# Melhores Plataformas Proativas de Retenção de Clientes

## How Many Software Proativo de Retenção de Clientes Products Does G2 Track?

**Total Products under this Category:** 61

### Category Stats (Aug 2026)

- **Average Rating:** 4.6/5 (↑0.01 vs Jul 2026) The average rating of products in this category, based on all submitted ratings

_Last updated: August 01, 2026_

## How Does G2 Rank Software Proativo de Retenção de Clientes Products?

**Por que você pode confiar nos rankings de software do G2:**

- 30 Analistas e Especialistas em Dados
- 4,100+ Avaliações Autênticas
- 61+ Produtos
- Rankings Imparciais

Os rankings de software da G2 são baseados em avaliações de usuários verificadas, moderação rigorosa e uma metodologia de pesquisa consistente mantida por uma equipe de analistas e especialistas em dados. Cada produto é medido usando os mesmos critérios transparentes, sem colocação paga ou influência de fornecedores. Embora as avaliações reflitam experiências reais dos usuários, que podem ser subjetivas, elas oferecem insights valiosos sobre como o software funciona nas mãos de profissionais. Juntos, esses dados alimentam o G2 Score, uma maneira padronizada de comparar ferramentas dentro de cada categoria.

## G2 Grid® for Software Proativo de Retenção de Clientes
 ![G2 Grid® for Software Proativo de Retenção de Clientes plotting products by satisfaction and market presence](https://www.g2.com/pt/categories/proactive-customer-retention/grids.png?focus%5B%5D=3054&focus%5B%5D=53101&focus%5B%5D=112400&focus%5B%5D=1915&focus%5B%5D=149940&focus%5B%5D=1185258&focus%5B%5D=1405412&focus%5B%5D=139235)

Highlighted products: Gainsight Customer Success, Qualtrics Customer Experience, SupportLogic, TeamSupport, Freshdesk Customer Success, Hook, Customerscore.io, e Ascendo AI.

Underlying data: [Grid® JSON](https://www.g2.com/pt/categories/proactive-customer-retention/grids.json?focus%5B%5D=gainsight-customer-success&focus%5B%5D=qualtrics-customer-experience&focus%5B%5D=supportlogic&focus%5B%5D=teamsupport&focus%5B%5D=freshdesk-customer-success&focus%5B%5D=hook-technology&focus%5B%5D=customerscore-io&focus%5B%5D=ascendo-ai)

**Sponsored**

### SAP Service Cloud

O SAP Service Cloud é uma solução de atendimento ao cliente para a era agencial. Ele permite que você transforme solicitações complexas em experiências personalizadas e sem esforço para cada cliente, com o poder e a eficiência da IA. Com o SAP Service Cloud você pode: \* Chegar à resolução correta mais rapidamente: Automatize solicitações rotineiras e guie os agentes com resumos, recomendações e próximas ações sugeridas por IA para reduzir o esforço e o tempo de resolução. \* Personalizar o suporte em escala: Use dados unificados de clientes e negócios com insights de IA para oferecer interações contextuais em todos os canais. \* Transformar o serviço em um motor de crescimento: Reduza proativamente as escaladas, melhore a retenção, identifique oportunidades de receita e reduza o custo de atendimento com análises e automação focadas em resultados.

[Visitar site](https://www.g2.com/pt/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=1003539&secure%5Bchosen_at%5D=2026-08-15T09%3A20%3A00Z&secure%5Bdisplayable_resource_id%5D=351&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=neighbor_category&secure%5Bplacement_resource_ids%5D%5B%5D=351&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=135229&secure%5Bresource_id%5D=1003539&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fpt%2Fcategories%2Fproactive-customer-retention&secure%5Btoken%5D=65fb3f403fe781f163b5f8942707cf62dfaa939ce08e1a4af60d117f235be44d&secure%5Burl%5D=https%3A%2F%2Fwww.sap.com%2Fdocuments%2F2024%2F06%2Fa08d87f1-c07e-0010-bca6-c68f7e60039b.rc.html%3Fcampaigncode%3DCRM-YD25-CEX-407335%26source%3DSERVICE-click-campaign-G2&secure%5Burl_type%5D=custom_url)

### [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews)

Gainsight Customer Success brings together rich agentic insights, relationship-level intelligence, and a multi-dimensional health scoring to surface risk and expansion opportunities a full quarter earlier, then turns those insights into action through coordinated retention, expansion, and renewal motions across every customer segment, including the long-tail. Designed for enterprise complexity spanning multiple products, hierarchies, and stakeholders, Gainsight supports human-led, digital-led, and agent-led programs, enabling teams to scale outcomes across their entire book of business and deliver Retention-as-a-Service (RaaS). The result is measurable impact and scale, including 50% increased CSM capacity, 15% higher expansion, 95% forecast accuracy, and 20% reduced churn—all backed by a decade of CS expertise and the largest community of CS professionals.

**Average Rating:** 4.5/5.0

**Total Reviews:** 1,721

#### How Do G2 Users Rate Gainsight Customer Success?

- **Ease of Admin:** 6.9/10 (Category avg: 8.9/10)
- **Retention:** 9.5/10 (Category avg: 8.9/10)
- **Ease of Use:** 8.0/10 (Category avg: 9.1/10)
- **Customer Profiles:** 10.0/10 (Category avg: 9.0/10)

#### Who Is the Company Behind Gainsight Customer Success?

- **Seller:** [Gainsight Inc.](https://www.g2.com/sellers/gainsight-inc)
- **Company Website:** www.gainsight.com
- **Year Founded:** 2009
- **HQ Location:** San Francisco, CA
- **Twitter:** @GainsightHQ  
13,119 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=85a34abb9897c7140c711174cddac2af3363ec5532f5b0ba46c2fa230fde5273&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F841640%2F&secure%5Burl_type%5D=linkedin_company_website)  
1,140 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Customer Success Manager, Senior Customer Success Manager
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 56% Medium, 32% Large

#### What Do G2 Reviewers Say About Gainsight Customer Success?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of Gainsight, praising its organization and comprehensive account tracking features.
- Users value the **centralized information** in Gainsight, which helps them efficiently track account interactions and generate insights.
- Users value the **visibility** Gainsight provides through a unified dashboard, enhancing organization and customer engagement effortlessly.
- Users value the **intuitive customer support** of Gainsight, enhancing productivity and proactive engagement for their teams.
- Users value the **intuitive interface** of Gainsight Customer Success for its ease of navigation and clear data visibility.

##### Cons

- Users find Gainsight Customer Success **not intuitive** , requiring formal training and having a clunky interface that complicates user experience.
- Users note the **lack of custom reporting features** limits detailed data analysis and overall functionality of Gainsight.
- Users highlight the **steep learning curve** for customizing dashboards, requiring significant technical skills for effective use.
- Users find it challenging due to **limited customization** options in Gainsight, leading to a less user-friendly experience.
- Users find Gainsight Customer Success to have a **complexity that can overwhelm** and slow down productivity at times.

#### What Are Recent G2 Reviews of Gainsight Customer Success?

**["Gainsight CS: Powerful Churn Prevention with Forward-Thinking Features"](https://www.g2.com/survey_responses/gainsight-customer-success-review-13272899)**

**Rating:** 4.5/5.0 stars

_— Wendy O._

[Read full review](https://www.g2.com/survey_responses/gainsight-customer-success-review-13272899)

**["Always-Available Support That Finds a Solution"](https://www.g2.com/survey_responses/gainsight-customer-success-review-12972699)**

**Rating:** 4.5/5.0 stars

_— Octavio M._

[Read full review](https://www.g2.com/survey_responses/gainsight-customer-success-review-12972699)

#### What Are G2 Users Discussing About Gainsight Customer Success?

- [What is Gainsight used for?](https://www.g2.com/discussions/what-is-gainsight-used-for) - 2 comments
- [What is Gainsight PX?](https://www.g2.com/discussions/gainsight-what-is-gainsight-px) - 2 comments
- [Who are Gainsight competitors?](https://www.g2.com/discussions/who-are-gainsight-competitors)
- [What is Gainsight software?](https://www.g2.com/discussions/what-is-gainsight-software) - 2 comments

### [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews)

Qualtrics XM for Customer Experience is the customer experience product used by the world's most iconic brands to immediately surface customer friction and guide frontline teams in the moment to better serve clients. Drive company-wide improvement—across processes, products, and digital properties—to increase customer lifetime value. Frontline Care (TM) uses omnichannel analytics and AI-powered automation to deliver powerful, personalized recommendations for every customer straight to your frontline customer care teams so you can increase usage, drive upsell, and reduce churn. Leverage our Frontline Digital (™) Product to analyze customer journeys so you can step in at the right time to remove friction or redirect users to a better experience. Understand digital customer behavior through session replays and frustration detection like rage clicks and mouse thrashing. Use Frontline Locations (™) to compile online reviews within the same platform so you can connect the dots between channels and get a bird’s eye view across the end-to-end customer experience. Bring together feedback from your customers with the voice of your frontline employees and make sense of it all in seconds with our AI-powered platform. Qualtrics is used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee, and brand—on one platform. Over 13,500 enterprises worldwide, including more than 85 percent of the Fortune 500, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee-centric culture, and build iconic brands.

