Totango is a must have for SaaS Businesses
January 28, 2022

Totango is a must have for SaaS Businesses

Diego Quirós | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

Totango is an integral part of our organization. Before Totango, we used a mix of Google Sheets and Zapier to fill out documents to track the progress and health of our users but that wasn't manageable nor scalable. Once we implemented Totango, it changed completely how our Customer Success Operates, how we measure the performance of our agents and how good or bad are we at proving value for our customers. A year after we started using Totango, we have now implemented it across our Onboarding, Adoption, and Nurturing phases and we love it. In the near future, we'll be adding new types of customers so they can benefit from being in Totango.

Pros

  • Tracking customer's health.
  • Visualizing progress between customer journey stages.
  • Being a hub of information for different sources.

Cons

  • Having a more robust reporting platform.
  • A more robust orchestration of communication campaigns. Being able to connect them more easily.
  • In-app messaging.
  • Improving Zoe licenses features.
  • Being able to translate Totango's user interface to Spanish.
  • Proactive retention of customers due to decline in health.
  • Increased new MRR due to referrals.
  • Better tracking of NPS.

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

Totango is a must for any company with a SaaS model. Our day-to-day basis has been flipped over and changed since we started using Totango and even though, we are just starting to implement more Customer Journey Stages, we're now starting to see how that impacts the revenue coming from upsells and proactive retention with the help of the NPS SucessBloc.

Totango Feature Ratings

9.0
Product usage
9
Help desk / support tickets
Not Rated
8.5
NPS surveys
7
Customer profiles
9
Automated workflow
8
Internal collaboration
10
Customer health scoring
8
Customer segmentation
9
7.3
Customer health trends
9
Engagement analytics
6
Revenue forecasting
Not Rated
Dashboards
7
9.0
Role-based user permissions
9
10.0
API
10
Integration with Salesforce.com
Not Rated
Integration with Marketo
Not Rated

Comments

  • Lorena Fikes | TrustRadius Reviewer
    Lorena Fikes
    (Vendor Representative) commented 3 years ago
    Thank you for the excellent review and for taking the time to share your feedback. We’re delighted that you’re getting value from Totango and appreciate hearing from you. We are always open to hearing from our customers for ways to continue to iterate and improve the platform and would love to hear your ideas - they can be shared with our team and added to our product wishlist: https://support.totango.com/hc/en-us/community/topics/360001294011-Product-Wishlist. Best, Lorena
  • Lorena Fikes | TrustRadius Reviewer
    Lorena Fikes
    (Vendor Representative) commented 3 years ago

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