Thankful to have this tool in my arsenal. Game changer.
Rhiannon Thompson profile photo
September 30, 2019

Thankful to have this tool in my arsenal. Game changer.

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ChurnZero

ChurnZero is being used by our Customer Success team. It primarily helps us develop stronger relationships with our customers and much stronger retention. It helps identify challenges in the customer lifecycle, level of engagement, opportunities for up-sell, and risk factors for churn.
  • The interface is incredibly intuitive and easy to use. Everything is exactly where you'd expect it to be and readily accessible. Great for high volume account management.
  • Support has been amazing. When we have a question, it's answered right away. When we have a request, their team works with us to make it happen or find an alternative. Super impressed here.
  • Integration with other software such as Salesforce has been smooth and comprehensive. It seems to be highly customizable as well.
  • This is a powerful tool. You can glean a lot of data and track just about everything with ChurnZero.
  • Automation works well and saves so much time. Great balance between a tailored approach for customers and efficiency for employees.
  • Functionality of contacts could be improved. It would be nice to see contact roles, status, and info (email, phone, etc.) all on one page without having to click into each contact separately.
  • I would like to be able to customize the dashboard and command center on an individual level but that's pretty trivial. I might want to see different or more/less detailed information that my coworkers. This also may already be a feature that my company has not deployed.
  • Bulk editing would be helpful in Messages for Review. Sometimes an email to several contacts on an account needs a minor adjustment, without affecting merge fields, and being able to bulk edit, approve, and send would greatly improve efficiency.
  • Improved customer retention.
I have used several CRMs and similar software but this is my first review. ChurnZero is significantly more powerful, easy to use, and has phenomenal customer service. Very much the opposite of most platforms that promise all those things without delivering.
Salesforce Lightning Platform (formerly Salesforce App Cloud), Close, Talkdesk
This is difficult to answer because I'm fairly new to ChurnZero but it seems very well suited if your product and customer relationships are multifaceted. There is so much flexibility and so many powerful tools and analytics that it may not be suited to simple products and customer relationships.

ChurnZero Feature Ratings

Product usage
10
Help desk / support tickets
8
NPS surveys
8
Sponsor tracking
Not Rated
Customer profiles
Not Rated
Automated workflow
8
Internal collaboration
9
Customer health scoring
9
Customer segmentation
10
Customer health trends
9
Engagement analytics
9
Dashboards
9
Role-based user permissions
Not Rated
API
Not Rated
Integration with Salesforce.com
9