Item: ChurnZero
Rating: 9
Author: Andrew Mooney

Use Cases and Deployment Scope

ChurnZero is our core customer communication platform and it's responsible for all current client health scores. Our Customer Success Management team spends most of their time in the platform, reviewing NPS and CSAT scores so that we can quickly provide support to customers whenever the need arises. We use ChurnZero for all NPS surveys, CSAT responses as well as plays to automate our dataflow and support alerts.

Pros and Cons

Plays
Health Score Customization
Large number of features but more user friendly than its competition

Professional Edition does not include decision trees in plays
Pushing data to Salesforce from ChurnZero costs extra

Return on Investment

ChurnZero has transformed our NPS strategy, helping us get in front of unhappy customers faster
ChurnZero has reduced confusion and data cleanliness issues across our CS org
Their customer support has helped us implement and get up and running with Churnzero in excellent time.

Alternatives Considered

Gainsight CS and Gainsight PX

While Gainsight CS and PX are owned by the same parent company, they couldn't be more different on a fundamental level. PX is a nuts and bolts usage data platform which reports on many of the same datapoints as ChurnZero, but beyond that, PX has very little in terms of team communication and timeline management. Gainsight CS on the other hand, is a juggernaut of a tool. It's massively complex and took me months to get up and running with the important data we needed. ChurnZero has more features than either tool and is far more user friendly.

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?

I wasn't involved with the implementation phase

Would you buy ChurnZero again?

Yes

Other Software Used

Outreach, Mediafly Intelligence360, Gong

Usability

ChurnZero is the most user friendly customer management software I've ever used. It has enough features to make it powerful, but the menus are easy to navigate and administration with the tool is much simpler than the competition. Overall, it's a platform that's easy for admins and has enough tutorials to get most end-users up to speed without too much training.

Support Rating

I have used ChurnZero at two different organizations now and I have had the same customer support experience both times. We scheduled regular meetings on a biweekly basis where we covered any and all challenges I've had with the system. During those sessions, our CSM in both instances would take time to walk me through the process, give me tips and tricks to help with my efficiency, and guide me through some of the more finnicky aspects of the software. Excellent support!

Likelihood to Recommend

ChurnZero is a great tool for those looking for something more usable and less expensive than some of the other major competitors in the marketplace. It allows you to deeply customize your customer experience, from NPS to CSAT scores, while also allowing for journeys to help guide your customers on how to best use your product. For smaller SaaS organizations, ChurnZero is the perfect balance between cost and customizability. And, as a company dedicated to keeping your customers happy, they have an exceptional customer success to help guide you through the process every step. A great product, and a great team.

A fantastic all-around Customer Engagement Platform with great value for its cost

Software Version

Overall Satisfaction with ChurnZero