**Average Rating:** 4.3/5.0

**Total Reviews:** 725

#### How Do G2 Users Rate Qualtrics Customer Experience?

- **Ease of Admin:** 7.9/10 (Category avg: 8.9/10)
- **Retention:** 8.7/10 (Category avg: 8.9/10)
- **Ease of Use:** 8.4/10 (Category avg: 9.1/10)
- **Customer Profiles:** 9.1/10 (Category avg: 9.0/10)

#### Who Is the Company Behind Qualtrics Customer Experience?

- **Seller:** [Qualtrics](https://www.g2.com/sellers/qualtrics)
- **Company Website:** www.qualtrics.com
- **Year Founded:** 2002
- **HQ Location:** Provo, UT
- **Twitter:** @Qualtrics  
42,137 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7d1ec005b3e09b6d51d9a439f06be24a872c533df3b3b8c47b5851a8358ecb22&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F314350%2F&secure%5Burl_type%5D=linkedin_company_website)  
6,231 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Business Data Analyst, Community Manager
- **Top Industries:** Information Technology and Services, Higher Education
- **Company Size:** 52% Large, 36% Medium

#### What Do G2 Reviewers Say About Qualtrics Customer Experience?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of Qualtrics Customer Experience, making data collection and analysis accessible for everyone.
- Users value the **powerful analytics** of Qualtrics Customer Experience, enabling insightful understanding and enhancement of customer journeys.
- Users find Qualtrics to be **extremely helpful** in improving customer satisfaction and streamlining service procedures.
- Users value the **deep insights generation** from Qualtrics, enhancing customer satisfaction and retention through effective data analysis.
- Users value the **strong analytics and reporting capabilities** of Qualtrics for deep insights into customer feedback.

##### Cons

- Users find the **complexity** of Qualtrics challenging, especially new users needing only basic survey functionalities.
- Users find that Qualtrics has a great interface but requires **improvement on custom setup** and Text iQ functionality.
- Users find **limited customization** challenging, especially when trying to simplify the platform for basic survey needs.
- New users may find the **complexity of the interface** overwhelming, making initial setup and navigation challenging.
- Users find the pricing of Qualtrics to be **high** , making it challenging for smaller teams with limited budgets.

#### What Are Recent G2 Reviews of Qualtrics Customer Experience?

**["Versatile Insights, Needs Better Reports"](https://www.g2.com/survey_responses/qualtrics-customer-experience-review-12680062)**

**Rating:** 4.5/5.0 stars

_— Sandra H._

[Read full review](https://www.g2.com/survey_responses/qualtrics-customer-experience-review-12680062)

**["Flexible Feedback Tool with Customization Challenges"](https://www.g2.com/survey_responses/qualtrics-customer-experience-review-12708025)**

**Rating:** 4.0/5.0 stars

_— David K._

[Read full review](https://www.g2.com/survey_responses/qualtrics-customer-experience-review-12708025)

#### What Are G2 Users Discussing About Qualtrics Customer Experience?

- [What is Qualtrics Customer Experience used for?](https://www.g2.com/discussions/what-is-qualtrics-customer-experience-used-for)
- [What does qualtrics software do?](https://www.g2.com/discussions/what-does-qualtrics-software-do) - 1 comment
- [Is qualtrics a CRM?](https://www.g2.com/discussions/is-qualtrics-a-crm) - 1 comment
- [What is a customer experience platform?](https://www.g2.com/discussions/what-is-a-customer-experience-platform) - 1 comment, 1 upvote
- [What is qualtrics CX?](https://www.g2.com/discussions/what-is-qualtrics-cx) - 1 comment

### [SupportLogic](https://www.g2.com/products/supportlogic/reviews)

SupportLogic is the leader in Support Experience (SX) management, helping companies use AI to transform support into a strategic advantage. Powered by predictive, generative, and agentic AI, SupportLogic extracts sentiment signals from structured and unstructured data to deliver real-time insights, intelligent recommendations, and automated workflows. Global enterprises like Salesforce, Qlik, Informatica, CyberArk and Snowflake trust SupportLogic to prevent escalations, reduce costs, and elevate customer experience. Learn more at supportlogic.com.

**Average Rating:** 4.7/5.0

**Total Reviews:** 25

#### How Do G2 Users Rate SupportLogic?

- **Ease of Admin:** 8.8/10 (Category avg: 8.9/10)
- **Retention:** 10.0/10 (Category avg: 8.9/10)
- **Ease of Use:** 9.2/10 (Category avg: 9.1/10)
- **Customer Profiles:** 9.2/10 (Category avg: 9.0/10)

#### Who Is the Company Behind SupportLogic?

- **Seller:** [SupportLogic](https://www.g2.com/sellers/supportlogic)
- **Year Founded:** 2016
- **HQ Location:** San Jose, California
- **Twitter:** @SupportLogicInc  
1,621 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=1bdb9aeba50b4e3bc7da47d80a2fe621614a61173c54197761ad8a6294ee6166&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsupportlogic%2F&secure%5Burl_type%5D=linkedin_company_website)  
48 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 36% Large, 28% Medium

#### What Do G2 Reviewers Say About SupportLogic?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **customer sentiment analysis** for its proactive approach, helping prevent escalated ticket issues.
- Users value the **easy integrations** and ready-to-use toolkits that streamline their support processes effectively.
- Users love the **multitude of integrations** and appreciate the ready-to-use jump start toolkits offered by SupportLogic.

##### Cons

- Users find **pricing complexities** challenging when bundling SupportLogic with integrated platforms, impacting overall affordability.
- Users desire more **out of the box solutions** and intuitive guides for better data analysis with SupportLogic.
- Users find the **lack of intuitive guides** challenging, making data analysis less accessible and user-friendly.
- Users report encountering **non-critical UI bugs** , which can detract from the overall experience of SupportLogic.

#### What Are Recent G2 Reviews of SupportLogic?

**["Intuitive UI, Runtime Alerts, and Time-Saving Ticket Summaries"](https://www.g2.com/survey_responses/supportlogic-review-12767022)**

**Rating:** 5.0/5.0 stars

_— Antriksh B._

[Read full review](https://www.g2.com/survey_responses/supportlogic-review-12767022)

**["It's a critical transformative technology to ensure you meet customer needs."](https://www.g2.com/survey_responses/supportlogic-review-10352069)**

**Rating:** 5.0/5.0 stars

_— Matthew H._

[Read full review](https://www.g2.com/survey_responses/supportlogic-review-10352069)

### [TeamSupport](https://www.g2.com/products/teamsupport/reviews)

TeamSupport takes you beyond the ticket to deliver the answers your customer, your team, and your business need. More than a ticket management tool, TeamSupport is a purpose-built AI customer success platform for growing B2B SaaS companies, where onboarding, support, and ongoing innovation are the keys to acquiring, growing, and retaining customer relationships. We focus on the actual use of your SaaS product — listening to the signals embedded in every onboarding call, every first-time question about a feature, and every persistent bug report. Those moments aren’t just support interactions; they’re a goldmine of product and customer insight. We ensure your customers are trained, guided through adoption, supported to get maximum value, and encouraged to expand their use. With our account-level insights and B2B-focused AI agent you can make better decisions, protect your customer base, and keep growing.

**Average Rating:** 4.4/5.0

**Total Reviews:** 877

#### How Do G2 Users Rate TeamSupport?

- **Ease of Admin:** 8.8/10 (Category avg: 8.9/10)
- **Ease of Use:** 8.8/10 (Category avg: 9.1/10)

#### Who Is the Company Behind TeamSupport?

- **Seller:** [TeamSupport](https://www.g2.com/sellers/teamsupport)
- **Year Founded:** 2008
- **HQ Location:** Dallas, TX
- **Twitter:** @TeamSupport  
13,505 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=e58dc842b54a3156f3c150e2c118c4f2598c6f9975b9026e9decefb1803ad790&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fteamsupport-com%2F&secure%5Burl_type%5D=linkedin_company_website)  
62 employees on LinkedIn®
- **Phone:** +1 (800) 596-2820

#### Who Uses This Product?

- **Who Uses This:** Software Engineer, Software Developer
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 44% Medium, 39% Small

#### What Do G2 Reviewers Say About TeamSupport?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **intuitive interface and extensive features** of TeamSupport, enhancing customer support efficiency and effectiveness.
- Users value the **ease of use** of TeamSupport, enhancing our team's efficiency and customer service experience.
- Users find the **support team incredibly helpful** , offering deep insights and effective solutions for their concerns.
- Users commend the **excellent customer support** of TeamSupport, highlighting their helpfulness and in-depth product understanding.
- Users value the **task reminders** of TeamSupport, greatly enhancing their organization and efficiency in managing workloads.

##### Cons

- Users experience a **steep learning curve** with TeamSupport, requiring time to master its full capabilities.
- Users face **slow loading** issues with TeamSupport, leading to inconvenience and difficulty navigating lengthy email threads.
- Users often experience **slow performance** with TeamSupport, causing inconvenience and delays in managing email communication effectively.
- Users find the **inadequate search functionality** frustrating, limiting their ability to efficiently reference past solved problems.
- Users note the need for improved **integration with other software tools** to enhance TeamSupport's functionality and customization.

#### What Are Recent G2 Reviews of TeamSupport?

**["TeamSupport Simplifies Multi-Client Ticket Tracking with Helpful Performance Metrics"](https://www.g2.com/survey_responses/teamsupport-review-12433366)**

**Rating:** 5.0/5.0 stars

_— Verified User in Computer Software_

[Read full review](https://www.g2.com/survey_responses/teamsupport-review-12433366)

**["Excellent B2B Communication Office with Continuous Enhancements"](https://www.g2.com/survey_responses/teamsupport-review-8885777)**

**Rating:** 5.0/5.0 stars

_— Kari B._

[Read full review](https://www.g2.com/survey_responses/teamsupport-review-8885777)

#### What Are G2 Users Discussing About TeamSupport?

- [What is TeamSupport used for?](https://www.g2.com/discussions/what-is-teamsupport-used-for) - 1 comment, 1 upvote

### [Freshdesk Customer Success](https://www.g2.com/products/freshdesk-customer-success/reviews)

Freshdesk Customer Success is a Customer Success Management platform that helps B2B companies maximize customer value.

