Top 5 Features Every Customer Success Platform Should Have

With so many CS tools on the market, it can be hard to know what to prioritize. We've narrowed it down to the five most impactful features that drive real business value. If your current tool doesn't have these, you're likely missing out on critical opportunities to retain and expand your accounts.

1. Real-time Analytics: You need to know how your customers are doing *now*, not last month. Real-time data allows for immediate action. 2. Automated Playbooks: Automation frees up your CSMs to do high-value work. Why manually send an email if a trigger-based system can do it for you? 3. Integrated Communications: All customer emails, calls, and chats should be in one place to provide full context to anyone working the account. 4. Usage Analytics: Deep insights into how customers are actually using your product helps you understand which features deliver the most value. 5. Churn Prediction: AI-powered models can highlight accounts most likely to leave, giving you a chance to save them before the renewal date.

Choosing a platform like Lighthouse that excels in these five areas will give your team the edge they need to drive massive retention and sustainable growth. The goal is to move from reactive support to proactive success.