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Customer success solution for SaaS businesses

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Custify Features

Features Summary

Functionality

4.9

/5

112

Total features

67

3 categories

Custify features

AI/Machine Learning
API
Account Alerts
Account Management
Activity Dashboard
Activity Tracking
Alerts/Notifications
CRM

Common features of Customer Success software

API
Account Alerts
Account Management
Activity Dashboard
Activity Tracking
CRM
Chat/Messaging
Churn Management

Price starts from

ic-pricetag

No pricing info

Pricing options
Free plan
Subscription
Free trial

Screenshots

Contenders comparison

Functionality

4.9

/5

112

Price starts from

ic-pricetag

No pricing info

Total Features

67

Unique features

  • Customer Data Management

  • Onboarding

  • Review Monitoring

  • Email Campaign Management

Functionality

4.5

/5

10K

Price starts from

25

/user

Per month

Total Features

91

Features in Common

38

Unique features

  • Commenting/Notes

  • Tagging

  • URL Customization

  • Social Media Integration

Functionality

4.3

/5

3.3K

Price starts from

18

/user

Per month

Total Features

115

Features in Common

36

Unique features

  • Automated Routing

  • Multiple User Accounts

  • Predictive Analytics

  • Content Management

Common Custify comparisons

Custify logo
Zendesk Suite logo
CustifyvsZendesk Suite
Custify logo
ChurnZero logo
CustifyvsChurnZero
Custify logo
SmartKarrot logo
CustifyvsSmartKarrot
Custify logo
Zoho Desk logo
CustifyvsZoho Desk
Custify logo
LiveAgent logo
CustifyvsLiveAgent
Custify logo
Aligned logo
CustifyvsAligned

Reviewers who mentioned features said:

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Gabriela A.

Information Technology and Services, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Upselling twice as much since we installed Custify

Reviewed 4 years ago

I use Custify daily for reporting and targeting clients. It’s an amazing tool to have. With the customer 360 view, I have all the info in one place, whereas before I had to go through multiple apps to get the same result.

Pros

Setting my segments based on any metric or health score and setting up a custom playbook targeted to a specific type of client makes my work so much easier. When a trial is close to ending or when a client has reached a limit in their plan, I get an alert and can use the setup in Custify to reach out with a specific offer to upgrade or upsell.

Cons

When you first do the setup you need help from the Custify team, but afterward, everything gets pretty easy. No major problems so far.

AW
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Allison W.

Information Technology and Services, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Good Customer Success Tool for a Great Price

Reviewed a year ago
Pros

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

Cons

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

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James D.

Information Technology and Services, 11-50 employees

Used weekly for 1-2 years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Software that changed the game for us thanks to its automation features

Reviewed 3 years ago

We don’t have a big team so any task that can be automated is time saved and invested in attention to the client. Custify offered us what no other software did: a team that helps us with a smile on their face, a customer 360 view that allows us to find every information in no time and a great product overall.

Pros

Being able to use an automated process to know when a user is at the end of his trial or when to upsell or upgrade is a big plus. Finding urgent alerts and tasks early in the morning automatically assigned and not having to look for the information manually in different apps is another big plus.

Cons

It may seem expensive at first but in the end, it will save you a lot of money, especially if you implement it correctly.

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Mihai S.

Marketing and Advertising, 1-10 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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There is no better software on the market

Reviewed 3 years ago

Our business has been doing so much better since we implemented Custify. Clients are satisfied with how fast we respond to any problem that shows up and we have been able to upsell much more than in the past. Since we are not wasting anymore time to identify problems, we have more time for our clients and that can be seen in the churn numbers.

Pros

Our churn has dropped by a lot thanks to Custify. Our entire team has access to the same data, at the same time so it feels like we are together even though in reality we haven’t been in the same room in months. We get alerts based on the health scores we set for our clients so we know exactly when one of them is at a risk of churn, thus we are able to react much faster and keep the client happy by creating a new package.

Cons

None, really. This is by far the best software on the market.

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Tudor L.

Accounting, 5,001-10,000 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Create for CS, works wonders for Sales

Reviewed 3 years ago

Our department’s experience as well as mine, with Custify, has been more than great. It’s amazing how one software can be used by so many departments, even though it was created with just one department in mind. We are able to get more clients to convert and then turn them into loyal customers. Using Custify saves our team time and I get to touch base with more clients in one day. Interactions with them are on point thanks to the 360 view. The CSMs know exactly what to offer them to keep them happy and loyal.

