Item: ChurnZero
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We are consolidating information from our internal/external applications, marketing communications, and sending surveys all under one platform. We are able to chirp outcomes directly in our Slack channels & objectively measure user sentiment as well as user community engagement to the wider organization.

Pros and Cons

Configurable contact and account alerts.
Consolidation of information in one place.
Actionable insights, objective analytics we can drive improvements from.

play configuration can take some trial and error to get expectations right
you do need someone internally with an analytical (and technical) aptitude to support a good adoption
would be good to see their own in-app guides deployed against their own customer's deployments. For ex, in-app tips presented to ChurnZero users in areas they don't regularly use.

Return on Investment

Improved our direct contact engagement across more of our accounts.
Simplified the information presented in one platform.
Provided a method to objectively measure repeatability and efficiency within our organization.

Alternatives Considered

Planhat, Totango, ClientSuccess and Gainsight PX

Others either did not have the capabilities we knew we would need to grow into or were too mature for our organization to adopt/add enough value in the short term to justify purchasing. ChurnZero can be deployed simply with minimal features & functions adopted by a team, but still add value in the contact & account follow-up capabilities, like contact plays & active survey techniques. It is quick to demonstrate insight to management as well as operational services & support associates.

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

Salesforce CMS, Zendesk Guide, Slack

Usability

Those in the platform every day, working with the various features find new insights through exploring the product. Others who use the product more passively need a push and constant education on what the platform can do to help them. If there were more in-app tips presented just in time to the user, the adoption might go better for all user types.

Support Rating

CSM & Implementation support is fantastic! ChurnZero's User Community, Academy & Online Knowledgebase are fantastic! Support teams are fantastic, but 100% email, which can draw out a longer ping-pong response thread than you expect. The point here is when you have a well-formed question, go to support and you will be satisfied with your experience. If you do not know exactly what your question is, go to the User Community or your CSM first.

Likelihood to Recommend

Perfect for organizations that have access to data, even if they are not mature/ready to integrate or implement all features/functions from the start. You can grow and mature into the full use of ChurnZero, and adopt their more enterprise capabilities as you need them. Plays and surveys were used earlier than planned because the solution was easy to adopt. We started simple with CRM integration, then moved to manually import a few of our application events, like login, which gave us additional insight to support NPS & other survey feedback methods.

Perfect solution you can mature into!

Overall Satisfaction with ChurnZero