Item: Vitally
Rating: 7
Author: Verified User

Overall Satisfaction with Vitally

Use Cases and Deployment Scope

My use of Vitally is to manage my customers. Our Vitally is integrated with different sources like Gong, Salesforce and Quip.
I use it to track all my customers and manage the activities I perform for them like: health score management, dasboard related to their usage of our product as well as keep track of meetings, success plans and so on.

Pros and Cons

Pros

Integrations with other sources
Dashboards easy to build
Quick research of info

Cons

New menu tree tricky to use
Building dashboard is easy but sometimes tricky to do them quickly
Different panles sometimes not well organized in the UI

Return on Investment

Positive Customer Onboarding and Progress Tracking
Good tracking of customer relationship management
Customer onboarding, adoption, and satisfaction

Usability

Using of this tool I have improved customer satisfaction tracking and reduced churn rates by ensuring tasks are completed within set timeframes. Customer Sentiment analysis is also very important for me as well as the good project tracking and alignment across Product, Engineering, and Sales teams. This leads to more efficient collaboration and project completion.

Alternatives Considered

Gainsight CS and Totango

Advantages of Vitally are most on the Customer Onboarding and progress tracking. For example Vitally has a structured approach that helps us to keep track of customer satisfaction and work on the reduction of churn rates. It also has a graphical timeline interface providing valuable insights into customer sentiment and platform usage patterns Leat but not last Vitally has facilitated better project tracking and alignment across teams.

Key Insights

Do you think Vitally delivers good value for the price?

Yes

Are you happy with Vitally's feature set?

Yes

Did Vitally live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Vitally go as expected?

I wasn't involved with the implementation phase

Would you buy Vitally again?

Yes

Other Software Used

Gong, Atlassian Confluence, Oktopost

Likelihood to Recommend

I use Vitally to manage my customers and what I like the most is the way of updating CS Account Sentiment based on significant changes in customer experience as well as track project progress and ensure that all team members are aligned providing good insights. Some limitations of the product maybe a way of sending automated communications to customers and some not easy way to manage the UI menu.

Vitally Feature Ratings

Comments

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Vitally good tool for CS to manage customers