Great CS automation tool that helps us take better care of our key accounts and more
Anonymous | TrustRadius Reviewer
March 04, 2020

Great CS automation tool that helps us take better care of our key accounts and more

Score 10 out of 10
Vetted Review
Verified User
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Overall Satisfaction with Custify

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.
  • We've seen growth in LTV in all types of accounts, but the most significant part has been the key accounts. We finally have time to take better care of them, plus the data to offer concrete suggestions.
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.

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.


Custify Feature Ratings

Product usage
10
Customer profiles
10
Automated workflow
10
Internal collaboration
10
Customer health scoring
10
Customer segmentation
10
Customer health trends
10
Engagement analytics
10
Role-based user permissions
10
API
10