All ChurnZero Reviews
1-25 of 127 Reviews
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Winnie
Verified reviewer
Management Consulting, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2017
Great CS platform for SaaS businesses
- Increased visibility on usage stats - Better understanding of which clients are high/medium/low risk of churning (good for our CS team) - Knowledge of which features of our SaaS platform are used most widely (drives more R & D and good info for our product teams) - Smoother annual renewal process (good for our sales teams) - Improved and consistent communication and setting up plays - Understanding our various segments and the activities we see among them
PROSImplementing ChurnZero has been one of the highlights of our year. It is a great feeling knowing we are proactively able to monitor client health and manage renewals appropriately. We used to track activities and usage internally but it was a much more manual process. ChurnZero's platform and sleek UX is easy to use and navigate. Reports, dashboards, and key metrics are easy to understand and digest and enable our teams to take actionable steps. In less than 6 months, we were able to not only fully implement ChurnZero but have data and analysis in time for our annual user conference in October. Our enterprise clients were thrilled with our new usage stats we were able to provide to them...definitely made us look great!
CONSWhile there are options to tailor/customize certain elements (like segmentation, churn score, etc) there is still opportunity to allow further tailoring of the site and features. For example, tailoring notifications is great but having the ability to remove tags would be beneficial. Being able to see what browser our end users are using while in our platform would also be helpful because many of our customer troubleshooting begins with us identifying whether they are using browsers that are too old or are no longer being supported. ChurnZero has been good so far at listening to us and accepting feedback and helping us with implementation. I have no doubt they have good product roadmap plans and will incorporate elements as more and more of their customers suggest improvements. ChurnZero is also a very robust system and we have it integrated not only with our SaaS platform but also with Salesforce so fully implementing everything took longer than expected (~3 months). This was mainly due to our internal resources having the time to work with the implementation team (not ChurnZero's fault) but I wish we had more of a heads up prior to rolling out.
Brendan
Computer Software, 5,001-10,000 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed July 2021
Powerful tool, great company, leaves some to be desired.
Our experience to date with the account and services teams at ChurnZero has been extremely positive. All high-energy folks who are ready and willing to help. With ChurnZero, we genuinely feel like we're able to understand the risk to our business and manage it in a consistent and scalable way.
PROSI love that I can see the health of each of the customers (and customer segments) my team is managing. This provides visibility we were lacking before we had ChurnZero. We're still getting used to the Playbooks and Journeys, but there are a lot of rich features that automate tasks we were previously managing manually. I expect that ChurnZero will save our global CSM team countless hours per month tracking activities, tasks & collecting data over the next year.
CONSThere are certain workflows that are unnecessarily painful in ChurnZero, like searching for an account. For example, if our CRM has duplicate accounts, it can be difficult to know which account to choose in the CZ search dropdown.
Reason for choosing ChurnZero
ChurnZero had the ability to manage multiple products (Client Success did not). It also felt like the right combination of enterprise features that weren't too complex or expensive (why we didn't go with Gainsight).
Christina
Marketing and Advertising, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
3
FUNCTIONALITY
3
Reviewed January 2020
Meh
Overall, I'm supposed to use this every day at work. I dislike it so much that I have to schedule time to use it weekly to do all my entries. I avoid it as much as possible.
PROSThe one thing I really like about this software is the e-mail stream that it displays for each client account.
CONSThis software feels cumbersome and is not intuitive at all. It's difficult to navigate and figure out where to click.
Daniel
Verified reviewer
1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed November 2017
ChurnZero has changed the way I manage my clients, making it easier successfully do my job!
I am constantly working with clients and scheduling calls, so ChurnZero is great for me to quickly check usage reports, recent activities, and even active contacts. 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. The trigger emails/custom alerts I mentioned are lifesavers. I've been able to promptly address potential client "fires" with the client before the client brought them up to me. This positioned me as a knowledgeable ally and resource that they can come to for assistance.
CONSThere'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.
