ChurnZero

ChurnZero

von ChurnZero

Wer verwendet ChurnZero?

ChurnZero wurde für Unternehmen mit einem digitalen Abonnementmodel (SaaS, Inhalte, Dienstleistungen) entwickelt, bei denen Kundenengagement für den Kundenerfolg entscheidend ist.

Was ist ChurnZero?

Die SaaS-Plattform von ChurnZero hilft Unternehmen mit einem Abonnementmodel, Kundenabwanderung zu bekämpfen. Die Plattform ist so konzipiert, dass sie sich in CRM-Systeme und in eine Anwendung oder einen Dienst integrieren lässt. So hilft ChurnZero Unternehmen, zu verstehen, wie ihre Kunden ihr Produkt verwenden. Zudem bewertet die Anwendung ihre Zufriedenheit und die Wahrscheinlichkeit, dass sie ihr Abonnement verlängern. Sie bietet dem Unternehmen die Möglichkeit, die Kundenerfahrung durch zeitnahe und relevante Touchpoints, einschließlich In-App-Inhalten, zu automatisieren und zu personalisieren.

ChurnZero – Details

ChurnZero

http://churnzero.net/

Gegründet 2015

ChurnZero – Kostenübersicht

ChurnZero bietet keine Gratisversion und keine kostenlose Testversion.

Kostenlose Version

Nein

Gratis Testen

Nein

Einsatz

Cloud, SaaS, Web

Training

Persönlich

Live Online

Webinare

Dokumentation

Kundenbetreuung

Support während der Geschäftszeiten

Online

ChurnZero Funktionen

CEM Software (Customer Experience Management)
Analytik
Befragungs-/Umfragemanagement
Dashboard
Empfindungsanalyse
Kundensegmentierung
Multichannel-Datenerfassung
Negatives Feedback Management
Prädiktive Analytik
Textanalyse
Wissensmanagement
Einstellungen (Personalbeschaffung)
Ertragsmanagement
Gesundheitswerte
Gewinn- / Verlust-Analyse
Kommunikationsmanagement
Konto-Benachrichtigungen
Kontoverwaltung
Kunden-Lebenszyklus-Management
Kundenbindung
Nutzungsverfolgung/-analyse
Abwanderungsraten-Management
Analytik
Community-Management
Feedback-Sammlung
Gamification
Inhalt-Syndizierung
Kommunikationsmanagement
Live-Chat
Video-Inhalte

ChurnZero – Nutzerbewertungen

Zeigt 5 von 73 Nutzerbewertungen

Gesamt
4,8/5
Benutzerfreundlichkeit
4,4/5
Kundenservice
4,9/5
Funktionen
4,5/5
Preis-Leistungs-Verhältnis
4,7/5
Winnie I.
Vice President
Unternehmensberatung, 13-50 Mitarbeiter
Verwendete die Software für: 6-12 Monate
  • Gesamtbewertung
    5/5
  • Benutzerfreundlichkeit
    5/5
  • Eigenschaften & Funktionalitäten
    4/5
  • Kundenbetreuung
    5/5
  • Preis-Leistungs-Verhältnis
    5/5
  • Wahrscheinlichkeit der Weiterempfehlung
    9/10
  • Quelle des Nutzers 
  • Bewertet am 30.10.2017

"Great CS platform for SaaS businesses"

Kommentare: - 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

Vorteile: 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!

Nachteile: 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.

  • Quelle des Nutzers 
  • Bewertet am 30.10.2017
Daniel F.
Majors Account Manager
1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
  • Gesamtbewertung
    5/5
  • Benutzerfreundlichkeit
    5/5
  • Eigenschaften & Funktionalitäten
    4/5
  • Kundenbetreuung
    5/5
  • Preis-Leistungs-Verhältnis
    Nicht bewertet
  • Wahrscheinlichkeit der Weiterempfehlung
    Nicht bewertet
  • Quelle des Nutzers 
  • Bewertet am 13.11.2017

"ChurnZero has changed the way I manage my clients, making it easier successfully do my job!"

Vorteile: I am constantly working with clients and scheduling calls, so ChurnZero is great for me to quickly check usage reports, recent activities, and even active contacts. There have been a few times I've been able to identify new users simply from the CZ dashboard or my custom alerts, which has helped me to be visible to everyone I should be engaged with. The trigger emails/custom alerts I mentioned are lifesavers. I've been able to promptly address potential client "fires" with the client before the client brought them up to me. This positioned me as a knowledgeable ally and resource that they can come to for assistance.

Nachteile: There's not much to dislike with the service. Sometimes the ChurnScore might not be as representative of my clients' health, but that is basically subjective to each client and their own strategy & use of their platform.

  • Quelle des Nutzers 
  • Bewertet am 13.11.2017
Verifizierter Rezensent
Data Analyst
Informationstechnologie & -dienste, 13-50 Mitarbeiter
Verwendete die Software für: 1-5 Monate
  • Gesamtbewertung
    2/5
  • Benutzerfreundlichkeit
    2/5
  • Eigenschaften & Funktionalitäten
    2/5
  • Kundenbetreuung
    1/5
  • Preis-Leistungs-Verhältnis
    1/5
  • Wahrscheinlichkeit der Weiterempfehlung
    1/10
  • Quelle des Nutzers 
  • Quelle: GetApp
  • Bewertet am 18.12.2018

"Ok Tool but Will Deceive to Close the Sale"

Vorteile: Journeys and Plays both have some great elements to them.
Journeys for tracking the path of an account through their experiences.
Plays for automation or processes.

