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ChurnZero Review: "Helping to organize a quickly growing company"
https://www.trustradius.com/customer-successChurnZeroUnspecified9.350101
Andrew Shanks profile photo
December 28, 2018

ChurnZero Review: "Helping to organize a quickly growing company"

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with ChurnZero

We're using ChurnZero to track our customers journey from On-boarding to Advocacy.
Currently this is only being used by our Customer Success team but it fills the void of not being able to track a customer along their lifespan, including any/all activities within our platform that they are doing, last time they logged in, how many surveys have been sent, and a slew of other metrics.

We use a lot of "Journeys" that help us keep track of our clients and gives us action items depending on what is going on with that particular user. That's quite helpful.
  • Help from their CS team and Dev team
  • Loads of customization based on the data you have and want to use/track
  • Pretty responsive to emails
  • Not being able to email a group of customers that are part of the same company. Each person gets an individual email instead of grouping everyone together on a single email.
  • Better tracking for internal KPI's
  • Organization for a quickly growing company
  • Sometimes it adds to the noise, but that's because we haven't made journeys specific enough and things can get messy
This product was picked by our CEO and VP of Customer Success. I wasn't a part of the research or decision making process.
ChurnZero is great because before we started using them we had a horrid excel spreadsheet that was impossible to keep up with. Since using ChurnZero we've had a much better pulse on what's going on with our clients so we can spot trouble before it arises. Far better than the "surprise cancel" we used to get and we'd be blindsided by it.

ChurnZero Feature Ratings

Product usage
10
Help desk / support tickets
Not Rated
NPS surveys
Not Rated
Sponsor tracking
Not Rated
Customer profiles
10
Automated workflow
9
Internal collaboration
10
Customer health scoring
9
Customer segmentation
10
Customer health trends
10
Engagement analytics
10
Dashboards
10
Role-based user permissions
10
API
Not Rated
Integration with Salesforce.com
10