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 bene...


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10 Reviews of Totango

Average User Ratings

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June 2018

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Justin from Avero

Verified Reviewer

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

Verified Reviewer

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

August 2019

Anonymous

Verified Reviewer

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.

November 2019

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Functionality

3.0

November 2019

Gets the job done

Pros

Totango has helped us run interesting segment reports of customers and better evaluate their risk levels with the aid of automation.

Cons

Tons of software updates that don't actually help - make the day to day workflow more complicated. Very difficult to view timeline of conversations - takes way too many clicks.

February 2019

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: More than 2 years

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

Time Used: Less than 2 years

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.

October 2020

Anonymous

Verified Reviewer

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!

June 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

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

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.

September 2019

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Customer support

3.0

Functionality

4.0

September 2019

Totango Review

Pros

I how easy it is to customize some aspects. I like the ability to create segments. I like the ability to create pins and tags.

Cons

The health score isn't always a good indication of what the health of the account is.