What users are saying about
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Top Rated
192 Ratings
2 Ratings

ChurnZero

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Top Rated
192 Ratings
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Score 8.3 out of 100
2 Ratings
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Score 10 out of 100

Feature Set Ratings

  • Vitally ranks higher in 5 feature sets: Security, Platform & Infrastructure, Customer Data Extraction / Integration, Customer Success Management, CSM Reporting & Analytics

Security

9.1

ChurnZero

91%
10.0

Vitally

100%
Vitally ranks higher in 1/1 features

Role-based user permissions

9.1
91%
127 Ratings
10.0
100%
1 Rating

Platform & Infrastructure

8.8

ChurnZero

88%
10.0

Vitally

100%
Vitally ranks higher in 2/2 features

API

8.8
88%
110 Ratings
10.0
100%
1 Rating

Integration with Salesforce.com

8.7
87%
113 Ratings
10.0
100%
1 Rating

Customer Data Extraction / Integration

7.4

ChurnZero

74%
10.0

Vitally

100%
ChurnZero ranks higher in 1/2 features

Product usage

7.9
79%
146 Ratings
10.0
100%
1 Rating

Help desk / support tickets

6.9
69%
116 Ratings
N/A
0 Ratings

Customer Success Management

8.2

ChurnZero

82%
9.7

Vitally

97%
Vitally ranks higher in 5/7 features

NPS surveys

8.3
83%
130 Ratings
8.0
80%
1 Rating

Sponsor tracking

7.0
70%
50 Ratings
N/A
0 Ratings

Customer profiles

8.3
83%
142 Ratings
10.0
100%
1 Rating

Automated workflow

8.4
84%
146 Ratings
10.0
100%
1 Rating

Internal collaboration

8.0
80%
120 Ratings
10.0
100%
1 Rating

Customer health scoring

8.3
83%
149 Ratings
10.0
100%
1 Rating

Customer segmentation

8.8
88%
145 Ratings
10.0
100%
1 Rating

CSM Reporting & Analytics

7.9

ChurnZero

79%
9.8

Vitally

98%
Vitally ranks higher in 4/4 features

Customer health trends

7.9
79%
143 Ratings
10.0
100%
1 Rating

Engagement analytics

8.3
83%
141 Ratings
10.0
100%
1 Rating

Revenue forecasting

7.7
77%
19 Ratings
9.0
90%
1 Rating

Dashboards

7.7
77%
147 Ratings
10.0
100%
1 Rating

Attribute Ratings

  • Vitally is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.5

ChurnZero

85%
153 Ratings
10.0

Vitally

100%
1 Rating

Likelihood to Renew

9.1

ChurnZero

91%
2 Ratings

Vitally

N/A
0 Ratings

Usability

8.0

ChurnZero

80%
66 Ratings

Vitally

N/A
0 Ratings

Availability

9.1

ChurnZero

91%
1 Rating

Vitally

N/A
0 Ratings

Performance

6.4

ChurnZero

64%
1 Rating

Vitally

N/A
0 Ratings

Support Rating

8.0

ChurnZero

80%
67 Ratings

Vitally

N/A
0 Ratings

In-Person Training

6.4

ChurnZero

64%
1 Rating

Vitally

N/A
0 Ratings

Online Training

7.3

ChurnZero

73%
2 Ratings

Vitally

N/A
0 Ratings

Implementation Rating

6.4

ChurnZero

64%
1 Rating

Vitally

N/A
0 Ratings

Product Scalability

9.1

ChurnZero

91%
1 Rating

Vitally

N/A
0 Ratings

Likelihood to Recommend

ChurnZero

This is a truly impressive platform and tool for any business. Sure, it requires some effort and time to set up. However, ChurnZero has a team of dedicated and knowledgeable associates that will help you every step of the way. You really need to treat them like an extension of your own team, but the effort to get everything set up and functional is well worth it. Highly recommended.
Joseph Clark | TrustRadius Reviewer

Vitally

  • Vitally is suitable for any software company that is looking to measure and report and action the health of their customers.
  • While you would get less value from the tool if you do not have a team in place to action the insights it generates, I would still recommend that smaller teams look at implementing health scores and setting up automated responses to bad health.
Anonymous | TrustRadius Reviewer

