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.

Overall a great experience which has improved our daily operations and customer overview. We are excited to continue using it to gain more business intelligence about our customers' behaviours over time.

Custify has a simple interface and does almost everything we need it to - most especially quick overviews of customer health and automating tasks which were previously very manual.

Custify still has a long way to go when it comes to tracking activity and dashboards/analytics, and was a little challenging to implement.

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

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.

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.

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.

First of all big cudos to support and ease of implementation. Custify may seem complicated at first, beside the modern simplistic design, but it really is not. Philipp and the team were here for us every step of implementation and are still here well over a year into using the product. We need something, they are there! More often than not, they develop features we are just about to ask for, and we get a nice update message on our dedicated Slack channel.

Integration was done over one month, as promised during the first call when we were exploring the product. After the implementation, came fine tuning, we had a million questions, and they answered every single one in a timely manner and to our satisfaction. Features you want to use strictly depend on your own product, if you want to see custom stats about any feature of your product, Custify can help. I personally love the Life Cycles we created and Playbooks!

We would love to see (and Custify is working on this already) per agent reporting.

I don’t think there is a better tool for CS teams out there. Although it wasn’t meant for Support, it fits like a glove and worked wonders for me. I can get my reports done a lot faster than in the past when all of the information was segmented and I had to wait for every piece. Now I get everything in one place. I know which customer to contact, what their problem is, I have their conversation history and I know when they need an upselling and what features they use more.

I don’t have to work with segmented data from different departments any more. Every piece of information I need on a client ( payment history, chat history, usage of product) is in one place. I can see the clients with poor health scores and do something about it within minutes. I use the company 360 view to the fullest because it saves me a lot of time and has helped me increase the quality of my work.

It took me a while to get used to the software but the Custify team helped me every step of the way. In the beginning there were also quite a few annoying bugs and software froze but in the last few months everything has been really smooth.

I would say that overall this is a great software to use for Support teams. Personally, I feel like it helps me be more proactive and it helps me identify clients with issues faster. My clients are happier with how fast I can assist them and that can be seen in the low customer churn.

The tasks that in the past I used to get done by going to a bunch of different people to get the information from, are now done automatically overnight. I see my clients’ history of payments, past issues and chat and this allows me to solve any issue that they have so much faster than I’ve ever been able to. The clients are happy with the time that it takes me to solve their issues and that shows in the low churn.

When the software was implemented, getting used to it took me a little while, but the Custify team was very helpful.

All in one software... I like that it helps us track businesses that are at risk so that we can be proactive and prevent churn. I also like the tasks section, it helps the team be on top of their duties, deadlines, etc. The onboarding is great and Custify team is super helpful.

It's great but such a complex platform that some things can be easily forgotten if you are not making the adjustments within the platform on daily basis. In all cases, the support team is always there to give us the instructions and help with any questions we may have.

Since we started using Custify, we have managed to get more clients to stay with us and they are more satisfied with what they get. We can set health scores based on pricing plans, set alerts and solve any issue faster. It’s been wonderful to have a lot of day-to-day tasks taken off our plate due to Custify’s automation features and clear reports.

By far the best feature of this tool is the customer 360 view. You get every piece of information on a client, in front of your eyes. No more going through different software, making them hold the line or taking forever to find a problem. Everything’s there and what we’ve noticed is how much less time the CSMs and support staff spend with each client now.

I can’t think of anything that I dislike. I just wish we had this software sooner.

Awesome value overall. We’ve had great results in onboarding improvement and in customer retention. It’s basically doubled productivity across our CS team and the results really show. Custify staff is also very nice and always answers quickly. I really recommend them to any saas that wants to scale.

The features we use daily are the health scores connected with tasks and alerts. This gives our CS and sales teams a daily roadmap of activities. Coupled with the 360 customer view, all they need to do is call the client. They don’t dig in other tools and don’t bother other team members.

Navigation through the UI can be a pain in certain sections. Also setting health scores is not as intuitive as we expected - we always end up asking for their support staff to assist.

As of our 1st contact, MOST important for me was if their team is ready to do 2 important customization for us, as we are not a huge company. They said yes without a blink. Their Onboarding was easy and in OUR own pace, really felt as VIP client as of start to finish. (although, we are not VIP)

As soon as I saw their 1st screen, something clicked, feeling wise. We've been struggling for such a long time and without any doubt I knew we found what we need to measure and track and manage so many stuff. Like a perfect match + their support is A M A Z I N G!

Absolutely nothing, as love is blind LOL I honestly have no objections so far!

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