ChurnZero vs. Zendesk Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ChurnZero
Score 9.1 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 Success AI™ support engagement with customers and lead them to value. The platform offers journeys, health scores, survey tools, segmentation, plays,…N/A
Zendesk Suite
Score 8.7 out of 10
N/A
Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.
$69
per month per agent
Pricing
ChurnZeroZendesk Suite
Editions & Modules
No answers on this topic
Suite Team
$69
per month per agent
Suite Growth
$115
per month per agent
Suite Professional
$149
per month per agent
Suite Enterprise
Contact Sales
Offerings
Pricing Offerings
ChurnZeroZendesk Suite
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details20% discount available with annual pricing.
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.
Features
ChurnZeroZendesk Suite
Security
Comparison of Security features of Product A and Product B
ChurnZero
9.3
192 Ratings
5% above category average
Zendesk Suite
-
Ratings
Role-based user permissions9.3192 Ratings00 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
ChurnZero
9.6
204 Ratings
10% above category average
Zendesk Suite
-
Ratings
API9.3166 Ratings00 Ratings
Integration with Salesforce.com9.8170 Ratings00 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
ChurnZero
9.6
220 Ratings
8% above category average
Zendesk Suite
-
Ratings
Product usage9.4217 Ratings00 Ratings
Help desk / support tickets9.8176 Ratings00 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
ChurnZero
9.5
225 Ratings
10% above category average
Zendesk Suite
-
Ratings
NPS surveys9.6197 Ratings00 Ratings
Sponsor tracking8.778 Ratings00 Ratings
Customer profiles9.6210 Ratings00 Ratings
Automated workflow9.6217 Ratings00 Ratings
Internal collaboration9.8184 Ratings00 Ratings
Customer health scoring9.6222 Ratings00 Ratings
Customer segmentation9.4216 Ratings00 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
ChurnZero
9.3
225 Ratings
9% above category average
Zendesk Suite
-
Ratings
Customer health trends9.4214 Ratings00 Ratings
Engagement analytics9.6209 Ratings00 Ratings
Revenue forecasting8.971 Ratings00 Ratings
Dashboards9.2219 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ChurnZero
-
Ratings
Zendesk Suite
8.8
160 Ratings
7% above category average
Organize and prioritize service tickets00 Ratings9.2159 Ratings
Expert directory00 Ratings8.0108 Ratings
Subscription-based notifications00 Ratings8.3111 Ratings
ITSM collaboration and documentation00 Ratings8.4110 Ratings
Ticket creation and submission00 Ratings9.3159 Ratings
Ticket response00 Ratings9.2158 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
ChurnZero
-
Ratings
Zendesk Suite
8.5
145 Ratings
6% above category average
External knowledge base00 Ratings8.4139 Ratings
Internal knowledge base00 Ratings8.5132 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
ChurnZero
-
Ratings
Zendesk Suite
8.6
155 Ratings
8% above category average
Customer portal00 Ratings8.8126 Ratings
IVR00 Ratings8.562 Ratings
Social integration00 Ratings7.9102 Ratings
Email support00 Ratings9.2152 Ratings
Help Desk CRM integration00 Ratings8.8117 Ratings
Best Alternatives
ChurnZeroZendesk Suite
Small Businesses
ClientSuccess
ClientSuccess
Score 8.4 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
Gainsight CS
Gainsight CS
Score 8.9 out of 10
SysAid
SysAid
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ChurnZeroZendesk Suite
Likelihood to Recommend
9.8
(228 ratings)
9.0
(198 ratings)
Likelihood to Renew
8.3
(5 ratings)
10.0
(43 ratings)
Usability
9.2
(132 ratings)
8.7
(71 ratings)
Availability
9.1
(1 ratings)
9.1
(14 ratings)
Performance
6.4
(1 ratings)
9.1
(11 ratings)
Support Rating
6.3
(122 ratings)
6.0
(31 ratings)
In-Person Training
6.4
(1 ratings)
10.0
(1 ratings)
Online Training
7.3
(2 ratings)
6.4
(10 ratings)
Implementation Rating
8.3
(3 ratings)
9.1
(19 ratings)
Configurability
6.4
(1 ratings)
9.1
(4 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
9.1
(1 ratings)
Ease of integration
7.3
(1 ratings)
9.1
(1 ratings)
Product Scalability
9.1
(1 ratings)
9.1
(1 ratings)
Professional Services
-
(0 ratings)
9.1
(1 ratings)
Vendor post-sale
9.1
(1 ratings)
9.1
(1 ratings)
Vendor pre-sale
-
(0 ratings)
9.1
(1 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
One specific thing I love about Zendesk Suite lately is the ability to use AI "Enhance writing" it allows me to freehand a response and then have it help me sound more formal or friendly, this is very useful, not only for those free handed ones, but also when you need to repeat the same information to a customer, it can help you make it sound slightly different. I don't like that when a ticket comes, even if you have the shortcut to toggle between chat and email, it doesn't actually toggle.
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
  • UI/UX; mature macros and automations, slick and well thought out UI.
  • Reporting, reporting, reporting. With user, org, and ticket level tags, we can track every aspect of our ticket flow.
  • Extensibility; the app marketplace is a great resource for expanding functionality from the baseline offering.
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
  • The development of messaging out of the earlier Chat module is clunky and still has limitations for multi language flows.
  • When creating queries in Explore, you can't search for 'or' conditions, only 'And', meaning you have to build multiple queries and manually add them.
  • You can't download the charts in the reports, they come down as tables and then you have to make your own charts.
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 an amazing tool for communicating with your customers easily. The communication tickets from sellers to us or from us to sellers are stored, and there are statuses used to make communication easy. We have internal conversations between departments, linked with useful software such as Zingtree, Talkdesk, and Webs.
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
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Zendesk
Zendesk Suite is a straightforward solution that provides agents with everything they need on the same screen. Allowing an agent to navigate one tab, one screen and switch between features, pin favorite features while viewing the customer profile and details in 360degrees. A view like this empowers agents to support customers better and in a more composed state.
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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.
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Zendesk
We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request
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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.
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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
Zendesk Suite is exceptionally user friendly and highly customisable. Free training for all levels and roles of users which is easy to follow and engaging for users is particularly helpful along with the added support behind the scenes from Zendesk support and the Zendesk community is second to none.
Read full review
Scalability
ChurnZero
Easy to escalate.
Read full review
Zendesk
WHY we will use Zendesk in HR and PD internally
Read full review
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
  • We have been able to deliver IT accurately and onetime
  • Our customers have been able to provide feedback on a given ticket and helped us build a better support structure
  • Zendesk Suite has allowed us to be more efficient in our every day operations
Read full review
ScreenShots

