ChurnZero actually helps with keeping your churn zero!
September 03, 2020

ChurnZero actually helps with keeping your churn zero!

Beatriz de Rosa Soares | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ChurnZero

We use it only at the Customer Success department. It helps us structure the CS mindset throughout the company, helping us organize our customer information on our CRM - with easy-to-use software and playbooks that help us with bulk actions.
Our CS department is recent in the company, but the ChurnZero team really helped us with great service and product, and also showing us how CS can be used in all fields in a company, helping us shape our company here.
  • Helping us with questions.
  • Attending our needs regarding the system and CS in general.
  • Organization of our database.
  • Centralisation of information from all the management systems we use.
  • Great UX.
  • Easy-to-use platform.
  • Better method of integration with systems that don't have native integration.
  • Different language speaking employees. As we are from Brazil and not all of us speak English, sometimes, the communication was a bit difficult. But they did their best with what they had right now.
  • Great price compared to competitors, even Brazilian ones.
Another product not listed: SenseData.
They were great contestants with even more structure and functions to the platform, but it was more expensive and CZ already fulfilled our needs.
Well suited:
- To be used as a method to learn and take actions based on what your customers think of you.
- Tracking NPS.
- Tracking the satisfaction of the customer.

Less appropriate: used as a CRM. Even thought they are great, the platform does not have the resources for that.

ChurnZero Feature Ratings

Product usage
3
Help desk / support tickets
5
NPS surveys
10
Sponsor tracking
2
Customer profiles
10
Automated workflow
9
Customer health scoring
8
Customer segmentation
9
Customer health trends
10
Engagement analytics
8
Dashboards
6
Role-based user permissions
7
API
8
Integration with Salesforce.com
10

Using ChurnZero

5 - Customer Success Managers, The head of CS department, Customer Success Operations.
  • Playbooks.
  • Campaigns.
  • Customer profiles.
  • Helping us with a marketing campaign.
  • Integration with Pixeon's systems and tracking activities of customers.
Great support and relationship with them.

Evaluating ChurnZero and Competitors

  • Price
  • Product Usability
  • Prior Experience with the Product
Price
I did not participate on the decision making, but negotiate more users to use CZ.

ChurnZero Implementation

Sometimes, it can be hard to implement other systems to CZ.
Change management was a small part of the implementation and was well-handled
  • Difficulty to integrate different systems to CZ.

ChurnZero Training

  • Online training
  • in-person training
There are functions that is not so easy to pick up on your own. I recommend watching the webinars and doing the training. It really helps.

Configuring ChurnZero

Sometimes, it is too limited.
To get CZ if you use other products that have native integration with it.
No - we have not done any customization to the interface
No - we have not done any custom code
All the customization is really easy and speaks well with Salesforce.

ChurnZero Support

I didn't use the support very much yet. The few times I used, was great.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes - Yes! It was resolved before we even finished our talk with them.
It was actually always a fast response.

Using ChurnZero

Because we can do almost anything we want there. Sometimes, a few kind of segments are hard to filter, but overall it is great.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Playbooks.
  • Playbooks reports.
  • Segments.
  • Explaining bulk actions to our CSM.

ChurnZero Reliability

Easy to escalate.
Quick response by the CZ team.

Integrating ChurnZero

  • Benner
  • Dynamics
  • Jira Service Desk
  • Other Pixeon products to be done
Salesforce: native integration - easy.
Jira: supposed to have native integration but our Jira is on premises so it did not work, have to do it by API.
Benner: doens't have native integration and it is a complex system. The integration is still on evaluation but it does not work properly yet.
Dynamics: stating to integrate now.
  • Dyanmics - services use, not CRM.
I don't know.
  • File import/export
  • API (e.g. SOAP or REST)

Relationship with ChurnZero

I didn't participate on the saled process
5 licences to use.
Free use for other Pixeon users to integrate other systems.