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Totango - A Very Helpful CS Tool!
August 17, 2021

Totango - A Very Helpful CS Tool!

Faith Thomson | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

It is used by the Customer Success department across all regions. It helps with logging customer communications and reporting.
  • Attractive UI
  • Customisable
  • Detailed
  • Synchronization of data with other apps (e.g. Salesforce)
  • Limited number of users on certain plans
  • Sometimes difficult to navigate
  • It has increased the ease of contacting customers en masse.

Do you think Totango delivers good value for the price?

Not sure

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

Salesforce Lightning Platform (formerly Salesforce App Cloud)
It's well suited for some reporting, but the unreliability of the synchronization of data makes it difficult if recent data is required. This also means that we cannot use Totango for some campaigns, as they rely on this up-to-date data. It would be good to integrate Totango with Gmail in order to make adding touchpoints even easier.

Totango Feature Ratings

8.0
Product usage
8
Help desk / support tickets
Not Rated
4.5
Customer profiles
4
Automated workflow
6
Internal collaboration
Not Rated
Customer health scoring
2
Customer segmentation
6
5.0
Customer health trends
2
Dashboards
8
5.0
Role-based user permissions
5
3.0
Integration with Salesforce.com
3