**Average Rating:** 4.5/5.0

**Total Reviews:** 22

#### How Do G2 Users Rate Freshdesk Customer Success?

- **Ease of Admin:** 7.9/10 (Category avg: 8.9/10)
- **Retention:** 9.3/10 (Category avg: 8.9/10)
- **Ease of Use:** 9.6/10 (Category avg: 9.1/10)
- **Customer Profiles:** 9.0/10 (Category avg: 9.0/10)

#### Who Is the Company Behind Freshdesk Customer Success?

- **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks)
- **Year Founded:** 2010
- **HQ Location:** San Mateo, CA
- **Twitter:** @FreshworksInc  
19,020 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=5f531480627d021846a1bab97814f28776888079b40b7e07b52045e7d1e35c99&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffreshworks-inc%2F&secure%5Burl_type%5D=linkedin_company_website)  
7,505 employees on LinkedIn®
- **Ownership:** NASDAQ: FRSH

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services
- **Company Size:** 41% Medium, 32% Small

#### What Do G2 Reviewers Say About Freshdesk Customer Success?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **ease of managing a large support team and tracking tickets** with Freshdesk Customer Success.
- Users love the **ease of use** of Freshdesk Customer Success, appreciating its user-friendly interface and straightforward setup.
- Users appreciate the **easy automation rule creation** for streamlined task assignments within Freshdesk Customer Success.
- Users value the **seamless connectivity** of Freshdesk Customer Success, integrating effortlessly with various tools for enhanced efficiency.
- Users praise the **responsive customer support** of Freshdesk, noting quick replies and excellent onboarding assistance.

##### Cons

- Users find the **difficult reporting** aspect of Freshdesk less intuitive, suggesting improvements for better understanding and usability.
- Users experience **slow performance** with Freshdesk Customer Success, impacting their overall efficiency and satisfaction.
- Users feel that the **user interface and speed** of Freshdesk Customer Success could significantly be improved.

#### What Are Recent G2 Reviews of Freshdesk Customer Success?

**["Effortless Team Management and Ticket Handling"](https://www.g2.com/survey_responses/freshdesk-customer-success-review-12183970)**

**Rating:** 5.0/5.0 stars

_— Faizan A._

[Read full review](https://www.g2.com/survey_responses/freshdesk-customer-success-review-12183970)

**["Freshdesk is like Fresh-success tool !"](https://www.g2.com/survey_responses/freshdesk-customer-success-review-11732559)**

**Rating:** 4.5/5.0 stars

_— Mushir K._

[Read full review](https://www.g2.com/survey_responses/freshdesk-customer-success-review-11732559)

#### What Are G2 Users Discussing About Freshdesk Customer Success?

- [Is customer success same as customer support?](https://www.g2.com/discussions/is-customer-success-same-as-customer-support) - 1 comment
- [What is Freshworks CRM?](https://www.g2.com/discussions/what-is-freshworks-crm)
- [Which of the following features are present in Freshdesk?](https://www.g2.com/discussions/which-of-the-following-features-are-present-in-freshdesk)

### [Hook](https://www.g2.com/products/hook-technology/reviews)

Hook enables businesses to grow revenue from their customers using data. We help revenue teams forecast their growth, focus their time and act faster. We monitor all aspects of how your customers engage with your team and product to know when things are going well, and when things aren't going as expected. Hook helps your team to take action by triggering engagement through emails and nudges, and we measure what works. Through predictive machine learning, we take the guesswork out of your day to day and focus your time where it matters most. Visit us at hook.co and follow @hook-technology on Linkedin

**Average Rating:** 4.7/5.0

**Total Reviews:** 53

#### How Do G2 Users Rate Hook?

- **Ease of Admin:** 9.8/10 (Category avg: 8.9/10)
- **Retention:** 9.0/10 (Category avg: 8.9/10)
- **Ease of Use:** 9.1/10 (Category avg: 9.1/10)
- **Customer Profiles:** 8.9/10 (Category avg: 9.0/10)

#### Who Is the Company Behind Hook?

- **Seller:** [Hook](https://www.g2.com/sellers/hook-75b3ae03-b377-4473-833d-90fbacb13a44)
- **Year Founded:** 2020
- **HQ Location:** London, England
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f8ac2d34d944e444f60d766a64521c3584aa7525529e31b6d35701c238a84637&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fhook-technology%2F&secure%5Burl_type%5D=linkedin_company_website)  
81 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Customer Success Manager
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 85% Medium, 11% Large

#### What Do G2 Reviewers Say About Hook?

_AI-generated summary from verified user reviews_

##### Pros

- Users praise the **meaningful and actionable insights** from Hook, enhancing customer success and driving data-driven decisions.
- Users love the **intuitive dashboards** of Hook, which simplify tracking customer usage and managing goals effectively.
- Users value the **granular and actionable insights** from Hook's reporting, empowering data-driven decision-making for customer success.
- Users value the **visibility of customer usage data** provided by Hook, enabling effective risk management and growth identification.
- Users appreciate the **intuitive user interface** of Hook, making it easy to navigate and utilize features effectively.

##### Cons

- Users find the **note management frustrating** due to bugs and delays, impacting their overall experience with Hook.
- Users report **dashboard issues** such as glitches and missing customer data, causing minor annoyances during use.
- Users experience **data delays** that hinder timely insights, impacting the accuracy of customer engagement and health scores.
- Users faced challenges with **data inaccuracy** and delays in retrieval, affecting reliability in customer assessments.
- Users find **inaccurate forecasting** frustrating at first, though improvements are expected as the software learns over time.

#### What Are Recent G2 Reviews of Hook?

**["Flexible Automations and Insightful Chat Power Our Self-Serve Customer Journey"](https://www.g2.com/survey_responses/hook-review-12573981)**

**Rating:** 5.0/5.0 stars

_— Charlie D._

[Read full review](https://www.g2.com/survey_responses/hook-review-12573981)

**["Massive time-saver for CSM teams"](https://www.g2.com/survey_responses/hook-review-12572980)**

**Rating:** 4.5/5.0 stars

_— Collin W._

[Read full review](https://www.g2.com/survey_responses/hook-review-12572980)

### [Customerscore.io](https://www.g2.com/products/customerscore-io/reviews)

Customerscore is the AI Customer Success platform with the most accurate predictive model on the market. What that means for your team: they log in and immediately see who needs attention this week. Which onboarding is stalling, which renewal is at risk, which account is ready to grow, and exactly why. And the follow-up is already in motion. Most SaaS companies lose customers silently. The signals are already in your data: - Engagement dropping and adoption stalling - Failed payments and quiet downgrades in Stripe - Support tickets spiking, or an account going completely silent - Your champion stops logging in weeks before the renewal But nobody connects the dots fast enough. By the time churn shows up in reports, the window to intervene has closed. What your CS team gets with Customerscore: See churn coming while you can still stop it Every account gets a churn-risk and upsell score from 1 to 5, recalculated daily from its own usage, billing, and history. The models are trained on tens of thousands of SaaS users, so they read context that rule-based scoring misses. Accounts with weak usage and an upcoming renewal are flagged weeks ahead, so instead of finding out from a cancellation email, you start each week with a ranked list of who needs you and who's ready to grow. Walk into every conversation knowing why Every prediction comes with its exact drivers: "Usage dropped 60% in 30 days" versus "25 successful renewals behind them". No black-box scores, no guessing. Your CSMs open every call already knowing the problem, and over time you learn what actually drives retention in your business. Cover every account, not just the top 50 One CSM can watch hundreds of accounts, including the long tail that used to churn unnoticed. awork scores ~4,500 paying customers daily this way, including the low-touch segment that used to slip away silently. Get answers without digging through five tools Ask anything about any customer in plain language, in Slack or in Claude via our MCP: "Who should I worry about this week?" "Why is the Starter segment churning?" No SQL, no analyst, no waiting for the next BI sprint. Let the routine plays run themselves Churn alerts land in Slack the moment something changes. Retention and expansion playbooks (personalized email sequences, win-back flows, upsell nudges) run automatically per segment, so expansion-ready accounts get the right play without anyone hunting for them. Survio grew upsell revenue by 94% this way, with no daily manual work. Your team spends its time on conversations, not monitoring. Never lose a follow-up again Every signal can become a task with an owner, a due date, and a priority, living right next to the account it belongs to. Overdue work is flagged on the dashboard, so nothing slips between "we should reach out" and someone actually doing it. Run onboarding your customers actually finish Spin up a Customer Room for any account: a shared workspace with a mutual action plan both sides see and update. Tasks for your team and theirs, files, live progress, all in one link, with no login needed on the customer's side. Built for onboarding, where 40 to 60% of SaaS churn starts, and just as useful for implementations, renewals, and QBR follow-ups. Keep working where you already work Health scores and risk signals sync two-way into HubSpot, Salesforce, or Pipedrive. Connect Stripe, Chargebee, Mixpanel, PostHog, Segment, Intercom, Zendesk, Snowflake, Postgres, or any internal source via API and SDK. Don't see your tool? We build custom integrations for any stack. Swat.io unified data scattered across tools this way and cut meeting-prep time by 40%. Built for: Customer Success, Growth, and RevOps teams at B2B SaaS companies managing hundreds to thousands of accounts they can't watch by hand. Used by teams like tl;dv, Apify, awork, Survio, and Swat.io. White-glove onboarding, tied to your needs: The people who built the platform connect your data and tune the churn and upsell models to your business. You work with senior experts, not a junior CSM and a ticket queue. Passes your security review: ISO 27001, GDPR, EU data residency.

