--- title: Totango Reviews meta_title: 'Totango Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1150 reviews by the users' company size, role or industry to find out how Totango works for a business like yours. aggregate_rating: rating_value: 4.3 review_count: 1150 scale: '5' date_modified: '2026-06-30' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Totango Reviews **Vendor:** Totango **Category:** [Customer Success Software](https://www.g2.com/categories/customer-success) **Average Rating:** 4.3/5.0 **Total Reviews:** 1,150 ## About Totango Totango is a Customer Growth platform for driving customer value and revenue at scale, combining scalable customer management, predictive revenue intelligence, and a strategic, value-based post-sales methodology to transform how companies prove customer ROI, drive retention, and earn expansion. The Customer Growth Platform includes Totango Customer Success and Unison Customer Intelligence. Each of these solutions plays a distinct role in the Customer-Led Growth through value realization methodology. Totango Customer Success focuses on tracking customer health and engagement, enabling teams to proactively address potential issues and foster long-term relationships. Unison Customer Intelligence aggregates data from multiple sources, offering insights that help organizations understand customer behavior and preferences. Totango's target audience and target buyers include mid-sized to large enterprises across various industries that prioritize customer retention, renewals, and expansion and that generally rely on subscription-based models, where maintaining customer loyalty is critical to their revenue growth. Key features of Totango include customizable dashboards, real-time analytics, and automated workflows. These tools enable users to visualize customer data effectively, monitor key performance indicators, and automate routine tasks, thereby enhancing efficiency. The platform also supports collaboration among teams, allowing for seamless communication and alignment on customer goals. By providing actionable insights, Totango empowers organizations to refine their revenue strategies and make informed decisions that drive growth. Overall, Totango stands out as a leader in the Customer Success category by offering a holistic approach to managing customer relationships. Its integration of various tools and functionalities allows enterprises to gain a deeper understanding of their customers, ultimately leading to improved satisfaction and loyalty. By investing in Totango, organizations can position themselves for long-term success in an increasingly competitive landscape. ## Totango Pros & Cons **What users like:** - Users find Totango to be **easy to use and set up** , greatly enhancing their ability to track customer metrics. (202 reviews) - Users value the **exceptional customer support** from Totango, enhancing management convenience and providing valuable insights effortlessly. (98 reviews) - Users appreciate the **helpful functionality** of Totango, allowing comprehensive management and improved customer adoption effortlessly. (98 reviews) - Users value the **customization features** of Totango, enhancing tracking and improving customer onboarding and adoption. (97 reviews) - Users value the **efficiency** of Totango, streamlining workflows and saving time in managing customer accounts seamlessly. (94 reviews) - Users find Totango's **intuitive interface** essential for efficient account management and streamlined workflows, enhancing productivity daily. (83 reviews) - Automation (79 reviews) - User Interface (78 reviews) - Integrations (75 reviews) - Health Monitoring (71 reviews) **What users dislike:** - Users find the **steep learning curve** challenging due to overwhelming data and insufficient educational resources. (83 reviews) - Users find **integration issues** with Totango, noting slow performance and manual efforts when connecting external systems. (65 reviews) - Users find **missing features** in Totango, particularly for multi-product visualization and draft touchpoint creation. (57 reviews) - Users find the **limited customization** options frustrating, often requiring support for advanced features and integrations. (49 reviews) - Users find a **steep learning curve** with Totango, struggling with integrations and needing more educational resources. (49 reviews) - Users find Totango has **significant limitations** such as poor email logging, character restrictions, and inadequate support. (45 reviews) - Complexity (38 reviews) - Slow Performance (37 reviews) - Difficult Reporting (35 reviews) - Not Intuitive (35 reviews) ## Totango Reviews ### 1. Amazing Product that ticks all the boxes **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2023 **What do you like best about Totango?** Workflows and the automation. Segments are also pretty handy to navigate through different portfolios **What do you dislike about Totango?** No time tracking, timesheets that I am aware of **What problems is Totango solving and how is that benefiting you?** A dedicated software for all things Customer Success without the additional feature noise of Sales/Support etc ### 2. Implementation Manager POV **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 23, 2024 **What do you like best about Totango?** Compiling all of your client information into one robust place, love the notes to email feature. **What do you dislike about Totango?