Custify Reviews

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121 Reviews

- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Love it! Quality improvements needed.
Reviewed on 2023/10/17
We are very happy overall!
We are very happy overall!
Pros
Custify is extremely fit for purpose and seemingly the only "lightweight" CS tool out there. It has everything you need for your daily business as a CS-Manager and does things well overall. - It's pretty easy to implement- It's very easy to use- It has alle necessary features; especially health scoring is a charm
Cons
You notice how young the company is by counting minor bugs. Nothing severe. But plentiful enough to be annoying from time to time.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
A great tool with surprising depth and prolific product development
Reviewed on 2024/03/19
Overall, I'm pleased. I get really important insights from custify which I have come to rely on. ...
Overall, I'm pleased. I get really important insights from custify which I have come to rely on. I believe in their product development efforts as a company - they are so prolific and the scope of features they are releasing regularly really blows me away. I will be sticking around to work through getting my team more fully adopted and working through the other kinks.
Pros
I really do love Custify. It's a tool with great depth of functionality and it's fairly consistent across it's platform. I really enjoy the level of configuration you have in the tool and more so, the ease of filtering, tagging, segmenting, developing health scores,integration etc. I have very limited access to our tech team and so they did only the minimal integration between our product and custify. [When I consider some of our issues with adoption, it's likely due to how the integration was architected and tradeoffs we made.]. Given that, I set up everything else. I really rely on the insights that I can get about customers' use of our system and the alerting it does for us regarding when usage dips or increases. Playbooks are really helpful and user friendly.
Cons
The UI - it's hard to make sense of everything. I don't enjoy how the UI is organized on the company 360 with each type of record ordered by group. I would prefer to be able to switch to see a time-based view. Additionally, as we add to the metrics we watch for customers, it will need some revisiting bc the right hand column gets very long. I've had a hard time getting CSMs to fully transition to using Custify - this is due to an integration issue between Hubspot, our product and Custify related to having users that can be users of multiple customers' sites. Lastly, we have uncovered some issues that have made the finance reports unusable for us.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Weekly for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
Very Useful Software!
Reviewed on 2023/06/01
Pros
I really like the ability to create saved views to categorize our customers into different groups. The playbooks are really useful as well. As a software engineer, I use the playbooks to trigger an AWS Lambda function to run custom code I have written.
Cons
As a software engineer, I use API endpoints frequently. I noticed that historical metrics are viewable on the custify customer page. I have tried to use the API to pull these historical timeseries values, but was informed that this endpoint was an undocumented endpoint so I wasn't able to use it like I wanted.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Overall great experience and great product
Reviewed on 2024/07/12
Overall, this has been excellent. I really get a lot out of using the platform overall.
Overall, this has been excellent. I really get a lot out of using the platform overall.
Pros
I particularly love using the health scores to anaylse my client's health and see which ones may be at risk. This is such a strong indicator for us. They are also very customisable depending on your product which is great. The support at Custify is excellent. Issues are addressed quickly and they really seem to take client feedback on board.
Cons
I find that the email modal is probably the bit I like the least. This has improved a lot but there are still a couple of issues with the UI, and with emails becoming stuck in pending.
- Industry: Computer Software
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Custify Review
Reviewed on 2024/07/12
Great team, mostly available when needed. Support is via Slack which can be good or bad. Ideally...
Great team, mostly available when needed. Support is via Slack which can be good or bad. Ideally there would be a way to convert a Slack request to a ticket so it did not get lost (on either end).
Pros
Ability to consolidate events from all users at parent company level and then build dashboards such as DAU, MAU, Utilization, and more. We even collect events for certain operations that have failed and are able to add companies to a segment that our support team then works through to resolve the issues. In some cases we reach out to the customer before they even knew they had a problem.
Cons
Metrics and dashboards are not updated in real time, they are updated on schedules. If I'm building a dashboard and hit 'save' it sometimes takes 10 minutes or more for it to populate.
- Industry: E-Learning
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Custify has been a gamechanger for us
Reviewed on 2024/05/16
Custify has been a gamechanger for us. We're on track to reduce churn by 45% in our first year and...
Custify has been a gamechanger for us. We're on track to reduce churn by 45% in our first year and Custify has played a major part in this. The team are brilliant, we're well supported and Custify has been a huge success for us.
