--- title: "Custify Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Custify the right Customer Success solution for you? Explore 135 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/190125/Custify/reviews/" page_type: "reviews" language: "en" --- Custify 4.9 (135) 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 September 16th, 2026 # Reviews of Custify Ease of use 4.8 Customer Service 5.0 ## Pros and Cons in Reviews VS Victoria S Customer Success AgentInformation Technology and Services, 51 - 200 employeesUsed the software for: 1-2 years. “With Custify, we now have all our customer data centralized in one place, presented in a much more visual way than before.“ July 31, 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 VC Veronica C Project ManagerPharmaceuticals, 51 - 200 employeesUsed the software for: 6-12 months. “The dashboards are intuitive, easy to customize, and make it simple to report on NPS, health scores, and account status to leadership.“ July 28, 2026 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 Juan Manuel M Responsable de InfraestructuraHealth, Wellness and Fitness, 51 - 200 employeesUsed the software for: 1-2 years. “The interface is clean and the team was productive in 4 weeks without long training.“ August 10, 2026 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 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 MN Manuel N Customer Success Team LeadComputer Software, 11 - 50 employeesUsed the software for: Less than 6 months. “A somehow slow start to figure out how to get existing data / process into Custify.“ March 8, 2024 ## Showing most helpful reviews Showing 1-25 of 135 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Juan Manuel M. Responsable de Infraestructura Health, Wellness and Fitness Used the software for: 1-2 years ### "Clean, quick to deploy, good value for a mid-sized CS team" August 10, 2026 5.0 Good fit for a mid-sized CS team that has outgrown spreadsheets but doesn't need the cost or complexity of an enterprise suite. Deployment was quick and support has been responsive throughout. Pros Health scoring gives us one view of every account, which replaced our spreadsheet tracking. Playbooks assign onboarding and renewal tasks automatically, so the process is consistent across CSMs. The interface is clean and the team was productive in 4 weeks without long training. Cons Custom reporting is limited outside the standard dashboards, and the documentation is thin on advanced segmentation — a few configurations needed support instead of being self-service. Review Source VC Veronica C. Project Manager Pharmaceuticals Used the software for: 6-12 months ### "Great platform" July 28, 2026 5.0 Custify has become a core part of our Customer Success operation. It gives us visibility we didn't have before, helps us act proactively instead of reactively, and has directly contributed to improving retention. The initial setup takes some effort, but the payoff in day-to-day efficiency and account insight has been well worth it. We'd recommend it to any CS team looking to scale without losing the personal touch with customers. Pros Custify gives our CS team a single, clear view of account health, combining usage data, engagement, and risk signals in one place. The automated playbooks save us hours every week by triggering timely outreach before issues turn into churn. The dashboards are intuitive, easy to customize, and make it simple to report on NPS, health scores, and account status to leadership. Onboarding was smooth and their support team was responsive whenever we had questions. Cons There's a bit of a learning curve when first setting up custom fields and segments, especially if you're migrating a lot of historical data. Some of the more advanced reporting features took time to fully explore. It would be great to see even more out-of-the-box integrations in future releases. 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 SM Sebastian M. CTO Pharmaceuticals Used the software for: 2+ years ### "A key tool for managing customer health" August 7, 2026 5.0 Overall, our experience has been very positive. Custify has become a central tool for our Customer Success team, helping us prioritize accounts, catch risks early, and improve communication with customers. Custify's support team was responsive whenever we had questions or ran into technical issues. Pros Custify gave us complete visibility into our accounts' health in one place. The health scores and automated alerts let us get ahead of churn risks before they become real problems. The interface is intuitive, so our team got up to speed quickly without much training. I also love how easy it is to build playbooks and automate follow-up tasks, which saves us a ton of operational time. Cons The initial learning curve for setting up custom segments and attributes was a bit longer than expected, and a few integrations needed technical support to get working the way we wanted. It would be great to see more customization options in the out-of-the-box reports. Review Source FV Franco V. Helpdesk Information Technology and Services Used the software for: 1-2 years ### "Great tool to avoid problems in the day to day" August 10, 2026 5.0 We were asked to use it and before we noticed it had really made a impact in how we tackled work and cases. Pros It has helped us avoid problems with clients thanks to the data we could gather beforehand using Custify. Cons Nothing really remarkable difficulty-wise. Perhaps the learning curve at first but it's really intuitive after a couple of uses. Review Source AS Alejandro S. Customer Success Specialist Information Services Used the software for: 1-2 years ### ""Easy, Intuitive Dashboard with Configurable Alerts and Customer Metrics"" August 11, 2026 5.0 Overall, a positive experience. It helps anticipate potential customer conflicts before they occur.. Pros Easy to use and intuitive. Facilitates customer metrics and sends configurable