Pros

The fact that Custify works for sales too is an added bonus for any business. We have converted more clients from Trial to Paid than we were able to in the past. We get access to the clients’ history with our products, the way that they use our features and any problems that they might have had in the past. Based on all of this info, we create custom packages for them and they are happy that they pay for features that they actually use.

Cons

I can’t find a single bad thing to say about Custify.

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Stefan-Tudor M.

Computer Software, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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An effective CS tool for any growing SaaS

Reviewed 4 years ago

After implementing and connecting everything, the benefits started to be obvious to everyone. It’s a great tool to track app usage and customer insights. We use it to improve customer retention and keep everyone in sync on client information. There’s also cross-tool automation in playbooks so we moved our onboarding flow through Custify. This way we connect certain tools in the same flow and our team can improve steps more accurately. So it’s been a pretty good experience so far.

Pros

Custify has a lot of flexibility in integrations. Took us a bit to connect everything but once we did, our CS team instantly saw the benefits. Segmentation, reporting and health scores are the main features we use and like. Their support is also top notch - always quick to reply.

Cons

Some complexity around certain features like adding health scores. Also no easy way of tracking team performance by team member.

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Matthew R.

Information Technology and Services, 1,001-5,000 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Effective, easy to use and powerful Customer Success solution

Reviewed 3 years ago

It has been a great experience, from the beginning of the sales cycle. The Custify team has been engaged, available and always ready to help. They made our deployment easy and ensured we successfully adopted the solution. Both the solution and the team are worth recommending

Pros

Custify helped us gain a 360 degrees view of our customers by consolidating CRM, Customer Support, Revenue and Product data. It is easy to deploy, easy to use and provides a broad set of capabilities to manage customer segments, lifecycles, health scores as well as comprehensive dashboarding. Custify Customer Success team has been fully committed to ensure we successfully adopt their product.

Cons

Initially, there wasn't too much product documentation, but now, there is a comprehensive Help Center including a knowledge base, best practices and FAQ's

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Theodora S.

Marketing and Advertising, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Not a marketing tool but we do get a lot of insights out of it

Reviewed 2 years ago

In the last 6 months, we have experienced a lot of growth, and because of Custify we could manage a larger number of customers with a small team without jeopardizing the customer experience. It helped us streamline our internal processes between CS and Marketing/Sales efforts.

Pros

- Customer data in one place - Manage and automate tasks properly. - Measuring general and in-depth account manager performance. - Manage a large number clients with a small team

Cons

I wish there were more helpful product documentation materials so that whenever we have a question to first go and check the docs rather than talk to our CSM. Nevertheless, our CSM, Irina, is there for us everytime we need her and her response time is super fast. It is nice to know that whenever you have a problem, somebody will treat it with a high priority and try to solve it fast.

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Mihaela B.

Computer Software, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Very good CS tool that’s also easy to use

Reviewed 4 years ago

Great experience and a real benefit across our CS and support departments. We get a clear picture of where our users are in the onboarding process, we see everything related to that user in one section, and we know who to focus our efforts on.

Pros

Easy and simple to use product. The Custify support team is amazing. Philipp did a great job onboarding everyone and helping us make some changes to segments and health scores. The segmentation and tasks functions are the features I focus most on. They keep our schedule clear and on track.

Cons

Setting up all the KPIs and health scores was a hassle at first. This was due to the fact we focus on so many things that it seemed we didn't have a clear objective. The dashboard is missing a lot. A way to have an overall look would really help.

SK
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Shawn K.

Marketing and Advertising, 51-200 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Great product with a great team!

Reviewed 4 years ago

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.

Pros

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!

Cons

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

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Verified reviewer

Information Technology and Services, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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The sidekick we use to keep churn low and reports easy

Reviewed 3 years ago

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.

Pros

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.

Cons

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.

SV
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Shaneel V.

Information Technology and Services, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Great tool for any organisation

Reviewed a year ago

We use Custify everyday and its a great tool to have as it alerts us and provides an excellent experience for customers.

Pros

We can create flows to engage with customers and be proactive in our communication.