** Sometimes confusing to navigate and share spaces with my coworker. Self admittedly neither of us are pros yet though. **What problems is Totango solving and how is that benefiting you?** Helping keep all client information consistent and in one place. ### 3. Great to keep on top of tasks! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 22, 2024 **What do you like best about Totango?** I like that I can put my clients into different segments. **What do you dislike about Totango?** Sometimes I do get overwhelmed with the notifications. **What problems is Totango solving and how is that benefiting you?** It is keeping me on task, ensuring I am constantly checking in with my clients and make sure they are happy with our services. ### 4. Totango for the Logitech Unicorn in Mexico **Rating:** 5.0/5.0 stars **Reviewed by:** Oswaldo G. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 30, 2023 **What do you like best about Totango?** The ability to easily understand our customer's data in one platform. The ability to track daily KPIs of the team in a single dashboard. The ease of integration with other tools like Slack. And the super fast and responsive customer support. We love it. **What do you dislike about Totango?** Is not a dislike is like an improvement area, in previous months the platform was down in critical moments during internal audits or end of the month/quarter producing delays in the delivery of country and global results. During this year so far Totango has been stable for those critical days. **What problems is Totango solving and how is that benefiting you?** Totango currently is the core platform of data, journeys and analytics of our top customers, also is being used to specifically create targeted campaings for different departments. **Official Response from Lorena Fikes:** > Hi Oswaldo, thank you for the excellent review and for taking the time to share your feedback. We’re delighted that you’re getting value. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 5. Wonderful Tool & Life Saver! **Rating:** 5.0/5.0 stars **Reviewed by:** DJ B. | Enterprise (> 1000 emp.) **Reviewed Date:** March 31, 2023 **What do you like best about Totango?** How quick and easy it is to customise the various SuccessBlocs **What do you dislike about Totango?** I would really like a report to provides more detail on tasks - completion, overdue, to be completed, etc **What problems is Totango solving and how is that benefiting you?** Help streamline customer journey, identify upsell opportunities more easily, provide deeper insight into customer usage **Official Response from Lorena Fikes:** > Hi Dj, thank you for the excellent review and for taking the time to share your candid feedback. We’re delighted that you’re getting value. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 6. Great Tool! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Facilities Services | Small-Business (50 or fewer emp.) **Reviewed Date:** March 28, 2023 **What do you like best about Totango?** I love how there have been constant improvements based on customer feedback! Totango has been an excellent tool for our team in organizing data and helping to identify high-risk accounts. **What do you dislike about Totango?** The process of uploading users for a campaign is time-consuming, and It would be helpful to have a quicker solution to do one-off campaign sends. **What problems is Totango solving and how is that benefiting you?** Totango offers a one-stop shop for all customer data. It has been helpful to consolidate all information into one platform to identify account risks, revenue, and upsells. **Official Response from Lorena Fikes:** > Thank you for the excellent review, we are humbled by all of your kind words and for taking the time to share your candid feedback. We have passed along your feedback to our internal team. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 7. They are working daily to provide leadership in the Customer Journey Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** September 30, 2021 **What do you like best about Totango?** Totango has given us the ability to see things that we just could not see before. It is improving all the time, and the support that we get is top-notch. We are currently implementing Multi-Dimensional Health. This will be a game changer in the fact that Client Health will now be more objective, as opposed to being very subjective in the past. **What do you dislike about Totango?** Would like more ways to slice data within Totango. Need to use Power BI for reporting on many issues. Improvements have been made here but would still like to see easier ways to send reports to others, especially non-Totango users. **Recommendations to others considering Totango:** Look at all your data points and business drivers in order to maximize the value out of the gate. **What problems is Totango solving and how is that benefiting you?** We can more accurately gain the full picture of our Customer experience and provide our employees with data, in one place, that they could either not get before, or had to look in multiple places to access it. We are also able to track activity in our accounts and provide reports to upper management regarding our activities **Official Response from Lorena Fikes:** > Thank you for the awesome review and for taking the time to share your feedback. We really appreciate hearing about your experience. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. We are always listening to our customers for ways to continue to iterate and improve the platform. We would love to hear your ideas- they can be shared with our team and added to our product wishlist: https://support.totango.com/hc/en-us/community/topics/360001294011-Product-Wishlist. Best, Lorena ### 8. Great CS Tool with a comprehensive onboarding program. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** March 07, 2022 **What do you like best about Totango?** I love the straightforward way Totango facilitates a best practice for CS teams. I am able to bring all my data into one spot and use it to empower my CS team to continuous improve our relationship with customers. The mutli-dimensional health makes it easy to take into account the different ways we interact with customer and expect them to interact with our tool based on customer type and other attributes. **What do you dislike about Totango?** So far the only issue I have run into is that Totango does not natively roll up the Jira tickets I have integrated into the total ticket volume. Instead I have to have someone on my team manually summarize the data on our end before uploading to Totango. **Recommendations to others considering Totango:** Make sure you prepare ahead of signing up with Totango. 1. Understand your customer journey and account types. 2. Understand your shape of data that you will be trying to integrate with (Jira, product usage, etc...) Understanding this data and working to make sure your account names and product names are consistent and clean will help make sure you are ready to start the ball rolling on day one and take advantage of the onboarding process. I did this and was able ask many questions during onboarding and feel ready to let my team use Totango on day 1. **What problems is Totango solving and how is that benefiting you?** Totango is making it way easier for us to make sure all customers get the attention they need, ensure no important follow-ups are missed and overall arm my CS team with more knowledge than they have had before. **Official Response from Lorena Fikes:** > Thank you for the great review and for taking the time to share your feedback. We really appreciate hearing about your experience. We are always listening to our customers for ways to continue to iterate and improve the platform. We would love to hear your ideas- they can be shared with our team and added to our product wishlist: https://support.totango.com/hc/en-us/community/topics/360001294011-Product-Wishlist. Best, Lorena ### 9. Very good customer success tool for SaaS companies **Rating:** 4.0/5.0 stars **Reviewed by:** Arpit J. | Senior Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 27, 2023 **What do you like best about Totango?** The ease of integration is the best. I was able to connect it to Zoho, Zendesk as well as internal tools with the help of intermediate platforms like Zapier and Power Automate **What do you dislike about Totango?** Reporting in Totango is still a bit off. It is not as easy to learn and thus it gets somewhat tricky to generate the exact results using segments and filters. **What problems is Totango solving and how is that benefiting you?** Totango can define the customer journey and automate it using a series of tasks and emails. This is called a SuccessPlay / playbook. So all of the different customer journeys that we can think of, including onboarding, offboarding, cross sell, upsell, collecting VOC - these can be implemented within Totango. **Official Response from Lorena Fikes:** > Thank you for the awesome review and for taking the time to share your feedback. We really appreciate hearing about your experience. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. We are always listening to our customers for ways to continue to iterate and improve the platform. We would love to hear your ideas- they can be shared with our team and added to our product wishlist: https://support.totango.com/hc/en-us/community/topics/360001294011-Product-Wishlist. Best, Lorena ### 10. It is good but could be better **Rating:** 3.5/5.0 stars **Reviewed by:** Matt F. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2023 **What do you like best about Totango?** Customer sentiment and API sync to Salesforce. This has greatly helped clean up our CRM and allowed us to have better/more accurate notes on accounts. **What do you dislike about Totango?** Reporting or building segments is not very intuitive. I also feel that the health ranking is somewhat misleading. It is heavily weighted on touchpoints. I'd like to see a more dynamic score. **What problems is Totango solving and how is that benefiting you?** We really struggled to manage customer account notes and track health scores. Totango is helping us manage customer notes better as well as add customer sentiment ### 11. Totango make my team and me more efficient **Rating:** 5.0/5.0 stars **Reviewed by:** Jessica M. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 27, 2023 **What do you like best about Totango?** I get visibility about my user's behavior and can make automation based on real-time data. It is easy for my team and me to use in our day-to-day work, making us more efficient. **What do you dislike about Totango?** The totango's version that my company pays doesn´t give us all the flexibility we need to make some automation and the same with data. Sometimes we don't have the information in totango after one month of the client cancellation. **What problems is Totango solving and how is that benefiting you?