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Top Rated
337 Ratings
60 Ratings
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Score 9 out of 100

Totango

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Top Rated
337 Ratings
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Score 8 out of 100

Likelihood to Recommend

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • As mentioned earlier, transactional heavy web assets such as eStores are particularly strong candidates.
  • IBM CXA along with other, similar tools, is not set-and-forget. The solution must be well managed in order to deliver value. Purchase of the solution is one thing; driving analytic results is another. If a company's staff are not strong analytical thinkers, CXA will not help. IBM CXA is not just a technology platform - it is a basis to design strong customer touchpoints and interactions. You need to be customer journey design literate to get the best from this.
Chris Hall | TrustRadius Reviewer

Totango

Some scenarios where Totango is well suited for our team are:
  1. Client segmentation for managing at scale
  2. Client Marketing - both segmented and broad announcements
  3. Client Feedback via NPS survey and in-email surveys
Some scenarios where Totango is less appropriate are:
  1. Monitoring certain types of client activity and engagement metrics - there are very few time frames options to select for engagement do not match up to our client lifecycle
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Security

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Totango
8.2
Role-based user permissions
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Totango
8.2

Platform & Infrastructure

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Totango
7.8
API
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Totango
7.9
Integration with Salesforce.com
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Totango
7.7
Integration with Marketo
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Totango
8.0

Customer Data Extraction / Integration

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Totango
7.0
Product usage
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Totango
7.3
Help desk / support tickets
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Totango
6.7

Customer Success Management

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Totango
7.5
NPS surveys
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Totango
7.6
Sponsor tracking
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Totango
6.1
Customer profiles
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Totango
8.1
Automated workflow
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Totango
7.5
Internal collaboration
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Totango
7.6
Customer health scoring
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Totango
7.4
Customer segmentation
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Totango
8.4

CSM Reporting & Analytics

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Totango
7.5
Customer health trends
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Totango
7.3
Engagement analytics
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Totango
7.7
Revenue forecasting
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Totango
7.2
Dashboards
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Totango
7.7

Pros

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • Tealeaf provides a unique view into a website beyond what typical web analytics can provide.
  • It captures all of a website's traffic, no need to tag pages or decide ahead of time what data you want to capture.
  • Data is captured and processed in real-time which reveal unknown issues as they are happening.
  • Replay session to see what a customer or user actually did and not just they remember doing when a problem occured.
Nick Preese | TrustRadius Reviewer

Totango

  • Totango provides us with data unavailable in other platforms. You can easily create and save relevant segments of data that allow users to get a holistic view of their portfolio.
  • I particularly like the email campaign feature. You can easily organise campaigns based on previously created segments.
  • Task creation and task management allows our team to cycle through our portfolio and be aware of changes across 300+ client portfolios.
Anonymous | TrustRadius Reviewer

Cons

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • IBM CXA leverages script tagging to inspect specific behaviour patterns. A tagging engine against your web assets is a must-have to simplify script insertion and avoid having to leverage internal IT resources to modify web code.
  • Tag management is perhaps the most challenging aspect of IBM CXA. In our view, this could be abstracted further and therefore simplified.
  • We would like to see connectors with UBX to common platforms such as CRM, marketing automation. The more this is readily available, the quicker the time to value for clients.
Chris Hall | TrustRadius Reviewer

Totango

  • I do wish there were a more comprehensive onboarding process for the free version. There are a lot of resources provided, but it is hard to know where to start.
  • The system is very powerful and requires a lot of upfront investment to get started.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) 5.2
Based on 2 answers
The comprehensive set of tools IBM Tealeaf provides is so unique to what it can do. It continually provides value beyond what it costs. It is like free money. There hasn't been a tool that has replace what it can do. Without it, people and teams managing their application or website would be much more difficult
Nick Preese | TrustRadius Reviewer

Totango

Totango 8.2
Based on 6 answers
I personally believe Totango is the right Customer Success Tool for me, my team, and my organization. I couldn't find limitations until now, it's capabilities are on point and it's very scalable. of course, transitioning to another tool would mean a lot of hours and training, and would expose risks
Alex Sandrea | TrustRadius Reviewer

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Totango

Totango 8.1
Based on 95 answers
It is easy to use and understand, and simple to follow day to day. Logging notes and tasks is one of the key areas this is utilised along with tracking reports and accessing key data points for conversations with customers which is helpful. Mobile app helps too to access information on the go.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Totango