alerts. Cons Setting up database connections is complex. However, once connected, the information is displayed correctly. Review Source VS Victoria S. Customer Success Agent Information Technology and Services Used the software for: 1-2 years ### "Custify's Review" July 31, 2026 5.0 Pros Before implementing Custify, our customer information was scattered across Excel spreadsheets and internal platforms, which made it hard to get a unified view. With Custify, we now have all our customer data centralized in one place, presented in a much more visual way than before. This makes it easier for our team to track accounts and gives us better visibility into the status of each one. Cons I haven't found any negative points about the tool so far. We've been using it for a relatively short time, and everything has worked smoothly for our team without major issues. Review Source BR Brian R. Technology Helpdesk Leader Computer Software Used the software for: 6-12 months ### "Excellent tool for customer management and their corporate health" August 10, 2026 5.0 It greatly improved customer management, understanding their issues, and the overall health of each one regarding the system Pros Ease of use, the large amount of information in one place, and customer account information management. It is very easy to find patterns and anticipate events. Cons Better performance on filters. More and simpler integrations with other systems like MySQL. More surveys options. Review Source MG Melissa G. Product Owner Information Technology and Services Used the software for: 1-2 years ### "Tool to improve your customer satisfaction" July 30, 2026 5.0 Very good, provide insight and metrics. Since we implemented the platform, our visibility and follow up into customer behavior has improved dramatically. Pros To know what customers think about my product and services, and help them to feel satisfied and reduce churn rate. Cons It isn't easy to set up at first, but it becomes a great tool for obtaining relevant information that helps you improve. Review Source JMC Juan Martin C. Consultant Hospital & Health Care Used the software for: 1-2 years ### " Improving the customer satisfaction" August 11, 2026 4.0 Extraordinarily CS team that actually partnered up with us and helped grow the business. Also, we’ve integrated via API so we're sending events and attributes which allowed us to automate everything. Pros Great health scores and playbooks to save time. CSMs can set tasks and alerts based on health scores, and they no longer waste time looking for reports. Cons Sometimes we have issues with delayed email sends. Nothing so far. We'll review this with with every new use case. 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 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 IE Isaac E. Customer Relationship Manager Program Development Used the software for: Less than 6 months ### "Best Customer Support and software ever" March 15, 2024 5.0 Overall, we are totally happy with the team, the software and our future with the software. Pros One of the things that impressed me the most about Custify was the entire team behind this company. Custify offers similar features that are available out there in the market, but the way the customer success team and sales have been with our team is exceptional. They have worked with us to implement a solution that has been a bit of a pain for us due to so many systems that we are managing in-house (Hubspot, Zapier, AWS, etc.) Custify allows us to track trends and behaviors that we only suspected due to limited view caused by several platforms we used to manage our customers. Custify has allowed us to see our impact in real-time and empowered us to make better data-driven decisions. Cons There are still areas of opportunity that I see the team building on, which makes me so hopeful for the future. Areas of opportunity, such as not being able to set up lifecycles at people level are one of these areas but every time we have faced something that is unique to how we operate and not something that particularly can be done out of the box with custify, the customer success team over in Custify has been phenomenal in helping us navigate a solution that can help us achieve our end goal. Alternatives considered [Appcues](https://www.capterra.com/p/139216/Appcues/)[ChurnZero](https://www.capterra.com/p/157980/ChurnZero/)[Planhat](https://www.capterra.com/p/149430/Planhat/)[Gainsight CS](https://www.capterra.com/p/148980/Gainsight/) Review Source Răzvan V. co-founder and developer Information Technology and Services Used the software for: 6-12 months ### "very useful tool" October 4, 2019 5.0 Our product adoption, upsells and cross-sells have increased once we implemented the workflows, and we're starting to see a reduction in churn as well. Great software - highly recommend it. Pros The flexible workflows you can customize by customer segment and the automation. Also the fact you see multiple health scores, not to mention health trends, on one screen. The task manager that helps you manage your team and keep them focused on the goal. Cons No real cons, except an internal one, and that is that we didn't plan enough time to study all the features right from the start. The software is very easy to use, but it's more powerful than it might seem at first. Schedule time with your team to play with it before you get started and make use of their free onboarding support. Alternatives considered [ChurnZero](https://www.capterra.com/p/157980/ChurnZero/) Switched from [Drift](https://www.capterra.com/p/227417/Drift/) Better onboarding and overall experience Review Source Heidi A. Customer Success Manager Information Technology and Services Used the software for: 6-12 months ### "Recommend to any organization looking to automate processes & gain customer insights. " June 16, 2023 5.0 Pros Custify has put so much time back into my day. Before Custify, identifying growth and revenue was a manual