has enable our Customer Success team to create a holistic view of the customer, so we can own the single source of truth within your organization. By pulling together data across the entire customer lifecycle, we have the customer insights we need to confidently step up and effectively own the revenue number. ### 13. Tailoring Metrics for Enhanced Productivity and Decision-Making **Rating:** 5.0/5.0 stars **Reviewed by:** Janhavi S. | Customer Success, Small-Business (50 or fewer emp.) **Reviewed Date:** October 29, 2024 **What do you like best about ZapScale?** In ZapScale, users can create personalised dashboards highlighting the metrics most relevant to their roles. This customisation promotes a better focus on critical data, enhancing productivity and decision-making. **What do you dislike about ZapScale?** While the ability to track NPS isn’t available in ZapScale right now, I understand that it's on their product roadmap. I’m confident that this much-anticipated feature will be available soon. **What problems is ZapScale solving and how is that benefiting you?** In times of crisis, having real-time data at my fingertips allows for swift decision-making. ZapScale helps us monitor key metrics closely during challenging periods, ensuring we can respond effectively. ### 14. A half-baked CSP! **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 16, 2025 **What do you like best about ZapScale?** It has several native integrations and different options for collecting product data. **What do you dislike about ZapScale?** The product has many features on paper; however, all the gaps show up after implementation. The product might work out well for companies who are starting to build their CS teams from scratch but definitely not a product which can help at scale. **What problems is ZapScale solving and how is that benefiting you?** We bought it to be the central system of records and to drive playbook led growth but we haven't been able to see much value from it so far. ### 15. Enhancing Business Efficiency with ZapScale **Rating:** 5.0/5.0 stars **Reviewed by:** Jijo M. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 29, 2024 **What do you like best about ZapScale?** ZapScale provides tracking of key performance indicators, allowing businesses to monitor their operations as they happen. This immediate feedback is invaluable for making quick adjustments to strategies and improving overall efficiency. **What do you dislike about ZapScale?** The customer wise NPS and Feedback tracking was missing. However, I've heard that they've recently released **What problems is ZapScale solving and how is that benefiting you?** ZapScale helps me manage data overload by consolidating metrics into one platform. This saves me time and reduces stress, as I no longer have to shift through multiple tools to find the information I need to make decisions. ### 16. Platform that helped us build our CS **Rating:** 4.5/5.0 stars **Reviewed by:** sneha d. | Product Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** September 17, 2024 **What do you like best about ZapScale?** Unlike most CSPs, Zapscale is easy to implement and easy to use. Our team has been up and running within a month. Its a price-competitive tool and has given us 2X ROI in less than 6 months. The best thing about ZapScale is that it delivers what it promises. **What do you dislike about ZapScale?** I don't have anything to add. I think it is a feature-loaded platform and offers more than required. **What problems is ZapScale solving and how is that benefiting you?** It gives structure and method to our CS team. We have been able to scale our Customer success through a data-driven approach. The platform is the go-to place for any of our customer needs. ### 17. ZapScale is our essential tool for driving customer success through data-driven insights. **Rating:** 4.5/5.0 stars **Reviewed by:** Vivek A. | Customer Success Executive, Small-Business (50 or fewer emp.) **Reviewed Date:** September 26, 2024 **What do you like best about ZapScale?** Configuring ZapScale is highly efficient, thanks to its extensive library of over 50 pre-built KPIs. I can quickly develop customized KPIs to meet my specific requirements in just minutes. With these robust KPIs available, I can confidently produce precise customer scores. **What do you dislike about ZapScale?** At this time, I have no suggestions or requests for additional features or improvements. I am genuinely satisfied with the current offerings provided by ZapScale. **What problems is ZapScale solving and how is that benefiting you?