I'll To-Tango with you
December 01, 2020

I'll To-Tango with you

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

Overall Satisfaction with Totango

Totango is being used as the primary CRM for our customer success team and support team. We use it in conjunction with our own admin page and Zoho subscription. Overall we gather usage data and the biggest issue is the accuracy of the usage data coming into Totango. I would like to be able to pull further actual usage than just clicks within our software.
  • Success plays. i love them. I am constantly making new success plays to help scale our team.
  • Tasks overall allow for a lot of detail and i enjoy the customization.
  • The ability to make campaigns is super important and convenient.
  • Although I love the ability to make campaigns I think there should be better customization and layouts.
  • Notifications are excessive.
  • The ability to copy and paste works sometimes not always.
As someone who strictly used Salesforce in the past, I like how Totango is directed for post sale not presale. The ability to make tasks and create a timeline of a customers life is extremely beneficial especially when passing clients to new CSM's or when someone leaves the company and we need to introduce a new CSM.
  • Being more proactive with customers and less reactive.
  • Customer retention is much easier.
Totango has better usage customization and overall better user experience.

Do you think Totango delivers good value for the price?


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?


Overall they always respond within a few hours and are fairly easy to get a hold of.
It's very easy to get the hang of and jump into without a lot of training.
Totango is great for our CSM team who takes over right after the sale is closed. any situation in which there is more of a blurred line between sales and CS hand off, Totango is not as useful or clean.

Totango Feature Ratings

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