What users are saying about

ChurnZero

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30 Ratings

Pendo.io

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Top Rated
63 Ratings

ChurnZero

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30 Ratings
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Score 9.2 out of 101

Pendo.io

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Top Rated
63 Ratings
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Score 9 out of 101

Add comparison

Likelihood to Recommend

ChurnZero

I believe it is a great tool for small to medium size Customer Success teams whose client base is also in the SMB sector. It seems more than powerful enough to solve our unique business problems. However it is not a huge enterprise level piece of software. I think it is a perfect fit for our team but there are still some things we need to work out.
Hardin Lovett profile photo

Pendo.io

Good for walkthroughs, guides, and analytics. OK for very simple surveys. Inappropriate for surveys with more than one or two questions, or which require more robust survey functionality.
Ted Boren profile photo

Feature Rating Comparison

Security

ChurnZero
8.7
Pendo.io
Role-based user permissions
ChurnZero
8.7
Pendo.io

Platform & Infrastructure

ChurnZero
8.5
Pendo.io
API
ChurnZero
8.2
Pendo.io
Integration with Salesforce.com
ChurnZero
8.8
Pendo.io

Customer Data Extraction / Integration

ChurnZero
8.4
Pendo.io
Product usage
ChurnZero
8.6
Pendo.io
Help desk / support tickets
ChurnZero
8.3
Pendo.io

Customer Success Management

ChurnZero
8.4
Pendo.io
NPS surveys
ChurnZero
8.1
Pendo.io
Sponsor tracking
ChurnZero
8.2
Pendo.io
Customer profiles
ChurnZero
8.6
Pendo.io
Automated workflow
ChurnZero
8.3
Pendo.io
Internal collaboration
ChurnZero
7.8
Pendo.io
Customer health scoring
ChurnZero
8.6
Pendo.io
Customer segmentation
ChurnZero
8.9
Pendo.io

CSM Reporting & Analytics

ChurnZero
8.6
Pendo.io
Customer health trends
ChurnZero
8.7
Pendo.io
Engagement analytics
ChurnZero
8.7
Pendo.io
Dashboards
ChurnZero
8.4
Pendo.io

Pros

  • Journeys and managing where people are at - nice to be able to see where people are at with their usage of our platform
  • Integrating with Salesforce and our own platform - allows us to spread information between teams and colleagues
  • Predicting churn - creating our customized churn score to be able to predict happy / unhappy customers.
Jewell Kieley profile photo
  • Pendo provides a flexible solution to rapidly create and deploy messaging to our users directly in the context of our application. We can target segments of users easily, and can even set up engagement tracking on the guides themselves to gauge how effective they are.
  • We also utilize Pendo for good high-level on-going reporting centered around feature engagement. On the Product team, we reference these reports for our QBRs, as well as during design strategy sessions to substantiate which areas of our application we want to focus on for improvements.
  • We utilize NPS poll data to understand user perspectives, delightful moments & pain points, and use that qualitative data to power customer stories for internal & external presentations on application usage. We also combine that qualitative data with engagement data to further plan ongoing product update efforts.
  • Customer service is top class. Really. Their team is amazing, and I chat with them pretty regularly. I create lots of custom implementations of guides and often have questions about what I can & can't do. Our CSM is super responsive and very knowledgeable. When I have more technical questions, I have an easy time scheduling 1-on-1's with their tech support team, and 98% of the time, my questions are resolved quickly. I recently had the pleasure of speaking with the VP of Product regarding their roadmap and was pleasantly surprised to find out that a feature I wanted to suggest is already in the roadmap & being developed.
  • This team is super engaged and cares about their partners. They are a terrific example of how to effectively grow a product, create an environment to foster customer loyalty, and make sure everyone wins.
Jonathan Slavuter profile photo

Cons

  • Cannot CC people on emails sent from CZ if they are not users in CZ. This is frustrating as we often have several contacts associated with each account that we would want to CC on emails sent from CZ. This makes it so that we don't really use the email feature in CZ. But, our CSM (who is awesome- Chase) told us that functionality is on the roadmap
  • Cannot accurately report on plays - reporting on journeys is great but reporting on plays is difficult
  • A few other technical glitches.
Jewell Kieley profile photo
  • Some portions of their product can be harder to use for users who do not understand HTML/CSS.
  • I sometimes experience lag in their frame builder.
Lance Gorji profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Pendo.io9.0
Based on 1 answer
Key business-facing software with room to grow, but waiting on mobile support
No photo available

Usability

ChurnZero8.2
Based on 1 answer
ChurnZero its pretty easy to use once you have received the proper training on the platform. Most of their features are very self-explanatory and you just need a few attempts and tries around the platform to master the usage of these features. Having someone who dedicated to this platform and dedicated to helping your team with it, is also key to success.
Pamela Castillo profile photo
Pendo.io8.4
Based on 3 answers
Generally very easy to pick it up and start using right away without a great deal of training.
Ted Boren profile photo

Support

ChurnZero9.1
Based on 1 answer
The support member Peter was very proactive in booking time when he felt that further explanation was required. He also took time to understand my issue and provided answers that I was not even aware of
Preston Lam profile photo
Pendo.io10.0
Based on 1 answer
Support is fast, knowledgeable, and goes out of their way to find solutions. Our particular question had to do with Segment integration, and was resolved immediately
No photo available

Implementation

No score
No answers yet
No answers on this topic
Pendo.io9.0
Based on 1 answer
Use Segment to install and cut developers out of the work cycle!
No photo available

Alternatives Considered

I am familiar with AS400, Salesforce and other CRM software. Other alternatives no doubt satisfy needs. The main difference, and it is a big one, is it is as if ChurnZero completed a thorough analysis of all competitors and what those software providers do and do not do. They have what the others have, but better. Then, they have much more than the others have, filling a big gap in the market. One factor that I think this was easier for them to do this than more legacy systems, such as AS400, is that it was new and innovative with updated market information from the start. It did not involve a need to try and take where you are and without revamping everything, make it what they need it to be to be more comprehensive. As a result, I sincerely see an opportunity in the CRM market space for ChurnZero to take a majority of the market.
Rex Muhlestein profile photo
Heap is a tool used only for engagement analytics. It is quite robust and provides a flexible solution for collecting large sets of very granular user engagement data within our application. Definitions are easily created, definition rules are flexible and intuitive, and on-demand reporting is very fast. I use Heap to complement Pendo reporting data as I'm able to report on a more granular basis, and will continue to use it until Pendo is able to offer the same level of flexibility & granularity.
Jonathan Slavuter profile photo

Return on Investment

  • Positive impact - 20x return on investment in dollars
  • Better client communication
  • Enhanced customer loyalty
Pete Pietro profile photo
  • We no longer have to wait weeks for an engineer to produce new product guides, which saves us time, lots of money, and frustration. We can have engineers focus on building new products and features while the product and design team focuses on the messaging and delivery to clients.
Lance Gorji profile photo

Pricing Details

ChurnZero

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

Pendo.io

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