What users are saying about
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Top Rated
134 Ratings
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Top Rated
205 Ratings

ChurnZero

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Top Rated
134 Ratings
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Score 8.1 out of 100

Freshdesk

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Top Rated
205 Ratings
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Score 8.5 out of 100

Likelihood to Recommend

ChurnZero

ChurnZero simplifies many of the client journeys, like Onboarding and Renewal processes. It is also a great home for all [the] data about a specific client. It is also [well] suited for repetitive emails [and] tasks, as it can automate them for team members. ChurnZero can also alert you of upcoming events within your account or recent account changes. It [...] also [helps] you track anticipated churn or account growth.
Anonymous | TrustRadius Reviewer

Freshdesk

Freshdesk does not meet expectations by requiring such a complicated installation for desktop computers, which makes it suitable mainly if you are going to work from the cloud. Based on that it is feasible that the information of each attendance performed is stored online instead of downloading it. The situation where Freshdesk can be most useful is when you need to constantly review lists of support tickets. As easy as it is to find your way around the platform and organize such lists, there is no problem in needing data quickly. It is recommended to improve the support operations of any type of startup, mainly because its model is much more adaptable to the type of small business that can pay more attention to a specific customer.
Maria Wiley | TrustRadius Reviewer

Feature Rating Comparison

Security

ChurnZero
8.2
Freshdesk
Role-based user permissions
ChurnZero
8.2
Freshdesk

Platform & Infrastructure

ChurnZero
8.5
Freshdesk
API
ChurnZero
8.5
Freshdesk
Integration with Salesforce.com
ChurnZero
8.4
Freshdesk

Customer Data Extraction / Integration

ChurnZero
8.2
Freshdesk
Product usage
ChurnZero
8.3
Freshdesk
Help desk / support tickets
ChurnZero
8.2
Freshdesk

Customer Success Management

ChurnZero
8.2
Freshdesk
NPS surveys
ChurnZero
8.5
Freshdesk
Sponsor tracking
ChurnZero
7.4
Freshdesk
Customer profiles
ChurnZero
8.2
Freshdesk
Automated workflow
ChurnZero
8.6
Freshdesk
Internal collaboration
ChurnZero
7.5
Freshdesk
Customer health scoring
ChurnZero
8.6
Freshdesk
Customer segmentation
ChurnZero
8.8
Freshdesk

CSM Reporting & Analytics

ChurnZero
8.1
Freshdesk
Customer health trends
ChurnZero
8.3
Freshdesk
Engagement analytics
ChurnZero
8.2
Freshdesk
Dashboards
ChurnZero
7.6
Freshdesk

Incident and problem management

ChurnZero
Freshdesk
8.7
Organize and prioritize service tickets
ChurnZero
Freshdesk
9.0
Expert directory
ChurnZero
Freshdesk
8.4
Subscription-based notifications
ChurnZero
Freshdesk
8.4
ITSM collaboration and documentation
ChurnZero
Freshdesk
7.6
Ticket creation and submission
ChurnZero
Freshdesk
9.3
Ticket response
ChurnZero
Freshdesk
9.7

Self Help Community

ChurnZero
Freshdesk
8.3
External knowledge base
ChurnZero
Freshdesk
8.7
Internal knowledge base
ChurnZero
Freshdesk
7.9

Multi-Channel Help

ChurnZero
Freshdesk
7.4
Customer portal
ChurnZero
Freshdesk
8.4
IVR
ChurnZero
Freshdesk
3.0
Social integration
ChurnZero
Freshdesk
7.6
Email support
ChurnZero
Freshdesk
9.8
Help Desk CRM integration
ChurnZero
Freshdesk
8.3

Pros

ChurnZero

  • Mass communication: ChurnZero helps us quickly and efficiently communicate important information to all of our accounts at once without making it seem like it's coming from some generic marketing team (all love to my marketing friends out there!)
  • Usage data: By being able to sync our customer's product usage with ChurnZero, it allows the customer success team to be proactive with accounts that may be declining in app usage to try and re-engage. Or it can help us identify who is really using our product well and reach out to them to hopefully gain a reference or case study.
  • Note-taking and activity logging: ChurnZero has made it super easy to take notes and log activities for the many accounts we manage. It seems like on nearly every page within the app, there is a function to quickly add a note or create a task for follow up. This allows to really live within the product and easily access notes from past meetings and follow up on tasks that are due soon for our customers.
James O'Neal | TrustRadius Reviewer

Freshdesk

  • A built-in phone system that clients use to reach our agents
  • Integration with Facebook and other social media apps that help us keep an eye to what is happening around the world.
  • The support portal is a one-stop destination where customers find answers and reach out for help.
  • The gamification mechanics turns the monotonous customer support job into an enjoyable and fun activity for agents.
Elizabeth Cassidy | TrustRadius Reviewer

Cons

ChurnZero

  • Too much functionality; the system is very robust and requires some time and playing around to get used to.
  • We would love to see user data on a more granular level, but this is a feature that we have not enabled yet.
  • We took a long time to implement ChurnZero, but this was a failure on our organization, not on ChurnZero's side.
  • Our first CSM was okay, but not the greatest, he was replaced before we went live with our new CSM, Chase, who is fantastic!
Greg Watkins | TrustRadius Reviewer

Freshdesk

  • Reporting is a bit awkward sometimes, but you can level up for better reporting
  • The client onboarding to get them user accounts isn't always clearly defined
  • There are a lot of features many we didn't use, would have been nice to have more granular control over that to adjust our pricing
John Reitz | TrustRadius Reviewer

Likelihood to Renew

ChurnZero

ChurnZero 9.1
Based on 2 answers
It's a great software and tool specialized in helping the company know its customers and prevent them from leaving. It also helps data analysis and automation.
Samuel Hewstone | TrustRadius Reviewer

