Customer Success Teams - Work Smarter Not Harder with this great tool!
April 19, 2023

Customer Success Teams - Work Smarter Not Harder with this great tool!

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with ChurnZero

Want to work smarter and not harder? ChurnZero has all the tools to help with that! This product allows our team to grow and scale while maintaining a consistent and thoughtful touch with our full book of business. The insights and transparency into customer behaviors and risk factors is hugely beneficial as is the ability to set up plays to reach unresponsive customers and those who might be lagging in the onboarding process timeline. I've only just started using CS AI for crafting customer emails and call scripts but I can already tell it is a GAME CHANGER!!! This will revolutionize the CS world and allow us all to be more effective without putting in overtime hours in order to do so.

Pros

  • Customer behavior predictive factors and monitoring
  • Automated plays to better engage unresponsive customers
  • CS AI to craft the perfect customer email to get the response you are seeking

Cons

  • Some of the CS AI prompts aren't as in-depth as I would like but they are a good start to create your own prompt from
  • Some of our Salesforce fields have mapped over a bit awkwardly but that may have been due to implementation from our managers instead of the product capabilities
  • The segments menu can be a bit difficult to sort through but that could be due to my user permissions and not the capabilities of the product
  • We've only just started using ChurnZero in the last few months so we don't have complete visibility into the impact on ROI yet but I can tell this will greatly help prevent churn and have a positive impact on ROI in the long run.
I haven't used any other products like ChurnZero

Do you think ChurnZero delivers good value for the price?

Not sure

Are you happy with ChurnZero's feature set?

Yes

Did ChurnZero live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of ChurnZero go as expected?

I wasn't involved with the implementation phase

Would you buy ChurnZero again?

Yes

Very intuitive UX design - it's easy to find the menu items you're looking for and accomplish expected actions without having to seek to thoroughly. It integrates well with other programs as well and has a great set up for account settings and notifications.
I've never contacted Support but it wouldn't let me submit without providing a response.
ChurnZero is great for a Customer Success team that is looking to gain additional insights and alerting when customers are showing initial warning signs and allows the CS team to act in a timely manner in order to rescue the customer relationship before it's too late. It is also very helpful for a team with a larger book of business so they are able to use plays to better automate more the more routine outreach touch points to customers.
I haven't yet found a scenario where ChurnZero is less appropriate but perhaps for teams that are not focused specifically on Customer Success.

ChurnZero Feature Ratings

Not Rated
Product usage
Not Rated
Help desk / support tickets
Not Rated
10.0
NPS surveys
Not Rated
Sponsor tracking
Not Rated
Customer profiles
10
Automated workflow
10
Internal collaboration
10
Customer health scoring
10
Customer segmentation
10
10.0
Customer health trends
10
Engagement analytics
10
Revenue forecasting
Not Rated
Dashboards
10
Not Rated
Role-based user permissions
Not Rated
9.0
API
Not Rated
Integration with Salesforce.com
9

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