Custify Erfahrungen

Loving it so far

Kommentare: We’ve increased our customer satisfaction, resulting in higher revenues for us, the tool pays itself in the first day of the month - highly recommend.

Vorteile:

Various health scores in a 360 view of our customers, very flexible automation engine, actionable tasks and super easy to use UI. Also worth mentioning the great onboarding and follow-up support.

Nachteile:

Nothing so far. We'll review this with with every new use case.

In Betracht gezogene Alternativen: ChurnZero

Gründe für den Wechsel zu Custify: Other systems are more complex to use and our CSMs would need to work manually quite a bit. We've been looking for a system that allows our CSMs to spend their time with our clients instead of doing copy & paste. As a result, we’ve integrated Custify via API so we're sending events and attributes which allowed us to automate everything.

Great tool to streamline CS processes and measure customer health

Kommentare: Our overall experience has been very positive. The platform is extremely flexible and there rarely is a case of "not possible". I'd say the system needs someone tech savvy enough with time to dedicate to setting it up and maintaining / updating it on a regular basis in order to make the most of it. But if you do have that, it is a very impactful system to have!

Vorteile:

Long list of integrations covering most of the systems we're working with. Very flexible to adapt to existing processes and make them more efficient with playbooks/ lifecycles. The Health Score feature has been a massive value add for us and it's flexible enough to support our outcome based customer health scoring which is quite complex. Can't fault the support we have received from [sensitive content hidden] and the team! Super responsive and always happy to answer questions, offer advice and come up with workarounds if needed. We have also seen many of our feature and improvement requests/ suggestions materialise which is fantastic. The recent updates to the task manager have been a game changer and the team at Custify is working hard on providing regular quality of life improvements!

Nachteile:

Technical implementation has required a lot of effort on our end. Complexity of the system means it takes quite a long time to really become proficient with all the features. The administration of the system is quite time consuming, but this is also due to the fact that we're using it a lot and try to get the most from the system.

Descent product, makes NPS collection easy

Vorteile:

NPS collection feature. Customer Support.

Nachteile:

Occasional bug encounter, and the logic for setting up cohorts and surveys and playbooks is a bit hard to follow.

Custify Review

Kommentare: 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).

Vorteile:

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.

Nachteile:

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.

Reduce Churn and keep customers happy with Custify

Kommentare: It's a lovely experience to work with Custify. It's clear what you need to do in the tool and their support and customer success is incredible.

Vorteile:

That the results are directly visible. We have implemented Custify and we immediately saw that customer success managers had more time to spend on strategic calls with customers instead of spending a lot of time on admin things. Next to that we are able to spot churn risks way earlier which resulted in negative churn after 6 months with Custify.

Nachteile:

There is nothing in particular but one thing that they can do a bit better is the view. It looks very dry but that is not an issue as the product just does what it promises. Rather have a product that looks older but works then the other way around.

Overall great experience and great product

Kommentare: Overall, this has been excellent. I really get a lot out of using the platform overall.

Vorteile:

I particularly love using the health scores to anaylse my client's health and see which ones may be at risk. This is such a strong indicator for us. They are also very customisable depending on your product which is great. The support at Custify is excellent. Issues are addressed quickly and they really seem to take client feedback on board.

Nachteile:

I find that the email modal is probably the bit I like the least. This has improved a lot but there are still a couple of issues with the UI, and with emails becoming stuck in pending.

Custify has been a gamechanger for us

Kommentare: Custify has been a gamechanger for us. We're on track to reduce churn by 45% in our first year and Custify has played a major part in this. The team are brilliant, we're well supported and Custify has been a huge success for us.

Vorteile:

We implemented Custify moving from our old system of managing customer data in Hubspot and spreadsheets. Custify has a great integration with Hubspot, and other tools we use including G-Suite, Pendo and our helpdesk solution. It's got a great UI, which has helped CSM adoption and is very configurable and powerful. It's automation, AI, task management and lifecycle features are all really good.

Nachteile:

The way Custify handles recurring and non-recurring revenue is improving all the time. It's OK today, and I'm looking forward to more improvements that will take this to the top tier. Since we implemented there have already been a number of enhancements delivered which is very positive.

In Betracht gezogene Alternativen: ChurnZero und Gainsight CS

Gründe für den Wechsel zu Custify: Custify delivered the best bang-for-buck, and we ultimately chose Custify based on price.

Understanding our clients and leveraging that data is Custify’s main value

Kommentare: I would say that Custify is like a magic 8 ball; it somehow always has the right answer and our clients get better service in the end. The segmentation feature is great and the results are accurate. My reporting on our clients’ feature usage has never been more accurate. Custify saves time and lowers churn once you learn how to use it correctly.

Vorteile:

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.

Nachteile:

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

In Betracht gezogene Alternativen: Vitally, ChurnZero, Gainsight CS und Totango

Gründe für den Wechsel zu Custify: Value for money and an extraordinarily CS team that actually partnered up with us and helped grow the business

Custify is literally my bible

Vorteile:

First of all their Customer Success Manager is of the charts. They are really thinking with you to what problems you want to fix within your own CS strategy. It's literally my bible. It's the first thing that I open & the last thing that I close. It really helped us in getting into a revenue mindset which is really great because we closed more revenue than our Sales department. It helped us to Scale our digital motion which was critical.

