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Totango review by manager of CSMs
November 21, 2020

Totango review by manager of CSMs

Sabrina Kis | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

Totango is used primarily by our small Customer Success Management team. The CSMs use it on a daily basis to track communication with Customers and monitor Customer usage. The company at large uses Totango to provide data on Customer "health".
  • Totango has great Customer Service. I feel like it never takes long to get someone on the phone with us or help us with basic customer support.
  • Totango is always coming out with new features and they communicate well about those features.
  • Sometimes the UI changes are not necessarily intuitive. For example, I was looking how to tag individual users today in Totango and couldn't figure it out for over an hour. One of my teammates had to help me find it.
  • This is hard to say because the positive impact is anecdotal right now. I wish there was a way to give more quantitive data on Totango's impact on ROI.
ChurnZero and Gainsight we've demoed
ChurnZero = very basic, not enough
Gainsight = too much for the size of our company right now, but has very impressive features!

Do you think Totango delivers good value for the price?

Yes

Are you happy with Totango's feature set?

Yes

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?

Yes

Would you buy Totango again?

Yes

Overall, Totango Support is great. There was a time period where there was some transition with our Account owner and it felt like nobody reached out to us to let us know. Now we have a very responsive point of contact and this is much better.
We're using it with little to no issues!
I wish that Totango had a little bit more robust ways of measuring health and that you could easily look back at health at any given time period. For example, Customer exits onboarding - what is health at that point? Customer churns - health then?

Totango Feature Ratings

7.5
Product usage
8
Help desk / support tickets
7
7.7
NPS surveys
7
Customer profiles
8
Automated workflow
8
Internal collaboration
7
Customer health scoring
8
Customer segmentation
8
6.5
Customer health trends
7
Engagement analytics
6
Revenue forecasting
6
Dashboards
7
6.0
Role-based user permissions
6
7.0
API
7
Integration with Salesforce.com
7
Integration with Marketo
Not Rated