Custify

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.

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

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.