Overview
Product Information on ChurnZero Customer Success Platform
What is ChurnZero Customer Success Platform?
ChurnZero Customer Success Platform Pricing
Overall experience with ChurnZero Customer Success Platform
“Flexible Automations and Standardized Journeys Balance Efficiency With Human Expertise”
“Nice platform but requires a lot of effort to see value”
About Company
Company Description
ChurnZero is the platform and partner for customer success, dedicated to helping subscription businesses grow and succeed at scale. ChurnZero’s customer success software provides automation, in-app communication, health scoring, actionable reporting, revenue forecasting, and Customer Success AI to help Customer Success teams work efficiently, deliver greater customer value, and drive more revenue.
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A Snapshot of What Matters - Based on Validated User Reviews
Reviewer Insights for: ChurnZero Customer Success Platform
Performance of ChurnZero Customer Success Platform Across Market Features
ChurnZero Customer Success Platform Likes & Dislikes
1) Flexible Playbooks/integrations: We were able to plug in our product data and build in automations to suggest actions to our team. These can be accepted or not, allowing our team space for professional judgement 2) Standardize Journeys: This was a relatively low effort way to provide our team with task lists tailored to the relevant product. Again, it gave our folks a framework while still leaving opportunities to make flexible judgments based on the situation. 3) Live Reports: We are able to live exports into Excel, which is highly useful when working cross functionally with teams who don't want to log into another system purely to view progress
The platform has good options for tracking customer information and creating some automatic reminders and steps that can make the CSM's life easy
What I love most is being able to see exactly who logs in to the platform and how frequently they sign in. I also love that I can see which features of the platform the cliebt uses. There are graphs for both of these that help me keep track of what a client has been doing. There is also an area that allows me to see all communication between my client and anyone at my company. Its such a great feature to have!
1. The Zoom integration leaves a lot be desired, which is unfortunate, because it is our best source of customer information 2. No code report generation can be complex for multi clause needs. Many smaller reports needed to be compiled to apply complex criteria. That said, once built, it worked like a charm. 3. Not all data can be neatly exported via .csv. This is not a daily limitation, but can cause difficulties if other stakeholders would like to explore the details in another system.
Lack of HTML editor for documenting meeting notes, requires a lot of manual effort to build playbooks. As a Customer Success company, I'd expected ChurnZero to have more out-of-the-box knowledge, libraries and best-practices that can be easily implemented
The interface can feel a bit cluttered, I wish it was slightly more user friendly. The playbooks/journeys can be time consuming. I wish the reports had more customization options.
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Peer Discussions
ChurnZero Customer Success Platform Reviews and Ratings
- Director of SalesGov't/PS/EdEducationReview Source
Flexible Automations and Standardized Journeys Balance Efficiency With Human Expertise
Our initial implementation was rough, but once this was identified, we received a new rep who is fantastic. While our use case isn't exactly ChurnZero's bread and butter, it did allow us to sufficiently automate many manual tasks, letting us focus our human capital on customer facing and complex issues. - Business Development Associate50M-1B USDSoftwareReview Source
Churnzero for Client Tracking
I use ChurnZero mainly to check on my client’s usage in our platform. It allows me to see how often they log in, what features in the platform they use, and also all communication with the client. It helps me get a full and clearer picture into each of my clients. - Customer Service & Support AssociateGov't/PS/EdEducationReview Source
Centralized Platform for Managing Client Interactions and Identifying Churn Risk
ChurnZero has allowed our organization to see the real risk of our client's churning. This product has enabled us to keep all meetings, support tickets, and sales team notes/impressions all in a single source of truth. - Manager, Project Management50M-1B USDSoftwareReview Source
Promising, just not there yet
Good but can be great need to have more interactions and engagement to help build a better usage from this, all we have now is a bunch of data points and ready access to data but it's not adding value to us for now. - Manager, Customer Service and Support<50M USDSoftwareReview Source
Churn Prediction and Support Meetings Praised Amid Data Import Difficulties
The ChurnZero team is impeccable. Their customer experience stats are off the chart. Will definitely advocate to renew our subscription.