TrustRadius
ChurnZero - changed the game for our CS team!
https://www.trustradius.com/customer-successChurnZeroUnspecified9.172101
Lauren Grant profile photo
November 07, 2018

ChurnZero - changed the game for our CS team!

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with ChurnZero

ChurnZero is currently being utilized by our Client Services department. We're leveraging this software to more efficiently digest and predict client health. Previously (before CZ) we were handling all client data manually and the ability to holistically understand the full scope of our book of business was very difficult and not accurate.
  • Being able to set very specific criteria for what constitutes a healthy, or unhealthy client, and then place those accounts in their own segments has been really helpful. Based on what segment an account may be in lets our team feel empowered to reach out to clients and either reward good behavior or coach them on areas they need improvements on.
  • Having a holistic view of our book of business to see which accounts have had low engagement from our team and which are at risk for churn makes the efforts of our team much more pointed and impactful.
  • Playbooks: This has been huge so we can trigger automated messaging, both via email as well as in-app, to certain account segments. This helps make sure nothing is falling through the cracks w/o creating more manual work for our team.
  • In-app announcements don't have the capability to be dynamic based on user input
  • Command Center: Would be beneficial if this could be customized per user/per company
  • Being able to engage with unresponsive or otherwise disengaged clients prior to renewal, or prior to becoming a huge churn risk, has been monumental for our team.
ChurnZero is great for any subscription-based models or those with a large book of business. Working at a SaaS company, it's imperative to understand product adoption/engagement on a daily basis and ChurnZero has helped tremendously with that.

ChurnZero Feature Ratings

Product usage
8
Help desk / support tickets
Not Rated
NPS surveys
8
Sponsor tracking
Not Rated
Customer profiles
9
Automated workflow
9
Internal collaboration
Not Rated
Customer health scoring
9
Customer segmentation
9
Customer health trends
9
Engagement analytics
8
Dashboards
7
Role-based user permissions
8
API
8
Integration with Salesforce.com
9