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

Charlotte Jupp | TrustRadius Reviewer
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
  • 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
  • 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

Intuitive, easy to use. Also good support knowledgebase for user guides and community to ask questions.
Very swift responses, have been happy with the answers on the whole.
Speed to get up and running - got all data sources integrated within 3 months. Ability to cluster customers for reporting based on their properties and behaviours. Automation and standardisation capabilities that support growth and low/high touch customer models.

ChurnZero Feature Ratings

Product usage
9
Help desk / support tickets
9
NPS surveys
10
Sponsor tracking
10
Customer profiles
10
Automated workflow
10
Internal collaboration
7
Customer health scoring
9
Customer segmentation
9
Customer health trends
9
Engagement analytics
7
Revenue forecasting
Not Rated
Dashboards
6
Role-based user permissions
9
API
8
Integration with Salesforce.com
10

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
Really pleased with the product so far, about 5 months in.

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

Very smooth overall, and quite quick, completing within 3 months which included Christmas break!
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

ProsCons
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

ProsCons
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