ChurnZero Reviews & Product Details

I like how ChurnZero helps me enable proactive, data-driven customer success at scale. The combination of real-time health scores, automation, and visibility into accounts allows us to focus on the right accounts at the right time. It provides me with visibility into where to intervene and helps centralize data, health scoring, and workflows which allows CS leaders and CSMs to prioritize the right action across accounts at the right time. Review collected by and hosted on G2.com.

I find the deeper automation between account level data and success plans lacking. Right now, account-level fields can't be automatically populated into Success Plans, which means I have to do manual work. Review collected by and hosted on G2.com.

ChurnZero - One of the Most Actionable and Powerful Tools in My Day-to-Day Workflow

I absolutely love ChurnZero! It’s one of the most actionable and powerful tools I use daily. The platform allows me to build incredibly rich, specific customer segments based on application usage, which is a game changer for targeting outreach efforts.

The ability to set success goals and track customer engagement has made it much easier to understand the direct impact of our outreach. Whether it's preventing churn or driving adoption, ChurnZero gives us the insights and tools needed to take meaningful action.

Another major highlight is the support and services team at ChurnZero – they’re always responsive, knowledgeable, and a pleasure to work with! Their dedication to helping us maximize the platform's potential makes the experience even more valuable.

Overall, ChurnZero has been an essential tool in driving customer success and I highly recommend it to anyone looking for a solution to truly understand and engage with their customers. Review collected by and hosted on G2.com.

I would love the ability to auto delete tasks in a workflow. Review collected by and hosted on G2.com.

CZ is my command center, and I use it to proactively manage account health, track engagement, and prioritize where I can drive the most impact. I appreciate how CZ keeps all my notes, call recaps, and touchpoints tidy and centralized, providing a clear, reliable history of what's happened and what’s next. What I like most about ChurnZero is that it gives me a single, centralized view of my entire book of business. I also really like the dashboards! Review collected by and hosted on G2.com.

I would like if there were dedicated tabs for 'History' separating Support tickets, touchpoints and opportunity signal. Review collected by and hosted on G2.com.

I use ChurnZero to monitor, manage, and communicate across our customer base effectively. I appreciate the visibility and analytics it provides, helping me prioritize work and ensure customers gain value from our product. ChurnZero allows me to design reporting that fits our needs, offering preconfigured dashboards as well as the flexibility to create reports specific to our use cases. I love that it enables me to monitor and manage the customer lifecycle all in one place, making it convenient to oversee everything. I also frequently recommend ChurnZero, giving it a 10 out of 10 for its performance. Review collected by and hosted on G2.com.

Coming into ChurnZero having already been configured two years prior, I wish there were more prescriptive ways to monitor Churn, NPS, CSAT that could have enabled this team to operate better sooner. The person who implemented was new to CS and could have used more guidance and less flexibility. Review collected by and hosted on G2.com.

I really appreciate how I can create segments, plays, and journeys tailored to both accounts and contacts. This functionality makes it incredibly easy to automate sending emails, update account information without manual work, and share details with external parties, all with little effort once everything is set up. ChurnZero has empowered us to nearly double our customer base without needing to add more team members, since it handles so many tasks for us. Also, there is a good amount of resources and articles to self-serve when you are trying out a new workflow. And if that doesn't work, I know I can rely on their customer support team and our CSM (shoutout Alex!!). Review collected by and hosted on G2.com.

My main concern with ChurnZero is the limited flexibility in how ChurnScores are calculated. While I understand the reasoning and intention behind their approach, I find the process less intuitive than I would like. Review collected by and hosted on G2.com.

I really enjoy that ChurnZero keeps innovating and putting out new features. There's always something new and exciting, which I love. The commitment to innovation that ChurnZero has is not unnoticed. It's clear they continue to try and make a better product for their customers. Review collected by and hosted on G2.com.

Just minor things here and there like, the ability to access some information requires extra clicks. Sometimes you have to click around a little bit. Initial setup was a little tricky, and definitely a team effort. It was not easy, but we had great support to ask questions and help out weekly for when we had questions. Review collected by and hosted on G2.com.

I really love the detailed customer data and segmentation that ChurnZero offers. As a customer marketer, I rely on ChurnZero to connect with our software customers through in-app messages. It’s also super helpful for rolling out in-app guides and product walkthroughs, which support product adoption and awareness.

One of my favourite aspects is gathering insights on customer communication and behaviour. I can track customer engagement on the platform, satisfaction levels, email CTRs, and in-app notifications views. Definitely a valuable tool for our team. Review collected by and hosted on G2.com.

Wish there were more customizable features for in-app communications, such as linking pop-ups to specific features in the platform or on specific solution pages, or more complex, multi-step and visually pleasing notification designs. Review collected by and hosted on G2.com.

The best part about ChurnZero is that all my emails are sent instantly. Review collected by and hosted on G2.com.

Formatting emails is very difficult, creating a Playbook takes a long time (relative to other vendors), not being able to duplicate other user's playbooks is inefficient, the system can only process 3 plays at a time which is not efficient for a large organization, we are only able to send 99 emails at a time if we want the emails to show up in our sent box, the CSMs for ChurnZero are not helpful (often times I get better service/responses from their support team). Review collected by and hosted on G2.com.

Its design is very easy to understand. The way it is visually organized makes the data very clear; furthermore, it provides facilities to apply filters according to the search needs. Review collected by and hosted on G2.com.

It may happen that, when changing the date of a task, it eventually reverts to the original, and the system acts as if the change was overlooked. Review collected by and hosted on G2.com.

I really like the look and feel of the platform — it’s clean, easy to use, and intuitive. When I need to learn something new, the knowledge base and the active community are excellent resources. As the admin, I’ve found it straightforward to implement new processes and share them with my team. The ChurnZero support team is also a big plus. It’s easy to hop on a call, screen share, and work through any challenges quickly. Review collected by and hosted on G2.com.

The one thing that throws me off is the naming convention for “Segments.” I understand the function, but when I’m explaining ChurnZero to colleagues who aren’t users, it feels odd to say “run a Segment” instead of “run a report.” It’s a small thing, but it can be confusing when I’m walking others through the tool. Review collected by and hosted on G2.com.