CS Automation Software You and Your Team Will Enjoy!
Updated March 30, 2022
CS Automation Software You and Your Team Will Enjoy!

Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with ChurnZero
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
- CS automation
- Customer journey tracking
- Integrations with key tools
- Customer reporting
Cons
- 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.
- 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.
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.
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
Comments
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