Complex implementation with plenty of support

ChurnZero is overall fairly intuitive with the proper training and onboarding experience up front for your end users. They have different sections of the product clearly labeled for direction and plenty of documentation within their Help Center that is easily accessible. They also have smaller items, which make a huge difference, such as sticky filters.

We have had a fairly positive experience with the support we have received from ChurnZero. We were assigned an implementation specialist who worked with us for longer than their typical customer journey so we could ensure a smooth roll-out of our tool given our more complex workflows/processes we needed to incorporate. We have also worked directly with the Chief Product Officer to discuss potential product suggestion who has also returned and provided periodic updates on the status. Our current CSM has been a great partner to us in working to understand our business initiatives and providing potential solutions or offering additional support as needed.

ChurnZero is a great tool for CS organizations that are still establishing their own internal processes and workflows. This could be more of a change management item for us internally, but we came in with very established and a set way of doing things which was an adjustment in the implementation but ChurnZero has worked very closely with us in offering custom work and providing alternative solutions to what we are looking to achieve.