Pros

ChurnZero

  • Onboarding Experience - I'm paired with my CSM and a Technical Solutions Engineer right from the start. We meet constantly and they help drive adoption for both myself as well as my CSM team.
  • UI/UX - The user experience for the CSM is very straightforward and user-friendly. Having an easy-to-use platform means it's easier for me as the ops manager to drive the adoption of new campaigns within ChurnZero for my team.
  • Segments - The bedrock of ChurnZero. The building of segments and their use within the platform makes targeting reports, plays, journeys, alerts, dashboards, you name it - so incredibly easy to do. It's also something our CSMs can be empowered to build themselves in private views, allowing me to no longer be a blocker on asks from my team.
Will Patterson | TrustRadius Reviewer

Vitally

  • Simple setup
  • Detailed reporting
  • Automates manual tasks
  • Excellent support
Anonymous | TrustRadius Reviewer

Cons

ChurnZero

  • We have only come across very minor things that haven't been possible. For the most part, 99% of what we want to do is possible. The things we haven't been able to do have to do with sorting dashboard reports and seeing % of ChurnScores on a pie chart. Neither of which are deal-breakers but would be definitely nice to have. I have been in the SaaS industry for over 15 years on the sales/account management/customer success side. I went into this expecting to be disappointed during implementation on something that wouldn't be possible and I have been very pleasantly surprised to not have that experience.
Alaina Loori | TrustRadius Reviewer

Vitally

  • NPS measurement is not particularly customizable
Anonymous | TrustRadius Reviewer

Pricing Details

ChurnZero

General

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

Starting Price

Vitally

General

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

Starting Price

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

Vitally

No score
No answers yet
No answers on this topic

Usability

ChurnZero

ChurnZero 8.0
Based on 66 answers
This is the area I'd say ChurnZero could improve on. I have a lot of minor issues with things like the email editor, finding the correct merge fields, or custom fields to select and use. It never causes significant problems, but still, improvements would be welcomed.
Ryan DeAngelo | TrustRadius Reviewer

Vitally

No score
No answers yet
No answers on this topic

Reliability and Availability

ChurnZero

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

Vitally

No score
No answers yet
No answers on this topic

Support Rating

ChurnZero

ChurnZero 8.0
Based on 67 answers
The customer support is very responsive whenever you need help with something within the platform. I've never had a bad experience over my tenure at my current employer. They usually reply within 1 hour or less via email correspondence. Please keep up the good work with the customer support team, and we know it's not an easy one.
Zlatan Divjakinja | TrustRadius Reviewer

Vitally

No score
No answers yet
No answers on this topic

Online Training

ChurnZero

ChurnZero 7.3
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

Vitally

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

Vitally

No score
No answers yet
No answers on this topic

Alternatives Considered

ChurnZero

Much more robust with plays, segmentation, and in-app messaging capabilities. Also, better sales experience. Churn Zero took the time to learn our business and that made our implementation more customized for us. There were also integrations to other systems that we use that other solution didn't have. Overall, ChurnZero felt like the most complete solution for end-to-end customer experience and success management.
Mike Holihan | TrustRadius Reviewer

Vitally

  • Vitally was much easier to both set up and maintain than ChurnZero. The ongoing cost of keeping Churn Zero set up correctly was ultimately too much and caused us to look at other tools.
  • Vitally's user interface is much cleaner and easier to understand. While ChurnZero may have more customizations, we ultimately found we were not using large portions of their app.
  • Vitally worked out to be much cheaper for our needs.
Anonymous | TrustRadius Reviewer

Scalability

ChurnZero

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

Vitally

No score
No answers yet
No answers on this topic

Return on Investment

ChurnZero

  • ChurnZero has helped me save numerous customer accounts from churning. It also helps me understand how to re-engage distant customers. It's been crucial for managing accounts in onboarding or purchasing new products.
  • I do think my company is missing aspects of onboarding journey data regarding the types of journeys that take longer or having fields that would relate to why users are struggling to adopt the software and that would be helpful for the types of customers that I work with on a daily basis.
  • I really appreciate how ChurnZero alerts me of what journeys are falling behind, stuck, etc. It really does help to know if I've missed updating a task or if I need to reconnect with a user I haven't touched base with in awhile. This saves my company from losing customers and preventing customers from failing their journeys.
Chauntee Clark | TrustRadius Reviewer

Vitally

  • Increased renewal rates
  • Reduced overall time spent analyzing customer health
  • Reduces manual tasks for customer health
Anonymous | TrustRadius Reviewer

Screenshots

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