ChurnZero vs. UserGuiding

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.

I would recommend this to teams who have multiple people who can work together in getting the necessary source codes input, the guides built, and the parameters identified. I would also recommend this product to anyone who is primarily concerned about price. Compared to competitors, the price vs the feature set was by far the best out of the 6 companies I demoed with. If one person is trying to get this set up and it isn't part of their full-time job, it will take a while because there is a pretty big learning curve as to what order to do things. Further, once the basics are set up, it does take a fair amount of time and testing to build the walk-throughs, especially if you want to use advanced logic

Incentivized

• Plays: Allows you to bulk send emails out to clients based on easy to make segments. Also, allows us to track success of a play. Previously, we had to work with our marketing team to send out any emails and it was an extremely bulky process that took far too long for the payout.
• Segments: Better than any other CRM reporting functionality. Allows us to more accurately look at portions of our clients based on different factors that are extremely easy to use.
• Health Scores: The customization allows us to really play around with different health scores as we figure out what good health across clients and services really look like.
• Transparency: Allows me as a manager to see a much better comprehensive look at my team's performance.

Incentivized

• Good price
• Responsive CS and sales team
• Had all of the features we were looking for

Incentivized

• More clarity around our usage (event) data - it can be difficult to understand all the terminology ChurnZero uses
• Add more functionality for use cases of Operations teams - currently focused mainly on CSM usage
• Ability to set defaults when viewing dashboards and command center - currently all choices reset

Incentivized

• The initial setup process isn't as transparently intuitive as it was sold
• It's a fairly large barrier to entry for one person to get the guides set up
• We weren't instructed how to 'turn off' the URL hits until we had our parameters segmented so the first two months we hit our limits before anything was even launched on our end. That made testing hard.

Incentivized

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

Incentivized

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

Incentivized

Quick response by the CZ team.

Incentivized

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.

Incentivized

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.

Incentivized

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.

Incentivized

We've used several products such as HubSpot, Asana, and Chameleon. ChurnZero gave us all of the features we were looking for including product usage, health scores, automations, journeys, in app walk-throughs and in app announcements. We were able to replace several platforms with ChurnZero and ended up with more functionality.

Incentivized

By far the best price for the available features. They had a really easy demo scheduling process (and had availability to demo within a day or two where some of the other products were a week+ to schedule). You can build unlimited guides and if you don't hit your user limit because you failed to identify target parameters at the start, that is a huge selling point ;)

Incentivized

Easy to escalate.

Incentivized

• Already allowing us to do some data-clean up and better identify struggling accounts
• Gives us the tools to re-teach our team on being proactive, not reactive
• We can more easily identify accounts that are positioned well for cross sell
• Over time, we hope to see higher renewal retention

Incentivized

• We lost two months due to running out of 'hits' before we were able to target the right fields. This was partly our fault for not having enough time to dedicate to it, but it would have been helpful to have a 'pause' button or be told to look out for this scenario.
• We canceled our account after 4 or 5 months because I, as the sole user on our team, didn't have nearly enough time to build out the guides the way we had envisioned. It wasn't quite as easy to understand as I'd hoped. It was doable, but a slow process and I got too busy with other pressing issues with my company.
• It would have been a good ROI for the available features and price if I'd had a solid amount of time to really build it out and understand it better. The training options could have been a lot more user-friendly to help bridge that knowledge gap.

Incentivized