Great product for bringing more value to your customers through better management at a fair price
May 02, 2023
Great product for bringing more value to your customers through better management at a fair price
Score 10 out of 10
Vetted Review
Verified User
Software Version
Professional
Overall Satisfaction with ChurnZero
Deliver enhanced value to our customers - be able to react quickly to customer feedback and behaviour
Monitor customer usage of our product and alert if dips
Standardisation in delivery and working with customers through Journeys
Automation through playbooks allowing us to be able to move to a high touch and low touch customer model
Better understanding of what success means for our customers
Monitor customer usage of our product and alert if dips
Standardisation in delivery and working with customers through Journeys
Automation through playbooks allowing us to be able to move to a high touch and low touch customer model
Better understanding of what success means for our customers
Pros
- Journeys - standardisation of delivery to customers
- Alerting on key customer behaviour
- Plays for automation
- CRM for customer accounts and contacts
- Slackbot integration - allowing a wider audience access to customer information
Cons
- Reporting - I understand the reporting functionality is an add on, but for a smaller start up like us, better reporting would allow us to demonstrate the value more easily within Panaseer and expose the benefits of ChurnZero more easily to a wider stakeholder group across the executive LT
- Better visibility of customer health across the organisation
- Better ability to react to customer sentiment or behaviours
- Improved standardisation of experience for customers
We selected ChurnZero based on price and having the functionality we needed for right now. Gainsight had more features, but at a much higher cost and these features weren't necessarily items we needed to get ourselves up and running now.
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
ChurnZero Feature Ratings
Using ChurnZero
15 - Product, Customer Success, Technical Delivery, Sales
2 - Customer success managers
- Customer health tracking and reporting
- Automation through plays
- Ability to react through alerting
- Product usage analysis
- Low touch / high touch customer model
Evaluating ChurnZero and Competitors
- Integration with Other Systems
- Ease of Use
- Other
Price and functionality, integrations with our existing technologies.
N/A. Wouldn't change anything.
ChurnZero Implementation
- Implemented in-house
Yes - Focused on different tool integrations. i.e. SalesForce then Pendo then Zendesk.
Change management was a big part of the implementation and was well-handled - Prepare users to start using it as 'a day in the life' from the get go. Recommendations on how they should use it to be successful.
- Pendo integrations - less knowledge with the Implementation Specialist
ChurnZero Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
No, didn't know this was an option but don't believe it is needed.
The opportunity to find support through the knowledgebase, support function, your CSM and also the ChurnZero community.
Using ChurnZero
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- ChurnScore
- Plays
- Customer segmentation
- Journeys - no view functionality
- Reporting having to be done through live exports and Excel
Comments
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