ChurnZero is a Customer Success platform designed to help subscription businesses succeed through improved customer experiences.
ChurnZero
helps Customer Success team spot potential churn risks early and see
renewal and expansion opportunities faster. Its automation and
personalization, in-app communications, and Customer…
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Pendo.io
Score 8.3 out of 10
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Pendo.io is a product engagement platform with features for in-app analytics, surveys and feedback, and guidance.
We actually use both. We do not focus our usage of ChurnZero on the in-app functionality (that is something we do with Pendo) but we do find clearer usage data for a lot of elements with ChurnZero.
We selected ChurnZero based on price and having the functionality we needed for right now. Gainsight had more features, but at a much higher cost and these features weren't necessarily items we needed to get ourselves up and running now.
As our organization grows there's always another solution to incorporate/replace in our tech stack. That said, ChurnZero has beaten its competitors/similar product offerings time and time again. It's the most cost-effective solution from all perspectives and will continue to be …
We previously used a combination of these solutions, but maintenance was cumbersome and transferability was limited. ChurnZero replaced all solutions and others.
It literally offered everything we needed: client satisfaction scores, automation, in-app announcements, integration with all our in-house systems and usage analytics. Plus, the integration is so good I find that the Churn Zero platform is the only place I need to log in now. …
Pendo seemed like a really good solution, our company ultimately went with ChurnZero simply for the fact that they had the feature of automation. This to me was the biggest difference and was a feature that we wanted most.
I would say that all of those tools are great, but just reiterating that the ease and central location of everything that I need is extremely helpful and vital. I literally have everything I need in the various tabs that are included when I look up a specific account.
I think ChurnZero more than holds it own with other products I have used in the past. Their user interface, automation options, data collection, and display match or exceed their competitors. Having said that, what sets them apart is their ability to listen to their clients, …
I would say ChurnZero is nicer because it does get more granular in terms of the specific usage stats, but I would say that Pendo's customizable time frames make it much easier for me to drill into a specific quarter, date range, etc...
ChurnZero is better at being more granular in terms of the specific product usage stats. Whereas in Pendo.io one can customize periods of time to make it much easier to drill into a specific month, quarter, year, or date range. This customization feature was one of the deciding …
If you are a SaaS business with a high volume of customers, having ChurnZero is a must. If you have a subscription based business and a customer success or account management function in your company, I would highly recommend ChurnZero.
ChurnZero has excellent customer success! They worked very hard to ensure a successful implementation and launch.
The CZ platform gives a detailed view of customer usage. We know exactly how clients are using our platform which allows us to provide excellent customer success services. This allows helps our product team understand the needs of clients and the success of new features.
We are able to create plays based on usage which provides a customized and personal experience for each user. CZ makes it possible to give our clients what they need when they need it.
Track usage across our platform (new and existing features) - where each customer clicks, how long they stay at certain areas within the software, etc.
When composing an email out of segments, the ability to save it as a draft to review later would be awesome, instead of needing to set up a Play
In the admin section, I love that we can have a color palate - but we'd like the color palete to be applied in other areas so CZ has more of our companies branding
The content templates can be hard to stylize if you don't know html
Add the Merge Fields functionality to tasks, especially tasks made by playbooks
I find the reporting and analytics to be a little light. They could improve custom reporting capabilities.
Would like to see the capabilities of the Pendo tagging tool built into the platform. (don't launch a separate product). I find the tagging tool does a much better job at selecting the components to be tagged than the platform does.
Sometimes takes a while to refresh counts when adding a new tag.
Our team is very happy with the product after evaluating multiple vendors, including Gainsight, Totango and Planhat. We like the additional functionality that CZ offers on its enterprise version. We were strongly considering other products if the price was right and functionality worked, but the change management would have been too heavy and taken too long. The ChurnZero team has been a good partner to rely on and allowed us to free up our time and resources to focus on more pressing matters
We have had an excellent experience with Pendo. When we've had questions or concerns, Pendo is very quick to respond and communicate with us. We have experienced top-notch customer support and customer engagement. We have actually modeled some of our implementation and product processes after Pendo's examples.
ChurnZero makes my work life a complete game changer. I say it all the time ChurnZero is a one stop shop for data! I don't fumble through numerous different programs, try to remember different passwords, I literally login to CZ and it is right there in front of me
Overall, Pendo provides a smooth interface, especially with the most recent update, and I couldn't imagine using or learning any other platform so product focused. From the moment I log into Pendo, I know where I'm going and what I'm looking for and I'm able to find that, through the interface, in as little time as possible. This helps keep me focused on doing other tasks at work so I'm not overburdened with hunting things down in the system
I recently had the opportunity to interact with ChurnZero's customer support team, and I must say, I am thoroughly impressed. Their responsiveness and willingness to solve problems are exemplary. From the moment I reached out, their team displayed a level of professionalism and dedication that truly stood out.
They've been great anytime that we have needed help with something. They also have some really great help articles. We're able to figure most things out through their articles, but when we've had to call in they've been very helpful and we haven't had any problems. I'd highly recommend working with them.
The training and onboarding have been very helpful. Since I was not a part of the team when ChurnZero was implemented, it was important to get brought up to speed as quickly as possible and our CSM has been incredibly receptive in that regard.
The training schedule was well thought out and tailored to meet our needs. Chantelle stayed with us through the whole implementation and made sure that we were good to go.
I implemented CZ in 4 months. When I look back, this is not a long time where I needed to get to know CZ by myself (as I did not have knowledge of it at all..) study the Academy, playing around in the test environment and setting up in live environment.
Gainsight CS - you need a team to manage this tool; not intuitive to use, and you're not able to be as agile once configured GUIDEcx- One of my favorites in the space, and so easy to set up, configure, customize, and scale. Able to connect onboarding milestones to SFDC cases, and share out as a customer portal. Mixmax has been purchased in past companies to help fill in gaps of other tools (gives us scheduling links, in-inbox email templates, SFDC lead/contact and task management)
WalkMe is an industry leader, but they charge an arm and a leg. Working with them you get a lot of support and CSM time, but is it really worth that price tag? Pendo.io was an easy choice for that simple reason.
We have had increased NPS scores due to our ability to target messaging for the right reasons to the right audience members rather than blanket distribution of information.
Delayed deployment in certain environments (being worked through) has led to a delay in one business area, but it is not public facing yet so we aren't heavily impacted by that yet.