Item: Totango
Rating: 8
Author: Verified User

Overall Satisfaction with Totango

Use Cases and Deployment Scope

Totango is used by our customer success team to for a variety of tasks. First we use it to monitor new customers for the first two weeks to make sure they are engaging with the product and adopting correctly. Second, we use it to segment our customers between our two payment plans. Lastly, we use it to organize our daily tasks when we've identified customers we need to reach out to.

Pros and Cons

Pros

Totango has an easy interface, which makes learning and using it effectively a painless task.
Totango's customer success team is great and are extremely helpful in teaching you to get value from the product.
Totango is a full platform for all your customer success needs.

Cons

More help analyzing our customers usage and looking for trends in why people churn.
More functionality around customer messaging.
Data is sometimes incorrect.

Return on Investment

Helped increase retention
Helped find weak points in our onboarding process
Helped us segment our customers

Other Software Used

Zendesk, Vonage, Salesforce.com

Systems Integrated With

Very straightforward.

Likelihood to Recommend

If you are just starting your customer success team at a small company, Totango may be a little advanced. If you are at a larger company, or you have a more mature team, Totango can help you get to the next level. If you don't rely on recurring revenue, it might not be as helpful.

Totango Feature Ratings

Comments

Please log in to join the conversation

Kevin Garcia
(Vendor Representative) commented 10 years ago
Hi there! Thank you for your feedback. It is great to hear you had a simple, straightforward Salesforce and Zendesk integration. We hope to continue to provide even more ROI for your team with our updates this year.

Totango is a great way to mature your Customer Success team.