10 Best Customer Retention Software to Reduce Churn (2026)

You can build an amazing product that grows every day and still fail if you don't address the silent killer of all businesses: customer churn.

No matter how fast you're growing, none of it matters unless you're retaining existing customers and stopping them from going to your competitors. There are many things you can do manually, but if you want to save time and money, you can use tools instead.

Here are some of the best customer retention tools for SaaS teams in 2026, with their pros, cons, pricing and more.

TL;DR – The best customer retention software for businesses

1. ✨ Featurebase - Best support & feedback tool combining a modern support inbox with feedback collection and management
2. Zendesk – Best for retaining customers through fast, personalized, consistent customer support
3. Hotjar – Best for identifying user experience issues that cause churn using heatmaps, session recordings, and direct feedback
4. Userpilot – Best for boosting product retention through personalized onboarding and in-app guidance
5. Gong.io – Best for uncovering churn risks and improving retention through AI-powered analysis of customer conversations
6. Contentsquare – Best for improving retention by understanding how users interact with websites and removing UX friction
7. Kissmetrics – Best for tracking user behavior across the customer lifecycle and identifying what drives repeat engagement
8. Mixpanel – Best for using product analytics and cohort data to understand and improve long-term user retention
9. Custify – Best for SaaS teams that want to reduce churn with health scoring, automation, and lifecycle management
10. CustomerGauge – Best for B2B companies that need account-level retention tracking tied to revenue and NPS feedback
11. Netcore Cloud - Best for businesses struggling to retain customers who communicate and interact across different channels.

Let's look at these customer retention systems in detail.

Why is customer retention software necessary in the first place?

The math is simple. If you lose customers faster than you attract new ones, your customer lifetime value will decrease, and eventually, you'll start struggling to maintain cash flow. However, you need customer retention software tools for a few other reasons, too...

1. Higher profitability: retained customers spend more through repeat purchases, and they contribute to your customer lifetime value.
2. Lower churn: as you gather customer insights, you can figure out what is causing people to drop out and switch to a competitor. Customers feel valued and don't consider leaving as much.
3. Stronger customer relationships: customer retention software helps you personalize experiences, follow up at the right time, and reward customers through customer loyalty programs and similar motions.
4. Actionable insights: collect customer feedback and behavior data, which will help you determine what drives customer satisfaction and what makes them leave for competitors.
5. Automated follow-ups: great customer retention management software comes with email campaigns, surveys, and alerts that keep customers engaged without constant manual work.

Best customer retention software to improve customer relationship management in 2026

Ready to build better customer relationships and improve your bottom line? Here are some of the best customer retention tools you can try for different aspects of your business. 👇

1. Featurebase ✨

Featurebase is a modern support & feedback platform designed to help SaaS businesses reduce churn and increase retention. It's loved by thousands of support, product, and marketing teams from companies like Lovable, Elementor, and Beehiiv. 💫

Instead of having 5+ different tools, Featurebase offers everything in one place to help you build products your users love:

• Feedback collection & roadmaps – Centralize feedback with integrations, feedback widgets, AI, and a public feedback forum. Let users vote on each other's ideas, see their total revenue, and focus on the most impactful features. All upvoters will automatically be notified when you complete their request.
• Support platform – Support your customers from anywhere with a unified Inbox and automate support with powerful AI agents.
• Help Center – Provide self-serve support with a beautiful knowledge base & bring help articles inside your product with a widget.
• Changelogs – Announce product updates and increase feature adoption with neat in-app popups, notification emails, and a dedicated updates page.
• Surveys (NPS, CSAT, etc.) – Create targeted surveys to ask users anything and measure customer satisfaction.

Plus, it integrates with many popular tools that you likely already use, such as Linear, Jira, Slack, and many more.

Pricing: Featurebase offers a free plan, with paid plans starting at $29 per user per month. The onboarding is super fast, so there's no downside to trying it. 👇

✨ Start increasing customer retention with Featurebase for free →

2. Zendesk

Zendesk is a customer service platform that helps businesses improve retention by resolving issues quickly and providing consistent support experiences. It’s ideal for companies that want to reduce churn by improving the quality and speed of customer interactions.

While Zendesk is one of the more popular customer retention solutions, it's far from the best. Pricing can be very limiting and the setup is not very easy, especially for beginners. You also don't get many customer feedback tools.

