Great tool for optimizing client success teams
Catherine Zauner | TrustRadius Reviewer
November 16, 2019

Great tool for optimizing client success teams

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ChurnZero

This is being used by our client success department. The in-app messaging and ability to set up actions for certain events in the customer life cycle are game-changers for our productivity. These 2 features alone have made such a big difference in our operations and we've gotten great feedback from our clients about the in-app communication.
  • In-app messaging. We have never had a tool for this and it makes a huge difference in how quickly and efficiently we can communicate new features to our client base.
  • Triggered actions. Set up if/then statements to automate communication to groups of clients who meet certain criteria. Helps us not have to segment manually and hope we get it right.
  • Churn Score. Helps us identify at-risk clients and spend our time efficiently to keep them happy.
  • Some of the permissions are admin only, so it takes time to get things set up properly. We understand the reasoning for this but sometimes it slows us down.
  • Calendars only sync if clients are involved with the meeting. It is not very helpful to have to use a different calendar system for internal meetings and it means that we don't have accurate availability showing on the churn calendars. This feedback has already been shared with the team so hopefully, this will be resolved in the future.
Very well suited for large teams with a lot of different responsibilities where some groups may need one feature and others may need something different. This allows our team the flexibility to beta test and learn how our clients respond best. This platform may not be well suited to small teams who may not have the bandwidth to get full use out of the tool.

ChurnZero Feature Ratings

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