Custify Reviews & Product Details

We are a mid sized Customer Success Team and we were looking for a Customer Success Software. During that process, me and my team have looked at several solutions, but Custify's Customer Success Platform stood out already during our decision making process. Their sales team was very knowledgeable, and could show us how we can accommodate our CS process (which is a little bit different than the stand processes you would expect). We did not regret our decision to go with Custify, as also their onboarding support was best in class, we could get everything set up in less than a month.

Since then we have made significant improvements to our productivity - I can say that I like best the ease of use of Custify, the powerful calculated metrics that we use to a bit extent, and their team behind the software. Their recent AI based functionalities are worth mentioning as well as something me and my team loves. Review collected by and hosted on G2.com.

Nothing to be honest, we are very happy with Custify. Review collected by and hosted on G2.com.

I think one of the best things about Custify is that it's helped us to move away from being a team that was heavily influenced by individual account behavior. The best part has probably been around visibility. We can see account health, customer engagement, renewal exposure, and even team activity in one place, which is great. Review collected by and hosted on G2.com.

The area where I wish for more depth is in the reporting section. The built-in reporting is ok for the operational aspects, and for the more in-depth management views, we still have to do a bit of work outside of Custify. Review collected by and hosted on G2.com.

What I think I like the most about Custify is that I get a single working view of the account. So, I don't have to stitch information from the CRM, from support requests, from product informaton, from Slack messages. What I'm hoping that Custify will give me is a better understanding of adoption, risk, and how I can intervene. Review collected by and hosted on G2.com.

The initial implementaton was heavier than I expected. Not bad, just not light. You need clean data and a good idea of what you want out of it, otherwise you'll spend time reworking things later. I would say the product is easy to use once it is set up, but getting to that point takes a bit of planning. Review collected by and hosted on G2.com.

Custify is the first thing I check when I start my day. I use it to glance at account health, product usage, support activity, and renewal dates without having to open multiple applications. Of course, it saves me time, but I think the real advantage is that it changes my whole approach to prioritizing my day. I used to respond to the person who was making the most noise. Review collected by and hosted on G2.com.

Setup requires real thought. Custify is not an solution where you simply flip a switch and receive a best-in-class model for account health scoring. You must think about what signals matter most to your business, and for us, this was a bit of a process of trial and error. Additionally flexibility in reporting and export options for some of our views that we use internally would be great. Review collected by and hosted on G2.com.

I liked the personal onboarding process. I especially appreciate all the insights I finally get about our customers, which are really valuable. The playbooks and all the semi-automated communication functions is particularly beneficial for us, such as setting a trigger for when there's an upsell possibility and then starting direct communication with the customer. I also like how Custify connects with tools like Gmail, Help Scout, Slack, Stripe and Mixpanel, as well as integrates via API with our own backend. Review collected by and hosted on G2.com.

Custify is a quite enhanced, big product with a lot of features, and when setting it up, you can get overwhelmed. We needed quite some time on our end with our dev team to connect the data. In the beginning, you may struggle to identify the most important things. So make sure to block some dev-time for the set-up and be clear on what you want to achieve in the first set-up round. Review collected by and hosted on G2.com.

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.

The biggest win for us has been getting everything into one view. Before Custify, I was jumping between three different tabs just to see if a client was actually using our platform. Now, I can see their booking trends and support tickets right next to their health score.

Besides this, the Playbooks are a lifesaver. I don't have to remember to check in on every single account, the system just pings me when someones activity drops off or if a client is hitting a defined milestone. Review collected by and hosted on G2.com.

Getting health scores setup took a bit of trial and error. You really have to know which metrics influence the client most before you start, otherwise the data doesn't make sense. Would also be great if the reporting exports were a little more customizable for our board slites. Review collected by and hosted on G2.com.

The most helpful thing about Custify is its automation, along with the integrations with Slack and Outlook. Having everything in sync makes Customer Success much easier. Review collected by and hosted on G2.com.

Filtering for e-mails would be helpful—for example, the option to ignore internal conversations. Review collected by and hosted on G2.com.

Custify is solid CS platform for BSB SaaS companies that really supports our daily work. It’s easy for CSMs to adopt and works best when it’s fed with reliable product data. Review collected by and hosted on G2.com.

Reporting limits- not enough flexibile but we can live with it Review collected by and hosted on G2.com.