ChurnZero vs Zendesk Support Suite | TrustRadius

What users are saying about

Score 8.1 out of 10

Based on 134 reviews and ratings

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Score 8.1 out of 10

Based on 693 reviews and ratings

Feature Rating Comparison

ChurnZero

Zendesk Support Suite

Role-based user permissions

ChurnZero

Zendesk Support Suite

API

Integration with Salesforce.com

ChurnZero

Zendesk Support Suite

Product usage

Help desk / support tickets

ChurnZero

Zendesk Support Suite

NPS surveys

Sponsor tracking

Customer profiles

Automated workflow

Internal collaboration

Customer health scoring

Customer segmentation

ChurnZero

Zendesk Support Suite

Customer health trends

Engagement analytics

Dashboards

ChurnZero

Zendesk Support Suite

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

ChurnZero

Zendesk Support Suite

External knowledge base

Internal knowledge base

ChurnZero

Zendesk Support Suite

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

Pros

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.

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Customer Success Manager

CallRailComputer Software, 201-500 employees

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Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
Zendesk makes it easy for users to indicate if they are available to respond or not.
Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!

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Verified User

Manager in Social Media

Non-profit Organization Management Company, 201-500 employees

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Cons

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!

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Senior Customer Success Manager (Strategic Accounts)

TipaltiFinancial Services, 201-500 employees

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Allow each user to customize the look of their Dash, rather than being hemmed in by company selections
Provide a way for Suspended tickets (created by emails from non-users) to be better managed
Set a timer for tickets to reopen on a more individual ticket basis.

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Verified User

Employee in Customer Service

Information Technology and Services Company, 51-200 employees

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Likelihood to Renew

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.

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Samuel Hewstone

Customer Success Agent

TGAInformation Technology & Services, 11-50 employees

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Zendesk Support Suite 10.0

Based on 38 answers

There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.

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Team Member

Onshape Inc.Computer Software, 51-200 employees

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Usability

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.

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Maximilian Celebi

Customer Success Manager

School Stream - Smart Parent CommunicationEducation Management, 11-50 employees

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Zendesk Support Suite 8.9

Based on 18 answers

As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility

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Verified User

Team Lead in Information Technology

Telecommunications Company, 51-200 employees

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Reliability and Availability

ChurnZero 9.1

Based on 1 answer

Quick response by the CZ team.

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Beatriz de Rosa Soares

Customer Success Operations

PixeonInformation Technology & Services, 201-500 employees

View all 1 answers on this topic

Zendesk Support Suite 8.6

Based on 26 answers

In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.

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Co-Founder / Devleoper of Out of Milk

Capigami, IncComputer Software, 1-10 employees

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Performance

ChurnZero 6.4

Based on 1 answer

No answer on this topic is available.

Zendesk Support Suite 8.0

Based on 20 answers

There has been minor performance degradation on a very few days out of the two years I have been using the product.

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CFO/Director of Application Development

New Horizon Software Technologies, Inc.Computer Software, 1-10 employees

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Support Rating

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

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Verified User

Account Manager in Other

E-Learning Company, 11-50 employees

View all 21 answers on this topic

Zendesk Support Suite 6.2

Based on 53 answers

Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.

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Director of support and services

HyporiComputer & Network Security, 11-50 employees

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Online Training

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.

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Customer Success Manager

WorkzoneInternet, 11-50 employees

View all 2 answers on this topic

Zendesk Support Suite 7.9

Based on 9 answers

Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.

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Co-Founder / Devleoper of Out of Milk

Capigami, IncComputer Software, 1-10 employees

View all 9 answers on this topic

Implementation Rating

ChurnZero 6.4

Based on 1 answer

Sometimes, it can be hard to implement other systems to CZ.

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Beatriz de Rosa Soares

Customer Success Operations

PixeonInformation Technology & Services, 201-500 employees

View all 1 answers on this topic

Zendesk Support Suite 9.0

Based on 35 answers

I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy

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Verified User

Director in Customer Service

Computer Software Company, 201-500 employees

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Alternatives Considered

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.

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Verified User

Manager in Customer Service

Information Services Company, 201-500 employees

View all 108 answers on this topic

I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.

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Vice President, e-Commerce

JS Products, Inc.Consumer Goods, 51-200 employees

View all 120 answers on this topic

Scalability

ChurnZero 9.1

Based on 1 answer

Easy to escalate.

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Beatriz de Rosa Soares

Customer Success Operations

PixeonInformation Technology & Services, 201-500 employees

View all 1 answers on this topic

No score

No answers yet

No answers on this topic

Return on Investment

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.

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Director of CX and NYC operations

Amenity AnalyticsComputer Software, 51-200 employees

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The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.

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Alicia Barevich, bCRE, bCEE

Database Administrator

The Blake SchoolPrimary/Secondary Education, 201-500 employees

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Screenshots

See All (9) ChurnZero Screenshots

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Pricing Details

General

Free Trial

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Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

ChurnZero Editions & Modules

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Additional Pricing Details

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General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Optional

Zendesk Support Suite Editions & Modules

Edition

Suite Team	$49.00¹
Suite Growth	$79.00¹
Suite Professional	$99.00¹
Suite Enterprise	$150.00¹
Additional Enterprise-Ready Plans, starting at...	$215.00¹
Support Team (Foundational Support Only)	$19.00¹

per agent/month billed annually

Additional Pricing Details

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Rating Summary

ChurnZero

Zendesk Support Suite

ChurnZero

Zendesk Support Suite

ChurnZero

Zendesk Support Suite

ChurnZero

Zendesk Support Suite

ChurnZero

Zendesk Support Suite

ChurnZero

Zendesk Support Suite

ChurnZero

Zendesk Support Suite

ChurnZero

Zendesk Support Suite

ChurnZero

Zendesk Support Suite

ChurnZero

Zendesk Support Suite

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