** ZapScale has been essential in supporting our transition from previous systems and processes. Its robust capabilities have significantly transformed our customer success operations, allowing us to adopt a more data-driven approach. ### 18. The impact of a dedicated Customer Success Manager at Zapscale **Rating:** 5.0/5.0 stars **Reviewed by:** Praharsh R. | Senior Customer Success Executive , Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2024 **What do you like best about ZapScale?** I’ve been using Zapscale for a while now, and the biggest standout for me has been the dedicated Customer Success team. Having someone specifically focused on understanding our needs and guiding us through the process has made a real difference. **What do you dislike about ZapScale?** There are few things that they need to add for more detailed information. **What problems is ZapScale solving and how is that benefiting you?** I really liked how we can keep all the tracks and data together. The platform tools helps us in visualise the data. ### 19. A comprehensive view of the User. **Rating:** 4.5/5.0 stars **Reviewed by:** Swapnil R. | Associate Product Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 28, 2024 **What do you like best about ZapScale?** ZapScale consolidates all my customer data, allowing me to access it easily with just a click or two. I can monitor customer health closely and efficiently. The platform is incredibly user-friendly. **What do you dislike about ZapScale?** I would like to request integration of my calendar with ZapScale, as it is currently not connected. **What problems is ZapScale solving and how is that benefiting you?** It provides comprehensive visibility into my customer base, simplifying the management of a large portfolio. Additionally, it allows me to track upsell opportunities, a capability I had not previously utilized. ### 20. Best platform to monitor behavior of the customers. **Rating:** 5.0/5.0 stars **Reviewed by:** Sandeep Shahi A. | customer success manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 14, 2024 **What do you like best about ZapScale?** The platform is user friendly , and interface Provides actionable insights through data analytics, helping me and my teams understand customer behavior, track key metrics, and predict churn. **What do you dislike about ZapScale?** It seems to be ok as I use this to monitor behavior of the customers, and to set of possible sequences of interactions between me and my customers. **What problems is ZapScale solving and how is that benefiting you?** known our customer, churned probability, customer using our our platform etc ### 21. excellent customer management solution **Rating:** 5.0/5.0 stars **Reviewed by:** ronit P. | Customer success manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 14, 2024 **What do you like best about ZapScale?** Providing the all customer data on a single platform helping us in tracking the customer health. **What do you dislike about ZapScale?** the page loading time can be improved. The dashboard & data accuracy also can be improved **What problems is ZapScale solving and how is that benefiting you?** we are all customers & corresponding users related data in numbers which is useful in tracking their health. It is useful in reducing the churn rate and increasing the subscription renewal. ### 22. Well made, Process defined, easy-to-use system to track Customer Health **Rating:** 4.5/5.0 stars **Reviewed by:** Nirmit S. | Product Management Intern, Mid-Market (51-1000 emp.) **Reviewed Date:** May 21, 2024 **What do you like best about ZapScale?** The system is very well made, easy to navigate and has a simple minimilistic UI and UX. The Dashboard view has some great views and charts to get an overview of our client's health. There are numerous integrations available to fetch CRM, Ticketing, etc related data which helps in tracking client's overall health in one place. The in built tool to deploy tracker codes in our system from front end to track customer usage is awsome. They have understood the essance of customer support and devolped features to help the CS Manager track customer health end to end and serve them better than ever. **What do you dislike about ZapScale?** They don't currently have email campign campaign but i have been informed that it is comming soon. **What problems is ZapScale solving and how is that benefiting you?** Tracks customer health and highlights customers in danger. Gives an over view of our product usage overall and customer wise. Helps cs team to prioritize tasks and define area of focus. Integrates with other platforms to track customer health over various areas. ### 23. Tool to track customer health **Rating:** 5.0/5.0 stars **Reviewed by:** Vishruti R. | Director - Customer Success, Small-Business (50 or fewer emp.) **Reviewed Date:** November 14, 2024 **What do you like best about ZapScale?** - Data driven customer scores - CS KPI tracking - Automated tasks creation based upon set rules **What do you dislike about ZapScale?