ChurnZero Reviews & Product Details

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 Sometimes, it feels a bit outdated and I personally would like a bit more colour in it.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.

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.

The complexity of deployment was on the low/medium side. It's a much more administravely simple application to deploy and configure dashboards against in the short term. Their Support team is very responsive to inquiries. Review collected by and hosted on G2.com.

You quickly uncover that with a more simplistic setup, there is less product functionality than competitors. As an admin I need to be able to either proxy login as a user or replicate their UX however neither of these are a simple endeavors; without my own customer 'Accounts' under my purview(which most admins wont have), it's not possible to build reports/dashboards/landing pages that mirror exactly what an internal Customer Success Manager might see. Integrations and administrative functionality is limited in many ways and only available by reaching out to Support to enabled, toggle visibility or configure outright. Review collected by and hosted on G2.com.

I like that churnzero gives me the opportunity to set tasks, automate processes, gather feedback, etc. all in once place. I feel like I can get a quick overview of where my accounts are at using churn scores and the various dashboards. I am very confident CZ is a huge part of our program's success. It's an integral part of my day to day! Review collected by and hosted on G2.com.

I think there is a bit of a learning curve in using churn zero but once you have that down, it's a very fluid and intuitive software. We've noticed odd behavior and the support team is incredibly responsive and quick to jump in and help. Review collected by and hosted on G2.com.

We used to have another CS platform but ChurnZero has some additional features that really helps us. Being able to create multiple HealthScores, having a bult-in AI and having track records are the most apealling features. We also had a lot of support for the implementation, it wasn´t easy but with their help we were able to implement in 1 month. We had a lot of integrations and the ingrations hub works perfectly. We were able to aplly it to all of our CS operation and we use it in a daily basis. Their support team ir really fast, we can get important answers in less then 10 minutes. And another important aspect is the ease of use! Review collected by and hosted on G2.com.

We needed a platform that have translation to portuguese, they couldn´t provide it yet. Also the report feature is only for enterprise customers, but those dashboards that come are essential to have a good use, I believe it should be a standart feature to aggregate more value. Review collected by and hosted on G2.com.

What I enjoy the most about ChurnZero is how easy it is to grasp the features and functionality. The interface is clean and simple to navigate. Resources are always available in the Success Center or via the Customer Support Team. With the visibility of customer data, ability to setup reports and own customer emali communication, our CS operations have drastically improved. CZ has allowed our Team to better segment customers, priortize outreach and better "train the trainers" (i.e. CSMs). Review collected by and hosted on G2.com.

There's a couple of features I'm either unaware about or would like to see on the platform. Features like the ability to create subset segment folders, the ability to share segments with certain people (e.g. not just public or private). Review collected by and hosted on G2.com.

Churn Zero has completely changed the way both our CSMs and leadership interact with customers. All customer information is in one place, and unlike our Sales system, CSMs can quickly and easily set up customized dashboards, journeys, plays and and automation without costly consultants and long wait times. We now have reliable churn scores, automation and one platform for capturing and tracking VoC feedback. Review collected by and hosted on G2.com.

The hardest thing about implementing CZ for us is that we serve many different customer segments, offer multiple products and solutions, and have disparate data sets pulling in from a myriad of systems. It took a bit longer to set up, as we had a lot of complexity, but taking the time to map everything out was critial to a long-term viable solution. Review collected by and hosted on G2.com.