Totango Reviews & Product Details

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. Review collected by and hosted on 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. Review collected by and hosted on G2.com.

That you can add touchpoints to log client activities but first and foremost that you are able to add set up scheduled tasks, to keep track on the current work and promises towards your clients. Review collected by and hosted on G2.com.

I really miss real time notifications in your inbox (or Team, Slack, etc.). Currently you only get a mail summary per day. Somewhat hard to distinguish the difference between the company (overall) page and the product (sub) page, adding e.g. tasks or contacts on a product level, while we have decided to keep everything on the overall level. More and smarter ways of automized tracking of touchpoints. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on G2.com.

It's one of the few systems that integrates completely with our different systems (CRM, Database, email). So I can get all the important information about a customer easily, without having to reference the other systems. Added bonus for me is the in-app tools they've created. Review collected by and hosted on G2.com.

The in-app stuff is good, and the team is good to work with. However, it does still feel buggy. Like the integration after they purchased Lou Assist isn't fully done. Sometimes I will try to load an in-app experience within Totango and it takes 2-3 minutes to load it. Review collected by and hosted on 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 Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on G2.com.

I really appreciate Totango’s ability to view, organize, and sort different data points efficiently. The platform makes it easy to segment and analyze customer data, helping to track engagement, health scores, and key metrics in a clear, actionable way. The customizable views and filters allow for seamless organization, making it simple to focus on the most relevant insights. Overall, Totango provides a powerful way to manage customer relationships with data-driven clarity and efficiency Review collected by and hosted on G2.com.

One thing I find frustrating about Totango is that folders get saved to Segments rather than automatically appearing in the 'My Folder' tab. Improving this functionality would make the organization even more seamless. Review collected by and hosted on G2.com.