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Custify has proven to be a valuable tool for customer success teams, providing a more data-driven approach to onboarding and tracking user …
Overview
What is Custify?
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,…
Recent Reviews
Popular Features
- Product usage (11)9.090%
- API (11)8.080%
- Customer profiles (11)8.080%
- Role-based user permissions (11)7.070%
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What is Custify?
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…
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- No setup fee
For the latest information on pricing, visithttps://www.custify.com/pricing
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Alternatives Pricing
What is Intercom?
Intercom creates modern Customer Service software that aims to redefine how businesses support their customers. The platform connects businesses directly to customers using powerful messaging and automation. According to the vendor, Intercom enables teams to scale support without investing more…
What is Freshsuccess?
Freshsuccess (based on technology acquired by Natero by Freshworks in May 2019) is designed to help Customer Success Managers prevent churn, increase account expansion, and manage more customers with less effort. The vendor says features include: Customer 360 - See customer emails, chats,…
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What is Custify?
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 decreased. This lets customer success managers reach out proactively and efficiently. It has a sophisticated automation engine built in for low-touch workflows, as well.
Customer 360 view: No more spreadsheets. Get all the customer data from a CRM, support, billing, and other systems in one place.
Growth: Automatically identify growth, renewal, and upsell opportunities.
Tasks and Alerts: Get notified when a customer is stuck in onboarding, at risk of churning, or due to renew.
Customer Health: Identify at-risk customers and reduce unwanted churn. Track KPIs and define health scores.
Automation: Create playbooks and automate workflows to focus on white-glove tasks.
Customer Lifecycle: Understand product adoption and increase customer satisfaction during onboarding. Then encourage customers to renew their contracts and become advocates.
Custify Features
Customer Data Extraction / Integration Features
- Supported: Product usage
- Supported: Help desk / support tickets
- Supported: Online customer community
- Supported: Billing
Customer Success Management Features
- Supported: NPS surveys
- Supported: Sponsor tracking
- Supported: Customer profiles
- Supported: Automated workflow
- Supported: Internal collaboration
- Supported: Customer health scoring
- Supported: Customer segmentation
CSM Reporting & Analytics Features
- Supported: Customer health trends
- Supported: Engagement analytics
- Supported: Dashboards
- Supported: Customer lifetime value
- Supported: Churn rate
Security Features
- Supported: Role-based user permissions
Platform & Infrastructure Features
- Supported: API
- Supported: Integration with Salesforce.com
Custify Screenshots
Custify Videos
Find out how ChartMogul's Ingmar Zahorsky uses Custify to automate customer success health scoring, and build sophisticated proactive processes. As a result they have successfully scaled they CS team's activities and have significatively improved their renewal and lifecycle activities.
Find out how Monograph's Ailyn Mendoza and Giovanni Gomez used Custify to extract valuable insights about their customers' struggles during the implementation journey and how they've used those insights to better assist clients in understanding the product.
See how Philippe Swamy and his team at Kiflo have streamlined their onboarding process and increased the number of clients with better results and without adding
new staff, simply by using Custify 🚀
Custify Integrations
Custify Competitors
Custify Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Languages | English |
Custify Downloadables
Frequently Asked Questions
Reviewers rate Product usage and Automated workflow and Customer health scoring highest, with a score of 9.
The most common users of Custify are from Small Businesses (1-50 employees).
Custify Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 50% |
| Mid-Size Companies (51-500 employees) | 30% |
| Enterprises (more than 500 employees) | 20% |
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Reviews and Ratings
(12)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
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Custify has proven to be a valuable tool for customer success teams, providing a more data-driven approach to onboarding and tracking user behavior. According to users, the software has significantly improved the onboarding process by enabling automatic workflows that help users adopt the product and increase their likelihood of staying after the trial ends. It also serves as a CRM and analytics tool, allowing for the breakdown of analytics by manager and tracking product usage by manager. This has increased efficiency in serving clients and streamlined customer success operations by identifying trigger points and milestones in the customer journey. Additionally, Custify provides valuable data on user behavior, optimizing the onboarding flow. Users have praised its ability to consolidate data from multiple systems, simplifying customer success operations and offering a deep analysis and quick overview of account health. The software creates tasks for the customer service team, such as reaching out to clients who are not yet getting enough value from the solution, upselling highly successful clients, and increasing conversion for those who have finished onboarding but haven't launched.
