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ChurnZero Platform Help

ChurnZero平台帮助

Step 1 — Gather context

步骤1 — 收集上下文

If 
references/learnings.md
exists, read it first for accumulated platform knowledge.
Ask the user:
  1. What area of ChurnZero do you need help with?
    • A) Health Scores — building ChurnScores, weighting factors, debugging scores that miss churn
    • B) Plays & Automation — triggers, conditions, actions, plays not firing
    • C) Journeys — milestone-based customer journeys, progress tracking
    • D) Integrations — Salesforce, HubSpot, Segment, Mixpanel, data not syncing
    • E) REST API — OData v4 queries, filtering, pagination, authentication
    • F) Reporting & Dashboards — building segments, custom views, exporting data
    • G) In-App Communications — WalkThroughs, announcements, tooltips, banners
    • H) Surveys — NPS, CSAT, CES survey setup, response collection
    • I) Renewal Forecasting Hub — renewal predictions, pipeline accuracy
    • J) AI Agents — autonomous CS actions, meeting follow-ups, email generation
    • K) Admin — user roles, SSO, billing, API keys
  2. What CRM are you using? (Salesforce, HubSpot, NetSuite, Pipedrive, other, none)
  3. Which ChurnZero edition? (Professional, Enterprise, unsure)
Skip-ahead rule: if the user's prompt already contains enough context, skip to Step 2.
如果
references/learnings.md
存在，请先阅读该文档获取积累的平台知识。
询问用户：
  1. 你需要ChurnZero哪个领域的帮助？
    • A) Health Scores — 构建ChurnScores、权重因子、调试无法识别流失的评分
    • B) Plays & Automation — 触发器、条件、动作、Play未触发
    • C) Journeys — 基于里程碑的客户旅程、进度追踪
    • D) 集成 — Salesforce、HubSpot、Segment、Mixpanel、数据同步异常
    • E) REST API — OData v4查询、过滤、分页、身份验证
    • F) 报告与仪表板 — 构建用户分群、自定义视图、数据导出
    • G) 应用内沟通 — WalkThroughs、公告、提示框、横幅
    • H) 调查 — NPS、CSAT、CES调查设置、反馈收集
    • I) 续约预测中心 — 续约预测、管道准确性
    • J) AI Agent — 自主客户成功动作、会议跟进、邮件生成
    • K) 管理 — 用户角色、SSO、计费、API密钥
  2. 你使用的是哪款CRM？（Salesforce、HubSpot、NetSuite、Pipedrive、其他、无）
  3. 你使用的ChurnZero版本是？（Professional、Enterprise、不确定）
**跳过规则：**如果用户的提问已包含足够上下文，直接进入步骤2。

Step 2 — Route or answer directly

步骤2 — 路由或直接回答

Problem domainRoute to
Customer success strategy (health score methodology, churn playbooks, expansion)
/sales-customer-success {your question}
NPS/CSAT survey design or response rate optimization
/sales-customer-feedback {your question}
In-app messaging strategy (not ChurnZero-specific)
/sales-in-app-messaging {your question}
Salesforce/HubSpot CRM configuration (not ChurnZero-specific sync)
/sales-integration {your question}
Data enrichment for customer profiles
/sales-enrich {your question}
Comparing ChurnZero vs Vitally vs Gainsight vs Planhat
/sales-customer-success {your question}
When routing, provide the exact command with the user's original question.
Otherwise, answer directly using the platform reference.
问题领域路由至
客户成功策略（健康评分方法论、流失应对方案、客户拓展）
/sales-customer-success {你的问题}
NPS/CSAT调查设计或响应率优化
/sales-customer-feedback {你的问题}
应用内消息策略（非ChurnZero专属）
/sales-in-app-messaging {你的问题}
Salesforce/HubSpot CRM配置（非ChurnZero专属同步问题）
/sales-integration {你的问题}
客户画像数据 enrichment
/sales-enrich {你的问题}
ChurnZero与Vitally/Gainsight/Planhat对比
/sales-customer-success {你的问题}
路由时，请提供包含用户原始问题的完整命令。
否则，直接使用平台参考内容回答。

