ChurnZero vs. Salesforce Service Cloud

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
Salesforce Service Cloud
Score 8.6 out of 10
N/A
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
$25
per month
Pricing
ChurnZeroSalesforce Service Cloud
Editions & Modules
No answers on this topic
Starter Suite
$25
per month
Professional
$80
per month
Enterprise
$165
per month per user
Unlimited
$165
per month per user
Unlimited+
$165
per month per user
Offerings
Pricing Offerings
ChurnZeroSalesforce Service Cloud
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
ChurnZeroSalesforce Service Cloud
Considered Both Products
ChurnZero
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.
Salesforce Service Cloud

No answer on this topic

Features
ChurnZeroSalesforce Service Cloud
Security
Comparison of Security features of Product A and Product B
ChurnZero
9.3
192 Ratings
5% above category average
Salesforce Service Cloud
-
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
Salesforce Service Cloud
-
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
Salesforce Service Cloud
-
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
Salesforce Service Cloud
-
Ratings
NPS surveys9.6197 Ratings00 Ratings
Sponsor tracking8.678 Ratings00 Ratings
Customer profiles9.6210 Ratings00 Ratings
Automated workflow9.6217 Ratings00 Ratings
Internal collaboration9.7184 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
Salesforce Service Cloud
-
Ratings
Customer health trends9.4214 Ratings00 Ratings
Engagement analytics9.6209 Ratings00 Ratings
Revenue forecasting8.971 Ratings00 Ratings
Dashboards9.2219 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ChurnZero
-
Ratings
Salesforce Service Cloud
8.8
78 Ratings
7% above category average
Organize and prioritize service tickets00 Ratings9.276 Ratings
Expert directory00 Ratings8.454 Ratings
Subscription-based notifications00 Ratings8.964 Ratings
ITSM collaboration and documentation00 Ratings8.261 Ratings
Ticket creation and submission00 Ratings9.176 Ratings
Ticket response00 Ratings9.075 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
ChurnZero
-
Ratings
Salesforce Service Cloud
8.8
73 Ratings
10% above category average
External knowledge base00 Ratings8.764 Ratings
Internal knowledge base00 Ratings8.971 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
ChurnZero
-
Ratings
Salesforce Service Cloud
8.8
78 Ratings
10% above category average
Customer portal00 Ratings8.455 Ratings
IVR00 Ratings8.735 Ratings
Social integration00 Ratings8.748 Ratings
Email support00 Ratings9.277 Ratings
Help Desk CRM integration00 Ratings9.067 Ratings
Best Alternatives
ChurnZeroSalesforce Service Cloud
Small Businesses
ClientSuccess
ClientSuccess
Score 8.4 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Gainsight CS
Gainsight CS
Score 8.9 out of 10
SysAid
SysAid
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ChurnZeroSalesforce Service Cloud
Likelihood to Recommend
9.8
(228 ratings)
8.8
(84 ratings)
Likelihood to Renew
8.3
(5 ratings)
7.2
(8 ratings)
Usability
9.2
(132 ratings)
8.0
(12 ratings)
Availability
9.1
(1 ratings)
9.5
(29 ratings)
Performance
6.4
(1 ratings)
8.6
(7 ratings)
Support Rating
6.3
(122 ratings)
7.0
(20 ratings)
In-Person Training
6.4
(1 ratings)
10.0
(1 ratings)
Online Training
7.3
(2 ratings)
9.0
(1 ratings)
Implementation Rating
8.3
(3 ratings)
7.0
(1 ratings)
Configurability
6.4
(1 ratings)
-
(0 ratings)
Ease of integration
7.3
(1 ratings)
5.0
(1 ratings)
Product Scalability
9.1
(1 ratings)
-
(0 ratings)
Vendor post-sale
9.1
(1 ratings)
8.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
ChurnZeroSalesforce Service Cloud
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
Salesforce
It is a helpful tool, but it can be a bit cumbersome to manage. It is also a bit expensive, but we already use CRM for Salesforce and it is convenient to be able to immediately tag contacts and accounts when the tickets come into the system and tie them directly to the account. I do know an integration with Jira is possible (we use Jira internally for our engineering team to escalate issues) but it is not configured right now so managing the connection between support tickets and Jira tickets is manual and hard to keep up with
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
Salesforce
  • Allows us to make changes quickly and with relative ease
  • Can be flexible enough to use among several teams who do very different work
  • Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system
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
Salesforce
  • There is a slight scope for error, but sometimes it has a heavy impact. So this can be improved.
  • Costing is high.
  • Maintenance is more.
  • Expertise is required for implementation.
  • The number of communication messages have some limit per organisation account.
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
Salesforce
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
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
Salesforce
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Read full review
Reliability and Availability
ChurnZero
Quick response by the CZ team.
Read full review
Salesforce
Salesforce's Trust Center clearly communicates occasional issues to anyone who subscribes, down to an organization's cloud instance. Bundled sandboxes ease updates, and seasonal upgrades are seamless, scheduled well in advance with plenty of information about what's coming. Support agents have noticed intermittent Omni-Channel disconnects due to internet connections, and these are clearly notified.
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Performance
ChurnZero
No answers on this topic
Salesforce
The Salesforce Service Cloud generally has very good performance, however the overall new Lightning user experience can bring that down. For example, if you have too many tabs open, then it can take a while for the Lightning UI to load. This UI is probably not well equipped to handle loading of all of that information at once, but Users tend to leave their tabs open all day long. It can also be fickle depending on which browser you use, what extensions you have installed, and whether you've cleared your cache. This can be the downfall with any software as a service though, not just Salesforce
Read full review
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
Salesforce
Salesforce offers support, although it generally gets routed to overseas support teams first, and once they are unable to help, it gets escalated up the chain to higher tiers. Frequently, the answer back from support is that there is no native solution, and we either have to turn to the AppExchange for some solution provided by another developer, or custom build our own solution.
Read full review
In-Person Training
ChurnZero
No answers on this topic
Salesforce
Our in-person training was provided by our implementation partner and it was quite good. This was in part because we were already working with them and so it naturally leant itself to a good training relationship. And because they were building our customizations and configuring things, they could then provide training on those things naturally.
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
Salesforce
Trailheads are great but it was often unclear what actually applied to our organization. This made it difficult to get a whole lot out of it. Part of it is that because the basic Salesforce features didn't quite work for us, we had to add customizations, which then nullified a lot of the training.
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.
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Salesforce
I would go through an implementation very differently knowing what I know now. It was difficult coming from systems we liked in post-sales service and having to adapt to the clunky and underwhelming feature set in Salesforce. I would trim back our expectations
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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
Salesforce
Salesforce service cloud is more configurable than Zendesk and Freshdesk. It has its own inbuilt AI chatbot also which further improves service agent efficiency. Salesforce is more integration agnostic and has pre-built connectors with multiple 3rd party systems. However, in terms of pricing it is priced at a premium compared to the other solutions
Read full review
Scalability
ChurnZero
Easy to escalate.
Read full review
Salesforce
The product has scaled up with our company growth just fine. No issues here other than slowness in clicking around and running reports
Read full review
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
Salesforce
  • Because this is a cloud service, the security, implementation framework and feature list is very mature and you don't have to develop these during implementation.
  • The larger the implementation programme the better the licensing arrangements
  • Free developer toolkit for proof of concepts or showcasing features
  • Limited to annual subscription model
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.

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center