ChurnZero Screenshots

Screenshot of an overview of ChurnZero's AI built for customer success. It can help automate content creation, turn scattered data into clear insights, and track customer sentiment. ChurnZero’s AI-powered tools offer deeper visibility, and better engagement.Screenshot of customer insights, presented in ChurnZero dashboards. These offer a real-time, 360° view of every customer. Users can track engagement, monitor health, and drive action without the guesswork. ChurnZero offers the insights needed to stay organized, stay informed, and deliver exceptional experiences at scale.Screenshot of the customer journey, planned, tracked, and measured. With ChurnZero, users can guide customers through key milestones, provide real-time visibility into their progress, and collaborate on personalized success strategies.Screenshot of ChurnZero's customer interaction features, that let users meet customers in the product. With in-app communications, WalkThroughs, and Success Centers, users can deliver targeted messages, guide users through key features, and provide on-demand resources without disrupting their workflow.Screenshot of automated engagement workflows, created in ChurnZero.  Scaling customer success doesn’t mean losing the personal touch. With ChurnZero, users can automate key touchpoints, jumpstart engagement with proven templates, and stay informed with instant updates.Screenshot of the real-time insights available in ChurnZero, used to identify at-risk accounts, track key trends, and forecast revenue with precision. These can be used to proactively manage churn and uncover expansion opportunities.

Zendesk Suite Screenshots

Screenshot of the 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