Step 3 — ChurnZero platform reference

步骤3 — ChurnZero平台参考

Read 
references/platform-guide.md
 for the full platform reference — modules, pricing, integrations, data model, workflows.
If the question involves API endpoints, also read 
references/churnzero-api-reference.md
.
Answer the user's question using only the relevant section. Don't dump the full reference.
**阅读
references/platform-guide.md
**获取完整平台参考——模块、定价、集成、数据模型、工作流。
如果问题涉及API端点，还需阅读
references/churnzero-api-reference.md
。
仅使用相关部分回答用户问题，不要输出完整参考内容。

Step 4 — Actionable guidance

步骤4 — 可操作指导

Focus on the user's specific situation. For health score questions, walk through ChurnScore factor selection and weighting. For automation issues, trace the Play trigger→condition→action chain. For integration problems, check field mappings and sync direction. For reporting, help build segments and suggest workarounds for dashboard limitations.
If you discover a gotcha, workaround, or tip not covered in 
references/learnings.md
, append it there.
聚焦用户的具体场景。对于健康评分问题，引导用户完成ChurnScore因子选择和权重设置。对于自动化问题，追踪Play的触发器→条件→动作链条。对于集成问题，检查字段映射和同步方向。对于报告问题，帮助构建用户分群并针对仪表板限制提供替代方案。
如果发现
references/learnings.md
未涵盖的陷阱、替代方案或技巧，请将其添加到该文档中。

Gotchas

注意事项

Best-effort from research — review these, especially items about plan-gated features and integration gotchas that may be outdated.
  • Implementation takes 6-12 weeks. G2 reviewers (87 mentions) flag the steep learning curve. Plan dedicated CS-ops time. Don't try to configure everything at once — start with health scores OR plays, not both.
  • REST API is Enterprise-only. Professional edition has no API access. If you need programmatic access, budget for Enterprise pricing.
  • Custom dashboards require Enterprise. Professional users get inflexible default dashboards (41 G2 mentions). Workaround: export data to Excel/Google Sheets via the live spreadsheet integration.
  • Reporting requires segments first. You must build a segment before creating a report — this is unintuitive but by design. Pre-build common segments (at-risk, onboarding, renewal window) to speed up reporting.
  • Plays are often created but underutilized. Start with 3-5 high-impact plays (churn risk, renewal reminder, champion change) rather than building dozens that nobody monitors.
  • Data quality determines success. "Garbage in, garbage out" is the consensus. If CRM data is messy, fix it before implementing ChurnZero — bad data produces misleading health scores and broken automations.
  • Bidirectional CRM sync can overwrite fields. Define a clear source-of-truth per field before enabling bidirectional sync with Salesforce or HubSpot. Test with a small account set first.
  • Rate limit is 200 requests/minute. API returns 
    429
    when exceeded. Use OData pagination (
    $top
    /
    $skip
    ) and batch requests where possible.
  • Self-improving: If you discover something not covered here, append it to 
    references/learnings.md
    with today's date.
基于研究的最佳实践——请重点关注这些内容，尤其是与版本限制功能和集成陷阱相关的可能过时信息。
  • 实施周期为6-12周。G2评论者（87条提及）指出学习曲线陡峭。请规划专门的客户成功运营时间。不要尝试一次性配置所有功能——先从健康评分或Play开始，不要同时进行。
  • REST API仅Enterprise版可用。Professional版无API访问权限。如果需要程序化访问，请预算Enterprise版费用。
  • 自定义仪表板需要Enterprise版。Professional版用户仅能使用不够灵活的默认仪表板（G2上41条提及）。替代方案：通过实时电子表格集成将数据导出至Excel/Google Sheets。
  • 报告需先构建用户分群。创建报告前必须先构建分群——这是设计使然，可能不符合直觉。预先构建常用分群（高风险、新用户入职、续约窗口期）可加快报告生成速度。
  • Play常被创建但未充分利用。从3-5个高影响力Play开始（流失风险提醒、续约提醒、关键联系人变更），而非创建数十个无人监控的Play。
  • 数据质量决定成败。“垃圾进，垃圾出”是共识。如果CRM数据混乱，在实施ChurnZero前先修复——不良数据会产生误导性健康评分和失效的自动化流程。
  • 双向CRM同步可能覆盖字段。启用与Salesforce或HubSpot的双向同步前，为每个字段明确数据源。先在少量账户上测试。
  • 速率限制为200请求/分钟。超出限制时API会返回
    429
    错误。尽可能使用OData分页（
    $top
    /
    $skip
    ）和批量请求。
  • **自我更新：**如果发现此处未涵盖的内容，请添加到
    references/learnings.md
    并标注当日日期。

