Great for Insight and Taking Action on Engagement and Customer Happiness
Updated June 14, 2021
Great for Insight and Taking Action on Engagement and Customer Happiness
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Totango
We are using Totango across our Customer Success department to monitor success metrics, stay organized, and ensure continuity and consistency across all of our Customer Success Managers. It allows us to pull data from our system into Totango, and set certain event triggers so that we can take actions with our customers. We are alerted when engagement falls, triggering a set of actions that we can complete to re-engage the customer. On the flip side, we have visibility into highly engaged and active accounts so that we can reach out to use them for case studies, referrals, and as references. Overall, it gives us the tools we need to better serve our customers and leverage the data we are already collecting.
- The ability to segment data is huge. It is all dependent on the data you send in, but once the data connection is made, it is amazing to be able to see different segments of accounts.
- SuccessPlays are crucial. Before we were using a spreadsheet for cadence and outreach to customers, but being able to have these automatically populate into the workflow is such a timesaver and eliminates some of the manual mistakes.
- The data modular is super powerful. It allows us to create custom attributes and pass those into the system. There is also a wide array of integration methods.
- I do wish there were a more comprehensive onboarding process for the free version. There are a lot of resources provided, but it is hard to know where to start.
- The system is very powerful and requires a lot of upfront investment to get started.
Before using Totango, we only had rudimentary tools to measure engagement and to make sure we were had good communication with customers. The process was very manual and time-consuming to see check on the engagement of a customer. With Totango, not only are these metrics very easy to see, but it makes it very easy for us to take action on the numbers we see. It also ensures everyone is taking the same actions so that we are ensuring our customers are being taken care of well.
- Since using Totango we have seen our engagement numbers go up as we are better able to identify the groups that are struggling.
- We have also seen an increase in retention as we are more consistent in messaging and not missing any data.
One thing we were really focused on when looking to implement Totango was consistency in a high level of service. We wanted to ensure that all of our customers were being taken care of well. Totango has given us the ability to do that. We also wanted a way to make sure we were able to see engagement in realtime and quickly, in order to take action. Totango makes this super easy.
The only other product we seriously looked at was Gainsight. It had all the features we were looking for, but the high price tag deterred us. As a startup, we want to ensure that we are lean and utilizing our resources in a smart way. The ability to start building out Totango on the free community version was a huge plus and a great tactic I believe on their part.
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