ChurnZero Reviews

Very simple to to use when we compared it with competitors, integration to other software like SalesForce and Zendesk was smooth. ChurnZero is the 'working platform' in which our CSMs manage their daily operations, good dashboards exists to provide 360 view of your customers overall health.

I'm hoping that in the soon future they'll develop some AI capabilities that will be able to predict churn according to data analysis.

ChurnZero is very easy to use. The automation of tasks, emails, etc that make the proactive aspect of the CSM role so valuable are the most beneficial parts of the tool. Being able to segment customers and determine targets makes sifting through data a thing of the past.

I like this feature, but I think it could use some enhancements. Currently only able to add certain segments to command center for quick look. And perhaps opening up the ability to make more changes to the opp data coming from SFDC - not a deal breaker, but would love to be able to live in just ChurnZero for all updates.

Overall this product gives the customer success team the information they need to see. It is simple for them to see aggregate NPS Score, Revenue, etc of all their accounts.

The integration with Salesforce is not designed well- its pretty basic, if you have a more complicated SF setup it may not integrate well. 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.

Churnzero's customer service is exceptional. Our CSM and the CX Team are quick to help understand our unique needs or issues and offer solutions.

This is a robust piece of software. It takes time and effort to fully understand how to best utilize Churnzero for maximum effect. If you choose to only use 25% of the available features, you'll still be much further ahead of your competitor who is not using anything to manage engagement and adoption.

Highly customizable but not too cumbersome. Support on the ChurnZero side has been great. They are quick to respond and provide valuable insight with each interaction

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.

The integration and CS support we have gotten

The fact that you cannot @ mention colleagues and interact real time

I like how you can send out a combination of email cadences (plays) but also tie in internal tasks for yourself, update account details, etc.

contact management between salesforce and churnzero is difficult to manage. If there's a duplicate contact created, you have to contact support to have them delete it for you.

ChurnZero is a customer success software for SaaS that lets them reduce churn rate by employing techniques like segmentation, health scores, NPS, and automation. I have used multiple tools to deal with churn and burn for SaaS companies and apps. ChurnZero is one of the best among them all primarily due to its ability to anticipate churn based on multiple factors which lets you take precautionary steps to reduce churn.

The tool needs to fix bugs. It needs to add new features.

We integrated our product in with ChurnZero so that we could track how our customers are using our product and what features they like and what features are not getting use as much. I love that we were to complete customize what data from our product gets pushed to ChrunZero. At every step of the integration we worked with our ChurnZero account representative and she was so helpful and very tentative to our needs and questions.

The integration has taken longer than we expected it to take, and are still working on some minor kinks.

The product is flexible enough for our diverse customer base. Some need high touch and others we want to automate. We have that choice and flexibility with ChurnZero. Their implementation team is very good and has put in the time to make sure we are seeing results.

We were a little aggressive setting up a ton of events from the start so implementation has been intense although its completely self imposed. I would suggest starting off with just the events and properties that are must haves and add the nice to haves later.

ChurnZero has an extreme emphasis on the user experience of the Customer Success Manager. This is absolutely vital. Every second one of our team spends wasting thought on "Why isn't the system working" or frustratedly struggling with some unintuitive menu is one not spent tending their book of customers. ChurnZero comes at customer success from the right angle - when customer success managers are happy and equipped, they succeed.

The software isn't great at handling a multi-tenant or multi-product subscription-based SaaS product like ours. We're going to have to do some major restructuring to our account structure for the ChurnZero event tracking to actually get usable data. This is because at the time of writing journeys and events are tied to accounts rather than subscriptions or sites, which is a level of abstraction the system is not set up for. This structure is fine for single-site customers, but when a customer can have multiple products and subscriptions on their account, it gets clunky and mixed up fast.

ChurnZero revolutionized the way we communicate with our customers. 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. The cadence feature, known as Playbooks, is KEY to engaging with customers in a scalable fashion. I can build Plays...

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Honestly, I can't think of anything. It'd be great if we could see which browser a user is on when interacting with our tool - this is key for us as we don't support particular browsers. When "bugs" are reported by users, we almost always ask about the browser. It'd be awesome to know this during troubleshooting but also to build a Play around this to remind folks to use a compatible browser. I'm fairly certain this is on ChurnZero's roadmap though.