** Totango gives us visibility about the client's behavior and allows us to do automation based on this behavior and reach out to our customers on time to work with them and help them in that journey. **Official Response from Lorena Fikes:** > Thank you for the excellent review, we are humbled by all of your kind words and for taking the time to share your candid feedback. We have passed along your feedback to our internal team. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 12. Helpful CS Software **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** October 20, 2023 **What do you like best about Totango?** The automation makes it easy to follow the flow and tasks don't get forgotten. **What do you dislike about Totango?** Sometimes glitchy, you need to reload a page or leave and come back. **What problems is Totango solving and how is that benefiting you?** Keeps all our information on CS in one place, accessible to the people who need it. ### 13. Totango Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** January 22, 2024 **What do you like best about Totango?** Easy to use and stay organized with accounts. Integrates well with other internal systems. **What do you dislike about Totango?** I have not run into any issues using Totango. **What problems is Totango solving and how is that benefiting you?** Organization - timeline of customer interactions is helpful to track touchpoints. ### 14. The best tool for Customer Succes Management **Rating:** 5.0/5.0 stars **Reviewed by:** Ivonne d. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 09, 2022 **What do you like best about Totango?** I love the adoption sessions we get about all the features of the tools, new or not so new, it is always great to learn how to use the most of the tool, trusting you get the info at first! **What do you dislike about Totango?** Just the time that it will take me to understand how to organize my information. **Recommendations to others considering Totango:** Get sure to get a demo, then you can realize how it can help your practice. **What problems is Totango solving and how is that benefiting you?** Totango is working on creating the proper APIs to connect important information with our main business partner, which is Cisco, once this is done, we could have valuable information linked to the tool. **Official Response from Lorena Fikes:** > Hi Ivonne, thank you for the excellent review and for taking the time to share your feedback. We’re delighted that you’re getting value. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 15. Overall I'm satisfied with my experience in Totango **Rating:** 4.0/5.0 stars **Reviewed by:** Laurens L. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 28, 2023 **What do you like best about Totango?** The automatation capabilities of Totango are very powerful to automate manual workflows and send mass communiation to increase adoption of our product. I believe the templating provided is very powerful as well. **What do you dislike about Totango?** The learning curve of getting started with Totango was quite hard as there are a lot of features. It was not always easy to find my way in how I could achieve my personal objectives in the tool. **What problems is Totango solving and how is that benefiting you?** We have a lot of customers and it is hard to keep track which customers to contact first. Totango helps us with the health metrics to identify which customers deserve our attention first. **Official Response from Lorena Fikes:** > Thank you for the excellent review, we are humbled by all of your kind words and for taking the time to share your candid feedback. We have passed along your feedback to our internal team. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 16. It's okay but too many things to do **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** April 19, 2023 **What do you like best about Totango?** I use Totango since 1 year and I haven't encountered any bugs on the platform. It's pretty easy to learn how to use this tool **What do you dislike about Totango?** When there are more than 1000 users in a console, we have to put the email adress of all users with whom we have had contact in our touchpoint. This is a waste of time. + Too many options! Every time I have to do a touchpoint on totango, and I do it every day, I have to do at least 50 clicks, and if I forget one, it can make everything else useless! **What problems is Totango solving and how is that benefiting you?** It gathers all the information about a customer. The timeline is extremely useful for me. It would be nice to have an efficient search function in it by the way **Official Response from Shai Ofir:** > Hi, I'm Shai from our product team here at Totango. Thank you for your review, we always appreciate hearing feedback and are always looking at ways to ensure our customers have a 10 out of 10 experience. We would love to hear more about your feedback regarding touchpoints, would you be open for a quick chat? We want to best support your needs and would like to set up a meeting to help meet expectations. Best, Shai. ### 17. Great and easy to use CX software **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2023 **What do you like best about Totango?** Totango was pretty easy to implement, and once you get used to the nomenclature, it is pretty easy to maintain and add functionality. We bought it so that we could have ongoing email campaigns and drip campaigns/plays that allowed us to get a hold of our customers more passively. The health scoring is also very good, and we have a lot of control over the combination/makeup of the health score. **What do you dislike about Totango?