What users are saying about
10 Ratings
18 Ratings
10 Ratings
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Score 9.8 out of 100
18 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

Custify

Two big use cases where it's very well suited: onboarding of our clients and churn prevention. It just saves me so much time and helps me recommend more strategic suggestions. At the end of the day I can see my productivity being a lot higher than before having Custify.
Georgiana Florea | TrustRadius Reviewer

Freshchat

Freshchat is suitable in scenarios where you want to provide your customers with different platforms for contacting your sales department and handing each customer to the right agent. It lets users accumulate customer data and categorize conversations for the purposes of building realistic expectations from every single discussion. Freshchat has a way of exposing our brand through plenty of methods.
Elizabeth Cassidy | TrustRadius Reviewer

Feature Rating Comparison

Security

Custify
9.8
Freshchat
Role-based user permissions
Custify
9.8
Freshchat

Platform & Infrastructure

Custify
9.8
Freshchat
API
Custify
9.8
Freshchat

Customer Data Extraction / Integration

Custify
9.4
Freshchat
Product usage
Custify
9.8
Freshchat
Help desk / support tickets
Custify
9.1
Freshchat

Customer Success Management

Custify
9.7
Freshchat
Sponsor tracking
Custify
9.1
Freshchat
Customer profiles
Custify
9.8
Freshchat
Automated workflow
Custify
9.3
Freshchat
Internal collaboration
Custify
10.0
Freshchat
Customer health scoring
Custify
10.0
Freshchat
Customer segmentation
Custify
10.0
Freshchat

CSM Reporting & Analytics

Custify
9.5
Freshchat
Customer health trends
Custify
10.0
Freshchat
Engagement analytics
Custify
9.5
Freshchat
Dashboards
Custify
9.1
Freshchat

Pros

Custify

  • As many health scores as you want per account on one screen.
  • As many lifecycles as you want per account on one screen.
  • Lots of health history information per client on one screen.
  • Very easy usage for team collaboration.
Anonymous | TrustRadius Reviewer

Freshchat

  • User-friendly - this was incredibly important for us as several team members with different backgrounds needed to find the platform mutually easy to use.
  • Analytics - the data collected by the tool is accurate and easy to understand, helping us take decisions internally regarding customer targeting and content/site improvements that are necessary.
  • Puts us in control - the tool has allowed us to remain totally in control of customer communication/support tickets/automated bots through our sites, an enormous advantage considering other options we looked at outsourced this and therefore could potentially lead to miscommunication or mismanagement.
Anonymous | TrustRadius Reviewer

Cons

Custify

  • There was a problem integrating our CRM at first, and to be honest, I almost switched to another product because it's a big deal for us, but they got it worked out significantly faster than any of us guessed it would take, so we stayed, and I'm glad it worked out.
  • The main data point still missing is global revenue. I reached out and they said it's in the works. The software is making us money, so we're staying and hope this works out as fast as the CRM issue.
Anonymous | TrustRadius Reviewer

Freshchat

  • Inconsistent notifications - the chat notification works intermittently for agents. They don't always know they have a chat or that a customer responded.
  • Does not work in Safari browser. When I discussed with their support, they said just use another browser.
  • It is supposed to distribute chats based on ticket load, but it did not seem to do this fairly.
Chianne Shepherd | TrustRadius Reviewer

Usability

Custify

Custify 8.0
Based on 1 answer
Overall a great tool with very useful features. It's UI seems a bit clunky and there is no full dashboard. Without these it takes a bit of work to find what you need and get an overview of current activity. Also, implementing everything takes a bit of work. I would recommend it to any saas that is serious about scaling and has a customer success dept
Anonymous | TrustRadius Reviewer

Freshchat

No score
No answers yet
No answers on this topic

Support Rating

Custify

Custify 10.0
Based on 1 answer
Philipp has been there for us throughout the process. Very nice guy and a great help. He guided us in setting KPIs, goals, healthscores. Really gave us a lot more than we wanted. We also had some custom integrations and even though they did not support them, their team released a patch for our CRM so we could integrate it
Anonymous | TrustRadius Reviewer

Freshchat

No score
No answers yet
No answers on this topic

Alternatives Considered

Custify

This software makes it easy to analyze your data and optimize your onboarding - maybe the easiest I've seen, but you've got to be willing to dig into its features and setting. And of course without their Concierge Onboarding this is not so easy.
Maria-Mirabela Ganta | TrustRadius Reviewer

Freshchat

We have used Intercom.The terms used within Intercom were quite complex and the knowledge curve was not very smooth.Additionally, unlike Freschat, we were required to create another help page for FAQs (something like help.drivezy.com). Setting up this was time taking and was not convenient for end users.Not sure if there was a support for mobile apps with Intercom, we could readily find that with Freshchat.
Jitesh Dugar | TrustRadius Reviewer

Return on Investment

Custify

  • Positive impact on churn reduction.
  • Easy view of the customer onboarding progress.
  • Playbooks make contacting a specific group of clients very easy.
Nemanja Klajic | TrustRadius Reviewer

Freshchat

  • The bot automated workflow can engage and convert leads 24/7 even without the interference of the team.
  • It has features that measure the performance of a team member to find the best worker and provide the right compensation.
  • Collecting feedback is what helps us improve how we deliver our products and services and therefore stay ahead of competitors.
Elizabeth Cassidy | TrustRadius Reviewer

Screenshots

Pricing Details

Custify

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Custify Editions & Modules

Additional Pricing Details

Freshchat

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$15*

* per Agent

Freshchat Editions & Modules

Edition
Blossom$151
Garden$29.002
Estate$45.002
Forest$69.002
  1. Per Agent
  2. Per User Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Custify
9.8
Freshchat
9.2

Usability

Custify
8.0
Freshchat

Support Rating

Custify
10.0
Freshchat

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