Custify

Avantages

Custify is extremely fit for purpose and seemingly the only "lightweight" CS tool out there. It has everything you need for your daily business as a CS-Manager and does things well overall. - It's pretty easy to implement- It's very easy to use- It has alle necessary features; especially health scoring is a charm

Inconvénients

You notice how young the company is by counting minor bugs. Nothing severe. But plentiful enough to be annoying from time to time.

Avantages

-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

Inconvénients

- 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

Alternatives envisagées 

Pourquoi passer à Custify

Avantages

When I use the customer 360 view, I can see how clients use our software to solve their issues. Custify also allows me to see the clients’ engagement with our product and use those insights through custom playbooks or segmented reports.

Inconvénients

There isn’t really anything I don’t like so far. Maybe the mobile view has some weird bugs.

Alternatives envisagées 

Pourquoi passer à Custify

Avantages

The ease of use and Access to all information under one roof is a big boon

Inconvénients

There's nothing to dislike. Looking forward to more updates and enhancements

Avantages

The teams can set custom health scores and track them as needed. They can now anticipate our client’s needs. CSMs can set tasks and alerts based on health scores, and they no longer waste time looking for reports.

Inconvénients

I don't think there is one. This is such a great fit for me

Alternatives envisagées 

Pourquoi passer à Custify

Avantages

Best part of this is tracking health score for each account. By measuring Member at Risk (MAR), we are able to proactively act and save clients before they even attempt to cancel.

Inconvénients

I am trying to think about cons for this product. I relly can not think of anything that is bad. Really.

Alternatives envisagées 

Pourquoi choisir Custify 

Pourquoi passer à Custify

Avantages

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.

Inconvénients

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.

Alternatives envisagées 

Avantages

The support has been fantastic and [sensitive content hidden] and the tech support are always quick to respond.
It's an easy to use platform as well.

Inconvénients

None that comes to mind at the moment, everythings good!

Avantages

enjoying the design, ease of use for my daily needs. rich with features that matter at my work

Inconvénients

some of the offered features needs to be developed further. sometimes laggy when saving notes or tasks

Avantages

Clear overview of available modules. Seems very straightforward and more intuitive then some of the competitor's.

Inconvénients

Some modules require further development e.g. time tracking - has potential to become even more helpful.

Avantages

I really like the mission of Custify and that they cater the product towards CSM and customers over leads and sales. This is visible in all small aspects of the product which is really helpful for al teams after customer acquisition.

Inconvénients

I miss a certain level of automation while using Custify, and it was a bit hard in the onboarding to find the perfect way to use the platform. I see the potential in Custify, but certain features are not there yet.

Avantages

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

Inconvénients

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

Avantages

We love using Custify for automated Slack reminders, their playbooks, and creating internal reporting about our customers.

Inconvénients

They are still a newer product and are building out a lot of new tools that will make it better.

Avantages

Having all the information about a client in one place, in a customer 360 view, is a time-saver. Custify gives us the possibility to make segments, monitor what lifecycle step every client is in, and get alerts when a user is stuck in the onboarding process. I can either set the system to target them with customized messages or I can do it myself. Being able to step in quickly is one of those things that makes work easy. Not long after our business became a Custify customer, I could see the improvements in my reports and I would never go back to the way we used to do things.

Inconvénients

The ability to customize emails is somewhat limited and for some reports, we had to ask for their help, but the overall experience tops any con.

Alternatives envisagées 

Avantages

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, [SENSITIVE CONTENT HIDDEN] 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.

Inconvénients

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.

Avantages

Rather than being blindsided, I am now able to anticipate when a customer is frustrated that he reported a bug two weeks ago and has not yet heard back from us. Having the client’s communication history, I can easily transfer the chat to another colleague, who can fill in the gaps immediately.

Inconvénients

Nothing to add here. After implementing the solution, I began using it as one of my most frequently used tools.

Avantages

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.

Inconvénients

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

Avantages

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.

Inconvénients

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

Alternatives envisagées 

Pourquoi passer à Custify

Avantages

Custify helps us make sure that our clients are actually successful. We can identify when they get stuck on something and help them to solve their issues proactively. We have many times the situation where the customer does not reach out for help until the issue is really big. Many times not even then. They just decide to stop being our customer. Custify and the proactiveness it enables saved us quite a bit of churn.

Inconvénients

I don't know if it's weird, but I actually don't have any complaints. This product makes me happier at my job. I was worried in the beginning that I would be overwhelmed by the functionalities but the user friendly UI and the onboarding services just works.

Avantages

- Straightforward documentation
- One click away from Custify’s engineering team
- Dedicated slack channel that proved to be a tremendous advantage.

Inconvénients

Nothing comes up to my mind at this stage. Make sure you are carefully reading the technical guide you are receiving from Custify’s team.

Avantages

The calls with my clients are shorter and fewer as now I get to solve their problems from their first contact. This is possible thanks to the customer 360 view dashboard which integrates all client info in one place including our custom health scores.
Based on client app usage and support history I can create custom packages for them or upsell them on certain features.

Inconvénients

No cons. Great software so far. Better Support.

Avantages

- The interface is intuitive and easy to navigate, making it a breeze to manage customer interactions and track important information- The customization options allow us to tailor the software to fit our specific needs and processes- The automated task feature is a game-changer, saving us a lot of time and ensuring that nothing falls through the cracks- The customer support team is always quick to respond and extremely helpful

Inconvénients

As a small business, the pricing can be a bit steep but it's worth it for the overall efficiency and productivity it brings.

Avantages

- The task manager here is very much like Trello. You can differentiate labels by color, assign them to your CS managers, and it's very focused on the action everyone needs to take to get to the next step. Very efficient.

We have been looking at several platforms and Custify stood out by far with their UI and UX, really state of the art. You can reach everything within a click and the product is really super fast.

We are able to track all our KPIs (health scores) and they are all visible in the 360-view. We also can alert ourselves if any of those drop under a defined value. This way we are always proactive with our key customers, instead of waiting for them to cancel.

Inconvénients

I've been thinking about what to write here for a while, but I just really love this product.

Avantages

For a product that was not necessarily meant for our dept, it works great for us. We can see our clients’ payment history, the way that they use our product, how many people use our product and so on. The customer 360 view really offers a 360 view. It gave us even a view on our clients’ behaviour and that is an amazing step up in front of the competition.

Inconvénients

At first it’s a bit difficult to use, but once you get the hang of it, you become a duck in the water.

Avantages

Keeping track of our users’ insights has become such an easy task with Custify. The cross-tool automation in playbooks is great. Now we can link the tools we use in the same flow and get the most accurate targeting and more complex messaging.

Inconvénients

I can’t think of a single con for Custify. The setup might be tricky if you try to do it yourself, but you don’t have to because the Custify team does that for you.