ChurnZero

Vorteile

The CZ team and culture are easily two of the most important factors in why we chose ChurnZero. They're tremendously responsive, incredibly supportive, and understand the CS is a growing field and no one has all the right answers all the time.
Our team has been able to adopt and onboard the CZ platform with ease and without an administrator being dedicated to its setup. The ease of configuration, implementation, and integrations were key to being successful immediately.
Big shoutout to [SENSITIVE CONTENT] - our Success and Implementation team. The support we've gotten has been next-level, and I owe a huge amount of our success with the system to the CZ team proactively knowing what we'd need and leaning in to assist.

Nachteile

The UI can be clunky. I really hate the slide out drawer nav ... but there really aren't any details of the system where there are complete misses.

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Vorteile

The team that supported our onboarding and success has been absolutely next level. Through the entire sales/post sales process, our organization has felt like a priority, and the CZ team has seamlessly handled every curveball we've thrown.

For the last 2 years, our org has operated without a CS platform, so bringing ChurnZero in to the fold has been an immediate game changer for our CS org. The ease of use for CSMs, the increased visibility into tasks, responsibilities, and journeys/plays has made our team more efficient than ever. As we continue to develop our use cases and build out the platform, we continue to be impressed with the capabilities to support our needs.

We're still early in our lifecycle with ChurnZero, but have been blown away. As we continue to dig in, we know there's a lot to do, but we're excited at what the platform has unlocked for us already!

Nachteile

The only downside is the inability for an admin to delete custom fields that they created on their own (requires a support ticket). I understand the purpose, but as someone who builds first and thinks later, this leads to a bit of a slow down when I need to go back and clean things up. On that note, the support team has been incredibly responsive and supportive.

Second "negative" is the lack of flexibility with the default "dashboard" the command center. Our CSMs/segment leaders would love the ability to create/define/build their own weekly views, but we've been able to make do with the default command center and some custom dashboards.

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Vorteile

Journeys and Plays both have some great elements to them.
Journeys for tracking the path of an account through their experiences.
Plays for automation or processes.

Nachteile

During the sales process they told us their integrations worked a certain way and they had certain functionality that they later told us did not work when we tried to get it up and running during the onboarding process. Unfortunately, this occurred quite a few times with little to no recourse. It is very clear that their team is ok with stretching the truth or not giving the full answer in order to close a sale. If they had been honest with the functionality the whole time it would have been easier to adapt but unfortunately, they kept changing their story causing us to lose time and money in continually changing our processes to suboptimal methods as they revealed the product did not work as expected.

Particular pain points:
- Emails can be sent from ChurnZero but only with one recipient.
- Despite claiming to have a Segment integration, it is not a full integration and is intended for only events. They can set it up to accept attributes but it can be very glitchy.
- The HubSpot integration is only "bi-directional" for some attributes and not others. This is not outlined anywhere.
- The HubSpot sync only syncs tasks, there is no sync for emails or notes.
- The Custom Table interface (where integrations sync to) is really badly formatted making it difficult to read.
- The HelpScout sync only shows a small preview and formats badly to where the small preview takes up the whole page making it difficult to easily see past conversations.
- If a Play is created for an account it creates it for every single contact on the account even if it's just creating a single task for the account
- The UI is a little glitchy in places formatting weirdly
- There's no way to add your own attributes or upload csvs, all this needs to be done by sending the information to their team.
- There is no way to customize how many accounts appear in their lists (known as Segments) meaning only 10 accounts can be viewed at a time (a big pain points for CSMs skimming their account list).

I'm sure there's many other nuiances we still have yet to discover. We were really excited for this tool and the possibilities but unfortunately it has been a lot of let-downs in the functionality.

Vorteile

ChurnZero gives you visibility on every customer who interacts with your organization. It is an incredibly robust tool that is limited only by the data that you send to it! If you spend the time to get to know all of the ways that you can leverage CZ you'll never look back. It has completely changed the way that we are able to interact with and empower our customers. The greatest Pro is the people though - the support team is the most responsive I've dealt with (I'm talking replies within MINUTES sometimes) and the Customer Success Managers are the best in the world. They have fantastic webinars and weekly content so it's just the beginning of your best practice adventure.

