


Enterprise edition



Supported Operating System(s):
Web browser (OS agnostic)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...
Enterprise edition
Supported Operating System(s):
Web browser (OS agnostic)Average User Ratings
Overall
Ease-of-use
4.0
Value for money
4.0
Customer support
4.0
Functionality
4.0
Likelihood to Recommend
Not likely
Very likely
June 2018
Justin from Avero
Company Size: 51-200 employees
Industry: Hospitality
Time Used: Less than 12 months
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.
February 2019
Anonymous
Company Size: 11-50 employees
Time Used: More than 2 years
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.
July 2019
Balarka from Resilinc
Company Size: 201-500 employees
Industry: Computer Software
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
3.0
Value for money
2.0
Customer support
3.0
Functionality
3.0
July 2019
Not the best out there
Pros
Customer SuccessFlows can be a good tool to track your customers and health mixes.
Cons
It's overly expensive and needs tremendous amount of customization to fit your needs. Not really an easy way to seamlessly fit your requirements
October 2020
Anonymous
Company Size: 11-50 employees
Review Source: GetApp
Ease-of-use
4.0
Value for money
4.0
Customer support
4.0
Functionality
4.0
October 2020
Good CS platform that is easy to set up & leverage
Good. My only advice is make sure you read the contract and ask about the onboarding and CS options.
Pros
Good self-service download demo to implement without any human contact with the company. Simply sign up online. Easy integrations and fairly intuitive.
Cons
It is pretty intuitive and east to use. I would just read the contact information about what is included and what isn't.
Response from Totango
Replied October 2020
Thank you for taking the time to give us a review. We value your feedback. Our Community Edition has been designed to be easy and intuitive to set up for new Customer Success Teams. If you need additional functionality or support like extra onboarding, we have both affordable packages and custom pricing options available, please just let us know what you are looking for. Thanks again!
August 2019
Anonymous
Company Size: 501-1,000 employees
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
August 2019
Much better Reporting that's saved me time
Totango has helped me stay on top of poor health accounts that need more attention. It's also helped me forecast what accounts I think are renewing, cancelling, upgrading or downgrading. I like being able to see what accounts have been reached out to by support or sales too that way there's no overlap when I reach out.
Pros
Easy reporting/able to make segments on almost everything I need to track. Love the health score because it helps me know where my attention should be for accounts in poor health.
Cons
There's been a couple times where Totango has done some updates that our team did not like such as the new Tasks not showing all the Icons, rather it's in a drop down.