**Average Rating:** 4.8/5.0

**Total Reviews:** 41

#### How Do G2 Users Rate Customerscore.io?

- **Ease of Admin:** 8.3/10 (Category avg: 8.9/10)
- **Retention:** 10.0/10 (Category avg: 8.9/10)
- **Ease of Use:** 9.5/10 (Category avg: 9.1/10)
- **Customer Profiles:** 9.7/10 (Category avg: 9.0/10)

#### Who Is the Company Behind Customerscore.io?

- **Seller:** [Customerscore.io](https://www.g2.com/sellers/customerscore-io)
- **HQ Location:** Prague, Czechia
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=33c78d5e25289e59b856ddf37a5cf942670c4362af6d44b9da56b125b6b23317&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcustomerscore-io%2F&secure%5Burl_type%5D=linkedin_company_website)  
6 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 61% Small, 39% Medium

#### What Do G2 Reviewers Say About Customerscore.io?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **automation features** of CustomerScore.io, which streamline customer engagement and enhance proactive response efforts.
- Users value the **enhanced customer engagement** capabilities of Customerscore.io, facilitating timely attention and efficient follow-ups.
- Users value the **proactive response capability** of CustomerScore.io, greatly enhancing customer retention and support efficiency.
- Users find CustomerScore.io to be **intuitive and easy to use** , enabling efficient customer engagement and management.
- Users value the **responsive and supportive customer service** of CustomerScore.io, enhancing their overall experience with the product.

##### Cons

- Users note **dependency issues** due to limited CRM integration, although helpful links provide some connectivity.
- Users mention a **small learning curve at setup** , which may slightly hinder initial experiences with Customerscore.io.
- Users desire more **limited customization** in reporting features to enhance their overall experience.

#### What Are Recent G2 Reviews of Customerscore.io?

**["Fast setup, automated alerts and playbooks that surface churn risk early"](https://www.g2.com/survey_responses/customerscore-io-review-12546935)**

**Rating:** 4.5/5.0 stars

_— Samuel G._

[Read full review](https://www.g2.com/survey_responses/customerscore-io-review-12546935)

**["CustomerScore Makes Customer Health Clear and Keeps Me Proactive"](https://www.g2.com/survey_responses/customerscore-io-review-12612255)**

**Rating:** 4.0/5.0 stars

_— Michaela K._

[Read full review](https://www.g2.com/survey_responses/customerscore-io-review-12612255)

### [Ascendo AI](https://www.g2.com/products/ascendo-ai/reviews)

Ascendo builds Physical AI agents for critical infrastructure. Operating as a coordinated digital workforce, our 16 specialized L4 agents automate more than 1,800 complex service workflows out of the box. Deployed across MedTech, Telecom, industrial manufacturing and more, Ascendo AI agents ingest unstructured dark data to predict parts demand, operationalize technician expertise, and help prevent field escalations before they occur. Our goal is to not just give you the outcome you want but to make you an AI first company like ours. Learn why Field Service and Technical Support teams love us and recommend us as their #1 choice!

**Average Rating:** 5.0/5.0

**Total Reviews:** 27

#### How Do G2 Users Rate Ascendo AI?

- **Ease of Admin:** 10.0/10 (Category avg: 8.9/10)
- **Ease of Use:** 9.8/10 (Category avg: 9.1/10)

#### Who Is the Company Behind Ascendo AI?

- **Seller:** [Ascendo.AI](https://www.g2.com/sellers/ascendo-ai)
- **Year Founded:** 2020
- **HQ Location:** Palo Alto, US
- **Twitter:** @AscendoAI  
19 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f47f5988b47b4c500e390de44f65a3e3934d9b5432ee7d1a6f7c492a54814a30&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fascendoai%2F&secure%5Burl_type%5D=linkedin_company_website)  
28 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Telecommunications, Hospital & Health Care
- **Company Size:** 74% Large, 19% Medium

#### What Are Recent G2 Reviews of Ascendo AI?

**["Robust Chatbot Integration: Quick Freshservice API Setup for Better SCADA Support"](https://www.g2.com/survey_responses/ascendo-ai-review-12247074)**

**Rating:** 5.0/5.0 stars

_— Verified User in Renewables & Environment_

[Read full review](https://www.g2.com/survey_responses/ascendo-ai-review-12247074)

**["Ascendo AI Agent Tools: Faster, More Accurate Support with a Truly Collaborative Team"](https://www.g2.com/survey_responses/ascendo-ai-review-12673212)**

**Rating:** 5.0/5.0 stars

_— Verified User in Telecommunications_

[Read full review](https://www.g2.com/survey_responses/ascendo-ai-review-12673212)

#### What Are G2 Users Discussing About Ascendo AI?

- [What is Ascendo used for?](https://www.g2.com/discussions/what-is-ascendo-used-for)

### [Momentum](https://www.g2.com/products/momentum-momentum/reviews)

Momentum is an Revenue Orchestration Platform that listens to your customer and prospect conversations, extracts key insights, and automatically takes action—communicating with your systems and teams in real time. Revenue teams today are drowning in conversations, but 99% of what’s said never makes it into a CRM. Insights get buried in call recordings, manual data entry is inconsistent, and teams operate in silos—leading to missed opportunities, bad handoffs, and slow deal cycles. Momentum fixes this by automating workflows and communication across teams. Our AI Agents analyze calls, emails, and meetings, then push the right information—product feedback, churn risk, competitor mentions, objections, and deal blockers—to the teams that need to know, exactly when they need to know it. No extra tools. No added complexity. Just seamless orchestration between Sales, RevOps, CS, and Product to move faster and win more. With pre-built workflows like automated deal desk approvals, Slack-based deal rooms, and real-time CRM updates, Momentum ensures your teams aren’t just capturing data—they’re acting on it.

**Average Rating:** 4.6/5.0

**Total Reviews:** 101

#### How Do G2 Users Rate Momentum?

- **Ease of Admin:** 8.5/10 (Category avg: 8.9/10)
- **Retention:** 8.3/10 (Category avg: 8.9/10)
- **Ease of Use:** 8.8/10 (Category avg: 9.1/10)
- **Customer Profiles:** 9.2/10 (Category avg: 9.0/10)

#### Who Is the Company Behind Momentum?

- **Seller:** [Momentum](https://www.g2.com/sellers/momentum)
- **Year Founded:** 2020
- **HQ Location:** San Francisco, CA
- **Twitter:** @dealmomentum  
301 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=628c8033401cffe35c1cb2f54cca78f8cff456ef72aa4cb9e38fad392dbfd636&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fdealmomentum%2F&secure%5Burl_type%5D=linkedin_company_website)  
43 employees on LinkedIn®
- **Ownership:** JSE:MTM

#### Who Uses This Product?

- **Who Uses This:** Account Executive
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 70% Medium, 20% Large

#### What Do G2 Reviewers Say About Momentum?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of Momentum, making call transcription and team collaboration seamless and efficient.
- Users value the **super collaborative and responsive team** at Momentum, enhancing their automation experience significantly.
- Users value the **automation features** of Momentum, enhancing productivity and streamlining communication during Zoom meetings.
- Users value the **seamless integration** of Momentum with Zoom, enhancing productivity and facilitating efficient communication during meetings.
- Users highlight the **exceptional customer support** of Momentum, enhancing collaboration and simplifying RevOps tasks significantly.

##### Cons

- Users find **inaccuracy in language support** and functionality, affecting the effectiveness of Momentum across different languages.
- Users experience **performance issues** like glitches and inconsistent results, which hinder a seamless overall experience.
- Users highlight significant **accuracy issues** with Momentum's AI, affecting insights and transcription reliability across different languages.
- Users face **call issues** , including connectivity problems and unclear permission settings, hindering effective communication and functionality.
- Users express concerns about **data inaccuracy** , including issues with call mapping and insufficient reporting capabilities.

#### What Are Recent G2 Reviews of Momentum?

**["Revolutionized Salesforce Integration with Stellar Support"](https://www.g2.com/survey_responses/momentum-review-12813533)**

**Rating:** 5.0/5.0 stars

_— Alex S._

[Read full review](https://www.g2.com/survey_responses/momentum-review-12813533)

**["What a timesaver! A must-have tool for an AM or AE"](https://www.g2.com/survey_responses/momentum-review-11568946)**

**Rating:** 4.5/5.0 stars

_— Kaisa S._

[Read full review](https://www.g2.com/survey_responses/momentum-review-11568946)

### [EverAfter](https://www.g2.com/products/everafter/reviews)

EverAfter helps companies turn onboarding and post sale programs into a digital experience inside the product. Customers see clear milestones, know what to do next, and move through adoption with visible progress instead of static documents or external tools. AI is deeply embedded to personalize steps, adapt guidance in real time, and help customers reach value faster while continuing to move forward.

**Average Rating:** 4.6/5.0

**Total Reviews:** 159

#### How Do G2 Users Rate EverAfter?

- **Ease of Admin:** 8.5/10 (Category avg: 8.9/10)
- **Ease of Use:** 8.7/10 (Category avg: 9.1/10)

#### Who Is the Company Behind EverAfter?

- **Seller:** [Base](https://www.g2.com/sellers/base-02d70fff-c0fe-4cd5-8b53-1ebb41080faf)
- **Company Website:** base.ai
- **Year Founded:** 2018
- **HQ Location:** Tel Aviv,
- **Twitter:** @base\_CLG  
333 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=ec43ca0cd427c74a24ea20b7d2a7d1bb7eded014c8b5659ee6eff4a350648e65&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcrowdvocate%2F&secure%5Burl_type%5D=linkedin_company_website)  
40 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Customer Success Manager, CSM
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 62% Medium, 24% Small

#### What Do G2 Reviewers Say About EverAfter?

_AI-generated summary from verified user reviews_

##### Pros

- Users find EverAfter to be **intuitive and easy to use** , greatly enhancing customer onboarding and information access.
- Users value the **extremely responsive support** from the EverAfter team, enhancing their onboarding and customer engagement experience.
- Users value the **customization** options in EverAfter, enhancing customer onboarding and saving valuable time for teams.
- Users appreciate the **intuitive interface** of EverAfter, making navigation seamless and enhancing overall user experience.
- Users value the **exceptional customer support** and intuitive features of EverAfter that enhance communication and efficiency.