Nachteile

I'll admit it was tricky to set up. But any system like this will be! That's the nature of robust systems - you need development work and a clear picture on where you are going. But you'll get an implementation specialist who will guide you through every step and (provided you have developer availability!) you can get through it easily. The only other Con I have is that the Email Tool can't be used for Email Marketing - it's great for one-on-one messages but you can't create big colourful branded emails in it. It's just not robust enough. Instead, I create these in Hubspot and port over the HTML code which is a great workaround but very time consuming. But CZ put out so many massive enhancements and new features I have absolute faith that they'll work on this one day and I'm happy to wait until then (that's saying something!)

Vorteile

The best thing about ChurnZero's software is the responsiveness of their team and their reflective approach to product development. Their CS team is best in class, and their product is constantly updating to reflect requests from customers. Integrations are a breeze with them, which helps us remain flexible as we need new data in ChurnZero from various sources.

Nachteile

There are times where the UX is confusing to me, but once I figure out how to find something, its very easy to use.

Vorteile

ChurnZero integrations allow us to pull all of our customer data into one place and then action on key insights in a truly meaningful way. This not only helps us to perform better as a CS org, but allows are customers to achieve better results.

Nachteile

Native dashboards leave a little something to be desired. Upgrading to Enterprise Edition would solve that problem.

Vorteile

Multi-currencies, Integrations with other tools we use internally (Salesforce, Wootric, Webhooks, Intercom), ability to create as many segments as needed, native NPS surveys

Nachteile

Custom dashboards not being included in the standard plan (we have to export the data every time outside CZ to provide the team with graphs), NPS Surveys available only in one language (sending NPS Surveys in different languages means creating different surveys which will result in having several NPSs for the same product - which is not what we want)

Vorteile

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.

Nachteile

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.

Vorteile

I love that I can create plays for my customers depending on where they're at in their onboarding journey. It really takes the weight off of my shoulders trying to manually create & send emails to clients. I also love the journey reports, as it's an easy way to see how many accounts are active, and which are on track, behind or stuck.

Nachteile

I think overall I've only had positives with churnzero. I only use a few sections of the program, so my scope is limited, but the areas I have used have been fantastic.

Vorteile

Comes with a dedicated CSM!
Easy integrations for the ones available out of the box
Less intense of a learning curve

Nachteile

We use Google BQ for our general product usage data and building out an API to pull this data weekly requires a lot of hours to develop on our end. This is really the only negative I have.

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Vorteile

Ease if use, customization of the product through segment and dashboards. You can tailor it to do what works for you.

Nachteile

It has a steep learning curve, if you want to maximise it.

Vorteile

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.

Nachteile

"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.

Vorteile

ChurnZero revolutionized the way we communicate with our customers. Not only can I build targeted cadences (that include email and in-app messages) based on activity, but I can quickly search for a particular user to determine how they've interacted with our platform prior to a call. The cadence feature, known as Playbooks, is KEY to engaging with customers in a scalable fashion. I can build Plays based on activity or in-activity - meaning if a customer has not logged into our platform in the last week, they'll automatically receive a personalized message from me prompting them to do so and asking why they haven't. I've received hundreds of responses from customers telling me WHY they do / don't use specific features. I can also use Plays to specify what segments of customers see within their "Success Panel" - this is a key feature when announcing our own product releases, upcoming events, or special announcements. I always check a specific person's usage prior to hoping on a call with them - it gives me leverage in understanding their activity within our platform without having to guess or ask them. I can also keep customers accountable when they have "homework" between trainings. All in all - GREAT tool with an amazing team. I cannot say enough nice things about Abby, the VP of Product who meets with my team biweekly to discuss best practices. We're in great hands with ChurnZero.

Nachteile

Honestly, I can't think of anything. It'd be great if we could see which browser a user is on when interacting with our tool - this is key for us as we don't support particular browsers. When "bugs" are reported by users, we almost always ask about the browser. It'd be awesome to know this during troubleshooting but also to build a Play around this to remind folks to use a compatible browser. I'm fairly certain this is on ChurnZero's roadmap though.

Vorteile

Import function is extremely easy, the segments are great and can be customized easily.

Nachteile

The hierarchy model lack features we need. You can indicate a parent/child relationship but there is not option to make a change across the entire organization. For example, when changing account owners you must reassign each child account in addition to the parent. The second item is you cannot customize dashboards in the professional version. The enterprise version is double the cost.

