ChurnZero is a customer success platform that provides deep churn prevention tools primarily for mid-large enterprises. It gives you the tools to spot, manage, and prevent potential customer attrition risks while providing insight into feedback and product usage.
Advanced churn analytics? Playbooks? Integrations? Triple check. However, its pricey tiers and complex workflows may compel other organizations to look for better competitors and alternatives.
Find your business’s best customer success software by checking the best ChurnZero alternatives curated from the latest reviews and feature analysis.
What is ChurnZero?
ChurnZero is one of the best custom success platforms that helps subscription businesses fight churn through data-driven, fast reactions to customer behavioral changes. And when it says “fast,” it means real-time churn alerts and proactive interventions.
In addition to customer success scoring, account insights, and renewal forecasting, ChurnZero provides actionable playbooks to help Customer Service Managers (CSMs). With its wide range of features, it’s easy to see how ChurnZero stacks great in the competition.
Pros:
- Emphasizes live alerts for proactive interventions.
- Deep CRM integrations with Salesforce and HubSpot for easy data syncing.
- Guides CSMs with actionable playbooks based on customer satisfaction.
- Allows tracking of numerous account KPIs for detailed insights.
- Strong system integrations, facilitating connections with various platforms.
Cons:
- Some interface elements like menus and notifications can’t be hidden.
- The system’s robustness requires time to learn and adapt.
- Initial setup can be challenging due to product complexity.
- The user interface, especially the slide-out drawer navigation, is considered clunky.
- Custom dashboards are not included in the standard plan.
Plans & Pricing:
- Professional Edition (Contact Sales)
- Scale Edition (Contact Sales)
- Enterprise Edition (Contact Sales)
Customer Ratings:
- G2: 4.7 out of 5 (1,212 reviews)
- Capterra: 4.8 out of 5 (127 reviews)
10 Best ChurnZero Alternatives in 2024
When it comes to core customer service features, the 10 competitors below have it all. But what differentiates them from a crowd of industry performers? Let’s see how the best alternatives to ChurnZero stack up to the competition.
1. Gainsight CS
Gainsight is a reliable tool for combining deep analytics and reporting for customer success. It provides a comprehensive view of the health scores with data from CRMs, support tickets, billing, and more, shown through the Customer 360 feature.
This platform offers vital features that can help customer success teams proactively assess customer health, manage renewals, reduce churns, and identify upsell opportunities. It also offers playbooks, scorecards, surveys, and email automation.
Take note: Gainsight CS (Customer Success) is for customer relationship management. Gainsight PX (Product Experience) better understands how users interact with their products.
Pros:
- Known as a market leader with its extensive feature set.
- Includes critical tools for email campaigns, ETL, and renewal management.
- Boasts strong support and community aid for troubleshooting.
- Provides a unified customer view and enhances insight and decision-making.
- Facilites workflows for account health and NPS to predict and improve satisfaction.
Cons:
- It might be costly with a lengthy setup and not practical for small-scale ops.
- Limited email templates can restrict creative outreach.
- Configuring screens to meet organizational requirements can be challenging.
- The survey tool lacks advanced language support and flexible navigation.
- The lack of real-time bidirectional sync with Salesforce can cause issues.
Plans & Pricing:
- CS Essentials (Contact Sales)
- CS Essentials Plus (Contact Sales)
- Enterprise (Contact Sales)
Customer Ratings:
- G2: 4.4 (1,402 reviews)
- Capterra: 4.4 (47 reviews)
2. Totango
Totango offers a solution that reduces churn and maintains a predictable revenue. However, it differentiates itself by focusing on flexible sales processes, zero-touch renewals, ease of use, and mapping customer data to improve customer journeys.
With its highly flexible no-code design, Totango provides a scalable and customizable platform for businesses and fast-growing startups. It also gives a view of multidimensional health scores to evaluate factors other than satisfaction or churn risks.
Pros:
- Grades user scores to identify engagement and usage patterns.
- Affordable with a wide range of features like in-app NPS and SuccessPlays.
- Allows for custom scores and alerts, enhancing customer engagement.
- Easy to create and manage tasks and outreach directly through the platform.
- Efficient integration with Salesforce enhances CRM capabilities.
Cons:
- Data integration and synchronization with other software is often cumbersome.
- Finding specific information within Totango can be difficult and time-consuming.
- Integration with marketing automation platforms requires external software like Zapier.
- Lacks advanced features for campaign reporting and A/B testing.
- Unable to capture long-term trending insights, limiting analytical depth.
Plans & Pricing:
- Starter ($2,988/year)
- Enterprise ($18,000/year)
- Premier (Contact Sales)
Customer Ratings:
- G2: 4.4 out of 5 (871 reviews)
- Capterra: 3.9 out of 5 (26 reviews)
3. Planhat
Planhat’s unique selling point is its easy-to-use interface and customer volume-based pricing, perfect for small businesses who want a customer service platform to get up and running. It can improve customer success by simplifying work streams to send more effective personalized responses.