** - The UI of the product is little complex. Simplifying the same will improve user experience. **What problems is ZapScale solving and how is that benefiting you?** Zapscale is helping me track the customer health, providing critical customer insights. It helps me make informed, data driven decisions. It helps us improve the overall customer experience. ### 24. ZapScale enables complete customer visibility **Rating:** 4.5/5.0 stars **Reviewed by:** Harper T. | Content Marketing Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** July 03, 2024 **What do you like best about ZapScale?** Most of the things were already pre-built in ZapScale. For example, health KPIs and automated playbooks which made it very easy for us to onboard ZapScale and quickly start focusing on our customers. It was fairly easy to integrate all our tools with ZapScale and we could get a 360-degree view of our customers from the first week. **What do you dislike about ZapScale?** The current reporting options in ZapScale are rather limited. I’ve learned that there are more reporting functionalities in the product roadmap, excited for what’s coming in the future. **What problems is ZapScale solving and how is that benefiting you?** ZapScale has greately helped us in enabling complete customer visibility. The customer screen is very detailed and intuitive, making it easy for us to spot the customers at the risk of churning and hence focus more on those customers. ### 25. Revenue management for our CS team **Rating:** 5.0/5.0 stars **Reviewed by:** Rechelle Ann F. | Product Marketing Director, Small-Business (50 or fewer emp.) **Reviewed Date:** July 25, 2024 **What do you like best about ZapScale?** Our CS team is responsible for Customer Expansion and Renewal. Its a key part of our performance. With ZapScale we have been able to project expansion and renewals better and also over the period of time we have improve our NRR. I would give credit to Zapscale for working with us as an enabler to our success. **What do you dislike about ZapScale?** I had few issues but it got resolved before writing this review **What problems is ZapScale solving and how is that benefiting you?** Like for any subscription business, customer retention and account expansion are essential in driving our growth. Zapscale's revenue tracking feature helps Customer Success and Account Management teams with the right insights to accurately forecast renewals and identify accounts with upsell and cross-sell opportunities. ### 26. ZapScale is the key to our data-driven approach to customer success. **Rating:** 4.0/5.0 stars **Reviewed by:** Ravi Ranjan K. | Technical Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** November 11, 2024 **What do you like best about ZapScale?** Setting a ZapScale is easy. thanks to its vast library of over 50 pre-built KPIs. I can also create custom KPIs. **What do you dislike about ZapScale?** At this moment, I have no suggestions. I'm truly happy and satisfied with the current features offered by ZapScale. **What problems is ZapScale solving and how is that benefiting you?** Focused on automating and optimising customer success operations for businesses. It's handling customer churn, Personalization and Data-driven etc. ### 27. Best Tool for Elevating Customer Success **Rating:** 4.0/5.0 stars **Reviewed by:** Swati Sudhakar S. | Account Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 13, 2024 **What do you like best about ZapScale?** In ZapScale from Health score to customer journey tracking every feature is aimed at improving customer satisfaction and retention. The features easy to use like Campaign and Survey helps stay agile and responsive to customer needs.ZapScale support is exceptional as they provides quick and actionable solutions. **What do you dislike about ZapScale?** In ZapScale experienced delay in loading data. **What problems is ZapScale solving and how is that benefiting you?** Intergration limitations. ### 28. Zapscale is an ideal tool for Customer Success professionals. **Rating:** 4.5/5.0 stars **Reviewed by:** Nithin T. | Customer Success Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** November 13, 2024 **What do you like best about ZapScale?** Zapscale helps in enhancing customer relationships, improve retention, reduce churn and drive growth. Customer health monitoring, customer segmentation, integration with CRM, Outlook and other tools, customer feedback, surveys and campaigns are some of the key features offered by Zapscale that empowers CS teams to deliver exceptional Customer Experiences. Zapscale provides extraordinary support. **What do you dislike about ZapScale?** Few of the advanced customizations might require additional configuration and technical expertise. **What problems is ZapScale solving and how is that benefiting you?