TrustRadius
A Powerful Tool for Tracking Customer Health
https://www.trustradius.com/customer-successChurnZeroUnspecified9.362101
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September 08, 2019

A Powerful Tool for Tracking Customer Health

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with ChurnZero

We are using ChurnZero across all of our customer-facing teams which includes implementation, support and customer success. In addition to helping us track customer health scores, ChurnZero allows us to run in-app NPS surveys and has powerful tools for creating a customer experience using "plays" as they are called in the app.
  • NPS surveys in-app
  • In-app guidance
  • Email customer journeys via "plays"
  • Salesforce integration takes a lot of internal work for us.
  • It has streamlined communication between departments by keeping everyone on the same page about customer health.
  • It has removed manual processes for our customer-facing teams by allowing us to create automated journeys.
  • It allows us to see NPS scores in the same place we look for other customer health metrics.
I have not used other products like ChurnZero.
For SaaS companies where churn potential can be measured by in-app indicators, I think ChurnZero is a natural fit and brings a lot of value. It's a powerful tool but you need to have enough data on hand to determine what metrics make good churn indicators and which ones do not. For organizations that haven't nailed that down yet, you might want to start there before adding ChurnZero to measure those things.

ChurnZero Feature Ratings

Product usage
8
Help desk / support tickets
10
NPS surveys
10
Sponsor tracking
10
Customer profiles
9
Automated workflow
10
Internal collaboration
9
Customer health scoring
10
Customer segmentation
10
Customer health trends
9
Engagement analytics
9
Dashboards
8
Role-based user permissions
9
API
10
Integration with Salesforce.com
5