Custify

For us, first and foremost, Custify solves an issue of client overview across our teams. We’ve integrated previously disconnected tools so now our teams not only get full info on our clients but also multiple outreach options and detailed customer health tracking. The automated playbook and alerts options save everyone a lot of time.

Integration took a bit of time and deciding on the right customer health scores was a process in itself but once we got everything set up, we saw the benefits.

Definitely worth a try if you have a saas. They have awesome support and can help guide you through the integration and setup process. Our main limitations came from our custom integrations.

We switched to remote work and sharing info about clients became a time consuming process since we have multiple tools which store this information. With tools integrated in Custify, we now have a full 360 view across our clients. Support and CS teams can coordinate better and also sales teams can track customer health scores to track onboarding and clients ready to switch plans.

There are many features in Custify our team loves. The health scores are especially great for us since we tied them with alerts so we get notified on each new change. The segmentation and reports are also helpful - they keep our team on track with everything. Whenever we have any issue their customer support team is easy to reach and quick to reply.

The way the features are organized, how complicated adding a new health score can be. Not big issues but worth improving from my point of view.

Depends what you’re looking for. If you need an automated solution to fix your problems this is not it. This is a tool your team can use to save time and effort. Works great if you already know your client KPIs and your CS objectives.

With Custify we focus on improving customer retention. With the alerts and quick reports our CS managers know who might have issues with onboarding or with bad support so they can quickly step in. The automated functions like email playbooks and messages also help with onboarding. It’s really helped us across the board.

Custify allows us to automate our task creation and client management. Their health score system allows us to keep track of the user behavior that really matters to us at a glance.

Not much to dislike, really. Any time I find kinks in the workflow I voice my concerns and more often than not a change is made to enhance it.

Our product has a high learning curve and Custify helps us monitor our user behavior efficiently so we can see who is struggling and needs a bit more support. Additionally, their task automation really helps stay organized and prevent users from falling through communication gaps.

The customer health tracking based on multiple KPIs along with the tasks and playbook automations give us a really comprehensive solution for customer success. There’s a lot of value added and probably our favorite feature is the health scores tied with alerts and tasks. This basically gives our cs team a roadmap of activities every day

Nothing yet. The team likes it. Setting new health scores is a bit complicated and we always end up calling support. The UI isn’t exactly intuitive in some places either.

With Custify our CS teams save time and know where to focus their efforts. We set health scores and tasks accordingly and every morning they know who to call and why. Their main objectives are to increase customer retention and improve the trial to paid onboarding. So far we’ve managed to scale quite well.

At our company we have multiple tiers of clients with different levels of pricing along with different addons. So we need a custom approach to tracking customer health, churn and growth opportunities. Custify lets us do this. We set health scores for each plan. This way we see when a certain type of user is at risk of churn or if he reaches could be upsold to a different plan or addon. There are many features in Custify and this flexibility is why we use it daily.

There’s nothing we really hate. Just a few things we wish could be improved like there are a few limitations regarding branding and customization. A dashboard and report emails would also be nice.

This is really a cross-dept tool that both sales and customer success teams need to use. Getting started is a bit difficult but they have an awesome support team and you should reach out for any issue.

With Custify we have a process to reduce churn and automate outreach for upselling. It’s a process their team helped us implement and refine. We’ve had great results reducing churn by 50% in some cases. Custify directly helps us scale our CS and sales teams.