ChurnZero Reviews & Product Details

What do you like best about ChurnZero?

The level of detail it provides from users, events, dates, attributes, everything you need to track the usage trends and find opportunities to improve the engagement. The access to surveys responses that allows to understand better where strengths and gaps might be. And everything being registered and available in real time. The pre-built dashboards are very useful and oriented to main needs but the flexibility to build your own really allows to customize every single detail based on your own definitions and objectives. It is very intuitive for start using it by your own. It is definitely a tool that I as a CSM use on a daily basis for several activities in my role. Review collected by and hosted on G2.com.

What do you dislike about ChurnZero?

I wish there could be more detailed tutorials in video for basic, intermediate and advanced settings or users. I feel like the reference guides are very detailed but when you have a specific question it can be hard to find the answer you need in the moment. Review collected by and hosted on G2.com.

What do you like best about ChurnZero?

ChurnZero has given us to tools to accurately track our customer sentiments both objectively and subjectively. As an Admin, I have gleaned a wealth of data from creating custom dashboards, enabling me to make informed decisions that impact our customers and team members. I am by no means a professional data analyst, but you do not have to be to organize and collect your data into meaningful dashboards and visual representations of your current state, using Churn Zero.

Additionally, the automation of customer playbooks and the customizability for each situation are so robust and easy to use. If there were any roadblocks or barriers, our Account Manager, Jeff, or ChurnZero Support were quick to respond and offer some help or a solution.

I have grown in my role because of a product like ChurnZero. I have been able to be an informed and impactful leader partly due to having this tool. Review collected by and hosted on G2.com.

What do you dislike about ChurnZero?

The UI updates have been less intuative as more iterations have come out which has affected my teams experience overall. Review collected by and hosted on G2.com.

What do you like best about ChurnZero?

One thing I really like is how intuitive it is to connect it with different SAAS tools like Snowflake. Review collected by and hosted on G2.com.

What do you dislike about ChurnZero?

I wish there were more logging capabilities in CZ. For example, something we struggle with is figuring out how some accounts and users are created. The Dev console is somewhat helpful here, but it would be nice if it was a bit more granular when logging, and that log is shared with the CZ designated admin. Review collected by and hosted on G2.com.

What do you like best about ChurnZero?

- Alerts for each segment created

- Ability to segment accounts by any possible metric

- Being able to take endless factors into account to create a Churn score for each account

- A number that calculates the probability to churn.

-CZ integrations with other platforms are very useful for me

- gives us automation to our workflow to our CS Team

- Customer Journey is great.

- Survey about CSAT and NPS

-Health Score

- Email Marketing

-To-Do List

- Better understanding of which clients are high/medium/low risk of churning

- I can stay more in touch with all of my accounts and it takes much less time

-Custom Dashboards Review collected by and hosted on G2.com.

What do you dislike about ChurnZero?

We must spend a lot of time to configure it since it has many possibilities and although the system is user-friendly, it sometimes takes its time.

If I edit my name it modifies all the segments to which I am associated

CZ is constantly improving so I always see possibilities for them to add functionality.

it's hard to find negatives to the product. Review collected by and hosted on G2.com.

What do you like best about ChurnZero?

I enjoy that it integrates with Outlook and Salesforce. This helps a lot in creating dashboards to visualize the data. Churnozero is easy to use and understand; it makes the life of the user easy as you can easily have all the data you need in front of you if you know what you need. Review collected by and hosted on G2.com.

What do you dislike about ChurnZero?

Churnzero is not that smart when it comes to ingesting data and recognizing it. For example, after ingesting assets, the stored database won't remove the assets that don't exist and cause confusion when analyzing the data. I was doing a health check for a customer and questioned them about some assets that were showing up but in reality those assets had been decommissioned, the database Churnzero ingested data from had that information already updated however Churnzero itself still kept it as a manual action needed to be taken to get the assets list updated. Another thing I dislike is the inability of editing the emails it reads from outlook, instead of displaying the data as a regular task or activity you log, it shows that data as a read-only field that does not give you the ability of logging the time spent on that activity for example, so you will need to log an activity separated for that same email which is double work in my opinion. Review collected by and hosted on G2.com.

What do you like best about ChurnZero?

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.

What do you dislike about ChurnZero?

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.

What do you like best about ChurnZero?