##### Cons

- Users express disappointment over the **missing features** such as lack of a desktop version and direct file uploads.
- Users experience **integration issues** with EverAfter, limiting functionality and requiring workarounds for data handling.
- Users find the **complexity in configuration and customization** of EverAfter can be overwhelming and time-consuming.
- Users note a **steep learning curve** for effectively using EverAfter, which can hinder adoption and usability.
- Users face **missing functionality** with EverAfter, requiring workarounds and assistance for backend configurations.

#### What Are Recent G2 Reviews of EverAfter?

**["A true partner in strategy and execution, not just a product"](https://www.g2.com/survey_responses/everafter-review-11741724)**

**Rating:** 5.0/5.0 stars

_— Nate A._

[Read full review](https://www.g2.com/survey_responses/everafter-review-11741724)

**["Effortless Onboarding That Saves Us Hundreds of Hours"](https://www.g2.com/survey_responses/everafter-review-11991226)**

**Rating:** 5.0/5.0 stars

_— Alyson C._

[Read full review](https://www.g2.com/survey_responses/everafter-review-11991226)

#### What Are G2 Users Discussing About EverAfter?

- [What is EverAfter used for?](https://www.g2.com/discussions/what-is-everafter-used-for)

### [Chargebee Retention](https://www.g2.com/products/chargebee-retention/reviews)

Chargebee Retention automates customer retention for online subscription businesses by saving and preventing customer cancellations while helping merchants to learn, improve, and differentiate. As pioneers of the retention category, Chargebee Retention is a premier platform that leverages data science, targeting, and personalization to empower subscription services to maximize customer lifetime value (LTV) and automate high-value workflows at scale. Chargebee Retention integrates natively with popular billing systems, can be implemented in days to weeks, and features an efficient usage-based pricing model.

**Average Rating:** 4.3/5.0

**Total Reviews:** 17

#### How Do G2 Users Rate Chargebee Retention?

- **Ease of Admin:** 8.3/10 (Category avg: 8.9/10)
- **Retention:** 8.3/10 (Category avg: 8.9/10)
- **Ease of Use:** 7.9/10 (Category avg: 9.1/10)
- **Customer Profiles:** 7.9/10 (Category avg: 9.0/10)

#### Who Is the Company Behind Chargebee Retention?

- **Seller:** [Chargebee](https://www.g2.com/sellers/chargebee)
- **Company Website:** www.chargebee.com
- **Year Founded:** 2011
- **HQ Location:** North Bethesda, MD
- **Twitter:** @chargebee  
7,333 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=64cfb7ab4522d0bef8a8e72e86ad1f06dd848e730573c12a92ba1f2ec6997f72&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2277385%2F&secure%5Burl_type%5D=linkedin_company_website)  
1,305 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 59% Small, 41% Medium

#### What Do G2 Reviewers Say About Chargebee Retention?

_AI-generated summary from verified user reviews_

##### Pros

- Users praise the **responsive customer support** of Chargebee Retention, enhancing their overall learning and experience.
- Users value the **ease of subscription modifications** with Chargebee Retention, enhancing customer engagement and retention effectively.
- Users value the **supportive customer success team** of Chargebee Retention, enhancing their experience and addressing concerns effectively.
- Users appreciate the **ease of use** of Chargebee Retention, making it simple to analyze customer churn and plan effectively.
- Users appreciate the **ease of modifying subscriptions** in Chargebee Retention, enhancing customer engagement and retention.

##### Cons

- Users find the **interface for creating offers confusing** , making organization and copying for tests challenging at times.

#### What Are Recent G2 Reviews of Chargebee Retention?

**["Chargebee Retention has vastly improved the churn analysis and enabled to save customers."](https://www.g2.com/survey_responses/chargebee-retention-review-11316482)**

**Rating:** 5.0/5.0 stars

_— Muhammad W._

[Read full review](https://www.g2.com/survey_responses/chargebee-retention-review-11316482)

**["Insightful and User-Friendly Platform with Excellent Support"](https://www.g2.com/survey_responses/chargebee-retention-review-11989280)**

**Rating:** 4.5/5.0 stars

_— Jai E._

[Read full review](https://www.g2.com/survey_responses/chargebee-retention-review-11989280)

### [GPTfy:AI for Salesforce](https://www.g2.com/products/gptfy-ai-for-salesforce/reviews)

GPTfy is an Agentforce alternative built 100% natively on Salesforce, fully declarative for organizations looking for an enterprise grade AI platform. It enables businesses to build, deploy, and manage autonomous AI agents without relying on external servers or disconnected tools. Designed for enterprises that prioritize governance, flexibility, and speed, GPTfy helps organizations scale Agentic AI adoption securely while maintaining full visibility and control. GPTfy combines BYOM flexibility, prompt-driven automation, AI agents, and deep Salesforce integration in one unified platform. Teams can converse with Salesforce to log emails, update records, generate intelligent responses, summarize data, automate workflows, execute CRUD operations, and leverage RAG-based knowledge retrieval directly within Salesforce. The platform also supports voice and telephony workflows, file analysis, dashboards, audit controls, and observability features for enterprise use cases across sales, service, compliance, and operations. GPTfy transforms emails, meetings, calls, documents, and CRM activities into actionable insights. Teams can identify pipeline risks, uncover customer sentiment, surface next-best-actions, and improve productivity directly inside Salesforce and Microsoft Copilot. AI agents can also automate customer support by resolving cases, logging root causes, creating knowledge articles, and deflecting support requests through 24/7 AI-powered engagement. With 100+ pre-built prompts and 20+ specialized AI agents, GPTfy helps organizations accelerate deployment and drive immediate business value. Built with enterprise-grade security, compliance, auditability, and governance controls, GPTfy enables organizations to operationalize AI securely while improving customer engagement, reducing manual work, and delivering real-time intelligence where teams already work.

**Average Rating:** 4.6/5.0

**Total Reviews:** 26

#### How Do G2 Users Rate GPTfy:AI for Salesforce?

- **Ease of Admin:** 8.9/10 (Category avg: 8.9/10)
- **Retention:** 9.2/10 (Category avg: 8.9/10)
- **Ease of Use:** 9.0/10 (Category avg: 9.1/10)
- **Customer Profiles:** 9.4/10 (Category avg: 9.0/10)

#### Who Is the Company Behind GPTfy:AI for Salesforce?

- **Seller:** [GPTfy](https://www.g2.com/sellers/gptfy)
- **Year Founded:** 2023
- **HQ Location:** Chicago, Illinois,
- **Twitter:** @gptfyai  
33 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=5427025948cb75305bf10063fd44626da24cc697944cdf18c125363a6c2c3f05&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fgptfy%2F&secure%5Burl_type%5D=linkedin_company_website)  
32 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 59% Medium, 26% Small

#### What Do G2 Reviewers Say About GPTfy:AI for Salesforce?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **automation of tedious tasks** with GPTfy, enhancing efficiency and saving time and money.
- Users value the **automation of tedious tasks** in GPTfy:AI for Salesforce, enhancing productivity and saving time and money.
- Users appreciate the **seamless connectivity** of GPTfy:AI for Salesforce, enhancing productivity and facilitating smart conversations.
- Users value the **excellent customer support** provided by Salesforce, enhancing their experience with GPTfy:AI.
- Users value the **ease of creation** with GPTfy:AI, effortlessly building smart bots that enhance productivity and save time.

##### Cons

- Users find the **complexity of the automation flow** challenging, particularly for new users navigating integrations.
- Users find GPTfy:AI for Salesforce **difficult for non-technical users** and costly for small businesses, with some AI inconsistencies.
- New users find the **automation flow complexity** of GPTfy:AI for Salesforce challenging to understand and navigate.
- Users find the **difficult customization** process cumbersome, making integrations more complicated than expected.
- Users find the **difficult setup** for integrations cumbersome, making the process more challenging than expected.

#### What Are Recent G2 Reviews of GPTfy:AI for Salesforce?

**["Seamless AI Integration with Stellar Support"](https://www.g2.com/survey_responses/gptfy-ai-for-salesforce-review-13236829)**

**Rating:** 5.0/5.0 stars

_— Punya D._

[Read full review](https://www.g2.com/survey_responses/gptfy-ai-for-salesforce-review-13236829)

**["Streamlines Salesforce Tasks, Needs Accuracy Boost"](https://www.g2.com/survey_responses/gptfy-ai-for-salesforce-review-13249497)**

**Rating:** 4.0/5.0 stars

_— Tithee L._

[Read full review](https://www.g2.com/survey_responses/gptfy-ai-for-salesforce-review-13249497)

### [Stylo](https://www.g2.com/products/stylo/reviews)

Automated responses & translation enhancing agent productivity & brand-alignment for Zendesk. Try Stylo for free for the first 14 days. What Can Stylo Do? - Boost your agents with the efficiency and power of AI - Translate messages to and from any language - Standardize agent tone when communicating to customers - Automated ticket research and answers before you even look at the ticket - Identify and prioritize important tickets before customers escalate Stylo Assist is a no-setup-required AI assistant that lives right inside your agents' Zendesk tab, bringing the power of generative AI with ChatGPT to every ticket. Agents can auto-generate responses to a ticket, customize a response around their own input, get a summary of lengthy or complex tickets, and handle ticket translation. They'll also see relevant resources including tickets, knowledge base articles, and macros all from right inside the Assist app. Once installed, Stylo automatically integrates with your Zendesk, reading in Knowledge Base articles, previously solved tickets, and macros. Assist uses this information to generate unique messages that are specific to the customer's request, and configurable brand-level settings ensure the response is on-brand. Assist also translates any message into and out of any language in a way that sounds natural to the recipient, so that your agents can communicate naturally and effectively. Learn more at www.askstylo.com and reach out to us with any questions!

