ChurnZero Reviews & Product Details

The level of organization it allows me to have is a huge win. Since I’m balancing software implementations, customer support, and my responsibilities as a CSM, I haven’t had the time to fully set up CZ the way I envision yet. My goal is to eventually take full advantage of its automation capabilities—automated emails, proactive reminders to reach out to clients, and continuing to build on our ChurnScores.

Even without having everything set up, the features I’m using right now—notes, contacts, journeys, and some playbooks—have already made my life 1,000 times easier. I’m excited to keep building out the system and finding more ways to use it to stay organized, work more efficiently, and stay proactive with my clients. Review collected by and hosted on G2.com.

I just don’t have enough time to build it out further so it can better assist me with my work. Review collected by and hosted on G2.com.

Some of the tools that I like best are how easy it is to map and track usage data directly in our platform without the need to involve our developers. Devless has been such a time saving tool that gives great insights and allows for seamless integration with our platform. I also really appreciate the bi-directional sync with ZohoCRM as well as incorporating other Zoho tools that we use to allow for synthesized customer data from multiple locations which allows for actionable insights across teams and prevents siloed data. The onboarding process was incredible with well crafted lessons and tasks as well as a comprehensive knowledge base / academy which allows me to easily find answers for new challenges. I particularly love the success centers and walkthroughs as well as their reports which offer great customization and customer support. Review collected by and hosted on G2.com.

There are a lot of excellent tools for planned and scheduled actions, however, I wish spontaneous and one time actions were better supported in the platform. There are loopholes around these issues but I think this is a growth area that could better the platforms functionality and diversify its usability to different types of companies. The pricing made it a little hard to gather buy-in, however overall the return of investment has been substantial and well received. Review collected by and hosted on G2.com.

Churn Zero is critical to helping us keep track of our interactions with our greater customer base at Interplay Learning. It's both simple to use, but also extremely powerful making it an incredible tool in the right hands. The ability to track interactions, emails, create email blasts, utilize segments, etc is absolutely critical in regard to how we interact with our customers and how we keep visibility of those interactions across several different groups within our business. Review collected by and hosted on G2.com.

I can't think of anything specific that I don't like?? Review collected by and hosted on G2.com.

I love that ChurnZero can serve as my source of truth by connecting to—and pulling in—so many data points from our other company applications. That makes it much easier for me to build a complete picture of each customer’s history and needs, both before I engage with them and while I’m working with them.

I also love how many tools there are for customer engagement, from Playbooks and Journeys to Success Plans, and how easy it is to choose what’s right for each situation.

The addition of AI agents within the tool has really changed how we can analyze and choose the best path for our customers. Their are tons to choose from and they are very simple to actually use in the system.

If I had to rank my likes, my favorite thing about ChurnZero is actually the Academy, where I can watch videos and learn how to use the system more fully. I really appreciate the amount of training available, because it helps me take advantage of all the cool tools within the product. Review collected by and hosted on G2.com.

The only downside I can think of is that there are so many options to choose from that it can feel overwhelming at times. To narrow things down, I often lean on my coworkers’ experience to decide which tools are most applicable to our customer base, so we can maintain a unified internal procedure when helping our customers. Review collected by and hosted on G2.com.

Task management across teams is incredible. The plays and different tasks that spin up based on what has been completed, turned in, or left undone makes my life as a CSM much easier! Review collected by and hosted on G2.com.

I've been a CZ user for about 8 months and I've not run across a strong dislike in the system. Review collected by and hosted on G2.com.

I use ChurnZero to track accounts, proactively prevent churn, streamline our work, and save time. It’s simple to manage and doesn’t take a whole team to run, but it’s powerful and can do almost anything I need it to do. I like using segments to find data quickly, plays for outreach at scale, and dashboards to visualize data and take action. Compared with Gainsight, ChurnZero is much easier to use and manage, and our existing CSM team leads can manage it. Implementation was easy, though it required time. Review collected by and hosted on G2.com.

