10 Best Customer Retention Software To Consider in 2025

2. ProProfs Survey Maker

I’ve personally used ProProfs Survey Maker on multiple projects, especially when we needed something that wasn’t just “a survey tool” but also flexible enough to run quizzes, polls, and post-training feedback across web and mobile. It’s convenient when you’re trying to figure out why customers drop off or what keeps them loyal, and want to ask in a way that actually gets answers.

This one checks many boxes for founders who want fast setup, flexible formats, and actionable insights without digging through dashboards.

Best For: Teams wanting a flexible, no-code platform to launch surveys, quizzes, and feedback forms across channels

Key Features:

• 100+ templates with scored, personality, and NPS quizzes
• Drag-and-drop survey editor with branching logic
• Mobile, website, and email deployment options
• Sidebar feedback buttons for non-intrusive data capture
• Survey translation into 40+ languages
• Custom branding, flexible design controls
• Supports GDPR compliance and advanced access control

What You’ll Like:

• Easy to set up across touchpoints — no coding needed
• Combines lead generation, retention, and feedback in one tool
• Works well for small teams and fast-moving experiments
• You can even gamify feedback with interactive quizzes

User Rating: 4.8/5 (Capterra)

User Review: “Using the built-in template to creating a survey is very easy and fast, as most of the item is already here and i only need to choose which question sets that compatible with my survey objective.” — Shahrul, Information Technology Assistant 

Pricing: Starts at $19.99/month. Forever Free Plan available with access to all premium features

3. ChurnZero

Image Source: Churnzero

I first heard about ChurnZero from a friend running customer success at a mid-stage SaaS company. Their team was drowning in spreadsheets, trying to track at-risk accounts, and nothing ever flagged issues soon enough. After switching to ChurnZero, they started getting early alerts based on usage drop-offs and automated outreach to save those accounts. It didn’t just reduce churn — it gave the CS team a real playbook.

ChurnZero isn’t your all-purpose feedback tool — it’s a focused platform for teams managing recurring revenue and customer health across high-touch accounts.

Best For: Customer success teams needing real-time visibility into account health and churn risk

Key Features:

• Health scoring based on custom product usage triggers
• Churn alerts with suggested actions
• Automated success journeys with in-app messaging
• Account segmentation and lifecycle dashboards
• Customer success playbooks and task management
• Integration with CRM and billing tools for end-to-end insight

What You’ll Like:

• Gives CS teams proactive control over retention
• Automates repetitive outreach while preserving personalization
• Useful dashboards for exec reporting and board meetings
• Tailored specifically for B2B SaaS with success teams

User Rating: 4.7/5 (G2)

User Review: “ChurnZero helps keep me organized and informed regarding the health of my accounts. Whenever you try to copy a contact’s email, ChurnZero always wants to keep the email in-house so a pop-up email window opens. I would like to just be able to copy the whole email.” — Molly P., Account Manager

Pricing: Custom pricing based on business size and integrations

4. Gainsight

Image Source: Gainsight

A while back, in a Slack community for product-led growth teams, someone asked: “What’s the best tool to manage retention at scale across CS, product, and marketing?” About half the replies pointed to Gainsight. It’s one of those platforms you don’t start with — but once you hit scale, it helps stitch together everything from onboarding to expansion. One growth lead called it their “revenue insurance layer.”

That said, Gainsight’s strength is in orchestration — not speed or simplicity. If Qualaroo is how you listen in real time, Gainsight is how you build systems around what you’ve learned.

Best For: Mid to large businesses needing an enterprise-grade platform to manage retention across teams and workflows

Key Features:

• In-app guides, onboarding checklists, and walkthroughs
• Surveys with skip logic, advanced targeting, and localization
• Health scoring, user sentiment tracking, and behavior-based triggers
• Knowledge center bot and resource delivery inside product
• Workflow automation across teams (CS, product, sales)
• Deep analytics for response trends, usage, and engagement
• Custom dashboards and revenue insights

What You’ll Like:

• Rich, multi-touch onboarding flows
• Combines CS, product, and support into one platform
• Detailed reporting for execs and cross-functional teams
• Strong fit for PLG or enterprise SaaS businesses with large teams

User Rating: 4.5/5 (G2)

User Review: “As an individual contributor, it makes it easy to see all of the relevant information I need about the customer, account and account history in one single place. I wish it was easier to create dashboard myself, instead I have to rely on our Gainsight admin in order to do this.” — Greg W., Senior Customer Success Manager

Pricing: Custom pricing based on business size and feature needs

5. Zendesk

Image Source: Zendesk

Zendesk came up during a support revamp I helped with for a fast-growing DTC brand. Their biggest pain point? Customer tickets piling up and no system to track SLAs or response time. We set up Zendesk to centralize support across email, chat, and social — and immediately saw a drop in missed messages and a bump in CSAT.

