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.
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Zight
Score 8.7 out of 10
Small Businesses (1-50 employees)
Zight (formerly CloudApp) is a solution with a community of over 4M users, offering visual asynchronous communication, eliminating the need to use different applications for screenshots, GIFs, screen recordings, and web recordings.
$0
Pricing
Totango
Zight
Editions & Modules
No answers on this topic
Free
$0
Team
$8.00
per month per user
Pro
$9.95
per month per user
Enterprise
Contact Sales
Offerings
Pricing Offerings
Totango
Zight
Free Trial
No
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
Yes
Yes
Entry-level Setup Fee
Optional
No setup fee
Additional Details
Each 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.
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More Pricing Information
Community Pulse
Totango
Zight
Considered Both Products
Totango
Verified User
Account Manager
Chose Totango
Totango is so much better than Gainsight. The ease of logging a touchpoint, the ability to measure impact, and review metrics at a glance have made it much easier to understand areas of need for clients and a simple and easy way to access the tool. Hands down - a much better …
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.
When it comes to client-facing roles, this functionality is key. Before, I had to use an internal clipping or snipping tool and then download the content then share it as an attachment. With Zight, I simply capture what I want, then easily share a link that can be accessed within minutes by the ones I am engaging with. It is very easy to collaborate and clearly communicate. I would not recommend using it for internal documentation. Having too many screenshots might be hard to manage.
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.
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
In all honesty I don't even have time to look for an alternative to CloudApp at this point in our business. CloudApp works for what we had planned to use it for and unless a competing service that offers the same quality and ease-of-use along with video screen capture comes out I will renew indefinitely.
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.
If someone is used to using internal screen capture software Zight may have a small learning curve. Luckily, once you get the hang of your new capture method, it is a quick process. Updates can be tedious. Although I am glad the team is working on the application and consistently improving it.
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
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.
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.
I would give cloud app a 9/10 score on overall support mostly because I have had very little need of any support at all being that the tool was designed almost to use itself. In my opinion this level of forethought is equal to customer support. As of yet I've only had one real problem with cloud app which was the loss of a 20 minute video screen capture. Unfortunately I have not had the time to contact support about this loss. The only other minor issues that I confronted was within the initial set up which I was able to resolve via their website's support pages.
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
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.
I was extremely satisfied with how quick and easy the implementation of Cloudapp was on my MacIntosh using MacOS Sierra was, along with how amazingly fast I was able to be up and going with the tool. most often with sass tools we are lucky if we can use 50% of the features without having to have consultations and a ton of back-and-forth email on how to use other features of the product. Cloud app has made it extremely user-friendly with almost no need for customer support. To My business, that equals time savings which as most business owners know, can be far more valuable than a few dollars saved.
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
The tools I have used in the past weren't available in the tool selector! Basically, I've mostly used Jing which I found to be quite clunky. The user interface is unnecessarily complicated and sharing files is more difficult. Trying CloudApp once was enough to see how much more superior it was to Jing! Honestly, if you need a tool that will help you take screenshots to help you communicate better with your team, give it a try!
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
The amount that I paid for it, I feel that it's paid for itself over and over and over multiple times, if for one reason, and that's time saved. If I have one app that does it all, quickly, and efficiently, that's my positive ROI.