Vorteile

I like how you can send out a combination of email cadences (plays) but also tie in internal tasks for yourself, update account details, etc.

Nachteile

contact management between salesforce and churnzero is difficult to manage. If there's a duplicate contact created, you have to contact support to have them delete it for you.

Vorteile

An extremely intuitive piece of software, that allows your business to switch from reactive to proactive CS management.

Nachteile

Reporting ability, in base level, but even that has a work around, so struggling to find anything if I’m honest.

Vorteile

ChurnZero is super easy to use, which makes for an easy rollout process internally. The application has allowed my team to be more proactive and even better, more timely in their proactive outreach. At the end of the day, ChurnZero has definitely helped us to reduce churn, and drive customer retention and engagement.

Nachteile

One thing I would love is to have access (even extended trial access) to some of the enterprise features.

Vorteile

We're still relatively early in our ChurnZero implementation, but the two things we love so far are being able to track what our users are doing in our platform (which is critical for everyone in the company, not just customer experience) and being able to communicate with them while they're in the product.

The in-app announcements have already proven extremely in better engaging our customers with product updates and marketing announcements. Now that we're tracking feature usage, we can now begin promoting and educating our users on our stickiest features that reduce the likelihood of churn.

I can also say that the customer support and training are the best I've come across. The CZ team is extremely responsive and flexible. We were quite particular during our implementation process and they were able to accommodate just about every request. Our team gains something valuable on every call we have with them. They understand the nuances and pressures of SaaS support team and cater to that.

Nachteile

The platform is VERY robust (obviously not a bad thing), but with that comes a little bit of a learning curve. It takes a few sessions to cover everything in the platform, and I think there could be more self-service materials to help with that. Generally speaking though, we haven't much that we don't like.

Vorteile

ChurnZero is a customer success software for SaaS that lets them reduce churn rate by employing techniques like segmentation, health scores, NPS, and automation. I have used multiple tools to deal with churn and burn for SaaS companies and apps. ChurnZero is one of the best among them all primarily due to its ability to anticipate churn based on multiple factors which lets you take precautionary steps to reduce churn.

Nachteile

The tool needs to fix bugs. It needs to add new features.

Vorteile

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.

Nachteile

There are so many ways to do all the things that sometimes it can be a little confusing.

Vorteile

We are currently using ChurnZero for our onboarding program, and it has automated all tasks and communication needed for onboarding our customers. It reduces a lot of manual time that would otherwise be required of the Onboarding Manager to complete.

Nachteile

It's not the most intuitive - we rely heavily on our CSM and Support team for any and all questions. They're lifesavers!!

Vorteile

ChurnZero is very intuitive and easy to use. It does all the hard work of organizing my clients and tasks so I just have to log in and know exactly what to do .

Nachteile

Getting everything configured in the beginning was very difficult. Our product is very complex so it took us a while to set everything up initially. Once that hard work was done, it's been great!

Vorteile

Churnzero's easy implementation and integration with Salesforce is great. Having these datapoints in the tool makes it easy to analyze and set up actions accordingly

Nachteile

I find switching between different tabs to be clunky and often discover that I did not actually click on the tab I thought I had and have to go re-click.

Vorteile

We automate: onboarding, quarterly business reviews, success planning, annual reviews, and executive business reviews.

Nachteile

Some improvement with integrating with CRM?

Vorteile

We are able to review and interact with data we didn't previously have in a digestible format. We are more easily able to codify and standardize department practices.

Nachteile

There are limitations to segmentation that make using other features difficult. Also, setting up some of the segments is cumbersome and confusing and there are no features to help with clean up.

Vorteile

Churnzero incorporates rich integrations, customer facing guides, and data analytics to really understand how prospects and customers are interacting with my site so I can help push them through workflows and end in a good place.

Being able to create in app and interactive guides really helps with automating success.

Churnzero was built to include analytics at its core, which is a benefit over competitors who use a data partner. This helps streamline the experience.

Nachteile

Chrunzero is expensive and like most products like this it takes quite a long time to implement into an org. On average it can take 6 to 8 weeks before setup is close to finished and at least a few more weeks after that to start getting value out of the product.

