# Custify Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Custify the right Customer Success solution for you? Explore 122 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/190125/Custify/reviews --- Custify 4.9 (122) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Custify Ease of use 4.8 Customer Service 5.0 ## Pros and Cons in Reviews Deeksha K Senior Customer Success ManagerStaffing and Recruiting, 51 - 200 employeesUsed the software for: More than 2 years. “What I liked most about Custify is how it centralizes customer data and makes it genuinely actionable.“ February 27, 2026 NR Nicole R Chief Customer OfficerComputer Software, 11 - 50 employeesUsed the software for: 1-2 years. “I've had a hard time getting CSMs to fully transition to using Custify - this is due to an integration issue between Hubspot, our product and Custify related to having users that can be users of multiple customers' sites.“ March 19, 2024 EM Elena M CSMInformation Technology and Services, 11 - 50 employeesUsed the software for: 1-2 years. “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.“ July 25, 2024 JK Jace K Senior Customer Success ManagerComputer Software, 11 - 50 employeesUsed the software for: 1-2 years. “I sometimes just use my Gmail because there have been inconsistent delays.“ July 26, 2024 JK Jace K Senior Customer Success ManagerComputer Software, 11 - 50 employeesUsed the software for: 1-2 years. “I really like the fact that it gives me everything I need to see about my clients, their health score, and also my performance on my Dashboard.“ July 26, 2024 NR Nicole R Chief Customer OfficerComputer Software, 11 - 50 employeesUsed the software for: 1-2 years. “Additionally, as we add to the metrics we watch for customers, it will need some revisiting bc the right hand column gets very long. “ March 19, 2024 AB Alex B Managing DirectorInformation Technology and Services, 11 - 50 employeesUsed the software for: 1-2 years. “It is so flexible. Once you get your head around how you can use the calculated metrics and segments to really control any activities you want to plan with our customer its such a powerful tool.“ June 13, 2024 JK Júlia K customer Success ManagerInformation Technology and Services, 11 - 50 employeesUsed the software for: Less than 6 months. “I miss a certain level of automation while using Custify, and it was a bit hard in the onboarding to find the perfect way to use the platform.“ March 8, 2024 ## Showing most helpful reviews Showing 1-25 of 122 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Deeksha K. Senior Customer Success Manager Staffing and Recruiting Used the software for: 2+ years ### "Customer Success Made Proactive" February 27, 2026 5.0 Pros What I liked most about Custify is how it centralizes customer data and makes it genuinely actionable. The health score framework, playbooks, and automation help CSMs stay proactive instead of reactive, while the intuitive UI makes it easy to onboard both new and experienced team members. Cons Initial setup can be time-consuming, particularly when defining health scores and playbooks from scratch. That said, once everything is set up, the day-to-day usage is smooth and efficient. Review Source MY Maggie Y. Customer Success Manager E-Learning Used the software for: 1-2 years ### "Affordable platform to support your CSMs" December 13, 2024 4.0 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. Pros 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. Cons 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. Alternatives considered [ChurnZero](https://www.capterra.com/p/157980/ChurnZero/)[Gainsight CS](https://www.capterra.com/p/148980/Gainsight/)[HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/)[Totango](https://www.capterra.com/p/222281/Totango/) Reason for choosing Custify It was the cheapest. They were the most responsive and had the best customer support. Switched from [Zendesk Sell](https://www.capterra.com/p/199865/Zendesk-Sell/) It didn't provide any health scoring or segmentation options to meet our needs. Review Source PI Peter I. Head of Product Information Technology and Services Used the software for: Less than 6 months ### "Descent product, makes NPS collection easy" June 20, 2023 3.0 Pros NPS collection feature. Customer Support. Cons Occasional bug encounter, and the logic for setting up cohorts and surveys and playbooks is a bit hard to follow. Review Source KH Kelly H. Customer Success Manager Information Technology and Services Used the software for: 6-12 months ### "Great customer management platform" November 15, 2024 4.0 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. Pros Lots of great features such as health scores and playbooks to save time Cons Sometimes we have issues with emails not sending / delayed sends Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Unsure - i was not in the business at the time Review Source EM Elena M. CSM Information Technology and Services Used the software for: 1-2 years ### "Great tool to streamline CS processes and measure customer health" July 25, 2024 4.0 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! Pros 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! Cons 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. Reason for choosing Custify Flexibility of health scores to match our needs, range of integrations, very pleasant and transparent sales process, value for money Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Needed a more CS specific tool that supported Customer Health Scoring Review Source TL Thomas L. Senior Customer Experience Manager Information Technology and Services Used the software for: 1-2 years ### "Reduce Churn and keep customers happy with Custify" July 16, 2024 5.0 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. Pros 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. Cons 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. Switched from [HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) Hubspot was not ready to scale with us and it's not a customer success tool so the options were limited. Custify just hits all the parameters to create the best health scores and integrates with all programs it needs to for us. Review Source JC Joel C. Customer Success Manager Information Technology and Services Used the software for: 1-2 years ### "Overall great experience and great product" July 12, 2024 5.0 Overall, this has been excellent. I really get a lot out of using the platform overall. Pros 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. Cons 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. Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Hubspot wasn't as focused as it needed to be for a CSM which is why we switched. Review Source Kev R. Director of CS Computer Software Used the software for: 2+ years ### "Great support from Custify" December 16, 2024 5.0 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. Pros Flexibility in the platform. Our CSM is super knowledgeable. Cons 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. Alternatives considered [Planhat](https://www.capterra.com/p/149430/Planhat/)[Gainsight CS](https://www.capterra.com/p/148980/Gainsight/) Reason for choosing Custify Flexibility in the product was key for us. Review Source RT Ryan T. Senior Sales executive Computer Software Used the software for: 2+ years ### "Easy to use and a massive help. " December 11, 2024 4.0 Happy with everything so far and looking forward to what's to come. Pros Easy to use and really helps automate the Sales & CS flows. Cons Some of the integrations or functions may be missing, but the team is happy to listen to our needs. Review Source SG Sabari G. Event Success Manager Information Technology and Services Used the software for: 1-2 years ### "Great product for Customer Success teams " December 30, 2024 5.0 Great experience overall, it’s a must need tool for customer success team Pros Communication tracking, Account health score, easy to use Cons Nothing that I can think of, everything works well Review Source SS Stijn S. Head of Customer Success Writing and Editing Used the software for: 1-2 years ### "Custify is literally my bible " July 16, 2024 5.0 Pros First of all their Customer Success Manager is of the charts. They are really thinking with you to what problems you want to fix within your own CS strategy. It's literally my bible. It's the first thing that I open & the last thing that I close. It really helped us in getting into a revenue mindset which is really great because we closed more revenue than our Sales department. It helped us to Scale our digital motion which was critical. Cons Are you crazy? There is nothing I dislike about Custify Review Source AB Alex B. Managing Director Information Technology and Services Used the software for: 1-2 years ### "It just does sooo much" June 13, 2024 4.0 Its been brilliant for us, and still we are only just scratching the surface. The product is great, the business is great and the support is great. My advice to anyone looking at CS software (and we looked at LOTS) I would say do your homework, have a clear plan on what it is exactly you want to prioritise and achieve using that CS software and stick to it. Then, pick Custify and get going. Pros It is so flexible. Once you get your head around how you can use the calculated metrics and segments to really control any activities you want to plan with our customer its such a powerful tool. The support we have received from Custify and in particular Giorgiana is incredible. ALWAYS there, on hand to help us if we have questions or need advice. They listen. We recommended a few improvements on calls with them during our time so far and they take note, pass them on and then in future releases you see some of your suggestions being included - its brilliant. Cons There is a lengthy setup process. To really get the full benefit of Custify you need to have it integrating with your systems. They have inbuilt integrations with some CRMs and accounting software but if you want it to connect with your software too you have to be prepared to invest time and resource into developing that integration. Review Source JD Johannes D. Head of Customer Success Computer Software Used the software for: 1-2 years ### "Highly customizable product, nice UI and an outstanding CS team" May 3, 2024 5.0 Great, very helpful and skilled CS team. The product is reliable. Improvement suggestions are implemented very fast Pros High degree of flexibility and customization Cons To find the best possible setup some time and iteration is needed. It's not an out of the box solution which works perfectly after 2 weeks Review Source JL Jayne L. CSM Design Used the software for: 1-2 years ### "A great tool I highly recommend" June 12, 2023 5.0 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. Pros 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. Cons 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 considered [Startdeliver](https://www.capterra.com/p/249441/Startdeliver/)[ChurnZero](https://www.capterra.com/p/157980/ChurnZero/)[Totango](https://www.capterra.com/p/222281/Totango/) Reason for choosing Custify Price, functionality and interface Review Source VR Verified Reviewer Software Engineer Computer Software Used the software for: 6-12 months ### "UX and thorough CS features are what convinced us to use Custify" August 15, 2021 5.0 Since we started using Custify, we have managed to get more clients to stay with us and they are more satisfied with what they get. We can set health scores based on pricing plans, set alerts and solve any issue faster. It’s been wonderful to have a lot of day-to-day tasks taken off our plate due to Custify’s automation features and clear reports. Pros By far the best feature of this tool is the customer 360 view. You get every piece of information on a client, in front of your eyes. No more going through different software, making them hold the line or taking forever to find a problem. Everything’s there and what we’ve noticed is how much less time the CSMs and support staff spend with each client now. Cons I can’t think of anything that I dislike. I just wish we had this software sooner. Review Source Maria T. Software Developer Computer Software Used the software for: 6-12 months ### "A smooth technical integration with immediate results" February 10, 2022 5.0 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. Pros \- 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 Cons 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. Review Source Gabriel N. Junior Social Media Manager Marketing and Advertising Used the software for: 