Customer success software with great UI
October 08, 2019

Customer success software with great UI

Oliver Auerbach | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Custify

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.
  • 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.
  • Our team is incredibly productive now. It saves us a lot of time and lets us focus on the actions that really matter.
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.

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 Feature Ratings

Product usage
Customer profiles
Automated workflow
Internal collaboration
Customer health scoring
Customer segmentation
Customer health trends
Engagement analytics
Role-based user permissions