Great tool for Customer Success
November 24, 2020

Great tool for Customer Success

Yoann Nadjar | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

It used for all the Customer Success team both in our US and Israeli office.
We use it to manage our customers and keep track of everything in the customer management (calls, tasks, important information).
  • Tasks.
  • Connection with our software to understand the customer activity.
  • Fill easily all main customer information to see an overview of the customer information.
  • A better overview of the tasks/touchpoints history, sometimes can be hard to see.
  • Sometimes the system is slow.
  • A better app user experience to manage easier customers from the app.
  • Increasing the lifetime value of existing customer.
  • Better customer retention.
I used Salesforce (for customer management), it was too complicated, too many options so at the end of the day nobody in my company really used it as it should be.

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?

I wasn't involved with the implementation phase

Would you buy Totango again?

Yes

The two times I had to use Totango support (minor bugs) they fixed the issue in 12-16 hours which is a little bit long but acceptable.
Very user experienced.
Well suited:
- Daily customer management (tasks).
- Handover of customer to other account manager.
- Understand a customer issue if the account manager left or is OOO .

Less suited:
- Handoff from sales/ customer success - No integration with our Sales/ billing software (Zoho).

Totango Feature Ratings

Product usage
8
Help desk / support tickets
9
NPS surveys
9
Customer profiles
10
Automated workflow
7
Internal collaboration
10
Customer health scoring
10
Customer segmentation
10
Customer health trends
9
Engagement analytics
10
Revenue forecasting
8
Dashboards
10
Role-based user permissions
9
API
8
Integration with Salesforce.com
Not Rated
Integration with Marketo
Not Rated