ChurnZero vs. Pendo.io

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ChurnZero
Score 9.1 out of 10
N/A
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 Success AI™ support engagement with customers and lead them to value. The platform offers journeys, health scores, survey tools, segmentation, plays,…N/A
Pendo.io
Score 8.5 out of 10
N/A
Pendo.io is a product engagement platform with features for in-app analytics, surveys and feedback, and guidance.N/A
Pricing
ChurnZeroPendo.io
Editions & Modules
No answers on this topic
*Free
Free
Base
Contact sales team
Core
Contact sales team
Pulse
Contact sales team
Ultimate
Contact sales team
Offerings
Pricing Offerings
ChurnZeroPendo.io
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
ChurnZeroPendo.io
Considered Both Products
ChurnZero
Chose ChurnZero
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.
Chose 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.
Chose ChurnZero
I haven't used anything in the same line of products.
Chose ChurnZero
Pendo is a more product manager-focused tool, it doesn't have an easy way to do health scores.
Chose ChurnZero
We (our team) were able to manage everything through this solution and did not need an admin.
Chose ChurnZero
We have only utilized HubSpot for CRM functionality, not specific Customer Success Management.
Chose ChurnZero
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 …
Chose ChurnZero
We previously used a combination of these solutions, but maintenance was cumbersome and transferability was limited. ChurnZero replaced all solutions and others.
Chose ChurnZero
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. …
Chose ChurnZero
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.
Chose ChurnZero
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.
Chose ChurnZero
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, …
Pendo.io
Chose Pendo.io
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...
Chose Pendo.io
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 …
Features
ChurnZeroPendo.io
Security
Comparison of Security features of Product A and Product B
ChurnZero
9.3
192 Ratings
5% above category average
Pendo.io
-
Ratings
Role-based user permissions9.3192 Ratings00 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
ChurnZero
9.6
204 Ratings
10% above category average
Pendo.io
-
Ratings
API9.3166 Ratings00 Ratings
Integration with Salesforce.com9.8170 Ratings00 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
ChurnZero
9.6
220 Ratings
8% above category average
Pendo.io
-
Ratings
Product usage9.4217 Ratings00 Ratings
Help desk / support tickets9.8176 Ratings00 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
ChurnZero
9.5
225 Ratings
10% above category average
Pendo.io
-
Ratings
NPS surveys9.6197 Ratings00 Ratings
Sponsor tracking8.778 Ratings00 Ratings
Customer profiles9.6210 Ratings00 Ratings
Automated workflow9.6217 Ratings00 Ratings
Internal collaboration9.8184 Ratings00 Ratings
Customer health scoring9.6222 Ratings00 Ratings
Customer segmentation9.4216 Ratings00 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
ChurnZero
9.3
225 Ratings
9% above category average
Pendo.io
-
Ratings
Customer health trends9.4214 Ratings00 Ratings
Engagement analytics9.6209 Ratings00 Ratings
Revenue forecasting8.971 Ratings00 Ratings
Dashboards9.2219 Ratings00 Ratings
Best Alternatives
ChurnZeroPendo.io
Small Businesses
ClientSuccess
ClientSuccess
Score 8.4 out of 10
ChurnZero
ChurnZero
Score 9.1 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
ChurnZero
ChurnZero
Score 9.1 out of 10
Enterprises
Gainsight CS
Gainsight CS
Score 8.9 out of 10
Whatfix
Whatfix
Score 8.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ChurnZeroPendo.io
Likelihood to Recommend
9.8
(228 ratings)
8.3
(105 ratings)
Likelihood to Renew
8.3
(5 ratings)
9.0
(4 ratings)
Usability
9.2
(132 ratings)
7.8
(18 ratings)
Availability
9.1
(1 ratings)
-
(0 ratings)
Performance
6.4
(1 ratings)
-
(0 ratings)
Support Rating
6.3
(122 ratings)
9.7
(4 ratings)
In-Person Training
6.4
(1 ratings)
-
(0 ratings)
Online Training
7.3
(2 ratings)
9.1
(1 ratings)
Implementation Rating
8.3
(3 ratings)
9.0
(1 ratings)
Configurability
6.4
(1 ratings)
-
(0 ratings)
Ease of integration
7.3
(1 ratings)
-
(0 ratings)
Product Scalability
9.1
(1 ratings)
-
(0 ratings)
Vendor post-sale
9.1
(1 ratings)
-
(0 ratings)
User Testimonials
ChurnZeroPendo.io
Likelihood to Recommend
ChurnZero
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.
Read full review
Pendo.io
I don't think Pendo.io will be able to 100% replace our onboarding workflow, but for our new users from existing customers, we are launching onboarding guides to help that segment of new users receive more on-demand, self-service training. It is a little tricky to still figure out segments based on our app's ability to have custom user roles, and it would be great to be able to create segments based on whether a user's page has a specific button appear rather than tracking their clicks, since that will inevitably leave some users out of the segment.
Read full review
Pros
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.
Read full review
Pendo.io
  • Creating solutions that you actually need and want to use - no fluff.
  • Enabling you to adopt those solutions by providing resources and a community for continual learning and improvement.
  • Everyone at Pendo.io is a rockstar - A-List employees throughout the ranks who are all determined to help you succeed. I'm amazed at all the awesome people I've worked with at Pendo. In 5 years I've never had a less-than-stellar interaction with a Pendozer.
Read full review
Cons
ChurnZero
  • 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
Read full review
Pendo.io
  • Pendo.io's Customer Support is sometimes lacking both in terms of response time and clarity/usefulness of the responses
  • Pendo.io's Customer API could use quite a bit of improvement, both in terms of what kind of functionality it allows but also in terms of the documentation available for it
  • Pendo.io's built in reporting and analysis building capabilities could be improved to allow more customization and options.
  • Pendo.io in-product communications (Pendo Guides) could be improved, particularly its out-of-the-box capabilities regarding customization of the interactions that they can "trigger" within the platform it is being used for and the types of "flow"/transitions it can support for walkthroughs. We use custom code (which Pendo Guides do support and that's nice) to make certain things work but it would be better to be able to do these things without it.
Read full review
Likelihood to Renew
ChurnZero
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
Read full review
Pendo.io
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.
Read full review
Usability
ChurnZero
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
Read full review
Pendo.io
The design of their product is visually appealing, but I find their dashboard capabilities a tad too rudimentary. I also think their guide designs could benefit from ability to customize it a bit more and align to the look and feel of our brand.
Read full review
Reliability and Availability
ChurnZero
Quick response by the CZ team.
Read full review
Pendo.io
No answers on this topic
Support Rating
ChurnZero
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.
Read full review
Pendo.io
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.
Read full review
Online Training
ChurnZero
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.
Read full review
Pendo.io
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.
Read full review
Implementation Rating
ChurnZero
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.
Read full review
Pendo.io
Use Segment to install and cut developers out of the work cycle!
Read full review
Alternatives Considered
ChurnZero
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)
Read full review
Pendo.io
Pendo.io doesn't try to fit every possible product management feature inside the application, rather it focuses on the user experience and analytics part. And they do that beautifully. Because they are focused on their strength so they are best in that, also their pricing is better than all the other competitors.
Read full review
Scalability
ChurnZero
Easy to escalate.
Read full review
Pendo.io
No answers on this topic
Return on Investment
ChurnZero
  • ChurnZero has transformed our NPS strategy, helping us get in front of unhappy customers faster
  • ChurnZero has reduced confusion and data cleanliness issues across our CS org
  • Their customer support has helped us implement and get up and running with Churnzero in excellent time.
Read full review
Pendo.io
  • It has saved us tons of money on marketing. Instead of having our team spend tons of money on advertising for new products and services, we are able to connect with our customers directly in the product, which essentially is free (aside from paying for Pendo).
  • It has saved us tons of time by not having to do big reach outs to current customers.
  • It has helped a ton with churn and onboarding. We can quickly figure out which of our customers are and aren't utilizing certain key components within our software.
Read full review
ScreenShots

