ChurnZero vs. Zendesk Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ChurnZero
Score 8.2 out of 10
N/A
ChurnZero is a Customer Success platform designed to help subscription businesses succeed through improved customer experiences. ChurnZero helps Customer Success team spot potential churn risks early and see renewal and expansion opportunities faster. Its automation and personalization, in-app communications, and Customer…N/A
Zendesk Suite
Score 8.3 out of 10
N/A
The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer…
$55
per month agent
Pricing
ChurnZeroZendesk Suite
Editions & Modules
No answers on this topic
Support Team (Foundational Support Only)
$19
per month agent
Suite Team
$55
per month agent
Support Professional
$55
per month agent
Suite Growth
$89
per month agent
Suite Professional
$115
per month agent
Support Enterprise
$115
per month agent
Suite Enterprise
$169
per month agent
Offerings
Pricing Offerings
ChurnZeroZendesk Suite
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
ChurnZeroZendesk Suite
Considered Both Products
ChurnZero
Chose ChurnZero
ChurnZero is a better fit out of the box for our business in terms of its features, functions, usability, scalability, serviceability, and costs. We really wanted a customer success platform that doesn't take a long time to deploy while being flexible enough to allow us to …
Chose ChurnZero
HubSport is quickly turning into a secondary platform for us. HubSpot functions much more as a task-oriented, call-as-much-as-possible, Sales system. Churn Zero far outpaces HS with its AI to summarize the account, and its ability to bring in outside data from Pendo, ZenDesk, …
Chose ChurnZero
It is easy to integrate with our systems and it has all the required fields as well.
Chose ChurnZero
We selected ChurnZero based on price and having the functionality we needed for right now. Gainsight had more features, but at a much higher cost and these features weren't necessarily items we needed to get ourselves up and running now.
Chose ChurnZero
This is my first time to be working off the Customer Success platform on a day-to-day basis. While I have not had the chance to work closely with other Customer Success Platforms, I would love to experiment with Planhat sometime due to the favorable reviews I have come across …
Chose ChurnZero
We (our team) were able to manage everything through this solution and did not need an admin.
Chose ChurnZero
ChurnZero has been the only customer success platform that I've personally ever used and within the 2 companies I've worked for that have implemented CZ, only the CSM team had visibility. The main source of information for everyone else was either NetSuite or Salesforce (or our …
Chose ChurnZero
Churn Zero has a better churn score feature and is easier to navigate. Churn zero has segments and plays and much better walk through functionality as well.
Chose ChurnZero
ChurnZero's strength in our case is the segmentation and ability to calculate customer health scores (ChurnScores). These ChurnScores can then in turn trigger automation which makes it very easy for us to spot high risk accounts.
Our other systems are great in their own way, …
Chose ChurnZero
It literally offered everything we needed: client satisfaction scores, automation, in-app announcements, integration with all our in-house systems and usage analytics. Plus, the integration is so good I find that the Churn Zero platform is the only place I need to log in now. …
Chose ChurnZero
ChurnZero's interface is very easy to use. Additionally, seems that ChurnZero has more reports available.
Chose ChurnZero
I have not used other products like ChurnZero.
Chose ChurnZero
I think ChurnZero more than holds it own with other products I have used in the past. Their user interface, automation options, data collection, and display match or exceed their competitors. Having said that, what sets them apart is their ability to listen to their clients, …
Chose ChurnZero
Compared to Gainsight, ChurnZero is much more user-friendly and quick to adapt to my day-to-day. It allows for much easier integration with third-party platforms in order to get our data into the ChurnZero and allowing our team to move forward. Additionally, moving through Gains…
Chose ChurnZero
We wanted to replace Amity and ChurnZero was the only tool we seriously evaluated after qualifying out some other options.
Chose ChurnZero
Cost, service, and support are the main reasons for our selection.
Chose ChurnZero
We used Amity and Churnzero has direct integration with Quickbooks, very helpful. I evaluated client success but the functionality of ChurnZero was by far more robust. Lastly, the client success process itself of Churnzero puts them head and shoulders above the competition.
Chose ChurnZero
Gainsight seemed like a great product but maybe a little too complex for our small CS team.
Chose ChurnZero
Both Strikedeck and ChurnZero fit our needs. We choose to go with ChurnZero because it had a simpler, more intuitive interface and better pricing. After we purchased we also learned that their implementation team is very cooperative, even [beyond] our expectations. We are glad …
Zendesk Suite
Chose Zendesk Suite
I used Salesforce for opening and tracking customer support requests at another company. The key advantage Zendesk has over Salesforce is that Zendesk is designed specifically for customer support management and it's easy to get started right out of the box.
