# Page 2 | Custify Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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 # Page 2 - Reviews of Custify ## Showing most helpful reviews Showing 26-50 of 122 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use PD Prakash D. Event Success Manager Computer Software Used the software for: 6-12 months ### "Product that actually makes your work life easier" December 19, 2024 5.0 Loving using it. No complains with it so far. Pros The ease of use and Access to all information under one roof is a big boon Cons There's nothing to dislike. Looking forward to more updates and enhancements Review Source MB Marcin B. Customer Success Manager Information Services Used the software for: 1-2 years ### "Still good, still doing it's job" March 19, 2026 4.0 Pros Clear and transparent dashboard. After getting used to it feels lightweight (in a good sense) and does not overwhelm user with the amount of modules thrown at you. Cons Having to log-in to Custify often. I think I have to do it every week when I start the work. It requires additional authentication. More customization of email notifications would be useful. Review Source CC Chris C. GM Computer Software Used the software for: 1-2 years ### "Custify Review" July 12, 2024 4.0 Great team, mostly available when needed. Support is via Slack which can be good or bad. Ideally there would be a way to convert a Slack request to a ticket so it did not get lost (on either end). Pros Ability to consolidate events from all users at parent company level and then build dashboards such as DAU, MAU, Utilization, and more. We even collect events for certain operations that have failed and are able to add companies to a segment that our support team then works through to resolve the issues. In some cases we reach out to the customer before they even knew they had a problem. Cons Metrics and dashboards are not updated in real time, they are updated on schedules. If I'm building a dashboard and hit 'save' it sometimes takes 10 minutes or more for it to populate. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) We used SherlockScore (acquired by FreshDesk) and the service was good. We had a difficult time getting metrics per product. They may have added new features so definitely check them out as part of your due diligence. Review Source JK Jace K. Senior Customer Success Manager Computer Software Used the software for: 1-2 years ### "Very good CS tool for everyday client management" July 26, 2024 4.0 Pros 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. The dashboard itself is really visual, which I appreciate. I think the support you get is very good though, every issue we raise is dealt with, or responded to in very good time. Cons The emails can be hit and miss. I sometimes just use my Gmail because there have been inconsistent delays. Review Source AS Anna S. Customer Success Manager Information Technology and Services Used the software for: 6-12 months ### "Easy to use and support is great!" July 26, 2024 5.0 Really good! Because the support is great if there's any issues that come up we geta response super quick Pros The support has been fantastic and \[sensitive content hidden\] and the tech support are always quick to respond. It's an easy to use platform as well. Cons None that comes to mind at the moment, everythings good! 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 TS Tom S. csm Information Technology and Services Used the software for: 6-12 months ### "end-user opinion" July 12, 2024 5.0 Pros enjoying the design, ease of use for my daily needs. rich with features that matter at my work Cons some of the offered features needs to be developed further. sometimes laggy when saving notes or tasks Review Source GG G G. CSM Computer Software Used the software for: 6-12 months ### "Custify, a company for CSMs by CSMs" May 17, 2024 5.0 Pros My team and I use Custify for our growing team to manage customers, engage with them more intentionally, and to keep track of tasks and playbooks. Custify has been an invaluable tool in our team's growth, and has allowed us to be consistent and efficient in our department practices. In my experience, you start using features that you can with this product for launch and over time you continue to adopt more features as you grow your own admin awareness. Each step along the way has been valuable thus far. Custify has been very helpful as far as their own Customer Success team goes. They use multiple channels to ensure consistent communication, and offer many learning opportunities like regular webinars. Finally, Custify is always making improvements to their product and letting their customer-base know about these changes. I enjoy these functionality updates, and oftentimes they're exactly updates that I had in mind as a daily user of their site. Custify prioritizes their customer experience and it's felt by me! Cons It would be great if there was an easier way to share knowledge about Custify with teammates. As an admin, I sometimes feel my site knowledge is siloed in me and I need to document processes outside of Custify to make them repeatable for other teammates. This can make it more difficult for team members to adopt the product or use it to its full functionality. It may be valuable to build that documentation/knowledge sharing capability into the product