Related skills

相关技能

  • /sales-customer-success
    — Customer success strategy: health scores, churn prevention, onboarding, expansion, playbook design, CS platform comparison. Install: 
    npx skills add sales-skills/sales --skill sales-customer-success
  • /sales-vitally
    — Vitally platform help: Health Scores, Playbooks, Projects, API — alternative CS platform. Install: 
    npx skills add sales-skills/sales --skill sales-vitally
  • /sales-planhat
    — Planhat platform help: Health Scores, Revenue Management, CRM Sync, Automation, MCP Server, API. Install: 
    npx skills add sales-skills/sales --skill sales-planhat
  • /sales-customer-feedback
    — NPS, CSAT, CES, VoC program design — survey methodology, response rates, closed-loop feedback. Install: 
    npx skills add sales-skills/sales --skill sales-customer-feedback
  • /sales-in-app-messaging
    — In-app messages for onboarding tours, feature announcements, NPS surveys. Install: 
    npx skills add sales-skills/sales --skill sales-in-app-messaging
  • /sales-integration
    — Connect ChurnZero to CRM, billing, and analytics tools via native integrations, Zapier, or API. Install: 
    npx skills add sales-skills/sales --skill sales-integration
  • /sales-do
    — Not sure which skill to use? The router matches any sales objective to the right skill. Install: 
    npx skills add sales-skills/sales --skill sales-do
  • /sales-customer-success
    — 客户成功策略：健康评分、流失预防、客户入职、客户拓展、方案设计、客户成功平台对比。安装命令：
    npx skills add sales-skills/sales --skill sales-customer-success
  • /sales-vitally
    — Vitally平台帮助：Health Scores、Playbooks、Projects、API——另一款客户成功平台。安装命令：
    npx skills add sales-skills/sales --skill sales-vitally
  • /sales-planhat
    — Planhat平台帮助：Health Scores、收入管理、CRM同步、自动化、MCP Server、API。安装命令：
    npx skills add sales-skills/sales --skill sales-planhat
  • /sales-customer-feedback
    — NPS、CSAT、CES、VoC项目设计——调查方法论、响应率、闭环反馈。安装命令：
    npx skills add sales-skills/sales --skill sales-customer-feedback
  • /sales-in-app-messaging
    — 应用内消息：新用户入职引导、功能公告、NPS调查。安装命令：
    npx skills add sales-skills/sales --skill sales-in-app-messaging
  • /sales-integration
    — 通过原生集成、Zapier或API将ChurnZero连接至CRM、计费和分析工具。安装命令：
    npx skills add sales-skills/sales --skill sales-integration
  • /sales-do
    — 不确定使用哪个技能？该路由工具会将任何销售目标匹配到合适的技能。安装命令：
    npx skills add sales-skills/sales --skill sales-do

Examples

示例

Example 1: Health scores show green for accounts that churned

示例1：健康评分为绿色的账户却发生了流失

User: "My ChurnScores aren't catching at-risk accounts — green accounts churned last quarter."
Approach: Read platform-guide.md health scores section. Audit ChurnScore factors — likely missing product usage signals or over-weighting login frequency. Check if usage tracking data (via Segment/Mixpanel/Pendo integration) is syncing correctly. Recommend adding lagging indicators (support ticket trend, days since key-feature use) and validating factor weights against 6-12 months of actual churn data.
用户：“我的ChurnScores无法识别高风险账户——上季度评分为绿色的账户流失了。”
处理方法：阅读platform-guide.md中的健康评分章节。审核ChurnScore因子——可能缺少产品使用信号或过度权重登录频率。检查使用追踪数据（通过Segment/Mixpanel/Pendo集成）是否同步正常。建议添加滞后指标（支持工单趋势、关键功能未使用天数）并根据6-12个月的实际流失数据验证因子权重。