Top Pros
Top Cons
Features
ChurnZeroZendesk Suite
Security
Comparison of Security features of Product A and Product B
ChurnZero
8.8
190 Ratings
1% above category average
Zendesk Suite
-
Ratings
Role-based user permissions8.8190 Ratings00 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
ChurnZero
8.3
202 Ratings
3% below category average
Zendesk Suite
-
Ratings
API8.3164 Ratings00 Ratings
Integration with Salesforce.com8.4168 Ratings00 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
ChurnZero
8.1
218 Ratings
7% below category average
Zendesk Suite
-
Ratings
Product usage8.1215 Ratings00 Ratings
Help desk / support tickets8.1174 Ratings00 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
ChurnZero
7.6
223 Ratings
9% below category average
Zendesk Suite
-
Ratings
NPS surveys8.3195 Ratings00 Ratings
Sponsor tracking4.577 Ratings00 Ratings
Customer profiles8.2208 Ratings00 Ratings
Automated workflow8.2215 Ratings00 Ratings
Internal collaboration7.5182 Ratings00 Ratings
Customer health scoring8.1220 Ratings00 Ratings
Customer segmentation8.4214 Ratings00 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
ChurnZero
7.4
223 Ratings
11% below category average
Zendesk Suite
-
Ratings
Customer health trends8.1212 Ratings00 Ratings
Engagement analytics8.3207 Ratings00 Ratings
Revenue forecasting5.969 Ratings00 Ratings
Dashboards7.3217 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ChurnZero
-
Ratings
Zendesk Suite
8.2
114 Ratings
4% above category average
Organize and prioritize service tickets00 Ratings8.6113 Ratings
Expert directory00 Ratings7.370 Ratings
Subscription-based notifications00 Ratings7.376 Ratings
ITSM collaboration and documentation00 Ratings8.172 Ratings
Ticket creation and submission00 Ratings9.2114 Ratings
Ticket response00 Ratings8.9113 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
ChurnZero
-
Ratings
Zendesk Suite
8.0
101 Ratings
4% above category average
External knowledge base00 Ratings7.997 Ratings
Internal knowledge base00 Ratings8.190 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
ChurnZero
-
Ratings
Zendesk Suite
7.8
112 Ratings
2% above category average
Customer portal00 Ratings7.586 Ratings
IVR00 Ratings7.937 Ratings
Social integration00 Ratings7.068 Ratings
Email support00 Ratings8.5110 Ratings
Help Desk CRM integration00 Ratings8.380 Ratings
Best Alternatives
ChurnZeroZendesk Suite
Small Businesses
Intercom
Intercom
Score 8.8 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ChurnZeroZendesk Suite
Likelihood to Recommend
8.1
(226 ratings)
8.3
(152 ratings)
Likelihood to Renew
8.7
(5 ratings)
10.0
(40 ratings)
Usability
6.1
(130 ratings)
7.7
(25 ratings)
Availability
9.1
(1 ratings)
8.6
(13 ratings)
Performance
6.4
(1 ratings)
8.0
(10 ratings)
Support Rating
5.8
(122 ratings)
9.0
(29 ratings)
In-Person Training
6.4
(1 ratings)
10.0
(1 ratings)
Online Training
7.3
(2 ratings)
7.9
(9 ratings)
Implementation Rating
8.4
(3 ratings)
9.0
(18 ratings)
Configurability
6.4
(1 ratings)
9.3
(3 ratings)
Ease of integration
7.3
(1 ratings)
-
(0 ratings)
Product Scalability
9.1
(1 ratings)
-
(0 ratings)
Vendor post-sale
9.1
(1 ratings)
-
(0 ratings)
User Testimonials
ChurnZeroZendesk Suite
Likelihood to Recommend
ChurnZero
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.
Read full review
Zendesk
Inbound messaging it is top notch, it does it well and couldn't imagine anyone's program doing it better. Like I said before been using ZenDesk for over 7 years and absolutely love it. We use the talk feature with the phone very limited so Zen works fine for us, but if I was running an inbound or outbound call center I don't believe Zen has all the functions I would want as a manager. For limited phone use and mostly email, text, and even web chat, ZenDesk works great. Having the iOS App is so great and flexibility with notifications allows my team to be "on call" anytime without unnecessary interruptions
Read full review
Pros
ChurnZero
  • ChurnZero has excellent customer success! They worked very hard to ensure a successful implementation and launch.
