Apologies but due to the very poor experience there is nothing I would want to mention here. I think the platform has a good potential and had a lot of 'learning resources', many of us professionals in the industry simply cannot spend this much time implementing everything and reading all articles. Avis collecté par et hébergé sur G2.com.
- No contact from support team - we'd been contacting the support team for over 3 months in terms of issues that appeared during our 'onboarding implementation process'. However, we've only got the automated emails that they have a high volume of tickets. Customer support is terrible.
- No contact from sales team - we wanted to get additional licenses for our colleagues (paid), viewers (paid) and onboarding (paid) but we have not heard back from the sales team for over 2 months. During the sales process it was end of July so I thought there's holiday period hence delay in responses. Contract was signed, however, access to platform was delivered to us 3 weeks later than promised. Then the contact with everyone just disappeared.
- Integrations ARE NOT working, they have internal issues / technical bugs on e.g. Mixpanel and could not fix this for us for 3 months (we had been contacting them every week but with no success) the issue is still there. Gmail is not integrated, only used via some uneffective Google Add-on. It's NOT easy to implement the platform. It's NOT easy to work with integrations. We wanted to use it on a daily basis, but without having key integrations integrated from our side, we couldn't do it.
Overall, please avoid this ''business'. Specialising in CX? I don't think so.
Please if you want to save yourselves time, resources, money and frustration, DO NOT choose Totango. Avis collecté par et hébergé sur G2.com.
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You can setup basically everything you need as a CSM in Totango - customer journeys, individual customer profiles fitting every industry, automations, task management, ...
Totango also offers a great range of integration options, which we use to both integrate into Hubspot and our own software hellomateo. Avis collecté par et hébergé sur G2.com.
There are quite a few things that are a bit buggy in Totango. Most of them do not fully mess with the functionality, but they just take away a bit of the fun using it. Boxes around clickable fields do not follow the same logic, segment filters can be difficult to work with.
While our experience with the support was generally really good, product feedback was not properly considered and often washed away saying things are "by design" like that. Avis collecté par et hébergé sur G2.com.
I love the dashboards to follow key information and organize my day about my clients. It helps me know who i need to contact, low active users, clients ready for executive business, keeping on top of tickets status and anyone needing additional support.
Building out the dashboards is super easy using the AND/OR boolean logic
I use it every day and have it open for every single client call. Avis collecté par et hébergé sur G2.com.
The usage doing go deep enough. I can see my clients are in the tool but not what they are doing in the platform enough to have enough actionable insights around what I can further help with for them.
I also find the Tasks difficult to manage and overwhelming. If you fall behind there is no way to bulk reset your tasks / delete old ones so that when you have annua or quarterly business reviews/resets for yourself to get organized, theres no easy way to even start leveraging them. Avis collecté par et hébergé sur G2.com.
Que vous pouvez ajouter des points de contact pour enregistrer les activités des clients mais avant tout que vous êtes capable d'ajouter des tâches planifiées, pour suivre le travail en cours et les promesses envers vos clients. Avis collecté par et hébergé sur G2.com.
Je ressens vraiment l'absence de notifications en temps réel dans votre boîte de réception (ou Team, Slack, etc.). Actuellement, vous ne recevez qu'un résumé par jour par mail. Il est quelque peu difficile de distinguer la différence entre la page de l'entreprise (globale) et la page du produit (sous-page), en ajoutant par exemple des tâches ou des contacts au niveau du produit, alors que nous avons décidé de tout garder au niveau global. Avis collecté par et hébergé sur G2.com.
Totango does a fantastic job of taking the data fed into the platform and using it to create a Health Score based on the parameters that I need. By using the data, campaigns and SuccessBlocs can be easily utilized allowing for plenty of customization. The workflows are easy to set up and implement across the whole team. When I have needed support, the team has been quick to respond with the right solution. Avis collecté par et hébergé sur G2.com.
The app itself can be a little clunky at times. For example, sending campaigns can often mean the formatting of the email changes/adjusts ever so slightly which doesn't match up with that of the email that was originally created. Improvements could be had here.
Improvements to reporting would be welcomed, particularly better options to see changes over time (how did NPS change from Date X to Date Y for example).
