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.
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.
They were great contestants with even more structure and functions to the platform, but it was more expensive and CZ already fulfilled our needs.
1 to 5 people
ChurnZero Feature Ratings
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.
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
- Implemented in-house
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
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
Pros | Cons |
---|---|
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
Pros | Cons |
---|---|
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
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.
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)
Could be easier.
Relationship with ChurnZero
5 licences to use.
Free use for other Pixeon users to integrate other systems.
Free use for other Pixeon users to integrate other systems.