Cons

Sometimes we had to deep dive on how we can create certain conditions which are not ideal and requires assistance with the team and they are great in responding and resolving the issue.

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Radu D.

Computer Software, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Quality CS tool every saas should implement

Reviewed 4 years ago

So far it’s been a real help. Our CS team has their health scores set up with alerts so they basically get an early warning system of when they need to step in. Onboarding has improved significatively as well as calls / CSM / day. Since they don’t waste time in multiple reports through various tools, they can call about 20% more. Bottom line, it’s been a real benefit for us

Pros

User segmentation and automated outreach. These were the features that sold us on Custify. KPI tracking per user plan and automated outreach based on this criteria is what we needed and Custify delivered. Their support team helped us get started and explained everything.

Cons

No major issues. I don’t think the UI is the best and the setup process can take long. In our case we had multiple integrations so that slowed things

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Gabriel N.

Marketing and Advertising, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Great tool - Awesome customer experience

Reviewed 2 years ago

We are using Custify for many things, but the most important one is to make sure the health of our accounts is where they need to be. This is easier to do now, as we have all the account information we need alongside setting tasks and projects for each. You can quickly go from seeing notes on an account, to recent conversations, to sending an email.

Pros

- Be able to easily set up tasks and alerts - Have the peace of mind that you are not forgetting important things - Automate manual processes - Have one centralized place where you can find the most important important information about your customers

Cons

There are no major cons. I simply love this tool and I adopted it in my daily routine from day one. I do wish it had better UI on mobile but other than that it’s been very useful.

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Heidi A.

Information Technology and Services, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Recommend to any organization looking to automate processes & gain customer insights.

Reviewed a year ago
Pros

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.

Cons

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.

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Dragoș S.

Computer Software, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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A CS tool for the daily user

Reviewed 4 years ago

Awesome experience with their team. We always get a quick reply when reaching out. The tool has really evolved in the past year and with our growing user base it really saves our team time and help us scale.

Pros

One of those tools that now feels essential in day to day work. Custify helps me stay on top of poor health accounts that are at risk of churn and need to be contacted. It also saves me a lot of time in reporting on a particular segment of users. I no longer need developer or management help for getting segmented data -now we keep track of clients’ health scores and get real time notifications when they reach the point of an upsell.

Cons

No detailed documentation like a kb with features. Also some emails with these reports would help.

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Verified reviewer

Automotive, 10,001+ employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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I don't think there is a better software for customer succes.

Reviewed 3 years ago

Our whole team works much better together since we started using Custify- the churn has dropped to its lowest point ever and the upsell rate is climbing. Numbers don’t lie: this is the best customer success software on the market.

Pros

I can view all of them or segment health scores at once. I can set alerts based on specific scores for certain segments and I know exactly if there is an issue. The 360 customer view allows me to have an overview of how a client is using our app and I can even track NPS for each individual feature. If you configure it right, you can see what a client wants, what he’s doing and where his usage is going in one glance.

Cons

There’s a new design and this has some small visual bugs occasionally. Nothing major.

GF
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Georgiana F.

Computer Software, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Love it!

Reviewed 5 years ago

Seeing multiple health scores at once has been so good. I'd still love to see the revenue data, but even without it, your work will be so, so much easier.

Pros

It lets me see multiple health scores at once, really as many as I want, which is such an improvement from the previous software we used. It just saves me so much time and helps me recommend more strategic suggestions, which makes me look good to my boss.

Cons

I'd love a global dashboard for our revenue data. I'm in charge of getting these numbers to my boss, so that would make my life even easier.

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Alexandru P.

Information Technology and Services, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Backbone of our CS process

Reviewed 4 years ago

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.

Pros

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.

Cons

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.

MD
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Marius Daniel I.

Restaurants, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Useful tool that saves us time every day

Reviewed 4 years ago

Awesome experience. Client communication has improved, we save time and simplify reports. Their team really seems to care about each client and are very responsive to all our questions or requests. It’s one of those tools that’s used across multiple departments in our company and everyone seems to be happy with the results.

Pros

I use Custify to keep track of a certain segment of clients and monitor health scores. Overall it saves a lot of time not just with reporting but also with its automated playbooks. We now let most of our clients go through the playbook emails and notifications.

Cons

No major problems. Just some setup issues that were solved.

