ChurnZero Pros and Cons

I like the amount of details I can pull in for reports regarding my clients. The certification and the training videos provided in the platform are very useful. I use ChurnZero every day, I live on the platform. The integration with Salesforce is key. Review collected by and hosted on G2.com.

I don't think the platform is the most easiest to use but once you get the hang of it it's very simple to create reports and pull data and analyze the health my clients. Review collected by and hosted on G2.com.

Churn Zero has been my go to for the last several years for effectively keeping in contact with my customers. I work with nearly 300 accounts annually and the CZ cadences keep me on task. The Dice reporting features give me a quick snapshot to individual account utilization on their services. Churn Zero is very easy to use, and coordinates with Salesforce. It also allows our CSP for automated and individualized customer support. I use it daily. Review collected by and hosted on G2.com.

The Salesforce link only goes to my general account level, not specific opportunities inside of SF Review collected by and hosted on G2.com.

We've designed our ChurnZero deployment to ensure our CSMs are as efficient as possible with their time. ChurnZero ensures our team is engaging with the right clients at the right times. Our ability to acutely dial in our client health scores has allowed us to ensure that when a client is in need of attention we are aware...sometimes even before they are. The integrations available to our CRM, our call recording platform, and our finance system are invaluable. The ChurnZero team is always willing and able to assist, their support (to include Cassidy, our CSM) have been awesome to work with. Review collected by and hosted on G2.com.

It isn't as intuitive as some other platforms, it does take some time to become proficient. We are lucky to have a very technical team member who serves as our SysAdmin, which is essential for us. Report generation is sometimes slow, as well. Review collected by and hosted on G2.com.

I use CZ every day as a Senior CSM in my organisation. It's easy to integrate into my daily cadence, I am comfortable with finding all the data I need to help my customers. Seeing support cases and being able to flag potential issues etc, along with being able to report my findings to management through multiple dashboards makes finding the risks within our account base and being able to focus on those with data to support an easy task. Running account plays with automation and being able to manage my correspondance with link to our mail client means we never miss a step. Review collected by and hosted on G2.com.

I think the ingestion of data from other sources and the sharing of such CZ data once populated could be a little more streamlined. Review collected by and hosted on G2.com.

The tool is great for account management. It's incredibly flexible and allows you to surface and segment crucial data that is specific to your business. Making it easy on your reps to prioritize account management activities. The customer support is outstanding. I usually get a response within minutes from our account rep and they are always willing to jump on a call and assist with additional training. Review collected by and hosted on G2.com.

nothing of note so far. product and support have been excellent Review collected by and hosted on G2.com.

This is my second time choosing ChurnZero as my Customer Success platform.

For me, ChurnZero meets my requirements as follows:

1. Rubust solution with a wide feature set, helping me manage, track, engage, and train my customers. Automating some of the processes and engagements reduces costs.

2. Ease of use

3. Ease of integration to other platforms such as our CRM and support

4. Facilitates collaboration with other teams in the organization by enabling dashboard sharing, integrated support App, bi-directional system updates, and more.

5. Consolidating the work of the CSM into one platform ( calendar integration, email integration, view to support tickets, etc...)

6. Implementation is straightforward and not complex

7. Good support and Knowledge-base content

8. I get the impression that the roadmap is aligned with the market trends and that ChurnZero is investing a lot to be a leader.

One of the most important items for me is the company and service.

I am very satisfied with the attitude and service I received during the integration. They were always willing to help, jump on a call, and make sure the solution meets my needs. Review collected by and hosted on G2.com.

There isn't something that stands out as a show-stopper.

There are places where additional features or improvements are required and from my experiences, there is room for requesting them to be added Review collected by and hosted on G2.com.

Having all your data in one place to make quick actionable decisions on who to spend time with and who may be struggling Review collected by and hosted on G2.com.

I am yet to find one, really easy to use and navigate around! Review collected by and hosted on G2.com.

I love that I can see my calendar, all of my notes (which can be filtered to make it easier) and any emails that I have sent to my clients. I can send emails directly through churnzero, eliminating the need for me to create my note then open an outside email to follow up. I am currently working on journey which will allow my to automate a lot of my work, freeing me up to focus on my clients. It's fabulous. Review collected by and hosted on G2.com.

I can't add a manual email address, which I don't do often but occasionally, it would be nice to just be able to type in the email instead of having to create them as a contact in Salesforce and wait for it to sync before I can send my email. Review collected by and hosted on G2.com.

Love that we can automate mundane tasks that provide little to no value to more administrative clients such as data entry and updates to profiles without manual effort. I also love that the platform allows us to pull an incredible amount of client data to help with conversations and focus more on the outcomes that the customer is striving for aligning both data, story, and outcome within a single platform. This platform is extremely powerful and has already helped with productivity and ensuring we are focusing on the right clients. Review collected by and hosted on G2.com.

As with a lot of platforms, this is front end loaded meaning you will have to take time to refine and build out robust capabilities which can slow down the implementation. Overall, that is with any platform that integrates into other internal systems. Not the end of the world, but a bit more out of the box customized look/feel would be awesome! Review collected by and hosted on G2.com.

We have close to 10K users and are able to manage CS, UX, and life-cycle status with ease without sacrificing the personal touch that our company is known for. Its part of my daily routine and I couldn't do my job without it at this point. My Calendly and Messages integrate in so its easy to see who needs a touchpoint.

I've been to several workshops and my first conference recently and the support is wonderful Review collected by and hosted on G2.com.

There's some trial and error getting started with segments but once you unlock your own level of usage it's very intuitive logic for reporting. Review collected by and hosted on G2.com.