#1 most frequent
United States of America
58.3%14 installations of 24
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.
Categories & Use Cases
Media
1 / 5
Top Performing Features
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
Areas for Improvement
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: 8.8
Internal collaboration
The software allows members of your team to communicate and leave notes about any customer issues.
Category average: 8.4
Who Buys & Uses Custify
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
12.5%3 installations of 24
#3 most frequent
Belgium
4.2%1 installation of 24
Custify is great for our business
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
Great software for SaaS companies
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.
Great software that helped us automate and improve our conversion rates.
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
Lowered my churn and improved my customer lifecycle visibility
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
Love it!
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.
Other Software Used
Intercom
