Custify 사용 후기 및 리뷰

Loving it so far

주석: 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.

장점:

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.

단점:

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

Great tool to streamline CS processes and measure customer health

주석: 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!

장점:

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!

단점:

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

장점:

NPS collection feature. Customer Support.

단점:

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

Head of Client Services

장점:

-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

단점:

- 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

Custify Review

주석: 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).

장점:

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.

단점:

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.

Reduce Churn and keep customers happy with Custify

주석: It's a lovely experience to work with Custify. It's clear what you need to do in the tool and their support and customer success is incredible.

장점:

That the results are directly visible. We have implemented Custify and we immediately saw that customer success managers had more time to spend on strategic calls with customers instead of spending a lot of time on admin things. Next to that we are able to spot churn risks way earlier which resulted in negative churn after 6 months with Custify.

단점:

There is nothing in particular but one thing that they can do a bit better is the view. It looks very dry but that is not an issue as the product just does what it promises. Rather have a product that looks older but works then the other way around.

Overall great experience and great product

주석: Overall, this has been excellent. I really get a lot out of using the platform overall.

장점:

I particularly love using the health scores to anaylse my client's health and see which ones may be at risk. This is such a strong indicator for us. They are also very customisable depending on your product which is great. The support at Custify is excellent. Issues are addressed quickly and they really seem to take client feedback on board.

단점:

I find that the email modal is probably the bit I like the least. This has improved a lot but there are still a couple of issues with the UI, and with emails becoming stuck in pending.

Custify has been a gamechanger for us

주석: Custify has been a gamechanger for us. We're on track to reduce churn by 45% in our first year and Custify has played a major part in this. The team are brilliant, we're well supported and Custify has been a huge success for us.

장점:

We implemented Custify moving from our old system of managing customer data in Hubspot and spreadsheets. Custify has a great integration with Hubspot, and other tools we use including G-Suite, Pendo and our helpdesk solution. It's got a great UI, which has helped CSM adoption and is very configurable and powerful. It's automation, AI, task management and lifecycle features are all really good.

단점:

The way Custify handles recurring and non-recurring revenue is improving all the time. It's OK today, and I'm looking forward to more improvements that will take this to the top tier. Since we implemented there have already been a number of enhancements delivered which is very positive.

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

주석: 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.

장점:

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.

단점:

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

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

주석: 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.

장점:

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.

단점:

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

A great tool I highly recommend

주석: 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.

장점:

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.

단점:

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

Custify is a great product, and it's easy to implement.

주석: Custify is helping us proactively fight churn by identifying users who are not active on our platform. It really powers up our CSM's by automating some of the manual, repetitive processes such as scheduling meetings for low adopters.

장점:

Custify allows us to automatically target out-reach to our customer base based on actions (or inactions) taken by the users on our platform. This allows us to identify the people who are using our product but could be getting more out of it. The fact that Custify connects to Zapier is a huge up-side for us, it allows us to really have some fun with the automatic out-reach that we trigger based on metrics that we use Custify to identify. On top of that, [SENSITIVE CONTENT HIDDEN] made onboarding very easy. It took us a little longer than expected to get set up, but those gentlemen helped us keep things moving forward offering guidance when it was needed.

단점:

I really don't have any dislikes about Custify. The only thing that would even further improve my review would be some additional 'in-Custify' analytics/ data tracking. Custify has a great team and when I have questions I feel totally comfortable hitting their guys up when we need help or run into any issue.

Love it! Quality improvements needed.

주석: We are very happy overall!

장점:

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

단점:

You notice how young the company is by counting minor bugs. Nothing severe. But plentiful enough to be annoying from time to time.

The Custify app and support has been great

주석: 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.

장점:

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.

단점:

When the software was implemented, getting used to it took me a little while, but the Custify team was very helpful.

Not a marketing tool but we do get a lot of insights out of it

주석: In the last 6 months, we have experienced a lot of growth, and because of Custify we could manage a larger number of customers with a small team without jeopardizing the customer experience. It helped us streamline our internal processes between CS and Marketing/Sales efforts.

장점:

- Customer data in one place - Manage and automate tasks properly. - Measuring general and in-depth account manager performance. - Manage a large number clients with a small team

단점:

I wish there were more helpful product documentation materials so that whenever we have a question to first go and check the docs rather than talk to our CSM. Nevertheless, our CSM, Irina, is there for us everytime we need her and her response time is super fast. It is nice to know that whenever you have a problem, somebody will treat it with a high priority and try to solve it fast.

Great tool for any organisation

주석: We use Custify everyday and its a great tool to have as it alerts us and provides an excellent experience for customers.

장점:

We can create flows to engage with customers and be proactive in our communication.

단점:

Sometimes we had to deep dive on how we can create certain conditions which are not ideal and requires assistance with the team and they are great in responding and resolving the issue.

Quality CS tool every saas should implement

주석: So far it’s been a real help. Our CS team has their health scores set up with alerts so they basically get an early warning system of when they need to step in. Onboarding has improved significatively as well as calls / CSM / day. Since they don’t waste time in multiple reports through various tools, they can call about 20% more. Bottom line, it’s been a real benefit for us

장점:

User segmentation and automated outreach. These were the features that sold us on Custify. KPI tracking per user plan and automated outreach based on this criteria is what we needed and Custify delivered. Their support team helped us get started and explained everything.

단점:

No major issues. I don’t think the UI is the best and the setup process can take long. In our case we had multiple integrations so that slowed things

Very good CS tool that’s also easy to use

주석: Great experience and a real benefit across our CS and support departments. We get a clear picture of where our users are in the onboarding process, we see everything related to that user in one section, and we know who to focus our efforts on.

장점:

Easy and simple to use product. The Custify support team is amazing. Philipp did a great job onboarding everyone and helping us make some changes to segments and health scores. The segmentation and tasks functions are the features I focus most on. They keep our schedule clear and on track.

단점:

Setting up all the KPIs and health scores was a hassle at first. This was due to the fact we focus on so many things that it seemed we didn't have a clear objective. The dashboard is missing a lot. A way to have an overall look would really help.

Great CS solution for any mid size SaaS

주석: 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.

장점:

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.

단점:

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

장점:

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.

단점:

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.

Helps us coordinate in order to improve sales

주석: 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.

장점:

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.

단점:

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

Data driven decision making finally possible

주석: If you're a data geek like me, who likes to get your data fix quick, go at it deep, and
then know exactly which action is the best one to take, I'm not saying this software is
magic, but it sure made me a happier CS professional.

장점:

I feel like this product was made for a data person like me. You get as many health scores as you want, plus health history, in one place. You get to see multiple life cycles per customer in one place. And the user experience is so easy, so you never spend 15 minutes trying to locate a feature. Get the data, then use the task manager to go, go, go.

단점:

A dashboard of our revenue data would really complete this software for me. If I understand correctly, they're working on it, so fingers crossed.

CS software that helps us across departments

주석: 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.

장점:

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.

단점:

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

Sales tasks are so much simpler with Custify

주석: 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.

장점:

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.

단점:

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

Insights and health scores are so helpful in day to day activities

주석: Our sales have increased since we started using Custify and our clients are happier with our services. In turn, we are happy with Custify’s product and quick reply to all of our requests.

장점:

Everything we need to know about a client is one click away. The automated process helps us identify much faster which client could use an upgrade or an upsell. Having this option, saves us time, time that we now spend with our clients, rather than looking through the different apps to put together all the necessary info.

단점:

More complex reports require help from the Custify team, but they answer quickly.