Simple set-up, easy to use, great customer support. The product easily interfaced to our CRM and customer cloud-based SaaS platform and provides real-time insight to client usage and behavior. It is an awesome tool to segment your client base into manageable areas and to target each segment with automated campaigns to address concerns or give shout outs. Great at NPS surveys and allows quick replies to comments/scores. Over-all highly recommend to improve retention and reduce churn.

Ability to predict client churn is based on criteria chosen by company then red, yellow, green colors indicate those groups most likely to churn. In our case, criteria is difficult to determine and we change choices based on input from sales, support, etc. Not easy to see if our choices are the best determination in churn prediction however that is on us. ChurnZero does not automatically calculate churn percentages of clients by day, week, month, etc. exporting to data to spreadsheets still required.

ChurnZero is super easy to use, which makes for an easy rollout process internally. The application has allowed my team to be more proactive and even better, more timely in their proactive outreach. At the end of the day, ChurnZero has definitely helped us to reduce churn, and drive customer retention and engagement.

One thing I would love is to have access (even extended trial access) to some of the enterprise features.

Consistent theme throughout the product makes it easy to figure out. Shows great insights into your accounts, and you can manipulate the data to see exactly what you want.

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

Tool provides the great insight! This tool is like having a cheat sheet on how our clients engage with our software. Most clients have a million tasks they have to deal with, instead of trying to gauge client use through asking, this provides tangible and reportable data on client usage.

Still waiting on in app messaging. I know this already on the roadmap, and available for a lot of other users, I am really just anxious to go live company wide over here.

Creating segments and tasks are super easy and makes the day to day data easy to access. NPS can be set up very quickly and is very efficient in staying ahead of any upset clients, as well as getting reviews from happy clients.

Initial setup will take some time to fully understand all of the features and how to set them up correctly

ChurnZero is incredibly customizable. Any point of information you need about your clients you can pinpoint with ChurnZero and create entire workflows to ensure the flow of communication. Their customer support and customer success team are incredible and are very dedicated to helping your needs.

It takes a bit of time to get used to the software and understand how everything flows together. Off boarding and on boarding new CSMs can be a bit of a process as well.

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

Task Management just needs a slight tweak. Right now it's tough to quickly jot down notes on accounts without having to navigate through a few check boxes to get it added. This is what I need to fully switch over to using it for all task management.

This tool has made it SO easy for me to communicate with my clients in the right way at the right time. The segmentation tool helps tremendously with targeting my clients based on certain engagements or account attributes. The best thing about ChurnZero is how much time it has saved me in reaching out to my clients. With a book of about 260 accounts, it has been a lifesaver for me in terms of sending out important information, getting out in front of customers who need it, and most importantly - uncovering upsell opportunities. The dashboard is also extremely beneficial for me to look at my accounts who are at risk.

Previously, I felt the segmentation tool could use some work, but the team over at ChurnZero took our feedback and updated it and they are much easier to create now. The only suggestion I have is that a chat functionality could be a cool add on sometime down the road!

I use ChurnZero almost every day to create reports for our customers. It is also helpful to send Plays to customers to remind them about cool new features and upcoming events.

I think the help center could use some work. The home page is a little overwhelming and it would be nice to have an updated help center or how-to's that I can browse when I have a question about the platform.

The features that are most impactful are the custom dashboards. Being able to pull together all our customers data in a visual medium has been useful from the board room to our CSM 1:1s.

There are so many ways to do all the things that sometimes it can be a little confusing.

I'm a first time Customer Success Manager and have found ChurnZero very easy to use. This is especially impressive since I started my CSM role while ChurnZero was still in the implementation phase at our company. The support team has been really great too.

Sometimes it can be a bit difficult to get all the data you want into the same report. I'd attribute 80% of this issue to my newness with the system. As I understand it a new reporting module will be launched soon so I anticipate this will be a non-issue soon.

I really like the ability to tell when/if/how often my clients are using our software. It definitely helps me tailor my sales pitch based on what they're currently using, and how I think we can expand our offering.

It's a little tough to learn how to use the segments for reporting, but once you understand how it works, it's really impactful.

It's a one-stop shop when it comes to meeting with my clients. After every meeting I log notes, compose a follow-up message, and set tasks for myself.

The formatting when it comes to writing emails is off. It could really use a plug in with word or something.