ChurnZero

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.

ML - CZ Review

Kommentare: I cannot see myself using another platform other than Churnzero. It's been a tremendous help in my department.

Vorteile:

I love that I can create plays for my customers depending on where they're at in their onboarding journey. It really takes the weight off of my shoulders trying to manually create & send emails to clients. I also love the journey reports, as it's an easy way to see how many accounts are active, and which are on track, behind or stuck.

Nachteile:

I think overall I've only had positives with churnzero. I only use a few sections of the program, so my scope is limited, but the areas I have used have been fantastic.

Meh

Kommentare: Overall, I'm supposed to use this every day at work. I dislike it so much that I have to schedule time to use it weekly to do all my entries. I avoid it as much as possible.

Vorteile:

The one thing I really like about this software is the e-mail stream that it displays for each client account.

Nachteile:

This software feels cumbersome and is not intuitive at all. It's difficult to navigate and figure out where to click.

Great Platform, Great Team, Great Experience.

Kommentare: Our CSM has been a huge delight. [SENSITIVE CONTENT HIDDEN] would go above and beyond for us on multiple occasions and quite frankly the main reason why I am providing this review. Integrations available out of the box work great.

Vorteile:

Comes with a dedicated CSM! Easy integrations for the ones available out of the box Less intense of a learning curve

Nachteile:

We use Google BQ for our general product usage data and building out an API to pull this data weekly requires a lot of hours to develop on our end. This is really the only negative I have.

Useful platform

Kommentare: Our Client Success Managers at ChurnZero have always been really helpful. I like getting real time info to share with clients.

Vorteile:

I like that once it's setup , it's pretty simple to use for daily tasks. I also save a lot of time from logging into my client's accounts to manually tracking their usage. I can use ChurnZero to assess their usage for me.

Nachteile:

I can't customize the dashboard. I need time zones!

Exceptional Customer Service to Meet Unique Needs

Kommentare: The team is comprised of true professionals who seem to enjoy their job and excel at customer success.

Vorteile:

Churnzero's customer service is exceptional. Our CSM and the CX Team are quick to help understand our unique needs or issues and offer solutions.

Nachteile:

This is a robust piece of software. It takes time and effort to fully understand how to best utilize Churnzero for maximum effect. If you choose to only use 25% of the available features, you'll still be much further ahead of your competitor who is not using anything to manage engagement and adoption.

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.

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

We are fairly new to using ChurnZero but we like the flexibility of the product AND their team!

Kommentare: Usage statistics, understand customer activities/behaviors, communicate with customers using in-app and email platforms, track renewals, etc. (sure there are TONS more we have YET to discover). In general, we hope that ChurnZ will help with forecasting, identify & address at-risk customers, NPS and reporting

Vorteile:

We are fairly new to using ChurnZero but I like the flexibility it has and the amount of information we can have pulled from Salesforce. Our own company believes in visibility and with ChurnZero, for both our Support and Success team, it is starting to show just how awesome of a tool it can be! We use ChurnZero to monitor usage statistics, understand customer activities/behaviors, communicate with customers using in-app and email platforms, track renewals, etc. (sure there are TONS more we have YET to discover). In general, we hope that ChurnZ will help with forecasting, identify & address at-risk customers, NPS and reporting. Not to mention how awesome Abby was with training our team.

Nachteile:

Many of the issues are internal issues on our end such as making sure our data is clean in Salesforce and not really knowing what would be best to monitor for the health of our customers. But the more we use ChurnZ the better equipped we are at find that happy medium.

ChurnZero saves tons of time and shows me exactly which clients need attention to help reduce churn

Vorteile:

With this software, I no longer have to log in to each and every account to understand individual usage. ChurnZero provides detailed information on who, what and when specific activities occur, allowing me to quickly understand how I can best help each user. What's even better, is that you don't need to be logged in to ChurnZero to know what is happening. Having email alerts for the most important events, makes it easy to react quickly and stay in front of potential issues.

Nachteile:

There are a few more things on the wish list as far as additional alerts, but the team has been extremely receptive and just waiting on the tech to be combined with our platforms.

