Customer.io -- great software if you can leverage all its parts
August 18, 2025

Customer.io -- great software if you can leverage all its parts

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Customer.io

We use Customer.io to send marketing emails and newsletters to our customers and clients. We have a variety of audiences and products with very different needs (some are medical clients, others are healthcare professionals), and we send most of our communications via Customer.io. We do not use it for appointment reminders, as those are integrated in our scheduler.

Pros

  • Audience Segmentation
  • Security and User Control
  • Integrated Campaigns (email, SMS, etc.)
  • Metrics and Analytics

Cons

  • Not native SMS features (integrates with Twilio)
  • Email designer (low/no code version)
  • Send criteria clarity
  • Increased schedule rates for appointments
  • Increased consistent customer interaction (monthly newsletter)
  • Helps us segment our audience better so we can target based on need instead of a lot of generic emails to broad audiences
It is really difficult to leverage all the neat features without a developer. I actually think the base software could be really great for a small business if the price is right, but there are so many things you *can* do but have to know how to do them or have access to your website and the ability to code.
Customer.io had the best suite of features and - most importantly for us - was willing to sign a BAA with us so we could maintain HIPAA compliance. Mailchimp was fine but we felt Customer.io had a cleaner interface and was easier for general marketers who aren't dedicated email marketers.

Do you think Customer.io delivers good value for the price?

Not sure

Are you happy with Customer.io's feature set?

Yes

Did Customer.io live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Customer.io go as expected?

Yes

Would you buy Customer.io again?

Yes

We have to pay a lot for Customer.io because we need them to sign a BAA with us for HIPAA compliance. It feels like overkill given our small audience and small monthly send rates. We also don't use a lot of the features it has, mostly email. It's pretty good for sending one-off newsletters and campaigns but it's hard to automate recurring things. We also can't leverage a lot of its functionality because we don't have a dedicated developer. If you have access to a dev I think this software is a lot more worth it. It's pretty hard for me to use all the features I want because I work in healthcare.

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