Custify vs. Totango

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Custify
Score 9.5 out of 10
Small Businesses (1-50 employees)
Custify is a customer success platform designed for B2B SaaS businesses. It helps users better meet customers' needs, reduce churn and increase lifetime value. The user can see in-product usage insights as well as data from CRM, support, billing, and other systems in one place. Relevant customer success KPIs and client interactions are displayed in its dashboard. Custify also identifies clients that get stuck during onboarding, those whose trial is about to expire, and those whose usage has…N/A
Totango
Score 8.5 out of 10
N/A
Totango customer success software, now with Catalyst, helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. Totango and Catalyst will become a unified product, following the merger in February 2024.N/A
Pricing
CustifyTotango
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
CustifyTotango
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsEach package gives teams a 360° customer account profile, customer health scoring, customer journey program templates (SuccessBLOCS), automated workflows (SuccessPlays), email campaigns, self-paced onboarding, and customer support.
More Pricing Information
Community Pulse
CustifyTotango
Considered Both Products
Custify
Chose Custify

This software makes it easy to analyze your data and optimize your onboarding - maybe the easiest I've seen, but you've got to be willing to dig into its features and setting. And of course without their Concierge Onboarding this is not so easy.


Chose Custify
Custify was simpler to integrate and easier to use. We got troubled by enterprise-grade software as it has a lot of requirements and were sometimes even shocked that the data is kept only for a short timeframe so no historical data digging was possible. Custify helped here a lot.
Totango
Chose Totango
ChurnZero - I've taken a look at this solution but didn't get to form a definitive opinion about it yet. Right now it looks like their Integration system is a bit more limited than Totango's.

