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 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

Medallia

Any customer service industry would benefit from implementing Medallia. This is your one-stop-shop for everything surveying and data analytics. I have personally seen this successfully implemented in both software companies and retail. Medallia offers multiple integration options to create connected applications in your business. This is designed as an enterprise solution, smaller businesses may find it difficult to justify the cost.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Security

Custify
9.8
Medallia
Role-based user permissions
Custify
9.8
Medallia

Platform & Infrastructure

Custify
9.8
Medallia
API
Custify
9.8
Medallia

Customer Data Extraction / Integration

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

Customer Success Management

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

CSM Reporting & Analytics

Custify
9.5
Medallia
Customer health trends
Custify
10.0
Medallia
Engagement analytics
Custify
9.6
Medallia
Dashboards
Custify
9.1
Medallia

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

Medallia

  • Integration with Salesforce: Medallia can be fully integrated with Salesforce or other CRM systems with all the data in both places and Account Managers/Sales, CSM's, Support, Onboarding, executives, etc., never have to leave SF and they have a Dashboard in SF tailored to their role. All data is available in real-time.
  • Closed loop: Great closed-loop where alerts are sent out to the right person in real time if there is a detractor or dissatisfied customer. This means you can contact the customer within 24 hours, which wows your customers and makes it easy to move to customers from a Detractor to a Promoter.
  • Actionable insights: Medallia has amazing dashboards, that give you the data you need along with text analytics to make changes based on your customer needs, pain points and trends. It gives you all the tools you need to take the right actions to improve you customer experience and the bottom-line.
Noomi Codon | 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

Medallia

  • Our service model does not provide any ownership over the platform. We have to engage our Medallia Project Team to build surveys, troubleshoot issues, make changes to surveys, reports, and dashboards, resulting in long turnaround times and inefficiency.
  • Medallia charges for both "units" and users. "Units" are defined as named individuals in surveys, but don't have log-in privileges. In our case, they are customer service agents or business consultants that engaged with the client but are not part of our closed-loop case management process or access to the platform.
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

Medallia

Medallia 10.0
Based on 1 answer
Medallia's user interface is simple and intuitive for the end-user. Everyone in our organization from the CEO to store level team members use Medallia to see how we are delivering experiences for our customers. From an administrative side, I would rate Medallia closer to a 7.5, but this part of Medallia is not used as often post-implementation. That being said, you will need a technical/IT resource on staff or will need to pay a premium to a 3rd party to manage it for you.
Anonymous | TrustRadius Reviewer

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

Medallia

Medallia 10.0
Based on 1 answer
Medallia is always there to answer questions and/or support our needs. In some cases it does require a PO if the request does not fall under normal support, but that does not change the fact that they are very responses and available to support your needs
Anonymous | 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

Medallia

If you have a very large business with multiple outlets, Medallia is a reasonable choice to make because of the major scalability and the vast amounts of data you can collect. If you are a small, one-off, or independent business, it can be very costly and not all of the tools are necessary for you. I do not like the user experience or report visualizations as much as the reports on Revinate and TrustYou. Revinate is my favorite of the three so far.
Emily Penfold Dailey | 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

Medallia

  • You have full visibility into what your customers are thinking on a wide spectrum, allowing you to get out of specific anecdotes and really determine your strengths and weaknesses.
  • You'll be able to make your customers feel more valued in asking for their feedback in improving, adding another layer of positive to the customer experience.
  • Medallia will help your employees learn what they're doing well and where they can get better, automatically helping to keep all of your employees continuously improve.
Andrew Mishler | TrustRadius Reviewer

Screenshots

Pricing Details

Custify

General

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

Medallia

General

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

Rating Summary

Likelihood to Recommend

Custify
9.8
Medallia
7.4

Usability

Custify
8.0
Medallia
10.0

Support Rating

Custify
10.0
Medallia
10.0

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