Likelihood to Recommend
ChurnZero is well suited for all things Customer Success. We used to have our CSMs live on multiple platforms, but CZ allows us to take all their current daily workflows. Using in CZ only. As for less appropriate examples, please refer back to the previous question on limitations.
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The user friendly android and IOS applications are one of the best features of Zoho Desk although if you are expecting a Desktop application then you will be disappointed and will have to access it from your browser which can be slow sometimes, depending on your internet connection. The work flow of tickets submission either manually through the dashboard or mobile application, and tickets assignment to other agents along with tracking tickets and agents' performance is very easily executed with no issues being faced.
Read full review Pros Ease of use. It is very easy to search literally anything on a customer. Ease of learning the software. Working in the industry Caliber does, and the adult element in general, people don't adapt to change well and are resistent to change. CZ made the change from our previous system super easy and the staff at CZ are always available to help. Integration with other software is awesome. From our support tickets, to billing, to contact management, making changes to keep data accurate and the data flowing back and forth between all software makes ChurnZero a must have. Read full review Report features give the all insights of the customer team and customer support which enables us to make changes according to it. The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard. I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module. It is completely a feature rich platform. Read full review Cons Some of the CS AI prompts aren't as in-depth as I would like but they are a good start to create your own prompt from Some of our Salesforce fields have mapped over a bit awkwardly but that may have been due to implementation from our managers instead of the product capabilities The segments menu can be a bit difficult to sort through but that could be due to my user permissions and not the capabilities of the product Read full review When utilizing as a ticketing system, it would be nice to have a better way to monitor when something is due. It's just a little cumbersome. Search Functionality - The search functionality could use a tweak or two. Too many times I am unable to find tickets. This would also be very helpful for the "Recycle Bin" when you just need to find that ticket you accidentally deleted (we are all human!). :) Read full review Likelihood to Renew
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.
Read full review Usability While the command center is game changing, and health scores are easy to stand up, change, and configure, the general UX/UI could use some great improvement. No in-inbox app to manage templates, plays, and communications -- have to switch task too often to remember to log activities when responding to customer communications; even if there was something in-platform where we could manage emails, I'd be fine with that over working in corproate email app. Segments are confusing to use, and even with about a year of using them at my current company, and 2+ years using it other places, it still doesn't get easier to relate the information we need for reports that can be customer facing. Read full review
At times Zoho [Desk] can be a bit glitchy. It does not auto refresh on the ticketing system, and even f it tells you there is a new ticket clicking it does nothing and you need to refresh the page for it to work. We have found at times that is can become unresponsive, although this usually doesn't last for longer than 15-30 mins.
Read full review Reliability and Availability
Quick response by the CZ team.
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I have used ChurnZero at two different organizations now and I have had the same customer support experience both times. We scheduled regular meetings on a biweekly basis where we covered any and all challenges I've had with the system. During those sessions, our CSM in both instances would take time to walk me through the process, give me tips and tricks to help with my efficiency, and guide me through some of the more finnicky aspects of the software. Excellent support!
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Zoho Desk has a technical team of professionals, who are well informed, and they know how to share the knowledge with the other players. Besides, they are competent in dealing with all kinds of customers, from divergent locations, and adopt their differences. Lastly, when called upon to solve an issue, they are quickly responsive.
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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 Implementation Rating
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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Prior to making the decision to purchase ChurnZero we conducted an exhaustive benchmark and it came up very high in our parameters including flexibility, integrations, ease of deployment and price. Churnzero provides high touch points of contact customer support so you can get the best out of the tool in the shortest amount of time. This is something you realize after the purchase and it validates you made the right choice
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After trialing and using Zoho Desk, we decided to move onto another product. Zoho has many features that make it a great product, but ease and intuitiveness of use was lacking for us.
Read full review Scalability
Easy to escalate.
Read full review Return on Investment CZ has allowed us to be much more diligent with customer awareness, through various correspondence options. Customers love to be in the know. Knowing when renewals are coming and being able to plan, forecast and be proactive. Looking at the metrics for healthy accounts and using the logistics to make other accounts healthier. Read full review Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently. By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems. All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions. Read full review ScreenShots