** Zapscale helps us to maintain smooth customer relationships. It also helps us to track customer data and run campaigns to engage with customers on a regular basis. ### 29. Effective customer success management for teams **Rating:** 5.0/5.0 stars **Reviewed by:** Shoubhik R. | Program Manager - Customer Success Strategy & Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** August 09, 2024 **What do you like best about ZapScale?** Provides user friendly dashboards and multiple health views, that makes undertaking account managament activities more effectively. **What do you dislike about ZapScale?** The tool is customized as per our need, so I don't see any loopholes in it at this point in time **What problems is ZapScale solving and how is that benefiting you?** Zapscale provides streamlined dashboards and anlytics, it enables our customer success teams to monitor account health more effectively. The depth of features helps smoother collaboration between team members to take timely actions and schedule activities to be on top of the customer's lifecycle journey. The platform also allows easy set up of playbooks that our team has found useful in their daily activities. ### 30. The Best Customer Success Platform to get all your customer insights **Rating:** 5.0/5.0 stars **Reviewed by:** Eugene K. | Customer Success - Strategic Initiatives & Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 09, 2024 **What do you like best about ZapScale?** Zapscale has an effective health score calculation. The most comprehensive product that has been built with a user-centric approach. The ability to have seamless integration and centrally manage all our customer data has been super useful in gaining a 360-degree view of our customers. The team in Zapscale is super supportive in helping us with a smooth implementation. **What do you dislike about ZapScale?** Nothing as of now. It's amazing to use so far. **What problems is ZapScale solving and how is that benefiting you?** The data at different places was a challenge for us. We had multiple applications in our CS stack and managing it centrally was a challenge and Zapscale helped with it. ### 31. Helps manage my book of business! **Rating:** 5.0/5.0 stars **Reviewed by:** Sara L. | Growth Analyst, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** September 11, 2024 **What do you like best about ZapScale?** ZapScale has helped me manage my customers much better. Once we had Zapscale integrated into our business we had all our customer data in one place. The visibility of customers is a game-changer for me. **What do you dislike about ZapScale?** Nothing in particular. But I would prefer to have some customized reports to do better analysis. **What problems is ZapScale solving and how is that benefiting you?** The biggest problem we have been able to solve is to better manage our customers and business. This has helped us in improving our retention and customer satisfaction. ### 32. Optimizing Customer Engagement Through Strategic Tracking and Insights **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** September 25, 2024 **What do you like best about ZapScale?** ZapScale provides a significant advantage by enabling me to easily track or untrack any customer as needed. This functionality allows me to concentrate my personalized engagement efforts on high-touch customers while smoothly transitioning low-touch customers into automated engagement. Importantly, I can achieve all of this without the need for any technical assistance. **What do you dislike about ZapScale?** While the ability to track NPS is not currently available in ZapScale, I am aware that it is on their product roadmap. It’s only a matter of time before this highly anticipated feature is introduced. **What problems is ZapScale solving and how is that benefiting you?** ZapScale has been a transformative tool for me. It not only saves a substantial amount of time but also allows me to concentrate on customers who need immediate attention. Moreover, with full control over my data, I can confidently state that my customer success operations have become significantly more efficient since implementing ZapScale. ### 33. Store all Customer Data at One Location **Rating:** 5.0/5.0 stars **Reviewed by:** Aarti P. | Platform Specialist Engineer , Small-Business (50 or fewer emp.) **Reviewed Date:** May 20, 2024 **What do you like best about ZapScale?** ZapScale allows us to easily track the overall health and well-being of our customers. By integrating ZapScale into all customer-facing tools, it enables us to capture key data points about each of our users - giving us health visibility for them all and helping us anticipate issues before customers even contact us! This enables us to stay one step ahead. **What do you dislike about ZapScale?