Support & CS
Help desk, customer success platforms, and health scoring.
- Tools in the catalog
- 7
- Parser key
support, one of the eleven keys the scoring parser files tools under- Definition
- Glossary entry
What this function does
Support tools handle tickets. Customer success platforms track health, renewals, and expansion. Together they hold the post-sale half of the customer record.
Their data has to meet the CRM somewhere: renewal dates, product usage, and account ownership need one source of truth.
The tools
Listed alphabetically. Inclusion is not an endorsement or a rank.
- ChurnZero
- Freshdesk
- Gainsight
- Intercom
- Totango
- Vitally
- Zendesk
What job descriptions ask for
Postings ask for renewal and health score processes, CS platform administration, and syncing post-sale data back to the CRM.
How it shows up in the scores
Maps to the support parser key. A posting that adds post-sale systems to a pre-sale stack widens what one person holds, which the Franken-Stack question is asking about.
Every tool a posting names adds to its tool count, but the Franken-Stack score is not a tool count. It is a model judgment of how disconnected the stack is, with a written rationale. Read the bands or see how scored postings read today.
How often does Support & CS appear in scored postings? The record counts tools per posting but does not yet store which category each tool falls in, so this page does not say, and does not rank the tools above.