Item: ChurnZero
Rating: 10
Author: Chad Schexnayder

Use Cases and Deployment Scope

ChurnZero has been adopted by our Client Success team, and it has been a game-changer. Our CS Team is utilizing the platform to monitor customer engagement and outreach. Creating plays allows us to monitor specific outreach goals per team member, and is automated enough to schedule recurring touchpoints during each customer's lifecycle.

Pros and Cons

Command Center: a great place for all CS team members to see which tasks they have remaining and what is upcoming.
Syncing: ChurnZero syncs with Zendesk, SFDC, and the API connection with our own platform, to monitor and report on usage/engagement.
Alerts: set up for when specific users take certain actions on the platform or enter low engagement.

I would make the editor to log activities larger by default, so that I can take notes without having to enlarge the window.

Return on Investment

ChurnZero has been a great investment for our team and organization. Our C-Suite team now can always check in on customers, and when the last communication was with them, etc.

Other Software Used

Zendesk, Salesforce App Cloud

Number of Customer Success Managers

1 to 5 people

Likelihood to Recommend

ChurnZero is great for CS teams, and for those who rely on customer information to always be up to date and monitored. The platform allows anyone to pick up exactly where they last left off with the client, since it enabled all correspondence to/from the customer to be rolled up into one place.

ChurnZero has been a game changer for our team

Overall Satisfaction with ChurnZero