What users are saying about
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Top Rated
192 Ratings
Top Rated
106 Ratings

ChurnZero

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Top Rated
192 Ratings
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Score 8.3 out of 100
Top Rated
106 Ratings
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Score 9.1 out of 100

Feature Set Ratings

    Security

    9.1

    ChurnZero

    91%

    Zoho Desk

    Feature Set Not Supported
    N/A
    ChurnZero ranks higher in 1/1 features

    Role-based user permissions

    9.1
    91%
    127 Ratings
    N/A
    0 Ratings

    Platform & Infrastructure

    8.8

    ChurnZero

    88%

    Zoho Desk

    Feature Set Not Supported
    N/A
    ChurnZero ranks higher in 2/2 features

    API

    8.8
    88%
    110 Ratings
    N/A
    0 Ratings

    Integration with Salesforce.com

    8.7
    87%
    113 Ratings
    N/A
    0 Ratings

    Customer Data Extraction / Integration

    7.4

    ChurnZero

    74%

    Zoho Desk

    Feature Set Not Supported
    N/A
    ChurnZero ranks higher in 2/2 features

    Product usage

    7.9
    79%
    146 Ratings
    N/A
    0 Ratings

    Help desk / support tickets

    6.9
    69%
    116 Ratings
    N/A
    0 Ratings

    Customer Success Management

    8.2

    ChurnZero

    82%

    Zoho Desk

    Feature Set Not Supported
    N/A
    ChurnZero ranks higher in 7/7 features

    NPS surveys

    8.3
    83%
    130 Ratings
    N/A
    0 Ratings

    Sponsor tracking

    7.0
    70%
    50 Ratings
    N/A
    0 Ratings

    Customer profiles

    8.3
    83%
    142 Ratings
    N/A
    0 Ratings

    Automated workflow

    8.4
    84%
    146 Ratings
    N/A
    0 Ratings

    Internal collaboration

    8.0
    80%
    120 Ratings
    N/A
    0 Ratings

    Customer health scoring

    8.3
    83%
    149 Ratings
    N/A
    0 Ratings

    Customer segmentation

    8.8
    88%
    145 Ratings
    N/A
    0 Ratings

    CSM Reporting & Analytics

    7.9

    ChurnZero

    79%

    Zoho Desk

    Feature Set Not Supported
    N/A
    ChurnZero ranks higher in 4/4 features

    Customer health trends

    7.9
    79%
    143 Ratings
    N/A
    0 Ratings

    Engagement analytics

    8.3
    83%
    141 Ratings
    N/A
    0 Ratings

    Revenue forecasting

    7.7
    77%
    19 Ratings
    N/A
    0 Ratings

    Dashboards

    7.7
    77%
    147 Ratings
    N/A
    0 Ratings

    Incident and problem management

    ChurnZero

    Feature Set Not Supported
    N/A
    10.0

    Zoho Desk

    100%
    Zoho Desk ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Expert directory

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Subscription-based notifications

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    ITSM collaboration and documentation

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Ticket creation and submission

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Ticket response

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Self Help Community

    ChurnZero

    Feature Set Not Supported
    N/A
    10.0

    Zoho Desk

    100%
    Zoho Desk ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Internal knowledge base

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Multi-Channel Help

    ChurnZero

    Feature Set Not Supported
    N/A
    10.0

    Zoho Desk

    100%
    Zoho Desk ranks higher in 3/3 features

    Customer portal

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Email support

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Help Desk CRM integration

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Attribute Ratings

    • ChurnZero is rated higher in 1 area: Support Rating
    • Zoho Desk is rated higher in 2 areas: Likelihood to Recommend, Usability