**Average Rating:** 4.6/5.0

**Total Reviews:** 13

#### How Do G2 Users Rate Stylo?

- **Ease of Admin:** 7.9/10 (Category avg: 8.9/10)
- **Retention:** 9.7/10 (Category avg: 8.9/10)
- **Ease of Use:** 9.5/10 (Category avg: 9.1/10)
- **Customer Profiles:** 9.2/10 (Category avg: 9.0/10)

#### Who Is the Company Behind Stylo?

- **Seller:** [Stylo](https://www.g2.com/sellers/stylo)
- **Year Founded:** 2020
- **HQ Location:** Boulder, CO
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=04831ed7642a10ba599f62974f4ace6e9b676565e7f65a5302acd9c8b09f25cd&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Faskstylo%2F&secure%5Burl_type%5D=linkedin_company_website)  
38 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 62% Small, 38% Large

#### What Do G2 Reviewers Say About Stylo?

_AI-generated summary from verified user reviews_

##### Pros

- Users find **customer support** for Stylo to be smooth and beneficial, enhancing their overall experience.
- Users find Stylo to be **effective** , making Zendesk usage a smooth and enjoyable experience.
- Users find the **experience improvement** with Stylo enhances their workflow, making Zendesk usage smooth and enjoyable.
- Users find Stylo's interface **intuitive** , making Zendesk usage a smooth and enjoyable experience.

#### What Are Recent G2 Reviews of Stylo?

**["Enhance productivity with Stylo"](https://www.g2.com/survey_responses/stylo-review-9530814)**

**Rating:** 4.5/5.0 stars

_— beena n._

[Read full review](https://www.g2.com/survey_responses/stylo-review-9530814)

**["Stylo is an amazing tool"](https://www.g2.com/survey_responses/stylo-review-10587476)**

**Rating:** 4.5/5.0 stars

_— Sangeeth K._

[Read full review](https://www.g2.com/survey_responses/stylo-review-10587476)

### [Frame AI](https://www.g2.com/products/frame-ai/reviews)

Frame AI is how the world’s biggest companies proactively unlock the hidden value of their data with Stream-Trigger Augmented Generation (STAG). STAG, pioneered by the PhD-led team at Frame AI, applies generative data analysis to complex natural language. The Frame AI platform synthesizes predictive signals into workflow triggers across systems, enabling organizations to orchestrate and activate unstructured data for the first time. The Frame AI platform is designed for proactivity. Rather than waiting for user queries like RAG-based chatbots e.g. OpenAI, STAG continuously monitors streaming communication to proactively mitigate risks and drive revenue opportunities across business teams. Frame AI is a strategic partner for AI data infrastructure. We work with partners and clients from identifying use cases to refining implementation, drawing on decades of experience building flexible, durable AI solutions that enrich automation and deepen human understanding. Our Enterprise API works with existing systems to enable any team to benefit from every customer conversation. The Frame AI platform drives efficiency and LTV by: • Proactively surfacing costs and opportunities well ahead of when they would appear in structured data analysis. • Enriching automation and decision-making with the root causes behind customer propensities and behaviors. • Extracting customer traits and insights from first-party data to drive revenue strategies. • Identifying cost drivers across the enterprise. • Desiloing data and empowering cross-functional stakeholders with standardized documentation and insights. • Scaling the value of total data investment by orchestrating insights and triggers across business teams.

**Average Rating:** 4.5/5.0

**Total Reviews:** 22

#### How Do G2 Users Rate Frame AI?

- **Ease of Admin:** 8.3/10 (Category avg: 8.9/10)
- **Retention:** 7.9/10 (Category avg: 8.9/10)
- **Ease of Use:** 7.5/10 (Category avg: 9.1/10)
- **Customer Profiles:** 7.0/10 (Category avg: 9.0/10)

#### Who Is the Company Behind Frame AI?

- **Seller:** [Frame](https://www.g2.com/sellers/frame)
- **Year Founded:** 2016
- **HQ Location:** New York, New York
- **Twitter:** @frame  
1,970 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=52ba2a9e50c1a38f45727b064f5c1622fde9b805b122593ebd5fd48b4ce9d922&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fframe.ai%2F&secure%5Burl_type%5D=linkedin_company_website)  
6 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Computer Software
- **Company Size:** 73% Medium, 14% Large

#### What Are Recent G2 Reviews of Frame AI?

**["Proactive Services Insights Powered by AI"](https://www.g2.com/survey_responses/frame-ai-review-9605047)**

**Rating:** 5.0/5.0 stars

_— Alexandre L._

[Read full review](https://www.g2.com/survey_responses/frame-ai-review-9605047)

**["Frame.ai - Leveling up your support insights"](https://www.g2.com/survey_responses/frame-ai-review-9557094)**

**Rating:** 4.5/5.0 stars

_— Matthew H._

[Read full review](https://www.g2.com/survey_responses/frame-ai-review-9557094)

#### What Are G2 Users Discussing About Frame AI?

- [What is Frame AI used for?](https://www.g2.com/discussions/what-is-frame-ai-used-for)

### [Eclipse AI](https://www.g2.com/products/eclipse-ai/reviews)

Eclipse AI is a generative AI tool that helps predict and prevent customer churn. Eclipse AI unifies and analyses your omnichannel voice-of-customer data and gives you actionable intelligence to drive retention.

**Average Rating:** 4.6/5.0

**Total Reviews:** 31

#### How Do G2 Users Rate Eclipse AI?

- **Ease of Admin:** 9.3/10 (Category avg: 8.9/10)
- **Retention:** 9.0/10 (Category avg: 8.9/10)
- **Ease of Use:** 8.5/10 (Category avg: 9.1/10)
- **Customer Profiles:** 9.5/10 (Category avg: 9.0/10)

#### Who Is the Company Behind Eclipse AI?

- **Seller:** [Eclipse AI](https://www.g2.com/sellers/eclipse-ai)
- **Year Founded:** 2021
- **HQ Location:** Melbourne, Victoria
- **Twitter:** @TryEclipseAI  
8 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=60dfc65381f4b8fc29a7fb8db9f2760e3820fa85d912a34a22133dc02e0b5d87&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F28417188&secure%5Burl_type%5D=linkedin_company_website)  
6 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Building Materials, Construction
- **Company Size:** 48% Medium, 42% Small

#### What Are Recent G2 Reviews of Eclipse AI?

**["Great tool to unify and analyse Voice of Customer Data"](https://www.g2.com/survey_responses/eclipse-ai-review-9751274)**

**Rating:** 5.0/5.0 stars

_— Umar Z._

[Read full review](https://www.g2.com/survey_responses/eclipse-ai-review-9751274)

**["A very facilitating tool"](https://www.g2.com/survey_responses/eclipse-ai-review-9704835)**

**Rating:** 4.0/5.0 stars

_— Sahar K._

[Read full review](https://www.g2.com/survey_responses/eclipse-ai-review-9704835)

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[Browse Retenção Proativa de Clientes Themes](/pt/categories/proactive-customer-retention/themes)

 ![Inia Debnath](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Inia Debnath")
ID

Pesquisado e escrito por [Inia Debnath](https://research.g2.com/insights/author/inia-debnath)

Updated October 3, 2024

O software proativo de retenção de clientes detecta os indicadores de risco que levam ao cancelamento e escalonamento de clientes. O cancelamento ocorre quando os clientes não recebem suporte de qualidade em sua experiência de atendimento ao cliente, como quando suas preocupações têm uma resolução lenta ou são ignoradas. Para abordar proativamente as preocupações antes do escalonamento, esse tipo de software usa tecnologias de processamento de linguagem natural (NLP), compreensão de linguagem natural (NLU) ou geração de linguagem natural (NLG) para reconhecer sentimentos e conteúdos que indicam insatisfação do cliente. A insatisfação é quantificada em uma pontuação de saúde para indicar a urgência e a gravidade do caso. A empresa pode administrar uma triagem imediata encaminhando o caso para um agente qualificado. O atendimento ao cliente proativo é a melhor defesa contra a rotatividade.

Esses produtos são usados por equipes de atendimento ao cliente e sucesso do cliente para otimizar o tempo de resposta e reduzir a probabilidade de cancelamento de clientes. Reduzir o cancelamento de clientes é uma das maneiras mais econômicas para as empresas acelerarem o crescimento. O software proativo de retenção de clientes frequentemente se integra com software de garantia de qualidade de centro de contato, software de sucesso do cliente, software CRM e software de help desk.