I’d like to create a ChurnScore by product instead of having scores be all or nothing. Inline editing is one account at a time, and I’d like to edit from a segment or dashboard without opening a window and update multiple accounts at once. Plays can only update certain elements. Dashboards can do most things, but they have limitations: I can’t edit data directly on a dashboard, and I’d like more ways to disaggregate. Compared with Gainsight, ChurnZero has fewer dashboard features and less control over health scores. Review collected by and hosted on G2.com.

We moved from managing customer information across Salesforce and Excel spreadsheets to ChurnZero, and having everything in one place has made a huge difference. Being able to create reports and segments based on almost any field gives us much better visibility into our customers and makes managing a book of business significantly easier.

As both a CSM and a ChurnZero admin, one of my favorite things is the flexibility. I’ve been able to create custom fields, segments, and processes that I had always wished we had as CSMs. We can customize ChurnZero around what our CS team actually needs rather than being limited by what is already available.

The UI is very user-friendly and intuitive. ChurnZero is one of those platforms where you can start using it without needing weeks of training. Even with all the capabilities it offers, it is surprisingly easy to learn and navigate. It integrates will all of our other softwares so this is a big +.

I have been using it for over 2 years, it has never crashed, I never needed to open a support ticekt for a bug...this is HUGE.

The price is reasonable compare to other CSM products in the market.

Their support team is excellent and responds very quickly. When you are an admin and need an answer to keep something moving, having responsive support makes a huge difference.

Tina, our previous ChurnZero CSM, was top-notch. She was knowledgeable, responsive, and genuinely invested in helping us get more value from the platform.

We are still a long way from using everything ChurnZero is capable of, which actually speaks to how much the platform offers. There is so much more we can continue to build, automate, and improve as our CS organization evolves. For me, ChurnZero has become a must-have tool for a Customer Success team. Review collected by and hosted on G2.com.

There is not much that I dislike about it. It is just sometime creating a specific segment is dififcult as I do not know which field I need to use. Review collected by and hosted on G2.com.

The ease of identifying accounts that aren't using our system, or specific parts of our system. Then being able to quickly contact them with targeted communications. The health scores really help us to identify trends and act based on them. Review collected by and hosted on G2.com.

So this isn't really a dislike, but with a system like this as you'd expect there's quite a lot of work in setting it up and ensuring the data quality is good. Review collected by and hosted on G2.com.

The most helpful thing about ChurnZero is that, as a CS, it gives me the most useful information I need about my accounts all in one easily accessible place. It’s also very easy to enter information about my accounts so I can review it later. One of the best features is the AI tool that sends a follow-up email after I add a transcript. It’s super helpful, and it even fills in the recipients’ email addresses for me based on who was in the meeting. It’s a real life- and time-saver. Review collected by and hosted on G2.com.

One thing that’s confusing is that we have to create a segment. As a new user, it can be hard to filter through tasks and find accounts. Once you get the hang of it, it’s okay, but at the start it isn’t very straightforward to know where to look. After completing the training, I understood it much more. Review collected by and hosted on G2.com.

I love how ChurnZero provides incredible insights into the key performance indicators for customer success, particularly with onboarding and beyond. The software's ease of navigation, including the user interface, reporting, and tasks, makes it a pleasure to use. Creating operational efficiencies and automation is seamless. I also appreciate the exceptional onboarding and training process, which was a clear 10 out of 10, simplifying the complex implementation we needed. The support team is also fantastic; they're quick and responsive, whether reaching out to our customer success manager or support. One of my favorite features is their playbooks, which automate tasks and help in maximizing customer engagement and retention. Review collected by and hosted on G2.com.

One challenge we faced with ChurnZero was the initial setup, which was quite a heavy lift since we weren't switching from another product. We were starting from scratch and had never used software like this before, so it wasn't an easy process. However, the experience was improved with the support from the ChurnZero team, but still, the setup required significant effort from our side. Review collected by and hosted on G2.com.