TrustRadius
ChurnZero Review 3 of 25
ChurnZero Review: "A great product for small to medium sized Customer Success Teams"
https://www.trustradius.com/customer-successChurnZeroUnspecified9.231101
Hardin Lovett profile photo
February 20, 2019

ChurnZero Review: "A great product for small to medium sized Customer Success Teams"

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with ChurnZero

We currently use ChurnZero for the Customer Success team. However, my marketing team has access and sees a lot of value that could be gained once they start to leveraging it appropriately.

We are somewhat early in the life cycle. My team has gained a lot of value in segmenting our accounts, creating alerts and pulling usage data. We plan on developing plays and automated tasks in the future.
  • Account Segments - we are now able to create extremely specific account segments. This allows us to approach each segment in a unique and tailored approach.
  • Alerts - I now know when my accounts open up a ticket with my support team. I can get ahead of it or follow along if needed. Before I wouldn't have any visibility unless I was specifically made aware
  • Usage stats - we are now able to get a much better view in the usage stats of our various features and functions. We can leverage these stats into our segments so that we are managing the correct accounts with the appropriate messaging.
  • There is a learning curve but that could be said with most all software. Once it became part of our daily process we started getting the hang of it pretty quick!
  • The initial implementation seemed to take a long time. Of course there are always going to be some road blocks when bringing in a new system that isn't set to communicate with your own systems right out of the box.
  • We are still working through some data issues. However, our rep is very helpful and extremely responsive.
  • The main positive I have seen is getting a holistic view of who our customers are and what they are doing with our application in place. Before, we had this information but it was not easily accessible and hard to interpret.
Gainsight seemed like a great product but maybe a little too complex for our small CS team.
I believe it is a great tool for small to medium size Customer Success teams whose client base is also in the SMB sector. It seems more than powerful enough to solve our unique business problems. However it is not a huge enterprise level piece of software. I think it is a perfect fit for our team but there are still some things we need to work out.

ChurnZero Feature Ratings

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