Custify 사용 후기 및 리뷰

Great support from Custify

주석: Brilliant. We've used Custify for 3 years and the support we receive is top class. Lots of product updates too, so the platform is constantly evolving with us and our needs.

장점:

Flexibility in the platform. Our CSM is super knowledgeable.

단점:

Only thing I'd say is because it so powerful, the possibilities are endless, so working out how implement an idea can sometimes take a little while to figure out.

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.

Affordable platform to support your CSMs

주석: Overall I feel like it's a good product for the price point and I can see that they are continually working to improve. They are very receptive to customer feedback.

장점:

Great customer support. Team is always available with a quick answer and it's easy to find a time to meet. Custify's playbooks have streamlined my workflow.

단점:

The UX is a bit clunky, not always intuitive. Often what would be a simple task in another platform takes multiple clicks, or transferring between windows to complete which slows me down.

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.

Great customer management platform

주석: Overall a really good system, does a lot of things all in one place and new features are being developed consistently. Great support team when needed.

장점:

Lots of great features such as health scores and playbooks to save time

단점:

Sometimes we have issues with emails not sending / delayed sends

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.

Easy to use and a massive help.

주석: Happy with everything so far and looking forward to what's to come.

장점:

Easy to use and really helps automate the Sales & CS flows.

단점:

Some of the integrations or functions may be missing, but the team is happy to listen to our needs.

Great product for Customer Success teams

주석: Great experience overall, it’s a must need tool for customer success team

장점:

Communication tracking, Account health score, easy to use

단점:

Nothing that I can think of, everything works well

Product that actually makes your work life easier

주석: Loving using it. No complains with it so far.

장점:

The ease of use and Access to all information under one roof is a big boon

단점:

There's nothing to dislike. Looking forward to more updates and enhancements

Short learning curve to start Customer Success work.

주석: Custify is third CRM/ CS tool I am using- previously it's been Hubspot and Totango. This one took the least time to make it work for me.

장점:

Clear overview of available modules. Seems very straightforward and more intuitive then some of the competitor's.

단점:

Some modules require further development e.g. time tracking - has potential to become even more helpful.

Affordable and easy-to-use CS tool

주석: Overall, I liked the team that I was working with. The CSM was quite attentive. Besides that, it’s a good tool to track general usage and customer insights. It saved me a lot of time in finding customer information.

장점:

I liked the company 360 view a lot and use it often. It saved me a lot of time finding the right information and data while communicating with customers.

단점:

In my opinion, Segment integration could be a bit better.

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.

Good Customer Success Tool for a Great Price

장점:

Good customer support/success, they listen to customers a lot about what features they wantRelatively easy to use - there is not a lot of training required to get up and running once you have your data coming inA lot of new features/improvements on a regular basisReally good price compared to competitorsIt has been instrumental in our ability to support a large group of customers with a small team

단점:

Setting up playbooks and health scores can be a little tricky, but their CS team will usually talk it through with you and give you adviceWish there were more integrations with more revenue tools like Chart Mogul or Quickbooks

Great Customizable Product

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

장점:

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

단점:

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

Create for CS, works wonders for Sales

주석: Our department’s experience as well as mine, with Custify, has been more than great. It’s amazing how one software can be used by so many departments, even though it was created with just one department in mind. We are able to get more clients to convert and then turn them into loyal customers.
Using Custify saves our team time and I get to touch base with more clients in one day. Interactions with them are on point thanks to the 360 view. The CSMs know exactly what to offer them to keep them happy and loyal.

장점:

The fact that Custify works for sales too is an added bonus for any business. We have converted more clients from Trial to Paid than we were able to in the past. We get access to the clients’ history with our products, the way that they use our features and any problems that they might have had in the past. Based on all of this info, we create custom packages for them and they are happy that they pay for features that they actually use.

단점:

I can’t find a single bad thing to say about Custify.

The sidekick we use to keep churn low and reports easy

주석: 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.

장점:

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.

단점:

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.

UX and thorough CS features are what convinced us to use Custify

주석: Has had a clear benefit on our work since we moved to work-from-home. It’s a very intuitive software. It allows us to automate simple tasks and easily segment users. Each department can track what it needs through custom health scores.
We really appreciated the fact that every team member got a great onboarding tutorial from the Custify team.

장점:

If you pay attention to the training from Philipp and his team, Custify will be an easy integration and will quickly show its benefits. The 360 customer view allows every department to keep in sync. Sales can transition to CS and support easily and the client history is easily visible. It’s just such a benefit for cross-dept work.