Andrew
Verified reviewer
Internet, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2018
Great for tracking your customers progress... or lack-thereof if that's the case
It's been a positive experience. We have a lot of data and narrowing down what we want to track and where/when was key to getting this up and running better. Now that we've worked out a few of our own kinks ChurnZero is running very smoothly and allowing us to track the data we didn't have before. Putting us a step ahead of our clients instead of 2 steps behind.
PROSChurnZero has been very responsive with our request, even though they can't meet all of them we've gotten great feedback from them. It's great to have a system that tracks what our customers are doing and we're able to set up benchmarks for them to hit with reminder task and all of that fun stuff.
CONSNot much here. Only thing that I've heard a lot about is being able to CC people on the same email that are from the same company when using plays or journeys, right now it's all individual emails, so 7 people from the same company will get the same exact email but as an individual. It's a feature request and we cross our fingers for this in the future
Leilani
Verified reviewer
Computer Software, 11-50 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2017
We are fairly new to using ChurnZero but we like the flexibility of the product AND their team!
Usage statistics, understand customer activities/behaviors, communicate with customers using in-app and email platforms, track renewals, etc. (sure there are TONS more we have YET to discover). In general, we hope that ChurnZ will help with forecasting, identify & address at-risk customers, NPS and reporting
PROSWe are fairly new to using ChurnZero but I like the flexibility it has and the amount of information we can have pulled from Salesforce. Our own company believes in visibility and with ChurnZero, for both our Support and Success team, it is starting to show just how awesome of a tool it can be! We use ChurnZero to monitor usage statistics, understand customer activities/behaviors, communicate with customers using in-app and email platforms, track renewals, etc. (sure there are TONS more we have YET to discover). In general, we hope that ChurnZ will help with forecasting, identify & address at-risk customers, NPS and reporting. Not to mention how awesome Abby was with training our team.
CONSMany 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. But the more we use ChurnZ the better equipped we are at find that happy medium.
Chris
Verified reviewer
Hospitality, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2021
Exceptional Customer Service to Meet Unique Needs
The team is comprised of true professionals who seem to enjoy their job and excel at customer success.
PROSChurnzero's customer service is exceptional. Our CSM and the CX Team are quick to help understand our unique needs or issues and offer solutions.
CONSThis 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.
Ana
Verified reviewer
Logistics and Supply Chain, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2022
Sophisticated machine
Usage insights, NPS launch, Support ticket view
PROSThe integration and CS support we have gotten
CONSThe fact that you cannot @ mention colleagues and interact real time
Kim
Verified reviewer
1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2017
ChurnZero saves tons of time and shows me exactly which clients need attention to help reduce churn
With this software, I no longer have to log in to each and every account to understand individual usage. ChurnZero provides detailed information on who, what and when specific activities occur, allowing me to quickly understand how I can best help each user. What's even better, is that you don't need to be logged in to ChurnZero to know what is happening. Having email alerts for the most important events, makes it easy to react quickly and stay in front of potential issues.
CONSThere are a few more things on the wish list as far as additional alerts, but the team has been extremely receptive and just waiting on the tech to be combined with our platforms.
David
Verified reviewer
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2018
Great product and even better support!
It is helping us in our fight to reduce churn and proactively communicate with our customer base.
PROSThe piece we have enjoyed the most is the assistance we have received through our onboarding process. Our CSM has been great, giving us a full understanding of the solution's capabilities, best practices across the industry and many other tips for a successful deployment. The simplicity of integrating ChurnZero to other tools used in our business has been wonderful. Finally, the ability to segment our base in many different ways is very helpful along with the fact that we can build our own workflows, task creation and responses to live events has made our CSM team much more efficient and effective.
CONS1) When attempting to create responses to live events in our application, it would be much simpler to work with specific attributes rather than segments. This is something that was raised and work is being done to implement the ability. 2) Unable to see a log of email communications - we have resorted to including our email addresses to the BCC list on every outbound email to ensure the messages are being delivered
Eric
Information Technology and Services, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2017
Awesome Product - Always Getting Better, Too!