Vorteile

It is simple for individuals in their role to use to manage their outreach. They can pick it up pretty intuitively and learn from other ways team members have used it or are using it today. We often copy segments, plays etc.
There is a lot of flexibility in trying different segmentation, plays etc out and always having the ability to download excel versions of the filtered reports. I can do this on the fly if I get questions from leaders of cross functional members like how many clients are due to renew this year and haven't logged in to X system for example. I.E. cross reference data from customer events that are stored in desperate systems.

Setting up the live exports has also given us the ability to expand use of the output across teams without having to have a number of users that do not need utilize the full functionality but need some output.

Nachteile

Little more formal structure or guardrails as our organization grows. For example, rules that site across the top of the system that restrict uses on sending plays to entire database without a manager review or plays that we would never want to occur on certain clients as we set up their contract. The flexibility is needed for team adoption and enablement but as you grow as a company so does the operational risk so some additional levels or layers of stop gap measures would be a plus.

Vorteile

Chunzero is a funcional, relatively easy to learn and implement software if you use other softwares with native integration like Salesforce.
Churnzero can also do great segmetation with all the information it has, and we can be really creative with how it works and can do.
We use a lot of the segments to create presentation and reports to the company's manegament and higher ups.

Nachteile

Unfortunatelly it is not a cheap product, and it has some limitations. Some segments are not that easy to do or to export, for example, when checking the responses to a survey, you can see in the survey area all the answers, when answerd, the answer itself, how many times that person answers (if the survey is recurrent) etc, and from there you can extract the segment manually. But it is not possible to extrat all the info automaticly via "live export" like other kinds of segments.

Vorteile

ChurnZero has an extreme emphasis on the user experience of the Customer Success Manager. This is absolutely vital. Every second one of our team spends wasting thought on "Why isn't the system working" or frustratedly struggling with some unintuitive menu is one not spent tending their book of customers. ChurnZero comes at customer success from the right angle - when customer success managers are happy and equipped, they succeed.

Nachteile

The software isn't great at handling a multi-tenant or multi-product subscription-based SaaS product like ours. We're going to have to do some major restructuring to our account structure for the ChurnZero event tracking to actually get usable data. This is because at the time of writing journeys and events are tied to accounts rather than subscriptions or sites, which is a level of abstraction the system is not set up for. This structure is fine for single-site customers, but when a customer can have multiple products and subscriptions on their account, it gets clunky and mixed up fast.

Vorteile

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!

Nachteile

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.

Vorteile

As 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.

Nachteile

There'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.

Vorteile

J'adore pouvoir concevoir des jeux pour mes clients en fonction de l' état d' avancement de leur parcours d' intégration .Cela réduit considérablement mon fardeau d' essayer de rédiger et d' envoyer manuellement des e- mails aux clients.J'aime aussi les rapports de voyage car ils permettent de voir facilement combien de comptes sont ouverts et s'ils avancent normalement , prennent du retard ou sont bloqués .

Nachteile

J'oublie parfois de me connecter à l' application alors que ma journée ne fait que commencer .Cependant, je reçois systématiquement les alertes les plus importantes par e- mail de CZ.De ce fait , même si j'oublie de me connecter à l' application, je suis toujours à jour .Cependant, contrairement à d'autres types de segments, il n'est pas possible d' extraire automatiquement toutes les informations à l' aide de "l'exportation en direct".

Vorteile

ChurnZero makes it easy to find and segment my customer base based on a variety of criteria and then respond directly in meaningful ways that resonate with customers. ChurnZero also has a churn score associated with each account so I can quickly key in on the accounts that need more help and find those customers who are super users. I can setup alerts that come directly to my inbox or pop up in my browser letting me know when something important happens so I can respond right away. I love that I can build targeted and segmented lists based on account details or usage and export for quick follow up.

Ultimately, ChurnZero helps me to grow not only our mutual relationship (client/Account Manager), but establishes me as a trusted and strategic partner. ChurnZero helps me to be a more proactive Account Manager instead of reactive. All in all helping to increase my renewal rates and maintain my clients trust. It elevates me from vendor to partner and I could not do this without the help of ChurnZero.

Nachteile

ChurnZero has been awesome and there is nothing that I can think of that they can do better currently! Really internally we need to step up our game!

Many of the issues are internal issues on our end such as making sure our data is clean in Salesforce.

I would love to have more time to dedicate to using the platform as I know how beneficial this platform can be! Maybe some additional resources that could be viewed on our own time such as quick videos or how-to guides.

