What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
194 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
812 Ratings

ChurnZero

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
194 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Zendesk Support Suite

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
812 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100

Feature Set Ratings

    Security

    9.1

    ChurnZero

    91%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    ChurnZero ranks higher in 1/1 features

    Role-based user permissions

    9.1
    91%
    129 Ratings
    N/A
    0 Ratings

    Platform & Infrastructure

    8.7

    ChurnZero

    87%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    ChurnZero ranks higher in 2/2 features

    API

    8.8
    88%
    112 Ratings
    N/A
    0 Ratings

    Integration with Salesforce.com

    8.7
    87%
    114 Ratings
    N/A
    0 Ratings

    Customer Data Extraction / Integration

    7.4

    ChurnZero

    74%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    ChurnZero ranks higher in 2/2 features

    Product usage

    7.9
    79%
    148 Ratings
    N/A
    0 Ratings

    Help desk / support tickets

    6.9
    69%
    117 Ratings
    N/A
    0 Ratings

    Customer Success Management

    8.2

    ChurnZero

    82%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    ChurnZero ranks higher in 7/7 features

    NPS surveys

    8.3
    83%
    132 Ratings
    N/A
    0 Ratings

    Sponsor tracking

    7.0
    70%
    50 Ratings
    N/A
    0 Ratings

    Customer profiles

    8.3
    83%
    144 Ratings
    N/A
    0 Ratings

    Automated workflow

    8.4
    84%
    148 Ratings
    N/A
    0 Ratings

    Internal collaboration

    8.0
    80%
    121 Ratings
    N/A
    0 Ratings

    Customer health scoring

    8.3
    83%
    151 Ratings
    N/A
    0 Ratings

    Customer segmentation

    8.8
    88%
    147 Ratings
    N/A
    0 Ratings

    CSM Reporting & Analytics

    7.9

    ChurnZero

    79%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    ChurnZero ranks higher in 4/4 features

    Customer health trends

    7.9
    79%
    145 Ratings
    N/A
    0 Ratings

    Engagement analytics

    8.3
    83%
    143 Ratings
    N/A
    0 Ratings

    Revenue forecasting

    7.7
    77%
    20 Ratings
    N/A
    0 Ratings

    Dashboards

    7.7
    77%
    149 Ratings
    N/A
    0 Ratings

    Incident and problem management

    ChurnZero

    Feature Set Not Supported
    N/A
    7.1

    Zendesk Support Suite

    71%
    Zendesk Support Suite ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    7.3
    73%
    87 Ratings

    Expert directory

    N/A
    0 Ratings
    6.2
    62%
    55 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    6.1
    61%
    62 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    6.8
    68%
    58 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.1
    81%
    88 Ratings

    Ticket response

    N/A
    0 Ratings
    7.9
    79%
    87 Ratings

    Self Help Community

    ChurnZero

    Feature Set Not Supported
    N/A
    6.9

    Zendesk Support Suite

    69%
    Zendesk Support Suite ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    7.0
    70%
    75 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    6.8
    68%
    70 Ratings

    Multi-Channel Help

    ChurnZero

    Feature Set Not Supported
    N/A
    6.7

    Zendesk Support Suite

    67%
    Zendesk Support Suite ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    7.0
    70%
    69 Ratings

    IVR

    N/A
    0 Ratings
    5.3
    53%
    29 Ratings

    Social integration

    N/A
    0 Ratings
    6.5
    65%
    53 Ratings

    Email support

    N/A
    0 Ratings
    7.6
    76%
    84 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    7.0
    70%
    63 Ratings

    Attribute Ratings

    • ChurnZero is rated higher in 3 areas: Likelihood to Recommend, Availability, Support Rating
    • Zendesk Support Suite is rated higher in 6 areas: Likelihood to Renew, Usability, Performance, In-Person Training, Online Training, Implementation Rating

