ChurnZero Reviews & Product Details

I love that ChurnZero can serve as my source of truth by connecting to—and pulling in—so many data points from our other company applications. That makes it much easier for me to build a complete picture of each customer’s history and needs, both before I engage with them and while I’m working with them.

I also love how many tools there are for customer engagement, from Playbooks and Journeys to Success Plans, and how easy it is to choose what’s right for each situation.

The addition of AI agents within the tool has really changed how we can analyze and choose the best path for our customers. Their are tons to choose from and they are very simple to actually use in the system.

If I had to rank my likes, my favorite thing about ChurnZero is actually the Academy, where I can watch videos and learn how to use the system more fully. I really appreciate the amount of training available, because it helps me take advantage of all the cool tools within the product. Review collected by and hosted on G2.com.

The only downside I can think of is that there are so many options to choose from that it can feel overwhelming at times. To narrow things down, I often lean on my coworkers’ experience to decide which tools are most applicable to our customer base, so we can maintain a unified internal procedure when helping our customers. Review collected by and hosted on G2.com.

We moved from managing customer information across Salesforce and Excel spreadsheets to ChurnZero, and having everything in one place has made a huge difference. Being able to create reports and segments based on almost any field gives us much better visibility into our customers and makes managing a book of business significantly easier.

As both a CSM and a ChurnZero admin, one of my favorite things is the flexibility. I’ve been able to create custom fields, segments, and processes that I had always wished we had as CSMs. We can customize ChurnZero around what our CS team actually needs rather than being limited by what is already available.

The UI is very user-friendly and intuitive. ChurnZero is one of those platforms where you can start using it without needing weeks of training. Even with all the capabilities it offers, it is surprisingly easy to learn and navigate. It integrates will all of our other softwares so this is a big +.

I have been using it for over 2 years, it has never crashed, I never needed to open a support ticekt for a bug...this is HUGE.

The price is reasonable compare to other CSM products in the market.

Their support team is excellent and responds very quickly. When you are an admin and need an answer to keep something moving, having responsive support makes a huge difference.

Tina, our previous ChurnZero CSM, was top-notch. She was knowledgeable, responsive, and genuinely invested in helping us get more value from the platform.

We are still a long way from using everything ChurnZero is capable of, which actually speaks to how much the platform offers. There is so much more we can continue to build, automate, and improve as our CS organization evolves. For me, ChurnZero has become a must-have tool for a Customer Success team. Review collected by and hosted on G2.com.

There is not much that I dislike about it. It is just sometime creating a specific segment is dififcult as I do not know which field I need to use. Review collected by and hosted on G2.com.

The most helpful thing about ChurnZero is that, as a CS, it gives me the most useful information I need about my accounts all in one easily accessible place. It’s also very easy to enter information about my accounts so I can review it later. One of the best features is the AI tool that sends a follow-up email after I add a transcript. It’s super helpful, and it even fills in the recipients’ email addresses for me based on who was in the meeting. It’s a real life- and time-saver. Review collected by and hosted on G2.com.

One thing that’s confusing is that we have to create a segment. As a new user, it can be hard to filter through tasks and find accounts. Once you get the hang of it, it’s okay, but at the start it isn’t very straightforward to know where to look. After completing the training, I understood it much more. Review collected by and hosted on G2.com.

As a CSM, I love that ChurnZero narrows my communication streams by integrating with all of my other platforms. It becomes my source of truth.

The AI features it offers allows me to automate the administrative aspects and focus on what truly matters. I find great help from the Snapshot AI, which is great for prepping for calls and account reviews. I also appreciate the scheduled plays and tasks that automatically remind me of approaching lifecycle milestones and potential threats like support tickets open for mutliple days.

The dashboard provides key metrics at my fingertips and then backs them up with deeper report which allows me to look for trends, identify potential issues sooner, and dig deeper right away. The information is not siloed. There are many ways to get where I need to be.

Also, the flexibility to create custom reports through segments means I'm never without the ability to drill down on the data I need to serve my customers and provide leadership KPIs and metrics at a glance. Review collected by and hosted on G2.com.

