What users are saying about
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Top Rated
194 Ratings
ChurnZero
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Top Rated
194 Ratings
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Based on 194 reviews and ratings
Zendesk Support Suite
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Top Rated
812 Ratings
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Based on 812 reviews and ratings
Feature Set Ratings
Security
9.1
ChurnZero
91%

Zendesk Support Suite
Feature Set Not Supported
N/A
ChurnZero ranks higher in 1/1 features
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
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
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
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
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
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
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
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.
Customer Success Manager
BoxCastBroadcast Media, 51-200 employees
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.
Senior Project Manager
BNY MellonFinancial Services, 10,001+ employees
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.
Implementation Project Manager
Interplay LearningEducation Management, 51-200 employees
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!

Verified User
Manager in Social Media
Non-profit Organization Management Company, 201-500 employeesCons
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.
Program Manager, Customer Experience
BoulevardInformation Technology & Services, 51-200 employees
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.

Verified User
Employee in Customer Service
Information Technology and Services Company, 51-200 employeesPricing 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 |
- 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.
Customer Success Agent
TGAInformation Technology & Services, 11-50 employees
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.
Team Member
Onshape Inc.Computer Software, 51-200 employees
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.
Manager, Customer Success
NylasComputer Software, 201-500 employees
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

Verified User
Team Lead in Information Technology
Telecommunications Company, 51-200 employeesReliability and Availability
ChurnZero
ChurnZero 9.1
Based on 1 answer
Quick response by the CZ team.
Customer Success Operations
PixeonInformation Technology & Services, 201-500 employees
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.
Co-Founder / Devleoper of Out of Milk
Capigami, IncComputer Software, 1-10 employees
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.
CFO/Director of Application Development
New Horizon Software Technologies, Inc.Computer Software, 1-10 employees
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.
Account Manager, Customer Success
SalesIntel.ioComputer Software, 51-200 employees
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.
Director of support and services
HyporiComputer & Network Security, 11-50 employees
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.
Customer Success Manager
WorkzoneInternet, 11-50 employees
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.
Co-Founder / Devleoper of Out of Milk
Capigami, IncComputer Software, 1-10 employees
Implementation Rating
ChurnZero
ChurnZero 6.4
Based on 1 answer
Sometimes, it can be hard to implement other systems to CZ.
Customer Success Operations
PixeonInformation Technology & Services, 201-500 employees
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
The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy

Verified User
Director in Customer Service
Computer Software Company, 201-500 employeesAlternatives 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.
Director of Marketing and Customer Success
MasterLibraryFacilities Services, 11-50 employees
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.
Vice President, e-Commerce
JS Products, Inc.Consumer Goods, 51-200 employees
Scalability
ChurnZero
ChurnZero 9.1
Based on 1 answer
Easy to escalate.
Customer Success Operations
PixeonInformation Technology & Services, 201-500 employees
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.
Director, Customer Success Operations
HackerRankComputer Software, 201-500 employees
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.
Database Administrator
The Blake SchoolPrimary/Secondary Education, 201-500 employees