Nachteile:

Are you crazy? There is nothing I dislike about Custify

Easy to use and support is great!

Kommentare: Really good! Because the support is great if there's any issues that come up we geta response super quick

Vorteile:

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.

Nachteile:

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

A great tool I highly recommend

Kommentare: Overall a great experience which has improved our daily operations and customer overview. We are excited to continue using it to gain more business intelligence about our customers' behaviours over time.

Vorteile:

Custify has a simple interface and does almost everything we need it to - most especially quick overviews of customer health and automating tasks which were previously very manual.

Nachteile:

Custify still has a long way to go when it comes to tracking activity and dashboards/analytics, and was a little challenging to implement.

In Betracht gezogene Alternativen: ChurnZero und Totango

Gründe für den Wechsel zu Custify: Price, functionality and interface

Custify is a great product, and it's easy to implement.

Kommentare: Custify is helping us proactively fight churn by identifying users who are not active on our platform. It really powers up our CSM's by automating some of the manual, repetitive processes such as scheduling meetings for low adopters.

Vorteile:

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.

Nachteile:

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.

Love it! Quality improvements needed.

Kommentare: We are very happy overall!

Vorteile:

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

Nachteile:

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

The Custify app and support has been great

Kommentare: I would say that overall this is a great software to use for Support teams. Personally, I feel like it helps me be more proactive and it helps me identify clients with issues faster. My clients are happier with how fast I can assist them and that can be seen in the low customer churn.

Vorteile:

The tasks that in the past I used to get done by going to a bunch of different people to get the information from, are now done automatically overnight. I see my clients’ history of payments, past issues and chat and this allows me to solve any issue that they have so much faster than I’ve ever been able to. The clients are happy with the time that it takes me to solve their issues and that shows in the low churn.

Nachteile:

When the software was implemented, getting used to it took me a little while, but the Custify team was very helpful.

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

Kommentare: 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.

Vorteile:

- 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

Nachteile:

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.

Great tool for any organisation

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

Vorteile:

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

Nachteile:

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.

UX and thorough CS features are what convinced us to use Custify

Kommentare: Since we started using Custify, we have managed to get more clients to stay with us and they are more satisfied with what they get. We can set health scores based on pricing plans, set alerts and solve any issue faster. It’s been wonderful to have a lot of day-to-day tasks taken off our plate due to Custify’s automation features and clear reports.

Vorteile:

By far the best feature of this tool is the customer 360 view. You get every piece of information on a client, in front of your eyes. No more going through different software, making them hold the line or taking forever to find a problem. Everything’s there and what we’ve noticed is how much less time the CSMs and support staff spend with each client now.

Nachteile:

I can’t think of anything that I dislike. I just wish we had this software sooner.

Great tool - Awesome customer experience

Kommentare: 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.

Vorteile:

- 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

Nachteile:

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.

Great CS solution for any mid size SaaS

Kommentare: I would say that this software is the best product that I have worked with in a SaaS. It’s like having a magic wand when dealing with clients: I know exactly what their problem is, I can see their payment history, chat history, past problems and how they interact with our product. It helps me do my job much faster and our clients are satisfied with us.

Vorteile:

Task setting and alerts are a great way to get things done much faster and to save time. We integrated a lot of our stack and now the customer 360 view is like a hub where you can find every information on any client, without going through a multitude of programs.

Nachteile:

It would be great to not need the Custify team for some complex reports we need to export. But they are working on a new feature for this.

UX and thorough CS features are what convinced us to use Custify

Kommentare: Has had a clear benefit on our work since we moved to work-from-home. It’s a very intuitive software. It allows us to automate simple tasks and easily segment users. Each department can track what it needs through custom health scores.
We really appreciated the fact that every team member got a great onboarding tutorial from the Custify team.

Vorteile:

If you pay attention to the training from Philipp and his team, Custify will be an easy integration and will quickly show its benefits. The 360 customer view allows every department to keep in sync. Sales can transition to CS and support easily and the client history is easily visible. It’s just such a benefit for cross-dept work.

Nachteile:

No complaints so far, and we’ve been using it for a while now.

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

Kommentare: 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.

Vorteile:

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.

Nachteile:

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

Love it!

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

A one-stop shop for customer information

Kommentare: Highly recommended. Using Custify brought us all the information we need to better understand our customers: their health scores, customer communication history, features they use, problems they report, what they’re searching for. The answers we provide are tailored to their needs.

Vorteile:

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.

Nachteile:

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

Great tool for Customer Success

Vorteile:

I like the ability to customize and integrate with many other systems to use. We can feed in the things we need, customize things and then track them. Our team is able to be successful with help of Custify..

Nachteile:

It is a very advanced software so it can be hard to figure things out but they have a great team that's always willing to help.

In Betracht gezogene Alternativen: ChurnZero

A smooth technical integration with immediate results

Kommentare: A powerful tool that can help the CS team properly run their daily operations. It has great UI, except on mobile and while it has a learning curve, that is understandable due to its complex features. I think the more complex your CS needs are, the more you can get out of Custify.

Vorteile:

- Slack dedicated channel that can be used whenever you need it. - Crystal clear documentation - Support in implementation if need it - Comprehensive technical guide - Few story points allocated for this integration

Nachteile:

I do not have to be honest. I am thankful that the CS team can be independent and the engineering team can focus on developing core functionality.