Totango Software

4.20 / 5 (10)

About Totango


Totango is a cloud-based customer success and retention platform. It enables an enterprise to accelerate customer success, adoption, retention and expansion by managing all post-sales activities. It increases the conversion rate by collecting customer information, monitors data for meaningful customer health changes and drives proactive engagement by customer success teams.

Totango’s Spark helps users understand customers’ health scores, usage and status. It helps in the optimization of customer operations using scorecards and communication templates, and also by continuous tests of changing expectations of customers. Totango also offers Zoe, which works in three steps. It accesses the information, creates participation and takes action to benefit the customers.

Totango’s solution partners include SAP, ServiceNow, Salesforce, Slack and Perkville. Its implementation partners include Deloitte, PwC and Satrix Solutions. Its integration partners include Dropbox, Segment and GoodData.



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Supported Operating System(s):

Web browser (OS agnostic)

10 Reviews of Totango

Average User Ratings

Overall

4.20 / 5 stars

Ease-of-use

4.0

Value for money

4.5

Customer support

4.5

Functionality

4.0

Ratings Snapshot

5 stars

(3)

4 stars

(6)

3 stars

(1)

2 stars

(0)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-10 of 10 reviews

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February 2019

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

4.0

Functionality

3.0

February 2019

Totango could be better. It could also be worse.

I've been responsible for its use for a few years, and am not thrilled with this software. We use it to track for our account managers, and even they are frustrated by this.

Pros

I like Totango's ability to segment users based upon their health. I like the qucik automation and tracking of user actions. I like the hierarchy that is allowed for customers, though I wish this was more extensive.

Cons

I don't like that they can only have two levels of hierarchy short of extensive workarounds. I don't like that there are many fields which can't be rolled down, for some strange reason. Their focus on their slack integration instead of resolving basic feature requests is problematic. I haven't had the best experience with their support.

February 2019

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Customer support

4.0

Functionality

4.0

February 2019

Great generally for overall customer health

provides a great general overview of portfolio health

Pros

very easy to use, gives a great general idea of overall customer health of your portfolio at a glance

Cons

Of course sometimes its not accurate and the integrations require a lot of tweaking and work to get right. You need a subscription to a 3rd party tool like Zapier for example

March 2018

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

March 2018

Great tool for Customer Journey Insights

Pros

Totango gave us a lot of different, integrated data points to understand how our interactions were impacting our new and existing customers. The platform was easy to set up and initial use was pretty seamless as we got started.

Cons

Out of the box functionality is great but you do you have to work with their tech and onboarding team pretty closely when it comes to integrations and customizations of the data views and communciation inputs.

June 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

June 2018

Helpful, relatively easy to use.

Pros

The health Icon is a great way for sales and customer success reps to keep track of a big book of accounts. The ability to build reports, tier accounts by health and dollar value. Over an easy to use tool that makes working with a lot of customers better!

Cons

Building a report is not as straightforward as it could be. There is a lot of work internally to customize for our team. Definitely, need a good amount of training to be an expert.

June 2018

Justin from Avero

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

June 2018

Grade the health of your customers

This tool really helps give visibility into customer health, in ways that may be otherwise untrackable. Its open API integrates directly into our software product, so getting data is relatively close to real time.

Pros

Totango help grade the health of your software product users. We use Totango to determine which users are return users, how often they use our product, and for how long. We can then campaign to users based on usability. It also has a marketing component built in.

Cons

Sometimes it takes a little digging to find the information you're looking for. It integrates to marketing automation platforms, but you need to use a third party software like Zapier to integrate.

June 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

June 2018

Very useful for sales teams

Pros

Totango is user-friendly, especially for an overall non-technical user base. The data in Totango allows both the pre- and post-sales teams at my company to better collaborate, have insight into accounts, and overall give me a snapshot of the customer so I can best focus my time.

Cons

Some of the data can be misleading or incorrect. For example, some clients that show as "green" or "yellow," meaning they are utilizing my product heavily, are not in fact doing so. This is the exception to the norm.

March 2019

Leighann from Software

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2019

Totango is an awesome engagement measurement tool

Pros

Totango is easy to run reports and send to clients. It is fully integrated with our CRM which enables me to get quick insight at a glance before calling a customer.

Cons

I wish it could self gen reports that would be client facing!

June 2012

Anonymous

Review Source: GetApp


June 2012

Review of Totango A Real-time Customer Engagement Platform for Online Businesses

Enough has been said about increasing customer engagement on the web. Totango is an excellent tool that enables you to track and measure this metric. Using this tool, you can make informed decisions and craft successful strategies for your application. To be sure, this is one dance you will not regret!

Pros

Great way to attract new customers and convert existing ones

Cons

The installation process could be simpler

January 2017

Alex from LegalZoom

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

January 2017

Totango Review

We have recently tested out Totango for customer lifecycle management and have been impressed by the ability to set up health indicators and both report on progress and provide our sales agents with a funnel for conversion and customer activity.

April 2016

Anne Therese from Positionly

Company Size: 11-50 employees

Review Source: GetApp


Ease-of-use

2.0

Value for money

3.0

Customer support

4.0

April 2016