What users are saying about
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Top Rated
134 Ratings
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73 Ratings

ChurnZero

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Top Rated
134 Ratings
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Score 8.1 out of 100

Zoho Desk

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73 Ratings
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Score 8.8 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

Zoho Desk

[Zoho Desk] is well suited for support as well as maintenance and new projects. When utilized for support, the ticketing portion works well. It's not an "over achiever". You get what you want and can either keep the fluff, or remove it based on your needs. You can even customize what you see on the screen. With the workflow, you can view all work queues and easily tweak them.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Security

ChurnZero
8.2
Zoho Desk
Role-based user permissions
ChurnZero
8.2
Zoho Desk

Platform & Infrastructure

ChurnZero
8.5
Zoho Desk
API
ChurnZero
8.5
Zoho Desk
Integration with Salesforce.com
ChurnZero
8.4
Zoho Desk

Customer Data Extraction / Integration

ChurnZero
8.2
Zoho Desk
Product usage
ChurnZero
8.3
Zoho Desk
Help desk / support tickets
ChurnZero
8.2
Zoho Desk

Customer Success Management

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

CSM Reporting & Analytics

ChurnZero
8.1
Zoho Desk
Customer health trends
ChurnZero
8.3
Zoho Desk
Engagement analytics
ChurnZero
8.2
Zoho Desk
Dashboards
ChurnZero
7.6
Zoho Desk

Incident and problem management

ChurnZero
Zoho Desk
10.0
Organize and prioritize service tickets
ChurnZero
Zoho Desk
10.0
Expert directory
ChurnZero
Zoho Desk
10.0
Subscription-based notifications
ChurnZero
Zoho Desk
10.0
ITSM collaboration and documentation
ChurnZero
Zoho Desk
10.0
Ticket creation and submission
ChurnZero
Zoho Desk
10.0
Ticket response
ChurnZero
Zoho Desk
10.0

Self Help Community

ChurnZero
Zoho Desk
10.0
External knowledge base
ChurnZero
Zoho Desk
10.0
Internal knowledge base
ChurnZero
Zoho Desk
10.0

Multi-Channel Help

ChurnZero
Zoho Desk
10.0
Customer portal
ChurnZero
Zoho Desk
10.0
Email support
ChurnZero
Zoho Desk
10.0
Help Desk CRM integration
ChurnZero
Zoho Desk
10.0

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

Zoho Desk

  • Zohos reporting system is extremely powerful and reports can be built and customised in many different ways, including any information from any service.
  • Zoho Assist helps for those customers who may not be as PC literate as others as you can log into their PC and do a task for them, while chatting to them as you to it through a chat window.
  • Zoho CRM is great for entering as much relevant information as you can get for any customer.
  • Sales IQ is great for quick fix issues as you can chat to a customer in real time and explain an issue, which otherwise might have taken an email or phone call
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

Zoho Desk

  • It would be very useful to have the drag and drop functionality when we are running some problem tracking tool.
  • I would also like to see that the functionality of being able to receive and send voice memos has been implemented. This would be truly innovative.
Jack Mattheus | 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

Zoho Desk

No score
No answers yet
No answers on this topic

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

Zoho Desk

Zoho Desk 8.6
Based on 10 answers
Zoho Desk on operational capacity is the most effective help desk we have come across, as it is suitable for businesses of all forms and shapes, from large to small. Again, Zoho Desk captures the attention of all clients, and on time, offers solutions to their demands without failing. Lastly, Zoho Desk requires no extra skill to execute the program.
Hildah Kay | 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

Zoho Desk

No score
No answers yet
No answers on this topic

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

Zoho Desk

Zoho Desk 8.4
Based on 10 answers
Their support is excellent. They are always available to answer all your queries and doubts. Be it a call or email or even live chat. You will always get a prompt response from their customer support executives. They are very much familiar with the product and all its functionality. Sometimes you get stuck and don’t know what to do. They are always there for your questions
Anonymous | 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

Zoho Desk

No score
No answers yet
No answers on this topic

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

Zoho Desk

No score
No answers yet
No answers on this topic

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

Zoho Desk

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.
David Yates | TrustRadius Reviewer

Scalability

ChurnZero

ChurnZero 9.1
Based on 1 answer
Easy to escalate.
Beatriz de Rosa Soares | TrustRadius Reviewer

Zoho Desk

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

Zoho Desk

  • 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.
David Cook | 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

Zoho Desk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Zoho Desk Editions & Modules

Edition
Free$0
Professional$232
Enterprise$402
Standard$142
  1. per user
Additional Pricing Details

Rating Summary

Likelihood to Recommend

ChurnZero
8.6
Zoho Desk
8.6

Likelihood to Renew

ChurnZero
9.1
Zoho Desk

Usability

ChurnZero
8.0
Zoho Desk
8.6

Reliability and Availability

ChurnZero
9.1
Zoho Desk

Performance

ChurnZero
6.4
Zoho Desk

Support Rating

ChurnZero
8.8
Zoho Desk
8.4

In-Person Training

ChurnZero
6.4
Zoho Desk

Online Training

ChurnZero
7.5
Zoho Desk

Implementation Rating

ChurnZero
6.4
Zoho Desk

Scalability

ChurnZero
9.1
Zoho Desk

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