ChurnZero has been a huge help in getting my technical team focused on actual customer-facing work instead of digging through dashboards all day. We leaned heavily on Plays, which made it really clear what needed attention and let my team spend their time doing the work rather than interpreting metrics.

It also gave us visibility into our active projects without anyone feeling like they were being micromanaged or forced to update the same information in a dozen different places. For a team juggling a lot of moving parts, that mattered. Review collected by and hosted on G2.com.

On the downside, the no-code reporting can get pretty heavy if you have complex or layered requirements. And when my board wanted raw data exported into Excel to blend with other systems, it was harder than it should be to get something clean and reliable. It sounds like some of the newer AI-driven outbound connections may solve that, but it wasn’t quite there yet when we needed it. Review collected by and hosted on G2.com.

There is a lot to appreciate here. The user interface is clean and intuitive, making it easy to navigate. As admins, we find it simple to use, which helps us work efficiently and spend less time on configuration, allowing us to focus on other projects and initiatives. The platform provides a comprehensive view of the customer and integrates well with our existing tech stack. Additionally, the rapidly evolving roadmap consistently delivers new, useful features and enhancements that are almost entirely free of bugs. Review collected by and hosted on G2.com.

At times, there are limitations on certain features that render them unusable for our needs. For instance, the default 'my dashboard' isn't accurate for us because it relies on fields that we don't utilize. It would be much more helpful if we could configure this feature to better suit our business and make it truly useful. Review collected by and hosted on G2.com.

I like ChurnZero because it actually makes my job easier. It gives me a clear view into how clients are using the product, nudges me when someone might need support, and helps me stay organized without feeling robotic. It lets me reach out at the right time, with the right context, so conversations feel helpful, not forced. Review collected by and hosted on G2.com.

Sometimes I feel that it can be hard to find client communication within ChurnZero. It also rates clients at a very high level “churn” score even when the client has been using the platform somewhat frequently, so I find that misleading. 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.

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 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.

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.

As a Client Success Manager, Churn Zero acts as a one stop shop for all of my reporting and documentation needs on a daily basis. It allows me to easily track client engagements and document detailed notes about those engagements in easily visible places throughout the platform. Additionally, I can easily track tasks that help me action on our client engagement model so things don't get left behind. I also appreciate how Churn Zero integrates with Salesforce for accurate and automated tracking. Review collected by and hosted on G2.com.

Sometimes I find it difficult to navigate creating and running reports in the platform. However, this is not something I'm doing often and may just be due to limited use. Review collected by and hosted on G2.com.

Certainly! Here's a concise review for you:

ChurnZero's customizable fields are incredibly useful. The user-friendly interface empowers our CSMs to adapt quickly to changes and address health-related inquiries. Overall, it's a fantastic tool that continuously improves with excellent customer support and feedback. Review collected by and hosted on G2.com.

While there are very few things that I dislike about ChurnZero, I do believe that adding a playbooks tab directly in an account view would be very beneficial for tracking timeline progress specific to an account. Review collected by and hosted on G2.com.