Custify

Score9.9 out of 10

12 Reviews and Ratings

What is Custify?

Custify is a customer success platform designed for B2B SaaS businesses. It helps users better meet customers' needs, reduce churn and increase lifetime value. The user can see in-product usage insights as well as data from CRM, support, billing, and other systems in one place. Relevant customer success KPIs and client interactions are displayed in its dashboard. Custify also identifies clients that get stuck during onboarding, those whose trial is about to expire, and those whose usage has decreased. This lets customer success managers reach out proactively and efficiently. It has a sophisticated automation engine built in for low-touch workflows, as well.

Customer 360 view: No more spreadsheets. Get all the customer data from a CRM, support, billing, and other systems in one place.
Growth: Automatically identify growth, renewal, and upsell opportunities.
Tasks and Alerts: Get notified when a customer is stuck in onboarding, at risk of churning, or due to renew.
Customer Health: Identify at-risk customers and reduce unwanted churn. Track KPIs and define health scores.
Automation: Create playbooks and automate workflows to focus on white-glove tasks.
Customer Lifecycle: Understand product adoption and increase customer satisfaction during onboarding. Then encourage customers to renew their contracts and become advocates.

Categories & Use Cases

Media

1 / 5

Help desk / support tickets
The software integrates with your support desk and call center systems to track each customer’s support needs and activities.
Category average: 8.7
Product usage
The software integrates with your application to track how customers are using your product.
Category average: 8.8
Automated workflow
The software allows you to set up automated actions, alerts or tasks to be triggered by particular changes in customer data.
Category average: 9

Customer profiles
The software unifies and presents all customer data in one place, so customer success managers can track the health of each of their customers.
Category average: 8.4
Role-based user permissions
Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.
Category average: 8.9
Internal collaboration
The software allows members of your team to communicate and leave notes about any customer issues.
Category average: 8.4

Nick Saisi

CSM/Support Specialist in Customer Service at Cloud Campaign (11-50 employees employees)

Use Cases and Deployment Scope

Custify is used as our CRM and for tracking analytics on our customers for quarterly reviews. They help assign accounts to managers, keep track of health scores, and allow us to break down analytics by manager. We also use it for tracking product usage by manager and in a variety of ways

Pros

analytics
customer properties
dashboards

Cons

ensuring data is syncing correctly
bulk operations
more properties

Return on Investment

product usage analytics
we do have to use 1 other software with it
analytics dashboards

Alternatives Considered

HubSpot CRM

Other Software Used

HubSpot CRM, Trello

Usability

Nemanja Klajic View profile

Customer Success Lead in Product Management at Referrizer LLC (51-200 employees employees)

Pros

Playbooks
Health scores
Lifecycle
Custom tracking

Cons

Reporting: in development.

Return on Investment

Positive impact on churn reduction.
Easy view of the customer onboarding progress.
Playbooks make contacting a specific group of clients very easy.

Maria-Mirabela Ganta View profile

Marketing Coordinator in Marketing at Socialinsider (1-10 employees employees)

Pros

Well organized data.
Good automation features also used with integration with other software.

Cons

Global Revenue and a more simple dashboard.

Return on Investment

We've significantly increased our trial to paid user conversion rate and have set playbooks to help us upsell existing users at the exact time they need new features.

Alternatives Considered

Totango and ChurnZero

Other Software Used

Grammarly

alex Ne gru View profile

CEO at Minutizer (Skype pay-per-minute) (11-50 employees employees)

Pros

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.

Cons

Custify is not perfect for our business model as we have many customized cases, but it's the best one I've found and the team has been kind enough to help us integrate everything.

Return on Investment

It has saved my team so much time, and the best part is that we're getting better business results with less efforts.

Alternatives Considered

Totango, ClientSuccess, ChurnZero and Planhat

Other Software Used

Intercom, HubSpot

Georgiana Florea View profile

Product Manager in Product Management at GloriaFood (11-50 employees employees)

Pros

We get notifications when a customer's usage goes down, so we can check in and get them engaged again.
We can see how many of their team members use our product and set automatic workflows to make sure the rest gets on board before the trial ends.
It's easy to identify hot prospects that are ready to convert, to make sure we don't miss opportunities.

Cons

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.

Return on Investment

Free to paid conversions have gone up, and we see more customers choosing premium options than before, since we're using the automatic workflows to make sure the trial is a lot more focused on helping them see results before they pay a single dollar.