Totango? Don't save the last dance for me.
November 21, 2020

Totango? Don't save the last dance for me.

Anonymous | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

We use Totango across the whole organization. My department uses it to create, send, and track targeted campaigns throughout our customers' lifecycle, including on-boarding, adoption, and renewal. Our Customer Success Managers use it to manage tasks for their patch, as well as gleam important information about the health of our customers to try to mitigate churn and address other risk factors.
  • Segmentation.
  • Email campaigns.
  • Task management.
  • Campaign filters.
  • Campaign testing.
  • Campaign timing.
Honestly, Totango is not very user friendly from my experience. It takes a while to get used to how to properly segment based on the information we need and health scores are not usually reflective of the true health of a customer. We do use Totango in a different way than most, so this could be a reason why it doesn't seem as user friendly, but that really shouldn't matter. The other issue is that their help resources are lacking and often out of date, so it's hard to find information to help you learn.

Do you think Totango delivers good value for the price?

Not sure

Are you happy with Totango's feature set?


Did Totango live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Totango go as expected?

I wasn't involved with the implementation phase

Would you buy Totango again?


Help Desk resources are severely lacking. Support is usually quick to respond, but often has to bump up tickets to tier two which can be a much longer process. Often doesn't have a fix for up to a week or more. Bugs are common.
I am someone that usually can pick up on a new program/software quickly, but Totango (with our Salesforce integration) is not intuitive and it is hard to take the initiative to learn more when there are little to no resources available.
If you're using Totango out-of-the-box without adding the Salesforce integration and other customization, take this review with grain of salt. I can't speak for it in that case. However, in my experience, Totango is not user friendly, is hard to manage, and bugs seem to be very common. I have a very specific need for campaign management and have a lot of trouble finding the information I need to be successful.

Totango Feature Ratings

Product usage
Help desk / support tickets
Not Rated
NPS surveys
Not Rated
Customer profiles
Automated workflow
Internal collaboration
Customer health scoring
Customer segmentation
Customer health trends
Engagement analytics
Revenue forecasting
Not Rated
Not Rated
Role-based user permissions
Not Rated
Not Rated
Integration with
Integration with Marketo
Not Rated