itself. Review Source RO Ryan O. VP, Client Services E-Learning Used the software for: Less than 6 months ### "Custify has been a gamechanger for us" May 16, 2024 5.0 Custify has been a gamechanger for us. We're on track to reduce churn by 45% in our first year and Custify has played a major part in this. The team are brilliant, we're well supported and Custify has been a huge success for us. Pros We implemented Custify moving from our old system of managing customer data in Hubspot and spreadsheets. Custify has a great integration with Hubspot, and other tools we use including G-Suite, Pendo and our helpdesk solution. It's got a great UI, which has helped CSM adoption and is very configurable and powerful. It's automation, AI, task management and lifecycle features are all really good. Cons The way Custify handles recurring and non-recurring revenue is improving all the time. It's OK today, and I'm looking forward to more improvements that will take this to the top tier. Since we implemented there have already been a number of enhancements delivered which is very positive. Alternatives considered [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/) Reason for choosing Custify Custify delivered the best bang-for-buck, and we ultimately chose Custify based on price. Review Source NR Nicole R. Chief Customer Officer Computer Software Used the software for: 1-2 years ### "A great tool with surprising depth and prolific product development" March 19, 2024 4.0 Overall, I'm pleased. I get really important insights from custify which I have come to rely on. I believe in their product development efforts as a company - they are so prolific and the scope of features they are releasing regularly really blows me away. I will be sticking around to work through getting my team more fully adopted and working through the other kinks. Pros I really do love Custify. It's a tool with great depth of functionality and it's fairly consistent across it's platform. I really enjoy the level of configuration you have in the tool and more so, the ease of filtering, tagging, segmenting, developing health scores,integration etc. I have very limited access to our tech team and so they did only the minimal integration between our product and custify. \[When I consider some of our issues with adoption, it's likely due to how the integration was architected and tradeoffs we made.\]. Given that, I set up everything else. I really rely on the insights that I can get about customers' use of our system and the alerting it does for us regarding when usage dips or increases. Playbooks are really helpful and user friendly. Cons The UI - it's hard to make sense of everything. I don't enjoy how the UI is organized on the company 360 with each type of record ordered by group. I would prefer to be able to switch to see a time-based view. Additionally, as we add to the metrics we watch for customers, it will need some revisiting bc the right hand column gets very long. 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. Lastly, we have uncovered some issues that have made the finance reports unusable for us. Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) I needed a more accurate picture of customer health. Additionally, I wanted to be able to scale my CSM team (the latter hasn't panned out so much). Review Source Jonas S. Co-Founder Computer Software Used the software for: 1-2 years ### "Love it! Quality improvements needed. " October 17, 2023 4.0 We are very happy overall! Pros Custify is extremely fit for purpose and seemingly the only "lightweight" CS tool out there. It has everything you need for your daily business as a CS-Manager and does things well overall. - It's pretty easy to implement- It's very easy to use- It has alle necessary features; especially health scoring is a charm Cons You notice how young the company is by counting minor bugs. Nothing severe. But plentiful enough to be annoying from time to time. Reason for choosing Custify Based in Europe, which is important from a data protection point of view. Has all capabilities we sought, whilst being lightweight, and easy to implement. Review Source ES Edona S. Head of Client Services Computer Software Used the software for: 1-2 years ### "Head of Client Services " May 22, 2023 5.0 Pros \-Playbooks ( I absolutely love the flexibility to automate outreach, create reminders and create notes and tasks for the team via playbooks. It is a critical feature if you work with small and midsize companies. Managing the clients has never been easier for us. Custify played a big plan in our overview Success strategy - Healthscoors- It's been a game changer for us to be able and monitor our client's journey and more so, to be able to create our healthcare matrixes - The support team is fantastic- They were always happy to jump on meetings and help us with the setup Cons \- The only thing I would point out is improving the native integrations. We use several other tools, and we are limited on being able to send data from Custify to our CRM, so we can centralize the data for all teams Alternatives considered [ChurnZero](https://www.capterra.com/p/157980/ChurnZero/)[Totango](https://www.capterra.com/p/222281/Totango/) Reason for choosing Custify \- Custify fits the best to our business model.- The team was friendly and professional, and we loved working with people with the same values.