ChurnZero Reviews

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86 Ratings
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Score 9.1 out of 100

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TrustRadius Top Rated for 2019

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Reviews (1-25 of 75)

Amar Sarao | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Data Segmentation - ChurnZero lets you easily create custom reports called segments to give you a better understanding of your book of business and gain knowledge about specifics trends that may be happening. While this feature is available in Salesforce, the user interface is much cleaner and easier to use on ChurnZero. This helps you save time and be more creative with your outreach.
  • ChurnZero Plays - This feature does a great job helping you automate your outreach. A play lets you target a segment and send preplanned emails to prospects or clients, which makes life really easy if there's a broad message that needs to be sent out.
  • Flexibility - The ChurnZero platform is very flexible and was customized to fit our needs. During implementation, we were able to pull unique account attributes from Salesforce to be housed in ChurnZero and we have the option to make adjustments if our needs ever change.
  • Churn Score Feature - ChurnZero assigns a churn score to each account in your book of business to signify its risk of churn. I usually take this score with a grain of salt because it is not always 100% accurate and churn risk is usually too nuanced to be able to be described with a single number.
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Ofir Partok | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Running plays and journeys based on the account size and package.
  • In-app tools such as ChurnScore and NPS survey that really help asses clients' health.
  • Customization of dashboards and reports could be better.
  • The account contacts view is missing some data, such as roles and status. It would be nice to have it all on one page without having to go into each contact separately.
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Kristin Sours | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Via our online portal that our client base uses, we can send direct messages, pop-ups and even NPS surveys directly to their online account. This is extremely important because this is where our clients are logging in so we can tell them important things like "we have a new release, watch this video" or "do not lose access to your data, your renewal is right around the corner so email me". I feel like we're communicating with our clients in a way we could never do before.
  • It allows you to create segments. For example, I could create a segment of clients that are up for their renewal who have low usage. When a client enters that segment it can then alert me. Or even better, it can automatically send out an email and log activity to our CRM to follow up in a week. This 1 example will help us reach out to clients when they stop using the tool and/or find out why they did.
  • It integrates with all our systems: Salesforce, Zendesk, Gmail, Google Calendar, Slack, webinars, etc.
  • Support is amazing!
  • It's a very advanced system so the onboarding is pretty extensive. It is not an "out of the box" tool so you need to expect that going into it. However, we are not a one size fits all company, so I like that it was tailored to us and built based on our unique tool/client base.
  • It definitely has a learning curve. Using it the tool will be the hardest part for your team so motivating them to use it is key. I recommend using their help center, it has so many awesome 'how-to' articles that are really helpful.
  • The Churn Score is tough to set up and at first, I was really overwhelmed at this point. However, our rep explained it as it takes a while to figure out what makes your client churn.
Read Kristin Sours's full review
Jenni Byers | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Plays and journeys maximize the time of the CSM team and ensure consistency for clients.
  • Ability to tie in proprietary software, ticketing, accounting and CRM systems means a single info point for all accounts.
  • In-app announcements and templated messaging functions enable smart one-to-many communication.
  • Alerts ensure that any problems are brought to CSM's attention for swift action.
  • Their Customer Success Managers and processes are superb.
  • It does take time to implement properly.
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Mae Ports | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • The team at ChurnZero has been super helpful and takes the time to understand our organization's needs to get the most out of the software.
  • They offer a large number of direct integrations to choose from which makes it easy to integrate into current operations.
  • Their interface is user-friendly.
  • There is an extensive amount of training necessary to fully utilize the platform.
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Catherine Zauner | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • In-app messaging. We have never had a tool for this and it makes a huge difference in how quickly and efficiently we can communicate new features to our client base.
  • Triggered actions. Set up if/then statements to automate communication to groups of clients who meet certain criteria. Helps us not have to segment manually and hope we get it right.
  • Churn Score. Helps us identify at-risk clients and spend our time efficiently to keep them happy.
  • Some of the permissions are admin only, so it takes time to get things set up properly. We understand the reasoning for this but sometimes it slows us down.
  • Calendars only sync if clients are involved with the meeting. It is not very helpful to have to use a different calendar system for internal meetings and it means that we don't have accurate availability showing on the churn calendars. This feedback has already been shared with the team so hopefully, this will be resolved in the future.
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Alex Henke | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Customization - CZ can be adapted to your success approach, not the other way around.
  • Reporting - The LiveExport feature, in particular, helps create cross-functional visibility.
  • Customer Success - Our CZ CSM provides an outstanding level of support.
  • Guidance on set-up - The customizability of ChurnZero is a double-edged sword and can slow the implementation process.
  • Knowledgebase - Could use some more detail.
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Morgan Walker | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Playbooks - Automatically creates strategies for client outreach and account management based on various factors such as account health, renewal dates, etc. Very helpful when one person is managing hundreds of accounts!
  • Customization of metrics - allows companies to define the metrics by which they consider accounts to be healthy and can update these very easily
  • Integration with Salesforce is a huge plus! no more toggling back and forth between platforms
  • Detailed and easy to find support articles or training videos would be nice for newbies who are left to learn how to use the system on their own
  • Metrics can be hit or miss depending on how well ChurnZero is set up. This is more of a user error though.
  • Would like the option to CC people in emails
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Megan Grosskopf | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Being able to automate certain processes to free up Account Managers' time.
  • Being able to quickly identify clients that are at risk and be proactive in engaging/re-engaging them.
  • Allowing multiple ways to engage with customers aside from email, including in-app announcements.
  • The set up can be extremely time consuming, but they offer great training and support at all stages.
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Rhiannon Thompson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • The interface is incredibly intuitive and easy to use. Everything is exactly where you'd expect it to be and readily accessible. Great for high volume account management.
  • Support has been amazing. When we have a question, it's answered right away. When we have a request, their team works with us to make it happen or find an alternative. Super impressed here.
  • Integration with other software such as Salesforce has been smooth and comprehensive. It seems to be highly customizable as well.
  • This is a powerful tool. You can glean a lot of data and track just about everything with ChurnZero.
  • Automation works well and saves so much time. Great balance between a tailored approach for customers and efficiency for employees.
  • Functionality of contacts could be improved. It would be nice to see contact roles, status, and info (email, phone, etc.) all on one page without having to click into each contact separately.
  • I would like to be able to customize the dashboard and command center on an individual level but that's pretty trivial. I might want to see different or more/less detailed information that my coworkers. This also may already be a feature that my company has not deployed.
  • Bulk editing would be helpful in Messages for Review. Sometimes an email to several contacts on an account needs a minor adjustment, without affecting merge fields, and being able to bulk edit, approve, and send would greatly improve efficiency.
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Tahima Begum | TrustRadius Reviewer
September 30, 2019

