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1,034 Totango Reviews
Overall Review Sentiment for Totango
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Easily Pull data you neeed,
fine details you can find
Easy to interact with/ update
Conntection to other tech solution Review collected by and hosted on G2.com.
Data reports
Not enough metrics on the platform update without manual entrty
Fuctionallity inside t o help with experiance Review collected by and hosted on G2.com.
Totango tools are designed to be highly flexible and customizable, allowing customer service teams to tailor their workflows and processes to meet their specific needs. This can include everything from customizing customer health scores to setting up customized alerts and notifications. This level of customization enables customer service teams to create workflows that align with their specific business goals and strategies. Review collected by and hosted on G2.com.
One limitation of Totango is its inability to directly integrate with Salesforce to import and track opportunities. This can create additional work for teams who must manually enter this information into Totango, potentially leading to errors and data discrepancies. I know that this is on the product roadmap and our organization is eager to see it in place. Review collected by and hosted on G2.com.
Totango provides a decent amount of flexibility for their system, and has an excellent integration with Salesforce. Being able to leverage their integration was one of the main selling points for us, and this piece did live up to expectations. Review collected by and hosted on G2.com.
There's a number of arbitrary limits within Totango, for example:
- Touchpoint body/content cannot exceed 20k characters
- Fields/attributes cannot exceed 512 characters
- Cap on the number of touchpoint types is at 11, this just seems to be set by the number of symbols for touchpoint types that they uploaded into their system
There's plenty more limits in this vein throughout the product, but these are just the ones we really can't work around and have gotten a lot of complaints from the team on. Review collected by and hosted on G2.com.
What I like about Totango is being a platform to keep all interactions with the customer and having a place to be a history of everything that is going on in our business relationship.
The tool can be customized according to the company business, but it is necessary someone to be the adminstrator responsible to control and manage the change requests.
It is a tool in constant development Review collected by and hosted on G2.com.
There is no rule for saving interactions (touchpoints) in the tool. Each user or even the administrator must define during the using of it.
It is possible to send the reports /segments I created by email however sometimes did not work well (as not sending the reports).
Another point is the limitation of characters in each touchpoint. We always need to find a workaround, as attaching the emails. Review collected by and hosted on G2.com.
Totango has helped us streamline our CS processes by bringing in a lot of visibility & scalability. Executing automated sequences using SuccessBLOCs has been one of the key strengths for us.
We have also been able to upkeep and monitor a very comprehensive health scoring critetia for all our accounts due to which we have been able to leverage a lot of control over our customer portfolio. Review collected by and hosted on G2.com.
Sometimes the data updation process can take a lot of time to reflect. Also the pricing and negotiatons with the account manager has not been very fruitful. While the customer support of Totango has been very helpful, the Customer Success & Account Management teams haven't been very co-operative & understanding. Review collected by and hosted on G2.com.
We have moved forward with using the Totango Healthscore as a measure of success for our team's quarterly bonuses. Having insight into the healthscore has been a great resource to encourage maintainng regular contact with clients. Review collected by and hosted on G2.com.
I currently am having a technical issue where my email responses are being logged, but not the entire email stream so client comments are not being logged. This is being worked on by tech but it's taking some time. I also do not love that there is a character limit when associating emails. Review collected by and hosted on G2.com.
Totango, Customer experience is solid great support and success team interactions that help us move the ball on initiatives. Review collected by and hosted on G2.com.
They sold us on "opperations person isn't a requirement" although that could be true if we had under 100 customers it certainly isn't true with 14000 customers. an operations team to help implement data from multiple platforms is a must if you want to use Totango to the fullest Review collected by and hosted on G2.com.
Totango is very helpful with tracking performance, open tasks, ease of use. I really like how we can send emails directly from the integration aspect. That is then logged immediately in touchpoints so it makes for a seamless tool for my day to day. Review collected by and hosted on G2.com.
Totango should have a health score based on numbers instead of solely using "Good, Average, Poor" I think with a number based system helps me better identify cases going forward Review collected by and hosted on G2.com.
Totango is helping me shift from being reactive to proactive and allowing me to begin systematizing my work. My 2024 resolution has been to move all my notes and to-dos into Totango. I've also benefitted from the ability to create and share client segments, change them on the fly, and do quick analysis on my portfolio. I also apprecaite the SuccessPlay feature, but have not yet fully utilized it. Review collected by and hosted on G2.com.
I would like to see an option to create a to-do list that isn't linked to an account, because right now I can see all my account to-dos in Totango but have to use another tool for any non-client work. Review collected by and hosted on G2.com.
The tasks are a great way for me to keep track of my day and stay on top of my customers needs and asks. Very user friendly and great reporting for me. We use the Plan tab for our overall customer notes like Annual Contract and main contacts. Review collected by and hosted on G2.com.
When writing the Risks and risk notes for a customer, it triggers a task to go and write the Risk Notes again. This was very confusing for me as I had already entered the information. Just had to learn a workaround so that I didn't get confused and all was good though. Review collected by and hosted on G2.com.