Freshdesk

Freshdesk 10.0
Based on 4 answers
Freshdesk is feature rich and easy to use. The setup is intuitive and can integrate with Google, so we do not need to create accounts for new employees. The first time an employee needs to create a ticket they login with their Google account and the Freshdesk account is automatically generated
Jeffery Albertson | TrustRadius Reviewer

Usability

ChurnZero

ChurnZero 8.0
Based on 21 answers
ChurnZero has a massive variety of features, but it takes time and dedication in setting up the platform. Fortunately, ChurnZero's support model is very helpful in setting everything up.Once the platform is part of the process and everyone on board understands it, it adds great value to our CS work.
Maximilian Celebi | TrustRadius Reviewer

Freshdesk

Freshdesk 8.6
Based on 18 answers
Freshdesk is by far the easiest to use Help Desk software that I have ever used. It is much simpler for day to day use. While it lacks some of the invoicing and CRM features of more cumbersome software, it more than makes up for this by being easy to use and quick for users to learn. The setup was fast as well.
Mikel Seidl | TrustRadius Reviewer

Reliability and Availability

ChurnZero

ChurnZero 9.1
Based on 1 answer
Quick response by the CZ team.
Beatriz de Rosa Soares | TrustRadius Reviewer

Freshdesk

No score
No answers yet
No answers on this topic

Support Rating

ChurnZero

ChurnZero 8.8
Based on 21 answers
Their customer success team and implementation team are fantastic, and always happy to help.I've not had the best responses from their support team, but I've also not asked the most of them so far. I can't judge their entire team based on the interactions with them that I've had so far
Anonymous | TrustRadius Reviewer

Freshdesk

Freshdesk 8.9
Based on 19 answers
Support has been good the few times we have needed it, but most of our issues have been easily resolved by using the support documentation. We used guides starting out getting everything ready for the first use and it was smooth sailing. For contacting the support team, responses have been quick and accurate.
Anonymous | TrustRadius Reviewer

Online Training

ChurnZero

ChurnZero 7.5
Based on 2 answers
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.
Ben Butler | TrustRadius Reviewer

Freshdesk

No score
No answers yet
No answers on this topic

Implementation Rating

ChurnZero

ChurnZero 6.4
Based on 1 answer
Sometimes, it can be hard to implement other systems to CZ.
Beatriz de Rosa Soares | TrustRadius Reviewer

Freshdesk

Freshdesk 10.0
Based on 2 answers
No, it is easy to do
Victor Vũ | TrustRadius Reviewer

Alternatives Considered

ChurnZero

The in-app messaging based on certain segments was the key differentiator. Also, while they are growing as an organization and expanding their portfolio of customers, they are extremely receptive to product suggestions, most of our suggestions we have given them have been implemented and prioritized to the best of their ability.
Anonymous | TrustRadius Reviewer

Freshdesk

ManageEngine was our first customer support ticketing system we implemented (instead of using a massive Excel file) - it vastly improved our ability to engage with customers, but we quickly outgrew it's feature-set and needing a solution that would continue to grow with us. Salesforce was difficult at best during our time using it - felt like we were told of the amazing things it could do, and upon purchase were sent a bunch of building blocks that we were expected to build ourselves - between Salesforce costs and third-party programming to get it to do what we needed to, Salesforce was not around for long (the 7% year after year increases were also a deal breaker).We picked Freshdesk because it offered a modern solution for a price that we were very happy with. We did compare it to Zendesk, but at the time of purchase several years ago, we were hearing better reviews of a relative new system of Freshdesk, so went with them. So far it has been a good investment, minus the occasional hiccups and quality of life issues.
Anonymous | TrustRadius Reviewer

Scalability

ChurnZero

ChurnZero 9.1
Based on 1 answer
Easy to escalate.
Beatriz de Rosa Soares | TrustRadius Reviewer

Freshdesk

No score
No answers yet
No answers on this topic

Return on Investment

ChurnZero

  • Health scores allowed us to measure accounts health and fix issues with accounts at risk due to low usage.
  • Our product team is able to use the activities/events reports to prioritize dev tasks in an efficient way, focusing on features that drive more value and therefore to allocate resources while managing the efforts and costs associated.
tal horovits | TrustRadius Reviewer

Freshdesk

  • The value provided by Freshdesk is better than the competitors we considered when looking at cost vs features
  • We migrated to Freshdesk from another similar platform and found that the UX/UI was easier to navigate and required less clicks to close out a support request, these clicks add up over time and allowed us to process more tickets in a given day without growing out team.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

ChurnZero

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

ChurnZero Editions & Modules

Additional Pricing Details

Freshdesk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Freshdesk Editions & Modules

Edition
SproutFree
Blossom$192
Garden$452
Estate$692
Forest$1252
Estate Omnichannel$992
Forest Omnichannel$1692
  1. per month
Additional Pricing Details
Starts at $0 for unlimited agents with the Sprout plan. Higher plans at $19, $45, $69 and $125. The 21-day free trial covers all features at the Estate plan.

Rating Summary

Likelihood to Recommend

ChurnZero
8.6
Freshdesk
8.5

Likelihood to Renew

ChurnZero
9.1
Freshdesk
10.0

Usability

ChurnZero
8.0
Freshdesk
8.6

Reliability and Availability

ChurnZero
9.1
Freshdesk

Performance

ChurnZero
6.4
Freshdesk

Support Rating

ChurnZero
8.8
Freshdesk
8.9

In-Person Training

ChurnZero
6.4
Freshdesk

Online Training

ChurnZero
7.5
Freshdesk

Implementation Rating

ChurnZero
6.4
Freshdesk
10.0

Scalability

ChurnZero
9.1
Freshdesk

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