--- title: "Custellence Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Custellence Software - reviews, pricing plans, popular comparisons to other Customer Engagement products and more." source_url: "https://www.capterra.com/p/166696/Custellence/" page_type: "product" language: "en" --- # Custellence Software Review 2026: Features, Integrations, Pros & Cons Last updated on August 26, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews) Custellence ## What is Custellence? The easy-to-use tool for creating powerful digital Customer Journey Maps, User Stories, Experience maps and Service Blueprints: Organize all your customer insights, data, solutions and ideas in one place. Present and share your maps for greater commitment and impact. Collaborate on maps IRL with remote teams for higher efficiency. Update and use your maps as change plans by using Custellence's unique status settings ## What is Custellence used for? [Customer Engagement](https://www.capterra.com/customer-engagement-software/)[Customer Journey Mapping Tools](https://www.capterra.com/customer-journey-mapping-tools-software/) Top alternative Featured Overall rating Based on 17 user reviews Reviews sentiment Positive \- Neutral \- Negative \- ### Starting price Free trial available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Custellence?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://custellence.com/&name=Custellence) ## Custellence Overview Updated August 2026 AI summary Custellence enables organizations of all sizes to map customer journeys, manage customer experiences, and analyze engagement across touchpoints using cloud-based tools. With features for communication management, customer segmentation, real-time reporting, and customizable templates, it supports teams seeking structured ways to visualize customer data, track interactions, and coordinate improvements in customer engagement workflows. ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Custellence 4.4 (17) VS. [4.7 (267)](https://www.capterra.com/p/150695/Lucky-Orange/reviews/) Starting Price Contact vendor Starting Price $39 Flat Rate, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.4 (17) Ease Of Use 4.6 (542) Value For Money 4.4 (16) Value For Money 4.6 (377) Customer Service 4.4 (16) Customer Service 4.7 (301) ## Custellence alternatives [4.3 (716)](https://www.capterra.com/p/75130/Marketo-Lead-Management/reviews/) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 87% of reviewers rated it above 4 stars [4.5 (17)](https://www.capterra.com/p/172116/PageSense/reviews/) Starting price $12.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 88% of reviewers rated it above 4 stars [Hotjar](https://www.capterra.com/p/163516/Hotjar/) [4.6 (545)](https://www.capterra.com/p/163516/Hotjar/reviews/) Starting price $39.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/163516/Hotjar/) Highest Rated [Microsoft Clarity](https://www.capterra.com/p/236349/Microsoft-Clarity/) [4.8 (57)](https://www.capterra.com/p/236349/Microsoft-Clarity/reviews/) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 100% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/236349/Microsoft-Clarity/) [View all alternatives](https://www.capterra.com/p/166696/Custellence/alternatives/) ## FAQs about Custellence Overview ### Which roles and teams benefit most from Custellence? Custellence is most used by customer experience, service design, and UX teams that map journeys, identify pain points, and align improvements across touchpoints. Marketing, product, and operations leaders use it to connect customer insights with campaigns, roadmap decisions, and process changes, while consultants and founders support client workshops and strategic planning. Answer based on 17 reviews Overview ### What company size and specific industries is Custellence built for? Custellence is designed for customer experience and service design teams across small, mid-market, and enterprise organizations. It fits businesses in any industry that collect customer insights and need a structured way to turn those findings into practical service and experience improvements. Features and Usability ### What are the key features of Custellence? Custellence offers customer journey mapping, customer experience management, and customer segmentation for organizing customer data and journeys. It also includes customer profiles, customer accounts, and customer database tools, plus collaboration tools, communication management, real-time reporting, data visualization, and customizable templates for building and tracking customer-focused workflows. Getting Started and Support ### What training and onboarding options does Custellence offer? Custellence provides live online sessions, webinars, and documentation for team training. Live online sessions support guided setup and direct instruction, webinars cover product topics in a group format, and documentation offers written reference material for self-paced learning and feature lookup. Getting Started and Support ### What customer support options does Custellence offer? Custellence provides phone support. No reviewer feedback about support experience is available, so user sentiment on response speed, agent helpfulness, or common support