What users are saying about
11 Ratings
21 Ratings
11 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.1 out of 100
21 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100

Feature Set Ratings

  • Custify ranks higher in 2 feature sets: Customer Data Extraction / Integration, CSM Reporting & Analytics
  • Planhat ranks higher in 3 feature sets: Security, Platform & Infrastructure, Customer Success Management

Security

7.3

Custify

73%
8.8

Planhat

88%
Planhat ranks higher in 1/1 features

Role-based user permissions

7.3
73%
11 Ratings
8.8
88%
10 Ratings

Platform & Infrastructure

8.1

Custify

81%
9.1

Planhat

91%
Planhat ranks higher in 2/2 features

API

8.2
82%
11 Ratings
8.6
86%
8 Ratings

Integration with Salesforce.com

8.0
80%
1 Rating
9.5
95%
6 Ratings

Customer Data Extraction / Integration

9.1

Custify

91%
8.7

Planhat

87%
Custify ranks higher in 2/2 features

Product usage

9.1
91%
11 Ratings
8.8
88%
10 Ratings

Help desk / support tickets

9.1
91%
1 Rating
8.5
85%
8 Ratings

Customer Success Management

8.4

Custify

84%
9.0

Planhat

90%
Planhat ranks higher in 6/7 features

NPS surveys

8.0
80%
1 Rating
9.3
93%
9 Ratings

Sponsor tracking

8.0
80%
2 Ratings
9.1
91%
6 Ratings

Customer profiles

8.2
82%
11 Ratings
8.8
88%
10 Ratings

Automated workflow

9.0
90%
11 Ratings
8.2
82%
10 Ratings

Internal collaboration

7.3
73%
11 Ratings
8.4
84%
10 Ratings

Customer health scoring

9.1
91%
11 Ratings
9.2
92%
10 Ratings

Customer segmentation

9.1
91%
11 Ratings
9.7
97%
10 Ratings

CSM Reporting & Analytics

9.0

Custify

90%
8.7

Planhat

87%
Custify ranks higher in 3/4 features

Customer health trends

9.1
91%
11 Ratings
9.1
91%
9 Ratings

Engagement analytics

9.0
90%
11 Ratings
8.6
86%
9 Ratings

Dashboards

9.0
90%
3 Ratings
9.0
90%
9 Ratings

Revenue forecasting

N/A
0 Ratings
8.2
82%
6 Ratings

Attribute Ratings

  • Planhat is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

Likelihood to Recommend

9.1

Custify

91%
11 Ratings
9.2

Planhat

92%
10 Ratings

Usability

8.9

Custify

89%
2 Ratings
9.2

Planhat

92%
4 Ratings

Support Rating

9.1

Custify

91%
2 Ratings
9.7

Planhat

97%
4 Ratings

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

Planhat

Planhat is very cost-effective compared to its competitors and offers a similar level of functionality. So if you are looking for a CS platform that will give your CSM's all the data they need to manage their portfolio, then Planhat will do the job very well. I was part of the team that was tasked with selecting a CS platform for Pexip, and the combination of cost and performance made Planhat a clear winner against the other two products we were evaluating.
I still use Salesforce on a daily basis because that's the platform we use to generate quotes. It would be nice if I only had one platform to perform all of my CS tasks in. I'm not sure if that's a criticism of Planhat or not, as I don't know if it has a quoting module that we haven't implemented, or whether that function simply isn't available.
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

Planhat

  • Customer support and onboarding experience is really smooth, straightforward, and fast.
  • Dashboards have been really powerful for customer and business intelligence.
  • Management reporting in real time.
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

Planhat

  • Allow for cc'ing of AEs or others within the same organization from the messaging center. When I went to send a message from within Planhat, I had to manually type out the AE's email address every time if I wanted them cc'd.
  • The fonts were funky if I went to add text into an existing email template. For example, if I added in an extra sentence or paragraph, in Outlook on the recipient's end, the font was different despite looking the same within Planhat. Gmail was all consistent, Outlook was showing a different font.
Read full review

Pricing Details

Custify

Starting Price

Editions & Modules

Custify editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Planhat

    Starting Price

    Editions & Modules

    Planhat editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      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

      Planhat

      Planhat is an easy-to-use, intuitive software that didn't take long to set up and learn. We are able to view powerful, rich data in dashboards that break everything down so comprehensively. The support team is always there to help and is very quick to respond in live chat--so if you do have an issue or are unsure of how to use a feature, you will more than likely get an immediate response to your query, while still in the platform.
      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

      Planhat

      Planhat support is excellent. We have a dedicated resource allocated to work with us, and he is extremely knowledgeable, articulate and responsive. The wider support team at Planhat is also very good, responding quickly to any issues logged. As an end-user, you can chat with Planhat support if you encounter any issues or have any questions, and they have always helped me.
      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

      Planhat

      Planhat was the most agile and easy to use software, while still having unique and powerful features that allowed us to really customize the software around our organization and needs. Planhat is more than a Customer Success tool in essence and adds tremendous value and flexibility over its competitors.
      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

      Planhat

      • Better visibility into customer health, which led to more proactive reach outs to accounts at high risk.
      • Better renewal visibility by being able to surface upcoming renewal accounts and proactively reach out to provide value ahead of time.
      Read full review

      Screenshots

      Add comparison