Our product adoption, upsells and cross-sells have increased once we implemented the workflows, and we're starting to see a reduction in churn as well. Great software - highly recommend it.

The flexible workflows you can customize by customer segment and the automation. Also the fact you see multiple health scores, not to mention health trends, on one screen. The task manager that helps you manage your team and keep them focused on the goal.

No real cons, except an internal one, and that is that we didn't plan enough time to study all the features right from the start. The software is very easy to use, but it's more powerful than it might seem at first. Schedule time with your team to play with it before you get started and make use of their free onboarding support.

Support is on spot. Onboarding is very helpful. API have everything we need. Team at Custify is very fast on updating software and accepting a feedback.

Best part of this is tracking health score for each account. By measuring Member at Risk (MAR), we are able to proactively act and save clients before they even attempt to cancel.

I am trying to think about cons for this product. I relly can not think of anything that is bad. Really.

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.

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.

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.

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.

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.

Their culture: They have a stellar onboarding process, and excellent support, and they LISTEN to their users. They are open to suggestions and actually implement them. They are on the right path.

Literally nothing. The dashboarding can be a bit hard to figure out but with the stellar support of the entire team.

So far it’s been great. We love the software and their support staff. Our team no longer wastes time checking multiple tools and we quickly see if any customer is at risk of churn. We recommend Custify to anyone looking for a CS solution that can do more.

We have multiple pricing plans and each customer’s value differs by number of users and features needed. So a software to track and assign custom health scores across each customer was essential. Custify helps us solve this. Plus we get all customer info in one place from across all tools. This saves everyone time especially in calls with that client. Implementation was also easy with their help.

No one report or dashboard to see all stats in one place

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.

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.

When you first do the setup you need help from the Custify team, but afterward, everything gets pretty easy. No major problems so far.

These guys know what they're doing. They're complete professionals. Will save both your developers and your CS team a lot of time.

Just finished the concierge onboarding. These guys did EVERYTHING to make sure I'm well set up, everything is integrated, and gave me some great ideas to make sure I get better results. We have a small company and I wear many hats so getting this help is great.

I'm just getting started, so ask me again in a few weeks, but if I had an issue, I'd probably just reach out to the company. They've been very welcoming to questions.

The fact that this software is very customisable to our own needs. Not every customer is the same and being able to really show what need to see per segment is great!

Nothing really. Every small hiccup we have, we are able to quickly pick up with Custify and they help us out where needed. So nothing to complain about or not like.

I'm really happy that finally there is a product catered to CSM, so we are not left with a CRM focused on the sales cycle. Besides the basic CRM functionality finally the success metrics, and customer health is the top priority.

I really like the mission of Custify and that they cater the product towards CSM and customers over leads and sales. This is visible in all small aspects of the product which is really helpful for al teams after customer acquisition.

I miss a certain level of automation while using Custify, and it was a bit hard in the onboarding to find the perfect way to use the platform. I see the potential in Custify, but certain features are not there yet.

Custify has been such an excellent tool for a number of departments within our business. It's provided us with key insights into our customers and allowed us to automate a number of tasks based on essential milestones for customers.

Custify has been an excellent tool for helping manage customers in various stages of their lifecycles. It's also been beneficial in allowing us to setup key workflows to automate check-ins and key touch-points. The customer service is excellent. We've been dealing with [sensitive content hidden], and she's very responsive and detailed in her replies. It's great to know we have someone on the other side who understands our business and provides helpful solutions.

There's been a couple of bugs, however, they were addressed and fixed relatively soon after.

So far, a great experience. They’ve helped us every step of the way. Our end goal is to help our sales and customer success teams scale while improving our retention and upsell rates.

Patient and attentive CSM that walked us through all the steps. It has all the features we needed and it’s highly customizable to fit our custom CRM. The ability to predict client churn based on criteria by us. The customizable health scores and segments allow us to define playbooks and focus on the clients that need us.

In our case, certain payment methods are hard to be tracked so the churn alerts often have false positives. This can’t be helped. The many UI functions also take a bit to get used to.

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.

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.

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.

For us it’s had a direct impact on our bottom line. Churn is down and upsell rates are up. Considering most of our team works remotely now, the fact that we can get such results and this level of coordination through one tool is really impressive. I strongly recommend this to any saas looking for a CS tool.

