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seit 15 Jahren bei der Softwareauswahl

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.

Wer verwendet ChurnZero?

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

ChurnZero Software - 1
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ChurnZero

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Die grünen Bewertungsbalken geben an, welches Produkt gemessen an der Durchschnittsbewertung und der Zahl der Bewertungen am besten abschneidet.

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Bewertungen über ChurnZero

Durchschnittliche Bewertung

Gesamt
4,7
Benutzerfreundlichkeit
4,3
Kundenservice
4,9
Funktionen
4,4
Preis-Leistungs-Verhältnis
4,7

Nutzerbewertungen nach Unternehmensgröße (Angestellte)

  • <50
  • 51-200
  • 201-1.000
  • >1.001

Bewertungen nach Punktzahl finden

5
75%
4
23%
3
1%
2
1%
TJ
TJ
Chief Operating Officer in USA
Verifizierter Nutzer auf LinkedIn
Computer-Software, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

ChurnZero gives you the most bang for your buck!

5,0 vor 3 Jahren

Vorteile:

The best thing about ChurnZero's software is the responsiveness of their team and their reflective approach to product development. Their CS team is best in class, and their product is constantly updating to reflect requests from customers. Integrations are a breeze with them, which helps us remain flexible as we need new data in ChurnZero from various sources.

Nachteile:

There are times where the UX is confusing to me, but once I figure out how to find something, its very easy to use.

Doug
Doug
Sr. Customer Enablement Manager in USA
Verifizierter Nutzer auf LinkedIn
Computer-Software, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Game Changing CS Platform for Companies of All Sizes

4,0 vor 2 Jahren

Vorteile:

The CZ team and culture are easily two of the most important factors in why we chose ChurnZero. They're tremendously responsive, incredibly supportive, and understand the CS is a growing field and no one has all the right answers all the time. Our team has been able to adopt and onboard the CZ platform with ease and without an administrator being dedicated to its setup. The ease of configuration, implementation, and integrations were key to being successful immediately. Big shoutout to [SENSITIVE CONTENT] - our Success and Implementation team. The support we've gotten has been next-level, and I owe a huge amount of our success with the system to the CZ team proactively knowing what we'd need and leaning in to assist.

Nachteile:

The UI can be clunky. I really hate the slide out drawer nav ... but there really aren't any details of the system where there are complete misses.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 11–50 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung
Quelle: GetApp

Ok Tool but Will Deceive to Close the Sale

2,0 vor 5 Jahren

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 von ChurnZero

vor 5 Jahren

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.

Pauline
CS Operations Senior Manager in UK
Computer-Software, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Great CS platform

5,0 vor 3 Jahren

Kommentare: CZ makes it much easier to segment clients and contacts, and to reach out to the right accounts and contacts. Plays and Journeys are sometimes a bit difficult to link (emails to be sent semi-automatically after a specific step of the journey has been completed for example) and Journeys are really something the CSMs struggle dealing with. Otherwise, the Support is always very reactive.

Vorteile:

Multi-currencies, Integrations with other tools we use internally (Salesforce, Wootric, Webhooks, Intercom), ability to create as many segments as needed, native NPS surveys

Nachteile:

Custom dashboards not being included in the standard plan (we have to export the data every time outside CZ to provide the team with graphs), NPS Surveys available only in one language (sending NPS Surveys in different languages means creating different surveys which will result in having several NPSs for the same product - which is not what we want)

Doug
Manager, Corporate Customer Success in USA
Computer-Software, 501–1.000 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

In Betracht gezogene Alternativen:

The software is great, the team is amazing

5,0 vor 3 Jahren

Kommentare: Five out of five starts. The team has been amazing from the start, and we're excited to be a part of the CZ Community. No software is perfect, but ChurnZero definitely puts customers first, and we've enjoyed every minute of the partnership so far.

Vorteile:

The team that supported our onboarding and success has been absolutely next level. Through the entire sales/post sales process, our organization has felt like a priority, and the CZ team has seamlessly handled every curveball we've thrown. For the last 2 years, our org has operated without a CS platform, so bringing ChurnZero in to the fold has been an immediate game changer for our CS org. The ease of use for CSMs, the increased visibility into tasks, responsibilities, and journeys/plays has made our team more efficient than ever. As we continue to develop our use cases and build out the platform, we continue to be impressed with the capabilities to support our needs. We're still early in our lifecycle with ChurnZero, but have been blown away. As we continue to dig in, we know there's a lot to do, but we're excited at what the platform has unlocked for us already!

Nachteile:

The only downside is the inability for an admin to delete custom fields that they created on their own (requires a support ticket). I understand the purpose, but as someone who builds first and thinks later, this leads to a bit of a slow down when I need to go back and clean things up. On that note, the support team has been incredibly responsive and supportive. Second "negative" is the lack of flexibility with the default "dashboard" the command center. Our CSMs/segment leaders would love the ability to create/define/build their own weekly views, but we've been able to make do with the default command center and some custom dashboards.