Custify vs. Gainsight CS

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Custify
Score 9.4 out of 10
Small Businesses (1-50 employees)
Custify is a customer success platform designed for B2B SaaS businesses. It helps users better meet customers' needs, reduce churn and increase lifetime value. The user can see in-product usage insights as well as data from CRM, support, billing, and other systems in one place. Relevant customer success KPIs and client interactions are displayed in its dashboard. Custify also identifies clients that get stuck during onboarding, those whose trial is about to expire, and those whose usage has…N/A
Gainsight CS
Score 8.5 out of 10
Mid-Size Companies (51-1,000 employees)
Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses to put the customer at the center of everything they do. The vendor states that companies that use Gainsight grow net retention by up to 33 percent. Learn how leading companies like Okta, SAP Concur,…
$2,500
Per Company Per Month
Pricing
CustifyGainsight CS
Editions & Modules
No answers on this topic
Subscription
$2,500
Per Company Per Month
Offerings
Pricing Offerings
CustifyGainsight CS
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeRequired
Additional Details
More Pricing Information
Features
CustifyGainsight CS
Security
Comparison of Security features of Product A and Product B
Custify
7.0
11 Ratings
21% below category average
Gainsight CS
7.1
164 Ratings
19% below category average
Role-based user permissions7.011 Ratings7.1164 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Custify
8.0
11 Ratings
6% below category average
Gainsight CS
7.7
205 Ratings
10% below category average
API8.011 Ratings6.9122 Ratings
Integration with Salesforce.com8.01 Ratings7.9204 Ratings
Integration with Marketo00 Ratings7.749 Ratings
Integration with Eloqua00 Ratings8.219 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
Custify
9.0
11 Ratings
5% above category average
Gainsight CS
6.8
205 Ratings
23% below category average
Product usage9.011 Ratings8.5194 Ratings
Help desk / support tickets9.11 Ratings5.2165 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
Custify
8.3
11 Ratings
1% above category average
Gainsight CS
6.3
217 Ratings
26% below category average
NPS surveys8.01 Ratings7.9170 Ratings
Sponsor tracking8.02 Ratings4.6160 Ratings
Customer profiles8.011 Ratings6.2194 Ratings
Automated workflow9.011 Ratings7.9208 Ratings
Internal collaboration7.011 Ratings5.1195 Ratings
Customer health scoring9.011 Ratings7.0210 Ratings
Customer segmentation9.011 Ratings5.2177 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
Custify
9.0
11 Ratings
10% above category average
Gainsight CS
7.2
215 Ratings
12% below category average
Customer health trends9.011 Ratings6.9197 Ratings
Engagement analytics9.011 Ratings7.1174 Ratings
Dashboards9.03 Ratings6.7212 Ratings
Revenue forecasting00 Ratings7.9107 Ratings
Best Alternatives
CustifyGainsight CS
Small Businesses
Intercom
Intercom
Score 8.7 out of 10
Intercom
Intercom
Score 8.7 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
CustifyGainsight CS
Likelihood to Recommend
9.0
(11 ratings)
8.5
(222 ratings)
Likelihood to Renew
-
(0 ratings)
6.8
(14 ratings)
Usability
9.0
(2 ratings)
8.2
(24 ratings)
Availability
-
(0 ratings)
8.2
(1 ratings)
Performance
-
(0 ratings)
6.4
(1 ratings)
Support Rating
9.0
(2 ratings)
9.0
(134 ratings)
Online Training
-
(0 ratings)
5.5
(2 ratings)
Implementation Rating
-
(0 ratings)
6.3
(6 ratings)
Configurability
-
(0 ratings)
6.4
(1 ratings)
Product Scalability
-
(0 ratings)
7.3
(1 ratings)
Vendor post-sale
-
(0 ratings)
6.4
(1 ratings)
User Testimonials
CustifyGainsight CS
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.
Read full review
Gainsight
Well suited for: consolidated and organized note taking tracking stakeholders contact information if properly configured - identifying and categorizing risk categories less appropriate setting up customer journey takes quite a bit of work to implement and make use of - want best practices baked into the product - "customer journey wizard" reporting is robust but clunky to set up reports and get meaningful data
Read full review
Pros
Custify
  • 360 degree view of anything that has to do with a single account, including health score history across many elements, all the lifecycles of that account, different usage and adoption trends on multiple users in the same account, and more.
  • Getting multiple health scores and trends on one screen.
Read full review
Gainsight
  • Gainsight's Data Designer is a powerful tool that allows you to create new tables/data sets from different sources (Create a new table by merging Snowflake, SFDC and Gainsight data that you can use for reporting or be the engine of calls to actions)
  • The health score is great! with good data and the right workflows in place, you can easily create automated health scores by your desired segmentation
  • Journey Orchestrator is the best 1:M outreach tool I have seen from any CSP. Very flexible and comprehensive. Can also support surveys! JO can be used for all segments, not just your digital segments!
  • Gmail/Outlook integration - Our CSMs love that you can send an email and attach it to the gainsight account. You can also create a meeting note in Gainsight and email it to your customers!
  • Calls to Action/Playbooks are very customizable, interoperable with SFDC and a great way for CSMs to keep on top of their work and also a great tool for reporting outcomes and CSMs work throughout the year
