ChurnZero Reviews

Great CS platform for SaaS businesses

Comments: - 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.

ML - CZ Review

Comments: I cannot see myself using another platform other than Churnzero. It's been a tremendous help in my department.

Pros:

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.

Cons:

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.

Meh

Comments: 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.

Great Platform, Great Team, Great Experience.

Comments: Our CSM has been a huge delight. [SENSITIVE CONTENT HIDDEN] would go above and beyond for us on multiple occasions and quite frankly the main reason why I am providing this review. Integrations available out of the box work great.

Pros:

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

Cons:

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.

Useful platform

Comments: Our Client Success Managers at ChurnZero have always been really helpful. I like getting real time info to share with clients.

Pros:

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.

Cons:

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

Exceptional Customer Service to Meet Unique Needs

Comments: The team is comprised of true professionals who seem to enjoy their job and excel at customer success.

Pros:

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.

Cons:

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.

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.

Great for tracking your customers progress... or lack-thereof if that's the case

Comments: 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

We are fairly new to using ChurnZero but we like the flexibility of the product AND their team!

Comments: 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

Pros:

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.

Cons:

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.

ChurnZero saves tons of time and shows me exactly which clients need attention to help reduce churn

Pros:

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.

Cons:

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.

Almost one year in, and zero regrets

Comments: ChurnZero is slowly but surely making us better at Customer Success as a team. Every journey we implement, every play we create, every report we run, makes us more process-driven and less reactionary. Our ChurnZero CSM has been amazingly helpful, our onboarding specialist helped us navigate the hellscape that was our system previously, and the support team have been quick and excellent. While the software itself is great, the experience of working with the team over at ChurnZero, especially our CSM Bree, is what tips them over the bar into excellence. ChurnZero are our partners in customer success, not just our vendor.

Pros:

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.

Cons:

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.

Great Combination of Value and Usability

Pros:

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.

Cons:

"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.

A Must-Have for Customer Success

Comments: Increased visibility into how and when our customers interact with our platform. The ability to communicate with customers in a scalable way. The ability to build out trends and usage benchmarks as they relate to the customer journey.

Pros:

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.

Cons:

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.

ChurnZero gives me a wide view of my entire client base and allows me to keep tabs on my accounts.

Comments: -Identify quiet clients that may be at risk
-Stay on top of my entire book, not just vocal clients
-Find new Users that I may not have been introduced to (who else is spending time in the app?)
-Reduce Churn on clients (reduce revenue loss)
-Find new ways to engage quiet clients (outside of traditional email and phone call)
-Mass update my clients (saves me time, and gives me tracking on these efforts)
-Identify up sell opportunities (generate new revenue for my company)

Pros:

-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.

Cons:

-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.

Get ready! ChurnZero allows you to dig as deep as you want.

Comments: Overall, CZ has been a good experience and it is an incredibly powerful tool.

Pros:

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.

Cons:

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.

The key to pro-active Customer Success!

Comments: The key to the success of CZ, for me, has been in the service received by Jeff, their CSM. He has the same passion I have for my customers & is always looking at ways to support the company improve how we engage/manage our base!

Pros:

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

Cons:

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

Great product!!

Comments: Excellent!

Pros:

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.

Cons:

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

Working with the ChurnZero product and team has been great for our Customer Experience team.

Comments: Ultimately, we want to try and reduce churn by better engaging and educating our customers on our stickiest features and we integrated ChurnZero to help execute that vision. We've already seen early benefits with the in-app announcements and anticipate all of its other tools helping us meet our CX goals.

Pros:

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.

Cons:

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.

Fight churn like a pro

Comments: If you own or run a SaaS company, don't let your customers leave you. Use ChurnZero to keep them hooked.

Pros:

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.

Cons:

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

The CZ team is an extension of our team.

Pros:

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.

Cons:

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

Great CS product for medium sized businesses

Comments: Before CZ we were managing our customers and churn with various different user metrics buried within our own platform, multiple spreadsheets and reports, and different BI and martech software. CZ has been able to surface all of those data points into one central platform. Now we have valuable data that can be accessed easily, segmented and acted upon quickly.

Pros:

Highly customizable but not too cumbersome. Support on the ChurnZero side has been great. They are quick to respond and provide valuable insight with each interaction

Cons:

Like most products in the same space the implementation was long (and still ongoing to a point). There is also a pretty steep learning curve. However, it can be intuitive once you know what you're doing.

ChurnZero and it's support

Comments: Once we finally got up and going with it, it has freed up our team members to push other balls forward and use our time in more efficient ways.

Pros:

Having a tool dedicated to CSM's has been a game changer for us.

Cons:

Our company had a hard time finding the right person/team to implement this. Some guidanance in those initial setup steps would have been helpful.

ChurnZero provides us with insight to customers that we normally wouldn't have.

Comments: Helps us identify when a client has or hasn't adopted our product - Scoring helps us understand the health of an account - Improved customer conversations - Email campaigns are very helpful with adoption -Reporting helps us with our daily workflow and responsibilities

Pros:

Helps us identify when a client has or hasn't adopted our product Scoring helps us understand the health of an account Improved customer conversations Email campaigns are very helpful with adoption Reporting helps us with our daily workflow and responsibilities

It's been a great way for me to view all the information related to an account.

Pros:

How it consolidates all the information you'd need about your clients and users into one place. Most importantly it pulls in extremely helpful information on assessing whether or not a client is in good health. It's hard to keep all of that information organized and to check up on it regularly but between ChurnZero's notifications and consolidation of information, you feel much more confident that you are up to date.

Cons:

It does feel like there is a lot crammed onto every page. I think there could be less graphics and visuals on the dashboard and command center.

I have a lot more to learn

Comments: I have a lot more to learn, and I have run into some roadblocks, but we have a great support team working with us that has guided me through my frustrations.

Pros:

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.

Cons:

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.