** ZapScale doesn't yet provide us with an NPS survey, although plans exist to implement one soon. In the meantime, we manage NPS using another tool and incorporate its results into ZapScale for analysis. **What problems is ZapScale solving and how is that benefiting you?** Customer Success operations depend on accurate customer data collection, which ZapScale makes easy. By increasing visibility into our customer database, we have seen improved performance from our staff. ### 34. Campaign insights Drive Strategic Improvements **Rating:** 5.0/5.0 stars **Reviewed by:** Ritika S. | Customer Success Executive - L2, Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2024 **What do you like best about ZapScale?** Action Feauture, Making notes for ourseleves **What do you dislike about ZapScale?** DOn't have much to add - will explore more about the platform. **What problems is ZapScale solving and how is that benefiting you?** Having all our data in one place. We can set campaigns on our clients and set timelines accordingly. ### 35. Automation in CS **Rating:** 5.0/5.0 stars **Reviewed by:** Ofon O. | Copywriter, Small-Business (50 or fewer emp.) **Reviewed Date:** July 15, 2024 **What do you like best about ZapScale?** Thanks to Zapscale implementing automated engagements and workflows in our daily operations has been a piece of work. Since Zapscale holds all our customer data and provides many inbuilt automations like playbooks, campaigns, workflows, creating meaningful engagement with our customers has become easier. **What do you dislike about ZapScale?** Could do with NPS and CSAT, which is something needed at least once a year. **What problems is ZapScale solving and how is that benefiting you?** The biggest benefit for us has been improving our efficiency and quality of engagement with our customers. The automations that Zapscale provides has been a game changer and helped our business reach new heights. ### 36. Easy to use platform **Rating:** 5.0/5.0 stars **Reviewed by:** Akash B. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 14, 2024 **What do you like best about ZapScale?** Its features especially the Customer Success centric KPI's **What do you dislike about ZapScale?** Nothing to be disliked as of now. Product is doing great. **What problems is ZapScale solving and how is that benefiting you?** Gives me datas which helps me analyse a customer better. ### 37. Our CS is much more simplified with ZapScale **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 27, 2024 **What do you like best about ZapScale?** I love the prebuilt KPIs that Zapscale has built, because of which we hardly took any time to get up and running. Also, many pre-design playbooks can be activated based on triggers. Our approach to making our customers successful has become much more robust. **What do you dislike about ZapScale?** I dont have any concerns with Zapscale. All our queries are handled immediately by the support team **What problems is ZapScale solving and how is that benefiting you?** The biggest problem that is solved by Zapscale is making our CS simplified. We had a complex process before zapscale which was not even optimal but now we are in a much better place. ### 38. Handy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Rahul Singh B. | Senior Sales Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2024 **What do you like best about ZapScale?** Easy Integeration with CRM and help me closing the deals fastly!! **What do you dislike about ZapScale?** didnt find any till now, will use it for some time **What problems is ZapScale solving and how is that benefiting you?** Helped me closing the deals very quickly ### 39. This is the best CS platform for B2B SaaS **Rating:** 5.0/5.0 stars **Reviewed by:** Debbie M. | Marketing Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 25, 2024 **What do you like best about ZapScale?** They provide me 360 view of my customer data. I don't even rely on my CDP to understand my customers anymore. ZapScale is amazing. **What do you dislike about ZapScale?** I still need a tool to run my NPS. I wish they would show me the NPS score for each customer as well. That way I could have my team send messages accordingly. **What problems is ZapScale solving and how is that benefiting you?** Our biggest problem was churn. We were losing customers for variaty of reasons. ZapSclae helped us learn the reasons and make changes to combat the issues. Our churn is the lowest in the history of last 8 years. ### 40. ZapScale: A Comprehensive Solution for Building Automated Customer Success **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** September 19, 2024 **What do you like best about ZapScale?