Example 2: Play automation not triggering

示例2：Play自动化未触发

User: "I set up a renewal play to create tasks 90 days before renewal but nothing happens."
Approach: Read platform-guide.md plays section. Check: (1) Is the renewal date field populated on accounts? (2) Is the Play active (not draft)? (3) Do the account segment filter conditions match? (4) Check the Play execution log for errors. Walk through the trigger→condition→action chain.
用户：“我设置了一个续约Play，在续约前90天创建任务，但没有任何反应。”
处理方法：阅读platform-guide.md中的Play章节。检查：(1) 账户的续约日期字段是否已填充？(2) Play是否处于激活状态（而非草稿）？(3) 账户分群过滤条件是否匹配？(4) 查看Play执行日志是否有错误。逐步排查触发器→条件→动作链条。

Example 3: Reporting feels too rigid

示例3：报告过于僵化

User: "I need a dashboard showing accounts by health score and renewal date but the default dashboards don't support it."
Approach: Read platform-guide.md reporting section. On Professional, custom dashboards aren't available — workaround: build a segment filtering by health score range + renewal date window, then export to Google Sheets via the live spreadsheet integration. On Enterprise, use the custom dashboard builder. For BI-level analysis, connect Snowflake/BigQuery via the data warehouse integration.
用户：“我需要一个显示账户健康评分和续约日期的仪表板，但默认仪表板不支持。”
处理方法：阅读platform-guide.md中的报告章节。Professional版无法使用自定义仪表板——替代方案：构建按健康评分范围+续约窗口期过滤的分群，然后通过实时电子表格集成导出至Google Sheets。Enterprise版可使用自定义仪表板构建器。如需BI级分析，通过数据仓库集成连接Snowflake/BigQuery。

Troubleshooting

故障排查

CRM data not syncing or fields being overwritten

CRM数据未同步或字段被覆盖

  • Check integration status. Go to Admin → Integrations and verify the CRM connection is active (not disconnected or errored).
  • Check field mappings. ChurnZero syncs whitelisted fields bidirectionally — verify the fields you expect are selected and the sync direction is correct.
  • Check for duplicate accounts. If external IDs from CRM don't match ChurnZero's account identifiers, sync may create duplicates instead of updating.
  • 检查集成状态。进入管理→集成，验证CRM连接是否处于激活状态（未断开或报错）。
  • 检查字段映射。ChurnZero会双向同步白名单字段——确认你需要的字段已被选中且同步方向正确。
  • 检查重复账户。如果CRM的外部ID与ChurnZero的账户标识符不匹配，同步可能会创建重复账户而非更新现有账户。

Dashboards showing stale data

仪表板显示过期数据

  • Check data source refresh. Integrations sync every 15 minutes by default. Data warehouse connections (Snowflake, BigQuery) sync on a configured schedule.
  • Check segment definitions. Reports are segment-based — if the segment criteria don't match your expectations, the dashboard shows unexpected results.
  • Consider the live spreadsheet workaround. Export segments to Excel 365 or Google Sheets for real-time, auto-updating data outside ChurnZero's dashboard limitations.
  • 检查数据源刷新。集成默认每15分钟同步一次。数据仓库连接（Snowflake、BigQuery）按配置的计划同步。
  • 检查分群定义。报告基于分群——如果分群标准不符合预期，仪表板会显示意外结果。
  • 考虑使用实时电子表格替代方案。将分群导出至Excel 365或Google Sheets，获取ChurnZero仪表板限制之外的实时自动更新数据。

WalkThroughs not displaying to users

WalkThroughs未向用户显示

  • Check the JavaScript tracking script. ChurnZero's in-app features require the tracking script installed on your product. Verify it's loaded on the pages where WalkThroughs should appear.
  • Check targeting rules. WalkThroughs target specific user segments — verify the user matches the segment criteria.
  • Check browser console. Look for JavaScript errors related to the ChurnZero embed. Ad blockers and CSP headers can prevent loading.
  • 检查JavaScript追踪脚本。ChurnZero的应用内功能需要在产品中安装追踪脚本。验证脚本是否在WalkThroughs应显示的页面上加载。
  • 检查目标规则。WalkThroughs针对特定用户分群——验证用户是否符合分群标准。
  • 检查浏览器控制台。查找与ChurnZero嵌入相关的JavaScript错误。广告拦截器和CSP头可能会阻止加载。