ChurnZero Features

ChurnZero

Customer engagement & retention for subscription businesses

4.77/5 (103 reviews)

Competitor Feature Comparison

API
Account Alerts
Account Management
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Batch Communications
CRM
Call Center Management
Call Recording
Canned Responses
Chat/Messaging
Churn Management
Client Management
Collaboration Tools
Commenting/Notes
Communication Management
Computer Telephony Integration
Content Creation
Customer Complaint Tracking
Customer Database
Customer Engagement
Customer Experience Management
Customer Management
Customer Segmentation
Customer Service Analytics
Dashboard
Discussions / Forums
Drag & Drop
Email Distribution
Email Management
Email Marketing
Email Templates
Email Tracking
Engagement Tracking
Event Triggered Actions
Feedback Management
File Sharing
Health Score
Interaction Tracking
Issue Tracking
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multiple User Accounts
Negative Feedback Management
On-Demand Communications
Onboarding
Performance Metrics
Predictive Analytics
Quality Assurance
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Reporting & Statistics
Reporting/Analytics
Revenue Management
Routing
Rules-Based Workflow
SMS Messaging
Search/Filter
Segmentation
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Text Analysis
Third Party Integrations
Transcripts/Chat History
Usage Tracking/Analytics
Video Support
Win / Loss Analysis
Workflow Configuration
Workflow Management
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API
Account Alerts
Account Management
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Batch Communications
CRM
Call Center Management
Call Recording
Canned Responses
Chat/Messaging
Churn Management
Client Management
Collaboration Tools
Commenting/Notes
Communication Management
Computer Telephony Integration
Content Creation
Customer Complaint Tracking
Customer Database
Customer Engagement
Customer Experience Management
Customer Management
Customer Segmentation
Customer Service Analytics
Dashboard
Discussions / Forums
Drag & Drop
Email Distribution
Email Management
Email Marketing
Email Templates
Email Tracking
Engagement Tracking
Event Triggered Actions
Feedback Management
File Sharing
Health Score
Interaction Tracking
Issue Tracking
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multiple User Accounts
Negative Feedback Management
On-Demand Communications
Onboarding
Performance Metrics
Predictive Analytics
Quality Assurance
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Reporting & Statistics
Reporting/Analytics
Revenue Management
Routing
Rules-Based Workflow
SMS Messaging
Search/Filter
Segmentation
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Text Analysis
Third Party Integrations
Transcripts/Chat History
Usage Tracking/Analytics
Video Support
Win / Loss Analysis
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
API
Account Alerts
Account Management
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Batch Communications
CRM
Call Center Management
Call Recording
Canned Responses
Chat/Messaging
Churn Management
Client Management
Collaboration Tools
Commenting/Notes
Communication Management
Computer Telephony Integration
Content Creation
Customer Complaint Tracking
Customer Database
Customer Engagement
Customer Experience Management
Customer Management
Customer Segmentation
Customer Service Analytics
Dashboard
Discussions / Forums
Drag & Drop
Email Distribution
Email Management
Email Marketing
Email Templates
Email Tracking
Engagement Tracking
Event Triggered Actions
Feedback Management
File Sharing
Health Score
Interaction Tracking
Issue Tracking
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multiple User Accounts
Negative Feedback Management
On-Demand Communications
Onboarding
Performance Metrics
Predictive Analytics
Quality Assurance
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Reporting & Statistics
Reporting/Analytics
Revenue Management
Routing
Rules-Based Workflow
SMS Messaging
Search/Filter
Segmentation
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Text Analysis
Third Party Integrations
Transcripts/Chat History
Usage Tracking/Analytics
Video Support
Win / Loss Analysis
Workflow Configuration
Workflow Management
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ChurnZero Feature Reviews

25 reviewers had the following to say about ChurnZero's features:

Anonymous
(Computer Software company, 11-50 employees)
Verified Reviewer

Managing Customer Accounts is Easy with ChurnZero

2020-12-04

The reports are upfront and fully customizable.

Pros

The organization and integrations with ChurnZero make it so easy to manage all customer accounts. The marketing emails are great too.

Cons

Task Management just needs a slight tweak.

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Leilani S.

Verified Reviewer

We are fairly new to using ChurnZero but we like the flexibility of the product AND their team!

2017-10-30

Usage statistics, understand customer activities/behaviors, communicate with customers using in-app and email platforms, track renewals, etc.

Pros

We use ChurnZero to monitor usage statistics, understand customer activities/behaviors, communicate with customers using in-app and email platforms, track renewals, etc.

