What users are saying about
10 Ratings
2 Ratings
10 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.7 out of 100
2 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
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

UserReplay

Great for online businesses who are well established and want to refine their UX/site performance.
Chris Wood | TrustRadius Reviewer

Feature Rating Comparison

Security

Custify
9.7
UserReplay
Role-based user permissions
Custify
9.7
UserReplay

Platform & Infrastructure

Custify
9.7
UserReplay
API
Custify
9.7
UserReplay

Customer Data Extraction / Integration

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

Customer Success Management

Custify
9.6
UserReplay
Sponsor tracking
Custify
9.1
UserReplay
Customer profiles
Custify
9.7
UserReplay
Automated workflow
Custify
9.1
UserReplay
Internal collaboration
Custify
10.0
UserReplay
Customer health scoring
Custify
10.0
UserReplay
Customer segmentation
Custify
10.0
UserReplay

CSM Reporting & Analytics

Custify
9.5
UserReplay
Customer health trends
Custify
10.0
UserReplay
Engagement analytics
Custify
9.4
UserReplay
Dashboards
Custify
9.1
UserReplay

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

UserReplay

  • Identifying an issue and quickly understanding what the financial impact is
  • Seeing how users use and interact with your site, by device
  • Reporting on custom events
  • Quickly finding a session and replaying it, to watch it back.
Chris Wood | 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

UserReplay

  • Having confidence in the reports/numbers it pulls
  • No function to email out weekly/monthly reports.
  • Insights are sometimes difficult to extract
Chris Wood | 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

UserReplay

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

UserReplay

No score
No answers yet
No answers on this topic

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

UserReplay

Very well, a similar but different system
Chris Wood | 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

UserReplay

  • Confirmed our low basket abandonment
Chris Wood | TrustRadius Reviewer

Screenshots

Pricing Details

Custify

General

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

UserReplay

General

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

Rating Summary

Likelihood to Recommend

Custify
9.7
UserReplay
9.0

Usability

Custify
8.0
UserReplay

Support Rating

Custify
10.0
UserReplay

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