Item: ChurnZero
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use ChurnZero largely to accurately track our customers and where they are in the onboarding journey as well as automate customer experience. We wanted a tool that could display the metrics we need for reporting AND scale our customer success department without scaling headcount.

Pros and Cons

CS automation
Customer journey tracking
Integrations with key tools
Customer reporting

Visually representing a customer journey. Not just the Journey, but showing how plays and segments interact with that journey so we can see the entire picture all at once. (Think: miro board)
There is some lacking functionality in the automation features including logic and triggering an action before a meeting is going to take place
I'd like to be able to customize everything. Some fields and set up are not customizable which is frustrating because not all pre-set fields are relevant to our use case.

Return on Investment

We just implemented ChurnZero, so I don't have these metrics. But I believe it will help us to scale CS without adding headcount. So instead of a 1:60 CSM to customer ratio, we most likely will be able to have a 1:80 or even higher once ChurnZero is fully implemented.

Alternatives Considered

Totango, Gainsight Customer Cloud, monday.com and Salesforce CMS

ChurnZero was feature-rich and had everything we needed (Totango was lacking in key features such as displaying a journey to a customer and having them follow along). ChurnZero was way more financially approachable than Gainsight. ChurnZero also was much more of a CS platform than Monday. Monday is a great project management tool but definitely not a CS tool. Salesforce's solution was also much more of a project manager than a CS automation tool.

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

Other Software Used

monday.com, Loom, Notion

Usability

ChurnZero is very user-friendly. Sometimes it can be hard to find things in the admin section for the overall account set up. But it is easy to set up plays and journeys. One thing that Totango has is a visual setup of journeys and plays. That would be great to see on ChurnZero!

Support Rating

Super responsive and take the time to look into the issue to fully resolve it.

Likelihood to Recommend

ChurnZero is great for tracking and automating a customer journey. It isn't a project management tool though. We use different software to track things like feature requests, content requests, etc.

CS Automation Software You and Your Team Will Enjoy!

Overall Satisfaction with ChurnZero