All Totango Reviews
1-25 of 25 Reviews
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Justin
Verified reviewer
Hospitality, 51-200 employees
Used weekly for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed 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.
PROSTotango 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.
CONSSometimes 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.
Monika
Medical Devices, 201-500 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed July 2022
Cheap and good CS platform
We were implementing Totango for quite some time. We have a lot of customized metrics and we required integration with BigQuery. We just started using it recently. I see a lot of good sides and useful features but I also see some missing unfortunately. However, it's a good value for money so far.
PROSThe biggest pro is definitely a price. For little money we get a lot of functionalities and useful features i.e. inapp NPS, successplays, possibility to integrate with a lot of tools etc. I'm sure it's a great platform to start with to make your daily CS work easier. Also, their support is super responsive and helpful. So far I had no issues. They were also very helpful with the onboarding and implementation.
CONSI've already noticed that there are some funcionalities missing. I'm not sure if other platform have it but for example it's not possible to export some reports/dashboards with widgets, or to send reports monthly.
Reason for choosing Totango
Price, available integrations (especially with BigQuery), contact with the seller
Anonymous
201-500 employees
Used daily for less than 6 months
OVERALL RATING:
1
EASE OF USE
1
VALUE FOR MONEY
1
CUSTOMER SUPPORT
2
FUNCTIONALITY
2
Reviewed April 2022
Worst saas tool ever. Let alone for customer success.
Nothing. Basic customer success features are okay.
CONSGetting data into totango and synchronising data with other softwares is ridiculously difficult, painful and useless. Even with tools like zapier. If you use any other software for sales/marketing/finance - do not use or waste time in implementing totango.
Reason for choosing Totango
Promise of a dedicated account manager and good customer service.
Anonymous
201-500 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
3
FUNCTIONALITY
3
Reviewed October 2022
A bit clunky to use
The integration with the tool took a long time (almost a year) and required a lot of workarounds. I think it still hasn't won me over fully, and I struggle to come back to it every day to log each touchpoint.
PROSTotango is flexible in the context of integration with already existing solutions, ie. Hubspot - we transfer customer data two-ways between HS and Totango.It allows to set up of custom Health score, custom alerts and has a broad range of functionalities that can help with customer engagement and activities overall.
CONSIt is still a bit clunky in context of UI - some functionalities are hidden, buttons are not intuitively placed, timeline of interactions is not so easy to navigate and you can't pin information or notes like in Hubspot. The "touchpoint" is a bit tricky because one miss-click can make it so that the internal note will be sent to the people tagged in it! You also can't save a touchpoint card if you opened up a task in it, and didn't save the task first...Also the hierarchy between Company and Product is not intuitive and causes some problems during the integration.
Teresa
Information Technology and Services, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed December 2023
Digitally Engagement at Scale
I like how we are able to get the 360 view of a customer health, spot early indicators of churn, as well as create and deploy campaigns to nurture and engage our customers post sales in a scalable and efficient manner.
CONSI wish there were more detailed campaign reporting, A/B testing of campaigns, additional features in the drag and drop templates for campaigns, along with monitors / alerts for when a campaign isn't triggering as it should. This is helpful especially when you are sending mass emails to a large audience.
Anonymous
11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed 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.
PROSI 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.
CONSI 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.
Anonymous
501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed 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.
PROSEasy 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.
CONSThere'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.
Anonymous
51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed February 2019
Great generally for overall customer health
provides a great general overview of portfolio health
PROSvery easy to use, gives a great general idea of overall customer health of your portfolio at a glance
CONSOf 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
Anonymous
501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
FUNCTIONALITY
3
Reviewed November 2019
Gets the job done
Totango has helped us run interesting segment reports of customers and better evaluate their risk levels with the aid of automation.
CONSTons 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.
Anonymous
501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2018
Great tool for Customer Journey Insights
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.
CONSOut 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.
Thomas
Internet, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed November 2019
Totango for the daily user
We have integrated a data system that allows us to see usage of our products by our customers and health of accounts across a number of factors. We use this to help with forecasting and staying in front of customers. We have also automated a number of our processes to kick off email campaigns when usage is low, when customers are behind in payment and when customers provide feedback. We have better engagement and faster payments.
PROSEasy to use dashboards and integration with other software that we use. Simple to follow tasks and documentation tools. I really like the Segments section which allows me to run reports on a number of different data segments on my customers.
CONSMembers on our team each have more than 100 customers and the system seems more geared towards teams with smaller bases but more touches/deeper dives. We manage with it but thinking we are not using all the tools available .
Mostafa
Computer Software, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed May 2023
Easy to use - Simplify daily work
Very satisfied.
PROSEasy to use, and helps me to track my tasks and activities on a daily basis.
CONSSometimes having slow loading, but this getting resolved quick.
Rosa
Computer Software, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
2
FUNCTIONALITY
3
Reviewed February 2020
A good starting CS software
The ease of use, ability to quickly and easy customize email campaigns and reports
CONSMajor gaps in functionality (that they are slowly closing) - but still limited ability to automate and pre-populate data in fields to streamline CSM workflows. Our experience with their Customer Success team was terrible. We got very little value out of any interactions with our CSM.
Anonymous
51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed June 2018
Helpful, relatively easy to use.
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!
CONSBuilding 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.
Balarka
Computer Software, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
2
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed July 2019
Not the best out there
Customer SuccessFlows can be a good tool to track your customers and health mixes.
CONSIt's overly expensive and needs tremendous amount of customization to fit your needs. Not really an easy way to seamlessly fit your requirements
Anonymous
501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed September 2019
Totango Review
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.
CONSThe health score isn't always a good indication of what the health of the account is.
Anonymous
11-50 employees
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed 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.
PROSGood self-service download demo to implement without any human contact with the company. Simply sign up online. Easy integrations and fairly intuitive.
CONSIt is pretty intuitive and east to use. I would just read the contact information about what is included and what isn't.
Vendor Response
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!
Replied October 2020
Anonymous
51-200 employees
Used daily for less than 12 months
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed July 2022
Good value for money
The implementation took long time but overall has almost all functionalities our team needed
CONSIt is a very comprehensive tool and the materials and explanations, as well as the feature request process could be better
Anonymous
501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2019
Nice monitoring
Good control over my book of business to catch issues.
CONSNew releases aren’t that smooth and need refinement.
Avi
Computer Software, 2-10 employees
Used weekly for less than 12 months
OVERALL RATING:
2
EASE OF USE
1
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
2
Reviewed December 2023
One of the worst
Overall, this was not a good experience, especially for the money
PROSThis is a mediocre software that does pretty much what it says it will do, but in a very non-intuitive way. Every and any competitor I have used or seen had done it better But yeah, ultimately, they have most of the functionalities
CONSCustomer Support Not intuitive Analytics are just so so
Anonymous
51-200 employees
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed June 2018
Very useful for sales teams
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.
CONSSome 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.
Leighann
Aviation & Aerospace, 51-200 employees
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2019
Totango is an awesome engagement measurement tool
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.
CONSI wish it could self gen reports that would be client facing!
Aleena
Computer Software, 51-200 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed May 2019
Tracking customer insights
Totango provides multiple data points for a particular customer journey. Really love the 'health status' as it helps track activity levels of leads and narrows down the focus on different customer groups
CONSHave not experienced any negatives so far
Rakesh
Used free trial
OVERALL RATING:
4
Reviewed 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!
PROSGreat way to attract new customers and convert existing ones
CONSThe installation process could be simpler
Alex
Used free trial
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed 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.