Top features

• Omnichannel support: Manage customer inquiries across email, chat, social, and phone from one dashboard.
• Ticketing system with SLAs: Prioritize issues and respond within guaranteed time frames to maintain a great customer experience.
• Customer history and context: Access full support interaction history to personalize every conversation.
• Self-service and knowledge base: Help customers find answers independently, improving resolution speed and satisfaction.
• Satisfaction and CSAT tracking: Monitor service quality to identify risks to retention and take action early.

Pros and cons

✅ Proven to improve customer satisfaction and reduce churn
✅ Scales well from startups to large teams
✅ Deep ecosystem of integrations and add-ons, helping you identify loyal customers

❌ Requires setup to match your processes
❌ Some features are locked behind higher-tier plans
❌ Can feel complex for small support teams

Pricing: Starts at $19 per agent per month.

3. Hotjar

Hotjar is a digital behavior analytics tool and product feedback software that helps businesses improve retention by uncovering why users stay, leave, or get stuck. It’s great for product and UX teams looking to optimize websites and products based on real customer behavior.

Hotjar is powerful, but it's not a true customer retention platform. It can merely help you analyze customer feedback and understand customer sentiment, but there is not much you can do in terms of reaching out to customers.

Top features

• Session recordings: Watch real user sessions to identify frustration points and improve the experience, looking into individual sessions of a specific customer.
• Heatmaps: See which parts of your site users interact with most, or ignore completely. This feature is excellent for creating more personalized marketing campaigns or removing UX bottlenecks.
• Surveys & feedback widgets: Collect in-the-moment feedback to understand why users churn or stay, helping you better understand the customer experience.
• Customer segmentation: Filter recordings and responses in your customer database by device, behavior, or referral source.
• Funnel tracking: Identify where users drop off and what changes improve retention.

Pros and cons

✅ Great for identifying retention issues with existing customers through behavior
✅ Combines quantitative and qualitative insights
✅ Easy to install and use across web properties

❌ Focuses more on UX than customer success or lifecycle, and it may require some tweaks to fit into your customer retention strategy
❌ Limited data depth without upgrading plans
❌ Not ideal for long-term user engagement tracking

Pricing: Starts at $39 per month, and a free plan is available.

4. Userpilot

Userpilot is a product adoption platform that helps businesses retain users by guiding them through onboarding and engagement flows. It’s well-suited for SaaS companies that want to keep customers active through personalized in-app experiences.

It's one of the more complex customer retention software solutions and it's a better fit for someone who wants to engage customers throughout the customer lifecycle.

Top features

• No-code onboarding flows: Show tooltips, modals, and checklists that help users adopt key features faster.
• Behavior-based triggers: Launch content based on user actions or inaction to drive retention.
• Feature adoption analytics: See which parts of your product drive long-term usage and great customer experience.
• In-app NPS surveys: Collect feedback while users are active to spot churn risks early.
• Segmentation and targeting: Deliver personalized onboarding and guidance by role or lifecycle stage.

Pros and cons

✅ Excellent for improving product adoption and customer retention rates
✅ No-code editor makes it easy to launch updates
✅ Strong targeting and personalization features

❌ Focused mainly on in-app experiences
❌ May not suit products without high engagement surfaces
❌ Analytics aren’t as deep as full-fledged BI tools

Pricing: Starts at $299 per month.

5. Gong.io

Gong is a conversation intelligence platform that analyzes sales and customer calls to help teams identify churn risks, uncover upsell opportunities, and improve customer interactions. It's especially useful for B2B companies that rely on ongoing relationships and renewal cycles.

Note that for most small customer service teams, Gong may be too expensive and too difficult to set up. If you have more advanced operations and the budget for retention tools, it may just work.

Top features

• Conversation analysis: Analyze call recordings to spot signals of disengagement or dissatisfaction early.
• Churn risk alerts: Automatically detect language and behavior patterns that often precede lost accounts.
• Deal and account visibility: Track how customer relationships are progressing post-sale.
• Coaching tools for retention: Help teams improve communication strategies that keep customers engaged.
• Integration with CRM and support tools: Syncs with Salesforce, HubSpot, and others for a complete view of customer experience and overall health.