Cons

Many of the issues are internal issues on our end such as making sure our data is clean in Salesforce and not really knowing what would be best to monitor for the health of our customers.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer
Verified Reviewer

Good platform, some integration issues

2021-02-11

Prior we were only using Salesforce for CSM management so this platform helped a lot but there are some shortcomings.

Pros

Overall this product gives the customer success team the information they need to see.

Cons

Example- it does not integrate with custom objects, we use a custom Task/Event object for activities rather than the out of the box one and churner activities will not sync with out custom object.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

6/10
Source: GetApp
Helpful?   Yes   No
Read more
Hardin L.

Verified Reviewer

Great CS product for medium sized businesses

2019-06-04

Now we have valuable data that can be accessed easily, segmented and acted upon quickly.

Pros

Highly customizable but not too cumbersome.

Cons

Like most products in the same space the implementation was long (and still ongoing to a point). There is also a pretty steep learning curve. However, it can be intuitive once you know what you're doing.

Rating breakdown

Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer
Verified Reviewer

Churn Zero has taken us from being reactive with customers to proactive. It allows for great insight

2018-06-21

being able to easily track where my clients are at and take action before issues arise.

Pros

alerts, slack integration, being able to create your own customized journeys, being able to have cool dashboards and insight into customers usage right there at your fingertips.

Cons

I don't love the way that they do 'plays' but I've already talked to our CSM about it and they are working to improve that. There is very little to not like.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Craig P.

Great insights at the click of a button

2019-08-20

CZ has certainly given us a glimpse into our customers that we did not have before.

Pros

Shows great insights into your accounts, and you can manipulate the data to see exactly what you want.

Cons

Data is pushed in 1 day after it occurs Lack of time of day activity is occurring reporting, only total for the day.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Daniel S.

Great platform to automate & track Success

2018-07-06

We have a platform for our Success team that goes above & beyond what a traditional CRM could offer.

Pros

Extremely valuable for tech-touch clients and easy onboarding, while still remaining an excellent platform for your team to live in and monitor/track higher value clients.

Cons

Could have more custom reports with graph options, and the email editor is somewhat minimalist, but it's hard to find negatives to the product.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Todd D.

Very Easy to Use

2018-08-17

We are using a one to many customer success model and the ability to segment our customers and engage them using automated emails is amazing.

Pros

I'm a first time Customer Success Manager and have found ChurnZero very easy to use.

Cons

Sometimes it can be a bit difficult to get all the data you want into the same report.

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Pauline S.

Great CS platform

2021-07-20

CZ makes it much easier to segment clients and contacts, and to reach out to the right accounts and contacts.

Pros

Multi-currencies, Integrations with other tools we use internally (Salesforce, Wootric, Webhooks, Intercom), ability to create as many segments as needed, native NPS surveys

Cons

Custom dashboards not being included in the standard plan (we have to export the data every time outside CZ to provide the team with graphs), NPS Surveys available only in one language (sending NPS Surveys in different languages means creating different surveys which will result in having several NPSs for the same product - which is not what we want)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Michael J.

Verified Reviewer

Well supported throughout, clean, easy to use software that presents powerful account information

2018-03-05

Pros

Customer Support Ease of use Variety of data inputs Ability to track a customers journey easily Assistance with account management & ease of handovers Alerts when accounts are at a critical time

Cons

Can be overwhelming to start using Lots of prerequisite data - need to ensure your own Tech Team is supporting you at the start!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Daniel F.

Verified Reviewer

ChurnZero has changed the way I manage my clients, making it easier successfully do my job!

2017-11-13

Pros

There have been a few times I've been able to identify new users simply from the CZ dashboard or my custom alerts, which has helped me to be visible to everyone I should be engaged with.

Cons

There's not much to dislike with the service. Sometimes the ChurnScore might not be as representative of my clients' health, but that is basically subjective to each client and their own strategy & use of their platform.

Rating breakdown

Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Hospitality company, 11-50 employees)
Verified Reviewer

Churn Zero is very Helpful

2019-02-11

We use this to track the interactions between our customers and our products.

Pros

I most like the ability to get clear and concise data about our users and their interactions with our products, especially knowing where they are most often using.

Cons

I have few if any complaints for ChurnZero, other than what you'd run into with any Account Management software (setup takes too long, etc)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Katie S.

ChurnZero is critical, but not perfect

2021-07-01

Overall, I am glad we have the tool and it helps our CSM team be more efficient and recognize the needs of our customers. But it’s not perfect and has some room for growth for our team.

Pros

We use ChurnZero as our CSM software of choice to manage and nurture our customers after the sales team.

Cons

Same thing with their new more customizable dashboard, sounds great, but only for enterprise customers.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Eden I.

