Item: Custify
Rating: 10
Author: Verified User

Overall Satisfaction with Custify

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Return on Investment

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.

Alternatives Considered

Totango

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.

Likelihood to Recommend

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

Comments

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