Item: ChurnZero
Rating: 10
Author: Mike Holihan

Overall Satisfaction with ChurnZero

Use Cases and Deployment Scope

We use ChurnZero to manage the customer experience after-sales. We manage our customer onboardings, adoption, renewals, and upsell/cross-sell. We also administer our NPS, CSAT, and CES surveys through the system and our In-App messaging. We also implemented the ChurnZero code into our software to use data. This has been a game-changer! Because ChurnZero centralizes all of the customer information (including Freshdesk ticket info and financial info through SaaSOptics integration), we have considerably more intelligence on every customer account and can segment our customers in ways we never thought possible. We have also been able to save money by eliminating subscriptions to 3rd survey platforms and in-app messaging platforms because ChurnZero can do it all.

Pros and Cons

Pros

In-App Messaging.
Integration with Freshdesk and SaasOptics.
Segmenting customers based on usage data.
Automated CSM plays.

Cons

Being able to send emails in product if you are not the account owner.
Exporting segment lists to Excel.

Return on Investment

Forecasting NRR.
Being proactive against churn.
Managing our onboarding process/journeys better.

Alternatives Considered

Freshsuccess (formerly Natero)

Much more robust with plays, segmentation, and in-app messaging capabilities. Also, better sales experience. Churn Zero took the time to learn our business and that made our implementation more customized for us. There were also integrations to other systems that we use that other solution didn't have. Overall, ChurnZero felt like the most complete solution for end-to-end customer experience and success management.

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

Freshdesk, Salesforce CMS, ActiveCampaign

Usability

Very intuitive. I wish the editors for in-app messaging and emails were a little more robust. I also wish I could export reports and segment lists. Otherwise, we have loved using it.

Support Rating

Very responsive, every problem is solved or taken back to a solutions team and we eventually get to a conclusion. I feel like I'm part of their team when I have a problem.

Likelihood to Recommend

If you are a SaaS business looking to have all of your customer data centralized in one area, with robust segmentation, automation, and reporting, this solution is for you. It is not a ticket system. It integrates well with Salesforce and our customer data is handed off from sales in Salesforce to ChurnZero for our customer success teams.

ChurnZero Feature Ratings

Comments

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The best solution for customer success and experience management.