Pros and cons

✅ Excellent for surfacing hidden retention risks through conversations
✅ Helps teams stay aligned on account status and next steps
✅ Actionable insights for both sales and customer success

❌ Not a direct VoC or feedback tool
❌ Requires call volume to generate meaningful insights
❌ Premium pricing may not suit small businesses

Pricing: Custom pricing (based on team size and usage). Estimates suggest per-user costs ranging from $1,050 to $1,600 annually, with potential discounts for larger teams.

6. Contentsquare

Contentsquare is a digital experience analytics platform that helps businesses improve customer retention by understanding how users interact with websites and apps. It’s best for e-commerce and enterprise teams focused on UX-driven retention.

Top features

• Journey analysis: Visualize every step users take and identify friction points that lead to drop-off.
• Zone-based heatmaps: Understand which elements keep customers engaged or push them away.
• Struggle detection: Spot issues like rage clicks, long hesitations, or failed interactions that affect retention.
• Segmentation and behavior mapping: Compare how different audiences behave and what keeps them coming back.
• Conversion impact metrics: See how UX improvements affect repeat visits, customer lifetime value and other key customer retention metrics.

Pros and cons

✅ Excellent for optimizing user experience to drive long-term retention
✅ Granular insights into digital customer behavior
✅ Strong for teams working on customer journey improvements, where they can monitor key metrics through powerful customer analytics

❌ Doesn’t offer direct communication or follow-up tools
❌ Requires a learning curve to use the data effectively
❌ Better suited for large websites or high-traffic apps

Pricing: Prices start at $40 per month.

7. Kissmetrics

Kissmetrics is a behavior analytics and retention tracking tool designed to help SaaS and e-commerce companies understand what keeps users returning. It’s ideal for teams that want to tie user actions to retention and revenue metrics.

This is a solid tool to identify at risk customers and boost loyalty with those who love your product. However, it doesn't come with any tools to gather feedback.

Top features

• Customer lifecycle tracking: See how users engage from acquisition to retention and beyond.
• Cohort and funnel reports: Identify which behaviors correlate with long-term engagement and great customer experience.
• Revenue segmentation: Track how different customer groups contribute to retention and revenue.
• Custom events and properties: Monitor high-value user actions and define your own retention signals.
• Email and automation triggers: Engage at-risk users based on usage data and improve customer retention rates through targeted strategies.

Pros and cons

✅ Clear focus on behavior-driven retention for digital products
✅ Easy-to-read cohort reports and trend tracking
✅ This retention software works well with both SaaS and e-commerce

❌ UI feels dated compared to modern tools
❌ Limited VoC or qualitative feedback tools
❌ Event setup can be tedious without dev support

Pricing: Starts at $299 per month.

8. Mixpanel

Mixpanel is a product analytics platform that helps teams understand user behavior and make data-backed decisions to boost engagement and retention. It’s ideal for digital businesses that want to identify drop-off points, track cohort behavior, and measure long-term user value.

If you want to identify satisfied customers and prevent those who are at risk from churning, this tool is a pretty cheap way to get the job done. Note however, that the core product revolves around analysis, not action.

Top features

• Retention and cohort analysis: Track how long users stay active after key events and identify patterns that lead to churn, helping you with your customer retention efforts.
• Event-based tracking: Monitor what users do in your product to uncover behavior that leads to customer loyalty.
• Funnels and drop-off insights: Spot where users leave and optimize those steps to keep them engaged and increase customer retention.
• A/B testing with impact analysis: Test product changes and see how they affect retention metrics in real time.
• Automated reports and alerts: Get notified when engagement or retention dips across specific user segments.

Pros and cons

✅ Powerful retention analytics and visualization tools
✅ Helps product teams find what drives long-term usage through product and customer data
✅ No-code dashboards are easy to customize and share, and you can easily see details such as how many customers took an action, or view their purchase history at a glance

❌ Requires initial setup to define relevant events
❌ More analytics-focused than action-focused
❌ Pricing grows quickly with user volume

Pricing: Starts at $24 per month, and a free plan is available.

9. Custify

Custify is a customer success platform tailored for SaaS companies looking to reduce churn and drive product adoption. It centralizes usage data and customer health scoring, making it easier to proactively retain at-risk accounts.

It can help you track retention metrics and understand customer acquisition and churn, but all of that comes at a cost. And not just the literal cost (which is quite high), but also the initial setup and learning curve, which can be tough for new users.

