# Page 3 | Custify Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - 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 3 - Reviews of Custify ## Showing most helpful reviews Showing 51-75 of 122 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 Theodora S. Content writer Marketing and Advertising Used the software for: 6-12 months ### "Not a marketing tool but we do get a lot of insights out of it" February 3, 2022 5.0 In the last 6 months, we have experienced a lot of growth, and because of Custify we could manage a larger number of customers with a small team without jeopardizing the customer experience. It helped us streamline our internal processes between CS and Marketing/Sales efforts. Pros \- Customer data in one place - Manage and automate tasks properly. - Measuring general and in-depth account manager performance. - Manage a large number clients with a small team Cons I wish there were more helpful product documentation materials so that whenever we have a question to first go and check the docs rather than talk to our CSM. Nevertheless, our CSM, Irina, is there for us everytime we need her and her response time is super fast. It is nice to know that whenever you have a problem, somebody will treat it with a high priority and try to solve it fast. 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 Daniel D. CEO Real Estate Used the software for: 6-12 months ### "Helpful staff and excellent onboarding " October 5, 2020 5.0 So far it’s been great. We love the software and their support staff. Our team no longer wastes time checking multiple tools and we quickly see if any customer is at risk of churn. We recommend Custify to anyone looking for a CS solution that can do more. Pros We have multiple pricing plans and each customer’s value differs by number of users and features needed. So a software to track and assign custom health scores across each customer was essential. Custify helps us solve this. Plus we get all customer info in one place from across all tools. This saves everyone time especially in calls with that client. Implementation was also easy with their help. Cons No one report or dashboard to see all stats in one place Alternatives considered [ChurnZero](https://www.capterra.com/p/157980/ChurnZero/) Reason for choosing Custify Better customer experience 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 Oliver A. Founder & CEO Computer Software Used the software for: 6-12 months ### "Loving it so far" September 5, 2019 5.0 We’ve increased our customer satisfaction, resulting in higher revenues for us, the tool pays itself in the first day of the month - highly recommend. Pros Various health scores in a 360 view of our customers, very flexible automation engine, actionable tasks and super easy to use UI. Also worth mentioning the great onboarding and follow-up support. Cons Nothing so far. We'll review this with with every new use case. Alternatives considered [ChurnZero](https://www.capterra.com/p/157980/ChurnZero/)[Planhat](https://www.capterra.com/p/149430/Planhat/) Reason for choosing Custify Other systems are more complex to use and our CSMs would need to work manually quite a bit. We've been looking for a system that allows our CSMs to spend their time with our clients instead of doing copy & paste. As a result, we’ve integrated Custify via API so we're sending events and attributes which allowed us to automate everything. Review Source VR Verified Reviewer Key Account Manager Telecommunications Used the software for: 6-12 months ### "Proactive work reduces churn" March 9, 2020 5.0 I get far better responses now when I talk with my customers. It really helps if you see that your customer is struggel;ing and you contact them. They get this feeling of us knowing their needs. In cases where they had to call us it was just starting off on the wrong foot. Now we have satisfied customers and they say they can depend on us and our service. Pros Custify helps us make sure that our clients are actually successful. We can identify when they get stuck on something and help them to solve their issues proactively. We have many times the situation where the customer does not reach out for help until the issue is really big. Many times not even then. They just decide to stop being our customer. Custify and the proactiveness it enables saved us quite a bit of churn. Cons I don't know if it's weird, but I actually don't have any complaints. This product makes me happier at my job. I was worried in the beginning that I would be overwhelmed by the functionalities but the user friendly UI and the onboarding services just works. 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 EA Ezgi A. Customer Success Manager Information Technology and Services Used the software for: 1-2 years ### "Affordable and easy-to-use CS tool" March 14, 2024 5.0 Overall, I liked the team that I was working with. The CSM was quite attentive. Besides that, it’s a good tool to track general usage and customer insights. It saved me a lot of time in finding customer information. Pros I liked the company 360 view a lot and use it often. It saved me a lot of time finding the right information and data while communicating with customers. Cons In my opinion, Segment integration could be a bit better. Review Source VR Verified Reviewer Web Dev Computer Software Used the software for: 6-12 months ### "The best software we found for the needs of customer success and support teams" May 31, 2021 5.0 The goal was to optimize their work and scale the team using the Custify features. It really simplifies the work of devs and sales also since they no longer need to export reports or sync with support on various client specific issues. Churn is much lower now and everyone can focus on their work. Pros The teams can set custom health scores and track them as needed. They can now anticipate our client’s needs. CSMs can set tasks and alerts based on health scores, and they no longer waste time looking for reports. Cons I don't think there is one. This is such a great fit for me Alternatives considered [ChurnZero](https://www.capterra.com/p/157980/ChurnZero/)[Totango](https://www.capterra.com/p/222281/Totango/) Reason for choosing Custify Much better and detailed onboarding documentation. 