What users are saying about
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Top Rated
134 Ratings
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Top Rated
693 Ratings

ChurnZero

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Top Rated
134 Ratings
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Score 8.1 out of 100

Zendesk Support Suite

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Top Rated
693 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

ChurnZero

ChurnZero simplifies many of the client journeys, like Onboarding and Renewal processes. It is also a great home for all [the] data about a specific client. It is also [well] suited for repetitive emails [and] tasks, as it can automate them for team members. ChurnZero can also alert you of upcoming events within your account or recent account changes. It [...] also [helps] you track anticipated churn or account growth.
Anonymous | 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

Feature Rating Comparison

Security

ChurnZero
8.2
Zendesk Support Suite
Role-based user permissions
ChurnZero
8.2
Zendesk Support Suite

Platform & Infrastructure

ChurnZero
8.5
Zendesk Support Suite
API
ChurnZero
8.5
Zendesk Support Suite
Integration with Salesforce.com
ChurnZero
8.4
Zendesk Support Suite

Customer Data Extraction / Integration

ChurnZero
8.2
Zendesk Support Suite
Product usage
ChurnZero
8.3
Zendesk Support Suite
Help desk / support tickets
ChurnZero
8.2
Zendesk Support Suite

Customer Success Management

ChurnZero
8.2
Zendesk Support Suite
NPS surveys
ChurnZero
8.5
Zendesk Support Suite
Sponsor tracking
ChurnZero
7.4
Zendesk Support Suite
Customer profiles
ChurnZero
8.2
Zendesk Support Suite
Automated workflow
ChurnZero
8.6
Zendesk Support Suite
Internal collaboration
ChurnZero
7.5
Zendesk Support Suite
Customer health scoring
ChurnZero
8.6
Zendesk Support Suite
Customer segmentation
ChurnZero
8.8
Zendesk Support Suite

CSM Reporting & Analytics

ChurnZero
8.1
Zendesk Support Suite
Customer health trends
ChurnZero
8.3
Zendesk Support Suite
Engagement analytics
ChurnZero
8.2
Zendesk Support Suite
Dashboards
ChurnZero
7.6
Zendesk Support Suite

Incident and problem management

ChurnZero
Zendesk Support Suite
7.9
Organize and prioritize service tickets
ChurnZero
Zendesk Support Suite
8.1
Expert directory
ChurnZero
Zendesk Support Suite
7.3
Subscription-based notifications
ChurnZero
Zendesk Support Suite
6.6
ITSM collaboration and documentation
ChurnZero
Zendesk Support Suite
8.1
Ticket creation and submission
ChurnZero
Zendesk Support Suite
8.8
Ticket response
ChurnZero
Zendesk Support Suite
8.4

Self Help Community

ChurnZero
Zendesk Support Suite
7.8
External knowledge base
ChurnZero
Zendesk Support Suite
7.6
Internal knowledge base
ChurnZero
Zendesk Support Suite
7.9

Multi-Channel Help

ChurnZero
Zendesk Support Suite
7.8
Customer portal
ChurnZero
Zendesk Support Suite
7.6
IVR
ChurnZero
Zendesk Support Suite
7.2
Social integration
ChurnZero
Zendesk Support Suite
7.8
Email support
ChurnZero
Zendesk Support Suite
8.4
Help Desk CRM integration
ChurnZero
Zendesk Support Suite
8.1

Pros

ChurnZero

  • 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.
James O'Neal | 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

  • 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!
Greg Watkins | 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

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 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.
Maximilian Celebi | TrustRadius Reviewer

Zendesk Support Suite

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
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 8.8
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
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

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.
Kevin Pearce | TrustRadius Reviewer

Online Training

ChurnZero

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.
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

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.
Anonymous | 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

  • 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.
tal horovits | 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

Pricing Details

ChurnZero

General

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

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

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

Rating Summary

Likelihood to Recommend

ChurnZero
8.6
Zendesk Support Suite
7.6

Likelihood to Renew

ChurnZero
9.1
Zendesk Support Suite
10.0

Usability

ChurnZero
8.0
Zendesk Support Suite
8.9

Reliability and Availability

ChurnZero
9.1
Zendesk Support Suite
8.6

Performance

ChurnZero
6.4
Zendesk Support Suite
8.0

Support Rating

ChurnZero
8.8
Zendesk Support Suite
6.2

In-Person Training

ChurnZero
6.4
Zendesk Support Suite
10.0

Online Training

ChurnZero
7.5
Zendesk Support Suite
7.9

Implementation Rating

ChurnZero
6.4
Zendesk Support Suite
9.0

Scalability

ChurnZero
9.1
Zendesk Support Suite

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