Pros
We implemented Custify moving from our old system of managing customer data in Hubspot and spreadsheets. Custify has a great integration with Hubspot, and other tools we use including G-Suite, Pendo and our helpdesk solution. It's got a great UI, which has helped CSM adoption and is very configurable and powerful. It's automation, AI, task management and lifecycle features are all really good.
Cons
The way Custify handles recurring and non-recurring revenue is improving all the time. It's OK today, and I'm looking forward to more improvements that will take this to the top tier. Since we implemented there have already been a number of enhancements delivered which is very positive.
Reasons for Switching to Custify
Custify delivered the best bang-for-buck, and we ultimately chose Custify based on price.- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Weekly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
It just does sooo much
Reviewed on 2024/06/13
Its been brilliant for us, and still we are only just scratching the surface.
The product is great,...
Its been brilliant for us, and still we are only just scratching the surface.
The product is great, the business is great and the support is great.
My advice to anyone looking at CS software (and we looked at LOTS) I would say do your homework, have a clear plan on what it is exactly you want to prioritise and achieve using that CS software and stick to it. Then, pick Custify and get going.
Pros
It is so flexible. Once you get your head around how you can use the calculated metrics and segments to really control any activities you want to plan with our customer its such a powerful tool.
The support we have received from Custify and in particular Giorgiana is incredible. ALWAYS there, on hand to help us if we have questions or need advice.
They listen. We recommended a few improvements on calls with them during our time so far and they take note, pass them on and then in future releases you see some of your suggestions being included - its brilliant.
Cons
There is a lengthy setup process.
To really get the full benefit of Custify you need to have it integrating with your systems. They have inbuilt integrations with some CRMs and accounting software but if you want it to connect with your software too you have to be prepared to invest time and resource into developing that integration.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Custify, a company for CSMs by CSMs
Reviewed on 2024/05/17
Pros
My team and I use Custify for our growing team to manage customers, engage with them more intentionally, and to keep track of tasks and playbooks. Custify has been an invaluable tool in our team's growth, and has allowed us to be consistent and efficient in our department practices.
In my experience, you start using features that you can with this product for launch and over time you continue to adopt more features as you grow your own admin awareness. Each step along the way has been valuable thus far.
Custify has been very helpful as far as their own Customer Success team goes. They use multiple channels to ensure consistent communication, and offer many learning opportunities like regular webinars. Finally, Custify is always making improvements to their product and letting their customer-base know about these changes. I enjoy these functionality updates, and oftentimes they're exactly updates that I had in mind as a daily user of their site. Custify prioritizes their customer experience and it's felt by me!
Cons
It would be great if there was an easier way to share knowledge about Custify with teammates. As an admin, I sometimes feel my site knowledge is siloed in me and I need to document processes outside of Custify to make them repeatable for other teammates. This can make it more difficult for team members to adopt the product or use it to its full functionality.
It may be valuable to build that documentation/knowledge sharing capability into the product itself.
- Industry: Writing & Editing
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Custify is literally my bible
Reviewed on 2024/07/16
Pros
First of all their Customer Success Manager is of the charts. They are really thinking with you to what problems you want to fix within your own CS strategy. It's literally my bible. It's the first thing that I open & the last thing that I close. It really helped us in getting into a revenue mindset which is really great because we closed more revenue than our Sales department. It helped us to Scale our digital motion which was critical.
Cons
Are you crazy? There is nothing I dislike about Custify
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Highly customizable product, nice UI and an outstanding CS team
Reviewed on 2024/05/03
Great, very helpful and skilled CS team. The product is reliable. Improvement suggestions are...
Great, very helpful and skilled CS team. The product is reliable. Improvement suggestions are implemented very fast
Pros
High degree of flexibility and customization
Cons
To find the best possible setup some time and iteration is needed. It's not an out of the box solution which works perfectly after 2 weeks
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 8.0 /10
Good for us as a small Startup
Reviewed on 2024/03/08
A somehow slow start to figure out how to get existing data / process into Custify. As soon as you...
A somehow slow start to figure out how to get existing data / process into Custify. As soon as you have sorted that out the wow effects kick in and you realize what its actually capable of.
Pros
Easy setup and integration with Hubspot, Good Customer Support / Service
Cons
Introductions in app to various features - clear next steps or a start setup

- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 10.0 /10
Recommend to any organization looking to automate processes & gain customer insights.
Reviewed on 2023/06/16
Pros
Custify has put so much time back into my day. Before Custify, identifying growth and revenue was a manual process. Health scores have been a game-changer, and I love that we can drill into our customer activity to view their daily usage. I also use the tagging feature to identify and categorize my portfolio of customers.
Cons
It’d be nice to pull more data into reporting. I would also like to see more editing features added to email templates. It’s a bit limited.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Great tool for any organisation
Reviewed on 2023/05/18
We use Custify everyday and its a great tool to have as it alerts us and provides an excellent...
We use Custify everyday and its a great tool to have as it alerts us and provides an excellent experience for customers.
Pros
We can create flows to engage with customers and be proactive in our communication.
Cons
Sometimes we had to deep dive on how we can create certain conditions which are not ideal and requires assistance with the team and they are great in responding and resolving the issue.

- Industry: Human Resources
- Company size: 11–50 Employees
- Used Monthly for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Revolutionary customer management with Custify
Reviewed on 2023/01/25
Overall, our experience with Custify has been nothing short of revolutionary. The user-friendly...
Overall, our experience with Custify has been nothing short of revolutionary. The user-friendly interface and customization options make it easy for our entire team to use, and the automated task feature has greatly improved our productivity. The integration with other tools is a huge plus, and the customer support team is always there to help. I highly recommend Custify to any business looking to streamline its customer management.
Pros
- The interface is intuitive and easy to navigate, making it a breeze to manage customer interactions and track important information- The customization options allow us to tailor the software to fit our specific needs and processes- The automated task feature is a game-changer, saving us a lot of time and ensuring that nothing falls through the cracks- The customer support team is always quick to respond and extremely helpful
Cons
As a small business, the pricing can be a bit steep but it's worth it for the overall efficiency and productivity it brings.

- Industry: Marketing & Advertising
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
We underestimated how much value it would bring to our marketing and CS efforts
Reviewed on 2021/01/25
You don’t know how useful it is until you actually have it. It saves time and you can get more...
You don’t know how useful it is until you actually have it. It saves time and you can get more tasks done in a day. Our trial to paid ration has improved, due to the fact that we can react faster than ever before during the onboarding process.
Pros
Having all the information about a client in one place, in a customer 360 view, is a time-saver. Custify gives us the possibility to make segments, monitor what lifecycle step every client is in, and get alerts when a user is stuck in the onboarding process. I can either set the system to target them with customized messages or I can do it myself. Being able to step in quickly is one of those things that makes work easy. Not long after our business became a Custify customer, I could see the improvements in my reports and I would never go back to the way we used to do things.
Cons
The ability to customize emails is somewhat limited and for some reports, we had to ask for their help, but the overall experience tops any con.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Custify is a great product, and it's easy to implement.
Reviewed on 2020/11/11
Custify is helping us proactively fight churn by identifying users who are not active on our...
Custify is helping us proactively fight churn by identifying users who are not active on our platform. It really powers up our CSM's by automating some of the manual, repetitive processes such as scheduling meetings for low adopters.
Pros
Custify allows us to automatically target out-reach to our customer base based on actions (or inactions) taken by the users on our platform. This allows us to identify the people who are using our product but could be getting more out of it. The fact that Custify connects to Zapier is a huge up-side for us, it allows us to really have some fun with the automatic out-reach that we trigger based on metrics that we use Custify to identify.
On top of that, [SENSITIVE CONTENT HIDDEN] made onboarding very easy. It took us a little longer than expected to get set up, but those gentlemen helped us keep things moving forward offering guidance when it was needed.
Cons
I really don't have any dislikes about Custify. The only thing that would even further improve my review would be some additional 'in-Custify' analytics/ data tracking.
Custify has a great team and when I have questions I feel totally comfortable hitting their guys up when we need help or run into any issue.

- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
A one-stop shop for customer information
Reviewed on 2022/08/16
Highly recommended. Using Custify brought us all the information we need to better understand our...
Highly recommended. Using Custify brought us all the information we need to better understand our customers: their health scores, customer communication history, features they use, problems they report, what they’re searching for. The answers we provide are tailored to their needs.
Pros
Rather than being blindsided, I am now able to anticipate when a customer is frustrated that he reported a bug two weeks ago and has not yet heard back from us. Having the client’s communication history, I can easily transfer the chat to another colleague, who can fill in the gaps immediately.
Cons
Nothing to add here. After implementing the solution, I began using it as one of my most frequently used tools.

- Industry: Marketing & Advertising
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
There is no better software on the market
Reviewed on 2021/05/05
Our business has been doing so much better since we implemented Custify. Clients are satisfied with...
Our business has been doing so much better since we implemented Custify. Clients are satisfied with how fast we respond to any problem that shows up and we have been able to upsell much more than in the past. Since we are not wasting anymore time to identify problems, we have more time for our clients and that can be seen in the churn numbers.
Pros
Our churn has dropped by a lot thanks to Custify. Our entire team has access to the same data, at the same time so it feels like we are together even though in reality we haven’t been in the same room in months. We get alerts based on the health scores we set for our clients so we know exactly when one of them is at a risk of churn, thus we are able to react much faster and keep the client happy by creating a new package.
Cons
None, really. This is by far the best software on the market.

- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Upselling twice as much since we installed Custify
Reviewed on 2021/01/21
I use Custify daily for reporting and targeting clients. It’s an amazing tool to have. With the...
I use Custify daily for reporting and targeting clients. It’s an amazing tool to have. With the customer 360 view, I have all the info in one place, whereas before I had to go through multiple apps to get the same result.
Pros
Setting my segments based on any metric or health score and setting up a custom playbook targeted to a specific type of client makes my work so much easier. When a trial is close to ending or when a client has reached a limit in their plan, I get an alert and can use the setup in Custify to reach out with a specific offer to upgrade or upsell.
Cons
When you first do the setup you need help from the Custify team, but afterward, everything gets pretty easy. No major problems so far.
Reasons for Switching to Custify
Ease of use. Friendly dashboard.- Industry: Telecommunications
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Proactive work reduces churn
Reviewed on 2020/03/09
I get far better responses now when I talk with my customers. It really helps if you see that your...
I get far better responses now when I talk with my customers. It really helps if you see that your customer is struggel;ing and you contact them. They get this feeling of us knowing their needs. In cases where they had to call us it was just starting off on the wrong foot. Now we have satisfied customers and they say they can depend on us and our service.
Pros
Custify helps us make sure that our clients are actually successful. We can identify when they get stuck on something and help them to solve their issues proactively. We have many times the situation where the customer does not reach out for help until the issue is really big. Many times not even then. They just decide to stop being our customer. Custify and the proactiveness it enables saved us quite a bit of churn.
Cons
I don't know if it's weird, but I actually don't have any complaints. This product makes me happier at my job. I was worried in the beginning that I would be overwhelmed by the functionalities but the user friendly UI and the onboarding services just works.
- Industry: Marketing & Advertising
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Almost like a plug and play implementation
Reviewed on 2022/02/14
Custify is a powerful CS tool that can help you achieve your business goals. It is as powerful as...
Custify is a powerful CS tool that can help you achieve your business goals. It is as powerful as the data you are sending and connecting so make sure the engineering and business teams are in synch in order to make this a success.
Pros
- Straightforward documentation
- One click away from Custify’s engineering team
- Dedicated slack channel that proved to be a tremendous advantage.
Cons
Nothing comes up to my mind at this stage. Make sure you are carefully reading the technical guide you are receiving from Custify’s team.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Our go-to solution for outreach and customer health score tracking
Reviewed on 2021/05/31
Since using Custify I get to engage more clients in one day and I have significantly decreased the...
Since using Custify I get to engage more clients in one day and I have significantly decreased the number of steps I had to take to solve complex issues for my clients. The result of all of these actions is that churn has dropped and our clients are happy with the services we provide. There is definitely no better tool to track health scores.
Pros
The calls with my clients are shorter and fewer as now I get to solve their problems from their first contact. This is possible thanks to the customer 360 view dashboard which integrates all client info in one place including our custom health scores.
Based on client app usage and support history I can create custom packages for them or upsell them on certain features.
Cons
No cons. Great software so far. Better Support.

- Industry: Marketing & Advertising
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
More than customer success, it’s a true customer insights tool for us
Reviewed on 2021/01/28
Pros
The software lets me know, based on the KPIs and health scores I set, when a client needs to upgrade or when he needs another package that we upsell.
The customer 360 view allows me to have a complete look at a client and know exactly how to help them.
Cons
Takes a little bit to learn how to use complex features like lifecycle or health scores but once you do, it’s a smooth process.

- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Weekly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Software that changed the game for us thanks to its automation features
Reviewed on 2021/03/01
We don’t have a big team so any task that can be automated is time saved and invested in attention...
We don’t have a big team so any task that can be automated is time saved and invested in attention to the client. Custify offered us what no other software did: a team that helps us with a smile on their face, a customer 360 view that allows us to find every information in no time and a great product overall.
Pros
Being able to use an automated process to know when a user is at the end of his trial or when to upsell or upgrade is a big plus. Finding urgent alerts and tasks early in the morning automatically assigned and not having to look for the information manually in different apps is another big plus.
Cons
It may seem expensive at first but in the end, it will save you a lot of money, especially if you implement it correctly.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Helps us coordinate in order to improve sales
Reviewed on 2021/05/27
My overall experience with Custify is great. It saves me time, helps me know exactly what it is...
My overall experience with Custify is great. It saves me time, helps me know exactly what it is that my clients need and when I contact them I am not going through hundreds of tabs or notes, because everything I need to know is in the 360 view. Saves me time and my work gives me more satisfaction than it ever did in the past.
Pros
The customer 360 view changed my relationship with my clients. They trust me more and the upsell process is much easier now. The onboarding is going well to as I can see where they get stuck and I can help prospective clients become actual clients that trust me and are not annoyed by me contacting them with a new presentation.
Cons
There’s a new design and this has some small visual bugs. Nothing major.