issues cannot be summarized here. ## Features AI summary Based on 3,697 Customer Engagement reviews Capterra reviewers point to the following as the features buyers value most in customer engagement software: - **Content Management** (**53%** of reviewers rated this feature as critical) - **Engagement Tracking** (**44%**) - **Activity Tracking** (**40%**) Custellence includes other capabilities that reviewers also consider important, such as **Customer Database** (**41%**). By providing a centralized place to store and organize customer information, this feature helps businesses keep records accurate, improve visibility across accounts, and giving teams the context they need to manage customer relationships more effectively. Customer Database 5.0 (3) 0.00% of 3 reviewers that rated this feature as important or highly important A collection of customer information such as contact details, demographics, previous interactions, etc. Collaboration Tools 5.0 (3) 0.00% of 3 reviewers that rated this feature as important or highly important Provides a channel for team members to share AI models, media files, communicate, and work together Communication Management 5.0 (3) 0.00% of 3 reviewers that rated this feature as important or highly important Manage and track all internal and external communication conducted via calls, email, text, or chat Customer Experience Management 5.0 (3) 0.00% of 3 reviewers that rated this feature as important or highly important Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Customer Segmentation 5.0 (3) 0.00% of 3 reviewers that rated this feature as important or highly important Process of dividing customers into groups based on common characteristics Email Marketing 4.7 (3) 0.00% of 3 reviewers that rated this feature as important or highly important Create and send email blasts/campaigns Custellence 16 features ### All Features - Churn Management: Identify customers at risk of migration and activate strategies to retain them - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Communication Management: Manage and track all internal and external communication conducted via calls, email, text, or chat - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customer Experience Management: Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. - Customer Journey Mapping: Visualize and analyze customer experience across all touchpoints and channels - Customer Profiles: Record customer information, purchase history, and other notes - Customer Segmentation: Process of dividing customers into groups based on common characteristics - Customizable Templates: Pre-designed layouts that can be customized to match preferences and requirements - Data Import/Export: Import and export data to and from software applications - Data Visualization: Graphical representation of data - Drag & Drop: Assemble applications and processes by dragging over and arranging pre-built components - Email Marketing: Create and send email blasts/campaigns - Real-Time Reporting: Active reporting of data and metrics - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Visual Analytics: Interact with data visualization elements, such as charts and graphs, to drill down into data --- Get Advice We can help you find the software with the features you need. Features 4.1 (17) 4.1 Based on 17 reviews ## Pricing Value for money 4.4 (16) ### Starting price Free trial available Value for money 4.4 (16) 4.4 Based on 16 reviews Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.4 (16) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.4 (16) 4.4 Based on 16 reviews ## User reviews Overall rating 4.4 Based on 17 reviews Filter by rating 5(13) 4(2) 3(0) 2(0) 1(2) Mentioned topic Sorted by most recent GR Giovanni R. Finance Manager Financial Services ### "Impressive Approach Customer Engagement " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 April 25, 2024 Pros Custellence has the right customer engagement, and there are useful marketing streams. Cons Custellence has no fault in matters communication, and businesses thrive. Switched from [CommentSold](https://www.capterra.com/p/177331/CommentSold/) [Twice Commerce](https://www.capterra.com/p/187639/TwiceCommerce/) [CallingPost](https://www.capterra.com/p/196048/CallingPost/) [Comm100](https://www.capterra.com/p/108889/Comm100-Live-Chat/) Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RM Roberto M. Marketing Director Food & Beverages ### "Focused Customer Journey Approach " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 April 25, 2024 Pros Custellence is detailed in mapping the customer journey and offering a reliable solution. Cons Custellence measures all the customer details, and it provides flawless assistance. Switched from [The Customer Factor](https://www.capterra.com/p/119405/The-Customer-Factor/) [XM for Customer Experience](https://www.capterra.com/p/152924/Customer-Frontlines/) [SilverBlaze Customer Portal](https://www.capterra.com/p/154122/Capricorn/) [Customer Loyalty](https://www.capterra.com/p/218685/Piggy/) Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. GL Garlasco L. Digital Marketer Health, Wellness and Fitness ### "Custellence for Customer Management" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 