Item: ChurnZero
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use ChurnZero for all of our client-facing team members. The biggest problem we are solving is visibility across the board on all of our clients to all the different people in our company that interact with our clients. We have also been able to achieve better consistency in the service we provide since our process is built right into ChurnZero. We have realized tons of time savings and the ability to roll out new wrinkles in our procedures [is] much more effortless. We can update email templates, add new automation, and create new segments that all provide value to our CSM team without them having to do or remember anything.

Pros and Cons

I like how ChurnZero is built specifically for the Customer Success side of a business.
It has all data we need to access front and center, and it also helps visualize our accounts as a whole and all of the upcoming tasks associated with them.
ChurnZero is very simple to use, user-friendly, and helps automate many of the repetitive tasks a CSM does to support their clients.

The biggest downside I see is that it does not sync Salesforce Events over to the platform. [ChurnZero] only [syncs] tasks.
Events are helpful since they have a start and end time. [We've] had to change out [our] process to accommodate ChurnZero not having the [event] ability.
It also does not have as robust reporting as some other platforms.

Return on Investment

We recently deployed ChurnZero so the biggest return on investment has been saving our team members tons of time. Previously, they had to search through several spreadsheets to find the information they needed and keep our data up to date in three different areas.
With ChurnZero, our team can go to one place and update the information just one time. It is also visible across the entire organization so our team can find correct information, in one place, efficiently. This has in turn saved us money and lots of frustration.

Alternatives Considered

Gainsight Customer Cloud

[N/A]

Key Insights

Do you think ChurnZero delivers good value for the price?

Yes

Are you happy with ChurnZero's feature set?

Yes

Did ChurnZero live up to sales and marketing promises?

Yes

Did implementation of ChurnZero go as expected?

Yes

Would you buy ChurnZero again?

Yes

Usability

ChurnZero is very simple to use because there are few places to navigate so you do not have to click around to a bunch of areas within the app. Since all client information is visible in just a few places within the app, the team was able to get up to speed on ChurnZero's functionality very easily. You can also complete many actions from one place in the app (log a call, send an email, run an automation play, add someone to a journey) so it makes every screen within ChurnZero multi-purpose which continues to make the app easy to use.

The first thing we got value-wise with ChurnZero, was syncing all of our client information to one place right away. With all the integrations and back-end set up complete, our team had confidence the data was correct and in the correct place. This was immensely valuable for our team. We also began to get value from the automation with ChurnZero. Previously, our team had to have a call with a client, manually log the call, open their [Gmail], [...] send the recap email, send out a customer satisfaction survey, create a new task for the next call, and send a calendar invite. Now, our team just needs to click that the task is complete, the survey is automatically sent out, the recap email is queued up so they can add in their notes (and send in a click of a button), the next call task is automatically created, and our gcal event [syncs] with the ChurnZero calendar so there is no need to update in multiple places.

Support Rating

[I gave ChurnZero and excellent rating because] [the] CSM is very attentive and will [respond to] a call whenever we need [help]. [ChurnZero's] support team is also very responsive when you send in a ticket. Everyone I've interacted with is very knowledgeable about the product and eager to help.

Likelihood to Recommend

ChurnZero simplifies many of the client journeys, like Onboarding and Renewal processes. It is also a great home for all [the] data about a specific client. It is also [well] suited for repetitive emails [and] tasks, as it can automate them for team members. ChurnZero can also alert you of upcoming events within your account or recent account changes. It [...] also [helps] you track anticipated churn or account growth.

ChurnZero: Gives Visibility to Your Customers' Health Score

Overall Satisfaction with ChurnZero