ChurnZero Reviews & Insights

Score9.6 out of 10

311 Reviews and Ratings

Community insights

TrustRadius Insights for ChurnZero are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Highly Customizable ChurnScores: Users have found ChurnZero's ChurnScores to be highly customizable, allowing for personalized evaluations of customer health based on various factors. The flexibility in tailoring these scores has been particularly appreciated by users.

Ease of Deployment and Management: Reviewers appreciate the simplicity of deploying and managing NPS tools within ChurnZero, which facilitates a quick assessment of customer satisfaction. This streamlined process has enhanced user experience significantly.

Efficient Segmentation Capabilities: Customers value the ease and power of segmentation within ChurnZero, noting its benefits for crafting targeted customer communication strategies. Additionally, users highlighted the Daily Digest feature for delivering consolidated and pertinent information efficiently, enhancing their daily workflow.

ChurnZero Reviews

66 Reviews

Small Businesses (1-50 employees)

Fantastic product, fantastic support!

Rating: 10 out of 10

Incentivized

September 30, 2023

Use Cases and Deployment Scope

We use ChurnZero to automate and eliminate time-consuming manual email tasks, for providing onboarding resources to new customers, get information from customers at renewal, for project management on professional services, general account management and tracking, and more. We have a small customer success team, so time is very valuable. ChurnZero has helped us get back so much time, so we can focus on taking care of customers.

Pros

Automated onboarding and check ins with a personal touch. The emails come from their CSM, but their CSM doesn't have to manually send them.
ChurnZero alerts our CSMs when key things come up with our customers so we can act on them quickly
Flexible segmentation of customers allows for endless opportunities to target specific segments of customers with specific communications
Health scoring allows us to keep a pulse on the health of our customers and notify us when something is off.
Customer service is second to none! Fantastic support, implementation and ongoing account management

Cons

The UI can be a bit clunky in some areas. They are regularly releasing new features and enhancements to the product that are slowly making things more smooth and streamlined

Likelihood to Recommend

If your CS team is bogged down with manual tasks and emails, ChurnZero is fantastic. We reduced manual email check-in tasks by 75% in the first year. Its been quite remarkable. If you are looking for a great way to track the health of your customers or your book of business, ChurnZeros the way to go.

Verified User

Manager in Customer Service (Computer Software company, 11-50 employees)

Vetted Review

1 year of experience

Robust Platform

Rating: 9 out of 10

Incentivized

September 29, 2023

Use Cases and Deployment Scope

We utilize ChurnZero to have a better understanding of our clients. We are better able to manage our customer relationships and streamline our communication in order to deliver the right message, at the right time, and through the right channel. We have a better view of when our clients are at a high risk of churning and we've built specific workflows to trigger off that risk.

Pros

Giving us an accurate understand of product usage by our clients
Ability to be proactive with our clients based on their engagement
Better communicate with our clients at the right time

Cons

The system is so robust that sometimes it can be hard to navigate or find the information I am looking for
The "academy" is less helpful than I hoped, I find better / more accurate answers when I reach out to our CSM directly
The support team is generally responsive but can sometimes be slow or fall off

Likelihood to Recommend

ChurnZero is a robust and thorough platform that is well suited for B2B SaaS companies. It truly gives you a better insight to your clients, increases efficiencies for your Customer Success team, and allows your organization to be proactive with your customers. Companies who aren't the typical "SaaS" product may find that some of the features aren't incredibly relevant (though I think that would be the case with any CS software) and their academy can be difficult to navigate at times. Overall, they have a wonderful and supportive team of Customer Success Managers who are invested in the success of their clients and it shows.

Cydney Boel

Senior Director of Customer Success at Apex Leaders (Financial Services, 11-50 employees)

Vetted Review

3 years of experience

ChurnZero Delivers Results!

Rating: 10 out of 10

Incentivized

September 29, 2023

Use Cases and Deployment Scope

We use ChurnZero for our day-to-day Customer Success activities. We were looking for a tool to automate and streamline our activities. We did a through assessment and compared ChurZero to many other tools and found that they're aren't any that have the capabilities that ChurnZero offers.

Pros

Custom Dashboards
Plays
Churn scores

Cons

The ability to see outgoing emails with Gmail
The ability to bring attachments into ChurnZero from SalesForce

Likelihood to Recommend

The automation and ability to streamline our tasks have increased the number of accounts one representative can manage.

Verified User

Manager in Customer Service (Computer Software company, 11-50 employees)

Vetted Review

1 year of experience

Great if you know the ins and outs

Rating: 8 out of 10

Incentivized

September 29, 2023

Use Cases and Deployment Scope

I use ChurnZero for client management, onboarding management, tasks, reduced churn, churn analysis, and many other items. Additionally, the utilization of alerts makes it quick and easy to be updated with key information about all of my enterprise and non enterprise accounts.

Pros

Support
Onboarding practices
Account monitoring

Cons

Churn scores are tough to nail down
You really have to be a pro and know the ins and outs of each feature to get full usage
Code

Likelihood to Recommend

Clean data and good development team is needed to get full use of Churn Zero. If a company is not comfortable with their CRM data, they should wait to implement churn zero

Ryan McCallister

Director of Customer Success in Customer Service at dbaPlatform (Computer Software, 11-50 employees)

Vetted Review

1 year of experience

I couldn't do my job without ChurnZero!

Rating: 10 out of 10

Incentivized

September 29, 2023

Use Cases and Deployment Scope

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!

Likelihood to Recommend

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.

