TrustRadius Insights for ChurnZero are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Highly Customizable ChurnScores: Users have found ChurnZero's ChurnScores to be highly customizable, allowing for personalized evaluations of customer health based on various factors. The flexibility in tailoring these scores has been particularly appreciated by users.
Ease of Deployment and Management: Reviewers appreciate the simplicity of deploying and managing NPS tools within ChurnZero, which facilitates a quick assessment of customer satisfaction. This streamlined process has enhanced user experience significantly.
Efficient Segmentation Capabilities: Customers value the ease and power of segmentation within ChurnZero, noting its benefits for crafting targeted customer communication strategies. Additionally, users highlighted the Daily Digest feature for delivering consolidated and pertinent information efficiently, enhancing their daily workflow.
Manage customer relationships from a dedicated CSM perspective to a scaled digital team, and everything that is encompassed in that.
Pros
Automation in reaction to customer accounts & product behavior
customized personal views of what is important to each person
Reporting and dashboards
Cons
AI
call recording and data from those calls
Likelihood to Recommend
For teams trying to navigate scaling, ChurnZero is your best friend. Our team is able to focus on what important and let ChurnZero handle the daily, repetitive work.
We use ChurnZero in our organization to understand the usage data across all our 3000+ customers, analyzing usage trends at individual contact and company level and also identify how we can prevent customer churn and retain customers. Our scope of use case is limited to our paid customers who enter on a minimum 1 year contract with us.
Pros
Trends on usage data is intuitive
Integration with CRM Salesforce is seamless
The platform itself is very easy to understand and interpret.
Cons
More AI-powered intel can be generated
Licensing structure can be made a bit simpler
Better communication on upcoming product features, roadmaps
Likelihood to Recommend
ChurnZero is well suited for organizations with a good number of customer base and their data to analyze on, else if the sample size is less the accuracy of data would not be there. It is well suited also for those organizations that do not have visbility on how customers may be getting churned or they may know the problem exists but do not know the reason. It may be less suited for startups just starting their ops.
We use ChurnZero on a day by day basis! We measure our customer's health, we have created journeys and plays to automate processes and measure initial adoption and the list goes on. We have been using ChurnZero for almost 3 years and it has been a game changer!!
Pros
Automates processes and communication for our digital accounts!
Measures adoption of our product within the first year!
Helps us track accounts at risk way ahead of renewals to try and get in front of churn!
Cons
Dashboards can be a little tricky to build.
I would love OR criteria in segments.
I also wish that when updating field names in ChurnZero (CZ), it would sync the label name update instead of leaving the API name.
Likelihood to Recommend
ChurnZero has allowed us to nurture every single sales driven account on some level. Whether it is a lighter touch or a heavier touch, it has transformed the way we communicate with our customers. For example, we have plays that send welcome call invites, renewal invites 90+ days out, journeys to track adoption, CSATS, NPS, and alerts to focus on risk and follow up. It has also allowed us to effectively forecast and get in front of churn risk. It is not currently set up to manage our self serve clients but that is something we are excited and hoping to do with ChurnZero.
I love using ChurnZero because it really tracks the clients progress and helps with being able to save clients! It shows you a breakdown of each client and helps you navigate each individual client!
Pros
Customer Tracking
Notifications
Success
Cons
Reports Saving
Easier navigation
Likelihood to Recommend
ChurnZero is able to help track the clients progress and lets you know each point of the clients account where it can track and watch the client to be able to assist the client better and it shows each individual clients success.
VU
Verified User
Account Manager in Customer Service (501-1000 employees)
Churnzero is crucial for our CS team. We use it every single day for things like Automation of mass emails, keeping tasks organized, Creation and execution of "plays" for customer life cycle. We are able to add and track new users as the onboard and get relevant information to them atomically as they onboard.
Pros
Organize tasks
Automate emails with a chance to review
give key information about users and accounts
Cons
customizable views/dashboards
Likelihood to Recommend
For any user or team who has to work with a lot of accounts ChurnZero is invaluable. I personally have a few hundred tech touch accounts that without ChurnZero, would be unmanageable. We use it as new users become customers, to send information about updates, reach out for health checks and set up review calls, and to get ahead of upcoming renewals.
I use ChurnZero to track how my customers are using my product. Oftentimes, I am able to talk to them about what they are looking at, without them having to share that information with me. The plays and journeys features help ensure that any new customers are properly trained and are remaining on course during the onboarding process.
