ChurnZero Reviews & Product Details

The health scoring metrics and flexibility to integrate usage statistics within our platform into the overall health evaluation of our customers are fantastic and not something i had access to in my old role. This ability has meant aggregating customers is far easier, streamlined and scalable. Review collected by and hosted on G2.com.

The health scoring between parents and children accounts is tricky to navigate and to ensure the system shows a correct churnscore.

Specifically, when averaging a churnscore across child churnscore across multiple children, excluding the parent from this average churnscore is quite unhelpful. Review collected by and hosted on G2.com.

I love the overall interface of ChurnZero and how easy it is to learn and use the platform. The various filters to create segments helped me a lot when I was new to ChurnZero, especially in creating my own segments. The initial setup was not hard at all, as it was easy to understand and use. I also like that I've integrated ChurnZero with Outlook and Calendar. Review collected by and hosted on G2.com.

Well the ChurnScore aspect of an account can be better, on what bases the ChurnScore can be calculated. Review collected by and hosted on G2.com.

Because it's a CS tool built by CS experts, it's structured to be useful and intuitive to those in the role. For a fledgling CS team, this has been invaluable in guiding us down the right path. Our assigned CSM on the CZ side has been a tremendous resource as well, using his experience with the tool and his years in the software industry and customer success in general to help us make the right decisions for our organization. Our CSM ensured that the implementation was seamless and easy for the team, that training was completed, and continues to assist regularly when we have questions or concerns. This connection and reliability means that our CS team lives and breathes in CZ and are in the application every day. Review collected by and hosted on G2.com.

From an operations perspective, I find that the reporting is not very intuitive, and I often have to create multiple dashboards to get the data I want. I love the in-built Salesforce integration but would love more plug-and-play connections to some of our other tools, like monday.com, Clockify, and even Slack. Review collected by and hosted on G2.com.

I appreciate the automation, user-friendly interface, and the convenience of having all my account information accessible in a single dashboard. The playbooks have been especially helpful for managing recurring communications. ChurnZero has become the tool I rely on most for my daily tasks. Our Success Manager, Elise, is excellent at providing education and solving problems. I genuinely enjoy our interactions, and I always leave each call with actionable to-dos and real solutions. Review collected by and hosted on G2.com.

I would love to see more reporting functions available within our plan. I am looking to integrate my Fireflies AI into the notes section and our internal product feedback tool to help inform overall customer sentiment. Review collected by and hosted on G2.com.

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 appreciate ChurnZero for helping us organize our books of business and provide a quick view of customer information. It integrates with our software and HubSpot, allowing us to track key usage data and customer trends effectively. The ability to get detailed profile information for each customer is crucial, especially compared to other systems where this information was difficult to access. I also like that we can run campaigns based on the products customers are or aren't using. Review collected by and hosted on G2.com.

The client summaries are a little clunky. They give a good initial picture but I don't rely on them fully. I'm not sure if the system is picking up all of the communication with clients or that it understands the context well. 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 is a very strong Customer Success platform with a clean, intuitive UI and a lot of depth once you get under the hood. The support team is consistently responsive and knowledgeable..

One of the biggest differentiators for us is the Live Export functionality to Google Sheets, which allows us to manage and extend dashboards outside the platform without losing freshness. That flexibility is huge for our team and leadership.

The design and configuration experience is modern and easy to work with, and it’s clear the product team is staying ahead of the AI curve with new feature sets and enhancements that feel purposeful rather than gimmicky. Review collected by and hosted on G2.com.

The onboarding journeys and initial setup could benefit from some simplification, especially for more advanced use cases. While the platform is very powerful, new users can feel a bit overwhelmed early on without clear opinionated defaults.

Once you’re up and running, things click quickly, but reducing early complexity would improve time-to-value. Review collected by and hosted on G2.com.

I like ChurnZero's interface because it has been very easy to navigate to accounts and review the account history within minutes, which helps get up to speed on clients. The integration with communication channels is great too; I enjoy being able to sync with my email and having an at-a-glance view of my calendar. Review collected by and hosted on G2.com.

I'm finding it challenging to understand how segments can be created under different tabs. There seems to be a potential for duplicates because segments can be created on both a user level and a corporate/global level. Also, a user has to become familiar with the filters to know what can be created. It would be great if there was a test or training environment for users in addition to the visual aids in the training courses. Review collected by and hosted on G2.com.