Eden Ivie

Director of Client Success in Customer Service at MouthWatch (Health, Wellness and Fitness, 11-50 employees)

Vetted Review

2 years of experience

ChurnZero is awesome

Rating: 10 out of 10

Incentivized

June 20, 2023

Use Cases and Deployment Scope

We use ChurnZero to manage our renewal pipeline and monitor churn score changes, It is fantastic for this. I also use the tasks and call notes to filter through to salesforce to prevent multiple tasks. The segments and the plays also come un super handy - basically we use most of the functionality and I love it!

Pros

User Friendly
Intuitive
Creativity

Cons

creating segments
creating plays could be slightly easier
details behind parameters into the churn score

Likelihood to Recommend

When you have a book of clients who you need to monitor and prioritise, Churn Zero is the one. They really allow in an depth segmentation and customised approach which gives a perfect opportunity to be strategic in my role. Given we usually work with a large book of clients, this is invaluable to cut out the noise and spend time where it is needed. The plays then mean I can automate a lot of the manual outreach which comes with a customer account manager role - its just a game changer

Alex Price

Client Success Manager in Customer Service at WatchMyCompetitor (Market Research, 11-50 employees)

Vetted Review

1 year of experience

View profile

ChurnZero is a gamechanger for segmenting customer interactions in the EdTech space!

Rating: 10 out of 10

Incentivized

May 29, 2023

Use Cases and Deployment Scope

With our EdTech company, we have lots of different users. From teachers to principals to district administrators, with ChurnZero we are able to segment our communications to create meaningful interactions for our customers! This saves us a ton of time and has increased our interactions with customers.

Pros

ChurnZero's segments are a game changer for sending out meaningful customer interactions.
ChurnZero provide exceptional customer success support for customer success teams!
ChurnZero's platform allows for an incredible amount of customization in the health score tracking, customer journeys, and account information.

Cons

Some of ChurnZero's features don't directly align with education / EdTech customer lifecycles, however our CSM has been incredibly helpful in finding alternative solutions with the product to support us.
The navigation and viewing abilities can be challenging. For example the timeline for accounts and contacts is small and hard to see. However, all of the information is available, which is great.
Customer surveys are not customizable at all purchasing levels.

Likelihood to Recommend

ChurnZero is perfect for companies looking to segment accounts and contacts for meaningful and intentional interactions and insights. As an EdTech company with schools and districts as our customers, we needed to segment accounts based on program type, and contacts based on their role. The segments allow us to do this and individually track account and contact progress, then make decisions and outreach based on our insights for each segment.

Blair Husted

Senior Customer Success Associate in Customer Service at Life is Tech, USA (Education Management, 11-50 employees)

Vetted Review

1 year of experience

Good system that helps you do more with your customers

Rating: 9 out of 10

Incentivized

March 27, 2023

Use Cases and Deployment Scope

Using ChurnZero to manage customers on scale. Saves time, and you can efficiently manage lots of customers at once via tasks, journeys & plays.

Pros

Task automation
Segmenting - Filter which customers want to focus on based on criteria
Build out automated journeys, based on the rules you set

Cons

Timeline of events would make it easier to review all interactions with a customer (this is being developed by CZ currently, so they are listening to feedback!!)
True reporting - Segments allows you to filter down and focus on select customers but it isn't a full reporting functionality

Likelihood to Recommend

For managing customers on scale ChurnZero is a really good tool. The majority of people have used a CRM, but using a system like ChurnZero alongside a CRM allows you to take the customer experience to the next level. I can touch more customers with the same amount of effort as traditional methods.

Verified User

Account Manager in Sales (Information Technology & Services company, 11-50 employees)

Vetted Review

1 year of experience

Overall best Customer Management / Growth software

Rating: 10 out of 10

Incentivized

March 4, 2023

Use Cases and Deployment Scope

I use ChurnZero to organize any past communication, as well as any future outreach, activity usage, & customer growth/retention. With ChurnZero, I'm able to organize my customers and make sure all customers are seen, no matter the work load.

Pros

Usage Report
Custom Fields
Segments
ChurnScores

Cons

Generating a more accurate churn scores from usage with other platforms
Having Gmail messages automatically save on logged activities
A more dynamic experience

Likelihood to Recommend

We are many customer success managers at the moment. ChurnZero is helpful to see and assist ALL customers, assigned to me or not. This is helpful as we can always pick up right were they left off for pending tickets, training, issues with the last point of contact.

Verified User

Employee in Customer Service (Computer Software company, 11-50 employees)

Vetted Review

1 year of experience

Has potential but needs some improvements

Rating: 1 out of 10

Incentivized

December 22, 2022

Use Cases and Deployment Scope

We are working to get ChurnZero setup to help us with all aspects of client retention, including onboarding, mid contract monitoring, and renewals. Our client are marketers who run multi channel marketing campaigns and there is quite a bit of client training that goes into the onboarding process. We want ChurnZero to help us track the progress during this phase. We also want to monitor usage post onboarding to make sure that the client gets value from our solution. We would like ChurnZero to help us identify those clients at risk, way before we get to the renewal phase.

Pros

Tracks upcoming renewals
Segments customers based on flexible critera
Provides a process to guide clients through a journey

Cons

Getting information out to the key stake holders in the company in the form of reporting
Needs to be easier to setup and configure
Dashboards are not very flexible

Likelihood to Recommend

We have been working to get setup for almost a year now and really haven't had much success. The areas we have trouble in are in getting accurate views of ALL of our clients activities, and then being able to alert the right people at the right time when something important is happending with a client. Right now the alerts and reporting is fairly generic so we are not happen with the information we are getting out.

Craig Hath

Client Success at MindFire, Inc. (Marketing & Advertising, 11-50 employees)

Vetted Review

1 year of experience

View profile

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