6-12 months ### "Great tool - Awesome customer experience" February 10, 2022 5.0 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. Pros \- 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 Cons 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. Review Source VR Verified Reviewer Asst. Manager Information Technology and Services Used the software for: 6-12 months ### "The Custify app and support has been great" May 31, 2021 5.0 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. Pros 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. Cons When the software was implemented, getting used to it took me a little while, but the Custify team was very helpful. Reason for choosing Custify Overall better value and support Review Source VR Verified Reviewer Full Stack Developer Marketing and Advertising Used the software for: 6-12 months ### "Almost like a plug and play implementation" February 14, 2022 5.0 Custify is a powerful CS tool that can help you achieve your business goals. It is as powerful as the data you are sending and connecting so make sure the engineering and business teams are in synch in order to make this a success. Pros \- Straightforward documentation - One click away from Custify’s engineering team - Dedicated slack channel that proved to be a tremendous advantage. Cons Nothing comes up to my mind at this stage. Make sure you are carefully reading the technical guide you are receiving from Custify’s team. Review Source VR Verified Reviewer Asst. Manager Information Technology and Services Used the software for: 6-12 months ### "Our go-to solution for outreach and customer health score tracking" May 31, 2021 5.0 Since using Custify I get to engage more clients in one day and I have significantly decreased the number of steps I had to take to solve complex issues for my clients. The result of all of these actions is that churn has dropped and our clients are happy with the services we provide. There is definitely no better tool to track health scores. Pros The calls with my clients are shorter and fewer as now I get to solve their problems from their first contact. This is possible thanks to the customer 360 view dashboard which integrates all client info in one place including our custom health scores. Based on client app usage and support history I can create custom packages for them or upsell them on certain features. Cons No cons. Great software so far. Better Support. Reason for choosing Custify Better overall support Review Source Elena N. Talent & Recruiter Coach Human Resources Used the software for: 6-12 months ### "Revolutionary customer management with Custify" January 25, 2023 5.0 Overall, our experience with Custify has been nothing short of revolutionary. The user-friendly interface and customization options make it easy for our entire team to use, and the automated task feature has greatly improved our productivity. The integration with other tools is a huge plus, and the customer support team is always there to help. I highly recommend Custify to any business looking to streamline its customer management. Pros \- The interface is intuitive and easy to navigate, making it a breeze to manage customer interactions and track important information- The customization options allow us to tailor the software to fit our specific needs and processes- The automated task feature is a game-changer, saving us a lot of time and ensuring that nothing falls through the cracks- The customer support team is always quick to respond and extremely helpful Cons As a small business, the pricing can be a bit steep but it's worth it for the overall efficiency and productivity it brings. Review Source VR Verified Reviewer Co-founding BDM Information Technology and Services Used the software for: Less than 6 months ### "Increased revenue and reduced churn " October 18, 2019 5.0 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. Pros \- 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. Cons I've been thinking about what to write here for a while, but I just really love this product. Review Source Shweta R. Asst. Manager - Customer Success Information Technology and Services Used the software for: 6-12 months ### "We use Custify to tackle churn and track user activity" April 15, 2021 5.0 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. Pros 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. Cons At first it’s a bit difficult to use, but once you get the hang of it, you become a duck in the water. Review Source Diana G. Marketing Specialist Marketing and Advertising Used the software for: 6-12 months ### "More insights lead to better targeting and messaging" January 22, 2021 5.0 It’s been great. Our churn has reduced, reports are accurate, tracking our clients’ insights is extremely easy now, and we save time on everyday tasks. Every business with an interest in customer success should use Custify. Pros Keeping track of our users’ insights has become such an easy task with Custify. The cross-tool automation in playbooks is great. Now we can link the tools we use in the same flow and get the most accurate targeting and more complex messaging. Cons I can’t think of a single con for Custify. The setup might be tricky if you try to do it yourself, but you don’t have to because the Custify team does that for you. Review Source VR Verified Reviewer Entrepreneur Information Technology and Services Used the software for: 6-12 months ### "Very effective solution for our sales & support teams" September 1, 2020 5.0 Very good experience. Once I got the hang of it, life got much easier. Our sales team saves a lot of time and gets much better results. From segmenting to targeting and automated outreach it is a great tool that I recommend. Pros Sleek interface with very fast and dedicated support makes Custify one of the best new additions to our sales & support teams’ arsenal. We can now segment customers by value, order history, or recent activity. We can target customers likely for an upsell or cross-sell, saving us a lot of time and effort. This coupled with the email automation really helps us improve sales! Cons Not that easy to learn. You really need the concierge onboarding. Also, the dashboard needs some work as it lacks some overview reports. Review Source ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.