We're using ChurnZero to solve the challenges involved with measuring, monitoring & analyzing customer activity & actions within our application, combining it with CRM & customer/deal specific data, and then deriving meaningful information to actually act on. Building off of this, ChurnZero provides a great medium to grab a pulse of your customers on every level possible - as an aggregate, segmented by defined groups, as an individual customer, and even down to individual users. While we could certainly pull all this information ourselves, it would be inactionable, certainly more time intensive, and likely something much harder for the customer success team to digest compared to the incredible UI/UX provided by ChurnZero. By & large the best benefits have been around the time saving achieved by putting all the information about a customer at the finger tips of the customer success team & allowing them to act from there.
PROSAs the administrator/technical user, I like that they try to make everything as easy as one could to configure & set-up. From setting up the tracking code for measuring different user activities in our application, to lining up the salesforce.com integration to tie to our customer accounts from our database, the whole process is very straightforward and can be completed by running through their documentation once and just knocking it out yourself. Aside from the set-up, I'm a huge fan that they're always adding features and functionalities, while enhancing others, and it's apparent that they take customers requests into mind when building these out. Going further, I really appreciate that they never roll out anything too early or half baked - each & every feature rollout has been packed with great new enhancements that really allow you to take how you're using ChurnZero to another level.
CONSThere's nothing I can say that I outright dislike about ChurnZero, just 'wish-list' types of things that come up. On occasion, I find myself saying "damn, I wish I could also do x, y, z" when using a certain feature or function or "it would be cool if you could do a, b, c". The good news is that ChurnZero is a great SaaS company & constantly improving their product, so chances are always high that eventually I can do xyz and abc - they've been great about taking feedback over our time with them and actually building features and functions out around them.
James
Security and Investigations, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2022
Great Combination of Value and Usability
We brought on ChurnZero to perform a few different functions. 1.) Operationalize our customer journey; 2.) Deliver more targeted user outreach, and do so more efficiently; and 3.) Have a single pane to understand our customer engagement. ChurnZero has helped us reach these goals through its straight forward but powerful user interface. The user experience is superbly intuitive which has allowed our team to quickly get key functionality set up with minimal effort. We are able to consistently refine our customer journeys and the ways in which we operationalize them because of this ease of use. We have seen benefits in terms of better customer outcomes through targeted outreach or standardized support, and substantial time savings from operational efficiencies.
CONS"Like least" is harsh terminology and there isn't really anything that meets the criteria of "not liking". One thing that would have been a nice to have is more professional services to support onboarding. We are a resource limited team who needed hands-on support to get our internal data organized for ingesting into ChurnZero. Of no fault of ChurnZero, but due to our resourcing constraints this has taken some time to accomplish - an option for a more robust onboarding would have been hugely beneficial in terms of outcomes.
Reason for choosing ChurnZero
Simplicity / Price.
Asif
Computer Software, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed January 2023
Data-driven churn fighting!
Data consolidation - we used to hold much of the data in spreadsheets and other disparate systems. This meant that although we had the data, we had no way of overlaying it to see what it meant - ie the clients who were at risk of churn. This view of all the data points consolidated in the churn score algorithm is allowing us to monitor the health of our clients accurately and in a timely manner.
PROSChurn Zero has become the single source of truth for our client data and is therefore used across departments to share crucial information. This rich and customised database can be queried and filtered using the excellent Segments feature which has the power to consolidate and filter the data you have, to answer real-world business questions. The other feature I like is the Churn Scores, and the ability to have several customised algorithms of score calculations, depending on factors such as the type or size of the client. This allows for accurate client health measurement using data points such as usage, communications, and journeys.
CONSThe Journeys feature is a great concept but in reality, is not very flexible compared to a proper project management tool. I heard this is being improved but today it’s not quite there.
Richard
Marketing and Advertising, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed July 2021
Get ready! ChurnZero allows you to dig as deep as you want.
Overall, CZ has been a good experience and it is an incredibly powerful tool.
PROSOnce you get familiar with how and where to set things up, it is very user friendly. With so much in the application, the UI may initially overwhelm, but it is necessary to pack it all in. Our CSM and Support have been very responsive and helpful throughout every phase of the journey so far.