April 18, 2024 Pros Custellence has all the information that customers require, and the CRM solution is also well enhanced. Cons Custellence is dynamic in capturing business communications. Switched from [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/) [XM for Customer Experience](https://www.capterra.com/p/152924/Customer-Frontlines/) [Netcore Customer Engagement](https://www.capterra.com/p/231034/Netcore-Cloud/) Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. ET Esraa T. Veterinarian Veterinary ### "One of the most important tools " 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 August 25, 2021 Pros It's a magnificent tool . You can get your privacy .it's very easy to use and comfortable Cons At first it is very useful, but with use it becomes an expensive tool Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. IK Inci K. Customer Experience Designer Insurance ### "The ONLY software to create professional Service Blueprints without being a digital/graphic designer" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 June 18, 2020 First of all the support provided by \[SENSITIVE CONTENT HIDDEN\] when signing up and helping with any technical requests and issues, has exceeded all of our expectations. Introducing any kind of new digital tool in a very regulated industry is a slow and hurdle-some process. But \[SENSITIVE CONTENT HIDDEN\] has been unbelievably helpful and patient, without her flexibility and almost around the clock effort, we would not be in a position of using this fabulous tool today. \[SENSITIVE CONTENT HIDDEN\] also enabled to customise the type of plan we needed. In terms of use for doing our work, it's great to be able to finally create Service Blueprints that look professional and graphically appealing even without being a digital designer. We can now share SBPs with the rest of the business and really help instill the Human Centred-Design approach in our business. We can influence leaders' thinking by showing them exactly which journey customers take, what they think, feel and say, and how as a business we are or may need to respond to it with different activities and enablers. Especially now, in June 2020, during a global pandemic with all of our company working from home, Custellence is the only way for us to actually create and share Service Blueprint. Analog paper style service blueprinting wouldn't even be possible. Going forward, many of us might continue working from home so here, Custellence will continue to enable us to do our work and share something that fosters HCD instantly and continuously - one of our big strategic goals. Pros It does exactly what I need it to do - which is to create Service Blueprints for Design Projects. There is no other product that does it as well as this one. It's relatively intuitive when using it which is important as others who view it are not always very digitally savvy. While we're not graphic designers Custellence allows us to create SBP and customer journey that look neat and professional. I can share it with other to view even if they only have a free account. Images and links can be imported. I can use it from several devices at the same time and it's being updated in real time. The templates provided even teach us new and different ways of presenting customer journeys and SBPs. They're fabulous! We also love the functionality that allows us to show both the current state of parts of a journey, which ones we need to get rid of and which we need to create for the future. As we are working on a project, we can then slowly turn the current state map into a future state map, without having to have two separate maps. It's basicall a working document. Brilliant! My team loves this product! Cons You can archive cards and lanes but once they're deleted there is no way to find them again (unless the admin team can find them, I'm not sure about that). It's not possible to directly insert lanes in between existing lanes. Always need to create them at the bottom of the document first and they try move them up which can be cumbersome but I know this is something Custellence is working on. I would like to be able to upgrade and down grade users to our account myself as people leave and join the team. However, the admin team at Custellence almost instantly responds to requests to get this done and they're working on getting customers to be able to do it themselves too. So in a way, it's not really a problem. Reasons for choosing Custellence Because only this product allows us to create Service Blueprints in exactly the way we want. It provides guidance on different ways of doing it but in the end we can decide how to do it. The other product was also too prescriptive on how to do some of our work (not SBPs as such though) - which was limiting to us. Review source Vendor Referred: This reviewer was invited by the software vendor to submit an honest review. Jin W. Enterprise Customer Experience NPS (Net Promoter Score) Lead Telecommunications ### "The most flexible journey mapping tool on the market" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 May 16, 2020 I've been using this for nearly a year and it is truly the best journey mapping software out there. Great support too. Pros As a customer experience practitioner, I've been looking at different CX journey mapping tools. For me the most important feature that I look for in a CX journey mapping tool is flexibility. And Custellence really aces the flexibility. The thing about customer journey mapping is, you want to be able to change and move things easily. There are tools out there that look real pretty, but a nightmare to edit on the fly. A useful journey map must be easy to modify and tailor and I've never come across anything anywhere as flexible as Custellence. Flexibility is king here. Cons The cost. Frankly it's one of the more expensive journey mapping tools out there, but I can totally justify it. What I gain in productivity with this tool over others make this well worth it. