Purpose Built for Customer Success.
Customer Success is challenging and the technology to support a CS team has been historically lacking.
Here’s how ChurnZero, our real-time SaaS platform, helps:
From right inside your service and in real-time, know how your customers are engaged.
Customer Health Scores
Our big data engine means you have analytics to manage your customer base as well as anticipate success or failing health for individual customers.
Our powerful segmentation and targeting give you the ability to marshal your efforts towards the right customer sets and user personas.
Don't be stuck with only the phone or email for customer communications. Eliminate the friction in your customer communications by connecting with them when they are most engaged: when they are inside your app.
Automate tasks and communications based on customers' engagement metrics. Reps can use their newfound time to service the right customers and still make ALL their customers feel valued.
Map and Track Customer Journeys
Track your accounts progress in real-time as they move through customer journeys, such as on-boarding, expansion and advocacy.
Net Promoter Score
Our NPS surveys thru email and in-app provide one easy-to-obtain insight into customer health.
Know What's Happening Right Now
Get a real-time dashboard on how your customers are using your product right now. And receive on-the-go alerts when important things happen. Usage data starts to stale immediately, so never miss an opportunity to engage because of systems that only update periodically.
Get real-time tracking of what your customers are doing inside your product or service. Right now.
Real-time alerts give you a real advantage. Know when a tough-to-reach customer logs in. Be warned when an important client has slipping usage. Know when a renewal date is too close for comfort.
Analytics and data that you'd actually use
Customer Health Scores and Analytics
ChurnZero gives you intelligence that you can act on. You’ll get a deeper understanding of your customers: from those at-risk to your most prolific users and everything in between. From logging every activity to comparing segments to scoring a customer’s likelihood to churn, ChurnZero has the different levels of analytics that helps you anticipate changes in a customer’s health and to proactively engage.
Personalized service with targets and segments
Great analytics are only useful if you can do something with them. Our powerful segmentation lets you easily define your unique customer personas, helping you prioritize your communications based on need and tailor your messages’ content and timing to maximize their impact.
Your power users.
Via an in-app message, invite them to give feedback on your newest offering.
Your disengaged users.
Email them an offer for consultation on getting value from your service.
Not yet used stickiest feature in your product.
Next time they log in, show a video on the benefits of this sticky feature.
Users who are having difficulty onboarding.
Automatically set tasks for the customer success managers to call these users.
Connect when your customers are most engaged: inside your product
Our automation eases the burden on your team
Customer Marketing and Success Automation
ChurnZero automated plays work on your behalf 24/7, automating tasks and communications based on your deep understanding of who your customers are and how they engage with your product. Your customers will enjoy the experience of high-touch services – without you having to do any of the legwork! This frees up your time to provide targeted one-on-one services to the appropriate customers.
Map and track the journeys your customer take with you
Design and track the different parts of the customer journey that you expect your accounts to complete. Easily track your accounts on journeys such as onboarding, engagement, expansion and advocacy.
NPS results provide insight into customer health.
NPS - Net Promoter Score
ChurnZero has integrated NPS surveys and we deliver it through email and inside your app. Multiple delivery methods mean high response rates. And the integrated scores contribute to the health score, trigger alerts and can launch automated campaigns.
Native Data and Workflow Integrations
Your customer insights come from many places and your workflow extends across many systems. We have native integrations (don’t settle for indirect, third-party integrations) that power your customer success analytics, insights and campaigns.
Our Own Customer Success
What Our Customers Say
Gather is a rapidly-growing company with a relatively new customer success team. Therefore, we needed a customer success platform that was quick to implement, built with CS challenges in mind, scalable with our growth, and from a partner that would give us great service. The team at ChurnZero has been a great collaborator with best practice tips, tailored coaching, and rapid support.
Alex Lassiter, Co-Founder and VP of Customer Experience
Critical Mention, a leading global media monitoring platform, used ChurnZero to get a 5% improvement in retention and a 20x ROI.
“We combined old fashioned process and discipline with analytics and automation to improve our retention five percent.”
Steve Shannon, SVP of Sales and Marketing
As VP of Customer Experience, I have worked with lots of technologies that purport to help our sales, marketing and customer teams. Many simply do not have any impact. That’s why it has been so refreshing to work with ChurnZero. It brought an ROI return on day one and is something that people really appreciate and enjoy using!
