Custify

4.9 (121)
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Customer success solution for SaaS businesses

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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Custify Software - Customer 360 degrees view - see all customer related information in one screen such as tickets, communication, tasks, and of course health scores, lifecycles and other CS related KPIs
Custify Software - Automation - automate Customer Success workflows, such as creation of tasks, sending emails or surveys to Customers, planning QBR meetings, customize notifications, and much more
Custify Software - Reporting and Dashboards - build custom dashboards to analyze customer churn, track expansion revenue, understand trial conversion rates, see CSM performance, visualize customer health, and much more.
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Custify Software - Customer 360 degrees view - see all customer related information in one screen such as tickets, communication, tasks, and of course health scores, lifecycles and other CS related KPIs
Custify Software - Automation - automate Customer Success workflows, such as creation of tasks, sending emails or surveys to Customers, planning QBR meetings, customize notifications, and much more
Custify Software - Reporting and Dashboards - build custom dashboards to analyze customer churn, track expansion revenue, understand trial conversion rates, see CSM performance, visualize customer health, and much more.

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Custify

4.9 (121)
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Starting Price

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US$61.00
month

Pricing Options

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Ease of Use

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Value for Money

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Customer Service

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Reviews

Overall rating

4.9 /5
(121)
Value for Money
4.9/5
Features
4.8/5
Ease of Use
4.8/5
Customer Support
5.0/5

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Showing 5 reviews of 121
Jonas
Jonas
Overall rating
  • 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 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.

Nicole
Overall rating
  • 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.

Jesse
Overall rating
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Weekly for 1-5 months
  • 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.

Joel
Overall rating
  • Industry: Information Technology & Services
  • 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 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.

Chris
Overall rating
  • Industry: Computer Software
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • 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.

Showing 5 reviews of 121 Read all reviews

Custify FAQs

Below are some frequently asked questions for Custify.

Custify offers the following pricing plans:

  • Pricing model: Subscription
  • Free Trial: Not Available

Custify has the following typical customers:

2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

Custify supports the following languages:

English

Custify supports the following devices:

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

Custify offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

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