    Likelihood to Recommend

    8.5

    ChurnZero

    85%
    153 Ratings
    8.7

    Zoho Desk

    87%
    20 Ratings

    Likelihood to Renew

    9.1

    ChurnZero

    91%
    2 Ratings

    Zoho Desk

    N/A
    0 Ratings

    Usability

    8.0

    ChurnZero

    80%
    66 Ratings
    9.0

    Zoho Desk

    90%
    12 Ratings

    Availability

    9.1

    ChurnZero

    91%
    1 Rating

    Zoho Desk

    N/A
    0 Ratings

    Performance

    6.4

    ChurnZero

    64%
    1 Rating

    Zoho Desk

    N/A
    0 Ratings

    Support Rating

    8.0

    ChurnZero

    80%
    67 Ratings
    7.9

    Zoho Desk

    79%
    12 Ratings

    In-Person Training

    6.4

    ChurnZero

    64%
    1 Rating

    Zoho Desk

    N/A
    0 Ratings

    Online Training

    7.3

    ChurnZero

    73%
    2 Ratings

    Zoho Desk

    N/A
    0 Ratings

    Implementation Rating

    6.4

    ChurnZero

    64%
    1 Rating

    Zoho Desk

    N/A
    0 Ratings

    Product Scalability

    9.1

    ChurnZero

    91%
    1 Rating

    Zoho Desk

    N/A
    0 Ratings

    Likelihood to Recommend

    ChurnZero

    This is a truly impressive platform and tool for any business. Sure, it requires some effort and time to set up. However, ChurnZero has a team of dedicated and knowledgeable associates that will help you every step of the way. You really need to treat them like an extension of your own team, but the effort to get everything set up and functional is well worth it. Highly recommended.
    Joseph Clark | TrustRadius Reviewer

    Zoho Desk

    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.
    Humayun Farooqi | TrustRadius Reviewer

    Pros

    ChurnZero

    • Onboarding Experience - I'm paired with my CSM and a Technical Solutions Engineer right from the start. We meet constantly and they help drive adoption for both myself as well as my CSM team.
    • UI/UX - The user experience for the CSM is very straightforward and user-friendly. Having an easy-to-use platform means it's easier for me as the ops manager to drive the adoption of new campaigns within ChurnZero for my team.
    • Segments - The bedrock of ChurnZero. The building of segments and their use within the platform makes targeting reports, plays, journeys, alerts, dashboards, you name it - so incredibly easy to do. It's also something our CSMs can be empowered to build themselves in private views, allowing me to no longer be a blocker on asks from my team.
    Will Patterson | TrustRadius Reviewer

    Zoho Desk

    • 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.
    Sofia Martinez | TrustRadius Reviewer

    Cons

    ChurnZero

    • We have only come across very minor things that haven't been possible. For the most part, 99% of what we want to do is possible. The things we haven't been able to do have to do with sorting dashboard reports and seeing % of ChurnScores on a pie chart. Neither of which are deal-breakers but would be definitely nice to have. I have been in the SaaS industry for over 15 years on the sales/account management/customer success side. I went into this expecting to be disappointed during implementation on something that wouldn't be possible and I have been very pleasantly surprised to not have that experience.
    Alaina Loori | TrustRadius Reviewer

    Zoho Desk

    • 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!). :)
    Anonymous | TrustRadius Reviewer

    Pricing 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

    Zoho Desk

    General

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

    Starting Price

    $0

    Zoho Desk Editions & Modules

    Edition
    Free$0
    Professional$232
    Enterprise$402
    Standard$142
    1. none
    2. per user
    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.
    Samuel Hewstone | TrustRadius Reviewer

    Zoho Desk

    No score
    No answers yet
    No answers on this topic

    Usability

    ChurnZero

    ChurnZero 8.0
    Based on 66 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.
    Ryan DeAngelo | TrustRadius Reviewer

    Zoho Desk

    Zoho Desk 9.0
    Based on 12 answers
    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.
    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

    Zoho Desk

    No score
    No answers yet
    No answers on this topic

    Support Rating

    ChurnZero

    ChurnZero 8.0
    Based on 67 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.
    Zlatan Divjakinja | TrustRadius Reviewer

    Zoho Desk

    Zoho Desk 7.9
    Based on 12 answers
    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.
    Hildah Kay | TrustRadius Reviewer

    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.
    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

    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.
    Mike Holihan | 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

    • ChurnZero has helped me save numerous customer accounts from churning. It also helps me understand how to re-engage distant customers. It's been crucial for managing accounts in onboarding or purchasing new products.
    • I do think my company is missing aspects of onboarding journey data regarding the types of journeys that take longer or having fields that would relate to why users are struggling to adopt the software and that would be helpful for the types of customers that I work with on a daily basis.
    • I really appreciate how ChurnZero alerts me of what journeys are falling behind, stuck, etc. It really does help to know if I've missed updating a task or if I need to reconnect with a user I haven't touched base with in awhile. This saves my company from losing customers and preventing customers from failing their journeys.
    Chauntee Clark | 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

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