Custify Reviews & Product Details

Custify provides a great Customer Success Software that helped us to unlock potential business growth in our existing Customer base. Custify has a minimal implementaton time and truly prioritizes customers. Review collected by and hosted on G2.com.

Although the implementation process is straight forward and the support team is great, I found that the knowledgebase lacked depth for certain topics. However, Custify provides a great Slack channel were you get responses very quickly. Review collected by and hosted on G2.com.

Custify combines a strong product with a high-quality support model. The dedicated Customer Success team and shared Slack channel with direct access to product specialists have accelerated onboarding, adoption, and cross-functional alignment. Theodora has been exceptional as our CSM she brings clarity, operational rigor, and consistently helps us turn insights into action, driving measurable retention outcomes. Review collected by and hosted on G2.com.

The native reporting suite could offer more customization for advanced analytics. While data exports and integrations support our needs, more in-platform reporting flexibility would improve complex visualization and deeper performance analysis. Review collected by and hosted on G2.com.

What I like best about Custify is how agile and responsive the team is. From the beginning, they’ve been genuinely open to feedback and have worked closely with us on feature requests — it’s been really rewarding to see those ideas actually make it into the product. The new AI features are already proving useful, and overall we’ve found the platform easy to work with. As a small team, it’s a great fit for us because it scales well and can grow alongside our needs. Review collected by and hosted on G2.com.

There are a few smaller, “niggly” areas where we’d benefit from more flexibility or customisation. In some cases, we need a slightly different way of working compared to how a fixed feature is designed, and it hasn’t always been possible to adapt those parts yet. Review collected by and hosted on G2.com.

I appreciate the wide variety of articles, best practices, and e-books available, which have helped me get started with the platform and use it to define and achieve our own success. Additionally, I value the onboarding process with our dedicated CSM at Custify, as communication and follow-up have been smooth and enjoyable. Custify has become an essential part of my daily toolkit and is very easy to use. Review collected by and hosted on G2.com.

In my experience, there are a few usability issues that could be addressed to enhance the overall use of the platform. For example, when I try to add bullet points, it sometimes causes entire paragraphs to shift unexpectedly. I also find it inconvenient that notes taken during meetings do not appear under the general notes section, and I wish there were options to personalize these preferences. Additionally, I am disappointed that notes, meetings, or health pulses cannot be linked to a specific contact person. Being able to do so would make it much easier to track and understand the activities related to each individual. Review collected by and hosted on G2.com.

I use Custify as a customer success manager to keep track of all our accounts. I love the amount of data I can sync to it, which gives me the ability to segment my customers in more detail and get notifications or playbooks to run accordingly. It helps me avoid going to other tools to search for information, allowing me to segment and categorize clients based on those data points. Custify really brings all the information about a customer into one place. I find it very useful for managing my tasks and staying on top of account risks. Review collected by and hosted on G2.com.

I think the UI is outdated, and the list view of accounts doesn't provide enough customizations. For the UI, I think they should simplify creating dashboards, make it easier to navigate their help center, and provide more customization like the list view of accounts. I wish I could add from a list new properties/attributes, combine lists together, allow the list to be dynamic or static. There was a lot of work to get the data into Custify. Review collected by and hosted on G2.com.

Custify is one of the leading Customer Success tools for SaaS companies, and it also pays attention to the needs and requests of smaller businesses. They helped us with integration of Custify event collection in our frontend by providing code examples that speeded everything up. Review collected by and hosted on G2.com.

In my experience, some workflows could be more intuitive and straightforward to help achieve results more quickly. Although the UI/UX is well-designed, it leans toward minimalism, which sometimes causes certain features to be hidden. Review collected by and hosted on G2.com.

Custify supports what we need as a growing company to manage all of our clients despite out unique account structure. Review collected by and hosted on G2.com.

The learning curve is steep since we need to create every segments, calculated metrics, healthscores, etc. It would be good to have capabilities to suggest or create best practice templates so users can follow easier.

Another thing is: it would be ideal to track email reply rate for playbook and people's level healthscores to accommodate different structures. Review collected by and hosted on G2.com.

I like how easy Custify is to use, filter data, and build workflows to automate processes for our team. It's also helped us collect feedback on the onboarding process using the native survey feature. The initial setup was very easy, and while we were able to set up most of it ourselves, Theo, our representative, was extremely helpful whenever we had questions we couldn't figure out on our own. Review collected by and hosted on G2.com.

We haven't been able to create reporting dashboards for all of the data points we care about Review collected by and hosted on G2.com.

Custify is very user-friendly, and if I ever have any questions on how to navigate the platform, they are always available to help. Custify has allowed us to really look at our customer data in a user-friendly way, automate tasks to check in with clients, and help to ensure that we don't drop any balls. I use it every day to check in on our clients! It was very easy to integrate with our software to track certain metrics. Review collected by and hosted on G2.com.

I don't love the setup for the customer portal and find it too much effort to set up. This is something that is not super important to us, though. Review collected by and hosted on G2.com.

I love the playbooks flexibility. Our CS team uses these in place Lifecycles and have found them really helpful for common engagement reminders through the user's subscription. Review collected by and hosted on G2.com.

From my perspective it is not intuitive and there can be an intimidating learning curve. Review collected by and hosted on G2.com.