process. Health scores have been a game-changer, and I love that we can drill into our customer activity to view their daily usage. I also use the tagging feature to identify and categorize my portfolio of customers. Cons It’d be nice to pull more data into reporting. I would also like to see more editing features added to email templates. It’s a bit limited. Review Source Prashish M. Assistant Manager Computer Software Used the software for: 6-12 months ### "A one-stop shop for customer information" August 16, 2022 5.0 Highly recommended. Using Custify brought us all the information we need to better understand our customers: their health scores, customer communication history, features they use, problems they report, what they’re searching for. The answers we provide are tailored to their needs. Pros Rather than being blindsided, I am now able to anticipate when a customer is frustrated that he reported a bug two weeks ago and has not yet heard back from us. Having the client’s communication history, I can easily transfer the chat to another colleague, who can fill in the gaps immediately. Cons Nothing to add here. After implementing the solution, I began using it as one of my most frequently used tools. Review Source Mihai S. Co-Founder Marketing and Advertising Used the software for: 1-2 years ### "There is no better software on the market" May 5, 2021 5.0 Our business has been doing so much better since we implemented Custify. Clients are satisfied with how fast we respond to any problem that shows up and we have been able to upsell much more than in the past. Since we are not wasting anymore time to identify problems, we have more time for our clients and that can be seen in the churn numbers. Pros Our churn has dropped by a lot thanks to Custify. Our entire team has access to the same data, at the same time so it feels like we are together even though in reality we haven’t been in the same room in months. We get alerts based on the health scores we set for our clients so we know exactly when one of them is at a risk of churn, thus we are able to react much faster and keep the client happy by creating a new package. Cons None, really. This is by far the best software on the market. Review Source Gabriela A. Product Marketer Information Technology and Services Used the software for: 6-12 months ### "Upselling twice as much since we installed Custify" January 21, 2021 5.0 I use Custify daily for reporting and targeting clients. It’s an amazing tool to have. With the customer 360 view, I have all the info in one place, whereas before I had to go through multiple apps to get the same result. Pros Setting my segments based on any metric or health score and setting up a custom playbook targeted to a specific type of client makes my work so much easier. When a trial is close to ending or when a client has reached a limit in their plan, I get an alert and can use the setup in Custify to reach out with a specific offer to upgrade or upsell. Cons When you first do the setup you need help from the Custify team, but afterward, everything gets pretty easy. No major problems so far. Alternatives considered [ChurnZero](https://www.capterra.com/p/157980/ChurnZero/)[Gainsight CS](https://www.capterra.com/p/148980/Gainsight/) Reason for choosing Custify Ease of use. Friendly dashboard. Review Source SV Shaneel V. Customer Success Manager Information Technology and Services Used the software for: 1-2 years ### "Great tool for any organisation" May 18, 2023 5.0 We use Custify everyday and its a great tool to have as it alerts us and provides an excellent experience for customers. Pros We can create flows to engage with customers and be proactive in our communication. Cons 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. Review Source Stefan-Tudor M. Product Manager Computer Software Used the software for: 6-12 months ### "An effective CS tool for any growing SaaS" November 19, 2020 5.0 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. Pros 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. Cons Some complexity around certain features like adding health scores. Also no easy way of tracking team performance by team member. Review Source Mihaela B. Customer Support Computer Software Used the software for: 6-12 months ### "Very good CS tool that’s also easy to use" September 2, 2020 5.0 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. Pros 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. Cons 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. 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 JB Justine B. Head of Sales and CS Computer Software Used the software for: 6-12 months ### "Custify is a game changer!" July 12, 2024 5.0 Pros Custify is very easy to use and has helped drastically with onboarding new customers and retaining existing customers. Cons The way our subscriptions are setup causes some issues with health scores if there are multiple subscriptions for the same customer. Review Source VR Verified Reviewer COO Gambling & Casinos Used the software for: 1-2 years ### "Custify solves our team sync issues" November 22, 2020 5.0 Great experience with their support and onboarding staff. The documentation and attention to detail is top notch. It saves so much time across our staff. We see trends and much better reports than in the past. Pros Our teams needed a way to get access to the same client info from multiple tools. We used to have sheets and tool reports. Finding the client history would sometimes take a long time. With Custify we have everything in the customer 360 view from most of our tools. The team can also segment and set alerts based on certain KPIs derived from these integrations. Cons Some bugs show up once in a while with reports or health scores. Nothing major but annoying if you need something in the actual moment. Alternatives considered [Totango](https://www.capterra.com/p/222281/Totango/) 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.