Top features

• Customer health scores: Combine product usage, support data, and account metrics for predictive analytics, helping you identify trends and find out which customers are likely to churn.
• Lifecycle automation: Trigger onboarding, upsell prompts, or re-engagement actions based on user behavior.
• Playbooks for CSMs: Give your team step-by-step retention tactics based on customer segments.
• Alerts and task management: Get notified when customer engagement drops and assign follow-ups.
• Customer relationship management (CRM) and product integrations: Sync data from tools like HubSpot, Salesforce, and Intercom to enrich retention efforts.

Pros and cons

✅ Built specifically to help SaaS teams boost customer retention
✅ Health scoring and automation tools work out of the box
✅ Integrates with common SaaS stacks

❌ UI can feel overwhelming for small teams
❌ Limited use outside of subscription-based models
❌ Some features require manual setup or data mapping

Pricing: Starts at $199 per month.

10. CustomerGauge

CustomerGauge is a B2B customer retention and experience platform designed to help revenue teams prevent churn through NPS tracking, account-level insights, and feedback-to-action tools. It’s best for organizations that need a retention system tied to revenue.

If you want to understand the different types of customer retention and how you can improve, this is a solid option. However, it suffers from the same problems as many other tools in this arena: difficult initial setup and high costs.

Top features

• Account-based retention tracking: Monitor renewal risk and engagement at the company level, not just individual users.
• Revenue-linked NPS surveys: Tie user feedback scores directly to recurring revenue and growth goals.
• Churn detection signals: Analyze feedback and spot early warning signs based on NPS, response time, and engagement history.
• Close-the-loop tools: Assign follow-ups and document resolution to show customers they’ve been heard.
• Executive dashboards: Align CSMs and leadership around revenue retention metrics.

Pros and cons

✅ Ideal for B2B companies with a recurring revenue model
✅ Strong tie between feedback and financial impact, making it a good fit for customer success teams
✅ Helps track retention at an account and contact level, helping businesses reduce customer churn

❌ Higher learning curve for new users
❌ Best suited for medium to large organizations
❌ Pricing not transparent and often custom

Pricing: Custom pricing (mid-market to enterprise level).

11. Netcore Cloud

Netcore Cloud is a customer retention management platform built to help businesses drive deeper engagement and reduce churn through personalized, multichannel communication. It’s ideal for product-led and digital-first companies aiming to retain users by delivering timely, relevant experiences across the entire customer journey.

This is an incredibly powerful platform, but that always comes with a downside. Getting started can be a huge hurdle, whether you're just starting off with understanding retention or switching from another tool. Need pricing details? Better be prepared for lengthy demos and sales calls.

Top features

• AI-powered journey orchestration: Automate personalized campaigns based on user behavior, lifecycle stage, and intent.
• Omnichannel engagement: Reach users via email, app push, web push, WhatsApp, SMS, and in-app messaging from one platform.
• Real-time segmentation: Create dynamic user segments based on actions, preferences, and engagement history.
• Predictive retention models: Identify at-risk users and proactively engage them with win-back strategies.
• A/B testing and optimization: Experiment with messages, journeys, and channels to improve retention outcomes.

Pros and cons

✅ Built for high-scale retention strategies with deep personalization
✅ Unified platform for engagement, automation, and analytics
✅ MAU-based pricing makes it flexible and growth-friendly
❌ Requires initial integration for full data unification
❌ Advanced AI features may have a learning curve
❌ Some capabilities may need configuration help for non-technical teams

Pricing: Based on Monthly Active Users (MAUs), with flexible plans for different growth stages. Custom quotes are available based on usage and feature needs.

Wrapping up

Finding the right customer retention software can feel like a gamble, especially if you already have issues with customer satisfaction and high churn rates. You need a tool that doesn't cost a lot of money, helps you measure key metrics, and analyzes customer data while fitting into your existing tool stack.

Featurebase is a modern support & feedback platform. It helps you replace 5+ tools by letting you support customers, collect feedback, announce product updates, and build a Help Center – all in one place. It has helped thousands of companies like Lovable, Polymarket, and Elementor reach the next level by building products users love.

What's best is that it comes with a Free plan, and the onboarding is super simple, so there's no downside to trying it out! 👇

✨ Start increasing customer retention with Featurebase for free →