Custify is the Customer success tool every SaaS needs
Anonymous | TrustRadius Reviewer
September 16, 2020

Custify is the Customer success tool every SaaS needs

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Custify

Both our customer success and our sales teams use Custify every day. We now have a clear view of our user base. We use segments and health scores based on product lifecycle stage, plan and risk of churn. Their support is top-notch and helped us onboard each of our team-members.
We started looking for a tool to help our customer success dept target and manage their activity separately and more effectively. We ended up with a tool that has a much wider appeal since our sales and support staff use it when they want to see everything about a client in one place, like discussions, tickets, previous offers we made, plan history, who talked to them last, etc.
  • Excellent segmentation features.
  • Tasks and alerts functionality.
  • Excellent support.
  • Customer overview.
  • Learning the UI takes some time.
  • Dashboard is not so great. Needs more metrics.
  • Emailing reports would help.
  • Saves our CSMs time and effort.
  • Having everything in one platform has led to much better results in upsell and churn.

Do you think Custify delivers good value for the price?

Yes

Are you happy with Custify's feature set?

Yes

Did Custify live up to sales and marketing promises?

Yes

Did implementation of Custify go as expected?

I wasn't involved with the implementation phase

Would you buy Custify again?

Yes

Overall a great tool with very useful features. It's UI seems a bit clunky and there is no full dashboard. Without these it takes a bit of work to find what you need and get an overview of current activity. Also, implementing everything takes a bit of work. I would recommend it to any saas that is serious about scaling and has a customer success dept.
Philipp has been there for us throughout the process. Very nice guy and a great help. He guided us in setting KPIs, goals, healthscores. Really gave us a lot more than we wanted. We also had some custom integrations and even though they did not support them, their team released a patch for our CRM so we could integrate it.

Custify saves our teams time as all customer info is in one place. Managers easily see activity by team member, so we get an overview of tasks. Automation features help with our onboarding flow.
If you have multiple pricing plans and use different KPIs per plans this tool would help. Also if you have depts that each may have contact with a user, it would really help to have all client info in one place.


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