# ZapScale Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is ZapScale the right Customer Success solution for you? Explore 12 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/275469/ZapScale/reviews --- ZapScale 5 (12) [View alternatives](https://www.capterra.com/p/275469/ZapScale/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of ZapScale Ease of use 4.8 Customer Service 4.9 ## Showing most helpful reviews Showing 1-12 of 12 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Sajal M. Customer Success Manager Information Technology and Services Used the software for: 1-2 years ### "Saves lots of our time" July 25, 2023 5.0 ZAPscale has improved our efficiency and saved us a lot of time. Now we can focus on our customers, instead of spending time on data collection. Pros ZAPscale gives us all data in one place, with necessary analysis, which makes our lives easier.Before ZAPscale, we had to extract data from multiple tools and perform manual analysis on top of that, which used to take lots of time and energy. Cons For now, we are happy with what ZAPscale provides us. We will need a few more features, which are already in their roadmap. Review Source Prakhar S. Customer Success Manager Information Technology and Services Used the software for: 6-12 months ### "Zapscale - Single source of truth" July 25, 2023 5.0 Pros We use Zapscale for the complete health tracking, of our customers. we have integrated Zapscale with all our customer-facing tools to capture important data points. With all this data, Zapscale provides us with health visibility for each of our customers and users. Using this health score, we the Customer Success team prioritize customers and their needs, allowing us to proactively engage with them. Cons Currently, Zapscale doesn't offer an NPS survey, which is important for us, but there are plans to introduce it soon, For now, we manage NPS through our previous tool and integrate the data into Zapscale. Review Source Sreeram R. Customer Success Manager Information Technology and Services Used the software for: 6-12 months ### "Best Customer health tracking" July 25, 2023 5.0 The most important benefit that I see with Zapscale is that lot of my time is saved since I have all the data in one place and the data is also shared in such a format that I can take action on it and this leads to a better hold over my customers. Pros The customer health tracking has been a revolution for us. Now we have a clear understanding of the customer problems and based on which we can provide the solutions. With Zapscale we have been able to improve our efficiency and provide better customer engagement. Cons The one thing I would want to be added in Zapscale is a mass emailer. But I can also do that with my current tool and it is not that important for us. I think this feature is soon going to be introduced in Zapscale. Review Source ShanmugaPriya V. Customer Success Manager Information Technology and Services Used the software for: 1-2 years ### "Software for customer tracking " July 25, 2023 5.0 The biggest benefit that we got from Zapscale is customer activity tracking. Before Zapscale, we used a drop a few balls here and there but now we have complete control over it, this has helped us improve our customer experience Pros With Zapscale zapbook, we can track all our customer's tasks and requirements. This feature help us stay on time and ensure that we don't miss any deadline. It also keeps all team members, including sales, informed about the action happening with the customers. Cons I am happy with what I have right now. Zapscale offers me all the necessary features for monitoring my customers Review Source Ashita G. Head Customer Success Information Technology and Services Used the software for: 6-12 months ### "Zapscale is a excellent “customer success” sotware" September 8, 2023 5.0 Zapscale helped in streamlining the overall CS function and brought it greater visibility and consolidation of customer health. It enabled us to keep proactive track of clients health and take timely actions where required. Pros Zapscale allows organisations to keep a good track on their customers health. Taking into account 4 main parameters, it gives a comprehensive view on customers overall health. With timely alerts, using playbooks it enables CS to take timely action and setup tasks tailored to specific customers. Zapscale has helped transform the CS journey and become a key facilitator internally. Cons Currently we have not encountered any issues with zapscale. It is an evolving software and while today it meets a lot of customer success requirements, with new features and enhancements the platform will become more wholistic and would be a good blend between a core customer success tool and a CRM. Review Source Simarjeet S. Customer Success Manager Information Technology and Services Used the software for: 6-12 months ### "Best tool to boost your customer engagement!" July 14, 2023 5.0 By effectively engaging with the users at precisely right moments and offering them tailored