ChurnZero

RATING:

4.7

(127)

About ChurnZero

ChurnZero is a cloud-based customer success management platform, which helps subscription businesses to understand their product reception among customers, predict the likelihood of subscription renewals and automate the processes of enhancing customer experience through relevant touch-points such as improvising in-app content. Key features of ChurnZero include account alerts, account management, communication management, customer engagement, lifecycle management, health score, onboarding, revenue management, usage tracking/analytics and win/loss analysis. Well-suited for small to large enterprises, it aims to deliver personalized experiences to customers across all products and services. ChurnZero integrates with Salesforce, NetSuite, Intercom, HubSpot, He...

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ChurnZero Reviews

Overall Rating

4.7

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

5

Value for money

4.5

Functionality

4.5

Most Helpful Reviews for ChurnZero

1 - 5 of 127 Reviews

User Profile

Winnie

Verified reviewer

Management Consulting, 11-50 employees

Used daily for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

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

PROS

Implementing 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!

CONS

While 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

Review Source: Capterra

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.

PROS

I 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.

CONS

There 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

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

The one thing I really like about this software is the e-mail stream that it displays for each client account.

CONS

This software feels cumbersome and is not intuitive at all. It's difficult to navigate and figure out where to click.

User Profile

Daniel

Verified reviewer

1,001-5,000 employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

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!

PROS

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.

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.

User Profile

Andrew

Verified reviewer

Internet, 11-50 employees

Used daily for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

ChurnZero 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.

CONS

Not 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