Item: Totango
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Currently our Customer Success and Onboarding teams use Totango, and we will soon be opening it up for our Product, Sales and Marketing teams to use certain features and access customer data. It allows us a centralized place to view customer communications and progress, through the multiple ways they might interact with our team and product.

Pros and Cons

Centralizing communication - I can see all the emails sent to a customer from me or my colleagues, as long as they bcc Totango.
Tracking activity - while our team has not fully implemented this feature yet, it is one of the main strengths of Totango to be able to see the actions of your customers in your product
Segmentation - you can pull segments of customers or users so easily based on pretty much anything you can think of, and share them with others.

Ease of integration with our product - the reason we haven't fully used this feature is it has to be integrated by a developer.
In-app messaging - we can send emails based on user behaviour, but I would like to be able to send them messages in the product.
The knowledge base is sometimes hard to search and use, there are multiple articles that seem to cover the same topics, and I often find myself viewing 2 or 3 articles before I find the right one.

Return on Investment

Reduction in cross departmental questions (eg: has this customer put in any tickets? when did we last contact customer x?) because all the info is centralized.
Can't say tangibly that it has helped in retention, but anecdotally we feel a much better sense of which customers are at risk because of their health, or lack of usage, etc. There are far less surprises.

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?

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

Likelihood to Recommend

Well suited to centralize information, see a customer's full picture of health (based on criteria you define) as well as a segment or portfolio's entire health and performance.

It's perfect for those who manage multiple customers and might not talk to them all very often - so Totango always has the history and reference.

I do also assume it is great for tracking product usage, but our team hasn't fully implemented that feature yet.

I can't really say situations where it hasn't worked - though the communication to customers is limited to email, so if you are looking for in app communication, this may not be a fit.

Customer insights are within reach (with a bit of developer help)

Overall Satisfaction with Totango