TrustRadius
How ChurnZero has improved our team, everyday!
https://www.trustradius.com/customer-successChurnZeroUnspecified9.362101
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July 26, 2019

How ChurnZero has improved our team, everyday!

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with ChurnZero

ChurnZero is being mainly used by our customer-facing team, Customer Success, Marketing, and Enterprise team. Although we have a few internal tools that we use to help us identify customer use, history, and pull insight about their account, there are multiple tools our team has to bounce between and unable to get the full picture. With ChurnZero, it is providing us the opportunity to review accounts with more insights all in one place that all users in the organization can review as well.
  • Allow for integration across multiple platforms that provide data about your accounts.
  • Plays and journeys allow our team to do outreach to multiple customers all without leaving my command center.
  • Alerts me when a customer has submitted a support ticket even if I am not logged into ChurnZero.
  • More understanding in the difference between plays and journeys to truly utilize to their full potential.
  • allow for font tools in the notes.
  • We hope to be able to identify possible churn customers earlier in their journeys to be able to be more proactive earlier.
  • Understanding trends of possible churn customers.
  • Saving the customer-facing teams valuable time spend researching through multiple platforms can be spent being proactive.
Compared to Gainsight, ChurnZero is much more user-friendly and quick to adapt to my day-to-day. It allows for much easier integration with third-party platforms in order to get our data into the ChurnZero and allowing our team to move forward. Additionally, moving through Gainsight is very clunky, slow, and requires a 24hour turn-around when adding a new customer or making major changes which I have not found to be the case with ChurnZero.
I have found ChurnZero to be more user-friendly and adaptable than Gainsight, a huge plus! Based on feedback from my Director, the integration of third-party platforms has not been as difficult or a headache compared to Gainsight. Additionally, the pop-ups from my tasks or things I need to review I find to be great in that I do not need to leave the dashboard.

ChurnZero Feature Ratings

Product usage
9
Help desk / support tickets
10
NPS surveys
9
Customer profiles
10
Automated workflow
10
Internal collaboration
10
Customer health scoring
10
Customer segmentation
10
Customer health trends
10
Engagement analytics
9
Dashboards
10
Role-based user permissions
10