CONSThis con is also a pro... there is SO MUCH in ChurnZero, it just goes deeper and deeper. You need time to practice and plan. It is a short road to get started, but a long road to get it completely dialed in the way you want. I feel the Academy brushes over topics, but leaves a bit to figure out on your own. In addition, the Knowledge base provides basic info, but you need to dig for more complex set up. The email capabilities are a major hurdle. I have spent hours testing HTML in templates, along with the message formatting. If you are used to other customer facing email platforms this leave a lot of room for improvement.
Reason for choosing ChurnZero
Was not involved with this decision
Jenna
Public Safety, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed July 2021
Churnzero Review
I've had a positive experience working with the Churnzero team. They understand our goals and what works with our particular company needs.
PROSI like the customization and the support the team provides.
CONSNPS limitations with dates and reporting
Reason for choosing ChurnZero
Price
Katie
Real Estate, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed July 2021
ChurnZero is critical, but not perfect
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.
PROSWe use ChurnZero as our CSM software of choice to manage and nurture our customers after the sales team. One of the best features is the journeys, which act as a checklist and roadmap for how we will onboard and nurture a client when they start working with our company. We also have a renewal journey to help prepare our customers for their annual renewal period.
CONSThe product design just doesn’t happen to include the most beautiful or user friendly UX. That is probably my biggest gripe. A couple of other notes is that they are now offering custom surveys, but only on the enterprise package, which was disappointing for us. Same thing with their new more customizable dashboard, sounds great, but only for enterprise customers.
David
Computer Software, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed July 2021
Churnzero is a major asset for our team
Been very smooth and very transformational for our team
PROSsegmentation and automation through plays
CONSlack of custom dashboards without being on their premium tier. Also the lack of ability to reply with a play or template to an inbound e-mail is frustrating.
Reason for choosing ChurnZero
Best price for product fit
Edward
Information Technology and Services, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2021
Superpowers
Every day I wonder if something is possible and ChurnZero makes it easy, usually to do myself, but sometimes I need the Success team to point out the obvious to me.
PROSSimple design and architecture that treats me like an adult and gives me maximum flexibility.
CONSWe have a tricky requirement that isn't supported properly that makes us need certain workarounds.
Shona
Computer Software, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed June 2019
Easy to Customize and Incredibly Valuable
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.
CONSIt 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.
Vicki
Used weekly for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2017
ChurnZero allows me to easily target my contacts and reach out to my clients more efficiently!
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.
CONSPreviously, 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!
Levi
Information Technology and Services, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2021
ChurnZero and it's support
Once we finally got up and going with it, it has freed up our team members to push other balls forward and use our time in more efficient ways.
PROSHaving a tool dedicated to CSM's has been a game changer for us.
CONSOur company had a hard time finding the right person/team to implement this. Some guidanance in those initial setup steps would have been helpful.
Eden
Hospital & Health Care, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2021
Game changer for our customer success department
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. With CZ we can measure adoption and usage and provide intervention and support as needed.
PROSChurnZero 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.
CONSIt's time consuming to integrate and implement, but totally worth it.
Todd
Computer Software, 51-200 employees
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2018
Very Easy to Use
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. Playbook creation is very simple so if a play isn't working you can quickly update it or create a new one. Monitoring customer usage of our software from within CZ and tracking the users customer journey, milestones and achievements are great features.
PROSI'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.
CONSSometimes 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.
Ashley
Computer Software, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed July 2021
The CZ team is an extension of our team.
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.
CONSThere are so many ways to do all the things that sometimes it can be a little confusing.
Brittany
Verified reviewer
Internet, 11-50 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2018
A CSM Dream Come True!
I love ChurnZero - hands down, if you have CSM's, you need this. I would spend hours each week trying to get a pulse on my clients and their activity. Too much wasted time and not a strong guarantee on accuracy. ChurnZero has allowed me to accurately gauge my clients giving me the upper hand knowing how to be a valuable asset to my client.
PROSMy day-to-day tasks are revolved around a large client base and many touch-points to ensure they stay happy clients! ChurnZero take away the "guess work" on a clients standing with their activity, follow up tasks, appts, etc. Its the best thing I have experienced as a CSM.
CONSI think things like segments could be a little more "all in one" vs creating many individual ones so you could forecast renewals a little quicker but I think this is something we are working on to setup.