Totango Reviews & Product Details - Page 20

I like th ereminders, successplays, and tasks

The health scores that we have are also very useful and that everything links back to saleforce is good too Review collected by and hosted on G2.com.

Sometimes it seems like the salesforce sync takes a while Review collected by and hosted on G2.com.

I am a brand new user to Totango but after one training session with your staff it appears to be very easy to navigate, sort, see what's is due. I am looking forward to utilizing Totango along with my team for the onboarding of new clients. Review collected by and hosted on G2.com.

At this point in time, I have not found any. Review collected by and hosted on G2.com.

- Create Columns

- Add TouchPoints

- Outlook Add-in Review collected by and hosted on G2.com.

- Very Manual

- Need to feed it every single information

- Not user friendly

- Doesn't integrate with FreshDesk to track Support Tickets Review collected by and hosted on G2.com.

We have leveraged several of Totango’s tools to power our communication programs

Goals provide an additional way to visualize, track and measure the impact of your campaigns by tracking if desired outcomes were acted upon.

We have leveraged the responsive beautiful library of templates covering various scenarios to elevate our communications.

With action based and time based triggers, along with segmentation which allows you to define customer groups, communications are specific and targeted. We have seen engagement double by moving towards this model.

We have inserted custom data points both within subject lines and content when appropriate to create a more personalized experience. Review collected by and hosted on G2.com.

There are a few more added functionalities I would like to see in Totango's Campaigns feature. For example, more robust reporting, A/B testing, customize surveys, host assets such as images and PDFs, and the capability to build customized landing pages.

I think with those added functionalities, my team can make data driven optimizations and provide a richer more holistic digital engagement experience. Review collected by and hosted on G2.com.

The interface is intutive to write my touchpoints and create segmentation for reporting Review collected by and hosted on G2.com.

It is hard to filter and find specific touchponints based on different categories

it is not possible to create my own dashboard Review collected by and hosted on G2.com.

It has great flexibility and customization. After set up, it quite easy to use and navigate around the tool. Review collected by and hosted on G2.com.

Sometimes, when there are a lot of updates on your accounts, some data might be overwritten and copied incorrectly. Review collected by and hosted on G2.com.

Totango provides a simple and efficient way to execute a company's customer success organization and managing your customer base. We worked with Totango's Success Manager to implement the platform, and they meet with us on a weekly basis to provide us with the support that we need to continue implementing new capabilities. The implemention went very smooth, which included our required integration with Salesforce. Using Totango to help schedule customer meetings, document tasks / activities / notes, implement playbooks, and measure the customer's health of the engagement is just some of the things that Totango can do. The user interface is very clean and easy to navigate through, and the reporting capability at the Customer Success Manager level across all of their accounts is easily done to quickly see the status of their entire account base. At the senior management level, Totango provides reporting capability to see how your CSM team is doing, and how each customer is progressing through the engagement process and their customer projected satisfaction. Our organization uses Totango every day as it has become the foundation of our Customer Success offering. Review collected by and hosted on G2.com.

There are really no downsides that we have discovered so far with Totango. Although, there are some basic capabiities that we have stumbled across that we thought should have been part of the release. To be fair, we do note them with our Totango success manager and they act on them to get them implemented. In general, I beleive that as much capability that Totango provides today there their platform will continue to grow and offer even more. Review collected by and hosted on G2.com.

It allows you to create segments that can be used to run automated SuccessPlays, to update some key value, to notify the CSM about some change in the Accounts they manage, or to give them some task when some Account enters that segment. Is great that campaigns, actions, tasks, etc. can be automated. Review collected by and hosted on G2.com.

The write-backs to another CRM tool outside Totango (the source of the data we pull there) is still the main question to be answered. How we are going to be able to do so so that our CSM team does not need to maintain data in both environments? For Accounts attributes write-backs are possible, but I see room for improvement here. At least, we learned that we can use some third-party API to load our data to our analytics/BI tool to run further and more complex analyses.

It would be great also to have more field types in some of the environments, such as Touchpoints so that they (the templates) could be more editable, and could include extra pick-lists or lists or some extra fields needed for specific Touchpoint types, and that more info could be added there. Review collected by and hosted on G2.com.

We recently implemented Totango after feeling like we'd outgrown our previous CS tool. There are so many little parts of Totango that are deceptively simple but very sophisticated. With our last tool, everything was complicated, overly technical, and buggy. With Totango, the power is there but it comes across as intuitive and easy to use for both our admins and end users. It took us a while to grasp the concept of SuccessBlocs and building things in the canvas vs. some prettier flowchart-style play builders we saw, but once we gained a better understanding we realize how easy this structure makes it to plan, build, scale, and analyze plays at each stage of the journey. Overall very happy we chose Totango. Review collected by and hosted on G2.com.

The primary con for us is that products in an account-product hierarchy are counted against subscribed accounts - so if a customer has 2 products, they'll use up 3 accounts of your Totango subscription. Review collected by and hosted on G2.com.

Totango is extremely user friendly and allows a customer success team to have oversight on all their accounts. There are a lot of features and I love there's a lot of out-of-the-box SuccessBlocs that make it quick and easy to get started. Review collected by and hosted on G2.com.

There are so many Successblocs and it can become overwhelming where certain campaigns/successplays and segments were placed.

I think as an Admin, I should be able to control all data attributes and make them editable or delete their content. I find any time I need to update or add an integration it's never seemless and I often have to reach out to support who also needs assistance from time to time. Review collected by and hosted on G2.com.