Totango for the win...
Updated March 03, 2023

Totango for the win...

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

Totango enables my Customer Success team to see all of our customer data in one spot. This provides a much more comprehensive view of customer health scores and allows us to make educated and more automated decisions regarding how to best help our customers. Totango's automated success plays help facilitate a clean best practice for my team to follow so that we can ensure all customers are receiving a consistent approach and the right level of touch. The customer data hub makes it very easy to integrate with external data sources and the onboarding team was very helpful during the implementation stage.
  • Customer health profiles are able be configured to accurately assess health for the different types of customers that we work with. Customers don't have to fit into the same box.
  • Onboarding was very comprehensive and really helped make sure I was set up and ready to go live with my team on day 1. They proactively worked through any issues/ questions that came up.
  • Totango made it really easy to support a multi-tiered customer hierarchy and have all their scores and data roll up into parent accounts. This was essential as we work with different business units that subscribe to our various products.
  • Jira integration could stand to improve a little. I was easily able to get my list of tickets to pull into Totango but was told Totango wouldn't be able to summarize that data so I can see the overall number of tickets for a customer. Instead, I was required to create a manual process to create this data and upload it each week.
  • I strongly believe that churn will be reduced long term.
  • The customer experience will improve and customers will realize even more value in our tool as the CS team leverages Totango to interact with customers.
  • The CS team will spend less time on silly admin work and more time engaging in meaningful interactions with the customer.
Totango had a much cleaner UI and was much more affordable for a small company. Totango also looked like it would be more straightforward and easier to use for my customer success team. Other companies didn't handle the multi-level customer hierarchies as cleanly as Totango and this was a big selling point for me.

Do you think Totango delivers good value for the price?


Are you happy with Totango's feature set?


Did Totango live up to sales and marketing promises?


Did implementation of Totango go as expected?


Would you buy Totango again?


Any company with a growing customer base and CS team should be leveraging data. The more access to clean data (Jira, product usage, account records, CRM) the more powerful you can make Totango. My recommendation would be to find ways to utilize this data prior to Totango so you have a better understanding of how you are looking to configure Totango, Having a clear understanding of your customer journey prior to onboarding Totango is crucial.

Totango Feature Ratings

Product usage
Help desk / support tickets
NPS surveys
Not Rated
Customer profiles
Automated workflow
Internal collaboration
Customer health scoring
Customer segmentation
Customer health trends
Engagement analytics
Revenue forecasting
Role-based user permissions
Integration with
Not Rated
Integration with Marketo
Not Rated

Using Totango

6 - As the head of customer success I use Totango daily and I have a team of 4 customer success analysts using Totango as well. Once we get fully up and running I will be getting our head of sales more involved as well. I believe Totango will provide useful information regarding at risk customers and recent activity that the sales team will be able to leverage in upsell opportunities.
1 - Totango has been easy to use and so far this doesn't seem to be a huge need. As the head of customer success I am the site admin for Totango. I have overseen the implementation and have been able to get the majority of information required without much additional resources from our engineering team. I work for a data analytics company so I am very comfortable with data and configurations and this has likely made a difference.
  • Customer Health Scores
  • Automate task generation
  • robust customer journey mapping
  • I am looking forward to being able to use Totango for some email campaigns
  • Looking forward to implementing surveys as well.
  • Utilizing survey scores in my customer health
I would be very disappoint if I was not able to renew. Goal is to renew.

Totango Support

Overall, I am happy with the support that I receive. In the end, all of my issues are resolved, but sometimes the process seems inefficient. For example, occasionally I am directly to general knowledge base articles on subjects that don't address my specific question. Additionally, it can be hard to communicate nuanced questions or issues and their resolution via email. However, since there appears to be no option to call the support team a few extra rounds of emails may be required to arrive at the answer.
Quick Resolution
Good followup
Knowledgeable team
Kept well informed
No escalation required
Immediate help available
Quick Initial Response
Problems left unsolved
I don't think I purchased premium support. I am not sure that I was aware that premium support was available. Either way, I don't run into so many issues that such as service would likely be required. My issues or questions are typically found during periods where I am working to configure and utilize new aspects of the product. Outside of that, the system runs smoothly and has no hiccups.
I was trying to set up Zoe and was not having much luck despite read the knowledge base article. I was able to successfully turn it on and integrate with Slack, but wasn't getting any success with responses.

I reached out to the support team and they talked me through the process to make sure that all the pieces were set up correctly and provided the missing info regarding publishing my segment as visible for Zoe..