Item: Totango
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

It is currently used by our Team for our daily contact with customers. It helps monitor our accounts usage, updates, and campaigns across the entire CSM team which is a big help for everyone. It is nice at it could be connected to another CRM platform like SFDC and Zendesk. Kudos to Totango for being flexible :)

Pros and Cons

Totango is flexible. It has shortcut to access another CRM like SFDC.
Ease of access as the customers' details are in one place.
Allows collaboration as another member of the team can create/assign tasks on my behalf.

Usage information is not real time
If a customer is not added as apart of the company, even with the same email domain, the bcc in the email will not be auto-logged in the touchpoint.
Once I added a touchpoint like Training, it does not give me an option to edit it afterward.

Return on Investment

Better customer retention.

Key Insights

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?

Yes

Did implementation of Totango go as expected?

Yes

Would you buy Totango again?

Yes

Likelihood to Recommend

I give Totango a 10 as it is very helpful in maintaining a good business relationship with the customer. Like if they open a support ticket in Zendesk, it will also reflect in Totango. So I can go check the ticket and add myself as a follower so that I could have visibility on the ticket and make sure we arrived at a resolution. Even if I am not cc'd in the customer's email to Support, I was still able to help them and make them feel they are not alone.

"We have it all for you"

Overall Satisfaction with Totango