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What is Vitally?

Vitally in New York offers an out of the box customer success platform designed to help B2B SaaS companies better understand their customers and drive customer experience, leading to better customer retention.

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Affordable Pricing: Several reviewers have mentioned that they appreciate the affordable pricing of the product. Many users feel that it …
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What is Vitally?

Vitally in New York offers an out of the box customer success platform designed to help B2B SaaS companies better understand their customers and drive customer experience, leading to better customer retention.

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  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Demos

Vitally (2008 Demo)

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Product Details

What is Vitally?

Vitally Video

"As soon as we started using Vitally, I, as a manager, got an immediate sense of relief knowing that there was now a central place that I could use as a repository to know exactly what was going on and not feeling like I had to manually check a million things to get a sense of...
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Vitally Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Reviews and Ratings


Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Affordable Pricing: Several reviewers have mentioned that they appreciate the affordable pricing of the product. Many users feel that it provides a good value for the price, making it a budget-friendly option.

User-Friendly Interface: A number of customers have praised the user-friendly interface of the product. Users have found it easy to navigate and intuitive to use, which has helped them quickly understand and utilize its features.

Reliable Performance: Many reviewers have stated that they find the performance of the product to be reliable. Users have reported that it consistently meets their expectations and functions smoothly, allowing them to complete their tasks efficiently without any major issues.

Design Flaws: Users have mentioned various design flaws in the product, such as a cramped layout in the note section and difficulty navigating the dashboard with filters and saving views. They found the user interface clunky and wished for better usability with extendable/reducible panels. Some users also mentioned that there are times when the wording for certain features can be confusing. They felt overwhelmed by the amount of information presented on the screen and found it difficult to find certain features.

Bugs and Technical Issues: Users experienced numerous bugs and technical issues with the tool, reporting new issues almost every other day for a couple of weeks. This made them dread using the tool and forced them to return to their old tools for reliability. They also mentioned limitations such as the inability to close all tabs, difficulty in CCing new people on email replies, and missing features like sharing success plans with customers. Some users encountered difficulties in creating custom graphs and charts, as well as setting up playbooks and complex reporting on accounts. They also found it challenging to create tasks and manage projects.

Lack of Consolidated Feed: Users expressed the need for a consolidated feed of activities, completed tasks, emails, health changes, notes, playbook changes, and project updates. They found it inconvenient to have to click on each activity to view them individually. They also mentioned the need for easier access to location/country information and integration with other platforms for automatic data gathering. Some users wished for a standalone app and improvements in task creation and automation capabilities. They also desired more fine-grained role-based access control, better analytics features, and improvements in managing contacts and conversations.

Users of Vitally have made the following recommendations based on their experiences with the product:

Users recommend Vitally for its ease of integration, particularly for start-ups and small businesses looking to set up solid customer success foundations or scale up their organizations. They also recommend Vitally for use by early-stage customer success teams.

Another recommendation is to take advantage of Vitally's customization features, such as creating custom dashboards. This allows users to gather and analyze important customer data according to their specific needs. It is recommended to thoroughly set up Vitally before sharing it with the team to maximize its benefits.

Users also suggest integrating Vitally with other tools like Segment and Amplitude. This can enhance the overall functionality and effectiveness of customer reporting and user analytics.

In summary, users find Vitally to be a modern, easy-to-use, and user-friendly tool that simplifies day-to-day work life. They suggest trying out Vitally due to its low implementation effort and fast time to value, especially for seed and series A to B companies. Users appreciate the support offered by the Vitally team and believe it is worth the time spent on setup.


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Score 10 out of 10
Vetted Review
Verified User
  • We use Vitally to measure the health of our customers proactively.
  • Not only does it help surface which clients need additional help to activate with our tool, but we can also automate the process of reaching out to set up times to talk with our customers.
  • Approaching customer health in this way means that we can enter renewal cycles with our customers in good shape.
  • Simple setup
  • Detailed reporting
  • Automates manual tasks
  • Excellent support
  • NPS measurement is not particularly customizable
  • Vitally is suitable for any software company that is looking to measure and report and action the health of their customers.
  • While you would get less value from the tool if you do not have a team in place to action the insights it generates, I would still recommend that smaller teams look at implementing health scores and setting up automated responses to bad health.
Customer Data Extraction / Integration (2)
Product usage
Help desk / support tickets
Customer Success Management (6)
NPS surveys
Customer profiles
Automated workflow
Internal collaboration
Customer health scoring
Customer segmentation
CSM Reporting & Analytics (4)
Customer health trends
Engagement analytics
Revenue forecasting
Security (1)
Role-based user permissions
Platform & Infrastructure (2)
Integration with
  • Increased renewal rates
  • Reduced overall time spent analyzing customer health
  • Reduces manual tasks for customer health
  • Vitally was much easier to both set up and maintain than ChurnZero. The ongoing cost of keeping Churn Zero set up correctly was ultimately too much and caused us to look at other tools.
  • Vitally's user interface is much cleaner and easier to understand. While ChurnZero may have more customizations, we ultimately found we were not using large portions of their app.
  • Vitally worked out to be much cheaper for our needs.
HubSpot, Xero, Intercom
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