ChurnZero Review

Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Custom integration with our product information.
  • Reporting is easy to set up at the individual CSM level.
  • Integration with Salesforce is great.
  • I wish ChurnZero would rebrand the churn-score to health score. It's intimidating to present "churn-scores" since it's negative.
  • Manager level reporting needs to be done through reports.
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Maura Kelly | TrustRadius Reviewer
September 13, 2019

ChurnZero is Awesome!

Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Pull in data for all accounts and quickly assess the health of my client accounts.
  • See dollar distribution and health - especially for higher contract value clients.
  • Receive alerts for accounts where usage has increased or decreased recently (for example).
  • Retrieve information on an account-by-account basis and review which pages in my platform are being used most often (and trended over time).
  • I would love for the search bar at the top of the screen to be a different color to be more identifiable.
  • I would like for the area on my dashboard called "Total Contract Amount by Churn Risk for All Accounts" to be clickable / hyperlinked.
  • No other complaints.
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Jordan Chen | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • I like that there are easy data exports. Often times I'm tasked with pulling usage reports, but more importantly, what are they looking at when they log in.
  • I like the alert system. My mind is often in several places so it's good to be reminded of a client that I may not have thought of in a while.
  • The segments are also great because not only am I able to create my own segments, but I'm able to be easily assigned things which helps with my organization.
  • It would be helpful to be able to customize a specific time frame that we'd like to look at. Right now it's only specific segments, last month, this month, etc...
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Elsie Coffey | TrustRadius Reviewer
September 09, 2019

You'll never look back :)

Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Allows you to sort your customers/accounts with incredibly detailed and versatile filters.
  • Allows you to run NPS campaigns and track and report on this information.
  • Can measure the overall usage of your customers so that you can make informed decisions of what your team needs to work on next.
  • The setup process of ChurnZero is quite intense and does require a lot of love and time, but it's worth it!
Read Elsie Coffey's full review
Marcus Torres | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • An easy to navigate interface that allows admins to customize their user experience and focus on what is most important to their use case for the platform.
  • Their automation capabilities, specifically the ability to completely customize messaging that can be automatically created and used for completely different phases in the customer lifecycle.
  • Data, data, data. Their ability to integrate with multiple data points based on your needs was extremely impressive. The ability to use the data points within their platform and understand customer engagement in realtime, easily, all within the same tool is a home run.
  • Additional ways to view multiple accounts, currently you can only view one account. There are no additional tab options available in the platform.
  • More reporting options for historical meetings and correspondence.
Read Marcus Torres's full review
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • NPS Campaigns: Our CSMs have really liked how easy it is to Run, Respond, and Track the NPS campaigns in ChurnZero. This was not something we were executing before subscribing to this solutions and they've made it so easy to implement it into our processes.
  • If you offer multiple products/ software solutions to your customers, ChurnZero makes it very easy for you to track a health score for each solution a customer is subscribed to. For example, we have 6 solutions that customers can choose to subscribe to or not. ChurnZero helped us to build filters and health scores for each one so that we can track different health score metrics based on the customers subscribed solutions.
  • Their API integration is awesome. Being a healthcare company, privacy and security protocols dictate a lot of what we can and cannot do. We could not use the java script integration becasue we needed to have complete control over what was being shared with the partner we chose. We were a little skeptical if the API option would allow us to have the ROI we were looking for becasue it limited some of the in-app functionality we were excited about. I am so happy we stuck it out and went through the discovery process further becasue, even with limited functionality, we have gained insights into our customers that we never would've been able to discover on our own and are asking questions we didn't even know we needed to ask.
  • I do think in addition to having automated plays, they need to create an option to use email templates for ad-hoc CSM use when composing an email within the platform. This is the one sticking point that I have vocalized with them, but based on how quickly they've turned around previous development feedback/ request, I am confident it will get addressed.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Shallow learning curve = quick adoption
  • Robust integrations
  • Intuitive ux
  • Scalable
  • Need ChurnZero rep to add new fields, edit page layouts, and configure new custom tables
  • Can not customize the Account or Contact header resulting in a useless widget unless your business works exactly like the model the widget was built for
  • Does not allow us to connect to our native mobile app, diminishing the value of in app features
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • ChurnZero does a great job of surfacing the items that need my attention and making it easy to take action on them.
  • ChurnZero does a great job of communicating new features and why they were released/how I can use them to do my job better.
  • ChurnZero organizes all of my different views and dashboards so I know where to look for anything that I'm working on.
  • I don't have many complaints about the software and anything that we do raise as issues seem to be handled quickly.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Alerts based on Segments and criteria.
  • Plays that allow for automation or a string of automation emails, tasks to take action when needed.
  • Integrations with other software. It is easy to plug into other databases and software.
  • The set-up time to implement the solution.
  • Journeys do not seem very intuitive.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Tracking usage helps us to see what pieces of information our clients are using so that we can suggest other options that will be good for them.
  • In-app messages allow us to contact users who are not communicating with us so that we are able to reach out to anyone in the organization.
  • Plays and segments work great as we are able to connect with our clients in an automated way so that we can use our time more wisely.
  • The only issue we have had was once we had to ask our sales rep to move to a different space because we could hear a lot of background noises.
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Feature Scorecard Summary

Role-based user permissions (62)
8.5
API (57)
8.5
Integration with Salesforce.com (53)
8.6
Product usage (72)
8.5
Help desk / support tickets (59)
8.4
NPS surveys (60)
8.5
Sponsor tracking (25)
7.9
Customer profiles (68)
8.5
Automated workflow (72)
8.5
Internal collaboration (57)
8.1
Customer health scoring (73)
8.7
Customer segmentation (72)
8.9
Customer health trends (70)
8.5
Engagement analytics (71)
8.6
Dashboards (73)
8.3

About ChurnZero

ChurnZero's real-time SaaS platform aims to help subscription businesses prevent customer churn. The platform integrates tightly with an organization's CRM system and their application or service. In doing so, ChurnZero (1) allows the business to understand how their customers use their product, (2) assesses customer health and likelihood to renew, and (3) gives the business the means to automate and personalize the customer experience through timely and relevant touchpoints, including in-app content. The vendor says ChurnZero customers see ROI in terms of more productive and better informed customer success managers who can provide their customers with better just-in-time service from the automated playbooks.
Categories:  Customer Success

ChurnZero Features

Customer Data Extraction / Integration Features
Has featureProduct usage
Has featureHelp desk / support tickets
Has featureOnline customer community
Has featureBilling
Has featureMarketing emails
Customer Success Management Features
Has featureNPS surveys
Has featureSponsor tracking
Has featureCustomer profiles
Has featureAutomated workflow
Has featureInternal collaboration
Has featureCustomer health scoring
Has featureCustomer segmentation
CSM Reporting & Analytics Features
Has featureCustomer health trends
Has featureEngagement analytics
Does not have featureRevenue forecasting
Has featureDashboards
Does not have featureCustomer lifetime value
Does not have featureChurn rate
Security Features
Has featureRole-based user permissions
Platform & Infrastructure Features
Has featureAPI
Has featureIntegration with Salesforce.com
Does not have featureIntegration with Marketo
Does not have featureIntegration with Eloqua
Additional Features
Has featureIn-app communication

ChurnZero Screenshots

ChurnZero Downloadables

ChurnZero Integrations

ChurnZero Competitors

ChurnZero Support Options

 Paid Version
Phone
Email
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

ChurnZero Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No