TrustRadius Insights for Custify are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
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.
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
Pros
analytics
customer properties
dashboards
Cons
ensuring data is syncing correctly
bulk operations
more properties
Likelihood to Recommend
Custify is great for smaller companies wanting to manage their customer information. It's great for low scale analytics and management for account managers. I would not recommend it for larger companies as it will have some limitations and require some hand holding. If you have customer success managers, it's definitely worth it!
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.
Pros
Excellent segmentation features.
Tasks and alerts functionality.
Excellent support.
Customer overview.
Cons
Learning the UI takes some time.
Dashboard is not so great. Needs more metrics.
Emailing reports would help.
Likelihood to Recommend
<p>Custify saves our teams time as all customer info is in one place. Managers easily see activity by team member, so we get an overview of tasks. Automation features help with our onboarding flow.
If you have multiple pricing plans and use different KPIs per plans this tool would help. Also if you have depts that each may have contact with a user, it would really help to have all client info in one place.</p><div>
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.
Pros
Playbooks
Health scores
Lifecycle
Custom tracking
Cons
Reporting: in development.
Likelihood to Recommend
It's a well-rounded software. They are best suited for SAAS companies looking to improve their Customer Success and Support services. Implementation is easy enough and the onboarding process is very personal. Their support is great and they are very receptive of feature recommendations. All in all, a great service for any SAAS company.
<p>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.</p><div>
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Pros
Well organized data.
Good automation features also used with integration with other software.
Cons
Global Revenue and a more simple dashboard.
Likelihood to Recommend
<p>Making decisions on whether to upsell or cross-sell. Setting KPIs and optimizing on boarding flow by each step. </p><div>
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.
Pros
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.
Cons
Missing a global revenue dashboard.
Likelihood to Recommend
This is a good product for teams that are willing to look at reality in the eye and then do something about it. Don't use it as an opportunity for a blame game, but rather come together as a team and get stuff done. This is a really good product, and it's been getting better, with better features, in the time we've used it. Our team loves it and we're seeing important revenue contributions to the organization now that we started implementing the game plan we developed based on the data.
<p>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.</p><div>
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Pros
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.
Cons
A global revenue dashboard is very much needed.
Likelihood to Recommend
<p>Making decisions about who and how to call is very easy now. We thought we would get some value just from the automation and the reports but we get a lot more value through its other features. It also lets us incorporate notifications for our own team in the workflows, to make sure they're on top of our most valuable accounts, and provide our secondary accounts with special treatment.</p><div>
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.
Pros
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.
Cons
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.
Likelihood to Recommend
<p>From my point and my experience, I recommend this product to a team that's willing to spend time digging into data. This software makes it very easy, the easiest I've seen, but you've got to be willing to dig into what it offers you, and then you've got to be willing to take action with what you find.</p><div>
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VU
Verified User
C-Level Executive in Information Technology (1-10 employees)
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.
Pros
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.
Cons
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.
Likelihood to Recommend
I recommend it for growing teams that see their operations getting more complex, because this will simplify it for you. [I] Especially recommend it if you have many balls in the air for each account. Since we started using this software, it hasn't felt as difficult to keep all these balls in the air anymore.
Our Custify is creating tasks for our customer service team. We have several use cases, but the main ones are to call clients that:
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</div>- 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).
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</div>We use Intercom for live chat. Custiy is a great addition too, so our CS team can proactively outreach.
Pros
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.
Cons
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.
Likelihood to Recommend
Custify can not be used for live chat, insted it's an addition to your live chat solution.
There are many possibilities on how to use Custify but in general it can best be used for:
- Viewing which clients are stuck in onboarding
- You want to upsell to successful clients
- You want to make sure you convert clients better to paid plans or make them do certain actions which are related with your success KPIs.
Once configured your CS team can reach out via phone or email (email automation is also possible).
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.
Pros
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.
Cons
No cons from us. Everyone on the team is very happy we went with Custify.
Likelihood to Recommend
We like the flexible workflows you can customize by customer segment and the automation. You see multiple health scores, not to mention health trends, on one screen. The task manager helps you manage your team and keep them focused.
