Avis et détails du produit de Totango

Ease of setup and implementation & integrations. We are currently building out our Customer Success organization and were looking for a tool that was easy to get up and running quickly. The native integrations made it easy to ingest data from multiple sources into a single tool. Avis collecté par et hébergé sur G2.com.

The only thing I disliked was the self-onboarding. While I was able to get Totango up and running, I feel like we're missing out on understanding ALL of the features that are at our disposal, and not understanding if we are setting ourselves up for success the way we are thinking of using the system. Avis collecté par et hébergé sur G2.com.

En tant que Customer Success Manager (CSM), Totango est un outil essentiel sur lequel je compte chaque jour. Il est devenu une partie intégrante de mon flux de travail quotidien, m'aidant à rester organisé et concentré sur ce qui compte le plus : offrir des résultats exceptionnels à nos clients.

Totango me permet d'accéder facilement aux informations sur les clients dont j'ai besoin pour gérer efficacement mes comptes. Que ce soit les scores de santé, les plans d'action, ou les tâches et suivis, Totango fournit une vue d'ensemble qui m'aide à tout maîtriser. Il me donne toutes les informations dont j'ai besoin pour favoriser le succès et garantir que nos clients tirent le maximum de valeur de nos solutions. Avec toutes ces fonctionnalités sur une seule plateforme, il rationalise mon travail et garantit que je travaille toujours avec les informations les plus récentes.

Lorsque j'ai besoin d'enregistrer quelque chose dans Totango, le processus est incroyablement fluide. Il n'est pas nécessaire de passer à mon navigateur ou de jongler avec plusieurs onglets. Je peux simplement transférer les e-mails pertinents au compte client associé directement dans Totango. Cela élimine les étapes inutiles et me fait gagner du temps, me permettant de rester efficace. De plus, si je suis en déplacement ou que je travaille à distance, je peux continuer à exploiter toutes les fonctionnalités de Totango via l'application, me permettant de rester connecté et productif où que je sois. Cette flexibilité garantit que je ne manque jamais un battement, que ce soit au bureau ou en déplacement. Avis collecté par et hébergé sur G2.com.

Dans notre organisation, tous les utilisateurs n'ont pas l'opportunité de participer à un appel avec un Customer Success Manager (CSM) de Totango, ce qui peut parfois limiter l'accès à des informations et un soutien précieux. En conséquence, il y a une opportunité d'explorer d'autres moyens pour s'assurer que chaque utilisateur puisse bénéficier des connaissances et de l'expertise que Totango offre. Je crois qu'il serait très précieux si Totango pouvait partager des informations, des meilleures pratiques et des ressources pertinentes de manière plus évolutive. Cela pourrait être fait en dehors des moments spécifiques où une organisation s'engage directement avec Totango, permettant aux utilisateurs d'accéder à des informations utiles à leur convenance. En offrant ces informations par le biais de canaux facilement accessibles, tels que des webinaires, des tutoriels ou des centres de connaissances, Totango pourrait s'assurer que même ceux qui n'ont pas d'appels directs avec un CSM puissent encore acquérir des connaissances précieuses pour améliorer leur expérience et leur succès avec la plateforme. Cette approche non seulement autonomiserait les utilisateurs mais favoriserait également une adoption plus large des meilleures pratiques, générant une plus grande valeur pour les organisations dans leur ensemble. Avis collecté par et hébergé sur G2.com.

I love viewing my health score. Every day, I can log in and very easily see what accounts are doing great and what accounts I need to give more love to. Also, the support team at Totango has been amazing at setting up Demos for our team whenever needed. Avis collecté par et hébergé sur G2.com.

I don't have any downsides or issues with using Totango - I highly recommend it! Avis collecté par et hébergé sur G2.com.

It has a nice interface. When set up correctly, it works well. Fast customer support response. Avis collecté par et hébergé sur G2.com.

The reporting section of Totango does not have a Date Range feature. Yes, you read this right: you cannot filter the last 7 days, compare the month to month, and so on.

Missing the capability to create an automation chart/workflow with delay and so on. Avis collecté par et hébergé sur G2.com.

A good CS platform that is easy to use. I rely on it heavily for my daily job function as a CSM. I love the segmentation feature to get a clear view of whatever I want to focus on. Campaigns are fun and easy to design. The product roadmap for 2025 has some exciting developments. Avis collecté par et hébergé sur G2.com.

Some integrations fail or take too long to implement, and customer support hasn't been the most responsive. We used to have a dedicated CSM but since the Catalyst merger there has been a lot of restructuring that seems to have left us behind. I'm hopeful that the new direction of the company will put the focus back on heping its customers now that they seem to have settled. Avis collecté par et hébergé sur G2.com.

I am not an admin so its hard to say what's set up by the company and whats limited by Totango, but the overall experience isn't bad. There seems to be nearly endless customization but with how our company is setup its more of an annoyance than a benefit. Overall I would say the customizations are the selling point rather than its native out of the box epexerience. Avis collecté par et hébergé sur G2.com.

Everything we do in this program seems like it would be much easier to just do in our native CRM Salesforce. The communications aspect and logging activity is incredibly limited and annoying. Salesforce logs all activity though API and this thing can't track any of our activity automatically. Everything is manual logging so what ends up happening is next to nothing is tracked. There's also a 2000 character limit for emails so even when you try to manually log a communication most of them can't because 2000 characters is like a 3 reply email. Avis collecté par et hébergé sur G2.com.

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.

I like how you can see the broad picture of engagement. Avis collecté par et hébergé sur G2.com.

I wish usage had a little bit more detail. On Salesforce, you can see the amount of time a user spent on a website, as opposed to just having an "active day". The details of that are very broad. I also wish you coud create a sequence of multiple touchpoints like in Hubspot. Avis collecté par et hébergé sur G2.com.

I like that I can centralize all my customer information in one platform. Totango is our source of truth when it comes to customer contracts/renewal dates/key contacts/contract values and communcation history. Avis collecté par et hébergé sur G2.com.

The platform isn't as intuitive as I would expect, coming from a SaaS company myself. There are plenty of help videos available, but because the platform offers so much, there is a lot to navigage and learn. Avis collecté par et hébergé sur G2.com.

I've been using Totango for a while now, and it has been a game-changer for managing customer success. The platform is intuitive and packed with features that make tracking customer health, automating workflows, and driving engagement much easier. I love how customizable it is, allowing my team to tailor it to our specific needs. The real-time insights have helped us stay ahead of potential issues and improve our retention rates. If you're looking for a powerful and user-friendly customer success tool, I highly recommend giving Totango a try! Avis collecté par et hébergé sur G2.com.

Learning Curve can take a while.

Limited Integrations.

Reporting Limitations

UI can feel clutterred. Avis collecté par et hébergé sur G2.com.