Amanda Rueda, VP of Customer Experience, Cision
Since we began working with ChurnZero, we have gained unique insights and data points pertaining to our customer base that would otherwise have been very difficult to compile. This valuable information has been instrumental in assisting us in retaining our clients at a higher rate and identifying account expansion opportunities. Moreover, we are excited to continue to enhance our business practices and increase sales through the use of ChurnZero.
Sean Dunn, VP of SMB Sales, Fishbowl
ChurnZero has become the hub of our Customer Success team; it pulls together everything we need to support our customers: from detailed reporting, to smart segmentation, to personalized, automated communications via email and right inside our application. ChurnZero helps our team stay on top of day-to-day tasks while connecting with customers exactly when they need it. ChurnZero has a great platform and amazing service. Our customers are more engaged and our retention rates have improved.
Sydney Smith, Director of Customer Success, Terminus
With just a few days in, we are already seeing positive results. In fact, we were able to grab a non-responsive client when we received a [real-time usage] alert today. They responded immediately and we now have the contract out for signature tomorrow.
Director of Account Renewals, Cision
We seek ways to engage our clients early and often. ChurnZero has given us the ability to receive timely alerts on items that impact how our clients use our product allowing us to get in front of risk and new opportunities. We are learning more about our clients and are finding opportunities to better engage and retain.
Shawna VandenHeuvel, VP Services, iContact
Fishbowl’s small business customers rely on my team to make their marketing work; if we don’t stay on top of their marketing needs, their business suffers. ChurnZero gives my managers important insights into how the team is engaging with our customers and ensure quality checks on services delivered. ChurnZero also alerts us when a customer is coming due for service, ensuring we never let any of our customers down. With more insight and better prioritization, we have increased our activity level by 15% in the last 6 months.
Cacie Waller, Director, Local Marketing Services, Fishbowl
What Others Are Saying
OVERALL SAAS CATEGORY WINNER
The Appealie Awards celebrate innovative SaaS applications that excite, delight and get the job done. Other winners include Slack, Intercom, Zendesk, Xero, Lever, Docusign and Asana.
RANKED #1 AMONG CUSTOMER SUCCESS PLATFORMS
Capterra is a digital marketplace for business software with validated user reviews and independent research across hundreds of categories. Capterra is a Gartner (NYSE: IT) company, a leading research and advisory company.
BUILD A VIABLE B2B CUSTOMER HEALTH ASSESSMENT
Forrester says: “As (customer experience and customer success) pros improve their health assessments, they will rely more heavily on technology to automate analysis and insights distribution… The incumbent players in that space — such as Microsoft, Oracle, and Salesforce — have allowed smaller upstarts like ChurnZero and Gainsight to be the first movers in this space.”
25 STARTUPS TO WATCH IN GREATER WASHINGTON
Even the largest corporate giants have often begun as bootstrapped, basement-born businesses. But they grew on the shoulders of novel ideas and seasoned entrepreneurs. So, we decided to sharpen our focus on some of the Washington region’s own promising startups, ones that could turn into tomorrow’s Apples or Amazons.
20 MOST PROMISING STARTUPS IN DC
Technical.ly’s realLIST of the most promising startps asks: “What makes a startup real?” For one, a bold idea. Other factors like the team, traction and execution also make a difference, as well as funding and offices.
GREATER WASHINGTON STARTUP SUPERSTARS
We identified these five companies by scouring the local tech scene. We asked experts, movers and shakers within the venture capital, banking and tech communities who they thought had the potential to be some of the next big technology players in Greater Washington.
WASHINGTON POST HIGHLIGHTS CHURNZERO
You Mon Tsang is currently running his fourth start-up, after spending 20 years in the Bay Area building his first three software companies.
CHURNZERO: ONE OF OUR “STARTUP SUPERSTARS“
ChurnZero’s platform allows companies to monitor and measure a customer’s use of their software, identifying when customers are no longer using the service and deploying automated tools like email to help guide those customers back to the product.
EMERGING TECH INNOVATOR OF THE YEAR: FINALIST
Honoring the most innovative organizations in the Greater Washington Region.