ChurnZero

by ChurnZero

5 / 5 50 reviews
ChurnZero

Who Uses This Software?

ChurnZero was designed for digital subscription business (SAAS, content, services) where customer engagement is key to customer success.

Average Ratings

50 reviews
  • Overall 5 / 5
  • Ease of Use 4.5 / 5
  • Customer Service 5 / 5
  • Features 4.5 / 5
  • Value for Money 5 / 5

Product Details

  • Free Version No
  • Free Trial No
  • Deployment Cloud, SaaS, Web
  • Training In Person
    Live Online
    Webinars
    Documentation
  • Support Business Hours
    Online

Vendor Details

  • ChurnZero
  • http://churnzero.net/
  • Founded 2015

About ChurnZero

ChurnZero's real-time SaaS platform helps subscription businesses fight customer churn. Our platform is uniquely designed to integrate with CRM systems and tightly into an application or service. In doing so, ChurnZero helps businesses understand how their customers use their product, assesses their health and their likelihood to renew, and gives the business the means to automate and personalize the customer experience through timely and relevant touchpoints, including in-app content,

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ChurnZero Features

  • Analytics
  • Churn Management
  • Communication Management
  • Community Management
  • Content Syndication
  • Feedback Collection
  • Gamification
  • Live Chat
  • Video Content
  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis
  • Account Alerts
  • Account Management
  • Communication Management
  • Customer Engagement
  • Customer Lifecycle Management
  • Health Score
  • Onboarding
  • Revenue Management
  • Usage Tracking / Analytics
  • Win / Loss Analysis

ChurnZero Most Helpful Reviews

Great CS platform for SaaS businesses

Translate with Google Reviewed on 10/30/2017
Winnie Ip
Vice President
Humantech
Management Consulting, 13-50 Employees
Used the Software for: 6-12 months
Reviewer Source 
Source: asdf
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: - Increased visibility on usage stats
- Better understanding of which clients are high/medium/low risk of churning (good for our CS team)
- Knowledge of which features of our SaaS platform are used most widely (drives more R & D and good info for our product teams)
- Smoother annual renewal process (good for our sales teams)
- Improved and consistent communication and setting up plays
- Understanding our various segments and the activities we see among them

Pros: Implementing ChurnZero has been one of the highlights of our year. It is a great feeling knowing we are proactively able to monitor client health and manage renewals appropriately. We used to track activities and usage internally but it was a much more manual process. ChurnZero's platform and sleek UX is easy to use and navigate. Reports, dashboards, and key metrics are easy to understand and digest and enable our teams to take actionable steps. In less than 6 months, we were able to not only fully implement ChurnZero but have data and analysis in time for our annual user conference in October. Our enterprise clients were thrilled with our new usage stats we were able to provide to them...definitely made us look great!

Cons: While there are options to tailor/customize certain elements (like segmentation, churn score, etc) there is still opportunity to allow further tailoring of the site and features. For example, tailoring notifications is great but having the ability to remove tags would be beneficial. Being able to see what browser our end users are using while in our platform would also be helpful because many of our customer troubleshooting begins with us identifying whether they are using browsers that are too old or are no longer being supported. ChurnZero has been good so far at listening to us and accepting feedback and helping us with implementation. I have no doubt they have good product roadmap plans and will incorporate elements as more and more of their customers suggest improvements. ChurnZero is also a very robust system and we have it integrated not only with our SaaS platform but also with Salesforce so fully implementing everything took longer than expected (~3 months). This was mainly due to our internal resources having the time to work with the implementation team (not ChurnZero's fault) but I wish we had more of a heads up prior to rolling out.

A Must-Have for Customer Success

Translate with Google Reviewed on 8/11/2017
Ghizlaine Mallek
Director, Customer Success
ExecVision
Computer Software, 13-50 Employees
Used the Software for: 1+ year
Reviewer Source 
Source: asdf
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: Increased visibility into how and when our customers interact with our platform. The ability to communicate with customers in a scalable way. The ability to build out trends and usage benchmarks as they relate to the customer journey.

Pros: ChurnZero revolutionized the way we communicate with our customers. Not only can I build targeted cadences (that include email and in-app messages) based on activity, but I can quickly search for a particular user to determine how they've interacted with our platform prior to a call. The cadence feature, known as Playbooks, is KEY to engaging with customers in a scalable fashion. I can build Plays based on activity or in-activity - meaning if a customer has not logged into our platform in the last week, they'll automatically receive a personalized message from me prompting them to do so and asking why they haven't. I've received hundreds of responses from customers telling me WHY they do / don't use specific features. I can also use Plays to specify what segments of customers see within their "Success Panel" - this is a key feature when announcing our own product releases, upcoming events, or special announcements. I always check a specific person's usage prior to hoping on a call with them - it gives me leverage in understanding their activity within our platform without having to guess or ask them. I can also keep customers accountable when they have "homework" between trainings. All in all - GREAT tool with an amazing team. I cannot say enough nice things about Abby, the VP of Product who meets with my team biweekly to discuss best practices. We're in great hands with ChurnZero.

Cons: Honestly, I can't think of anything. It'd be great if we could see which browser a user is on when interacting with our tool - this is key for us as we don't support particular browsers. When "bugs" are reported by users, we almost always ask about the browser. It'd be awesome to know this during troubleshooting but also to build a Play around this to remind folks to use a compatible browser. I'm fairly certain this is on ChurnZero's roadmap though.

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