I would love to work internally to develop messaging that can be used across the organization which cut down on some of the time any one person would have to spend making plays! Maybe some industry specific email templates that could then quickly be customized for plays aka email automation!

Vorteile

Churn 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.

Nachteile

The 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.

Vorteile

ChurnZero is very easy to use. The automation of tasks, emails, etc that make the proactive aspect of the CSM role so valuable are the most beneficial parts of the tool.
Being able to segment customers and determine targets makes sifting through data a thing of the past.

Nachteile

I like this feature, but I think it could use some enhancements. Currently only able to add certain segments to command center for quick look. And perhaps opening up the ability to make more changes to the opp data coming from SFDC - not a deal breaker, but would love to be able to live in just ChurnZero for all updates.

Vorteile

-It is so helpful to be able to filter for different activities, and segments of clients. This gives a thorough view of all of my different accounts, and prevents clients from "slipping through the cracks".

-The customizeable Churn Scores and segments allows me to define what I feel makes a "good" or a "bad" clients, so I can really control my views based off what is "important" to me.

-I love the real-time alerts (that I can set and customize). This really allows me to stay on top of important issues/events (account suspension, holds). This allows me to address client issues in real time (often before the client knows there was even a problem!)

-The Playbooks save me so much time, I can easily identify and mass email my clients when needed. It is great to have tracking on who engaged or did not engage with my content.

-The in-app alerts are nifty too, as a different way to reach my clients outside of an email or a screenshare.

Nachteile

-Sometimes I forget to log in to the app when I start my day.
However, I still get the most important alerts emailed to me via CZ. So, even if I forget to log into the app, I am still in the know.

Vorteile

Churnzero's customer service is exceptional. Our CSM and the CX Team are quick to help understand our unique needs or issues and offer solutions.

Nachteile

This 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.

Vorteile

ChurnZero 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.

Nachteile

It's time consuming to integrate and implement, but totally worth it.

Vorteile

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.

Nachteile

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.

Vorteile

Once 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.

Nachteile

This 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.

Vorteile

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.

Nachteile

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

Vorteile

We 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.

Nachteile

Many 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.

Vorteile

Simple set-up, easy to use, great customer support. The product easily interfaced to our CRM and customer cloud-based SaaS platform and provides real-time insight to client usage and behavior. It is an awesome tool to segment your client base into manageable areas and to target each segment with automated campaigns to address concerns or give shout outs. Great at NPS surveys and allows quick replies to comments/scores. Over-all highly recommend to improve retention and reduce churn.

Nachteile

Ability to predict client churn is based on criteria chosen by company then red, yellow, green colors indicate those groups most likely to churn. In our case, criteria is difficult to determine and we change choices based on input from sales, support, etc. Not easy to see if our choices are the best determination in churn prediction however that is on us. ChurnZero does not automatically calculate churn percentages of clients by day, week, month, etc. exporting to data to spreadsheets still required.

Vorteile

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.

Nachteile

There 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.

Vorteile

I like that once it's setup , it's pretty simple to use for daily tasks. I also save a lot of time from logging into my client's accounts to manually tracking their usage. I can use ChurnZero to assess their usage for me.

Nachteile

I can't customize the dashboard. I need time zones!

Vorteile

Simple design and architecture that treats me like an adult and gives me maximum flexibility.

Nachteile

We have a tricky requirement that isn't supported properly that makes us need certain workarounds.

Vorteile

The 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.

Nachteile

1) 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

Vorteile

The integration and CS support we have gotten

Nachteile

The fact that you cannot @ mention colleagues and interact real time

In Betracht gezogene Alternativen

Vorteile

The organization and integrations with ChurnZero make it so easy to manage all customer accounts. The marketing emails are great too.

Nachteile

Task Management just needs a slight tweak. Right now it's tough to quickly jot down notes on accounts without having to navigate through a few check boxes to get it added. This is what I need to fully switch over to using it for all task management.

Vorteile

There are so many benefits in utilizing ChurnZero. However what I like most is that you're able to see the big picture. From churn scores to net promoter scores, you're able to see client health. When you have dozens and dozens of clients, it's easy to lose track of what's going on. It's easy to have client's slip through the cracks. Using ChurnZero significantly reduces that risk.

Nachteile

Learning how to use a lot of the features does take some time before you're comfortable with it.