** ZapScale has helped us focus on building automated CS activities for longtail customers. We now have insights to act on customers proactively. The product is intuitive and easy to use. ZapScale’s CS team is very responsive and active. **What do you dislike about ZapScale?** We don’t have any complaints about the product. Its feature is loaded and offers more than what we want. **What problems is ZapScale solving and how is that benefiting you?** For a while, we have wanted to build an extensive digital CS, with Zapscale we have been able to achieve it. Our CS has most of its day-to-day activities automated on Zapscale. ### 41. Customer management is a breeze with ZapScale **Rating:** 4.5/5.0 stars **Reviewed by:** Neelakshi M. | Marketing, Mid-Market (51-1000 emp.) **Reviewed Date:** July 03, 2024 **What do you like best about ZapScale?** Since we’ve started using ZapScale, we’ve been able to manage our customers more effectively. The comprehensive, easy-to-understand dashboards provide clear data visualisations and help us to proactively spot customer issues. This allows us to give our customers helpful support before they even need it. **What do you dislike about ZapScale?** So far we've not come across any major issues with ZapScale's customer success platform. **What problems is ZapScale solving and how is that benefiting you?** With ZapScale, we've been able to easily segment our customers based on various parameters which has helped us make our customer engagement more focused and relevant. Hence significantly improving customer experience. ### 42. experience with zapscale **Rating:** 5.0/5.0 stars **Reviewed by:** Piya T. | L-2 Executive- Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2024 **What do you like best about ZapScale?** greate support and innovative product...great for managing large scale of accounts **What do you dislike about ZapScale?** nothing as of now...integrations are quite easy...platform is self-explantaory **What problems is ZapScale solving and how is that benefiting you?** campaigns coordination with teams ### 43. A lifesaver for controlling customer churn!! **Rating:** 4.5/5.0 stars **Reviewed by:** Sameer S. | Cofounder, Small-Business (50 or fewer emp.) **Reviewed Date:** May 31, 2024 **What do you like best about ZapScale?** Zapscale helped us consolidate customer data (from HubSpot, Jira, MixPanel, etc.), billing info from Stripe, and communications from Slack to get a complete picture of each customer's health. Eventually, we were able to start measuring customer health and being proactive in managing churn through one of their prebuilt KPI templates and playbooks. The setup was quite straight forward with the team's help. Overall, because of Zapscale we have been able to make our Customer Success process more programmatic, and more proactive. **What do you dislike about ZapScale?** The current offering could be enhanced with a) a customer portal; and b) an NPS/CSAT survey module. **What problems is ZapScale solving and how is that benefiting you?** Consolidate all customer data from CRM, Billing, Emails, Support tickets, and Product Usage to give a complete view of what's going on at an account level. Generate insights from the consolidate data and channel them to the right person for action. ### 44. Enhanced customer engagement with ZapScale **Rating:** 5.0/5.0 stars **Reviewed by:** Anshuman Singh C. | Founding Member, Mid-Market (51-1000 emp.) **Reviewed Date:** June 20, 2024 **What do you like best about ZapScale?** ZapScale provides us in-depth customer insights, allowing us to proactively identify customers who might need extra attention. This proactive approach has led to a significant increase in customer engagement. Other than that, the tool covers almost every important aspect for a customer journey and is easy to use. Special mention to Hardeep who has been a POC for us and a brilliant person to be in touch for ZapScale. **What do you dislike about ZapScale?** Nothing as of now. Everything is top notch. **What problems is ZapScale solving and how is that benefiting you?** Because of better engagement, we have been able to improve our customer experience. ### 45. The Best Pre-built CSP **Rating:** 5.0/5.0 stars **Reviewed by:** Shreeti V. | External Communication, Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2024 **What do you like best about ZapScale?** The thing that mattered the most for us was, ZapScale is a pre-built tool. We just had to plug it in, and it was ready to use. The integrations are straightforward, it helped us get up and running in no time. The excellent support onboarding and CS team has helped us to closely customize the tool to align with our specific needs. **What do you dislike about ZapScale?