Almost one year in, and zero regrets

Kommentare: ChurnZero is slowly but surely making us better at Customer Success as a team. Every journey we implement, every play we create, every report we run, makes us more process-driven and less reactionary. Our ChurnZero CSM has been amazingly helpful, our onboarding specialist helped us navigate the hellscape that was our system previously, and the support team have been quick and excellent. While the software itself is great, the experience of working with the team over at ChurnZero, especially our CSM Bree, is what tips them over the bar into excellence. ChurnZero are our partners in customer success, not just our vendor.

Vorteile:

ChurnZero has an extreme emphasis on the user experience of the Customer Success Manager. This is absolutely vital. Every second one of our team spends wasting thought on "Why isn't the system working" or frustratedly struggling with some unintuitive menu is one not spent tending their book of customers. ChurnZero comes at customer success from the right angle - when customer success managers are happy and equipped, they succeed.

Nachteile:

The software isn't great at handling a multi-tenant or multi-product subscription-based SaaS product like ours. We're going to have to do some major restructuring to our account structure for the ChurnZero event tracking to actually get usable data. This is because at the time of writing journeys and events are tied to accounts rather than subscriptions or sites, which is a level of abstraction the system is not set up for. This structure is fine for single-site customers, but when a customer can have multiple products and subscriptions on their account, it gets clunky and mixed up fast.

Great Combination of Value and Usability

Vorteile:

We brought on ChurnZero to perform a few different functions. 1.) Operationalize our customer journey; 2.) Deliver more targeted user outreach, and do so more efficiently; and 3.) Have a single pane to understand our customer engagement. ChurnZero has helped us reach these goals through its straight forward but powerful user interface. The user experience is superbly intuitive which has allowed our team to quickly get key functionality set up with minimal effort. We are able to consistently refine our customer journeys and the ways in which we operationalize them because of this ease of use. We have seen benefits in terms of better customer outcomes through targeted outreach or standardized support, and substantial time savings from operational efficiencies.

Nachteile:

"Like least" is harsh terminology and there isn't really anything that meets the criteria of "not liking". One thing that would have been a nice to have is more professional services to support onboarding. We are a resource limited team who needed hands-on support to get our internal data organized for ingesting into ChurnZero. Of no fault of ChurnZero, but due to our resourcing constraints this has taken some time to accomplish - an option for a more robust onboarding would have been hugely beneficial in terms of outcomes.

A Must-Have for Customer Success

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

ChurnZero gives me a wide view of my entire client base and allows me to keep tabs on my accounts.

Kommentare: -Identify quiet clients that may be at risk
-Stay on top of my entire book, not just vocal clients
-Find new Users that I may not have been introduced to (who else is spending time in the app?)
-Reduce Churn on clients (reduce revenue loss)
-Find new ways to engage quiet clients (outside of traditional email and phone call)
-Mass update my clients (saves me time, and gives me tracking on these efforts)
-Identify up sell opportunities (generate new revenue for my company)

Vorteile:

-It is so helpful to be able to filter for different activities, and segments of clients. This gives a thorough view of all of my different accounts, and prevents clients from "slipping through the cracks". -The customizeable Churn Scores and segments allows me to define what I feel makes a "good" or a "bad" clients, so I can really control my views based off what is "important" to me. -I love the real-time alerts (that I can set and customize). This really allows me to stay on top of important issues/events (account suspension, holds). This allows me to address client issues in real time (often before the client knows there was even a problem!) -The Playbooks save me so much time, I can easily identify and mass email my clients when needed. It is great to have tracking on who engaged or did not engage with my content. -The in-app alerts are nifty too, as a different way to reach my clients outside of an email or a screenshare.

Nachteile:

-Sometimes I forget to log in to the app when I start my day. However, I still get the most important alerts emailed to me via CZ. So, even if I forget to log into the app, I am still in the know.

Get ready! ChurnZero allows you to dig as deep as you want.

Kommentare: Overall, CZ has been a good experience and it is an incredibly powerful tool.

Vorteile:

Once you get familiar with how and where to set things up, it is very user friendly. With so much in the application, the UI may initially overwhelm, but it is necessary to pack it all in. Our CSM and Support have been very responsive and helpful throughout every phase of the journey so far.