WK
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William K.

Market Research, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Great Customizable Product

Reviewed a year ago

Overall, great tool for building what you need. Especially if your product or process is bit more complex.

Pros

I love how easily customizable it is. Their service is great. They are very knowledgable and very helpful.

Cons

It is too customizable. It can be good in that you can build what you want, but the presentation and the UI isnt all too intuitive

NR
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Nicole R.

Computer Software, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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A great tool with surprising depth and prolific product development

Reviewed 4 months ago

Overall, I'm pleased. I get really important insights from custify which I have come to rely on. I believe in their product development efforts as a company - they are so prolific and the scope of features they are releasing regularly really blows me away. I will be sticking around to work through getting my team more fully adopted and working through the other kinks.

Pros

I really do love Custify. It's a tool with great depth of functionality and it's fairly consistent across it's platform. I really enjoy the level of configuration you have in the tool and more so, the ease of filtering, tagging, segmenting, developing health scores,integration etc. I have very limited access to our tech team and so they did only the minimal integration between our product and custify. [When I consider some of our issues with adoption, it's likely due to how the integration was architected and tradeoffs we made.]. Given that, I set up everything else. I really rely on the insights that I can get about customers' use of our system and the alerting it does for us regarding when usage dips or increases. Playbooks are really helpful and user friendly.

Cons

The UI - it's hard to make sense of everything. I don't enjoy how the UI is organized on the company 360 with each type of record ordered by group. I would prefer to be able to switch to see a time-based view. Additionally, as we add to the metrics we watch for customers, it will need some revisiting bc the right hand column gets very long. I've had a hard time getting CSMs to fully transition to using Custify - this is due to an integration issue between Hubspot, our product and Custify related to having users that can be users of multiple customers' sites. Lastly, we have uncovered some issues that have made the finance reports unusable for us.

Es
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Edona s.

Computer Software, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Head of Client Services

Reviewed a year ago
Pros

-Playbooks ( I absolutely love the flexibility to automate outreach, create reminders and create notes and tasks for the team via playbooks. It is a critical feature if you work with small and midsize companies. Managing the clients has never been easier for us. Custify played a big plan in our overview Success strategy - Healthscoors- It's been a game changer for us to be able and monitor our client's journey and more so, to be able to create our healthcare matrixes - The support team is fantastic- They were always happy to jump on meetings and help us with the setup

Cons

- The only thing I would point out is improving the native integrations. We use several other tools, and we are limited on being able to send data from Custify to our CRM, so we can centralize the data for all teams

CC
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Chris C.

Computer Software, 501-1,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Custify Review

Reviewed 12 days ago

Great team, mostly available when needed. Support is via Slack which can be good or bad. Ideally there would be a way to convert a Slack request to a ticket so it did not get lost (on either end).

Pros

Ability to consolidate events from all users at parent company level and then build dashboards such as DAU, MAU, Utilization, and more. We even collect events for certain operations that have failed and are able to add companies to a segment that our support team then works through to resolve the issues. In some cases we reach out to the customer before they even knew they had a problem.

Cons

Metrics and dashboards are not updated in real time, they are updated on schedules. If I'm building a dashboard and hit 'save' it sometimes takes 10 minutes or more for it to populate.

IE
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Isaac E.

Program Development, 51-200 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Best Customer Support and software ever

Reviewed 4 months ago

Overall, we are totally happy with the team, the software and our future with the software.

Pros

One of the things that impressed me the most about Custify was the entire team behind this company. Custify offers similar features that are available out there in the market, but the way the customer success team and sales have been with our team is exceptional. They have worked with us to implement a solution that has been a bit of a pain for us due to so many systems that we are managing in-house (Hubspot, Zapier, AWS, etc.) Custify allows us to track trends and behaviors that we only suspected due to limited view caused by several platforms we used to manage our customers. Custify has allowed us to see our impact in real-time and empowered us to make better data-driven decisions.

Cons

There are still areas of opportunity that I see the team building on, which makes me so hopeful for the future. Areas of opportunity, such as not being able to set up lifecycles at people level are one of these areas but every time we have faced something that is unique to how we operate and not something that particularly can be done out of the box with custify, the customer success team over in Custify has been phenomenal in helping us navigate a solution that can help us achieve our end goal.