The biggest win for us is how effectively the platform centralizes previously disconnected customer data. Rather than jumping between multiple systems and trying to piece together how an account is performing, we can view real-time engagement and lifecycle health scores in one clear, unified place. The playbook feature also works exactly as promised: it lets us automate routine alerts and triggers based on actual client behavior. That keeps our small customer success team proactive, without having to manually audit accounts day after day. Review collected by and hosted on G2.com.

It isn’t exactly a “plug-and-play” tool out of the box, especially if you have specific data models. Building custom segments and fine-tuning the health scores to align with our client lifecycle required a fair amount of upfront planning, plus some trial and error to get it right. And while the standard reporting dashboards comfortably cover our day-to-day operational needs, the interface can feel a bit rigid when we need to quickly create highly customized, non-standard visual reports for internal stakeholder presentations. Review collected by and hosted on G2.com.

The intuitive user interface is great, it minimizes the time to get started using Custify and doesn't require hours of investigations to use the application. The support is great and helpful as example when it comes to integrate with 3rd party solutions such as data warehouse or CRM software. The onboarding team of Custify made it possible to start using the software in just a few days with our real data. Review collected by and hosted on G2.com.

I am not a fan of the reporting feature but with the recent release it made a big step in the right direction. I hope to see more improvements here. Review collected by and hosted on G2.com.

The Integration allow a seamless data import from CRM to Custify, from Support to Custify and through this data and the data you can push through your product by sending Events such as login, page views, and other, Custify is a great knowledgebase for all your customer data. Review collected by and hosted on G2.com.

Linking multiple people to one company could be improved (1:n relationship) Review collected by and hosted on G2.com.

I really like the playbook feature in Custify. It's great for creating custom segments and adding calculated metrics, which help us manage custom flows effectively. This makes managing customers super easy and efficient, especially when dealing with large volumes. The automation in customer communication is invaluable for us. I also appreciate how it aids in churn retention by prompting us to address potential churn before it escalates. Review collected by and hosted on G2.com.

I find the reporting to be problematic. We're unable to get the reports exactly how we need them. Most of the time, any support we get is paid and doesn't really help us. We're kind of stuck if they can't help, and so we don't use the reporting feature on Custify because we don't get the kind of reports we need. Review collected by and hosted on G2.com.

We love the customer portal. One of our main problems is our onboarding process, which for some customers can take a while and takes effort from their side, with several steps involved. We use Custify’s customer portal to create an interface between us as CS team and our key accounts. We change the content depending on where the customer is in their journey, but the main benefits are during the onboarding really. Review collected by and hosted on G2.com.

We used to have some issues with templating but those have been fixed within a few days by the team (thanks for the fast help here, by the way), nothing else comes to mind. Review collected by and hosted on G2.com.

The new AI agents are gold. Honestly, you can try to build things yourself with the well known AI tools out there, but in the end it's going to be more expensive, less intuitive, and with more errors than you think. I low how Custify has integrated AI into their product, I can see they really run a lot of interviews with Customer Success Managers and know what the actual day looks like, and understand their pain points. Review collected by and hosted on G2.com.

The reports are a bit hard to get used to in the first place, but I am not a very experienced report-builder to be honest. I got it all done in the end with the help of their team. Review collected by and hosted on G2.com.

I love the way the platform integrates into our existing tool stack, finally I have no longer to login into 10 different places to get an overview about a customer.

We looked into several Customer Success Platforms before we decided for Custify, one of the main reasons was also the UI of the product. We like something clean, lean, and compared to many other solutions we looked at, Custify was the cleanest and leanest, not feeling like bloatware at all.

What we did not know back then but do now is also that the onboarding process was very structured, easy to follow, so we could start within a couple of days to define all our processes. Review collected by and hosted on G2.com.

We used to miss the integration with our Meeting Recorder, but the team recently added this, so there is nothing really to dislike at the moment. Review collected by and hosted on G2.com.

Great AI features that help business growth and reduce customer churn. With the recent releases Custify has become a great Customer Success Software that can be easily integrated and provides intuitive UI. Review collected by and hosted on G2.com.

Scheduled Reports are great, however, would be even better if you could upload your own design for it. Review collected by and hosted on G2.com.

Personally, I love that I have everything about my customers in one page, they call it 'Customer 360', which is indded the best way to describe it. I used to have 5 different systems I had to login and get information from: support tickets, revenue data, usage metrics, Sales notes, meeting minutes, and even contract data, that was very tiring. Now everything is there and I am no longer losing time. Review collected by and hosted on G2.com.

I have created complex playbooks that could be hard to see on one page in the end, which was a bit of a problem. However, after reporting this to the Custify team, they have now implemented a preview-functionality (which is a bit of a tiny version of the entire playbooks), so this problem is gone, which is awesome. Review collected by and hosted on G2.com.

We were looking for a tool that can be set up quickly and has a clean user interface, without much clutter. We looked at several Customer Success Tools and decided for Custify due to its clean and easy to understand UI, all integrations we needed, and price / affordability. What me and my team like the best is the fact that it took us very little time to accommodate our processes, the team behind Custify who were super helpful, and the new AI functionalities with several AI agents that actually make sense and don’t just sound cool. Review collected by and hosted on G2.com.

We have nothing to complain so far - overall we are happy. Review collected by and hosted on G2.com.