Game changer for our customer success department

2021-07-09

Before CZ we did not have any visibility on customer usage and we had to rely on customer reporting to understand how and if our product was being used.

Pros

ChurnZero has allowed us to create an effective, personalized and scalable onboarding process for our clients. It has given us the insight and the tools we needed to improve retention and expansion.

Cons

It's time consuming to integrate and implement, but totally worth it.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Felipe d.

Verified Reviewer

ChurnZero helps us understand our customers and automate the communications with them so we minimize

2019-06-04

Pros

Automate messages depending on usage, country, type, plan, etc. Getting a proper onboarding process in place Understand users

Cons

No proper and understandable Dashboard of Team activities Dashboards in general

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
( company, 51-200 employees)
Verified Reviewer

I have only been using ChurnZero for a short amount of time but I love it!

2017-11-21

Pros

We want our customers to be advocates of our brand and we are able to track their overall health with us through ChurnZero

Cons

Not going to give an exact answer to customer/client churn possibility.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Alex G.

Easily check the health of your customers and identify red flags.

2017-08-01

We're helping provide more customers with greater value by looking at their activity through ChurnZero before having conversations to see usage data and figure out who isn't getting the full use out of the platform and may need additional help.

Pros

Also, it has a dashboard that easily identifies which accounts are "red flags" and I should re-engage in conversation to FIGHT CHURN!

Cons

We were fortunate enough to have onsite training, but for users who don't get that experience, they might be intimidated by all of the functionality that the system has to offer.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Matt S.

Know what your customers are doing and actually reduce churn

2019-06-05

We faced a problem of having a lot of data points and a lot of customers with no way to monitor and analyze that information at scale.

Pros

Other teams are amazed when they see how quickly data can be pulled up and exported. They also provide excellent support from answering product questions to more advanced customer success strategy.

Cons

I don't really see this as a con though because any company providing this level of reporting would likely require the same effort.

Rating breakdown

Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Ghizlaine M.

A Must-Have for Customer Success

2017-08-11

Increased visibility into how and when our customers interact with our platform.

Pros

Not only can I build targeted cadences (that include email and in-app messages) based on activity, but I can quickly search for a particular user to determine how they've interacted with our platform prior to a call.

Cons

When "bugs" are reported by users, we almost always ask about the browser.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Beatriz d.

Great segmentation

2021-07-15

Even with some hiccups, I believe ChurnZero has helped us a lot to understand the best way to look at Customer Success in our company and how to better apply it with the information we have.

Pros

We use a lot of the segments to create presentation and reports to the company's manegament and higher ups.

Cons

Some segments are not that easy to do or to export, for example, when checking the responses to a survey, you can see in the survey area all the answers, when answerd, the answer itself, how many times that person answers (if the survey is recurrent) etc, and from there you can extract the segment manually.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Peter B.

A must have! This product has made a major impact on how I successfully manage my book of business.

2018-08-06

Pros

The customer activity tracking and alerts.

Cons

There is honestly nothing I dislike about this software. It provides me with everything I need to help me better manage my book of business.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Sophie B.

This is a fantastic tool to help keep clients engaged and has a great team supporting it!

2017-08-24

Easily finding and targeting quiet clients. This help to stay in front of them and get more engagement.

Pros

ChurnZero helps me manage my entire book of business in more impactful ways. I can target clients based on their application use and/or our interactions. Also, I can stay more in touch with all of my accounts and it takes much less time.

Cons

I use Outlook activities to keep track of my to-do list.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Allison V.

ChurnZero provides us with insight to customers that we normally wouldn't have.

2017-12-08

Helps us identify when a client has or hasn't adopted our product - Scoring helps us understand the health of an account - Improved customer conversations - Email campaigns are very helpful with adoption -Reporting helps us with our daily workflow and responsibilities

Pros

Helps us identify when a client has or hasn't adopted our product Scoring helps us understand the health of an account Improved customer conversations Email campaigns are very helpful with adoption Reporting helps us with our daily workflow and responsibilities

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Taylor P.

Verified Reviewer

ChurnZero has been incredibly helpful in my role! Customer success is A+ as well.

2017-10-16

Pros

I can also identify power users/laggards at each customer account, and use the Play function to proactively send automatic emails.

Cons

There are several reports/dashboards that I'd like to be able to see and can't currently.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Ray P.

Review

2018-08-08

This tool helps me prevent that by being able to log my activity and plug in tasks.

Pros

It also has cool features and tools that allow you to know engagement levels, email messages, and log activities.

Cons

Nothing really, It has more benefits than negatives

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more