Item: ChurnZero
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

ChurnZero allows us to automate a lot of our CS processes, allowing for more team bandwidth and the ability for the company to keep the CS team lean. It also allows us to put a lot of information as well as customer communication for all types of updates and training in-app, which increases our app usage and enables our customers to confidently continue to use our product.

Pros and Cons

In-App communication
Automation of customer touch points
Ability to move customers through journeys and plays automatically or manually depending on needs.

This is not an implementation process that can be handled by one person unless they are given time. The process can be dev-less, but, it's going to be important to put a team on this implementation process to make sure that all bases are covered.

Return on Investment

It's hard to quantify, but the implementation of ChurnZero is going to allow us to keep our team leaner as we scale, allowing fewer people to make meaningful contact with our clients and reduce churn.

Alternatives Considered

Gainsight CX, Planhat, Totango and HubSpot Service Hub

ChurnZero was a solution that better fit our needs. The pricing was better for our budget, and the product wasn't split up into pieces like some other products were. As a B2B software company, the ability to have ChurnZero sit in our app for success centers, walkthroughs, and training was huge. Other companies offered those as well, but ChurnZero's seems like not only the easiest dev process but the best use case for our customers.

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

Slack, HubSpot Sales Hub, Zoom, Google Workspace, Loom, Calendly

Usability

Once you have a good understanding of what ChurnZero provides, and have a team that can build out the product correctly for your needs, you will see the value of having ChurnZero become your daily use product for your CS team. The amount of work that ChurnZero can do for your team, allowing more bandwidth and easier communication with your clients is well worth it.

Support Rating

We haven't had much interaction with the support team yet outside of the initial onboarding, but I have no evidence that it is any less stellar than their onboarding team is.

Likelihood to Recommend

Their implementation teams are fantastic, and their knowledge base is great, making for a great onboarding experience. Most CS software like ChurnZero is built for large companies and large client bases, but the software is also applicable to smaller companies like mine based on the ability to scale the product as you grow as a company. ChurnZero should become your daily use tool for your CS team, in conjunction with your product and CRM. This is not just an onboarding tool, but a lifecycle product meant to be used to manage your client's needs for the life of their interaction with your company.

ChurnZero is the CS lifecycle product you are looking for.

Software Version

Overall Satisfaction with ChurnZero