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. EB Emma B. student Marketing and Advertising ### "Don't use free trial" 1.0 Overall Rating 1.0 1.0 Ease of Use 1.0 1.0 Features 1.0 1.0 Customer Service 1.0 1.0 Likelihood to Recommend 0/10 March 9, 2020 Pros Great software, just don't use the free trial. Cons If you make a map using the free trial, you cant export/download the map unless you sign up for one of the paid plans. As their purpose is to "empower you to lead the important work of creating customer relevance, of simplifying our lives as customers, and to liberate our society from bad customer experiences." its quite remarkable that that they will email you daily and themselves provide a bad costumer experience. Review source Vendor Referred: This reviewer was invited by the software vendor to submit an honest review. AM Andreas M. Head of CX and Insights Food & Beverages ### "Easy and valuable" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 October 29, 2019 We have managed to get a better understanding across teams of the importance of each step in the customer journey by mapping it out with Custellence. Pros It's super easy and flexible to use. It was very easy to fit it to work with our needs. Cons It could be even smarter for sharing since the power of customer journey maps is often closely connected to how well you get them implemented/shared in your group/org. Review source Vendor Referred: This reviewer was invited by the software vendor to submit an honest review. Orhan L. Marketing and Sales consultant Marketing and Advertising ### "Terrible customer journey" 1.0 Overall Rating 1.0 1.0 Ease of Use 1.0 1.0 Features 1.0 1.0 Customer Service 1.0 1.0 Likelihood to Recommend 1/10 September 26, 2019 Non Pros Nothing at all. The whole experience was just terrible. Cons I wanted to see a free template as indicated on the site. First I lost my time on making an account. When logging in, there were no free templates at all. Then I received the e-mail form an agent where he was blablabling about how they are people oriented firm etc announcing that I will receive another 3 e-mail during the day! Sorry, that is just pathetic and this is mental raping. So, bye, bye. Review source Vendor Referred: This reviewer was invited by the software vendor to submit an honest review. Response from Vendor October 4, 2019 Hi Orhan, I am sorry to hear that you didn't find the free templates. They are available on our site: https://custellence.com/templates/ and are free to use either as a PDF to download or use while in the application when starting on a new journey map. Given your feedback, we'll try to make it even easier to find them in the future. I totally understand the frustration when not finding what you're looking for - but I also wish you had told us about the problem and let us help when I contacted you after you'd sent us messages saying how angry and disappointed you were. Then we could have solved the issue. Best regards, Sabina & Custellence Team KH Kirsten H. Operations Consumer Electronics ### "Custellence takes sticky notes where they have never gone before" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 September 23, 2019 Pros I love the user interface and design. You can tell they have thought through this part in a lot of detail. You get the ease and practicality of physical sticky notes with the benefits of an online and dynamic software. Customer journeys are always changing and Custellence is by far the best tool I have found for mapping such an important part of the business. Plus it allows for quick feedback from other teams. The customer service team is responsive, open to questions and kind. Too many good things to say about them. Cons I would love to see a Custellence customer journey map or service blueprint example to look at for reference in moments that lack inspiration or info to fill in your own. Of course each business model is different, but sometimes examples of others bring to light flaws or gaps in your own! Plenty out there on google but terms and map style differ so a Custellence created example would be a great complement to a stellar software. Oh and maybe a community forum where people who are creating these maps can ask questions to each other as well. Review source Vendor Referred: This reviewer was invited by the software vendor to submit an honest review. [View all Reviews](https://www.capterra.com/p/166696/Custellence/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.