** Nothing much. We are happy with the product at this point. It's a perfect tool for our current CS needs. **What problems is ZapScale solving and how is that benefiting you?** With ZapScale, our complete CS team is aligned much better and we have been able to engage with our customer much more proactively. ### 46. Comprehensive CS platform **Rating:** 5.0/5.0 stars **Reviewed by:** Jeel P. | Chief Executive Officer, Small-Business (50 or fewer emp.) **Reviewed Date:** July 25, 2024 **What do you like best about ZapScale?** Got this up and running super quick - like a week and we were good to go. Big time-saver. Pulls in all our customer stuff from different places **What do you dislike about ZapScale?** Wish it had a customer portal. Would be nice for clients to check stuff themselves. **What problems is ZapScale solving and how is that benefiting you?** ZapScale is solving our data fragmentation problem. Before, our customer data was spread across multiple systems, making it hard to get a complete picture of customer health. ### 47. A Task Management tool for CS teams **Rating:** 5.0/5.0 stars **Reviewed by:** Pratham J. | QA Tester, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2024 **What do you like best about ZapScale?** ZapScale allows us to map all of our activities according to customer priorities. We have been able engage customers based on their needs with ZapScale. It is a great task management tool that's backed by data. **What do you dislike about ZapScale?** They don't currently have an email campaign built in, but they told me that one will be available within a month. Apart from that, I have no complaints. **What problems is ZapScale solving and how is that benefiting you?** We have improved our collaboration as a team since ZapSale implementation. All customer engagement information is now stored in one location and anyone can access it at any time. ### 48. Good Tracking tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Accounting | Small-Business (50 or fewer emp.) **Reviewed Date:** November 13, 2024 **What do you like best about ZapScale?** Im able to see who has actually used the application **What do you dislike about ZapScale?** creating own view is not user friendy need to work on that **What problems is ZapScale solving and how is that benefiting you?** Im able to view the usage of our application which helps us to reach correct set of customers ### 49. ZapScale helps in improving performance and efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Neha G. | .NET Developer (Full stack developer), Small-Business (50 or fewer emp.) **Reviewed Date:** April 07, 2024 **What do you like best about ZapScale?** Gone are the days of chasing down data from different teams. ZapScale keeps all our customer information in one central location. This eliminates the need to depend on other teams for data, everything we require is readily available whenever we need it. This has been a huge time-saver and eliminated a lot of frustration for our team. This is just one of the many reasons we love ZapScale. **What do you dislike about ZapScale?** While ZapScale is a great tool, integrating dedicated onboarding project management functionalities would be incredibly beneficial for our CS team. We are excited to see future developments in this area. **What problems is ZapScale solving and how is that benefiting you?** ZapScale provides us with the same advantages that a CRM offers to a sales team. It centalizes all our customer data and analytics, Just like a CRM empowers sales team. This unified view translates to improved performance and efficiency for our customer success efforts. ### 50. Platform for improving customer expeirence **Rating:** 5.0/5.0 stars **Reviewed by:** Petchimuthu M. | Ux Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** June 25, 2024 **What do you like best about ZapScale?** ZapScale delivers a comprehensive view of key customer data, empowering you to make data-driven decisions by checking customer health. Our customer engagement is much much better now. **What do you dislike about ZapScale?** There may be some learning curve for a new users but zapscale's intuitive design makes it easy to learn. **What problems is ZapScale solving and how is that benefiting you?** We are able to have a much more informative conversation during renewals. It has helped us in negotiating better. - [View ZapScale pricing details and edition comparison](https://www.g2.com/products/zapscale/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-23+18%3A24%3A39+-0500&secure%5Bsession_id%5D=c47b38f0-8d72-4772-8abf-58eb5e0c54f5&secure%5Btoken%5D=7420d8b433f77f875880c762679563f47ea808d3e8f8311571607862c92db603&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 (1,587 reviews) - [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) - 4.5/5.0 (1,703 reviews)