Para se qualificar para inclusão na categoria de Retenção Proativa de Clientes, um produto deve:

- Usar inteligência artificial para identificar o sentimento do cliente e tendências de tópicos
- Ajudar com a atribuição e roteamento inteligente e automatizado de casos
- Prever escalonamentos de casos e riscos de cancelamento de clientes
- Fornecer capacidades para analisar histórico de retenção, impacto na receita, histórico de escalonamento ou pontuações de saúde
- Integrar-se com software de help desk

Show More

### Tópicos de Retenção Proativa de Clientes

- [O que é Software de Retenção Proativa de Clientes?](#o-que-e-software-de-retencao-proativa-de-clientes)
- [Quais são os Recursos Comuns do Software de Retenção Proativa de Clientes?](#quais-sao-os-recursos-comuns-do-software-de-retencao-proativa-de-clientes)
- [Quais são os Benefícios do Software de Retenção Proativa de Clientes?](#quais-sao-os-beneficios-do-software-de-retencao-proativa-de-clientes)
- [Quem Usa Software de Retenção Proativa de Clientes?](#quem-usa-software-de-retencao-proativa-de-clientes)
- [Desafios com o Software de Retenção Proativa de Clientes](#desafios-com-o-software-de-retencao-proativa-de-clientes)
- [Quais Empresas Devem Comprar Software de Retenção Proativa de Clientes?](#quais-empresas-devem-comprar-software-de-retencao-proativa-de-clientes)
- [Como Comprar Software de Retenção Proativa de Clientes](#como-comprar-software-de-retencao-proativa-de-clientes)
- [Custo do Software de Retenção Proativa de Clientes](#custo-do-software-de-retencao-proativa-de-clientes)
- [Tendências do Software de Retenção Proativa de Clientes](#tendencias-do-software-de-retencao-proativa-de-clientes)

[
### Tópicos de Retenção Proativa de Clientes
 Expandir/Recolher ](#)
- [O que é Software de Retenção Proativa de Clientes?](#o-que-e-software-de-retencao-proativa-de-clientes)
- [Quais são os Recursos Comuns do Software de Retenção Proativa de Clientes?](#quais-sao-os-recursos-comuns-do-software-de-retencao-proativa-de-clientes)
- [Quais são os Benefícios do Software de Retenção Proativa de Clientes?](#quais-sao-os-beneficios-do-software-de-retencao-proativa-de-clientes)
- [Quem Usa Software de Retenção Proativa de Clientes?](#quem-usa-software-de-retencao-proativa-de-clientes)
- [Desafios com o Software de Retenção Proativa de Clientes](#desafios-com-o-software-de-retencao-proativa-de-clientes)
- [Quais Empresas Devem Comprar Software de Retenção Proativa de Clientes?](#quais-empresas-devem-comprar-software-de-retencao-proativa-de-clientes)
- [Como Comprar Software de Retenção Proativa de Clientes](#como-comprar-software-de-retencao-proativa-de-clientes)
- [Custo do Software de Retenção Proativa de Clientes](#custo-do-software-de-retencao-proativa-de-clientes)
- [Tendências do Software de Retenção Proativa de Clientes](#tendencias-do-software-de-retencao-proativa-de-clientes)

## Saiba Mais Sobre Software Proativo de Retenção de Clientes

### O que é Software de Retenção Proativa de Clientes?
 

O software de retenção proativa de clientes (PCR) ajuda as equipes de suporte ao cliente e gerentes de sucesso a rastrear tendências de problemas e riscos de churn antes que se tornem problemas maiores. Ele faz isso usando processamento de linguagem natural (NLP) para rastrear o sentimento do cliente e modelos de aprendizado de máquina para prever tendências de problemas. Outras variantes mais sofisticadas podem usar geração de linguagem natural (NLG) e [compreensão de linguagem natural (NLU)](https://www.g2.com/categories/natural-language-understanding-nlu) automação para entender melhor o feedback sobre o design do produto.

 

Esses produtos podem fornecer uma análise rápida de tendências de reclamações de clientes e disseminar suas descobertas para todo o departamento em minutos. Isso ajuda a complementar os atuais especialistas em assuntos (SMEs) cobrindo seus pontos cegos, facilitando a comunicação intra-equipe e desenvolvendo SMEs em potencial, desenvolvendo sua expertise com exemplos de tendências a serem reconhecidas e antecipadas. O software atua como um parceiro e guia para as equipes de suporte ao cliente — tudo com o objetivo de promover a lealdade do cliente por meio de um serviço de qualidade, já que clientes satisfeitos são clientes leais.

 

Este software simplifica o processo de trabalho das equipes de atendimento ao cliente, automatizando tarefas rotineiras, melhorando a comunicação entre equipes e gerando relatórios de saúde do cliente. Para empresas que operam em um modelo de negócios baseado em assinatura, como SaaS, PaaS, etc., cada cliente ou assinante perdido representa uma perda de receita.

 

### Quais são os Recursos Comuns do Software de Retenção Proativa de Clientes?
 

Os produtos PCR contêm esses recursos principais como parte de seu pacote:

 

**Análise de texto:** A maior parte do trabalho pesado do software PCR é realizada por suas capacidades de NLP para rastrear automaticamente o conteúdo das reclamações dos clientes em dados de engajamento do cliente para identificar tendências. A capacidade de detectar palavras-chave e termos-chave é crítica para fornecer às equipes de suporte ao cliente o contexto necessário para abordar cada caso com o máximo de familiaridade e preparação possível.

 

**Análise de sentimento:** A gravidade de cada caso é determinada pelo conteúdo da interação e pelos padrões de comportamento de cada cliente. Automatizar essa capacidade de detecção de sentimento aumenta as capacidades de resposta da equipe com uma noção das frustrações atuais que o cliente está experimentando e se houve um padrão em interações anteriores.

 

**Algoritmos preditivos:** O recurso principal do software PCR é sua capacidade de detectar indicadores-chave para antecipar tendências de problemas com base em dados históricos e reconhecimento de padrões. O objetivo é evitar que escalonamentos ocorram em primeiro lugar por meio de ações preventivas, como contato preventivo, priorização do tempo de resposta e solução de problemas antes que os clientes vejam a necessidade de solicitar assistência.

 

**Pontuações de saúde:** Cada perfil de cliente recebe uma pontuação de saúde para determinar sua probabilidade de atrito. Os gerentes de sucesso do cliente são informados sobre fatores de risco e podem fornecer triagem sobre quais casos requerem atenção imediata. A capacidade de resposta do suporte, o número de escalonamentos anteriores, a atividade do perfil, etc., todos contribuem para a pontuação de saúde.

 

**Escalonamento de casos:** O PCR prioriza casos considerados urgentes e os encaminha para os agentes apropriados para o tempo de resposta e resolução mais rápidos. Alguns agentes são mais experientes e, portanto, estão mais bem equipados para lidar com casos mais complexos. O roteamento inteligente também pode levar em consideração a expertise em assuntos ao encaminhar para o gerente de caso mais adequado.

 

### Quais são os Benefícios do Software de Retenção Proativa de Clientes?
 

Os seguintes são os benefícios oferecidos pelo software de retenção proativa de clientes.

 

**Sucesso do cliente:** A taxa de churn de clientes é impulsionada principalmente por um atendimento ao cliente ruim ou tempo de resposta lento. O software PCR fornece às equipes de sucesso do cliente pontuações de saúde em tempo real com base na análise de sentimento, tempo de reação e frequência de escalonamento. Isso ajuda os gerentes de sucesso do cliente (CSMs) a estarem equipados com as informações mais atualizadas ao criar a melhor experiência para o cliente.

 

**Produtividade:** Os bancos de dados de perfis de clientes podem ser extensos, com relacionamentos que se estendem por anos e uma carga de casos grande e variada. Ter o reconhecimento de padrões de IA para rastrear tendências problemáticas de reclamações e métricas de saúde do cliente ajuda os agentes de serviço ao cliente a realizar proativamente o contato com clientes em risco. Os profissionais de atendimento ao cliente podem manter sua produtividade ao resolver problemas antes que eles saiam do controle.

 

**Treinamento:** As equipes de suporte ao cliente requerem tempo e treinamento substanciais para desenvolver sua intuição para reconhecer tendências problemáticas e casos de alto risco. O processo de integração é um ponto de desenvolvimento crítico para garantir que nenhum mau hábito seja consolidado durante o treinamento. Com o uso correto, o software PCR pode ser mais do que uma muleta no desenvolvimento profissional do agente, mas mais de um companheiro virtual para guiá-los em seu caminho para a maestria. Isso pode reduzir drasticamente o tempo para a maestria das equipes de suporte.

 

**Triagem:** Caso uma crise ocorra, as ferramentas PCR ajudam a priorizar o cliente que requer suporte urgente e alocar rapidamente o profissional mais qualificado para resolver a reclamação do cliente. Isso capacita as equipes a coordenar e comunicar melhor sobre quais desafios estão mais aptos a resolver. Para estratégias de retenção de clientes, novos clientes experimentam a maior satisfação quando sentem que seus problemas são resolvidos de forma decisiva, e clientes existentes experimentam a maior satisfação quando recebem suporte consistente e de qualidade.

 

**Feedback do produto:** As soluções PCR podem ajudar a rastrear tendências no conteúdo das mensagens, fornecendo insights sobre quais dificuldades técnicas consistentes os clientes experimentam e quais recursos atendem às expectativas dos clientes. Por sua vez, as equipes de produto podem usar esse feedback no desenvolvimento de produtos para abordar quaisquer pontos de dor imediatos que as equipes de CS abordam regularmente.

 

### Quem Usa Software de Retenção Proativa de Clientes?

As equipes de negócios que mais se beneficiam dos produtos PCR são aquelas que constroem relacionamentos de longo prazo com sua base de clientes. As ferramentas PCR fornecem insights qualitativos ao longo do tempo, o que ajuda a construir a história da experiência do cliente.

**Equipes de suporte ao cliente:** As equipes de suporte ao cliente de linha de frente podem experimentar cargas de trabalho pesadas quando um negócio enfrenta um problema ou erro de serviço inesperado. Ter um produto PCR alertando-os sobre tendências pode melhorar muito sua capacidade de se antecipar ao problema e criar "respostas enlatadas" de resolução padrão em vez de serem pegos de surpresa.

**Gerentes de sucesso do cliente:** Os CSMs se beneficiam mais deste produto, pois são designados para gerenciar e manter um portfólio inteiro de contas. Com sua atenção distraída ou melhor atribuída em outro lugar, o software PCR atua como um parceiro para observar os pontos cegos do CSM em busca de quaisquer tendências alarmantes que possam afetar a integridade de seu portfólio.