  • The CZ platform gives a detailed view of customer usage. We know exactly how clients are using our platform which allows us to provide excellent customer success services. This allows helps our product team understand the needs of clients and the success of new features.
  • We are able to create plays based on usage which provides a customized and personal experience for each user. CZ makes it possible to give our clients what they need when they need it.
Read full review
Zendesk
  • Reporting and Analytics
  • Ease of Agent Training and Use
  • Able to add multiple brands with related custom reports and dashboards
  • Adding a new brand and basic help center is easy to do without the need of an expert or web team
  • Ability of agents and supervisors to see customer history across multiple channels
Read full review
Cons
ChurnZero
  • When composing an email out of segments, the ability to save it as a draft to review later would be awesome, instead of needing to set up a Play
  • In the admin section, I love that we can have a color palate - but we'd like the color palete to be applied in other areas so CZ has more of our companies branding
  • The content templates can be hard to stylize if you don't know html
  • Add the Merge Fields functionality to tasks, especially tasks made by playbooks
Read full review
Zendesk
  • I think the Graphical User Interface could use a facelift. It not the most aesthetically pleasing platform in my experience.
  • Particular things like where the default is when you click on each and every dropdown menu.
  • The macro integration could be a little more simplified.
Read full review
Likelihood to Renew
ChurnZero
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
Read full review
Zendesk
Zendesk is super easy to use and navigate. I really enjoy the sleek layout, the ability to tailor tickets, the macro option, and the quick key guide they have to make your use of time even more effective. My whole team loves working with Zendesk and rarely ever has problems.
Read full review
Usability
ChurnZero
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
Read full review
Zendesk
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
Read full review
Reliability and Availability
ChurnZero
Quick response by the CZ team.
Read full review
Zendesk
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Read full review
Performance
ChurnZero
No answers on this topic
Zendesk
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Read full review
Support Rating
ChurnZero
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.
Read full review
Zendesk
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.
Read full review
Online Training
ChurnZero
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.
Read full review
Zendesk
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.
Read full review
Implementation Rating
ChurnZero
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.
Read full review
Zendesk
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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Alternatives Considered
ChurnZero
Gainsight CS - you need a team to manage this tool; not intuitive to use, and you're not able to be as agile once configured GUIDEcx - One of my favorites in the space, and so easy to set up, configure, customize, and scale. Able to connect onboarding milestones to SFDC cases, and share out as a customer portal. Mixmax has been purchased in past companies to help fill in gaps of other tools (gives us scheduling links, in-inbox email templates, SFDC lead/contact and task management)
Read full review
Zendesk
If spoken honestly Intercom is a level-par with any nearest competitor, Tools like Zendesk has to catchup with them in speed. However, there is an advantage to Zendesk with its simple and easy-to-get software which falls in every mid and small-size business pocket wherein Intercom is way too expensive and needs a tech admin to customize the product. The kick-starting feature with negligible configuration made Zendesk the ideal choice of our organization + the budget fell under our expenses.
Read full review
Scalability
ChurnZero
Easy to escalate.
Read full review
Zendesk
No answers on this topic
Return on Investment
ChurnZero
  • ChurnZero has transformed our NPS strategy, helping us get in front of unhappy customers faster
  • ChurnZero has reduced confusion and data cleanliness issues across our CS org
  • Their customer support has helped us implement and get up and running with Churnzero in excellent time.
Read full review
Zendesk
  • The positives weigh more than the negatives here, as it gives us a one-stop portal where we can tend to customer needs using one web app
  • It has also helped us identify areas of improvement based on the reporting feature
  • The value it provides outweighs any missing or lacking features that I'm sure will be available in the future
Read full review
ScreenShots

ChurnZero Screenshots

Screenshot of A control room built for CS leaders to manage every detail of the customer journey while simultaneously providing an overview of everything in progress.Screenshot of Custom Dashboards, to collect, analyze and turn customer data into actionable insights.Screenshot of SuccessCenters, to reach customers when and where they need it most is within the tools themselves.Screenshot of Playbooks make it possible to scale without sacrificing the high-touch service customers expect.Screenshot of Account Insights for both internal and external teams. ChurnZero's collaboration feature makes it possible to keep all groups in the loop. ​

Zendesk Suite Screenshots

Screenshot of Zendesk Agent WorkspaceScreenshot of Omnichannel MessagingScreenshot of Zendesk TicketingScreenshot of Bots powered by Zendesk AIScreenshot of Tone shift with Zendesk AIScreenshot of Zendesk ticketing side conversations