Integrating with Intercom for live chat, Custify enables proactive outreach by the customer success team. Customers have reported that it has been instrumental in reducing churn and increasing upsells. The concierge onboarding provided by Custify's founders has also been helpful in setting up and integrating the software effectively. The whole organization, from sales to product development, uses Custify, making it a comprehensive tool for daily operations. Churn management is made easier with features like segment creation, health score tracking, 360-customer views, and playbooks. Additionally, both customer success and sales teams rely on Custify for managing their activities in one place. Users have appreciated Custify's support during onboarding and ongoing use of the platform. The software offers a realistic view of data points and facilitates brainstorming for improvement. With its ability to combine automated workflows for most clients with personalized treatment for key accounts, Custify is highly regarded for its flexibility. It seamlessly integrates with existing tools and has a fast deployment process, allowing for easy importation of customer data. Overall, Custify provides robust features for making data-based decisions and eliminating guesswork, making it an indispensable tool for customer success teams.
Well-organized and easy-to-navigate dashboards: Reviewers have praised the software for its well-organized analytics and customer properties dashboards, which are easy to navigate. This feature has been mentioned by several users as a standout aspect of the software.
Good automation features with integration capabilities: Many reviewers appreciate the software's good automation features and its ability to integrate with other tools. This functionality has been highlighted by multiple users as a key strength of the software.
360-degree view of customer accounts: Users have expressed satisfaction with the software's 360-degree view of customer accounts, which includes tracking health scores, usage trends, and adoption rates. Multiple reviewers have found this comprehensive view of customer data to be valuable in managing their relationships effectively.
Steep Learning Curve: Several users have found that learning the software took more time than expected, indicating a steep learning curve. They mentioned that while the interface is easy to use, there are numerous features and possibilities that require time to fully understand.
Need for Simplified Dashboard: Some users expressed a desire for a more simplified dashboard and additional metrics. They mentioned that although the interface is user-friendly, they would prefer a streamlined view with fewer options to avoid feeling overwhelmed.
Lack of Global Revenue Dashboard: A common concern among users is the absence of a global revenue dashboard to track overall revenue. They emphasized the importance of this feature and mentioned that the software currently lacks it, which hinders their ability to gain insights into their business performance at a glance.
Users recommend Custify for its easy customization, automation of playbooks, and metric management. They suggest trying Custify to experience how it simplifies work. Another common recommendation is to do a proper implementation with the Custify team and bring in multiple sources of data. Users advise maintaining a transparent relationship with the dedicated customer success manager and utilizing Custify for marketing use cases as well. They also suggest adopting Custify and learning the Custify API and JavaScript snippet. Additionally, users recommend participating in product trainings and reaching out to the Custify team for assistance. They advise contacting the Custify team for any issues and taking time to learn the software and its UI. Another suggestion is to demo Custify to other departments and praise its ability to keep everyone in sync on customer activities.
Attribute Ratings
Reviews
(1-11 of 11)Companies can't remove reviews or game the system. Here's why
November 04, 2022
Custify is great for our business
Custify is used as our CRM and for tracking analytics on our customers for quarterly reviews. They help assign accounts to managers, keep track of health scores, and allow us to break down analytics by manager. We also use it for tracking product usage by manager and in a variety of ways
- analytics
- customer properties
- dashboards
- ensuring data is syncing correctly
- bulk operations
- more properties
September 16, 2020
Custify is the Customer success tool every SaaS needs
Score 10 out of 10
Vetted Review
Verified User
Both our customer success and our sales teams use Custify every day. We now have a clear view of our user base. We use segments and health scores based on product lifecycle stage, plan and risk of churn. Their support is top-notch and helped us onboard each of our team-members.
We started looking for a tool to help our customer success dept target and manage their activity separately and more effectively. We ended up with a tool that has a much wider appeal since our sales and support staff use it when they want to see everything about a client in one place, like discussions, tickets, previous offers we made, plan history, who talked to them last, etc.
We started looking for a tool to help our customer success dept target and manage their activity separately and more effectively. We ended up with a tool that has a much wider appeal since our sales and support staff use it when they want to see everything about a client in one place, like discussions, tickets, previous offers we made, plan history, who talked to them last, etc.
- Excellent segmentation features.
- Tasks and alerts functionality.
- Excellent support.
- Customer overview.
- Learning the UI takes some time.
- Dashboard is not so great. Needs more metrics.
- Emailing reports would help.
August 06, 2020
Great software for SaaS companies
Score 9 out of 10
Vetted Review
Verified User
Custify is definitely used by the whole organization, from sales to product development. The biggest problem we use Custify for is churn management. We love that we can create a segment and use those created segments to keep track of absolutely anything. We can now look at the health scores of the accounts, 360 customer views, create playbooks, and much more, all in one system.
- Playbooks
- Health scores
- Lifecycle
- Custom tracking
- Reporting: in development.
Score 10 out of 10
Vetted Review
Verified User
Greater efficiency both in serving clients and in our own CS operations. The software identifies trigger points and milestones customers go through, and it lets us know when to reach out to them. It also gives us a lot of data on how our users do in our software and helps us optimize our onboarding flow.
- Well organized data.
- Good automation features also used with integration with other software.
- Global Revenue and a more simple dashboard.
