Everything you need for proactive customer success
December 03, 2020
Everything you need for proactive customer success
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Totango
Totango is used by our customer success department. We work daily in Totango with tasks related to our existing customers. In Totango we have all the data and abilities we need to be able to provide our customers with proactive follow-up. For example, we import all the necessary data from our CRM system (Hubspot) to provide our CSMs with an overview of their customers.
- They listen to customer feedback and have several product releases with new, exciting features each year.
- When you need help, you are never alone. Whether you need support, customer success advice, or more technical help from an engineer, you always get it.
- Totango makes it possible to work proactively with customer success--with features like SuccessPlays that can trigger tasks automatically based on a set of rules.
- Email campaigns that can also trigger automatically.
- The fast pace of new features can sometimes be a con--for users who take time to learn a new feature and then the look or behavior of the feature is changed again.
- Some features are quite demanding to implement, such as revenue center, for example. In order for me to set up all the features in Totango, I would have to dedicate a lot of time to it.
- We miss the ability to automatically update attributes based on segmentation, for example.
- We have created a whole new onboarding experience for our customers, which scores 5/5 after the first year!
- We are able to track churn and import data about why they churned to analyze it and find ways to reduce it.
- We can get actual data on how a new feature we implement in our product is being used and adopted.
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