Totango: A Great Tool for Client Segmentation at Scale!
August 20, 2021
Totango: A Great Tool for Client Segmentation at Scale!
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Totango
The client services team within our business unit uses Totango primarily for three things: to help monitor our client's activity and engagement metrics on our platform. Using those metrics, we've been able to create automated campaigns/client touchpoints, reducing the amount of repetitive manual work our team has to do. We also use Totango for marketing efforts, sending campaigns to announce new features/updates to our clients, oftentimes sending announcements only to the segments of clients the update pertains to - Totango makes this so easy to do! To conduct NPS surveys quarterly - this feature provides another way we can keep a pulse on our client's sentiment and get feedback from them in an easy, scalable way. We often see the clients, who haven't been receptive to other forms of asking for feedback, submit it here as it's quick/easy for them to do and they are able to provide the feedback to us in an indirect way.
- It does NPS surveys well.
- It does segmented campaigns well as the different activity/engagement filters you can apply to a campaign make it easy to target specific groups in a scaleable way!
- It provides the ability to store the history of client touchpoints in one place making internal account management transitions much easier.
- I would like to see improved engagement metrics as the few timeframe options provided can be limiting and don't always match up with our client lifecycle.
- I would like to see improved health scores. I would love to see the option to have set some requirements/metrics as "or" options for "good" health. Currently, you can only make them "and" options, which can be very limiting. For example, we'd like to be able to say clients that meet X and Y OR X and Z engagement metrics are in good health.
- Ability to collect client feedback in a new way via NPS
- Easily announce updates and new features to clients
- Client activity segments with triggers to let us know that account needs attention
- Streak
We use both tools for managing different parts of the client lifecycle.
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?
Yes
Would you buy Totango again?
Yes
Totango Feature Ratings
Using Totango
Sales and CSM
2 - We have unofficial in-house support through our marketing director and marketing manager. We designated them as the go-to person for this particular tool, so they were tasked with learning the ins and outs of it to be able to help support other team members as needed.
- Managing clients at scale
- Collecting client feedback via NPS
- Automated campaigns based on activity/engagement metrics
- Adding feedback survey directly to a campaign
- Engagement-based campaigns with more advanced segmentations
Evaluating Totango and Competitors
Not Sure
- Product Features
- Product Usability
I was not involved with the initial purchase of Totango, but when we evaluate whether to keep it each year features and usability are two areas that help our team justify the spend.
We wouldn't change anything.
Using Totango
| Pros | Cons |
|---|---|
Like to use Easy to use Technical support not required Well integrated Quick to learn Convenient | Lots to learn |
- Campaigns
- Logging touchpoints
- NPS survey
- Adding/removing tags on accounts
- Getting logged out all the time