Custify Reviews & Product Details

For us, first and foremost, Custify solves an issue of client overview across our teams. We’ve integrated previously disconnected tools so now our teams not only get full info on our clients but also multiple outreach options and detailed customer health tracking. The automated playbook and alerts options save everyone a lot of time. Review collected by and hosted on G2.com.

Integration took a bit of time and deciding on the right customer health scores was a process in itself but once we got everything set up, we saw the benefits. Review collected by and hosted on G2.com.

There are many features in Custify our team loves. The health scores are especially great for us since we tied them with alerts so we get notified on each new change. The segmentation and reports are also helpful - they keep our team on track with everything. Whenever we have any issue their customer support team is easy to reach and quick to reply. Review collected by and hosted on G2.com.

The way the features are organized, how complicated adding a new health score can be. Not big issues but worth improving from my point of view. Review collected by and hosted on G2.com.

At our company we have multiple tiers of clients with different levels of pricing along with different addons. So we need a custom approach to tracking customer health, churn and growth opportunities. Custify lets us do this. We set health scores for each plan. This way we see when a certain type of user is at risk of churn or if he reaches could be upsold to a different plan or addon. There are many features in Custify and this flexibility is why we use it daily. Review collected by and hosted on G2.com.

There’s nothing we really hate. Just a few things we wish could be improved like there are a few limitations regarding branding and customization. A dashboard and report emails would also be nice. Review collected by and hosted on G2.com.

Custify allows us to automatically target out-reach to our customer base based on actions (or inactions) taken by the users on our platform. This allows us to identify the people who are using our product but could be getting more out of it. The fact that Custify connects to Zapier is a huge up-side for us, it allows us to really have some fun with the automatic out-reach that we trigger based on metrics that we use Custify to identify.

On top of that, George and Philip made onboarding very easy. It took us a little longer than expected to get set up, but those gentlemen helped us keep things moving forward offering guidance when it was needed. Review collected by and hosted on G2.com.

I really don't have any dislikes about Custify. The only thing that would even further improve my review would be some additional 'in-Custify' analytics/ data tracking.

Custify has a great team and when I have questions I feel totally comfortable hitting their guys up when we need help or run into any issue. Review collected by and hosted on G2.com.

Our team works across multiple products keeping track of onboarding, client usage and various KPIs. The best value of Custify is its flexibility. I can use it as a PM tool to oversee app usage or onboarding bottlenecks but the rest of the team can use it for automated outreach campaigns or for general customer success activities. Overall it saves us a lot of time. Review collected by and hosted on G2.com.

In the beginning, there’s a bit of a learning curve but as you start using everything, it becomes a daily routine. Team is pretty happy. Review collected by and hosted on G2.com.

The customer health tracking based on multiple KPIs along with the tasks and playbook automations give us a really comprehensive solution for customer success. There’s a lot of value added and probably our favorite feature is the health scores tied with alerts and tasks. This basically gives our cs team a roadmap of activities every day Review collected by and hosted on G2.com.

Nothing yet. The team likes it. Setting new health scores is a bit complicated and we always end up calling support. The UI isn’t exactly intuitive in some places either. Review collected by and hosted on G2.com.

We love the health scores even though in our case these are specific to each client so we have quite a lot.

The fact that we get a full view of a customer's interaction and activity.

The alerts function also helps our team stay on top of any issues as soon as they happen.

The flexibility we have to configure tracking for each client and adapt as our business grows and we add more features. Review collected by and hosted on G2.com.

We don't have any section to get an overall view across all accounts or CS member activity. Review collected by and hosted on G2.com.

As of our 1st contact, MOST important for me was if their team is ready to do 2 important customizations 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) Review collected by and hosted on G2.com.

Absolutely nothing, as love is blind. Joking a bit, but really nothing to dislike. Review collected by and hosted on G2.com.

The tool has a lot of useful features and it’s very easy to use once you get used to it. Its UI is clean and fast. The main advantage though is the awesome customer support and onboarding they provide. Philipp has been awesome in training everyone and adapting certain features to our needs. The segmentation couple with tasks function really keeps me on a clear path. Review collected by and hosted on G2.com.

Certain integrations or reports can only be done with their team’s help. Some features are also a bit limited still but we see updates every month so I’m sure we’ll get everything soon. Review collected by and hosted on G2.com.

Custify allows us to automate our task creation and client management. Their health score system allows us to keep track of the user behavior that really matters to us at a glance. Review collected by and hosted on G2.com.

Not much to dislike, really. Any time I find kinks in the workflow I voice my concerns and more often than not a change is made to enhance it. Review collected by and hosted on G2.com.

The multitude of features and its dedicated support sold it for us. Custify lets us configure and set things up in the exact way our unique flow needs. With customized segments and health scores for each plan we can see what’s going on with our users. We can target each of them using automated playbooks, saving our CS teams a lot of time. Philipp was very patient and walked us through all the steps. Review collected by and hosted on G2.com.

Learning the complex UI takes some time. Their concierge onboarding is necessary. Review collected by and hosted on G2.com.

It’s been very easy to create segments within our user base based on user plans and their respective KPIs. We were looking for a tool that could let us set different KPIs per user groups and automate emailing. Custify fit right into our plans and gave us a lot more ideas and options. We can set automated campaigns with emails, SMS and in-app notifications from their tool based on KPIs we set. Review collected by and hosted on G2.com.

