Avis clients sur Custify

A true gem in the landscape of Customer Success Tools

Avantages :

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.

Inconvénients :

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

Alternatives envisagées : Vitally et ChurnZero

Loving it so far

Commentaires : 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.

Avantages :

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.

Inconvénients :

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

Alternatives envisagées : ChurnZero

Pourquoi passer à 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.

Descent product, makes NPS collection easy

Avantages :

NPS collection feature. Customer Support.

Inconvénients :

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

Head of Client Services

Avantages :

-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

Inconvénients :

- 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

Alternatives envisagées : ChurnZero et Totango

Pourquoi passer à 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

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

Commentaires : 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.

Avantages :

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.

Inconvénients :

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

Alternatives envisagées : Vitally, ChurnZero, Gainsight CS et Totango

Pourquoi passer à 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

Commentaires : 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.

Avantages :

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.

Inconvénients :

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

Alternatives envisagées : ChurnZero et Totango

Pourquoi passer à Custify : Much better and detailed onboarding documentation.

SaaS owners best Friend - Churn Killer

Commentaires : 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.

Avantages :

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.

Inconvénients :

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

Alternatives envisagées : ChurnZero

Pourquoi choisir Custify : Previous product have no features that Custify does

Pourquoi passer à Custify : We compared everything. Features, Price, User Interface... and in all three categories Custify WINS

A great tool I highly recommend

Commentaires : 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.

Avantages :

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.

Inconvénients :

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

Alternatives envisagées : ChurnZero et Totango

Pourquoi passer à Custify : Price, functionality and interface

Customer Success software done right.

Avantages :

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!

Inconvénients :

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.

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

Avantages :

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.

Inconvénients :

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!

Commentaires : 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.

Avantages :

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!

Inconvénients :

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

Commentaires : 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.

Avantages :

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.

Inconvénients :

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

Commentaires : 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.

Avantages :

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.

Inconvénients :

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!

Avantages :

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.

Inconvénients :

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

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Love at First Sight

Commentaires : As of our 1st contact, MOST important for me was if their team is ready to do 2 important customization for us, as we are not a huge company. They said yes without a blink. Their Onboarding was easy and in OUR own pace, really felt as VIP client as of start to finish. (although, we are not VIP)

Avantages :

As soon as I saw their 1st screen, something clicked, feeling wise. We've been struggling for such a long time and without any doubt I knew we found what we need to measure and track and manage so many stuff. Like a perfect match + their support is A M A Z I N G!

Inconvénients :

Absolutely nothing, as love is blind LOL I honestly have no objections so far!

Alternatives envisagées : Bitrix24, Help Desk Migration, HubSpot Service Hub et Zendesk Suite

Great CS solution for any mid size SaaS

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

A one-stop shop for customer information

Commentaires : 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.

Avantages :

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.

Inconvénients :

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

Avantages :

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..

Inconvénients :

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.

Alternatives envisagées : ChurnZero

Sales tasks are so much simpler with Custify

Commentaires : My department’s experience with Custify has been great. Using this software, we have managed to increase the number of clients and more and more people get from Trial to Paid thanks to the info we get from the customer 360 view.

Avantages :

Custify is a great tool for Sales even though it was created for CS. We use it to better know our clients and to convert them from Trial to Paid. With this software, we’ve been able to keep track of everything they do and be there when they have difficulties or upsell them on certain packages.

Inconvénients :

I have no complaints about it. The parts that we use are perfect, and we couldn’t ask for anything better.

Solid CS product with terrific service

Commentaires : Great experience so far. We’ve increased upsells and have a clear view of what is going on with each client. Great tool!

Avantages :

We tried out several CS tools but Custify seems the best fit for our case. We have multiple plans with various KPIs per each plan. So having a way to target and upsell the right users, to see all client activity and data in one place and to be notified when certain client health scores are met is essential. Also, their customer service is 10/10. I have never worked with such great people.

Inconvénients :

No issues so far. They do a great job in adapting to all requests.

Great Customizable Product

Commentaires : Overall, great tool for building what you need. Especially if your product or process is bit more complex.

Avantages :

I love how easily customizable it is. Their service is great. They are very knowledgable and very helpful.

Inconvénients :

It is too customizable. It can be good in that you can build what you want, but the presentation and the UI isnt all too intuitive

The churn stopping tool I needed

Commentaires : Having automated onboarding and outreach has made work feel like child's play compared to when we used to go through the whole process manually using sheets and exported reports. Even on a slow day, I can reach far more clients than I used to, before implementing Custify.

Avantages :

We could see our churn starting to drop, not long after we started using Custify. With the automated process, the health scores connect with alerts and now, every morning when I get to work, I know what the day’s tasks are with the help of the software.

Inconvénients :

Nothing yet. Experience has been above expectations.

Streamlined our Customer Success Processes

Avantages :

The ability to use detailed metrics to create customer segments and organize them into lifecycles has been extremely helpful. This has allowed us to be extremely efficient as we grow our client base and focus our attention in the areas that need it most. This tool helps our team everyday.

Inconvénients :

Setup took a little bit longer as we had a very specific use case, but the customer support team was fantastic in responsiveness and ability to find effective solutions in a timely fashion.

All 5

Avantages :

Easy to track progress with the clients and employees

Inconvénients :

Sometimes was not opening where I left but that's fixed now