ChurnZero gives Customer Success teams a clear view into customer health, usage trends, and engagement activity, all in one place. The platform makes it easy to operationalize proactive workflows, automate playbooks, and segment customers. Integrations with tools like Salesforce, Slack, and Zendesk help to create a seamless workflow for CSMs. I also really appreciate the flexibility in building dashboards and alerts, which allows me to focus on what matters most. Review collected by and hosted on G2.com.

What do you dislike about ChurnZero?

While ChurnZero is extremely powerful, the learning curve can be steep without proper onboarding and internal change management. The platform's flexibility is a strength, but it can also lead to inconsistencies in configuration if not governed properly. Review collected by and hosted on G2.com.

What do you like best about ChurnZero?

ChurnZero has supported our Customer Success Team's ability to add a new segment to our operations: a Rotational CSM model. As the developer of this new model, I've been able to use ChurnZero's automated playbooks that support our ability to run the Round Robin setting to assign tasks to different CSMs in our team daily. Pulling contact and account segments into those plays has offered us the level of detail we need to target accounts that might need more support in different areas of our own product. We have seen an increase in communication from historically non responsive customers by 10% since using the tools in ChurnZero. We have also easily integrated ChurnZero with our CRM, HubSpot, for constant communication with our Account Managers and the rest of the sales organization. Review collected by and hosted on G2.com.

What do you dislike about ChurnZero?

The only challenges we have faced is making sure that new features, like the Success Plans, are understood by the team and running properly. Sometimes, it can be challenging to find exactly what we're looking for in the Knowledge Base, but through reading articles and looking at the ChurnZero community, we've been able to figure it out for our business processes. Review collected by and hosted on G2.com.

What do you like best about ChurnZero?

I've used several other products, including Totango and Gainsight, among others. I purchased ChurnZero several years ago at a previous company and loved my experience so much that I purchased it again at my current company.

When you first sign with ChurnZero, you're placed into a first-class onboarding experience, with a robust team of experienced employees who help set up your instance, build your data, create initial customizations, and brainstorm with you on how to achieve things. ChurnZero integrates with numerous products and allows you to customize most aspects, including individual user dashboards and spaces, reporting dashboards, completely customized playbooks and automations, and health scores. We've been able to bring in Salesforce contract and customer data, Intercom support data, other customer support data, our product usage, and more, to create comprehensive and customized reporting and health scores.

Also, once you're up and running, you're not left alone to your devices, but meet regularly with your account owner to have check-ins on what else you may need or are trying to accomplish. We're always trying to build something new, and it's been great to have access to experts. But beyond our account owner, their Support team is quick to respond to any requests, so I know I can always get help when I need it.

We had a competitor's software for 2 years before switching to ChurnZero. Our account teams refused to use the other software - it was difficult to use, not intuitive, and the language just didn't make sense. It was also incredibly limited in what we could do. We've been fully integrated with ChurnZero for nearly 5 months, and I no longer have to chase account managers to update their accounts or log meetings. Everything is done automatically, and they are in their ChurnZero accounts all day, every day, without fuss. Review collected by and hosted on G2.com.

What do you dislike about ChurnZero?

There's very little I dislike about ChurnZero. If you're looking for a fully customizable option, this isn't for you. While it is an off-the-shelf software, it does offer some customization, although not 100%.

For instance, we calculate survey results differently than ChurnZero does, and there isn't a way for us to manually create a formula in the dashboards to calculate it our way. Therefore, I have to export survey results and calculate them in Excel or Google Sheets.

You can create custom dashboards for reporting, which I have built several for executive and board needs. However, they are not visually appealing, and there are limitations to how you can design them. But they work.

Overall, these are minor annoyances, but not enough to make us unhappy or to even say we dislike it. Review collected by and hosted on G2.com.

What do you like best about ChurnZero?

We've had ChurnZero for three years now. It has had a huge impact on how we communicate and manage our customers at scale. The custom dashboards and account insights reporting feature have provided a lot of value both internally and externally, and I love how ChurnZero has prioritized adding GenAI features to the application that are extremely valuable and help CS teams scale. Our CSM and Customer Support are fantastic. Our CSMs use this software daily. We've been able to easily integrate with many of our other tools and systems. Review collected by and hosted on G2.com.

What do you dislike about ChurnZero?

The reports / dashboards could offer more advanced graphing techniques, they are fairly basic compared to other business intelligence tools, but get the job done. Review collected by and hosted on G2.com.