Product News

Success Insights

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Powered by Machine Learning, Success Insights utilizes existing customer data to uncover events that correlate with churn then categorize active accounts by the levels of risk identified. With efficient and reliable risk analysis at your fingertips, your customer success teams will have the confidence to control the success narrative! Success Insights will be available to Enterprise Edition. For more information on Success Insights, visit our Knowledge Base .
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New Locale: Hindi

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We have released a new locale for your ChurnZero General Settings. This locale updates the currency to Rupees and the date format to D/M/YYYY.
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While creating a Success Center, if using the clickable Success Center trigger icon, you are now able to have that icon be offset in one direction or another. This allows for more customization of the launch icon location within an application using Success Centers, enabling flexibility on exact placement where the icon should be appear for end users. To learn more about Success Centers, visit our feature knowledge base articles here !
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You can now choose to include Percentage Values when creating widgets in Custom Dashboards and Account Insights. This will be a new charting option that will be available for both Single and Multi Series charts. Learn more here.
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ChurnZero has exposed the following endpoints in our REST API: Journey Journey Milestone Journey Milestone Achievement Journey Milestone Task Journey Instance Journey Progress Journey Milestone Progress Journey Milestone Step Progress Developers can now use these endpoints to extract Journey information programmatically from ChurnZero to be used in other tools. For more information, please see our Developers Guide or Developers Reference. Facebook Twitter LinkedIn
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You can now have a Decision card be your first step when creating a Play! Note: Conditional Logic in Plays is available in only the Enterprise Edition. For more information, visit our Knowledge Base !
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You can now use information from your custom tables as decision criteria for your Plays. When using a Custom Decision just look for the "Other Info" filter to use information from your Support Tickets, Opportunities, Invoices, and more! Note: Conditional Logic in Plays is available in only the Enterprise Edition. For more information, visit our Knowledge Base !
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There are two new buttons on the Text Widget toolbar within the Success Center that allow users to share the merge field links to an External Journey Report or Account Insight Report within their Success Center content. This works just like sharing the merge field links within Plays creation, allowing ChurnZero users to insert shared links in shared reports with their end user contacts. These buttons will only appear on the Text Widget toolbar if at leas one report has been shared with at least one active collaborator. If any particular report is not set to be shared, it will not show within these merge fields as an option, only shared reports will ...
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ChurnZero users can now add 'comments' to any Achievement step they include in a Journey. Just like with Task, when creating an Achievement within a Journey Milestone, you can add a comment to help with context and details around that Achievement in the Journey workflow. When an Account enters a Journey Milestone, the Achievement step will show with the comments at the account level, where they can be edited and updated for that specific instance of the Achievement for that account. The comments for an achievement are not visible in a shared Journey Report or Checklist. Comments can be added to new Journey steps, as well as existing Journey steps. ...
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Within the 'In-App Tools' menu of ChurnZero, we have consolidated the different Style Settings pages to live under one menu item. These features depend on your package with ChurnZero, and can include the Style Settings pages for Announcements, Journey Checklists, Success Centers, and Walkthroughs. All functionality and settings are still the same, the location to find these are now in this one place! For more information on styling of these different features, explore our knowledge base articles explaining these Global Style Settings: Walkthrough Styles , Journey Checklist Styles , Success Center Styles , and Announcement Styles.
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When setting your Global Success Center Styles, you can now see a preview of the styling decisions in real-time next to the style settings for your Success Centers. This new visual is located within the menu under 'In-App Tools' > 'Style Settings' > tab for 'Success Centers'. Changes made on the settings side will reflect on the right hand preview side to see what it will look like once you are creating a real Success Center. For more information about Global Success Center Styling, visit here: https://support.churnzero.net/hc/en-us/articles/4418659471373-Building-Success-Centers-Styles For more information about Success Centers, visit ...
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You can now do more with ChurnZero right from Slack with actionable commands. You can create tasks and log activities for your accounts from channels and DMs in Slack. This way if you're discussing something with a colleague, you can quickly make action items or log information without having to open the ChurnZero portal. There are two ways to access the commands. They can be found with the buttons after asking the Slack ChatBot to search for an account. They can also be accessed by typing the following commands: Tasks /cz-createtask /cz-logtask Activities /cz-createactivity /cz-logactivity ...
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You can now send alerts to Private Slack channels in addition to public channels. When creating or editing an alert, under Notifications -> Alert Channel, the Slack Channel(s) dropdown will display first the list of public channels and then the list of private channels. You can search and select from the channels available. Only channels that have the ChurnZero Slack ChatBot invited to it will show. To remove a channel from the list, simple remove the ChatBot from that channel. To find out more about Alerts to Slack channels, read here .
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If you have an Attribute widget in Custom Dashboards with historical tracking enabled, you can now customize your "Chart By" time frame. Learn more in the ChurnZero Knowledgebase.
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Routinely share impactful Custom Dashboard updates on Slack and Teams to automatically keep your teams aware of trends and metric changes without manually pulling any data. You can schedule a Dashboard to go to Slack or Teams at a regular cadence. You can also utilize our new commands to call your Dashboards on-demand! Note: Both The ChurnZero ChatBot and Custom Dashboards are included in ChurnZero Enterprise Edition Only. Please reach out to your ChurnZero CSM for pricing and feature activation. You may have to re-authorize your Slack App in ChurnZero to see this new functionality. For more information, please visit our documentation in ...
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Q . Dear Abby Hammer, After working in customer-facing roles for several years, I’m familiar with Customer Support and Customer Success being referred to interchangeably. While we know that’s not the case, our book of business has been growing steadily which has brought new questions pertaining to our CS and Support functions. Previously limited resources left my team wearing many hats. I’m hesitant if this is the way forward, especially considering some internal confusion around each role. Should I split out my Customer Success and Support Teams into distinct functions? How can I make an argument internally in favor of an independent Customer Support ...
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Q. Dear Abby Hammer, One of our 2021 initiatives revolves around taking more opportunities to surprise and delight our customers. We view these as a great opportunity to elevate our brand and overall CX. We once relied upon touchpoints like direct mailings, but this has become difficult with remote work. Do you have any suggestions of how we can leverage your tool to surprise and delight customers inside our application? — Seeking to Stand Out A . Dear Seeking to Stand Out , Many of us thrive on unexpected moments. Likewise, when customers experience surprises while interacting with your brand , their experience ...
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HTML Custom Fields