-Innovative and flexible to customize Custify so it could meet our needs 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 VR Verified Reviewer Head of SMBU Computer Software Used the software for: 6-12 months ### "Understanding our clients and leveraging that data is Custify’s main value" September 30, 2021 5.0 I would say that Custify is like a magic 8 ball; it somehow always has the right answer and our clients get better service in the end. The segmentation feature is great and the results are accurate. My reporting on our clients’ feature usage has never been more accurate. Custify saves time and lowers churn once you learn how to use it correctly. Pros When I use the customer 360 view, I can see how clients use our software to solve their issues. Custify also allows me to see the clients’ engagement with our product and use those insights through custom playbooks or segmented reports. Cons There isn’t really anything I don’t like so far. Maybe the mobile view has some weird bugs. Alternatives considered [Vitally](https://www.capterra.com/p/179837/Vitally/)[ChurnZero](https://www.capterra.com/p/157980/ChurnZero/)[Gainsight CS](https://www.capterra.com/p/148980/Gainsight/)[Totango](https://www.capterra.com/p/222281/Totango/) Reason for choosing Custify Value for money and an extraordinarily CS team that actually partnered up with us and helped grow the business Review Source DO Dwi O. Customer Success Manager Financial Services Used the software for: 2+ years ### "A great software to manage customer relationship and help automate key workflows " May 1, 2023 5.0 Custify has been such an excellent tool for a number of departments within our business. It's provided us with key insights into our customers and allowed us to automate a number of tasks based on essential milestones for customers. Pros Custify has been an excellent tool for helping manage customers in various stages of their lifecycles. It's also been beneficial in allowing us to setup key workflows to automate check-ins and key touch-points. The customer service is excellent. We've been dealing with \[sensitive content hidden\], and she's very responsive and detailed in her replies. It's great to know we have someone on the other side who understands our business and provides helpful solutions. Cons There's been a couple of bugs, however, they were addressed and fixed relatively soon after. Review Source Tudor L. Mobile Developer Accounting Used the software for: 6-12 months ### "Create for CS, works wonders for Sales" August 16, 2021 5.0 Our department’s experience as well as mine, with Custify, has been more than great. It’s amazing how one software can be used by so many departments, even though it was created with just one department in mind. We are able to get more clients to convert and then turn them into loyal customers. Using Custify saves our team time and I get to touch base with more clients in one day. Interactions with them are on point thanks to the 360 view. The CSMs know exactly what to offer them to keep them happy and loyal. Pros The fact that Custify works for sales too is an added bonus for any business. We have converted more clients from Trial to Paid than we were able to in the past. We get access to the clients’ history with our products, the way that they use our features and any problems that they might have had in the past. Based on all of this info, we create custom packages for them and they are happy that they pay for features that they actually use. Cons I can’t find a single bad thing to say about Custify. Review Source Bogdan Petre M. Content Marketer Marketing and Advertising Used the software for: 6-12 months ### "We underestimated how much value it would bring to our marketing and CS efforts" January 25, 2021 5.0 You don’t know how useful it is until you actually have it. It saves time and you can get more tasks done in a day. Our trial to paid ration has improved, due to the fact that we can react faster than ever before during the onboarding process. Pros Having all the information about a client in one place, in a customer 360 view, is a time-saver. Custify gives us the possibility to make segments, monitor what lifecycle step every client is in, and get alerts when a user is stuck in the onboarding process. I can either set the system to target them with customized messages or I can do it myself. Being able to step in quickly is one of those things that makes work easy. Not long after our business became a Custify customer, I could see the improvements in my reports and I would never go back to the way we used to do things. Cons The ability to customize emails is somewhat limited and for some reports, we had to ask for their help, but the overall experience tops any con. Alternatives considered [ChurnZero](https://www.capterra.com/p/157980/ChurnZero/)[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 VR Verified Reviewer Asst. Manager Information Technology and Services Used the software for: 6-12 months ### "The sidekick we use to keep churn low and reports easy" May 31, 2021 5.0 I don’t think there is a better tool for CS teams out there. Although it wasn’t meant for Support, it fits like a glove and worked wonders for me. I can get my reports done a lot faster than in the past when all of the information was segmented and I had to wait for every piece. Now I get everything in one place. I