Custify

About Custify
Custify is a cloud-based customer success platform designed to help SaaS businesses manage customer engagement and churn rate in the recurring revenue model. Key features include KPI tracking, activity creation, task assignment, client communications, and audience segmentation.
The application enables managers to gain insight into customer product adoption behavior by tracking product usage in real-time. Custify helps businesses monitor utilization of licenses by prospective buyers, helping to identify renewal and upsell opportunities for additional services. Marketing teams can use Custify for customer outreach with tools for evaluating health scores, and the ability to analyze client satisfaction through a rating system.
Custify offers API-based and third-party integrations which allow users to connect the existing business system with CRM data, support tickets, and payment and invoicing platforms. The solution also provides automation tools, which allow users to generate tasks and workflows specific to the customer group. Plus, team members can set up event-based alerts for issues and receive notifications via emails or chat platforms.
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Reviews
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- 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
-
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.
Custify FAQs
Below are some frequently asked questions for Custify.Q. What type of pricing plans does Custify offer?
Custify offers the following pricing plans:
- Pricing model: Subscription
- Free Trial: Not Available
Q. Who are the typical users of Custify?
Custify has the following typical customers:
2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Custify support?
Custify supports the following languages:
English
Q. Does Custify support mobile devices?
Custify supports the following devices:
Q. What other apps does Custify integrate with?
Custify integrates with the following applications:
Chargebee, Freshdesk, Freshsales, Gmail, HappyFox Workflows, HubSpot CRM, Intercom, Microsoft 365, Microsoft Outlook, Pipedrive, Recurly, RudderStack, Salesforce.org Nonprofit Cloud, Segment, Slack, Stripe, Wootric, Xero, Zapier, Zendesk Sell, Zendesk Suite, Zoho CRM
Q. What level of support does Custify offer?
Custify offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
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