Pros
tracking customer usage
enacting plays and journeys to help prevent them churning
seeing exactly what the customer is looking at
Cons
its such a robust tool that simplification would be great
some minor UI things that I honestly can't think of right now
Likelihood to Recommend
If you are wondering exactly how customers are using your product, this tool is invaluable. Being able to see exactly what a customer was looking at before I jump on a call with them helps me show up better prepared for our call together.
VU
Verified User
Administrator in Customer Service (51-200 employees)
We use ChurnZero for our implementation and client success teams. ChurnZero has allowed us to build scalable processes for both functions and also gives us good insight into where our team and managers need to focus. We recently upgraded from the Professional edition to the Enterprise edition and I'm loving the additional flexibility with dashboards. ChurnZero also utilizes AI technology which gives my team tools to create their own messages that address specific client needs.
Pros
Journey mapping
Automated and manual playbooks
Client Support
Cons
Reporting
User management
Likelihood to Recommend
The journeys allowed us to scale quickly (we went from 3 CSMs to over 20 in 3 years). Having a repeatable process allowed us to onboard new team members quickly.
ChurnZero is vital to our organization. We use it to assist with our welcoming and onboarding for new customers, communicating promotions and events, monitoring customer health and risk, managing our NPS program, helping reps stay engaged and connected with their customers, and so much more. We have thousands of customers, all with diverse verticals, goals and use cases. We solve a wide array of business problems with our software and internally, we use a lot of different applications to help our teams manage what they do. ChurnZero is the glue to help connect the dots. It allows individuals to look into our customer base and see what's going on across many different applications, including our own. It also helps to call out what or who might need attention, and helps to make our reps even better at what they do. We have amazing teams that do so much, and giving them tools like ChurnZero helps them to stay informed and engaged with their clients. We are able to say the right things, to the right people at the right time. ChurnZero is critical to this.
Pros
ChurnScores (Health Scores in ChurnZero) are highly customizable.
Their NPS tools are easy to deploy and manage, keeping a finger on the pulse of the customer.
They have a great team of individuals that make us feel take care of, and push us to learn.
Segmentation is extremely powerful and easy to use.
We love the Daily digest!
Cons
Early in our time, it would have been useful to have had a consultant set up the application, but the software has grown so much since then.
Some minor limitations in sorting on segments. (we have work arounds though).
Likelihood to Recommend
If you are a SaaS business with a high volume of customers, having ChurnZero is a must. If you have a subscription based business and a customer success or account management function in your company, I would highly recommend ChurnZero.
We used ChurnZero to control health customers. The area of Customer Success needs tools for control and need indicators, and after this, we can make important decisions to reduce the churn rate and satisfaction of our customers. The main thing would be the churn score and sending surveys to customers; this way, we can measure CSAT, NPS, and CES, among other surveys.
Pros
ChurnScore
Surveys
Segments
Cons
Integration aplication mobile for surveys (whatsapp).
Usability system
Documentation
Likelihood to Recommend
Some integration needs better; in Brazil, we use a lot of Whatsapp and other apps on mobile, and for this, if we can send the surveys for these apps, the indicator probably would be better, and after this, we will control our better customers. I think the system it's a little complicated.
ChurnZero is at the forefront of our Customer Success strategy. ChurnZero brings together relevant data from several other tools (e.g CRM, Salesforce, Intercom, our own app) and helps CSMs quickly realize what actions need to be taken on both an account and contact level. For example, if a previously highly engaged POC hasn't logged in to our app in a while (e.g. 10 business days), then it might be a good idea to reach out and find out why. For example, have they moved to a different position, are they still with the company, etc.? ChurnZero is the first thing I check every morning as it gives a holistic view of how healthy our accounts/contacts are, and it allows the creation of Tasks so as not to forget to do something (e.g. follow up with a customer about an issue they mentioned via a support ticket in Intercom).
Pros
Captures events in our app.
Reminds CSMs of Tasks that may need to be taken for an account or contact.
Allows the sending of personalized emails and in-app messages at scale.
Enables the viewing of accounts/contacts in a highly-configurable manner via Segments.
Cons
It does take a lot of configuration, but that is only because of how powerful it is, and it is totally worth the time spent to do it and maintain it.
Likelihood to Recommend
ChurnZero is an outstanding tool. It does take some getting used to, but it is really worth it.