Totango 9.5
Based on 4 answers
I have yet to experience any downtime with Totango (knock on wood) so reliability has been really top tier since we were onboarded. Given that the support team has been really helpful so far, I can imagine should downtime every be the case, they'll be able to communicate proactively/effectively on the current state of the platform
Anonymous | TrustRadius Reviewer

Performance

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Totango

Totango 7.5
Based on 2 answers
At times the integration sync can be really slow when it comes to touchpoints. I can't say the same for customer health syncing, but I do tend to notice the lag from email syncing, and in those cases, I will need to refresh the Totango page a couple of times or wait a couple of extra seconds/minutes for it to show up.
Anonymous | TrustRadius Reviewer

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Totango

Totango 7.8
Based on 94 answers
I give Totango a support rating of 10 because I can always get support whenever needed. If its a technical issue, I know I can email their support team for help. If it's a more in depth question with respect to our instance of Totango, I can reach out to our CSM and always get help in a very reasonable amount of time. I always look to Totango as the standard when I think of how to best communicate and support our own customers.
Janet Price | TrustRadius Reviewer

Online Training

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Totango

Totango 7.0
Based on 1 answer
Our CSM did a great job of conducting the training so we understand, at the very least, the functionality that is directly relevant to us. This also allowed us to train our own new team mates when onboarding based on the training flow that was first presented to us. This was also conducted as a interactive sessions, as training are notoriously known to be dry
Anonymous | TrustRadius Reviewer

Implementation Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Totango

Totango 10.0
Based on 23 answers
Totango has been easy for our team to integrate most of our new features into, which is great considering we have to factor in the customers' usage of the new features into all of the health and usage metrics we have. It has taken a while to integrate our second product however, which is why I would rank this a 7.
Sam Rutzick | TrustRadius Reviewer

Alternatives Considered

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Analytics! We want to utilize software that gave us basic information back. Obviously, with technology becoming smarter, more updated and more efficient, we converted to software that would handle that...IBM. we've realized that analytics are so beneficial to the reelection process, how we communicate with constituents and the way we relay information to the community.
Tanu Chahal | TrustRadius Reviewer

Totango

We only briefly considered Gainsight and other customer success tools, but quickly abandoned those companies because of the hefty price tag. We recognized that this was something we needed, but did not yet have the funding to be able to pay a huge amount of money for the tool. Being able to get our feet wet and adopt Totango for free initially really benefited us. We were able to test things out, learn and make sure that this was something we wanted to use long-term.
Anonymous | TrustRadius Reviewer

Scalability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Totango

Totango 8.5
Based on 3 answers
Information keeps missing and changing in totango . Because of that there is are lot of problems with it. We need to manually keep the backup in an another file. More over if in case we take the backup its so hard to track since its all in numbers. Totango can be much better if the cloud storage is working fine. My company is planning to discontinue due to this factor
John Abraham | TrustRadius Reviewer

Return on Investment

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • Best tool to measure and track our website activity.
  • Gives us an idea of which strategy on our layout is working better.
  • Representation of data through graphs and charts is very helpful.
Rohan Kashyap | TrustRadius Reviewer

Totango

  • Reduction in cross departmental questions (eg: has this customer put in any tickets? when did we last contact customer x?) because all the info is centralized.
  • Can't say tangibly that it has helped in retention, but anecdotally we feel a much better sense of which customers are at risk because of their health, or lack of usage, etc. There are far less surprises.
Anonymous | TrustRadius Reviewer

Screenshots

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Pricing Details

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) Editions & Modules

Additional Pricing Details

Totango

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Totango Editions & Modules

Edition
Community Edition$0
    Additional Pricing Details

    Rating Summary

    Likelihood to Recommend

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
    9.5
    Totango
    7.9

    Likelihood to Renew

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
    5.2
    Totango
    8.2

    Usability

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
    Totango
    8.1

    Reliability and Availability

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
    Totango
    9.5

    Performance

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
    Totango
    7.5

    Support Rating

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
    Totango
    7.8

    Online Training

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
    Totango
    7.0

    Implementation Rating

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
    Totango
    10.0

    Scalability

    Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
    Totango
    8.5

    Add comparison