I couldn't do my job without ChurnZero!
September 29, 2023

I couldn't do my job without ChurnZero!

Eden Ivie | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with ChurnZero

We use ChurnZero to manage every phase of client success, from onboarding through implementation and ongoing support. ChurnZero allows us to automate our processes while maintaining a personal and high touch experience for our clients. With ChurnZero we can accurately monitor client progress through onboarding and identify successful implementation. Customer health scores allow us to proactively address customer needs before they become major issues.

Pros

  • ChurnZero has excellent customer success! They worked very hard to ensure a successful implementation and launch.
  • The CZ platform gives a detailed view of customer usage. We know exactly how clients are using our platform which allows us to provide excellent customer success services. This allows helps our product team understand the needs of clients and the success of new features.
  • We are able to create plays based on usage which provides a customized and personal experience for each user. CZ makes it possible to give our clients what they need when they need it.

Cons

  • Implementation is a serious time commitment. It was a lot of work, but totally worth it.
  • Segmentation can be complicated (this is a pro and a con). Everything is customizable, but building segments can be tedious.
  • Minor annoyances in software navigation have been improved greatly over the last few months!
  • Our engagement has increased dramatically since implementing CZ
  • Churn rates have dropped and we know immediately if a customer has successfully adopted our product
We've used several products such as HubSpot, Asana, and Chameleon. ChurnZero gave us all of the features we were looking for including product usage, health scores, automations, journeys, in app walk-throughs and in app announcements. We were able to replace several platforms with ChurnZero and ended up with more functionality.

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

Once ChurnZero is set up, it is easy to navigate and accomplish tasks within the software. From the dashboard, CSM's cab view upcoming tasks, emails to review and send, and accounts that might be in trouble. Managers and executives can monitor CSM's progress and overdue tasks as well as product and feature usage.
ChurnZero's technical support is fantastic, they have always been quick to respond and have always been able to resolve my issues.
If your platform does not have built in reporting or visibility on usage, ChurnZero is a must! It will provide all of the tools needed to support your customers and reduce churn. Automated onboarding and check in emails make life easy for CSM's and give them a clear picture of where every client is in their onboading journey.

ChurnZero Feature Ratings

9.0
Product usage
10
Help desk / support tickets
8
9.8
NPS surveys
10
Customer profiles
9
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
10.0
Role-based user permissions
10
10.0
API
10
Integration with Salesforce.com
Not Rated

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