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Custify

Custify

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,…

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Recent Reviews

TrustRadius Insights

Custify has proven to be a valuable tool for customer success teams, providing a more data-driven approach to onboarding and tracking user …
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Finally something that helps

10 out of 10
March 10, 2020
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 …
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A great software

10 out of 10
October 07, 2019
Custify has been a key player in helping us reduce churn and increase upsells. But it all really started with their concierge onboarding. …
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Love it!

10 out of 10
September 20, 2019
We've been using Custify to increase our conversion from free users to paying customers. We've been able to significantly improve our …
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Popular Features

View all 15 features
  • Product usage (11)
    9.0
    90%
  • API (11)
    8.0
    80%
  • Customer profiles (11)
    8.0
    80%
  • Role-based user permissions (11)
    7.0
    70%
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Pricing

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N/A
Unavailable

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…

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.custify.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Alternatives Pricing

What is Gainsight CS?

Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses…

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…

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Features

Security

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

7
Avg 8.6

Platform & Infrastructure

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

8
Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

9
Avg 8.6

Customer Success Management

Customer Success Management

8.3
Avg 8.2

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

9
Avg 8.1
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Product Details

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

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of

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 Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported LanguagesEnglish

Frequently Asked Questions

ChurnZero, Planhat, and Get Amity (discontinued) are common alternatives for Custify.

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

Consumers0%
Small Businesses (1-50 employees)50%
Mid-Size Companies (51-500 employees)30%
Enterprises (more than 500 employees)20%
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Comparisons

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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!

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

(1-10 of 10)
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Score 9 out of 10
Vetted Review
Verified User
Incentivized
Hubspot is defintiely more robust in what you can do with it, but Custify is great for customer success specific activities. We do use hubspot in line with custify, but we wouldn't be able to use one without the other. Custify can measure some product engagement metrics that hubspot cannot
Maria-Mirabela Ganta | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

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.


Score 10 out of 10
Vetted Review
Verified User
Custify was simpler to integrate and easier to use. We got troubled by enterprise-grade software as it has a lot of requirements and were sometimes even shocked that the data is kept only for a short timeframe so no historical data digging was possible. Custify helped here a lot.
Score 10 out of 10
Vetted Review
Verified User
I'd get Custify if you have high-value accounts, but your team doesn't have enough time to give them personalized treatment. If you're facing this, I know how difficult it is to run a CS team and use "no time" as the reason a key account is at risk.
Score 10 out of 10
Vetted Review
Verified User
We tried other products before. They were good, but Custify is hands down our favorite. I recommend getting a demo from a few companies, maybe give a few a try, to see what works best for your needs.
Oliver Auerbach | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We actually thought of using Trello first. But as great as Trello is for task management it just won't work for this. Most other Customer Service systems seem to be designed for enterprise-level or have a bad user experience.

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