Overall Satisfaction with ChurnZero
ChurnZero is used in our Client Success department to monitor and maintain retention rates. This platform provides additional insights as to what our clients are doing, what accounts are at risk of churning, training opportunities, and allows us to engage with our clients in multiple ways. Through ChurnZero we are able to host in-app announcements to engage our clients, including video walkthrough tutorials, and can even send and log emails through ChurnZero. This has also been key in identifying those customers who may be likely to churn so we can be sure we are working with them to ensure they have all they need. Internally, the retention rate is something we pay very close attention to, so it has been extremely helpful being able to see those rates and data points. ChurnZero has also been helpful in automating certain processes to free up account managers' time so they are able to focus on working directly with their customers instead of having to focus on admin work.
- Being able to automate certain processes to free up Account Managers' time.
- Being able to quickly identify clients that are at risk and be proactive in engaging/re-engaging them.
- Allowing multiple ways to engage with customers aside from email, including in-app announcements.
- The set up can be extremely time consuming, but they offer great training and support at all stages.
- Our retention rates have increased 5% over the last year.
- We have a higher retention rate with our first-year clients that historically have been the most difficult to retain
- Receiving live data has lead to improved training and webinars to ensure clients have all they need.
Salesforce is a great place for us to store some data and gain some customer insights. However, ChurnZero has been able to take that to another level by providing health scores for our clients to help us in segmenting and engaging with them appropriately. Salesforce did not offer the same functionality in terms of automation.
6 to 10 people
ChurnZero is a great platform for Account Managers, especially in the tech industry. We utilize many features to track and engage our clients, including sending in-app announcements or tutorial pop-ups when our clients log into the system. We are also able to ensure we are engaging our clients appropriately based on their Churn Score which alerts us which clients are becoming more likely to Churn.