What users are saying about
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Top Rated
134 Ratings
1 Rating

ChurnZero

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Top Rated
134 Ratings
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Score 8.1 out of 100
1 Rating
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Score 10 out of 100

Likelihood to Recommend

ChurnZero

ChurnZero simplifies many of the client journeys, like Onboarding and Renewal processes. It is also a great home for all [the] data about a specific client. It is also [well] suited for repetitive emails [and] tasks, as it can automate them for team members. ChurnZero can also alert you of upcoming events within your account or recent account changes. It [...] also [helps] you track anticipated churn or account growth.
Anonymous | 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

Feature Rating Comparison

Security

ChurnZero
8.2
Vitally
10.0
Role-based user permissions
ChurnZero
8.2
Vitally
10.0

Platform & Infrastructure

ChurnZero
8.5
Vitally
10.0
API
ChurnZero
8.5
Vitally
10.0
Integration with Salesforce.com
ChurnZero
8.4
Vitally
10.0

Customer Data Extraction / Integration

ChurnZero
8.2
Vitally
10.0
Product usage
ChurnZero
8.3
Vitally
10.0
Help desk / support tickets
ChurnZero
8.2
Vitally

Customer Success Management

ChurnZero
8.2
Vitally
9.7
NPS surveys
ChurnZero
8.5
Vitally
8.0
Sponsor tracking
ChurnZero
7.4
Vitally
Customer profiles
ChurnZero
8.2
Vitally
10.0
Automated workflow
ChurnZero
8.6
Vitally
10.0
Internal collaboration
ChurnZero
7.5
Vitally
10.0
Customer health scoring
ChurnZero
8.6
Vitally
10.0
Customer segmentation
ChurnZero
8.8
Vitally
10.0

CSM Reporting & Analytics

ChurnZero
8.1
Vitally
9.8
Customer health trends
ChurnZero
8.3
Vitally
10.0
Engagement analytics
ChurnZero
8.2
Vitally
10.0
Dashboards
ChurnZero
7.6
Vitally
10.0
Revenue forecasting
ChurnZero
Vitally
9.0

Pros

ChurnZero

  • Mass communication: ChurnZero helps us quickly and efficiently communicate important information to all of our accounts at once without making it seem like it's coming from some generic marketing team (all love to my marketing friends out there!)
  • Usage data: By being able to sync our customer's product usage with ChurnZero, it allows the customer success team to be proactive with accounts that may be declining in app usage to try and re-engage. Or it can help us identify who is really using our product well and reach out to them to hopefully gain a reference or case study.
  • Note-taking and activity logging: ChurnZero has made it super easy to take notes and log activities for the many accounts we manage. It seems like on nearly every page within the app, there is a function to quickly add a note or create a task for follow up. This allows to really live within the product and easily access notes from past meetings and follow up on tasks that are due soon for our customers.
James O'Neal | TrustRadius Reviewer

Vitally

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

Cons

ChurnZero

  • Too much functionality; the system is very robust and requires some time and playing around to get used to.
  • We would love to see user data on a more granular level, but this is a feature that we have not enabled yet.
  • We took a long time to implement ChurnZero, but this was a failure on our organization, not on ChurnZero's side.
  • Our first CSM was okay, but not the greatest, he was replaced before we went live with our new CSM, Chase, who is fantastic!
Greg Watkins | TrustRadius Reviewer

Vitally

  • NPS measurement is not particularly customizable
Anonymous | TrustRadius Reviewer

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 21 answers
ChurnZero has a massive variety of features, but it takes time and dedication in setting up the platform. Fortunately, ChurnZero's support model is very helpful in setting everything up.Once the platform is part of the process and everyone on board understands it, it adds great value to our CS work.
Maximilian Celebi | 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 8.8
Based on 21 answers
Their customer success team and implementation team are fantastic, and always happy to help.I've not had the best responses from their support team, but I've also not asked the most of them so far. I can't judge their entire team based on the interactions with them that I've had so far
Anonymous | TrustRadius Reviewer

Vitally

No score
No answers yet
No answers on this topic

Online Training

ChurnZero

ChurnZero 7.5
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

The in-app messaging based on certain segments was the key differentiator. Also, while they are growing as an organization and expanding their portfolio of customers, they are extremely receptive to product suggestions, most of our suggestions we have given them have been implemented and prioritized to the best of their ability.
Anonymous | 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

  • Health scores allowed us to measure accounts health and fix issues with accounts at risk due to low usage.
  • Our product team is able to use the activities/events reports to prioritize dev tasks in an efficient way, focusing on features that drive more value and therefore to allocate resources while managing the efforts and costs associated.
tal horovits | TrustRadius Reviewer

Vitally

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

Screenshots

Pricing Details

ChurnZero

General

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

Vitally

General

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

Rating Summary

Likelihood to Recommend

ChurnZero
8.6
Vitally
10.0

Likelihood to Renew

ChurnZero
9.1
Vitally

Usability

ChurnZero
8.0
Vitally

Reliability and Availability

ChurnZero
9.1
Vitally

Performance

ChurnZero
6.4
Vitally

Support Rating

ChurnZero
8.8
Vitally

In-Person Training

ChurnZero
6.4
Vitally

Online Training

ChurnZero
7.5
Vitally

Implementation Rating

ChurnZero
6.4
Vitally

Scalability

ChurnZero
9.1
Vitally

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