In addition, Planhat also provides dedicated customer support to help you set up and effectively use features, including data modules, customer 360, circulated metrics, and multiple health profiles. Planhat offers something useful for all stakeholders, from CSM to the C-Suite.
Pros:
- The platform lays out information and data, simplifying navigation.
- Great feature set for tracking processes.
- Enhanced team reporting with the Reporting and Revenue module.
- Powerful insights are accessible through the Data module.
- Flexibility and power are made accessible to users.
Cons:
- Setup requires a significant time investment.
- Limited to NPS, lacking CSAT sending capability.
- Building new work processes can be challenging without support.
- Integrations need further development for two-sided functionality.
- The filter and view-building process can be complex.
Plans & Pricing:
- Start-up (Contact Sales)
- Professional (Contact Sales)
- Enterprise (Contact Sales)
Customer Ratings:
- G2: 4.6 out of 5 (571 reviews)
- Capterra: 4.7 out of 5 (26 reviews)
4. Catalyst
Catalyst is a customer success platform that combines built-in playbooks, journey builders, and activity-tracking features to facilitate frictionless customer experiences and product adoption. This platform targets organizations with less CS maturity that only need core functions.
Most of Catalyst’s core features (Signals, Emails, Activity Tracking, Customer Segmentation, etc.) can ease onboarding and increase customer retention. Although not as real-time as ChurnZero, the easier layout and configuration are a greater pull for midsized organizations.
Pros:
- Tracks customer account health and interactions efficiently.
- Integrates well with Salesforce and other CRMs.
- The CS Team offers great service and fast response times.
- Its features improve visibility for leaders while reducing siloed data.
- Makes it easy to adjust analytics and insights configuration.
Cons:
- Sync time for Salesforce can exceed one business day.
- The long sync time for other CRM tools can lead to information delays.
- Occasional failures in accessing past or current session data.
- Cross-functional queries can be challenging for creating insights.
- Revenue forecasting features need improvement.
Plans & Pricing:
- Contact Sales
Customer Ratings:
- G2: 4.6 out of 5 (504 reviews)
- Capterra: 3.5 out of 5 (2 reviews)
5. HubSpot Service Hub
HubSpot Service Hub offers a wide range of features and native integration with other HubSpot services. It is one of the best software solutions to use if you need a customer solution integrated with sales and marketing data.
Organizations worldwide use HubSpot for its live chat, conversation routing, ticket automation, email/in-app support, and meeting scheduling. It also has service analytic tools that report how customers interact with your knowledge base and other support resources.
Pros:
- Academy courses augment learning with a content-rich Help Page.
- Converts chats to tickets automatically, ensuring attention to every inquiry.
- The ticketing system organizes and prioritizes customer issues efficiently.
- SLA/Due Date management is streamlined through workflows.
- Enables a comprehensive service view at all levels for better management.
Cons:
- Difficult to track individual contributions in multi-project environments.
- Reporting features need more customization and robustness.
- It lacks automated email scheduling with CC functionality.
- The absence of an auto-save feature risks losing unsaved changes.
- Feedback surveys lack conditional logic, limiting effectiveness.
Plans & Pricing:
- Free
- Starter ($20)
- Professional ($500)
- Enterprise ($1,200)
Customer Ratings:
- G2: 4.4 out of 5 (2,173 reviews)
- Capterra: 4.5 out of 5 (155 reviews)
6. Vitally
Vitally emphasizes product-based customer support efforts, especially for B2B SaaS customers. This platform is ahead of ChurnZero regarding ease of use, ease of setup, ease of admin, and the quality of its playbooks, perfect for CS teams just starting up.
Companies can manage customer relationships using three customer success models with Vitally. You can use Tech-Touch for product-led growth, High-Touch for providing one-to-one experiences, and Hybrid Touch to balance personalization and scalability.
Pros:
- Setup is straightforward, centralizing data effectively.
- Very easy to use and configure compared to ChurnZero.
- Leverages product analytics for customer success, which is ideal for B2B SaaS.
- User-friendly without requiring advanced technical skills.
- Organizes notes efficiently, simplifying supervisor communication.
Cons:
- Success depends heavily on initial setup and data quality.
- Requires a dedicated CS team for optimal use.
- Extensive configuration options can overwhelm users.
- Some interface elements are unintuitive and challenging.
- Determining universal engagement scores can be a complex process.
Plans & Pricing:
- Tech-Touch (Contact Sales)
- Hybrid Touch (Contact Sales)
- High-Touch (Contact Sales)
Customer Ratings:
- G2: 4.6 out of 5 (379 reviews)
- Capterra: 3.8 out of 5 (8 reviews)
7. ClientSuccess
ClientSuccess is a customer success platform that helps you track relationships and manage revenue-focused efforts. It is designed to help businesses deliver lifecycle-based customer support, unlike ChurnZero’s alert-based actions.
