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,…
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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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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.
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Languages | English |
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 50% |
| Mid-Size Companies (51-500 employees) | 30% |
| Enterprises (more than 500 employees) | 20% |
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.