Nachteile: During the sales process they told us their integrations worked a certain way and they had certain functionality that they later told us did not work when we tried to get it up and running during the onboarding process. Unfortunately, this occurred quite a few times with little to no recourse. It is very clear that their team is ok with stretching the truth or not giving the full answer in order to close a sale. If they had been honest with the functionality the whole time it would have been easier to adapt but unfortunately, they kept changing their story causing us to lose time and money in continually changing our processes to suboptimal methods as they revealed the product did not work as expected. Particular pain points:
- Emails can be sent from ChurnZero but only with one recipient.
- Despite claiming to have a Segment integration, it is not a full integration and is intended for only events. They can set it up to accept attributes but it can be very glitchy.
- The HubSpot integration is only "bi-directional" for some attributes and not others. This is not outlined anywhere.
- The HubSpot sync only syncs tasks, there is no sync for emails or notes.
- The Custom Table interface (where integrations sync to) is really badly formatted making it difficult to read.
- The HelpScout sync only shows a small preview and formats badly to where the small preview takes up the whole page making it difficult to easily see past conversations.
- If a Play is created for an account it creates it for every single contact on the account even if it's just creating a single task for the account
- The UI is a little glitchy in places formatting weirdly
- There's no way to add your own attributes or upload csvs, all this needs to be done by sending the information to their team.
- There is no way to customize how many accounts appear in their lists (known as Segments) meaning only 10 accounts can be viewed at a time (a big pain points for CSMs skimming their account list).
I'm sure there's many other nuiances we still have yet to discover. We were really excited for this tool and the possibilities but unfortunately it has been a lot of let-downs in the functionality.

Antwort des Softwareanbieters

von ChurnZero an 26.12.2018

Thanks for the review. It is appreciated and I'm sorry we got off to a bad start.

1) I do object to the word "deceive"; it may be miscommunication or lack of deep knowledge or even sloppiness. Since we, of course, believe in customer success, we know that deception at any point bites back. We wouldn’t knowingly deceive, but we'll work to improve in our communication to customers and prospective customers alike.

2) We do see consequences from this problem and you have been given recourse. We have changed our development schedule to build functionality to bridge the gap here. This is the price we are paying from the problem and it is a big one. We will strive to deliver on what was promised to you and your team.

3) Thanks for the thoughts on some of the other features. They are great feedback for our team. I will make sure they read this.

I believe we have tried to make right what was a bad start to the partnership. I hope we can continue to show that we have the best interest of our customers in mind.

  • Quelle des Nutzers 
  • Quelle: GetApp
  • Bewertet am 18.12.2018
Craig P.
Director of Customer Success
Informationstechnologie & -dienste, 13-50 Mitarbeiter
Verwendete die Software für: 6-12 Monate
  • Gesamtbewertung
    5/5
  • Benutzerfreundlichkeit
    5/5
  • Eigenschaften & Funktionalitäten
    4/5
  • Kundenbetreuung
    5/5
  • Preis-Leistungs-Verhältnis
    4/5
  • Wahrscheinlichkeit der Weiterempfehlung
    10/10
  • Quelle des Nutzers 
  • Bewertet am 20.8.2019

"Great insights at the click of a button"

Kommentare: Overall we are happy with CZ. The CSM we have been assigned to is great, and is always very responsive when I have a question. CZ has certainly given us a glimpse into our customers that we did not have before.

Vorteile: Consistent theme throughout the product makes it easy to figure out.
Shows great insights into your accounts, and you can manipulate the data to see exactly what you want.

Nachteile: Data is pushed in 1 day after it occurs
Lack of time of day activity is occurring reporting, only total for the day.

  • Quelle des Nutzers 
  • Bewertet am 20.8.2019
Andrew S.
Customer Success Manager
Internet, 13-50 Mitarbeiter
Verwendete die Software für: 6-12 Monate
  • Gesamtbewertung
    5/5
  • Benutzerfreundlichkeit
    4/5
  • Eigenschaften & Funktionalitäten
    5/5
  • Kundenbetreuung
    5/5
  • Preis-Leistungs-Verhältnis
    Nicht bewertet
  • Wahrscheinlichkeit der Weiterempfehlung
    9/10
  • Quelle des Nutzers 
  • Bewertet am 27.8.2018

"Great for tracking your customers progress... or lack-thereof if that's the case"

Kommentare: It's been a positive experience. We have a lot of data and narrowing down what we want to track and where/when was key to getting this up and running better. Now that we've worked out a few of our own kinks ChurnZero is running very smoothly and allowing us to track the data we didn't have before. Putting us a step ahead of our clients instead of 2 steps behind.

Vorteile: ChurnZero has been very responsive with our request, even though they can't meet all of them we've gotten great feedback from them. It's great to have a system that tracks what our customers are doing and we're able to set up benchmarks for them to hit with reminder task and all of that fun stuff.

Nachteile: Not much here. Only thing that I've heard a lot about is being able to CC people on the same email that are from the same company when using plays or journeys, right now it's all individual emails, so 7 people from the same company will get the same exact email but as an individual. It's a feature request and we cross our fingers for this in the future

  • Quelle des Nutzers 
  • Bewertet am 27.8.2018