While this management platform is not as feature-rich as ChurnZero, it ensures companies can optimize customer support outcomes through journey optimization. This is often through the simplicity of use, focus on customer loyalty, hands-on guidance, revenue management, and more.
Pros:
- A customizable dashboard enhances personalization and ease of use.
- Automatically syncs with inbox, saving significant time.
- Centralizes client information for efficient access and management.
- Offers excellent support and consulting; product continuously improves.
Cons:
- Utilizing many features simultaneously can make data updates overwhelming.
- Lacks some task management functionalities.
- Software bugs can intermittently disrupt organizational operations.
- Managing a team without accessing individual accounts is challenging.
Plans & Pricing:
- Startup Package (Contact Sales)
- Growth Package (Contact Sales)
- Enterprise Package (Contact Sales)
Customer Ratings:
- G2: 4.4 out of 5 (415 reviews)
- Capterra: 4.2 out of 5 (17 reviews)
8. Custify
Custify is an easier and more navigable customer success management option than ChurnZero. It triumphs in various areas, including ease of use/setup, QoS, customer profiles, playbooks, and tools that measure customer health scores.
Furthermore, its detailed in-app guidance reflects the focus on user experience. However, data geeks might find this software lacking in churn analysis features. Although its user, role, and access management are great, many users find ChurnZero’s access control more accessible.
Pros:
- Offers good value with excellent customer service.
- Provides efficient segmenting and automated outreach.
- Great for data-heavy processes and intricate searches.
- Features flexible automation and easy UI
- Great onboarding and continuous support enhance user experience.
Cons:
- Lacks a unified reporting feature for statistics.
- Navigation requires too many clicks, reducing efficiency.
- Email functionality has issues with formatting and attachment sizes.
- Sending queued emails can be cumbersome.
Plans & Pricing:
- Contact Sales
Customer Ratings:
- G2: 4.7 out of 5 (316 reviews)
- Capterra: 5.0 out of 5 (98 reviews)
9. GUIDEcx
GUIDEcx has a strong onboarding platform to introduce potential clients to your software quickly while tying these results to overall customer success. You can use the actionable insights and persona-based project structure to identify risks, opportunities, and changes in user behavior.
If you want to see your customer health scores and other support tools on your Android, iPhone, or iPad devices, GUIDEcx might be what you’re looking for. GUIDEcx is deployable on mobile devices to help improve your customer success.
Pros:
- Support Team is fast, helpful, and humorous.
- Organizes projects and visibly tracks progress for customers.
- User-friendly product that facilitates internal and customer communication.
- Actively seeks product enhancement input.
- Exceeds project management needs with impressive customer engagement.
Cons:
- Experiences occasional lags, especially after new releases.
- Some functionalities are still under development.
- Firewalls can hinder initial customer access.
- Checklists cannot be copied and pasted between tasks.
- Training quality was poor, lacking relevance to actual use.
Plans & Pricing:
- Starter (Contact Sales)
- Premium (Contact Sales)
- Advanced (Contact Sales)
Customer Ratings:
- G2: 4.7 out of 5 (350 reviews)
- Capterra: 4.7 out of 5 (63 reviews)
10. Intercom
Intercom is for companies using multi-channel support to deliver proactive customer support. The product offers a range of features. It is designed to minimize human support intervention as much as possible to free up resources for more complex queries.
To make this possible, Intercom provides customer success tools like AI chatbots, help desks, and automated emails. Intercom helps with journey orchestration through other means, like customer segmentation and basic automation.
Pros:
- Noted for its simplicity in setup and daily use.
- Seamless live chat functionality enhances customer communication.
- Offers a broad range of scalable features and add-ons.
- Includes an easy-to-use conversation routing bot.
- Allows for the addition of features like WhatsApp integration as needed.
Cons:
- Cost is a significant concern, especially outside the ‘Startup’ program.
- Initial setup support/onboarding could be improved.
- Some features, such as pre-send customer input visibility, are behind a paywall.
Plans & Pricing:
- Essential: $39
- Advanced: $99
- Expert: $139
Customer Ratings:
- G2: 4.5 out of 5 (2,940 reviews)
- Capterra: 4.5 out of 5 (1,042 reviews)
Summary
And that’s it, we’ve explored our top 10 picks for the best Churnzero alternatives. These platforms offer different price ranges and gimmicks to stand out but still provide the core components for account health, NPS, and customer engagement.
If you’re a start-up or an SMB needing help in customer relationship management and workflow management, client portals can be a more viable option.
Client portals like Ahsuite have features that let you provide a personalized environment to connect with your customers, address their needs, and resolve their issues. It is an excellent option for service-based businesses that need to provide hands-on guidance to their clients.
Ahsuite offers a 30-day free trial for both Professional and Agency Plans. You can use the free-forever client portal for up to 10 clients with the Ahsuite Starter Plan.