Everything you need for proactive customer success
December 03, 2020

Everything you need for proactive customer success

Anonymous | TrustRadius Reviewer
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.
Totango has a lot of the features that Gainsight has, but it's a lot cheaper.
Planhat was a good alternative to Totango a year ago, but Totango made a lot of improvements the last year that make it hard to compete with them (in my opinion).

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

I've never come across a more customer-focused support function. I always get quick and relevant solutions to my questions and problems. I am super impressed with the fact that they always have a "yes" attitude--they really help with everything. For example, they have an awesome CS engineer who's helped us with issues we thought we would have to figure out ourselves (like imports, integrations in other products, etc.).
For an average user, it may be a bit complicated at times. But I think they are focused on making advanced features as user friendly as possible.
I would recommend Totango for customer success teams. We are just a small team with five people, but there are a lot of features that make it easy to have larger CS teams as well. In my opinion, it's the CS tool that gives us the most value for the price. I was a bit sceptic about a year ago, but in 2020, they have really stepped up their game and created some really good features and product enhancements.

Totango Feature Ratings

Product usage
9
Help desk / support tickets
5
NPS surveys
8
Customer profiles
10
Automated workflow
8
Internal collaboration
10
Customer health scoring
9
Customer segmentation
9
Customer health trends
9
Engagement analytics
9
Revenue forecasting
7
Dashboards
8
Role-based user permissions
9
API
9
Integration with Salesforce.com
Not Rated
Integration with Marketo
Not Rated