TrustRadius
ChurnZero Review 11 of 24
Review: "ChurnZero allows you to be proactive with customers instead of being reactive"
https://www.trustradius.com/customer-successChurnZeroUnspecified9.230101
Jewell Kieley profile photo
November 24, 2018

Review: "ChurnZero allows you to be proactive with customers instead of being reactive"

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with ChurnZero

ChurnZero (CZ) is being used by the customer success team to manage where our customers are at in onboarding, adoption and advocacy of their success journey. We have a variety of journeys built out to be able to best track out customers. CZ allows us to not only know where people are at but to also be proactive about reaching out when we see drops in usage or other indicators to predict churn. This allows us to be more proactive with our customers. When we got ChurnZero, I felt like a light had just turned on where as before I was trying to find my way around in a dark room. Allows much more insight into our customers.
  • Journeys and managing where people are at - nice to be able to see where people are at with their usage of our platform
  • Integrating with Salesforce and our own platform - allows us to spread information between teams and colleagues
  • Predicting churn - creating our customized churn score to be able to predict happy / unhappy customers.
  • Cannot CC people on emails sent from CZ if they are not users in CZ. This is frustrating as we often have several contacts associated with each account that we would want to CC on emails sent from CZ. This makes it so that we don't really use the email feature in CZ. But, our CSM (who is awesome- Chase) told us that functionality is on the roadmap
  • Cannot accurately report on plays - reporting on journeys is great but reporting on plays is difficult
  • A few other technical glitches.
  • We are seeing less churn overall which is clearly a positive impact
  • More accountability for CSMs which is positive
  • More granulated ways to track customers and report on them
I don't know enough about the competitive market to discuss this confidently. But, we do have a colleague who used Gainsight at her last job and likes ChurnZero much more.
ChurnZero is well suited for managing customers' journeys to predict where they are and predict churn. It is less suited for using it as a messaging platform.

ChurnZero Feature Ratings

Product usage
10
Help desk / support tickets
10
Customer profiles
10
Automated workflow
8
Internal collaboration
9
Customer health scoring
10
Customer segmentation
10
Customer health trends
10
Engagement analytics
10
Dashboards
10
Role-based user permissions
10
API
10
Integration with Salesforce.com
10