Read full review
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.
Read full review
Gainsight
  • Sometimes tying Salesforce Data into Gainsight objects can be challenging. (I don't believe this is a true Gainsight limitation)
  • I would love to see the ability to create a dashboard directly from JO Analytics, to help save time recreating measure the program analytics already provide. (Since the JO program analytics aren't extensible to everyone, a dashboard needs to be created )
Read full review
Likelihood to Renew
Custify
No answers on this topic
Gainsight
Gainsight offers a level of support that I've not experience before. They will work with you to come up with a solution to a problem - or help match you with another client that has a similar setup as you to get their feedback. Also the functionality that we have built within the software works for us. It's 'easy' to use (once you get the hang of it) and our users rather enjoy working in the software.
Read full review
Usability
Custify
I like custify because it does exactly what you think it would. It's reliable and delivers quality organization and analytics for our usage. It's only downfall is it's lack of specific analytics and combination with sales tools that make customer transferring easy. Overall highly recommend using custify and are in a smaller business.
Read full review
Gainsight
I give it this score based on the implementation at my current employer. I don't know if it could be higher based on if the implementation went better, or if there is something on the vendor side that could help. If this were asked at my previous employer, I would have given it a score of 9 or 10.
Read full review
Performance
Custify
No answers on this topic
Gainsight
There are some times when it can take almost a minute to load some of our reports or the rules engine. Within a rule it can also take time to load the actions as they each load one at a time when scrolling. The ability to scroll without waiting would be ideal
Read full review
Support Rating
Custify
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
Read full review
Gainsight
The CSMs are very hands-on and helpful, both Elaine and Lane have provided a lot of guidance and value over the years. Support is responsive and will jump on things as needed. The thought leadership and community is probably the most valuable part of our support from Gainsight.
Read full review
Online Training
Custify
No answers on this topic
Gainsight
The online videos are very good for basic tasks in the platform, but it isn't very descriptive or helpful trying to make your own specific variables fit the simple example that is typically used. Typically, I'll watch a video, try on my own and still have to get help from support or Customer Success team
Read full review
Implementation Rating
Custify
No answers on this topic
Gainsight
I was not part of the implantation (I took over later). However, based on what was passed to me, the tool was not well implemented at our org. I think this had to do with complexity, wrong person assigned in our org, and org buy-in. I think it would have been very successful if we had a better assignment process internally.
Read full review
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.
Read full review
Gainsight
Our Salesforce admin is constantly pushing us to adopt more of the features of Salesforce. However, we find that Gainsight is a stronger tool for customization and enhanced interdepartmental communications. Timeline makes it easy to understand where we stand in a customer lifecycle, which is far superior to reviewing an activity history related list in Salesforce.
Read full review
Return on Investment
Custify
  • Free to paid conversions have gone up, and we see more customers choosing premium options than before, since we're using the automatic workflows to make sure the trial is a lot more focused on helping them see results before they pay a single dollar.
Read full review
Gainsight
  • We increase account coverage by more than 20% through the tools within Gainsight CS to generate actions for our CSMs to prioritize accounts.
  • Now that we are using Success Plans, we are seeing 65-75% of customer outcomes realized within a 12-month period. This was something we weren't able to track before.
Read full review
ScreenShots

Custify Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of

Gainsight CS Screenshots

Screenshot of Get notified when your sponsor moves with our social media tracker - Sponsor TrackingScreenshot of Get more face time with your customers with 60 second videos - GsnapScreenshot of Automate Calls-to-Action on customer risks, opportunities and lifecycle events, better prioritize tasks with AI-driven priority scoring and follow a step-by-step playbook to deliver a consistent, best-in-class customer experience.Screenshot of Our collection of best practice-based solutions can be deployed within your Gainsight instance to help you move quickly and realize value fasterScreenshot of Design dynamic, multi-step customer journeys that blend human and digital touchpoints to deliver personalized engagement at scale. Analyze data at every step and adjust to each customer's behavior to more effectively deliver the outcomes your customers desire.Screenshot of Organize your team’s activities around your customer's key objectives. Collaborate directly with customer stakeholders to realize their desired outcomes and demonstrate how your efforts translate to results.