know which customer to contact, what their problem is, I have their conversation history and I know when they need an upselling and what features they use more. Pros I don’t have to work with segmented data from different departments any more. Every piece of information I need on a client ( payment history, chat history, usage of product) is in one place. I can see the clients with poor health scores and do something about it within minutes. I use the company 360 view to the fullest because it saves me a lot of time and has helped me increase the quality of my work. Cons It took me a while to get used to the software but the Custify team helped me every step of the way. In the beginning there were also quite a few annoying bugs and software froze but in the last few months everything has been really smooth. Reason for choosing Custify Better overall value Review Source VR Verified Reviewer Strategic Partnership Manager Computer Software Used the software for: 6-12 months ### "Custify is a great product, and it's easy to implement." November 11, 2020 5.0 Custify is helping us proactively fight churn by identifying users who are not active on our platform. It really powers up our CSM's by automating some of the manual, repetitive processes such as scheduling meetings for low adopters. Pros Custify allows us to automatically target out-reach to our customer base based on actions (or inactions) taken by the users on our platform. This allows us to identify the people who are using our product but could be getting more out of it. The fact that Custify connects to Zapier is a huge up-side for us, it allows us to really have some fun with the automatic out-reach that we trigger based on metrics that we use Custify to identify. On top of that, \[SENSITIVE CONTENT HIDDEN\] made onboarding very easy. It took us a little longer than expected to get set up, but those gentlemen helped us keep things moving forward offering guidance when it was needed. Cons I really don't have any dislikes about Custify. The only thing that would even further improve my review would be some additional 'in-Custify' analytics/ data tracking. Custify has a great team and when I have questions I feel totally comfortable hitting their guys up when we need help or run into any issue. 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 VR Verified Reviewer Manager Transportation/Trucking/Railroad Used the software for: 6-12 months ### "UX and thorough CS features are what convinced us to use Custify" August 15, 2021 5.0 Has had a clear benefit on our work since we moved to work-from-home. It’s a very intuitive software. It allows us to automate simple tasks and easily segment users. Each department can track what it needs through custom health scores. We really appreciated the fact that every team member got a great onboarding tutorial from the Custify team. Pros If you pay attention to the training from Philipp and his team, Custify will be an easy integration and will quickly show its benefits. The 360 customer view allows every department to keep in sync. Sales can transition to CS and support easily and the client history is easily visible. It’s just such a benefit for cross-dept work. Cons No complaints so far, and we’ve been using it for a while now. 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 VR Verified Reviewer Project Manager Automotive Used the software for: 6-12 months ### "I don't think there is a better software for customer succes." August 15, 2021 5.0 Our whole team works much better together since we started using Custify- the churn has dropped to its lowest point ever and the upsell rate is climbing. Numbers don’t lie: this is the best customer success software on the market. Pros I can view all of them or segment health scores at once. I can set alerts based on specific scores for certain segments and I know exactly if there is an issue. The 360 customer view allows me to have an overview of how a client is using our app and I can even track NPS for each individual feature. If you configure it right, you can see what a client wants, what he’s doing and where his usage is going in one glance. Cons There’s a new design and this has some small visual bugs occasionally. Nothing major. Review Source Matthew R. Sr. Director Customer Success & Support Information Technology and Services Used the software for: 6-12 months ### "Effective, easy to use and powerful Customer Success solution" October 4, 2021 5.0 It has been a great experience, from the beginning of the sales cycle. The Custify team has been engaged, available and always ready to help. They made our deployment easy and ensured we successfully adopted the solution. Both the solution and the team are worth recommending Pros Custify helped us gain a 360 degrees view of our customers by consolidating CRM, Customer Support, Revenue and Product data. It is easy to deploy, easy to use and provides a broad set of capabilities to manage customer segments, lifecycles, health scores as well as comprehensive dashboarding. Custify Customer Success team has been fully committed to ensure we successfully adopt their product. Cons Initially, there wasn't too much product documentation, but now, there is a comprehensive Help Center including a knowledge base, best practices and FAQ's Review Source Talk to a Capterra advisor for free and get results within 15 minutes.