It'd be great to see more information from the Zendesk integration push into Totango. Currently it shows number of tickets whereas it'd be great to see the context of each ticket. It's not possible to use Totango fully as a central hub for information for us as this information doesn't push in.
Similarly, the integration with Gmail is weaker than competitors. It'd be great to get all emails sent to be synced into Totango and ones received, automatically. The process of bcc-ing or using the extension is a little clunky. Avis collecté par et hébergé sur G2.com.
We run a lot of proactive campaigns within Totango, the health score system helps us to track how engaged our client is with us.
Running different othe campaigns to target cleints under various projects.
The reporting and Dasboards also help us track our progress on not only these campaigns but also the accounts which are there within our production system.
It is easy to use and I use it on a daily basis for reaching out to the clients. Avis collecté par et hébergé sur G2.com.
Sometimes the data takes time to load, also had a small issue of integration of data from salesforce but this has been solved by the Totango support team as of now. Avis collecté par et hébergé sur G2.com.
It's easy to navigate the website and reach different pages. I like the general look of the page itself (white / green style) it's very nice and not overwhelmingly vibrant. I find the global templates secction useful, because this way I can share views/segments with my team members. I like that we can implement automation via the APIs and that we can send Totango touchpoints from Outlook directly. The segments filtering is greatly implemented. Avis collecté par et hébergé sur G2.com.
If we want to change assigned personnell in bulk (e.g. in 100 Accounts) we need to do it one by one from the web app.
Overall, I like Totango. Avis collecté par et hébergé sur G2.com.
I like that I can find all relevant data points about the customer - everything from current consumption levels to most recent interactions to upcoming tasks - in one consolidated view/ dashboard. Avis collecté par et hébergé sur G2.com.
I have tried a handful of other CS platforms, and Totango is my favorite. I don't have any complaints. I use it everyday. Avis collecté par et hébergé sur G2.com.
C'est l'un des rares systèmes qui s'intègre complètement avec nos différents systèmes (CRM, base de données, e-mail). Ainsi, je peux obtenir facilement toutes les informations importantes sur un client, sans avoir à consulter les autres systèmes. Un avantage supplémentaire pour moi est les outils intégrés qu'ils ont créés. Avis collecté par et hébergé sur G2.com.
Les éléments intégrés à l'application sont bons, et l'équipe est agréable à travailler avec. Cependant, cela semble encore bogué. Comme si l'intégration après l'achat de Lou Assist n'était pas entièrement terminée. Parfois, j'essaie de charger une expérience intégrée à l'application dans Totango et cela prend 2-3 minutes pour se charger. Avis collecté par et hébergé sur G2.com.
The platform is super easy to understand and I use it daily. We have specific training with our team to implement usage of the platform. Even if you're not tech-savvy, the layout is clear, and it doesn’t take long to get the hang of it. I like how Totango helps me keep track of client health scores. It makes it easy to spot any red flags early on and address them before they become bigger issues. The automation is a real time saver. It saves me in my team a lot of time from sending out mass communications to clients that can be done easily with tango. That probably would've taken me hours on my own. I love that Totango integrates well with other tools we use, like Salesforce and our internal platform. It just makes everything come together smoothly without needing to jump between multiple platforms. I love having everything in one place Avis collecté par et hébergé sur G2.com.
One issue I've run into is that sometimes other people's touchpoints end up showing on my account, and I’m not sure why that happens. It can be a bit confusing when trying to track all the interactions in one place, especially when it’s unclear who made the note or why it’s attached to my account. Avis collecté par et hébergé sur G2.com.
I love that the data loads quickly which is key when trying to get access to information quickly during meetings and for reporting. It has an intuitive setup process with integrations available where my zoom meetings recordings are automatically logged and transcribed, allowing me to easily revisit key meeting highlights and action plans. I have Totango opened as one of the staple browser tabs whenever I start my day, it helps me strategise and make data-driven decisions when planning my key action items for the day and week. Whenever I face any difficulties, I know exactly who to go to for help and the response time from the Totango support team is also very short. Avis collecté par et hébergé sur G2.com.
It will be great if I can minimise a touchpoint like a tab or email and get back to it easily without having to go back to the account page. Having it minimised acts like a reminder. Avis collecté par et hébergé sur G2.com.
