About The Company

ChurnZero helps growing SaaS companies fight customer churn. The ChurnZero real-time customer success platform helps businesses understand how their customers use their product, assesses their health and likelihood to renew, and gives the business the means to automate and personalize the customer experience through timely and relevant touchpoints, including in-app content

Industry: Computer Software

The Challenge

With a new round of funding and a commitment to triple headcount by EOY, ChurnZero, a Customer Success Platform that helps subscription businesses fight churn, found itself in hyper-growth mode.

“As an organization, we were looking to scale and as part of that, leadership was relying on marketing to increase pipeline, improve return on ad spend, and drive conversions,” explains Alex Weihmann, Marketing Manager at ChurnZero.

Weihmann and the ChurnZero team started to look for innovative ways to optimize their marketing programs. “ “As marketers, we put so much effort into driving visitors to our website, but our website wasn’t optimized to convert leads on their terms. This is when we started researching different conversational intelligence tools.”

Before learning about ZoomInfo Chat, ChurnZero partnered with a competing chatbot to help further its vision and goals. However, the experience quickly fell short. “It was a basic solution that was limited in terms of integrations and functionality. We weren’t able to create personalized experiences or set up predetermined criteria for lead routing. It wasn’t long before we realized it wasn’t the solution for us,” explains Weihmann.

The Solution

This is when ChurnZero learned about ZoomInfo Chat, a data-powered chat tool that is tech-stack friendly, easy to use, and was developed specifically to help organizations accelerate sales pipeline.

“ZoomInfo Chat checked all our boxes. With plug-and-play integrations, real-time insights, an easy-to-use conversation builder, and a live meeting scheduler, it was like we had struck gold. Not to mention, it’s fueled by ZoomInfo’s deep insights and data coverage,” explains Weihmann.

With ZoomInfo Chat, ChurnZero is now able to have context-based conversations by showing visitors relevant content based on their onsite behavior. “ZoomInfo Chat brings intelligence to the conversation. It allows us to create hyper-personalized chat flows such as booking a demo, learning more about our products, inviting them to an event, or simply assisting an existing customer,” explains Weihmann.

Rather than allowing potential buyers to consume information passively, ZoomInfo Chat engages with buyers on their own terms. To drive engagement, ChurnZero leverages ZoomInfo Chat’s A/B testing capabilities to improve their messaging and greetings. “We use the A/B Testing functionality to test which conversation flows are getting the most engagement. This allows us to optimize the visitor experience, to ensure we are doing everything in our power to drive engagement.”

The Results

Recently, ChurnZero restarted their regional events for Customer Success Professionals: RYG Leadership Hours. Using dedicated chat flows, ChurnZero set up specific messaging that invited website visitors to register for the different events based on the visitor’s location, title, and persona. “Once we looked at the registration numbers and sources, we saw that the attendees that registered through the chatbot were equivalent to what we see when we run targeted paid campaigns on LinkedIn. In a side by side, ZoomInfo Chat drove the same number of leads as LinkedIn but at no cost,” shares Alex.

“The bottom line is, ZoomInfo Chat allows us to level up our marketing initiatives so our organization can continue to scale at a rapid pace. Compared to our previous vendor, we’re seeing 30% more engagement with ZoomInfo Chat. And, within just 5 months, ZoomInfo Chat has influenced over $2.2 million in pipeline” shares Weihmann.

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