The UI isn’t great and setting up health scores could be easier. Once everything is set up, it’s pretty simple to use for the team. Review collected by and hosted on G2.com.

With Custify we can configure complex customer health scores to keep track of all our target KPIs. It’s fairly easy to configure and works great with segments and makes it quite easy for our team to track and find the best accounts to target. Review collected by and hosted on G2.com.

Dashboard is so and so, and takes a bit to learn everything. But we get onboarding from their team for each member so that simplified this. Review collected by and hosted on G2.com.

I really appreciate how easy to use Custify is. It gives each member of our staff a lot of freedom in the sense they don’t need developer or management help for getting segmented data, they can keep track of clients’ KPIs in real time with health scores and they get real time notifications on clients that are ready to be contacted for an upsell. Review collected by and hosted on G2.com.

Learning to use and modify settings takes a bit but after their onboarding call it was not a problem. Review collected by and hosted on G2.com.

Segmenting accounts is so much easier now. Our sales teams know who to call for an upsell and our cs teams know who is at risk of churn! Their support has been a Godsend. This was our first customer success solution, and they helped us set health scores, goals, segments and onboarded every one of our staff. Review collected by and hosted on G2.com.

The interface isn't exactly easy and it is lacking some quick overview stats. It’s also quite difficult to set up. Without their support we would not have been able to do it.. Review collected by and hosted on G2.com.

The automation features along with the customer health tracking save us so much time. We know who to call, when, what issues they're facing. Our efficiency has gone up by about 20%. Big shoutout to their account managers who helped us install and learn the app so fast. Review collected by and hosted on G2.com.

A general dashboard with everything in one palace would help. Also generic review emails each month would be nice. Review collected by and hosted on G2.com.

Custify adapts easily to our growing and complex data set. We’ve tripled in size in the past year and the tool hasn’t had any issues. It’s easy to track customers and set health scores based on the KPIs we measure. Review collected by and hosted on G2.com.

Dashboard and setup seems a bit difficult but at least they provide onboarding and continuous support. Review collected by and hosted on G2.com.

The interface is easy to use and understand. It feels specifically built for our customer success efforts. I like the 360 customer view and the fact that it pulls in all email communication with the client. These really simplify everything and save a ton of time. Review collected by and hosted on G2.com.

Activity dashboards or recent clients listings are not available. Would be nice. Review collected by and hosted on G2.com.

Implementing Custify was a breeze. We got the concierge package so assistance was provided at all steps. We never had a customer success product till now so having someone help us with KPIs, health scores and reports was awesome.

The interface is very flexible once you learn it.

Multiple integrations with detailed documentation. Review collected by and hosted on G2.com.

UI is a bit complicated and there’s no dashboard to see all relevant data in one view. Review collected by and hosted on G2.com.

I love the health score system, fully customizable easy to create and keep track of how our clients are doing. 360 view is great as well.

I also have to give praise to Custify's great onboarding process, dedicated Slack channel where they answer all our questions very quickly. Everything we asked for to be developed was done very quickly! Review collected by and hosted on G2.com.

Tasks not appointed to specific CSM, but it's being fixed next sprint from what I hear.

Would love to see group reporting based on segments with date stamp Review collected by and hosted on G2.com.

Custify is easy to use, it gives us all data we need to prevent churn Review collected by and hosted on G2.com.

Nothing really.. I spent 5 minutes on this question, trying to figure out one bad thing, could not find it. Review collected by and hosted on G2.com.

How easy it's been to integrate with the rest of our product stack, so actions we take in Custify can be done right there on the platform, even though other applications do the actual work, like sending the automatic email or SMS sequences we set in Custify according to segments and journeys and then also see the data from their impact. Review collected by and hosted on G2.com.

Integration was ok, but the initial setup was kinda slow. No big deal, though, because we ended up with a very powerful system. Review collected by and hosted on G2.com.

I was worried that automation would hurt the experience our premium accounts usually get from the company, but it turned out to actually improve it. First, they get exactly the tutorials they need when they need them, based on what they're doing with the product, so they don't need to reach out to us to ask. This saves us time and keeps them in the app. Second, we set milestones that trigger automatic task creation for our CSMs to get in touch with certain accounts outside the platform, just as we did before, except now it's more targeted and specific to their needs, which means they're not wasting time and we're not missing opportunities. Review collected by and hosted on G2.com.

I wish it was easy to see our global Custify revenue, because that number would help us feel the overall impact. Review collected by and hosted on G2.com.

Easy to implement with our tech stack thanks to clear documentation and concierge onboarding. We can now automate campaigns with emails, popups, sms and more.

Its analytics is a great help also. We have now identified features our clients don't use and onboarding steps that are usually skipped. Review collected by and hosted on G2.com.

Not much from my side. Setup and integration took some time. The concierge onboarding helped make a plan for this. Review collected by and hosted on G2.com.

We can implement and measure our entire onboarding process through Custify. Meaning emails, sms, pop-up from different apps can now be done through one system, giving us way more flexibility and options in targeting. We are also able to measure each step and change accordingly. Review collected by and hosted on G2.com.

Global dashboards would be a big help. Review collected by and hosted on G2.com.