Zendesk isn’t built to capture feedback like Qualaroo — but it absolutely helps retain customers by solving their problems fast.

Best For: Support teams needing help desk automation and ticketing across multiple channels

Key Features:

• Omnichannel ticketing (email, social, chat, and more)
• SLA workflows, priority rules, and agent activity tracking
• Canned responses, macros, and custom ticket fields
• Real-time collaboration between internal teams
• Knowledge base integration for self-service
• Robust analytics and satisfaction scoring
• Mobile app support and customer history tracking

What You’ll Like:

• Streamlines all support into one place
• SLA workflows help manage response quality at scale
• Easy for teams to collaborate without losing ticket history
• Strong app marketplace for extensions and add-ons

User Rating: 4.3/5

User Review: “I like that I can easily setup workflows and multiple triggers to keep tickets moving. I do not like that to use some of the more advanced parts of Zendesk you pretty much need to be a developer or spend some of your devs time helping setup some back end bit.” — Miguel C., Senior Customer Support Operations Specialist

Pricing: Starts at $55/agent/month

6. Encharge

Image Source: Encharge.io

I discovered Encharge through a founder friend who runs a lean B2B SaaS and needed to automate user onboarding emails based on actual behavior, not just time-based drip sequences. They’d outgrown Mailchimp but didn’t want to spend weeks wiring up complex flows. 

With Encharge, they could map journeys visually and trigger messaging when users hit (or miss) key milestones. Churn dropped, and trial conversions climbed. Encharge is for teams who want behavior-based automation, not just batch email.

Best For: Businesses needing behavior-driven email flows and lifecycle messaging without a heavy CRM stack

Key Features:

• Visual journey builder with drag-and-drop logic
• Event-based triggers from product usage or CRM data
• Email templates, A/B testing, and segmentation
• Automation based on signups, plan changes, inactivity, and more
• User profiles enriched with activity and lifecycle stage
• Role-based access and collaboration support
• GDPR compliant

What You’ll Like:

• Intuitive journey mapping even for non-technical teams
• Connects easily to Stripe, Segment, Intercom, and CRMs
• Let’s you build onboarding, nurture, and reactivation flows in one tool
• Scales well for SaaS, content, or subscription businesses

User Rating: 4.7/5 (G2)

User Review: “I purchased Encharge (https://encharge.io/) because I needed to send emails in bulk and was looking for an alternative to more well-known and expensive email marketing tools. To make it work at its best, it is necessary to perform some technical operations, such as domain verification, but the instructions are clear. You cannot delete users from a segment in bulk. It is not very simple to implement.” — Andrea V., Technical Engineer

Pricing: Starts at $99/month

7. Userpilot

Image Source: Userpilot

Userpilot came up in a mastermind group I’m part of, where a few founders were comparing onboarding tools. One saw user drop-off right after signup — people weren’t finding the “aha” moment quickly enough. They rolled out in-app checklists and interactive walkthroughs with Userpilot, and within weeks, product adoption spiked.

If Qualaroo helps you understand why users churn, Userpilot enables you to show them what to do next, and guide them through it.

Best For: Product teams wanting to improve onboarding, feature adoption, and in-app engagement for web apps

Key Features:

• In-app tours, onboarding flows, and feature highlights
• Checklists, modals, tooltips, and slideouts
• Custom segmentation for targeted experiences
• Built-in NPS and survey widgets (basic)
• Real-time usage tracking and experience analytics
• Role-based access and localization support
• No-code builder for fast deployment

What You’ll Like:

• Fast way to build onboarding without engineering
• Helpful for guiding users to key features post-signup
• Segmented experiences for new vs. returning users
• Great fit for SaaS tools following a product-led growth model

User Rating: 4.6/5 (G2)

User Review: “Not the easiest product to learn to use unfortunately and there are some usability issues and off-color design/ux choices in the use of the product. Creating segments or using segments isn’t always straight forward. Viewing data from surveys can be tricky as well where button clicks aren’t considered as an answer.” — Shahriar E., Product Designer

Pricing: Starts at $299/month

8. Kissmetrics

Image Source: Kissmetrics

I first used Kissmetrics when we were trying to figure out why users weren’t coming back after signing up. Traditional analytics told us what pages were popular, but not how individual users were behaving across sessions. Kissmetrics filled that gap by showing us which segments were sticking, which were bouncing, and how usage correlated with conversions.

It’s not for surveys or feedback, but it’s a strong analytics layer if you want behavioral clarity over time.

