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Totango

Totango

Overview

What is Totango?

Totango customer success software helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. Totango provides a set of integrations and SuccessBLOCs—the company's proprietary pre-built customer success programs that are embedded with best practices and contain…

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Recent Reviews

All in one CS

8 out of 10
June 09, 2023
Incentivized
Totango runs our onboarding process, customer journey, and renewal cycle. We also use the system to track KPIs, account and user activity.
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Buyer Beware

1 out of 10
May 22, 2023
We attempted to use Totango for client success/customer success. We had hoped, we could use Totango for setting up customer satisfaction …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 17 features
  • Customer segmentation (243)
    8.3
    83%
  • Customer profiles (251)
    7.9
    79%
  • Product usage (243)
    7.8
    78%
  • Customer health scoring (253)
    7.6
    76%

Reviewer Pros & Cons

View all pros & cons

Video Reviews

1 video

Totango Review: Stands Out Because Of Its User Friendly Interface
02:00
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Pricing

View all pricing

Starter

$2,988

Cloud
per year

Enterprise

$18,000

Cloud
per year

Premier

Custom

Cloud

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttps://www.totango.com/packages

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $2,988 per year
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Product Demos

Totango Customer Success Walkthrough

Navattic
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Features

Security

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

8.4
Avg 8.6

Platform & Infrastructure

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

7.9
Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

7.6
Avg 8.6

Customer Success Management

Customer Success Management

7.6
Avg 8.2

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.5
Avg 8.1
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Product Details

What is Totango?

Totango customer success software helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. Totango provides a set of integrations and SuccessBLOCs—the company's proprietary pre-built customer success programs that are embedded with best practices and contain relevant workflows, reports, automation, customer segments, campaign content, and more to help users achieve critical business outcomes. With Totango, businesses can integrate data to get a 360° view of customer health, collaborate to manage their customer portfolio, engage with customers when and where it matters, monitor and improve the metrics that matter, and scale CS faster with people + AI. Totango is designed to scale limitlessly and deliver time to value due to its composable platform architecture and schemaless data model.

Totango Features

Customer Data Extraction / Integration Features

  • Supported: Product usage
  • Supported: Help desk / support tickets
  • Supported: Online customer community
  • Supported: Billing
  • Supported: Marketing emails

Customer Success Management Features

  • Supported: NPS surveys
  • Supported: Customer profiles
  • Supported: Automated workflow
  • Supported: Internal collaboration
  • Supported: Customer health scoring
  • Supported: Customer segmentation

CSM Reporting & Analytics Features

  • Supported: Customer health trends
  • Supported: Engagement analytics
  • Supported: Revenue forecasting
  • Supported: Dashboards
  • Supported: Customer lifetime value
  • Supported: Churn rate

Security Features

  • Supported: Role-based user permissions

Platform & Infrastructure Features

  • Supported: API
  • Supported: Integration with Salesforce.com
  • Supported: Integration with Marketo

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

Totango Video

New year, new evolution of CS, new Totango

Totango Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS

Frequently Asked Questions

Totango starts at $2988.

Gainsight CS, ChurnZero, and Catalyst CSP are common alternatives for Totango.

Reviewers rate Integration with Marketo highest, with a score of 8.9.

The most common users of Totango are from Mid-sized Companies (51-1,000 employees).
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Comparisons

View all alternatives
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Reviews and Ratings

(408)

Attribute Ratings

Reviews

(1-25 of 93)
Companies can't remove reviews or game the system. Here's why
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Overall, I am happy with the support that I receive. In the end, all of my issues are resolved, but sometimes the process seems inefficient. For example, occasionally I am directly to general knowledge base articles on subjects that don't address my specific question. Additionally, it can be hard to communicate nuanced questions or issues and their resolution via email. However, since there appears to be no option to call the support team a few extra rounds of emails may be required to arrive at the answer.
Alex Sandrea | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I would declare myself totally happy with Totango's Support. Every experience with their Support Team was excellent. I got a quick response all the time and someone was always willing to hop on a call with me to address the issue or bug I was facing. Also, whenever a fix or solution couldn't be deployed immediately I was constantly updated by the team.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I've never come across a more customer-focused support function. I always get quick and relevant solutions to my questions and problems. I am super impressed with the fact that they always have a "yes" attitude--they really help with everything. For example, they have an awesome CS engineer who's helped us with issues we thought we would have to figure out ourselves (like imports, integrations in other products, etc.).
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Totango Support is Exceptional. We always have our questions answered very quickly and the team strives for complete resolution. The response time from Support is amazing. there were instances where we have raised a support case and got the issue resolved within 30 mins. The ticket would be assigned to higher tiers without wasting customers time
December 03, 2020

The greatest tool ever!

Score 10 out of 10
Vetted Review
Verified User
As I have said, I use Totango daily and this is our great main tool as Customer Success managers here at Zoom, and I couldn't think of any other tool better than Totango.
December 02, 2020

Simple but powerful!

Score 9 out of 10
Vetted Review
Verified User
Incentivized
The team has been on hand during the roll out with good overviews and initial training. Since then I personally have not had much interaction with the team or seen any other resources to help drive adoption which I think is an area for improvement, otherwise it is fairly self-explanatory to use the system.
Janet Price | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I have never had to reach out to them on an individual level - but I know my team had worked with them one on one and they seemed to be very helpful when we needed anything. From my understanding there is some customization that needs to be done and they were always willing to work on this with us.
Dan Gould | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
New features are continually released and the help articles are extensive.

The few times I've had bugs/errors and contacted customer support, it has required some escalation and delay for fairly low level problems.
Patrick Lowe, EIT | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Unfortunately, or rather, fortunately, I have not had the chance to work with Totango's customer support team yet as I personally have not had any issues when working within the software. You could say this is a good thing as I just haven't had any issues arise yet. Hopefully, I never have to!
Julie Roslin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support for Totango has been great so far. Every time an issue arises, the Totango team responds quickly with helpful information to solve our issue. They will even let us know if something we are asking for will be on a future roadmap release. It is great that the Totango support team goes above and beyond to help out their clients!
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