March 10, 2020
Finally something that helps
Score 10 out of 10
Vetted Review
Verified User
A lot of customer success products have great offerings, but it's rare to find a platform that gives you all of a client's health scores and lifecycles on one screen. You can see as many as you want. We're a team of optimists, so it's very easy for us to get caught up on the data points that do work in our favor, but this helped us get a more realistic view in a much simpler, less triggering way, and our whole team has come together to brainstorm ways to improve what wasn't working, which is now a much simpler process than it was before.
- 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.
- Missing a global revenue dashboard.
Score 10 out of 10
Vetted Review
Verified User
Custify lets us combine automated work for the majority of our client base, and white glove treatment for our key accounts. Their workflows let us combine automated, segmented messages based on many elements, from client type, through industry, to company size, subscription type and lifecycle stage.
- 360 degree view of every account's health.
- The automation engine. They call it "Playbooks", and it's still in beta and already quite robust. We made some requests for our unique case. Hope they implement them.
- A global revenue dashboard is very much needed.
Score 10 out of 10
Vetted Review
Verified User
Integrates with all the tools we're already using. One of the fastest deployments I've seen. We imported our customers in 10 minutes. You can import anything from marketing data to billing information. It's a surprisingly robust product, and it gives you everything you need to make actual data-based decisions. I felt like we were partially working on guesswork before, and it drove me nuts, so I'm very pleased with this choice.
- Fast integrations with practically every software you can think of.
- So much data and it is so well organized. It’s easy to access exactly the data you need.
- 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.
January 15, 2020
Lowered my churn and improved my customer lifecycle visibility
Score 10 out of 10
Vetted Review
Verified User
We use Custify to simplify our CSM operations. We have a motivated team that wants to take action, not spend all day filling out information in spreadsheets, so this software helps us do that. We get all the data from an abundance of systems in one place, that everyone has access to, so it's very easy to collaborate, and it's the simplest way I've found to get both a deep analysis and a quick overview of the health of our accounts in one place.
- 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.
- Custify is not perfect for our business model as we have many customized cases, but it's the best one I've found and the team has been kind enough to help us integrate everything.
October 08, 2019
Customer success software with great UI
Score 10 out of 10
Vetted Review
Verified User
Our Custify is creating tasks for our customer service team. We have several use cases, but the main ones are to call clients that:
- are on a paid plan but don't yet get enough value from our solution (reduce churn risk).
- are highly successful (upsell).
- finished onboarding but haven't quite launched (increase conversion to live).
We use Intercom for live chat. Custiy is a great addition too, so our CS team can proactively outreach.
- are highly successful (upsell).
- finished onboarding but haven't quite launched (increase conversion to live).
- Concierge onboarding: they actually went through our application, truly understood the use case of our own offering, and created a document which I could simply forward to our engineering team to send the right data to Custify.
- We can configure our own health scores. This means when a customer service member views a client they can see in a very visual way how far the customer is along in terms of onboarding, success, and paid services. This saves a lot of time because we don't need to go back and forth between our own application and Cusitify.
- API integration. This means everything happens automatically. For example, if the task was to upsell and the client self-purchased, in the moment of the purchase the task gets automatically closed so the SC team always sees only the open tasks.
- Great usability in the day to day work for the CS team.
- It would be nice to have a monthly summary via email, at least for key accounts, so I don't have to log in anymore.
October 07, 2019
A great software
Score 10 out of 10
Vetted Review
Verified User
Custify has been a key player in helping us reduce churn and increase upsells. But it all really started with their concierge onboarding. We got access to Philipp and Thomas, the founders, who talked to us about our goals and gave us fresh ideas we hadn't considered. Then, their team did most of the setting up and integration for us and helped our developers a lot with what was left.
- They have the nicest, most professional team. They'll answer any question anyone on your team has.
- The software is incredible! I haven't seen another platform with so much action-oriented customer data and task management options wrapped into one.
- No cons from us. Everyone on the team is very happy we went with Custify.
September 20, 2019
Love it!
Score 10 out of 10
Vetted Review
Verified User
We've been using Custify to increase our conversion from free users to paying customers. We've been able to significantly improve our onboarding process, and keep a much more data-driven eye on how teams use the product during free trial, if they use it during the free trial at all, and turn the data into automatic workflows that check in with them, help them adopt the product, and increase their likelihood to stick around once the trial ends.
- We get notifications when a customer's usage goes down, so we can check in and get them engaged again.
- We can see how many of their team members use our product and set automatic workflows to make sure the rest gets on board before the trial ends.
- It's easy to identify hot prospects that are ready to convert, to make sure we don't miss opportunities.
- My biggest surprise was that we needed to dedicate more time than I thought at the beginning to learn the software more deeply. The interface is the easiest I've used, but there are just many possibilities this software opened up for us, and we wanted to make sure we're familiar with them.