단점:

No complaints so far, and we’ve been using it for a while now.

Effective, easy to use and powerful Customer Success solution

주석: It has been a great experience, from the beginning of the sales cycle. The Custify team has been engaged, available and always ready to help. They made our deployment easy and ensured we successfully adopted the solution. Both the solution and the team are worth recommending

장점:

Custify helped us gain a 360 degrees view of our customers by consolidating CRM, Customer Support, Revenue and Product data. It is easy to deploy, easy to use and provides a broad set of capabilities to manage customer segments, lifecycles, health scores as well as comprehensive dashboarding. Custify Customer Success team has been fully committed to ensure we successfully adopt their product.

단점:

Initially, there wasn't too much product documentation, but now, there is a comprehensive Help Center including a knowledge base, best practices and FAQ's

A smooth technical integration with immediate results

주석: A powerful tool that can help the CS team properly run their daily operations. It has great UI, except on mobile and while it has a learning curve, that is understandable due to its complex features. I think the more complex your CS needs are, the more you can get out of Custify.

장점:

- Slack dedicated channel that can be used whenever you need it. - Crystal clear documentation - Support in implementation if need it - Comprehensive technical guide - Few story points allocated for this integration

단점:

I do not have to be honest. I am thankful that the CS team can be independent and the engineering team can focus on developing core functionality.

Great tool - Awesome customer experience

주석: We are using Custify for many things, but the most important one is to make sure the health of our accounts is where they need to be. This is easier to do now, as we have all the account information we need alongside setting tasks and projects for each. You can quickly go from seeing notes on an account, to recent conversations, to sending an email.

장점:

- Be able to easily set up tasks and alerts - Have the peace of mind that you are not forgetting important things - Automate manual processes - Have one centralized place where you can find the most important important information about your customers

단점:

There are no major cons. I simply love this tool and I adopted it in my daily routine from day one. I do wish it had better UI on mobile but other than that it’s been very useful.

An effective CS tool for any growing SaaS

주석: After implementing and connecting everything, the benefits started to be obvious to everyone. It’s a great tool to track app usage and customer insights. We use it to improve customer retention and keep everyone in sync on client information. There’s also cross-tool automation in playbooks so we moved our onboarding flow through Custify. This way we connect certain tools in the same flow and our team can improve steps more accurately. So it’s been a pretty good experience so far.

장점:

Custify has a lot of flexibility in integrations. Took us a bit to connect everything but once we did, our CS team instantly saw the benefits. Segmentation, reporting and health scores are the main features we use and like. Their support is also top notch - always quick to reply.

단점:

Some complexity around certain features like adding health scores. Also no easy way of tracking team performance by team member.

Great product with a great team!

주석: 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.

장점:

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!

단점:

We would love to see (and Custify is working on this already) per agent reporting.

Powerful customer success tool for a growing saas

주석: 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.

장점:

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.

단점:

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.

Increased revenue and reduced churn

주석: This will probably be useful to any SaaS company and customer success organization, but if you manage a team, the task manager will make CS collaboration so much more efficient. I would also highly recommend their onboarding support (“concierge onboarding”), which was free of charge to us and a great help, as they pre-configured the platform for us - super time saver. I can highly recommend it to any SaaS team looking to get their churn-numbers right.

장점:

- The task manager here is very much like Trello. You can differentiate labels by color, assign them to your CS managers, and it's very focused on the action everyone needs to take to get to the next step. Very efficient. We have been looking at several platforms and Custify stood out by far with their UI and UX, really state of the art. You can reach everything within a click and the product is really super fast. We are able to track all our KPIs (health scores) and they are all visible in the 360-view. We also can alert ourselves if any of those drop under a defined value. This way we are always proactive with our key customers, instead of waiting for them to cancel.

단점:

I've been thinking about what to write here for a while, but I just really love this product.

We use Custify to tackle churn and track user activity

주석: Our company has reduced churn and our dept has been more productive than ever before. We are now able to anticipate a client’s needs and the automated process reacts the moment the health score drops. This helps us engage the client and make a new offer.

장점:

For a product that was not necessarily meant for our dept, it works great for us. We can see our clients’ payment history, the way that they use our product, how many people use our product and so on. The customer 360 view really offers a 360 view. It gave us even a view on our clients’ behaviour and that is an amazing step up in front of the competition.

단점:

At first it’s a bit difficult to use, but once you get the hang of it, you become a duck in the water.