**Gerentes de produto:** Gerentes de produto com conhecimento em dados monitoram de perto o feedback dos clientes nos canais de suporte ao cliente de seus negócios. Embora o volume de conteúdo seja grande, ter o software PCR filtrando-o por termos-chave e sentimentos pode fornecer insights críticos sobre os pontos de dor de seu produto.

#### Software Relacionado ao Software de Retenção Proativa de Clientes

Soluções relacionadas que podem ser usadas junto com o software de retenção proativa de clientes incluem:

[Software CRM](https://www.g2.com/categories/crm) **:** O software de gerenciamento de relacionamento com o cliente (CRM) é responsável por registrar e manter interações entre uma empresa, seus prospects e seus clientes. Onde o software PCR se concentra principalmente em manter relacionamentos com clientes atuais, as ferramentas CRM podem se integrar com soluções PCR usando o mesmo banco de dados para mover clientes potenciais para os perfis de clientes atuais do software PCR. Os dados de interação cliente-empresa coletados pelo software CRM também podem ser fornecidos às ferramentas PCR como um ponto de dados adicional para prever e rastrear tendências de clientes.

[Software de análise de feedback](https://www.g2.com/categories/feedback-analytics) **:** O software de análise de feedback é semelhante às ferramentas PCR, mas não se concentra no risco de churn ou escalonamento de clientes. Ele se concentra em fornecer relatórios de análise para extrair insights de dados de texto não estruturados. Ele só tem a capacidade de operar reativamente aos riscos de churn de clientes, o que o torna uma excelente ferramenta para complementar as capacidades de uma ferramenta PCR, fornecendo uma visão mais ampla das oportunidades de engajamento do cliente do que apenas o conteúdo de prevenção de escalonamento.

### Desafios com o Software de Retenção Proativa de Clientes

Dada a natureza das soluções tecnológicas impulsionadas por IA, há preocupações que devem ser levadas em consideração ao adotá-las no conjunto de tecnologias.

**Qualidade dos dados:** Todos os instrumentos de aprendizado de máquina, como NLP, NLG e NLU, requerem um conjunto de dados completamente limpo para treinar os algoritmos de aprendizado de máquina. Este processo não deve ser tratado levianamente, e os dados inseridos na ferramenta PCR podem impactar seu desempenho se os exemplos forem mal registrados ou rotulados incorretamente.

**Confiança:** A confiança nas capacidades da IA para substituir ou apoiar a intuição humana é um obstáculo difícil de superar ao apresentar a profissionais experientes e veteranos uma alternativa impulsionada por IA para ajudá-los em suas responsabilidades. Essa preocupação não é infundada, dado o histórico de chatbots substituindo representantes de suporte ao cliente nesta indústria. Embora uma equipe possa ser lenta para aprender ou confiar no PCR para ajudar com sua carga de trabalho, também há a possibilidade de que outros rejeitem completamente sua adoção.

### Quais Empresas Devem Comprar Software de Retenção Proativa de Clientes?

O uso de software PCR depende fortemente do modelo de negócios que ele está tentando apoiar. Os dados que ele usa para detectar indicadores de churn são derivados de interações de clientes de longo prazo existentes ao longo do tempo.

**SaaS, PaaS, etc. B2B:** Modelos de negócios baseados em assinatura e aqueles que se concentram em produtos B2B se beneficiam mais do software PCR. Modelos de negócios SaaS B2B têm bases de clientes com dinâmicas de construção de relacionamento de longo prazo. Os produtos PCR funcionam melhor com conjuntos de dados comportamentais longitudinais para treinar seus modelos preditivos. As equipes de suporte ao cliente também podem empregar ferramentas PCR, pois podem detectar tendências de problemas em toda a equipe.

**SaaS, PaaS, etc. B2C:** Empresas B2C também podem se beneficiar da adoção de produtos de software PCR. A capacidade das soluções PCR de detectar tendências em reclamações de clientes dentro de todo o departamento é um ativo valioso para qualquer equipe de atendimento ao cliente que deseja se antecipar a uma crise de atendimento ao cliente. Pode ser uma onda de reclamações de um produto que de repente caiu ou certos grupos demográficos experimentando erros que outras populações não estão, uma ferramenta PCR pode digerir uma quantidade enorme de dados qualitativos simultaneamente em muitas chamadas e canais.

### Como Comprar Software de Retenção Proativa de Clientes

#### Levantamento de Requisitos (RFI/RFP) para Software de Retenção Proativa de Clientes

Ao selecionar um produto de software PCR para complementar as necessidades do cliente da empresa, o escopo do serviço precisa ser considerado. O número de canais (SMS, e-mail, chat, mídia social, etc.) é importante porque a IA precisa ser otimizada para certos tipos de conteúdo. O armazenamento e a formatação de dados também são questões importantes porque o produto PCR precisará ser capaz de acessar os dados históricos da empresa para fazer previsões e análises.

#### Comparar Produtos de Software de Retenção Proativa de Clientes

**Crie uma lista longa**

Uma vez que a necessidade de um produto PCR foi identificada, uma lista de produtos compatíveis precisa ser compilada. Alguns produtos podem atender empresas de nível empresarial, enquanto outros são mais adequados para empresas médias e pequenas. A autoconsciência das capacidades da empresa é crítica para determinar o melhor ajuste.

**Crie uma lista curta**

Após criar uma lista longa, questões mais imediatas como preços, preferência de plataforma e escalabilidade requererão a atenção da empresa. Neste ponto, os critérios de seleção terão que ser progressivamente mais rigorosos à medida que uma decisão final precisa ser tomada. Considerações adicionais como preocupações orçamentárias, compatibilidade de integração e compatibilidade de banco de dados precisam ser levadas em conta.

**Conduza demonstrações**

Demonstrações devem fazer parte de todas as compras significativas de software, quando possível. Tais adoções devem sempre ter o apoio dos principais usuários, que neste caso seriam os departamentos de sucesso do cliente e suporte ao cliente. Estas são oportunidades perfeitas para resolver quaisquer problemas de compatibilidade nos usuários que têm problemas com a interface do usuário ou se o hardware técnico é compatível com o conjunto de tecnologias existente.

#### Seleção de Software de Retenção Proativa de Clientes

**Escolha uma equipe de seleção**

Ao realizar demonstrações, inclua os usuários do software, seus respectivos gerentes, profissionais de TI, o departamento jurídico, equipes de engenharia de dados ou ciência ou análise, e gerentes de produto. Eles oferecem uma perspectiva única sobre como o software interagirá com a infraestrutura de dados atual da empresa, impactará a experiência do usuário e terá a implementação criativa do software ainda não considerada.

**Negociação**

Após selecionar a lista de fornecedores de serviços de software prospectivos da empresa e demonstrar as capacidades de cada produto de interesse, as negociações estão em ordem. Ter duas ou três opções ajuda a determinar qual produto oferece o melhor custo-benefício.

**Decisão final**

A decisão final deve ser tomada com a contribuição de todas as equipes envolvidas, SMEs e usuários. É melhor selecionar o produto que atende às necessidades do negócio, já que não há opção perfeita disponível. Também é possível considerar a implementação de um programa piloto para a adoção do produto de software. Se necessário, a empresa pode realizar a adoção em etapas para que as equipes possam facilmente fazer a transição para o uso do software.

### Custo do Software de Retenção Proativa de Clientes

Os custos do software de retenção proativa de clientes variam com base em vários fatores, incluindo o tamanho da empresa, os recursos do software e o modelo de preços do fornecedor.

Muitas ferramentas de retenção proativa de clientes operam em uma base de assinatura, que pode variar de taxas mensais de até $300 para pequenas empresas a vários milhares de dólares para grandes empresas que exigem recursos e suporte extensivos.

Os recursos que afetam o custo incluem análise de dados, capacidades de comunicação personalizada, integração com sistemas CRM existentes e automação de campanhas de retenção. Alguns fornecedores podem oferecer planos de preços em camadas com diferentes níveis de recursos, enquanto outros podem fornecer preços personalizados com base nas necessidades e escala específicas do negócio. Além disso, custos de implementação e treinamento podem estar associados à colocação do sistema em funcionamento, o que pode aumentar o gasto total.

### Tendências do Software de Retenção Proativa de Clientes

- [IA](https://www.g2.com/articles/what-is-artificial-intelligence) **e** [Integração de Aprendizado de Máquina](https://www.g2.com/articles/what-is-machine-learning) **:** As empresas estão integrando IA e aprendizado de máquina no software de retenção de clientes para aprimorar as capacidades preditivas. Essas tecnologias analisam vastas quantidades de dados de clientes, descobrindo padrões e tendências que podem não ser imediatamente visíveis aos olhos humanos. Por exemplo, a IA avalia fatores como histórico de compras, frequência de interação e sentimento do cliente para prever a probabilidade de churn. Esses insights permitem que as empresas se envolvam preventivamente com clientes em risco usando ofertas direcionadas ou comunicação personalizada, aumentando a probabilidade de retenção. Além disso, as empresas estão usando cada vez mais chatbots impulsionados por IA para lidar com consultas básicas de atendimento ao cliente, liberando agentes humanos para se concentrarem em questões mais complexas.
- **Adaptação à economia de assinatura:** À medida que mais indústrias adotam modelos de assinatura, as ferramentas de retenção de clientes devem abordar os desafios específicos de manter a lealdade dos assinantes. Elas gerenciam ciclos de faturamento, identificam padrões de uso que indicam desengajamento e implementam estratégias de retenção como recompensas de lealdade ou conteúdo exclusivo. O software projetado para a economia de assinatura geralmente inclui ferramentas automatizadas que lidam com cancelamentos de forma delicada e guiam os clientes de forma tranquila através das renovações de assinatura.

Escrito e pesquisado por [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)