So far my only complaints about churnzero seem to be related to my company not allowing certain features to be used. I wish we could leverage more of the product Review collected by and hosted on G2.com.

Ability to use system usage data to evaluate a customer’s health. It’s easy to configure automations based on milestones, and the segment filtering is very powerful while still being fast to set up and use.

Support and customer success have been very helpful and always on hand Review collected by and hosted on G2.com.

some restrictions in custom dashboards - would like more options to create powerbi like timelines and field calculations

excel integration could work a bit better

AI intelligence for writing emails uses US language and inserts hyphens too much Review collected by and hosted on G2.com.

I like ChurnZero AI for drafting professional emails to my customers, it saves a lot of time and reduces my anxiety of how to approach each customer. The app is intuitive and account informations is easy to access, everything in one place. The ChurnZero professional services are very helpful with building journeys, segments etc. the team created journeys to automate my job as CSM. Review collected by and hosted on G2.com.

the metrics in segments are hard to access, sometimes is confusing which attribute to choose. Review collected by and hosted on G2.com.

I really like how ChurnZero helps us automate tasks, which drastically reduces the time we spend on manual processes. With the ability to set up plays, we can trigger emails automatically or review them quickly, cutting down on our task list. ChurnZero's Command Center is super valuable for us, especially the messages for review that streamline finding the accounts we need to contact. This automation frees us up to focus on being more available for our customers, instead of digging through data manually. It's a tremendous time saver, ensuring we're on top of things without all the extra manual effort. Review collected by and hosted on G2.com.

I find creating plays or filtering customers based on different criteria in ChurnZero more difficult than it should be. It seems like building what should be simple tasks takes a lot of time and feels cumbersome. Even though I've been using ChurnZero for over a year, as an admin, I'm finding building plays and journeys for automations to be quite challenging. It might get easier over time as I become more familiar with the tools, but for now, it feels more manually prohibitive than expected. Review collected by and hosted on G2.com.

It's very easy to use as a snapshot of the customer profile. Overall usage of our platforms is quick to determine and easy to share with the client. Review collected by and hosted on G2.com.

Drilling down to the individual user level can be a more manual process than I would like. Dropdowns for various time frames are set up in the Usage tab but not in Reports - not sure if my manager has to set these up or not. The Export feature in the Reports tab does not export full data, only what is showing onscreen at the time of exporting. Review collected by and hosted on G2.com.

The most helpful thing about ChurnZero is the visibility it provides into customer health and engagement. It provides me a consolidated view of fragmented customer data into one health/risk view. It helps me quickly identify customers who may be at risk and take action before it affects retention. The biggest upside is being able to automate routine tasks and have the information I need in one place, which makes my work more efficient and proactive. Being a retention specialist, the health-scoring and automated playbook features of the app are the most liked features. Honestly, I don't have visibility into the contract cost as I am not part of the software acquisition team, but from a day-to-day usage standpoint, the time it saves on account prep and the risk visibility it gives me feels appropriate to what a tool like ChurnZero should deliver. Review collected by and hosted on G2.com.

For me as a retention specialist, when it was discussed to us during our training, the platform is somewhat complex to learn with its confusing terminology. There is a steep learning curve, we've been trying to import our data from Salesforce CRM for the past 3 months which is a lot of time it took. However, as we have a technical team that handles the nitty, gritty details, it made sense that it is a better tool in the long run or haul. Review collected by and hosted on G2.com.

I like how ChurnZero gives us better visibility into our client relationships and helps us provide a more consistent and proactive customer experience. The churn sentiment feature is especially useful, as it keeps all the leadership aware if a client is noisy or quiet and satisfied. I appreciate that credit requests are much easier to make compared to the traditional way we used earlier. The platform centralizes client information and tracks activities, simplifying follow-ups and account management. Additionally, finding the name of a CSM for a specific client is very straightforward with ChurnZero. Review collected by and hosted on G2.com.

As of now nothing. Everything is fine and good Review collected by and hosted on G2.com.