Nachteile:

This con is also a pro... there is SO MUCH in ChurnZero, it just goes deeper and deeper. You need time to practice and plan. It is a short road to get started, but a long road to get it completely dialed in the way you want. I feel the Academy brushes over topics, but leaves a bit to figure out on your own. In addition, the Knowledge base provides basic info, but you need to dig for more complex set up. The email capabilities are a major hurdle. I have spent hours testing HTML in templates, along with the message formatting. If you are used to other customer facing email platforms this leave a lot of room for improvement.

Superpowers

Kommentare: Every day I wonder if something is possible and ChurnZero makes it easy, usually to do myself, but sometimes I need the Success team to point out the obvious to me.

Vorteile:

Simple design and architecture that treats me like an adult and gives me maximum flexibility.

Nachteile:

We have a tricky requirement that isn't supported properly that makes us need certain workarounds.

Great Product and Support

Kommentare: Vanessa P has been an outstanding CSM.

Vorteile:

Creating segments and tasks are super easy and makes the day to day data easy to access. NPS can be set up very quickly and is very efficient in staying ahead of any upset clients, as well as getting reviews from happy clients.

Nachteile:

Initial setup will take some time to fully understand all of the features and how to set them up correctly

Churnzero is a major asset for our team

Kommentare: Been very smooth and very transformational for our team

Vorteile:

segmentation and automation through plays

Nachteile:

lack of custom dashboards without being on their premium tier. Also the lack of ability to reply with a play or template to an inbound e-mail is frustrating.

Know what your customers are doing and actually reduce churn

Kommentare: We faced a problem of having a lot of data points and a lot of customers with no way to monitor and analyze that information at scale. With ChurnZero we can get instant insights into how our customers are using our software. As a customer success team, we were mostly reactive before ChurnZero. We now can work more efficiently and engage with our customers in a truly proactive manner

Vorteile:

The reporting is super fast and flexible. Other teams are amazed when they see how quickly data can be pulled up and exported. They also provide excellent support from answering product questions to more advanced customer success strategy.

Nachteile:

It can take a bit of time on the implementation depending on how complex your software is. I don't really see this as a con though because any company providing this level of reporting would likely require the same effort.

Great Tool to Manage your Customers

Kommentare: I enjoy using ChurnZero to monitor my customer's overall account journey.

Vorteile:

I love the overall vision of the product. I love how it's a highly configurable tool that I can use to manage my business my way; allowing me to independently control how I manage my business without waiting for internal resources to become available.

Nachteile:

The Customer Management tools available today I would consider very basic. They are just building a digital spreadsheet of account tasks to manage, with less customization. I'd like to see more development of this part of the software to automate task assignment and completion ore more effectively.

Customer journey automation at your finger tips

Vorteile:

We are currently using ChurnZero for our onboarding program, and it has automated all tasks and communication needed for onboarding our customers. It reduces a lot of manual time that would otherwise be required of the Onboarding Manager to complete.

Nachteile:

It's not the most intuitive - we rely heavily on our CSM and Support team for any and all questions. They're lifesavers!!

Game Changer

Kommentare: I couldn't be happier with CZ. Our account rep has been amazing every step of the way. They are always very quick to roll out new features or iterate on existing ones. It's been a true game changer for our business!

Vorteile:

ChurnZero is very intuitive and easy to use. It does all the hard work of organizing my clients and tasks so I just have to log in and know exactly what to do .

Nachteile:

Getting everything configured in the beginning was very difficult. Our product is very complex so it took us a while to set everything up initially. Once that hard work was done, it's been great!

Great Customer Success Management tool

Vorteile:

Churnzero's easy implementation and integration with Salesforce is great. Having these datapoints in the tool makes it easy to analyze and set up actions accordingly

Nachteile:

I find switching between different tabs to be clunky and often discover that I did not actually click on the tab I thought I had and have to go re-click.

Great CS software.

Vorteile:

We automate: onboarding, quarterly business reviews, success planning, annual reviews, and executive business reviews.

Nachteile:

Some improvement with integrating with CRM?

ChurnZero Daily Use

Kommentare: Great way to track client usage and areas to be addressed.

Vorteile:

Using the custom dashboards has been extremely beneficial and provides an overall view of all assigned clients.

Nachteile:

For me, creating plays was not and still isn't an easy process. I must use my notes each time to prevent myself from becoming lost.