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We now support a new HTML field type in Custom Fields. HTML Custom Fields can be added to any object type in ChurnZero, and they allow you to sync fields with an HTML format from your CRM. (Note: Currently HTML Custom Fields can only sync back to Salesforce). HTML Custom Fields include a text editor that supports multiple text styles, such as font size and color, as well as other formatting like bulleted and numbered lists. Like other Custom Fields, these can be used as Merge Fields in places throughout the app, such as emails, In-App Announcements and as Column Sets in Segments. To learn more, visit our Custom Field documentation . ...
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ChurnZero users now have the ability to pause sending reminders to specific Contacts in Survey campaigns. This new option allows you to select Contacts from the Survey Report, Account Profile or directly from the Contact Profile and pause any Survey reminders that are scheduled to be sent. On the Survey Report, you can select Contacts then Bulk Actions > Pause Reminders . You can easily see which Contacts have upcoming reminders by including the new column Next Reminder Date in the Contact Details table. Under the Survey tab on the Account and Contact Profiles, the Pause Reminder option will appear upon hover for Contacts who have upcoming reminders. ...
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Q. Dear Abby Hammer, I’m planning to shift around some of my customers to different CSM's on my team. How can I use ChurnZero to ensure a smooth transition? I’d like to minimize the impact on our customers and make sure they still feel supported. -Seeking a Smooth Transition A. Dear Seeking a Smooth Transition, Shifting customer accounts among your team is a daunting task in the best of times (let alone during a pandemic.) As CS professionals can attest, the start of a customer relationship sets the tone for future interactions. Just like onboarding a new customer, shifting existing clients to a new CSM requires the utmost care. First identify the ...
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