Best For: Teams wanting to track user behavior, funnel performance, and retention trends over time

Key Features:

• Event-based tracking across web and mobile
• Behavioral cohorts and lifetime value analysis
• Campaign attribution and ROI reporting
• A/B test performance tracking
• Multi-device session tracking
• Customer segmentation and filtering
• Custom dashboards with retention KPIs

What You’ll Like:

• Helps you spot drop-offs across the user journey
• Connects marketing performance with product usage
• Supports funnel optimization and churn analysis
• Ideal for SaaS or ecommerce teams focused on LTV and CAC

User Rating: 4.1/5 (G2)

User Review: “I like being able to monitor my company’s marketing by conducting a geographic study of consumer behavior concerning services. One thing I don’t like is that they charge extra for simple services, lack qualified support staff to handle all customer inquiries, and sometimes take a long time to respond to requests for information.” — Keyla A., Project Management

Pricing: Custom pricing based on volume and tracking needs

9. Optimizely

Image Source: Optimizely

A product manager I worked with once said, “We don’t have a retention problem — we have a guessing problem.” That’s when they brought in Optimizely. They needed to test different onboarding flows, pricing page layouts, and feature placements to see what moved the needle. 

Within weeks, they had data-backed answers to what had previously been gut decisions. Optimizely is for teams who believe retention starts with experiments, not assumptions.

Best For: Product and growth teams needing controlled A/B testing and experimentation at scale

Key Features:

• Multivariate and split testing
• Visual editor for non-technical changes (WYSIWYG)
• Performance Edge for faster experiment delivery
• Rollouts and feature flagging
• Server-side and client-side experimentation
• Audience targeting and behavioral filters
• Results dashboards with statistical confidence

What You’ll Like:

• Lets you test onboarding flows, pricing, CTAs, and UX
• Helps validate changes before rolling them out broadly
• Good for data-driven teams optimizing over time
• Strong developer tools plus a no-code editor

User Rating: 4.3/5 (G2)

User Review: “While Web Experimentation offers remarkable speed and flexibility, it also opens the door to some real risks if not used with discipline. The very thing that makes it powerful – its ability to bypass the usual delivery pipeline – also makes it dangerously easy to misuse.” — Nicholas H., Practice Lead

Pricing: Custom pricing based on usage and experimentation needs

10. ProProfs Knowledge Base

I’ve used ProProfs Knowledge Base on multiple projects, especially when we needed a simple, searchable help center that didn’t require technical setup. For one product launch, we used it to host onboarding guides, troubleshooting content, and FAQs. Support tickets dropped, and users got what they needed faster, without emailing us.

This is a reliable, no-frills solution for reducing friction and helping users solve problems independently.

Best For: Teams or businesses needing a searchable, self-service help center to reduce support load and improve onboarding

Key Features:

• Customizable help sites with role-based permissions
• Google-like search, article templates, and revision tracking
• Drag-and-drop editor with image, video, and file embedding
• Support for multiple knowledge bases under one dashboard
• SEO-friendly content structure and indexing
• Vault feature for backups and content recovery
• Insightful reports on content usage and user feedback

What You’ll Like:

• Fast to launch, easy to update
• Great for support teams, product onboarding, and training
• Reduces repetitive tickets and improves time-to-resolution
• Helps users find answers without waiting for help

User Rating: 4.6/5 (Capterra)

User Review: “ProProfs Knowledge Base offered unique tools for attending customer enquiries to our organization. In fact, our customers keep praising us about the convenience we offer through help widgets.” — Sylvia S., Relationship Expert

Pricing: Starts at $49/month. Forever Free Plan available with all premium features

How to Choose the Right Customer Retention Tool

Not every business needs the same tool, because not every churn problem looks the same.

Some teams need to reduce friction during onboarding. Others need to hear directly from users. Others still are drowning in tickets or struggling to follow up. This section helps you pinpoint what kind of issue you’re solving — and exactly which tools to use for it.

1. “I don’t know why users are churning.”

This is the most important problem to solve—and the easiest to ignore. If you don’t ask users why they leave, you’re building blind.

You need:

• In-the-moment feedback (exit intent, inactivity, hesitation)
• Behavioral targeting and audience filters
• NPS, CSAT, and open-ended surveys
• Sentiment analysis and visual reporting
• Mobile SDK + website support
• GDPR compliance and full branding control

The Right Tool:

• Qualaroo — The only tool in this list built specifically to surface why users drop off, not just what they did. Place surveys at drop-off points, analyze responses instantly with AI sentiment analysis, and fix retention leaks based on real insight.

If you’re starting anywhere, start here.

2. “Users aren’t getting value fast enough.”

Your onboarding isn’t broken — but it’s probably unclear or too passive.

