#1 most frequent
United States of America
73.7%753 installations of 1,022
What is ChurnZero?
ChurnZero is a Customer Success platform designed to help subscription businesses succeed through improved customer experiences.
Categories & Use Cases
Media
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Screenshot of an overview of ChurnZero's customer success AI. It is used to automate content creation, turn scattered data into clear insights, and track customer sentiment. The tools offer deeper visibility, better engagement, and more time to focus on building lasting customer relationships.
Top Performing Features
Help desk / support tickets
The software integrates with your support desk and call center systems to track each customer’s support needs and activities.
Category average: 8.7
NPS surveys
The software facilitates the creation and execution of NPS (net promoter score) surveys, and integrates the results within each customer’s profile.
Category average: 9.3
Role-based user permissions
Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.
Category average: 8.8
Areas for Improvement
Dashboards
Users can create, customize and share dashboards, which provide an overview of the most important metrics.
Category average: 9
Revenue forecasting
Based on customer health trends, churn rates, etc., the software can predict revenue.
Category average: 8.1
Sponsor tracking
The software alerts you when a sponsor or admin user changes roles or leaves the company. The software may track this through LinkedIn integration or changes in the user record in your product.
Category average: 8.1
Who Buys & Uses ChurnZero
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
6.5%66 installations of 1,022
#3 most frequent
Canada
5.6%57 installations of 1,022
ChurnZero is Awesome
Use Cases and Deployment Scope
Manage customer relationships from a dedicated CSM perspective to a scaled digital team, and everything that is encompassed in that.
Pros
- Automation in reaction to customer accounts & product behavior
- customized personal views of what is important to each person
- Reporting and dashboards
Cons
- AI
- call recording and data from those calls
Return on Investment
- We’ve been able to allow CSMs to focus on what’s important
Usability
Alternatives Considered
Gainsight CS
Other Software Used
Salesforce Sales Cloud, Rocketlane, Absorb LMS
Customer Churn-Automated
Use Cases and Deployment Scope
My team uses ChurnZero to monitor and action against Customer Churn. It is integrated with our Software so we can see when users are in our system and what kind of features they are using/underutilizing.
I particularly use the CS AI tool to compose emails for me. Segments are created and alerts built around those.
I particularly use the CS AI tool to compose emails for me. Segments are created and alerts built around those.
Pros
- Segments/Alerts
- CS AI
- Playbook
Cons
- Email signature
- View area
Return on Investment
- Automation
- Time Savings
Other Software Used
Microsoft 365, Slack, Zendesk Support Suite, HubSpot CRM
Usability
One reliable tool for churn prevention
Use Cases and Deployment Scope
We use ChurnZero in our organization to understand the usage data across all our 3000+ customers, analyzing usage trends at individual contact and company level and also identify how we can prevent customer churn and retain customers. Our scope of use case is limited to our paid customers who enter on a minimum 1 year contract with us.
Pros
- Trends on usage data is intuitive
- Integration with CRM Salesforce is seamless
- The platform itself is very easy to understand and interpret.
Cons
- More AI-powered intel can be generated
- Licensing structure can be made a bit simpler
- Better communication on upcoming product features, roadmaps
Return on Investment
- Better customer usage visibility
- Better retention
- Higher ROI
Usability
Alternatives Considered
Freshdesk and Intercom Suite
Other Software Used
Apollo.io, Calendly, Semrush, Postal
ChurnZero is a game changer!
Use Cases and Deployment Scope
We use ChurnZero on a day by day basis! We measure our customer's health, we have created journeys and plays to automate processes and measure initial adoption and the list goes on. We have been using ChurnZero for almost 3 years and it has been a game changer!!
Pros
- Automates processes and communication for our digital accounts!
- Measures adoption of our product within the first year!
- Helps us track accounts at risk way ahead of renewals to try and get in front of churn!
Cons
- Dashboards can be a little tricky to build.
- I would love OR criteria in segments.
- I also wish that when updating field names in ChurnZero (CZ), it would sync the label name update instead of leaving the API name.
Return on Investment
- It has allowed us to get in front of churn, leading the higher GRR.
- Our NPS results have increased dramatically.
- It has given time back to the CSM's in their day, automating many tasks and emails for them.
Usability
Alternatives Considered
Gainsight CS
Superhero for Customer Success!
Use Cases and Deployment Scope
ChurnZero is vital to our organization. We use it to assist with our welcoming and onboarding for new customers, communicating promotions and events, monitoring customer health and risk, managing our NPS program, helping reps stay engaged and connected with their customers, and so much more. We have thousands of customers, all with diverse verticals, goals and use cases. We solve a wide array of business problems with our software and internally, we use a lot of different applications to help our teams manage what they do. ChurnZero is the glue to help connect the dots. It allows individuals to look into our customer base and see what's going on across many different applications, including our own. It also helps to call out what or who might need attention, and helps to make our reps even better at what they do. We have amazing teams that do so much, and giving them tools like ChurnZero helps them to stay informed and engaged with their clients. We are able to say the right things, to the right people at the right time. ChurnZero is critical to this.
Pros
- ChurnScores (Health Scores in ChurnZero) are highly customizable.
- Their NPS tools are easy to deploy and manage, keeping a finger on the pulse of the customer.
- They have a great team of individuals that make us feel take care of, and push us to learn.
- Segmentation is extremely powerful and easy to use.
- We love the Daily digest!
Cons
- Early in our time, it would have been useful to have had a consultant set up the application, but the software has grown so much since then.
- Some minor limitations in sorting on segments. (we have work arounds though).
Return on Investment
- In the first year we deployed ChurnZero, we saw our churn decrease by over 30%.
- More team members have access to customer insights that allow them to do their jobs even better.
- The company also is aware of the trends in how our customers are feeling about working with us as a partner/vendor.
Alternatives Considered
Totango and Gainsight CS
Other Software Used
Salesforce Sales Cloud, Google Sheets, SalesIntel
