Custify vs. Vitally

Two big use cases where it's very well suited: onboarding of our clients and churn prevention. It just saves me so much time and helps me recommend more strategic suggestions. At the end of the day I can see my productivity being a lot higher than before having Custify.

I use Vitally to manage my customers and what I like the most is the way of updating CS Account Sentiment based on significant changes in customer experience as well as track project progress and ensure that all team members are aligned providing good insights. Some limitations of the product maybe a way of sending automated communications to customers and some not easy way to manage the UI menu.

Incentivized

• 360 degree view of anything that has to do with a single account, including health score history across many elements, all the lifecycles of that account, different usage and adoption trends on multiple users in the same account, and more.
• Getting multiple health scores and trends on one screen.

• Integrations with other sources
• Dashboards easy to build
• Quick research of info

Incentivized

• My biggest surprise was that we needed to dedicate more time than I thought at the beginning to learn the software more deeply. The interface is the easiest I've used, but there are just many possibilities this software opened up for us, and we wanted to make sure we're familiar with them.

• NPS measurement is not particularly customizable

Incentivized

Overall a great tool with very useful features. It's UI seems a bit clunky and there is no full dashboard. Without these it takes a bit of work to find what you need and get an overview of current activity. Also, implementing everything takes a bit of work. I would recommend it to any saas that is serious about scaling and has a customer success dept

Using of this tool I have improved customer satisfaction tracking and reduced churn rates by ensuring tasks are completed within set timeframes. Customer Sentiment analysis is also very important for me as well as the good project tracking and alignment across Product, Engineering, and Sales teams. This leads to more efficient collaboration and project completion.

Incentivized

I personally have never used their support but i know our business has had multiple calls with them and they have always been helpful. I would imagine they are helpful as they have always had responses for our questions and have never left us hanging. Highly rate their support team

Incentivized

Hubspot is defintiely more robust in what you can do with it, but Custify is great for customer success specific activities. We do use hubspot in line with custify, but we wouldn't be able to use one without the other. Custify can measure some product engagement metrics that hubspot cannot

Incentivized

• Vitally was much easier to both set up and maintain than ChurnZero. The ongoing cost of keeping Churn Zero set up correctly was ultimately too much and caused us to look at other tools.
• Vitally's user interface is much cleaner and easier to understand. While ChurnZero may have more customizations, we ultimately found we were not using large portions of their app.
• Vitally worked out to be much cheaper for our needs.

Incentivized

• Connecting all these data points has been a game-changer. We're seeing higher conversions both from free trials and from starter plans to premium plans. We're now developing an upsell offering for our most premium plan and figuring out how to integrate it into Custify. We're ambitious and want to see what's possible to pull off.

• Increased renewal rates
• Reduced overall time spent analyzing customer health
• Reduces manual tasks for customer health

Incentivized