Video Reviews
Conference Feedback
1,036 Totango Reviews
Overall Review Sentiment for Totango
Log in to view review sentiment.
I'm part of the account management and customer success team at my company. We use Totango to house some of our usage data and health scores, run our NPS surveys, and a few other use cases.
I find the system to be pretty intuitive and it works well for the limited use cases we use it for. I wish my company had better usage data in the tool, but I think that is an internal limitation, not a Totango limitation. I think there's a lot of potential for us to expand how we use Totango. Review collected by and hosted on G2.com.
It adds yet another separate system that we need to access and work within. We use SFDC for tracking our opportunities and activity. My company hasn't set up a bi-directional integration with SFDC, so we have to long into Totango separately and it can be challenging for the teams to switch between systems. Review collected by and hosted on G2.com.
Totango as a platform allows CSMs to easily organize their accounts, document interactions, and understand how their accounts are progressing, with easy-to-use Success Plans to ensure they keep customers moving in the right direction on a consistent basis.
There are many different features such as Collections (which act as Custom Objects) to track event data on customer interactions, as well as the Health Score which allows CSMs to quickly understand the health of their customers.
My favorite thing about Totango is the segment builder. It loads so quickly, and gives you so much functionality to build segments in different ways with different types of information, to present to CSMs for use in outreach, or general tracking of customer progress. Review collected by and hosted on G2.com.
Totango could improve upon the way they use Success Plans. It's currently an open text box, but it would work better if there were inputs, and almost was built as a Custom Object so that you can create a Success Plan with plenty of information on that specific goal, and create additional plans that highlight the other goals the customer has.
Additionally, it would be nice to be able to select with Attributes appear on an Account's attributes page. Currently, only Attributes with values appear, and you can't select an option to show "All" Attributes. That might be a bit much, so being able to select in the settings of an Attribute whether or not you want that to appear, regardless of a value existing, would help our CSMs understand what other important Attributes they don't yet have filled out if necessary. Review collected by and hosted on G2.com.
Dashboard is fairly easy to navigate, enjoyed the Totango support and training provided Review collected by and hosted on G2.com.
Some fields are a bit clunky - adding touchpoints are a bit time consuming Review collected by and hosted on G2.com.
Totango has been greate for helping us establish potential churn via login and onboarding campaigns. Review collected by and hosted on G2.com.
Not easyto organize tasks across customer base. Review collected by and hosted on G2.com.
i love how it shows health scores, last touch points, and date of account reviews all on one screen. I also love the salesforce integration Review collected by and hosted on G2.com.
Salesforce integration doesn't always work correctly. Review collected by and hosted on G2.com.
Customizable fields make it easy to keep the right information organized. Great way to show timeline of communication and other events with customers. Review collected by and hosted on G2.com.
UI is not intuitive. I often find myself looking on the help page and this often does not help me achieve some of the simple tasks I had hoped to. Review collected by and hosted on G2.com.
The UI is very easy to understand and easy to use. The help center is very helpful! I use it almost every day. Sufficient sources for self-learning as well! Review collected by and hosted on G2.com.
I have to cc'd totango's email everytime as it does not automatically to be attached. Review collected by and hosted on G2.com.
I really enjoy how Totango centralizes my customer info into a simple, digestible hub. I can easily see which clients are improving and which are declining, which enables me to have a more targetted approach Review collected by and hosted on G2.com.
I find that the email functionality and notes options just aren't what they need to be in order for me to actually use them on a daily basis - it just feels easier to use different tools. Review collected by and hosted on G2.com.
The easiness that is to create campaigns to promote to our users our services. I also like the segment and reports that are very easy to use (data and graphics are incredible) Review collected by and hosted on G2.com.
It cannot combine NPS and CSAT score questions in one campaign. And not even multiple CSAT score questions. Normally companies have more than one process we need to evaluate and we do not want to send multiple emails to obtain all results. Review collected by and hosted on G2.com.
