10 Ratings
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Score 9.8 out of 100
2 Ratings
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Score 3.3 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

Verint Express (formerly KANA 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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Security

Custify
9.8
Verint Express (formerly KANA Express), discontinued
Role-based user permissions
Custify
9.8
Verint Express (formerly KANA Express), discontinued

Platform & Infrastructure

Custify
9.8
Verint Express (formerly KANA Express), discontinued
API
Custify
9.8
Verint Express (formerly KANA Express), discontinued

Customer Data Extraction / Integration

Custify
9.4
Verint Express (formerly KANA Express), discontinued
Product usage
Custify
9.8
Verint Express (formerly KANA Express), discontinued
Help desk / support tickets
Custify
9.1
Verint Express (formerly KANA Express), discontinued

Customer Success Management

Custify
9.7
Verint Express (formerly KANA Express), discontinued
Sponsor tracking
Custify
9.1
Verint Express (formerly KANA Express), discontinued
Customer profiles
Custify
9.8
Verint Express (formerly KANA Express), discontinued
Automated workflow
Custify
9.3
Verint Express (formerly KANA Express), discontinued
Internal collaboration
Custify
10.0
Verint Express (formerly KANA Express), discontinued
Customer health scoring
Custify
10.0
Verint Express (formerly KANA Express), discontinued
Customer segmentation
Custify
10.0
Verint Express (formerly KANA Express), discontinued

CSM Reporting & Analytics

Custify
9.5
Verint Express (formerly KANA Express), discontinued
Customer health trends
Custify
10.0
Verint Express (formerly KANA Express), discontinued
Engagement analytics
Custify
9.5
Verint Express (formerly KANA Express), discontinued
Dashboards
Custify
9.1
Verint Express (formerly KANA Express), discontinued

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

Verint Express (formerly KANA 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.
Anonymous | 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

Verint Express (formerly KANA 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.
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

Verint Express (formerly KANA 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
Anonymous | TrustRadius Reviewer

Verint Express (formerly KANA 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.
Maria-Mirabela Ganta | TrustRadius Reviewer

Verint Express (formerly KANA 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.
Nemanja Klajic | TrustRadius Reviewer

Verint Express (formerly KANA 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.
Anonymous | TrustRadius Reviewer

Screenshots

Verint Express (formerly KANA Express), discontinued

Pricing Details

Custify

General

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

Verint Express (formerly KANA Express), discontinued

General

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

Rating Summary

Likelihood to Recommend

Custify
9.8
Verint Express (formerly KANA Express), discontinued
3.0

Usability

Custify
8.0
Verint Express (formerly KANA Express), discontinued

Support Rating

Custify
10.0
Verint Express (formerly KANA Express), discontinued

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