You need:

• Product tours, checklists, and in-app tooltips
• Targeted experiences for new vs. returning users
• Fast setup without dev involvement
• Ability to measure and improve flows

The Right Tools:

• Userpilot — A strong pick for no-code onboarding UX.
• Qualaroo — Use it alongside onboarding to ask: “Was this helpful?” or “Did you find what you were looking for?”

In short: Userpilot guides, but Qualaroo understands. You need both to improve over time.

3. “We need to automate personalized outreach.”

You can’t scale retention with manual follow-ups, especially when users go quiet.

You need:

• Email workflows based on behavior (not time-based drips)
• Journey builder with goal tracking
• Segmentation and lifecycle tagging
• CRM, Stripe, and Segment integrations

The Right Tools:

• Encharge — Built for fast-moving SaaS teams needing flexible email automation.
• But email alone won’t tell you why someone didn’t convert. That’s why Qualaroo remains essential — to close the insight loop.

4. “Our help desk is overloaded.”

Every “Where do I find X?” ticket costs time — and signals a product or content gap.

You need:

• Public-facing help center with smart search
• Templates, content editor, and analytics
• Role-based permissions and multilingual support
• Integration with live chat or ticketing tools

The Right Tool:

• ProProfs Knowledge Base — Lightweight, flexible, and fast to deploy.
• And guess what? You can embed Qualaroo surveys directly in your help docs. This way, you don’t just inform users — you learn from them, too.

5. “I want to prevent churn before it happens.”

By the time someone cancels, it’s too late. You need signals early, and systems in place to act.

You need:

• Real-time health scores and churn risk indicators
• Alerts based on behavior or inactivity
• CSM workflows and account dashboards
• Tight CRM + usage integration

The Right Tool:

• ChurnZero — Built for CS teams managing account health across portfolios.
• But these systems still miss subtle sentiment. That’s where Qualaroo shines: It places targeted surveys inside the product and collects high-signal feedback that tools like ChurnZero can’t detect on their own.

6. “We need to know what changes actually improve retention.”

When you’re experimenting with messaging, UX, or pricing — you need proof, not hunches.

You need:

• Controlled A/B and multivariate testing
• Feature flagging and rollout control
• Reporting with statistical confidence

The Right Tool:

• Optimizely — The standard in experimentation and rollout safety.
• But metrics alone don’t explain why users prefer one variant. Run Qualaroo surveys on winning and losing versions to capture context — the why behind the win.

Start Here: The Most Reliable Retention Stack

Ready to Build a Retention System That Actually Works?

You can’t out-market a leaky product. You can’t out-spend a churn problem. But you can out-learn it — if you build the right feedback loops, automation, and support systems into your stack from day one.

The tools we’ve covered don’t just help you reduce churn. They help you:

• Understand what users want (and why they leave)
• Personalize how and when you reach out
• Guide users before they get lost
• Support them before they need to ask
• Test and improve before it’s too late

If you’re wondering where to begin, the answer is simple: start by listening.

That’s where Qualaroo comes in. It gives you the insight most teams miss — the why behind the what. And once you have that, everything else — onboarding, automation, support — becomes easier to get right.

Build your stack with intention. Start with feedback. And never stop iterating.

Frequently Asked Questions

What is customer retention software?

Customer retention software helps businesses keep existing users engaged, satisfied, and coming back. These tools work by tracking user behavior and satisfaction, automating communication (emails, in-app messages), collecting real-time feedback, identifying churn risks early, and supporting users before issues escalate.

Tools like Qualaroo are examples of retention software.

What are the 3 R’s of customer retention?

The 3 R’s commonly referenced in retention strategy are:

Retention – Keeping your existing customers engaged over time

Referral – Turning happy customers into brand advocates

Revenue – Increasing customer lifetime value through upsells, renewals, or repeat purchases

Retention software helps with all three by improving experience, encouraging feedback, and identifying upsell opportunities.

What is CRM and retention?

Retention is a business’s capacity to keep its customers, users, or employees engaged and loyal over time. A CRM (Customer Relationship Management) tool stores customer data and tracks interactions — it’s useful for managing relationships. But CRM alone isn’t enough for retention, other customer retention tools are also required.

What is a customer retention analysis tool?

A customer retention analysis tool helps you understand: Why customers churn, which segments are at risk, what actions lead to longer retention, and how satisfaction scores (NPS, CSAT) correlate with behavior.

Qualaroo is a standout here — it captures real-time user sentiment and behavior-linked feedback, which you can analyze on its own or integrate into tools like Tableau for deeper insight.

Can I customize surveys, branding, and messages?

Yes — especially with Qualaroo, ProProfs Survey Maker, and Userpilot. You’ll be able to fully control the look, feel, and targeting of your messages or surveys.