ChurnZero Reviews & Product Details

There has been thought put into many different aspects of the product that are simple, yet very helpful and valuable. It works as advertised and can help beyond large-scale automations for onboarding or renewals. The conditional logic in automated plays (could be emails/tasks/field updates) is very flexible and has reduced the number of automations that need to be built and also how many steps we need to build into them.

It has a bit of a learning curve to it but once you get the hang of things, it's very easy to use and very efficient.

The Composite Churnscores are being explored and are exciting, it's a potential answer to using conditional logic in the churnscore. Review collected by and hosted on G2.com.

An automated meeting recorder that can record meetings, attendees, do a summary with action items like Gong or Chorus, and then draft a follow up email to all attendees based on that summary for the CSM to review and send would be game-changing. Without the content generation and automated meeting/activity recording in CZ, the current sequence of steps and other processes can only get "so close" to breaking a lot of adoption barriers.

Current limitations around data manipulation with custom tables can be frustrating when trying to absorb greater data reporting functions from other tools. Review collected by and hosted on G2.com.

ChurnZero's extensive integration network has allowed us to bring in data from other platforms to track or engage with our users/customers. Having access to all this data brings a wealth of opportunities to segment our data, build insights, and dive deeper into our customers.

From an admin perspective, it is easy to set up these integrations to bring the data to our CSMs. In cases where a native integration does not exist, they provide multiple ways to bring the data in. Review collected by and hosted on G2.com.

There was an update to reporting this past year that made reporting much better, but there are still limits to the ways reports can be displayed/created and the number of tiles on a dashboard. The limit of tiles on a dashboard lead us to create many overlapping dashboards that we would have preferred to have in one dashboard. Review collected by and hosted on G2.com.

ChurnZero covers all aspects of Customer Success and has the total circle of the client journey covered. It is specifically dedicated to Customer Success processes and that is what makes it unique. It is very easy to use and it's customer support is also amazing. I have reached out a couple of times and they were always helpfull. ChurnZero is included in our daily tasks and we use it very often, for the most of our processes. I have managed to succesfully integrate it with my Microsoft accounts (Calendar and Email) and I am able to see all messages in the account profile and the meetings as well, which makes my day organised. Review collected by and hosted on G2.com.

The only thing that I see that could be improved is the UI and the looks of the platform. Sometimes, it feels a bit outdated and I personally would like a bit more colour in it. This is nothing important, just a "cosmetic" thing :D Review collected by and hosted on G2.com.

Configurability! I love how much I can change, manipulate and customize for what I need when I need it. There are certainly enhancements to be made but right now it is the best CS tool I have used in my 10+ years in Customer Success. With the recent additions of the Gong integration, AI tools and Success Plans this is helping my CSM Team take it to the next level! They all love it and are living in CZ every single day since it is so easy to use!

Also - I have loved our experience with our CSM Lucas! He is always so helpful, extremly responsive and always challenges me to think outside the box, simplify and consider new things! Huge high five to Lucas! Review collected by and hosted on G2.com.

I am excited for the newer features coming in Q1 and I don't have any negatives at this time! Review collected by and hosted on G2.com.

It's so difficult to choose just a few things I like best about ChurnZero! I enjoy being able to track customer usage, increasing interactions with customers, and intervening when usage is low. I feel like I'm working smarter now and not harder! Review collected by and hosted on G2.com.

The only downside I can think of at the moment is just learning everything. There are so many cool features to ChurnZero and not as much time to explore everything about the platform. Review collected by and hosted on G2.com.

I have been using CZ for a little over a year and the data that we can capture, the renewal probability and information that the tool provides has become one of my CSM's teams best tools. Segments and dashboards are easy to build and use. The support that we receive is amazing. I typically have an answer to my question within hours not days. I also like the flexibility of integrating with our software and CRM to capture multiple data sets and analyze that data. Review collected by and hosted on G2.com.

The only hang-up that I had when I first began using CZ was creating "segments" in my world those are reports that we then use to build a dashboard. In the CZ world you build the segment and use that to build out your dashboards. Once I connected the dots that segments are really reports (in my world) that made integrating much easier. I would also love to know when specific things sync and there isn't a ton of info on when that happens so that can be challenging occasionally. As long as the segment is correct once the sync does occur your dashboard will also be correct, so be patient! Review collected by and hosted on G2.com.

I've been at organisations that have other CS tools/no tools in place and there is truly nothing like starting your first day and learning that the org uses Churnzero - it is a lifesaver when it comes to managing the full lifecycle of a client journey. I feel like I have a window into everything that is happening with my clients & it has become my own source of truth. In addition, the CZ support team are stars & so proactive (makes sense considering the business they're in). Review collected by and hosted on G2.com.

The interface can feel a little outdated - there could be some improvements made to the UX. Review collected by and hosted on G2.com.

ChurnZero provides an easy and efficient way to monitor client engagement. It's very easy to lose track of a quieter client - squeaky wheel and all that - and this helps me stay on top of all my accounts, not just the loud ones.

Taking notes and creating tasks in one systemis the tool I have been looking for! All client notes can now live in one place without sticky notes - so easy to share with the team as well. Invaluable when you work from home and your team memebers live states away.

ChurnZero is the first tool I open and revview every morning to help metrack what needs done. Review collected by and hosted on G2.com.

I miss the broader calendar view in the older version. Review collected by and hosted on G2.com.

We transitioned from managing our customers solely in our CRM to using ChurnZero because we needed something that could scale with us and our customers. This has exponentially improved the quality of our work.

We love that we are able to have one source of truth that brings together all of our customer data (usage, engagement, and company details) and helps us track journeys, progress, and renewals.

It took us a few months to set up our automation fully, but now, our CSMs operate out of the platform in full and could never go back to our old ways. We highly recommend the academy for all the users of the platform!

We had some hiccups with rolling out some features due to some of our own data cleanliness issues, but our CSM has been excellent (shoutout to Lucas). He's been a key player in our increased platform adoption, always ready to answer our questions, suggest workarounds, and show us new features gradually to ensure we are not overwhelmed. Review collected by and hosted on G2.com.

We struggle a bit with the contact management within the account itself - we'd love to have a more intuitive way to select who to include in our messaging. We have found various workarounds, but it could be more intuitive to have the "compose" button on the account not come pre-loaded with users' emails but rather let the CSM select recipients.

Any other issues we've had mostly stem from the data set up in our CRM and database, but our CSM is always happy to get on a call and walk us through solutions or alternatives. Review collected by and hosted on G2.com.

ChurnZero is an invaluable tool for monitoring customer health, which is the primary reason we implemented the system. Additionally, it excels at tracking our customers’ progress during onboarding and implementation. We’ve designed Journeys within ChurnZero to monitor this progress, which has given us clear visibility into areas where customers tend to take longer or get stuck. This insight has allowed us to create targeted Plays that help us stay proactive by keeping customers on track and sending timely reminders when needed. These Plays have also enabled our Implementation Managers to maintain focus and ensure no customer “slips through the cracks.” Review collected by and hosted on G2.com.

It can be tedious to create segments to put customers in. This gets easier once you get used to the system. This is also an issue for our business since we have many different solutions our customers buy from us. Once you get used to building this segments it is easy, just takes some time to get used to. Review collected by and hosted on G2.com.