Custify - It's a good tool but unlike Totango it feels a bit more sales focused. Also …
Top Pros
Top Cons
Features
CustifyTotango
Security
Comparison of Security features of Product A and Product B
Custify
7.0
11 Ratings
22% below category average
Totango
8.5
182 Ratings
3% below category average
Role-based user permissions7.011 Ratings8.5182 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Custify
8.0
11 Ratings
7% below category average
Totango
7.9
216 Ratings
8% below category average
API8.011 Ratings6.7149 Ratings
Integration with Salesforce.com8.01 Ratings8.0173 Ratings
Integration with Marketo00 Ratings9.035 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
Custify
9.0
11 Ratings
3% above category average
Totango
7.5
247 Ratings
15% below category average
Product usage9.011 Ratings7.7243 Ratings
Help desk / support tickets9.11 Ratings7.3160 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
Custify
8.3
11 Ratings
0% below category average
Totango
7.6
260 Ratings
9% below category average
NPS surveys8.01 Ratings8.1124 Ratings
Sponsor tracking8.02 Ratings6.16 Ratings
Customer profiles8.011 Ratings7.8251 Ratings
Automated workflow9.011 Ratings8.4240 Ratings
Internal collaboration7.011 Ratings7.1226 Ratings
Customer health scoring9.011 Ratings7.5253 Ratings
Customer segmentation9.011 Ratings8.3243 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
Custify
9.0
11 Ratings
9% above category average
Totango
7.5
254 Ratings
9% below category average
Customer health trends9.011 Ratings7.6243 Ratings
Engagement analytics9.011 Ratings7.7229 Ratings
Dashboards9.03 Ratings7.7237 Ratings
Revenue forecasting00 Ratings7.0175 Ratings
Best Alternatives
CustifyTotango
Small Businesses
Intercom
Intercom
Score 8.8 out of 10
Intercom
Intercom
Score 8.8 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
Cisco Webex Experience Management (discontinued)
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Score 8.9 out of 10
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User Ratings
CustifyTotango
Likelihood to Recommend
9.0
(11 ratings)
8.3
(261 ratings)
Likelihood to Renew
-
(0 ratings)
7.4
(8 ratings)
Usability
9.0
(2 ratings)
8.6
(95 ratings)
Availability
-
(0 ratings)
9.9
(3 ratings)
Performance
-
(0 ratings)
8.8
(2 ratings)
Support Rating
9.0
(2 ratings)
8.0
(93 ratings)
Online Training
-
(0 ratings)
7.0
(1 ratings)
Implementation Rating
-
(0 ratings)
10.0
(12 ratings)
Configurability
-
(0 ratings)
8.2
(4 ratings)
Ease of integration
-
(0 ratings)
8.0
(8 ratings)
Product Scalability
-
(0 ratings)
9.8
(3 ratings)
Vendor post-sale
-
(0 ratings)
8.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
CustifyTotango
Likelihood to Recommend
Custify
Two big use cases where it's very well suited: onboarding of our clients and churn prevention. It just saves me so much time and helps me recommend more strategic suggestions. At the end of the day I can see my productivity being a lot higher than before having Custify.
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Totango
for a CSM it´s marvelous, you have in one window everything,the agenda for your day by day work, the workload you have in a day,all the customers database and call history added by tasks and toutch points, the to do thing in each customer you know what to do next, with renewal you hace an digital engadgement with customers inform they need to renew in order to keep using the app.
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Pros
Custify
  • 360 degree view of anything that has to do with a single account, including health score history across many elements, all the lifecycles of that account, different usage and adoption trends on multiple users in the same account, and more.
  • Getting multiple health scores and trends on one screen.
Read full review
Totango
  • Enables us to easily send and collect NPS & CSAT scores regularly.
  • Syncs with HubSpot to bring in updated client data and deals automatically.
  • Allows us to manage clients based on health score which is multi-dimensional.
  • I can log touch points directly in Totango from Gmail so easily..
  • As we improve and develop our non SaaS business client experience, Totango continues to develop more functionality that we can benefit from.
Read full review
Cons
Custify
  • There was a problem integrating our CRM at first, and to be honest, I almost switched to another product because it's a big deal for us, but they got it worked out significantly faster than any of us guessed it would take, so we stayed, and I'm glad it worked out.
  • The main data point still missing is global revenue. I reached out and they said it's in the works. The software is making us money, so we're staying and hope this works out as fast as the CRM issue.
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Totango
  • Integrations -- in my experience, they constantly break and disconnect.
  • Implementation -- I feel it was a HUGE challenge to set-up our environment. It took over 200 hours and it didn't work.
  • Communication -- during implementation/onboarding, in my opinion, we were mislead on how to create some of our custom data objects and it ended up being a big waste of time since the approach we were instructed to use ended up being incorrect.
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Likelihood to Renew
Custify
No answers on this topic
Totango
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
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Usability
Custify
I like custify because it does exactly what you think it would. It's reliable and delivers quality organization and analytics for our usage. It's only downfall is it's lack of specific analytics and combination with sales tools that make customer transferring easy. Overall highly recommend using custify and are in a smaller business.
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Totango
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.
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Reliability and Availability
Custify
No answers on this topic
Totango
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
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Performance
Custify
No answers on this topic
Totango
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.
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Support Rating
Custify
Philipp has been there for us throughout the process. Very nice guy and a great help. He guided us in setting KPIs, goals, healthscores. Really gave us a lot more than we wanted. We also had some custom integrations and even though they did not support them, their team released a patch for our CRM so we could integrate it
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Totango
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.
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Online Training
Custify
No answers on this topic
Totango
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
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Implementation Rating
Custify
No answers on this topic
Totango
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.
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Alternatives Considered
Custify
This software makes it easy to analyze your data and optimize your onboarding - maybe the easiest I've seen, but you've got to be willing to dig into its features and setting. And of course without their Concierge Onboarding this is not so easy.
Read full review
Totango
Pipedrive is a great CRM for Sales purposes but it doesnt give much tools for CX management. Totango is all the opposite, it is an excellent product for Customer Management . We currently use both platforms integrated with each other and it gives great results to both Sales and Customer Success teams
Read full review
Scalability
Custify
No answers on this topic
Totango
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
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Return on Investment
Custify
  • Free to paid conversions have gone up, and we see more customers choosing premium options than before, since we're using the automatic workflows to make sure the trial is a lot more focused on helping them see results before they pay a single dollar.
Read full review
Totango
  • Since using Totango we have seen our engagement numbers go up as we are better able to identify the groups that are struggling.
  • We have also seen an increase in retention as we are more consistent in messaging and not missing any data.
Read full review
ScreenShots

Custify Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of

Totango Screenshots

Screenshot of collaboration tools to manage a customer portfolioScreenshot of a 360° view of customer healthScreenshot of the dashboard to monitor customer metricsScreenshot of an engaging in-app experiences and email campaigns to improve customer retentionScreenshot of integrated data in the Customer Data Hub