ChurnZero Screenshots

Screenshot of an overview of ChurnZero's AI built for customer success. It can help automate content creation, turn scattered data into clear insights, and track customer sentiment. ChurnZero’s AI-powered tools offer deeper visibility, and better engagement.Screenshot of customer insights, presented in ChurnZero dashboards. These offer a real-time, 360° view of every customer. Users can track engagement, monitor health, and drive action without the guesswork. ChurnZero offers the insights needed to stay organized, stay informed, and deliver exceptional experiences at scale.Screenshot of the customer journey, planned, tracked, and measured. With ChurnZero, users can guide customers through key milestones, provide real-time visibility into their progress, and collaborate on personalized success strategies.Screenshot of ChurnZero's customer interaction features, that let users meet customers in the product. With in-app communications, WalkThroughs, and Success Centers, users can deliver targeted messages, guide users through key features, and provide on-demand resources without disrupting their workflow.Screenshot of automated engagement workflows, created in ChurnZero.  Scaling customer success doesn’t mean losing the personal touch. With ChurnZero, users can automate key touchpoints, jumpstart engagement with proven templates, and stay informed with instant updates.Screenshot of the real-time insights available in ChurnZero, used to identify at-risk accounts, track key trends, and forecast revenue with precision. These can be used to proactively manage churn and uncover expansion opportunities.