Custify vs. Medallia

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Custify
Score 9.5 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
Medallia
Score 9.1 out of 10
N/A
Medallia is an enterprise customer feedback solution that allows companies to collect customer feedback across multiple channels and touchpoints, and analyze, understand and react to it in real time.N/A
Pricing
CustifyMedallia
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
CustifyMedallia
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Features
CustifyMedallia
Security
Comparison of Security features of Product A and Product B
Custify
7.0
11 Ratings
21% below category average
Medallia
-
Ratings
Role-based user permissions7.011 Ratings00 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Custify
8.0
11 Ratings
6% below category average
Medallia
-
Ratings
API8.011 Ratings00 Ratings
Integration with Salesforce.com8.01 Ratings00 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
Medallia
-
Ratings
Product usage9.011 Ratings00 Ratings
Help desk / support tickets9.11 Ratings00 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
Medallia
-
Ratings
NPS surveys8.01 Ratings00 Ratings
Sponsor tracking8.02 Ratings00 Ratings
Customer profiles8.011 Ratings00 Ratings
Automated workflow9.011 Ratings00 Ratings
Internal collaboration7.011 Ratings00 Ratings
Customer health scoring9.011 Ratings00 Ratings
Customer segmentation9.011 Ratings00 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
Medallia
-
Ratings
Customer health trends9.011 Ratings00 Ratings
Engagement analytics9.011 Ratings00 Ratings
Dashboards9.03 Ratings00 Ratings
Best Alternatives
CustifyMedallia
Small Businesses
Intercom
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Score 8.7 out of 10
Sogolytics
Sogolytics
Score 8.9 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 8.8 out of 10
Quadient Inspire
Quadient Inspire
Score 9.4 out of 10
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User Ratings
CustifyMedallia
Likelihood to Recommend
9.0
(11 ratings)
9.2
(21 ratings)
Usability
9.0
(2 ratings)
9.0
(2 ratings)
Support Rating
9.0
(2 ratings)
7.0
(2 ratings)
User Testimonials
CustifyMedallia
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.
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Medallia
Medallia is best for customer experience feedback. This will allow you to analyze and understand their current experience with the service you are providing. You will not [only] understand what specific point you are lacking, but you will also know which point they are happy with. Using the data provided, you can take necessary actions on how to improve and elevate your customer's experience.
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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.
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Medallia
  • It provides a rating for customers to rank how satisfied or not satisfied they are with the service.
  • As an Account Manager, this is a helpful tool to hear customers' experiences and feedback.
  • It helps us manage our next steps because the tools also provide options to note the action taken and if the issue has been resolved or not.
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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.
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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.
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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.
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Medallia
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.
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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
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Medallia
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
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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.
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Medallia
Medallia does not only gives us convenience. It also gives us an opportunity to solve real-time feedback and create real-time solutions. The platform is easy to use, with a dashboard that could help our agents check their progress on a daily basis. I am particularly impressed with the platforms' ability to provide high attention to detail without compromising the sleek design that gives a professional vibe.
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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.
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Medallia
  • It does play a big role when we are running a referral campaign. Referral greatly affects sales and retention since customers are bringing in new clients/customers.
  • It helps our organization keep track of the accounts that are most likely to churn by checking their feedback and knowing how we can improve our service.
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ScreenShots

Custify Screenshots

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Medallia Screenshots

Screenshot of Employee EngagementScreenshot of Customer ProfileScreenshot of IoT FeedbackScreenshot of Medallia MobileScreenshot of Organizational HierarchyScreenshot of Suggested Actions