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.

Head of Client Services

Vorteile:

-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

Nachteile:

- 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

In Betracht gezogene Alternativen: ChurnZero und Totango

Gründe für den Wechsel zu Custify: - Custify fits the best to our business model.- The team was friendly and professional, and we loved working with people with the same values.-Innovative and flexible to customize Custify so it could meet our needs

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.

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.

Customer Success software done right.

Vorteile:

The fact that this software is very customisable to our own needs. Not every customer is the same and being able to really show what need to see per segment is great!

Nachteile:

Nothing really. Every small hiccup we have, we are able to quickly pick up with Custify and they help us out where needed. So nothing to complain about or not like.

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

The best software we found for the needs of customer success and support teams

Kommentare: The goal was to optimize their work and scale the team using the Custify features. It really simplifies the work of devs and sales also since they no longer need to export reports or sync with support on various client specific issues. Churn is much lower now and everyone can focus on their work.

Vorteile:

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.

Nachteile:

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

In Betracht gezogene Alternativen: ChurnZero und Totango

Gründe für den Wechsel zu Custify: Much better and detailed onboarding documentation.

SaaS owners best Friend - Churn Killer

Kommentare: Support is on spot. Onboarding is very helpful. API have everything we need. Team at Custify is very fast on updating software and accepting a feedback.

Vorteile:

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.

Nachteile:

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

In Betracht gezogene Alternativen: ChurnZero

Warum Custify gewählt wurde: Previous product have no features that Custify does

Gründe für den Wechsel zu Custify: We compared everything. Features, Price, User Interface... and in all three categories Custify WINS

A true gem in the landscape of Customer Success Tools

Vorteile:

Their culture: They have a stellar onboarding process, and excellent support, and they LISTEN to their users. They are open to suggestions and actually implement them. They are on the right path.

Nachteile:

Literally nothing. The dashboarding can be a bit hard to figure out but with the stellar support of the entire team.

In Betracht gezogene Alternativen: Vitally und ChurnZero

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

Vorteile:

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.

Nachteile:

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.

Great product with a great team!

Kommentare: 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.

Vorteile:

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!

Nachteile:

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

The sidekick we use to keep churn low and reports easy

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

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.

Great software for Customer Success!

Vorteile:

All in one software... I like that it helps us track businesses that are at risk so that we can be proactive and prevent churn. I also like the tasks section, it helps the team be on top of their duties, deadlines, etc. The onboarding is great and Custify team is super helpful.

Nachteile:

It's great but such a complex platform that some things can be easily forgotten if you are not making the adjustments within the platform on daily basis. In all cases, the support team is always there to give us the instructions and help with any questions we may have.

Powerful customer success tool for a growing saas

Kommentare: Awesome value overall. We’ve had great results in onboarding improvement and in customer retention. It’s basically doubled productivity across our CS team and the results really show. Custify staff is also very nice and always answers quickly. I really recommend them to any saas that wants to scale.

Vorteile:

The features we use daily are the health scores connected with tasks and alerts. This gives our CS and sales teams a daily roadmap of activities. Coupled with the 360 customer view, all they need to do is call the client. They don’t dig in other tools and don’t bother other team members.

Nachteile:

Navigation through the UI can be a pain in certain sections. Also setting health scores is not as intuitive as we expected - we always end up asking for their support staff to assist.

Helps us coordinate in order to improve sales

Kommentare: My overall experience with Custify is great. It saves me time, helps me know exactly what it is that my clients need and when I contact them I am not going through hundreds of tabs or notes, because everything I need to know is in the 360 view. Saves me time and my work gives me more satisfaction than it ever did in the past.

Vorteile:

The customer 360 view changed my relationship with my clients. They trust me more and the upsell process is much easier now. The onboarding is going well to as I can see where they get stuck and I can help prospective clients become actual clients that trust me and are not annoyed by me contacting them with a new presentation.

Nachteile:

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

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.

More than customer success, it’s a true customer insights tool for us

Vorteile:

The software lets me know, based on the KPIs and health scores I set, when a client needs to upgrade or when he needs another package that we upsell. The customer 360 view allows me to have a complete look at a client and know exactly how to help them.

Nachteile:

Takes a little bit to learn how to use complex features like lifecycle or health scores but once you do, it’s a smooth process.

CS software that helps us across departments

Kommentare: Overall Custify enables us to manage so many aspects of user outreach. For example it allows us to optimize each onboarding step for example and measure the impact. One of the features we found unique was that we can set different KPIs per user segments and track them differently. Because we have both Free and Paid plans this helps us measure each group separately. I highly recommend Custify to any SaaS.

Vorteile:

We can set segments based on any metric or KPI and then leverage those in playbooks. This way we can target users in need with specific upsells. Or we can leverage health scores and target customers at risk of churn in order to prevent any issues.

Nachteile:

Having a global dashboard would be a big help and would save us more time.

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.

Useful tool that saves us time every day

Kommentare: 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.

Vorteile:

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.

Nachteile:

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

Amazing Tool

Vorteile:

I love the fact that everything is stored here and that I can just go back whenever I want to put in additional notes to make sure that everything is ironed out.

Nachteile:

Probably only when there's a minimal downtime

Essential tool we now use almost every day

Kommentare: Good experience with many benefits to our team. We definitely recommend Custify.

Vorteile:

Simple and clear automation engine with many options thanks to the other apps we integrated. Has taken a lot of reporting out of excel and into one interface. Custify also helps us measure and optimize onboarding and reduce involuntary churn. We can also set warning points for at risk users so know who to reach out to.

Nachteile:

Takes time to integrate and you need a clear plan. Without their guidance in the concierge onboarding it would have been much harder.

Automation and clear understanding of our user’s recurring activity

Kommentare: I was hesitant to go with a less known tool, but the results speak for themselves. The feedback from our customers – both via email and in the bottom line – have been very positive.

Vorteile:

The automation engine is easy and adaptable and lets us personalize customer journeys in flexible workflows, so that each customer can get the most accurate message. In our saas user usage may vary based on various needs so adapting to that is great.

Nachteile:

Learning to work with it took a bit but this has been a very useful tool, so no big cons.

Lowered my churn and made my CSM’s job much easier

Kommentare: Got it with concierge onboarding. Everything about this company is dedicated to helping CSMs succeed. It really helped us set things up considering we have a custom crm setup.

Vorteile:

I love the product, but I want to tell you – get the concierge onboarding. They talk to you about your goals, they help your developers, they make sure you're set up and tracking what actually matters to your bottom line.

Nachteile:

I could really use a monthly newsletter that gives me an overview of how my key accounts are doing.