Built for fighting churn.
A Plan for Customer Success
Customer churn is a do-or-die battle for subscription businesses. To reliably win this challenging, multi-fronted fight, retention and customer success teams need enhanced awareness, intelligence and efficiency. Here’s how ChurnZero, our real-time SaaS platform, helps:
Alerts from the Front Line
From right inside your service and in real-time, know how your customers are engaged.
Mobilize Your Intelligence
Our big data engine means you have analytics to manage your customer base as well as anticipate success or failing health for individual customers.
Divide and Conquer
Our powerful segmentation and targeting give you the ability to marshal your efforts towards the right customer sets and user personas.
Next-gen Comm Channel
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.
Fight like a bigger force
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.
Know What's Happening Right Now
Alerts from the Front Line
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
MOBILIZE YOUR INTELLIGENCE
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
Divide and Conquer
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
Next-Gen Communications Channel
Our automation eases the burden on your team
Fight Like A Bigger Force
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.
Native Data and Workflow Integrations
Your customer insights come from many places and your workflow extends across many systems. We have powerful native 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 Is Being Said About ChurnZero
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. ChurnZero was one of the five featured.
Washington Business Journal
“High Performer” business solutions are highly rated by their users. G2 Crowd is a review platform that has more than 170,000 independent and authenticated user reviews of business solutions.
Tools That Help You Understand What’s Working
Solutions like ChurnZero help eliminate that issue so you retain your existing customers and gain more.
[You Mon Tsang, ChurnZero’s co-founder] focused on how to keep customers happy, what they are doing with the product, and how to keep them engaged. When he couldn’t find a software to help with this, he and his team started to build it instead. …[They] created ChurnZero to help other subscription-based businesses keep customers.
The Washington Post
How To Build A Viable B2B Customer Health Assessment
“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.”
Forrester Research, Inc
ChurnZero is nominated as one of the most innovative organizations in the Greater Washington Region at the Innovation Awards Showcase.
Northern Virgina Chamber of Commerce
Arlington is looking to rebuild its local economy with an infusion of tech companies. ChurnZero is one of the companies to watch.
All iContact team members use Salesforce apps on a daily basis, from the sales process, to customer service and support, and all the way to client retention. With ChurnZero, iContact’s internal teams can understand and help clients before there is a problem, leading to better retention overall.
The iContact Blog
Using ChurnZero’s services, businesses can better engage with their customers, sell more subscriptions and fight churn. The company offers analytics, personalized and automated customer interfaces, and timely alerts about customers.