TrustRadius
ChurnZero Support is Efficient and Effective!
https://www.trustradius.com/customer-successChurnZeroUnspecified9.172101
Preston Lam profile photo
November 01, 2018

ChurnZero Support is Efficient and Effective!

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with ChurnZero

Currently, ChurnZero is being used by our customer experience department as a tool to help manage our customers. It is also being used for customer communications via email.
  • Lots of flexibility with how you can segment and create plays to automate processes
  • Dashboard feature useful providing a personalized view of what each CSM needs to accomplish
  • Integrates well with Salesforce, making it very dynamic of what information we want to pull and communicate back to our CRM.
  • I would like Journeys and the Playbook features to work more hand in hand
  • Being able to customize HTML and emails templates in general without speaking to someone from ChurnZero
  • Being able to queue emails without requiring a recipient attached (or being able to edit recipient!)
  • ChurnZero has been able to help segment and identify any areas of concerns when it comes to a customer account early and efficiently. Saving time.
  • It is tough not being able to utilize Journeys and Playbook together to help automate processes, but I hear this is on the horizon!
  • Using the tool at a basic level is easy, however, to drive deeper this is tough without help from support. For example, segmenting can be tricky before speaking with a support team member. ("Or" statements!).
ChurnZero is great to keep track of a lot of customers, being able to set up tasks and alerts for our team helps to keep everyone organized and on track.

It is less appropriate when sending marketing emails because we aren't able to edit email templates on the fly.

ChurnZero Feature Ratings

Product usage
10
Help desk / support tickets
10
NPS surveys
9
Sponsor tracking
10
Customer profiles
10
Automated workflow
9
Internal collaboration
10
Customer health scoring
10
Customer segmentation
9
Customer health trends
10
Engagement analytics
10
Dashboards
10
Role-based user permissions
10
API
9
Integration with Salesforce.com
10

ChurnZero Support

The support member Peter was very proactive in booking time when he felt that further explanation was required. He also took time to understand my issue and provided answers that I was not even aware of.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None