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 SK Shawn K. Churn Reduction Manager Marketing and Advertising Used the software for: 6-12 months ### "Great product with a great team!" August 5, 2020 5.0 First of all big cudos to support and ease of implementation. Custify may seem complicated at first, beside the modern simplistic design, but it really is not. Philipp and the team were here for us every step of implementation and are still here well over a year into using the product. We need something, they are there! More often than not, they develop features we are just about to ask for, and we get a nice update message on our dedicated Slack channel. Pros Integration was done over one month, as promised during the first call when we were exploring the product. After the implementation, came fine tuning, we had a million questions, and they answered every single one in a timely manner and to our satisfaction. Features you want to use strictly depend on your own product, if you want to see custom stats about any feature of your product, Custify can help. I personally love the Life Cycles we created and Playbooks! Cons We would love to see (and Custify is working on this already) per agent reporting. Reason for choosing Custify Custify had the most comprehensive system for what we need. Also, their onboarding process had a great effect on our chouce. We were given a mock account to "play" with before purchasing, we came up with a lot of questions, even some features we asked for were developed. Review Source Radu D. CTO Computer Software Used the software for: 6-12 months ### "Quality CS tool every saas should implement" October 29, 2020 5.0 So far it’s been a real help. Our CS team has their health scores set up with alerts so they basically get an early warning system of when they need to step in. Onboarding has improved significatively as well as calls / CSM / day. Since they don’t waste time in multiple reports through various tools, they can call about 20% more. Bottom line, it’s been a real benefit for us Pros User segmentation and automated outreach. These were the features that sold us on Custify. KPI tracking per user plan and automated outreach based on this criteria is what we needed and Custify delivered. Their support team helped us get started and explained everything. Cons No major issues. I don’t think the UI is the best and the setup process can take long. In our case we had multiple integrations so that slowed things Review Source Iancu T. CEO Computer Software Used the software for: 6-12 months ### "Powerful customer success tool for a growing saas" November 16, 2020 5.0 Awesome value overall. We’ve had great results in onboarding improvement and in customer retention. It’s basically doubled productivity across our CS team and the results really show. Custify staff is also very nice and always answers quickly. I really recommend them to any saas that wants to scale. Pros The features we use daily are the health scores connected with tasks and alerts. This gives our CS and sales teams a daily roadmap of activities. Coupled with the 360 customer view, all they need to do is call the client. They don’t dig in other tools and don’t bother other team members. Cons Navigation through the UI can be a pain in certain sections. Also setting health scores is not as intuitive as we expected - we always end up asking for their support staff to assist. Review Source Alexandra C. Content Artisan Marketing and Advertising Used the software for: 6-12 months ### "More than customer success, it’s a true customer insights tool for us" January 28, 2021 5.0 Pros The software lets me know, based on the KPIs and health scores I set, when a client needs to upgrade or when he needs another package that we upsell. The customer 360 view allows me to have a complete look at a client and know exactly how to help them. Cons Takes a little bit to learn how to use complex features like lifecycle or health scores but once you do, it’s a smooth process. Reason for choosing Custify Overall experience with Custify: It’s one of those products that you just end up hoping nobody else has, because it’s that good and it gives you an advantage over the competition. The automated process does all those boring repetitive tasks for you and it’s great. Review Source VR Verified Reviewer Head of Customer Success Information Technology and Services Used the software for: 6-12 months ### "Great CS solution for any mid size SaaS" May 27, 2021 5.0 I would say that this software is the best product that I have worked with in a SaaS. It’s like having a magic wand when dealing with clients: I know exactly what their problem is, I can see their payment history, chat history, past problems and how they interact with our product. It helps me do my job much faster and our clients are satisfied with us. Pros Task setting and alerts are a great way to get things done much faster and to save time. We integrated a lot of our stack and now the customer 360 view is like a hub where you can find every information on any client, without going through a multitude of programs. Cons It would be great to not need the Custify team for some complex reports we need to export. But they are working on a new feature for this. Review Source James D. Process Manager Information Technology and Services Used the software for: 1-2 years ### "Software that changed the game for us thanks to its automation features" March 1, 2021 5.0 We don’t have a big team so any task that can be automated is time saved and invested in attention to the client. Custify offered us what no other software did: a team that helps us with a smile on their face, a customer 360 view that allows us to find every information in no time and a great product overall. Pros Being able to use an automated process to know when a user is at the end of his trial or when to upsell or upgrade is a big plus. Finding urgent alerts and tasks early in the morning automatically assigned and not having to look for the information manually in different apps is another big plus. Cons It may seem expensive at first but in the end, it will save you a lot of money, especially if you implement it correctly. Alternatives considered [ChurnZero](https://www.capterra.com/p/157980/ChurnZero/)[Totango](https://www.capterra.com/p/222281/Totango/) 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 VR Verified Reviewer Manager Information Technology and Services Used the software for: 6-12 months ### "Helps us coordinate in order to improve sales" May 27, 2021 5.0 My overall experience with Custify is great. It saves me time, helps me know exactly what it is that my clients need and when I contact them I am not going through hundreds of tabs or notes, because everything I need to know is in the 360 view. Saves me time and my work gives me more satisfaction than it ever did in the past. Pros The customer 360 view changed my relationship with my clients. They trust me more and the upsell process is much easier now. The onboarding is going well to as I can see where they get stuck and I can help prospective clients become actual clients that trust me and are not annoyed by me contacting them with a new presentation. Cons There’s a new design and this has some small visual bugs. Nothing major. Review Source Ovidiu V. Co-Founder Computer & Network Security Used the software for: 6-12 months ### "Easy integration, great value" February 6, 2020 5.0 These guys know what they're doing. They're complete professionals. Will save both your developers and your CS team a lot of time. Pros Just finished the concierge onboarding. These guys did EVERYTHING to make sure I'm well set up, everything is integrated, and gave me some great ideas to make sure I get better results. We have a small company and I wear many hats so getting this help is great. Cons I'm just getting started, so ask me again in a few weeks, but if I had an issue, I'd probably just reach out to the company. They've been very welcoming to questions. Alternatives considered [Totango](https://www.capterra.com/p/222281/Totango/) Review Source VR Verified Reviewer Inside Sales Manager Computer Software Used the software for: 6-12 months ### "Sales tasks are so much simpler with Custify" April 15, 2021 5.0 My department’s experience with Custify has been great. Using this software, we have managed to increase the number of clients and more and more people get from Trial to Paid thanks to the info we get from the customer 360 view. Pros Custify is a great tool for Sales even though it was created for CS. We use it to better know our clients and to convert them from Trial to Paid. With this software, we’ve been able to keep track of everything they do and be there when they have difficulties or upsell them on certain packages. Cons I have no complaints about it. The parts that we use are perfect, and we couldn’t ask for anything better. Review Source Dragoș S. Software Sales & Support Specialist Computer Software Used the software for: 6-12 months ### "A CS tool for the daily user" July 29, 2020 5.0 Awesome experience with their team. We always get a quick reply when reaching out. The tool has really evolved in the past year and with our growing user base it really saves our team time and help us scale. Pros One of those tools that now feels essential in day to day work. Custify helps me stay on top of poor health accounts that are at risk of churn and need to be contacted. It also saves me a lot of time in reporting on a particular segment of users. I no longer need developer or management help for getting segmented data -now we keep track of clients’ health scores and get real time notifications when they reach the point of an upsell. Cons No detailed documentation like a kb with features. Also some emails with these reports would help. Review Source Matthew H. Account Executive Computer Software Used the software for: 6-12 months ### "Data driven decision making finally possible" March 16, 2020 5.0 If you're a data geek like me, who likes to get your data fix quick, go at it deep, and then know exactly which action is the best one to take, I'm not saying this software is magic, but it sure made me a happier CS professional. Pros I feel like this product was made for a data person like me. You get as many health scores as you want, plus health history, in one place. You get to see multiple life cycles per customer in one place. And the user experience is so easy, so you never spend 15 minutes trying to locate a feature. Get the data, then use the task manager to go, go, go. Cons A dashboard of our revenue data would really complete this software for me. If I understand correctly, they're working on it, so fingers crossed. Review Source Ana-Maria M. Content Marketing Marketing and Advertising Used the software for: 6-12 months ### "Insights and health scores are so helpful in day to day activities" February 2, 2021 5.0 Our sales have increased since we started using Custify and our clients are happier with our services. In turn, we are happy with Custify’s product and quick reply to all of our requests. Pros Everything we need to know about a client is one click away. The automated process helps us identify much faster which client could use an upgrade or an upsell. Having this option, saves us time, time that we now spend with our clients, rather than looking through the different apps to put together all the necessary info. Cons More complex reports require help from the Custify team, but they answer quickly. Review Source Andreea D. Online Marketing Expert Computer Software Used the software for: 6-12 months ### "CS software that helps us across departments" April 27, 2020 5.0 Overall Custify enables us to manage so many aspects of user outreach. For example it allows us to optimize each onboarding step for example and measure the impact. One of the features we found unique was that we can set different KPIs per user segments and track them differently. Because we have both Free and Paid plans this helps us measure each group separately. I highly recommend Custify to any SaaS. Pros We can set segments based on any metric or KPI and then leverage those in playbooks. This way we can target users in need with specific upsells. Or we can leverage health scores and target customers at risk of churn in order to prevent any issues. Cons Having a global dashboard would be a big help and would save us more time. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.