What users are saying about
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
Based on 10 reviews and ratings
2 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 3.3 out of 100
Based on 2 reviews and ratings
Feature Set Ratings
Security
9.7
Custify
97%
Verint Express, discontinued
Feature Set Not Supported
N/A
Custify ranks higher in 1/1 features
Custify ranks higher in 1/1 features
Role-based user permissions
9.7
97%
10 Ratings
N/A
0 Ratings
Platform & Infrastructure
9.7
Custify
97%
Verint Express, discontinued
Feature Set Not Supported
N/A
Custify ranks higher in 1/1 features
Custify ranks higher in 1/1 features
API
9.7
97%
10 Ratings
N/A
0 Ratings
Customer Data Extraction / Integration
9.4
Custify
94%
Verint Express, discontinued
Feature Set Not Supported
N/A
Custify ranks higher in 2/2 features
Custify ranks higher in 2/2 features
Product usage
9.7
97%
10 Ratings
N/A
0 Ratings
Help desk / support tickets
9.1
91%
1 Rating
N/A
0 Ratings
Customer Success Management
9.6
Custify
96%
Verint Express, discontinued
Feature Set Not Supported
N/A
Custify ranks higher in 6/6 features
Custify ranks higher in 6/6 features
Sponsor tracking
9.1
91%
1 Rating
N/A
0 Ratings
Customer profiles
9.7
97%
10 Ratings
N/A
0 Ratings
Automated workflow
9.0
90%
10 Ratings
N/A
0 Ratings
Internal collaboration
10.0
100%
10 Ratings
N/A
0 Ratings
Customer health scoring
10.0
100%
10 Ratings
N/A
0 Ratings
Customer segmentation
10.0
100%
10 Ratings
N/A
0 Ratings
CSM Reporting & Analytics
9.5
Custify
95%
Verint Express, discontinued
Feature Set Not Supported
N/A
Custify ranks higher in 3/3 features
Custify ranks higher in 3/3 features
Customer health trends
10.0
100%
10 Ratings
N/A
0 Ratings
Engagement analytics
9.4
94%
10 Ratings
N/A
0 Ratings
Dashboards
9.1
91%
2 Ratings
N/A
0 Ratings
Attribute Ratings
- Custify is rated higher in 1 area: Likelihood to Recommend
Likelihood to Recommend
9.7
Custify
97%
10 Ratings
3.0
Verint Express, discontinued
30%
1 Rating
Usability
8.0
Custify
80%
1 Rating
Verint Express, discontinued
N/A
0 Ratings
Support Rating
10.0
Custify
100%
1 Rating
Verint Express, discontinued
N/A
0 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.
Product Manager
GloriaFoodComputer Software, 11-50 employees
Verint Express, discontinued
If your business has more than 50 users, don't use KANA Express. User management and setup is not intuitive, and back-end email management takes a large amount of time.If your business emails more than one recipient and expects replies from more than one recipient, don't use KANA Express. The system is built for one-question-in, one-answer-out. Anything more than that requires extra customization or is impossible, according to their development team.If managing your inbound email either internally or externally is critical to your operations, don't use KANA Express. Downtime is more frequent than is acceptable, and their Netherlands advanced support team's hours make down-time in the western hemisphere a lot longer than it needs to be.

Verified User
Manager in Customer Service
Music Company, 5001-10,000 employeesPros
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.

Verified User
Employee in Sales
Telecommunications Company, 501-1000 employeesVerint Express, discontinued
- Allows you to manage multiple email queues with different business rules.
- User interface is somewhat intuitive, allowing users to navigate fairly easily.
- Admin controls allow for a considerable variety of customization.

Verified User
Manager in Customer Service
Music Company, 5001-10,000 employeesCons
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.

Verified User
C-Level Executive in Information Technology
Information Technology & Services Company, 1-10 employeesVerint Express, discontinued
- KANA Express is NOT set up for business models where email is conversational and involves multiple recipients and responses. If your business model is one-question-in, one-answer-out, then KANA Express will probably work for you.
- Since signing on with them, KANA Express' support team has been severely lacking in expertise and acceptable turnaround times, especially when the platform encounters a system-wide issue to leads to downtime. Our assigned sales contacts jumped ship with the company almost immediately after we went live, which is never a good sign.
- Admin panel and functions are very antiquated and not user-friendly at all. Email management through the admin tool lacks crucial insight that prevents admin users from being able to easily route and manage emails. Our organization had to write our own KANA user guides that KANA Express then took and started using themselves and for other clients.
- The KANA Express platform does not have proper spam or auto-reply management tools. Admin users must manually turn off the KANA Express auto-response emails in order to prevent email loops with other parties' auto-responses.
- Analytics options are lacking. Admin users must run at least three separate reports in order to gather appropriate insight as to user activities and metrics.
- Email queue/user set up is not intuitive. If adding a new queue or user, all users must be manually adjusted to include that new queue. There is no mass-edit tool for KANA Express users.

Verified User
Manager in Customer Service
Music Company, 5001-10,000 employeesPricing Details
Custify
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Starting Price
—Verint Express, discontinued
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—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

Verified User
C-Level Executive in Corporate
Computer Software Company, 11-50 employeesVerint Express, discontinued
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

Verified User
C-Level Executive in Corporate
Computer Software Company, 11-50 employeesVerint Express, discontinued
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.
Marketing Coordinator
SocialinsiderInformation Technology & Services, 1-10 employees
Verint Express, discontinued
No answers on this topic
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.
Customer Success Lead
Referrizer LLCMarketing & Advertising, 51-200 employees
Verint Express, discontinued
- KANA Express was originally presented as an excellent alternative to Fastraq, an email management system that was in EOL during the time we were shopping for alternatives. Unfortunately, our originally planned ROI was not achieved due to lost functionality and broken sales promises, leaving us with an email management system that's built more on workarounds than out-of-the-box solutions, requiring considerable time for admin activities that could be avoided by a better-designed system.

Verified User
Manager in Customer Service
Music Company, 5001-10,000 employees