# Custellence Software Pricing, Alternatives & More 2026 | Capterra

> With the help of Capterra, learn about Custellence Software - reviews, pricing plans, popular comparisons to other Customer Engagement products and more.

Source: https://www.capterra.com/p/166696/Custellence

---

# 

 Custellence Software Review 2026: Features, Integrations, Pros & Cons

Last updated on March 13, 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)[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/)

Overall rating

Based on 17 user reviews

Reviews sentiment

Positive

\-

Neutral

\-

Negative

\-

Contact vendor  
for pricing

Free trial  
available

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## 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 (24,035)](https://www.capterra.com/p/135003/Slack/reviews/)

Starting Price

Contact vendor

Starting Price

$8.75

Per User, Per Month

Free Trial

Free Version

Pricing Options

Free Trial

Free Version

Ease Of Use

4.4 (17)

Ease Of Use

4.6 (4,057)

Value For Money

4.4 (16)

Value For Money

4.5 (2,859)

Customer Service

4.4 (16)

Customer Service

4.4 (2,791)

## Custellence alternatives

[4.3 (710)](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

Highest Rated

[4.9 (248)](https://www.capterra.com/p/149363/Kangaroo-Rewards/reviews/)

Starting price

$79.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

99%

of reviewers

rated it above 4 stars

[4.8 (453)](https://www.capterra.com/p/197141/Tremendous-Rewards/reviews/)

Starting price

Contact vendor for pricing

Pricing Options

Free Trial

Free Version

User Rating

98%

of reviewers

rated it above 4 stars

[4.4 (121)](https://www.capterra.com/p/168823/SurveySparrow/reviews/)

Starting price

Contact vendor for pricing

Pricing Options

Free Trial

Free Version

User Rating

90%

of reviewers

rated it above 4 stars

[View all alternatives](https://www.capterra.com/p/166696/Custellence/alternatives/)

## Features

Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically.

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 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 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.

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 14 features

Identify customers at risk of migration and activate strategies to retain them

Provides a channel for team members to share media files, communicate, and work together

Manage and track all internal and external communication conducted via calls, email, text, or chat

A collection of customer information such as contact details, demographics, previous interactions, etc.

Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement.

Record customer information, purchase history, and other notes

Process of dividing customers into groups based on common characteristics

Pre-designed layouts that can be customized to match preferences and requirements

Import and export data to and from software applications

Assemble applications and processes by dragging over and arranging pre-built components

Create and send email blasts/campaigns

Active reporting of data and metrics

View and track pertinent metrics to find patterns and gain insights from data

Interact with data visualization elements, such as charts and graphs, to drill down into data

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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

Contact vendor  
for pricing

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

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## 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

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.

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

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.

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

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.

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

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.

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

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.

[View all Reviews](https://www.capterra.com/p/166696/Custellence/reviews/)

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