What users are saying about
10 Ratings
62 Ratings
10 Ratings
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Score 9.7 out of 100
62 Ratings
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Score 8.8 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

Guru

Guru is great for a reference tool. It works great for processes where you can describe in pictures and videos. This works well since everyone learns differently. Guru is less appropriate as a learning management system -- we have a separate LMS. Guru is great for if you need a quick answer to a specific question.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Security

Custify
9.7
Guru
Role-based user permissions
Custify
9.7
Guru

Platform & Infrastructure

Custify
9.7
Guru
API
Custify
9.7
Guru

Customer Data Extraction / Integration

Custify
9.4
Guru
Product usage
Custify
9.7
Guru
Help desk / support tickets
Custify
9.1
Guru

Customer Success Management

Custify
9.7
Guru
Sponsor tracking
Custify
9.1
Guru
Customer profiles
Custify
9.7
Guru
Automated workflow
Custify
9.2
Guru
Internal collaboration
Custify
10.0
Guru
Customer health scoring
Custify
10.0
Guru
Customer segmentation
Custify
10.0
Guru

CSM Reporting & Analytics

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

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

Guru

  • Verification - having the ability to set owners, and ensure those owners are responsible for maintaining the information and keeping it current is a HUGE win!
  • Content organization both from a UI and design perspective is great, it helps ensure that no matter how you engage with knowledge management systems you feel comfortable finding the information you need.
Natalie Mercuri | 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

Guru

  • Difficulty transferring bodies of existing knowledge onto GURU - At first we simply copy-pasted entire google drive documents into GURU cards, but that's super cumbersome, especially because the formatting never transfers perfectly. This increases the amount of time it takes to implement GURU fully.
  • It still feels like we are "setting things up" - Its been about 4 months since we first began implementing GURU and it still feels like there is more work to be done to "set things up." How much time should card verifies spend verifying cards? Who is responsible for which collection of knowledge? Who should and who should not have the ability to create new GURU cards? And so forth.
  • No best practices on organizational theory - A hot topic issue for our support team is how to organize customer support related knowledge. This has made implementation for our support team a bit more difficult.
Anonymous | 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

Guru

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

Guru

Guru 8.3
Based on 25 answers
I never actually required contacting the Guru support team. That could be because creating new Guru cards or editing existing ones was very intuitive. One issue I did have was that when it came time to export all of the content in Guru it was very difficult and cumbersome so I would recommend making that an easier, cleaner process.
Matt Eaton | TrustRadius Reviewer

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

Guru

Google Drive is an excellent tool for database and large file sharing but very clunky when needed for quick-hits or answers. Guru had come in and knocked it out of the park. Guru has given us the ability to utilize both successfully throughout multiple teams.
Jon Walka | 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

Guru

  • Our ticket resolution times went from over 8 hours to just over 2 hours.
  • We no longer have a continuous conversation between support and developers allowing developers to focus on developing.
  • Having the same information across teams has proven helpful too.
Julie Kuehl | 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

Guru

General

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

Guru Editions & Modules

Edition
Starter$61
Builder$121
Expert$241
  1. per user, per month
Additional Pricing Details

Rating Summary

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