Item: ChurnZero
Rating: 1
Author: Leta Wood

Use Cases and Deployment Scope

We purchased CZ for obvious reasons, to increase our client adoption and improve their experience. After a year we are still not able to use this product. CZ themselves recognize the problem and agree that they did not support us, do not have other users we can see how the product works, no references, no solutions architects to help. You ask for help in the onboard process and it takes them weeks to respond. I am so disappointed in the decision to implement this product, it has put our company back a year.

Pros and Cons

I don't know yet. After a year we have not been able to implement due to support from CZ. they agree it is their support issue but have not improved the process in any significant way.

Lack of onboarding support.
Product is so difficult they themselves do not use it to onboard a client. KEY RED FLAG
They don't have one client that will be used as a reference. Not one and we have asked them repeatedly.
No solutions architects or professional services. Their marketing is good. But the product does not work.

Return on Investment

After one year we still have not been able to onboard and yet we onboard with dozens of other complicated softwares a year.
CZ says they understand their own lack of support has impacted us negatively putting us behind in customer success by one year but can not figure out how to hire enough people to get us help. It takes weeks to get answers to questions.

Alternatives Considered

I am so disappointed in CZ. We use dozens of other plaforms. Elevi.io, Salesforce, Fresh Desk, AWS, etc. CZ is by far the toughest and least supportive software. By the way, we are a Saas company and get software - so if it is difficult for us to get answers I feel badly for other companies.

Key Insights

Do you think ChurnZero delivers good value for the price?

Are you happy with ChurnZero's feature set?

Did ChurnZero live up to sales and marketing promises?

Did implementation of ChurnZero go as expected?

Would you buy ChurnZero again?

Usability

One year in, we are not onboarded due to CZ not having the right people on staff. They take weeks to answer questions and are not staffed appropriately. They don't use their own software to onboard because it is so difficult. We are a year behind now on our customer journey and I am sorry I selected CZ as a partner. Elev.io is thousands yes and better. Even Pendo.

Support Rating

No support. They can't seem to be able to hire the right people and say themselves that they lack solutions architects and professional services. They did say it was their fault that we were 6 months behind on getting dashboards up and going.

Likelihood to Recommend

Significantly poor decision to go with this company. It has put us behind one year in our customer journey. They agree that they lack support, knowledge and ability to help clients onboard the product. It takes weeks to get responses from them. In meetings they tell us they understand we are 6 months behind on onboarding and they are hiring to help us. But even with escalations the onboard team has their hands tied. CZ doesn't even use their own products. That says something. And they have not been able to give me one reference to talk to. I am highly disappointed that I used CZ for our customer success platform and we are trying to figure out how to unravel the mess that it has made. Literally impacted our organization significantly.

I would not invest in ChurnZero again. Marketing is good, onboarding and support are 1 out of 10.

Software Version

Overall Satisfaction with ChurnZero