The control and flexibility we get when we assign health scores is the biggest feature for us. We can adapt our playbooks and tasks for each plan. Our team can reach out to users at the right time - when they’re at risk of churn or when certain limits are met for upgrade. You get onboarding and dedicated support for every team member.

No major cons from my point of view. I do wish they had some way of customizing email branding and a native NPS tracker but we managed to integrate one from a third party and it works ok.

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.

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.

No cons. Great software so far. Better Support.

We are using Custify for many things, but the most important one is to make sure the health of our accounts is where they need to be. This is easier to do now, as we have all the account information we need alongside setting tasks and projects for each. You can quickly go from seeing notes on an account, to recent conversations, to sending an email.

- Be able to easily set up tasks and alerts - Have the peace of mind that you are not forgetting important things - Automate manual processes - Have one centralized place where you can find the most important important information about your customers

There are no major cons. I simply love this tool and I adopted it in my daily routine from day one. I do wish it had better UI on mobile but other than that it’s been very useful.

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.

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.

Has had a clear benefit on our work since we moved to work-from-home. It’s a very intuitive software. It allows us to automate simple tasks and easily segment users. Each department can track what it needs through custom health scores. We really appreciated the fact that every team member got a great onboarding tutorial from the Custify team.

If you pay attention to the training from Philipp and his team, Custify will be an easy integration and will quickly show its benefits. The 360 customer view allows every department to keep in sync. Sales can transition to CS and support easily and the client history is easily visible. It’s just such a benefit for cross-dept work.

No complaints so far, and we’ve been using it for a while now.

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.

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.

There’s a new design and this has some small visual bugs. Nothing major.

Our company has reduced churn and our dept has been more productive than ever before. We are now able to anticipate a client’s needs and the automated process reacts the moment the health score drops. This helps us engage the client and make a new offer.

For a product that was not necessarily meant for our dept, it works great for us. We can see our clients’ payment history, the way that they use our product, how many people use our product and so on. The customer 360 view really offers a 360 view. It gave us even a view on our clients’ behaviour and that is an amazing step up in front of the competition.

At first it’s a bit difficult to use, but once you get the hang of it, you become a duck in the water.

Pretty great overall. Saves us time. We know who to target and when. We can generate reports of activity and see how churn and upsells go up. It’s easy to justify the CS activity to management this way.

Custify is as simply or complex as you need it to be. The more you know about your KPIs and objectives the more you can get from the platform. For our daily CS needs, after configuring everything we have daily alerts, segments review and tasks assigned for the best outreach results. It saves us so much time but setting it up takes discipline.

No daily reports yet and API is a bit sluggish when pushing big chunks of data. But that was only an issue in the setup.

A powerful tool that can help the CS team properly run their daily operations. It has great UI, except on mobile and while it has a learning curve, that is understandable due to its complex features. I think the more complex your CS needs are, the more you can get out of Custify.

- Slack dedicated channel that can be used whenever you need it. - Crystal clear documentation - Support in implementation if need it - Comprehensive technical guide - Few story points allocated for this integration

I do not have to be honest. I am thankful that the CS team can be independent and the engineering team can focus on developing core functionality.

Our sales have increased since we started using Custify and our clients are happier with our services. In turn, we are happy with Custify’s product and quick reply to all of our requests.

Everything we need to know about a client is one click away. The automated process helps us identify much faster which client could use an upgrade or an upsell. Having this option, saves us time, time that we now spend with our clients, rather than looking through the different apps to put together all the necessary info.

More complex reports require help from the Custify team, but they answer quickly.

We are trying to solve churn with Custify and they have made it easy to see everything in one place or query via the API.

We love using Custify for automated Slack reminders, their playbooks, and creating internal reporting about our customers.

They are still a newer product and are building out a lot of new tools that will make it better.

Good customer support/success, they listen to customers a lot about what features they wantRelatively easy to use - there is not a lot of training required to get up and running once you have your data coming inA lot of new features/improvements on a regular basisReally good price compared to competitorsIt has been instrumental in our ability to support a large group of customers with a small team

Setting up playbooks and health scores can be a little tricky, but their CS team will usually talk it through with you and give you adviceWish there were more integrations with more revenue tools like Chart Mogul or Quickbooks