ChurnZero

Overall this product gives the customer success team the information they need to see. It is simple for them to see aggregate NPS Score, Revenue, etc of all their accounts.

The integration with Salesforce is not designed well- its pretty basic, if you have a more complicated SF setup it may not integrate well. Example- it does not integrate with custom objects, we use a custom Task/Event object for activities rather than the out of the box one and churner activities will not sync with out custom object.

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.

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.

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.

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.