    Likelihood to Recommend

    8.5

    ChurnZero

    85%
    155 Ratings
    7.2

    Zendesk Support Suite

    72%
    126 Ratings

    Likelihood to Renew

    9.1

    ChurnZero

    91%
    2 Ratings
    10.0

    Zendesk Support Suite

    100%
    38 Ratings

    Usability

    8.0

    ChurnZero

    80%
    68 Ratings
    9.5

    Zendesk Support Suite

    95%
    18 Ratings

    Availability

    9.1

    ChurnZero

    91%
    1 Rating
    8.6

    Zendesk Support Suite

    86%
    26 Ratings

    Performance

    6.4

    ChurnZero

    64%
    1 Rating
    8.0

    Zendesk Support Suite

    80%
    20 Ratings

    Support Rating

    8.0

    ChurnZero

    80%
    69 Ratings
    7.0

    Zendesk Support Suite

    70%
    49 Ratings

    In-Person Training

    6.4

    ChurnZero

    64%
    1 Rating
    10.0

    Zendesk Support Suite

    100%
    1 Rating

    Online Training

    7.3

    ChurnZero

    73%
    2 Ratings
    7.9

    Zendesk Support Suite

    79%
    9 Ratings

    Implementation Rating

    6.4

    ChurnZero

    64%
    1 Rating
    9.0

    Zendesk Support Suite

    90%
    35 Ratings

    Product Scalability

    9.1

    ChurnZero

    91%
    1 Rating

    Zendesk Support Suite

    N/A
    0 Ratings

    Likelihood to Recommend

    ChurnZero

    I would recommend ChurnZero to literally anyone that could benefit from user insights and client retention processes. Sure there are some small things I would tweak, but this could be said of any product since every company has slightly different needs. There are no unicorns that do attrition prevention, CRMs, email clients, and VoIP phone systems all in one. But ChurnZero when used alongside a good CRM is as close as you are ever gonna get. I couldn't recommend it more, and every CSM we have worked with while using their product has been phenomenal. I also would say that their academy for training is one of the best I have ever seen and makes it super easy to get up and running on your own time. They have great resources for this if it's hard for you to get time on the calendar with their people for onboarding. But I would still recommend talking to them if you can because it's always a pleasure.
    Thomas Nickel | TrustRadius Reviewer

    Zendesk Support Suite

    Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
    Emily Mok | TrustRadius Reviewer

    Pros

    ChurnZero

    • Allows for flexible creation of user milestones and metrics that we want to keep track of as a company.
    • Provides a complete picture of customer activity.
    • Enables our team to work on our individual tasks while utilizing our data to provide efficient and insightful reporting metrics.
    Joseph Clark | TrustRadius Reviewer

    Zendesk Support Suite

    • 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!
    Anonymous | TrustRadius Reviewer

    Cons

    ChurnZero

    • Backend Visibility - Many of the integrations ChurnZero uses (CRM, Support, Atlassian, etc) only have very basic administration, to make any changes requires reaching out to their support team. (Though, their support team is extremely quick at making these changes so it hasn't been an issue at all for me). As a power user though, I miss having total and complete control over how a platform communicates with my other tools/databases.
    • I was a fan of Gainsight's Success Snapshot feature. ChurnZero doesn't have this functionality today, though they do have things like Custom Dashboards which can be shared that could be a possible segue for me until I find a replacement for automated QBRs for the team.
    • Customer Facing Product Roadmap - I know feature requests are collected by our CSM, but it'd be great to have visibility into what is in the near term as well as an active voice in what's being considered. I'm a fan of being able to see what other customers are asking for and being able to upvote or add comments.
    Will Patterson | TrustRadius Reviewer

    Zendesk Support Suite

    • 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.
    Anonymous | TrustRadius Reviewer

    Pricing Details

    ChurnZero

    General

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

    Starting Price

    ChurnZero Editions & Modules

    Additional Pricing Details

    Zendesk Support Suite

    General

    Free Trial
    Yes
    Free/Freemium Version
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    Optional

    Starting Price

    $19 per agent/month billed annually

    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
    1. per agent/month billed annually
    Additional Pricing Details

    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

    Zendesk Support Suite

    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.
    Lou Gallo | TrustRadius Reviewer

    Usability

    ChurnZero

    ChurnZero 8.0
    Based on 68 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

    Zendesk Support Suite

    Zendesk Support Suite 9.5
    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
    Anonymous | TrustRadius Reviewer

    Reliability and Availability

    ChurnZero

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

    Zendesk Support Suite

    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.
    Chase Sheaffer | TrustRadius Reviewer

    Performance

    ChurnZero

    ChurnZero 6.4
    Based on 1 answer
    No answer on this topic is available.

    Zendesk Support Suite

    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.
    Taylor Wielage | TrustRadius Reviewer

    Support Rating

    ChurnZero

    ChurnZero 8.0
    Based on 69 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

    Zendesk Support Suite

    Zendesk Support Suite 7.0
    Based on 49 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.
    Kevin Pearce | TrustRadius Reviewer

    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

    Zendesk Support Suite

    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.
    Chase Sheaffer | TrustRadius Reviewer

    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

    Zendesk Support Suite

    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
    Anonymous | TrustRadius Reviewer

    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

    Zendesk Support Suite

    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.
    Adam McCracken | TrustRadius Reviewer

    Scalability

    ChurnZero

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

    Zendesk Support Suite

    No score
    No answers yet
    No answers on this topic

    Return on Investment

    ChurnZero

    • Comprehensive Health Scoring allows us to react quickly to potential issues, saving customers before they become truly at risk. This helps us retain more customers/ARR.
    • Better internal collaboration - With the sync of many fields within SFDC and ChurnZero, allows for better collaboration and visibility of what the other members of the Account Team are working on.
    • CS productivity - CSMs and Scaled CS are now more productive because we have been able to automate many tasks/emails while still giving a personalized touch.
    Alaina Loori | TrustRadius Reviewer

    Zendesk Support Suite

    • 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.
    Alicia Barevich, bCRE, bCEE | TrustRadius Reviewer

    Screenshots

    Add comparison