Totango Reviews & Product Details

The user interface is friendly and not very complex. It enables me to track my customers' health score with multiple parameters defining the health score. It is also very well integrated with SFDC; the contact sync while triggering campaigns and to send outreaches is seamless. Any communication with customers through SFDC is also tracked. All in all, it's an easy to use and a powerful tool for Customer Success folks! Review collected by and hosted on G2.com.

Champion counts take time to update/reflect in Totango from SFDC. Review collected by and hosted on G2.com.

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. Review collected by and hosted on 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. Review collected by and hosted on 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. 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.

I use Totango every single day as part of my job as a Customer Success Manager, and have done so for more than 3 years.

The customer overview page is by far my favorite thing about Siteimprove - having a lot of key information available with one click, right at the top of the screen.

I also like the touchpoints system - it's quick and easy to store key customer interactions, as well as browse through them later on.

The segmentation features and the ability to store segments is also very flexible and easy! Review collected by and hosted on G2.com.

I wish the customer overview page was more flexible to the end user / CSM. Sometimes I want to move widgets around based on personal preferences or individual customers, which isn't possible. The system is also quite rigid when it comes to updating contact information and key contacts per customer, making data hygiene a bit of a pain.

One of my biggest gripes with Totango is how it fails, in my view, to integrate the task system in an easy-to-use way. I feel like there are way too many steps associated with creating tasks, managing them, etc., and they are not visible enough to use, which is a shame because the feature has so much potential to help CSM's cover all their to-do's and reminders.

Another big gripe is the lack of a native integration with Freshdesk. We used Zendesk before and it was seamless to bring across tickets, but not so much for Freshdesk, which means I have to go to several other systems for visiblity into a customer's current issues and possible pain points with Support. 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.

Totango makes it incredibly easy to navigate and find relevant client and account information in just a few clicks. The intuitive interface allows for seamless access to key data, making it simple to stay informed about account health. I also appreciate the flexibility in filtering and segmenting data, which makes it easy to slice and dice information based on specific criteria. Additionally, the automated risk signals are a valuable feature, providing proactive insights that help prioritize accounts and address potential issues before they escalate. Overall, Totango streamlines account management and enhances efficiency. Review collected by and hosted on G2.com.

I wouldn’t necessarily call it a dislike, but the account environment setup is primarily managed by Admins, which means workflows and processes have limited customization at the user level. While this ensures consistency across teams, it can sometimes limit flexibility in tailoring views or workflows to individual preferences, depending on how the system is configured. That said, the structured setup helps maintain alignment across the organization. Review collected by and hosted on G2.com.