ZapScale or Vitally
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ZapScale vs. Vitally: How to select the right tool for your CS team
Founded in 2017, Vitally is a great tool for customer success teams to maximize productivity for customer success teams. However, TrustRaius suggests that users have faced some challenges in using Vitally’s customer success software. Let’s take a look at them. Source.
Design
While Vitally offers a range of features, user reviews highlight areas for improvement. Some users suggest the note section could be expanded for better organization, and the dashboard layout with filters could be more intuitive to allow for easier customization and view saving. Additionally, there's an opportunity to refine the interface terminology for enhanced clarity, potentially reducing user confusion.
How can ZapScale solve this problem?ZapScale is designed with deep understanding, born from extensive research alongside SaaS founders and CS teams. This dedication to user experience (UX) translates into an intuitive interface (UI) that prioritizes ease of use, which is why G2 has awareded ZapScale with the “Easiest to use” badge for 2 consecutive seasons. ZapScale is the simplest customer success software on the market. Want to know more about ZapScale, click here.
Consolidated dashboard
While Vitally product offers various functionalities, user feedback suggests room for streamlining information flow. Many users requested a consolidated feed displaying activities, completed tasks, emails, health data, notes, playbook updates, and project changes. Having to access each item individually is seen as cumbersome. Furthermore, requests for more granular role-based access control, improved analytics, and better contact and conversation management capabilities highlight areas for potential improvement.
How can ZapScale solve this problem?With ZapScale, you can gain real-time insights into your business health with its customizable dashboard. You can unify all your critical metrics – business-related, customer-centric, tasks, and actionable insights – in one central location. This empowers you to make data-driven decisions and optimize performance.
ZapScale prioritizes customer success with its centralized command center. You can track key metrics like Net Revenue Retention (NRR), churn rate, product usage, and feature adoption to identify potential gaps and opportunities. This proactive approach ensures your customers have a seamless experience and maximizes their value from your product.
Customer Reviews: ZapScale vs Vitally
Customer feedback is crucial when selecting a customer success software that aligns with your business needs. Popular platforms like G2 offer valuable insights from real users. While both Vitally and ZapScale boast positive reviews, ZapScale stands out with the highest customer rating in this category.
General Ratings
G2 user reviews consistently praise ZapScale for its intuitive design and unmatched ease of use. The user-friendly interface empowers even new users to navigate the platform with ease. Furthermore, ZapScale boasts a remarkably swift implementation process, getting you up and running in just one day. This translates to faster time-to-value and a seamless user experience for your entire team.
| ZapScale | Vitally | |
|---|---|---|
| Meets Requirements | 9.2 | 8.8 |
| Ease of Use | 9.5 | 8.6 |
| Ease of Setup | 8.9 | 8.4 |
| Ease of Admin | 8.5 | 8.9 |
| Quality of Support | 9.8 | 9.0 |
| Ease of Doing Business | 9.3 | 9.2 |
| Product Direction (%) | 10.0 | 8.9 |
Customer Information
ZapScale's pre-built health score framework, powered by 40 health KPIs, offers a comprehensive 360-degree view of your customer base. This data-driven approach allows you to proactively identify potential issues early and address them.
Furthermore, ZapScale empowers personalized engagement. You can easily segment your customers and leverage dynamic, customizable playbooks to tailor your outreach and maximize customer success.
| ZapScale | Vitally | |
|---|---|---|
| Customer Health Scores | 9.2 | 8.8 |
| Customer Monitoring | 9.3 | 8.9 |
| Customer Profiles | 8.8 | 8.7 |
| Playbooks | 8.8 | 8.6 |
| Customer Segments | 8.8 | 8.6 |
| Product Engagement | 8.8 | 8.6 |
| Surveys | 8.2 | 7.9 |
Predictions
SaaS businesses can leverage ZapScale's innovative AI model to gain a competitive edge. ZapScale analyzes over 40 customer health dimensions, enabling proactive identification of potential churn risks. By anticipating customer needs and addressing challenges before they arise, businesses can significantly reduce churn rates. Additionally, ZapScale unlocks upsell opportunities by highlighting high-value customer segments. This data-driven approach empowers businesses to optimize their customer success strategy and maximize sustainable revenue growth.
| ZapScale | Vitally | |
|---|---|---|
| Churn Risks | 9.8 | 8.1 |
| Upsell Opportunities | 9.1 | 7.7 |
| Custom Triggers | 9.2 | 8.7 |
| Machine Learning | 8.5 | 7.1 |
Platform
Customer success professionals consistently rank ZapScale highly on G2. These positive reviews highlight ZapScale's ability to effectively meet business needs and deliver exceptional ongoing product support. Furthermore, users express a strong preference for ZapScale's development direction, feature updates, and product roadmap compared to Vitally.
| ZapScale | Vitally | |
|---|---|---|
| Reporting & Dashboards | 9.0 | 8.1 |
| API & Integrations | 9.3 | 8.6 |
| Data Imports & Export Tools | 9.0 | 8.3 |
| Workflow Capability | 9.2 | 8.4 |
| Notification | 9.3 | 8.4 |
| Customization | 8.9 | 8.6 |
| Scalability | 9.0 | 8.8 |
| Data Security | 9.4 | 9.1 |
| Performance & Reliability | 9.5 | 9.0 |
| User, Role & Access | 9.4 | 8.8 |
ZapScale’s Different
We’re the easiest customer success platform out there. Here are 8 compelling reasons why:ZapScale vs Vitally Features Comparison*
| Detail Feature List | ZapScale | Vitally |
|---|---|---|
| Customer Information | ||
Customer Profiles | Pre-built, customizable customer profiles | |
Customer Health Scores | 40 pre-built KPI driven world's deepest customer health | Manual. Rule based. Imperfect |
Customer Monitoring | ||
Customer Segments | Pre-built, customizable customer segmentation | |
Product Engagement | Full-stack support for pages visited, time spent and features adopted | |
Product Feature Usage Tracking | Drag and drop pins on your product to track feature adoption | |
Product Outcome Tracking | API-driven data ingestion of product outcomes that become health KPIs and churn predictors using AI | |
Historical Trends of Customer Data | You can lookback to any day/week/month/quarter/year in the past to see the customer data snapshot at that time | |
Historical Data Retention | Infinite | Depends on your package |
User Health Scores | 10 pre built KPI driven world's deepest user health | |
Multi-tiered Customer Data Hierarchy (Group -> Organization -> Location -> Product etc.) | Supports any depth of customer-level data hierarchy | |
Add custom fields | Unlimited | Limited |
| Analytics | ||
Health Trend Analytics | Health aggregated daily, weekly, monthly, quarterly and yearly. Trends available at all these time slices | Only point in time data visibility |
Net Promoter Score (NPS) | ||
Customer Satisfaction (CSAT) Score | ||
Business Growth Trends |