ChurnZero Reviews & Product Details

ChurnZero - One of the Most Actionable and Powerful Tools in My Day-to-Day Workflow

I absolutely love ChurnZero! It’s one of the most actionable and powerful tools I use daily. The platform allows me to build incredibly rich, specific customer segments based on application usage, which is a game changer for targeting outreach efforts.

The ability to set success goals and track customer engagement has made it much easier to understand the direct impact of our outreach. Whether it's preventing churn or driving adoption, ChurnZero gives us the insights and tools needed to take meaningful action.

Another major highlight is the support and services team at ChurnZero – they’re always responsive, knowledgeable, and a pleasure to work with! Their dedication to helping us maximize the platform's potential makes the experience even more valuable.

Overall, ChurnZero has been an essential tool in driving customer success and I highly recommend it to anyone looking for a solution to truly understand and engage with their customers. Review collected by and hosted on G2.com.

I would love the ability to auto delete tasks in a workflow. Review collected by and hosted on G2.com.

I really appreciate how I can create segments, plays, and journeys tailored to both accounts and contacts. This functionality makes it incredibly easy to automate sending emails, update account information without manual work, and share details with external parties, all with little effort once everything is set up. ChurnZero has empowered us to nearly double our customer base without needing to add more team members, since it handles so many tasks for us. Also, there is a good amount of resources and articles to self-serve when you are trying out a new workflow. And if that doesn't work, I know I can rely on their customer support team and our CSM (shoutout Alex!!). Review collected by and hosted on G2.com.

My main concern with ChurnZero is the limited flexibility in how ChurnScores are calculated. While I understand the reasoning and intention behind their approach, I find the process less intuitive than I would like. Review collected by and hosted on G2.com.

The best part about ChurnZero is that all my emails are sent instantly. Review collected by and hosted on G2.com.

Formatting emails is very difficult, creating a Playbook takes a long time (relative to other vendors), not being able to duplicate other user's playbooks is inefficient, the system can only process 3 plays at a time which is not efficient for a large organization, we are only able to send 99 emails at a time if we want the emails to show up in our sent box, the CSMs for ChurnZero are not helpful (often times I get better service/responses from their support team). Review collected by and hosted on G2.com.

I really like the look and feel of the platform — it’s clean, easy to use, and intuitive. When I need to learn something new, the knowledge base and the active community are excellent resources. As the admin, I’ve found it straightforward to implement new processes and share them with my team. The ChurnZero support team is also a big plus. It’s easy to hop on a call, screen share, and work through any challenges quickly. Review collected by and hosted on G2.com.

The one thing that throws me off is the naming convention for “Segments.” I understand the function, but when I’m explaining ChurnZero to colleagues who aren’t users, it feels odd to say “run a Segment” instead of “run a report.” It’s a small thing, but it can be confusing when I’m walking others through the tool. Review collected by and hosted on G2.com.

Certainly! Here's a concise review for you:

ChurnZero's customizable fields are incredibly useful. The user-friendly interface empowers our CSMs to adapt quickly to changes and address health-related inquiries. Overall, it's a fantastic tool that continuously improves with excellent customer support and feedback. Review collected by and hosted on G2.com.

While there are very few things that I dislike about ChurnZero, I do believe that adding a playbooks tab directly in an account view would be very beneficial for tracking timeline progress specific to an account. Review collected by and hosted on G2.com.

Its's extremely user friendly, since the last update a lot of colors changed and look way better.

It's way better to use and implement rather than have to use Salesforce, as an example.

Is very easy to use, has a lot of useful information. Way easy to create segment, folders, success plans, very user friendly on terms of submitted tasks.

It's one of my daily tools, literally I use it everyday, also very easy to just do 2 clicks and you can download a report, comes on a spreadsheet and is very useful.

Very easy to get information in terms of licenses, expiration dates and cases (sometimes).

Overall is a great tool to help customers, have information up to date, know how many portal users do they have.

Integration of CZ with other tools like Outlook, Salesforce, and Gmail are pretty cool, I don't have to go to every account and create a task for an email sent.

The fact that I could be more in touch with my customers. Specially based on the alerts of support cases, new opportunities among other things is great. Review collected by and hosted on G2.com.

Since CZ is linked to SalesForce, usually the information displayed in CZ is not accurate or very outdated.

The IA Snapshot doesn't get updated automatically, everytime you haved to there and refresh it manually.

I don't like tghe fact that unless you have admin rights, you cannot do a "bulk upload" such as change a lilst of accounts to my name or viceversa.

In terms of alerts, usually takes a lot of time to get them, and sometimes I get notifications that are old, that creates confusion to be able to help my customers.

Sometimes if there's a customer with a typo or a different email address, CZ wouldn't recognize that contact, and will not include any emails, communications or even meetings from it.

Depending on needs, but CZ for me is not that good on customer support, since we don't have a way to know usage of tools. Review collected by and hosted on G2.com.

What I like best about ChurnZero is the Playbook feature. I really appreciate how it allows me to create and customize playbooks that align with my daily workflow. It helps me stay organized by setting reminders for each task, ensuring I stay on top of my priorities and execute them efficiently. Review collected by and hosted on G2.com.

So far, I don’t have any dislikes about ChurnZero. It’s been a great tool that helps me stay organized and on top of my tasks. Review collected by and hosted on G2.com.

I love how easy it is to complete tasks within the platform. I have been using CZ for over a year now and the platform makes it simple to stay connected with clients, get them the information they need quickly and on a mass level if needed. I also like that I can create future tasks for myself to stay on track (I have over 750 customers and even more location accounts to keep track of). I really like the new updates to the look and feel and usability. I also like the ability to segment my accounts so that I can see specific accounts based on specific criteria (makes it seamless when I need to set up customer visits in a particular city). Overall, love that the platform meets my needs with ensuring I get my accounts what they need, when they need it. Review collected by and hosted on G2.com.

I wish that I could easily see when a specific contact is linked to multiple child accounts when sending emails. I know my company uses CZ in a pretty unique way but sometimes, I am afraid that I am sending a contact the same email multiple times when I run a play on diff child accounts (sometimes the child account has the same primary contact and sometimes it has a diff primary contact. This is very nitpicky and I can still get the answer, just takes a little more work. Review collected by and hosted on G2.com.

Creating journeys, playbooks, and reports very quickly to adapt to changing needs of CX. Implementation is the fastest! I've used a ton of CSPs and nothing is easier to install and implement. Customer Support is top notch, fast, and dead on! My team and I value this software and use it hourly! Integrations are a breeze and the team at CZ is always there to provide ideas. Review collected by and hosted on G2.com.

I would like to see "or", "if then" statements in segment creation. Review collected by and hosted on G2.com.

ChurnZero still remains an essential tool for understanding our customers. I work in marketing so have a slightly different use case but are seeing huge value in sending out comms via the playbooks. It's crucial for me to know where customers are in their lifecycle to tailor appropriate playbooks. The success plans are great and completely customizable allowing me to align them to the unique goals of each customer. So when important milestones like contract renewals come up we can ensure that customers have achieved their desired outcomes and are satisfied with the product. I have an amazing CSM, Lucas, who has been so helpful at making sure we are getting value from the tool. Review collected by and hosted on G2.com.

Whilst the tool is intuitive and easy to use and has had an updated UI as of late, I feel it still could benefit from some more ways to be user friendly. For example viewing all responses to a recent play is quite long winded you have to go into each contact history and view the responses that way rather than easily be able to pull a list of responses to an email. Review collected by and hosted on G2.com.