solutions, I have not only saved valuable time but also significantly enhanced my customer satisfaction score. Pros The flexibility to tailor my dashboard according to different customer segments is truly remarkable. It has empowered me to personalise my approach for each segment, enhancing my overall strategy. Cons Currently I am satisfied with the features I have, but I anticipate identifying additional needs & requirements in the future. Review Source Swamy J. CSM Utilities Used the software for: Less than 6 months ### "Tracking the right customer and getting the insight about this. " July 13, 2023 5.0 Zapscale has been an absolute game changer for me. It not only saves me a significant amount of time, but it also enables me to focus on customers who requires immediate attentions. Further more with complete control over my data, I can confidently say that my customer success operations have become remarkable more efficient since adopting Zapscale. Pros Zapscale offer the incredible advantage of granting me the ability to effortlessly track or untrack the customers of my choice. This empowers me to focus my customized engagement effort on high touch customer while seamlessly transitioning low touch customers into automated engagement. The best part is that I can accomplish all of this without requiring any technical assistance. Cons Although the capability to tracking NPS is not available currently in Zapscale. However, it is in their product roadmap. It is only a matter of time before this feature become available. Review Source Ragavi S. Customer Success Manager Information Technology and Services Used the software for: Less than 6 months ### "All customers in a single view" July 14, 2023 5.0 It gives me a complete customer visibility and makes my work easier to manage my customers. It also helps me to keep track of upselling opportunities which I have never done before. Pros Zapscale has all my customer data and I can check them easily whenever I want in just a click. I can keep a close eye on all my customer health. It is super easy to use. Cons I need my calendar integrated with zapscale which is not connected right now. Review Source VR Verified Reviewer Project Manager Apparel & Fashion Used the software for: 6-12 months ### "Great CS partner to work with" February 10, 2023 5.0 Its delightful to work with a team that is so pasisonate for customer success. Additionally, we love the product, its simple and easy to use. Pros The ZapScale team is very flexible and always tries to listen to our needs so they can find the right solution to help us with customer success. We really appreciate their efforts! Cons Some of the features are missing as of now from our current process. For example - emailing the customers, NPS survey etc Review Source Priyesh G. VP Information Technology and Services Used the software for: Less than 6 months ### "Platform for building CS" July 18, 2023 5.0 We have been able to build our CS around Zapscale. Zapscale helped us to set up our process for better and faster growth of our CS department. Pros 1\. Zapscale provides us automation to our CS2. Actionable customer data3. Playbook with triggers4. Customer visibility for all departments5. Opportunity improve revenue Cons Can't point anything at this stage since we're still exploring, there are continuous improvements in the product Review Source MT Mary T. Client specialist Financial Services Used the software for: Less than 6 months ### "Zap scale is our secret to data driver customer success." July 14, 2023 5.0 Zap scale has been instrumental in facilitating our transition previous system and process thanks to its robust capabilities, our customer success operations have undergone remarkable shift towards a more data driven approach. Pros zap scale is an obsolete breeze thanks to its extensive library of over 50 prebuilt KPI and i can create KPI's of my specific use case in just a matter of minutes. With these comprehensive KPI at my disposal, i can confidently generate accurate customer success score. Cons As if now i have no suggestions or request for additional or improvements. i am genuinely content and satisfied with the current offering provided by Zap scale, but I anticipate identifying additional needs and requirements in future. Review Source VR Verified Reviewer Senior Business Consultant Retail Used the software for: Less than 6 months ### "Customer Success is now easier" February 8, 2023 5.0 We all had a very short learning curve when we started using ZapScale. Within a week, we were already comfortable and familiar with the product. Pros The thing that surprised me the most was that we were able to onboard ZapScale in just one day. I could actually see all my customer data the second day. We saved so much time and effort. Cons Though we can replicate our earlier data tracking system (ie Excel), since ZS doesn't cover NPS as of now, we do miss the metrics of customer evaluation (to be honest I can live without NPS tracking). 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