** Learning the new terms is a bit difficult, and getting the information (like usage) is a bit of a pain. Probably not more than another platform, but still a lift. **What problems is Totango solving and how is that benefiting you?** Customer Health Scoring, customer outreach, and a CRM for our customer groups. ### 18. Head of Customer Success **Rating:** 4.5/5.0 stars **Reviewed by:** Martijn d. | Head of Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** August 15, 2023 **What do you like best about Totango?** Totango support us with working more efficient and providing the insights that we need around our customers to take the rights steps to make them successful **What do you dislike about Totango?** Most of our contacts at Totango are in the U.S. making the window to meet limiited. **What problems is Totango solving and how is that benefiting you?** Managing our customer life cylce, making sure we have a proactive actionable approach for our customers Insights in customer health signaling risk in an early stage ### 19. Simple to Use **Rating:** 3.5/5.0 stars **Reviewed by:** Nick E. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 28, 2023 **What do you like best about Totango?** Totango is very simple to use with minimal training. I like that any one on our team can help develop our processes and share them to everyone. **What do you dislike about Totango?** I wish there was a way to easily integrated email tracking with a gmail plug-in. You currently have to BBC a totango email account to have every email logged into totango. I did make a request for this feature and they have put it on their wish list. **What problems is Totango solving and how is that benefiting you?** Totango was able to integrate with out current SaaS platform to identify our customer's health. It easily tracks all account documents in one place. **Official Response from Lorena Fikes:** > Thank you for the excellent review and for taking the time to share your candid feedback. We appreciate you sharing your feedback for our product wishlist. We’re delighted that you’re getting value. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 20. I recommend this product to any business looking to better their CS department. **Rating:** 5.0/5.0 stars **Reviewed by:** Stephanie B. | Customer Success Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2022 **What do you like best about Totango?** Totango is easy to use and learn. It puts all my customer information in one easy place to access, and helps me to track each accounts needs and specific goals. **What do you dislike about Totango?** There have been occasional technical difficulties, but Totango has promptly resolved these, and I have always been notified of them as they occur. **What problems is Totango solving and how is that benefiting you?** Totango is streamlining our CS processes, allowing better monitoring and customer tracking, and giving us a better option for deploying campaigns. It has increased our survey response rate and proven a great tool. Additionally, Totango has given us greater ease in communication with key contacts. **Official Response from Lorena Fikes:** > Hi Stephanie, thank you for the excellent review and for taking the time to share your feedback. We’re delighted that you’re getting value in customer tracking, deploying campaigns, and helping to streamline your processes. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 21. CRM tool long overdue **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** March 27, 2023 **What do you like best about Totango?** Scalability. I am slowly but, indeed, incorporating the tool into my daily activities. I am looking at every interaction and seeing if it applies to my entire portfolio. **What do you dislike about Totango?** I haven't run into anything particularly to call out as a dislike. It is more of my resistance to completing tasks as usual instead working inside the application or tagging the emails with Totango touchpoint DL to bring in my engagements. We resolved the biggest issue revolving around data integration and having a solid list of contracts. **What problems is Totango solving and how is that benefiting you?** The biggest problem solved is having one place to track client relationships. Prior we were somewhat tribal and occasionally lost valuable client feedback as members of the team left the organization. For me this biggest win is no longer using OneNote housing a mess of meeting minutes to dig through. **Official Response from Lorena Fikes:** > Thank you for the excellent review, we are humbled by all of your kind words and for taking the time to share your candid feedback. We have passed along your feedback to our internal team. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 22. Fantastic experience! **Rating:** 5.0/5.0 stars **Reviewed by:** Brad D. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 15, 2023 **What do you like best about Totango?** Totango offers the same features, functionality, and value as others in the space for a fraction of the cost. Not only that, but they have an outstanding team that is helpful and responsive. **What do you dislike about Totango?** There is a bit more manual setup required than with some other tools, but for the cost, it is a more than acceptable trade-off. **What problems is Totango solving and how is that benefiting you?** Totango simplifies our onboarding and client success processes. We can save time and avoid having things fall through the cracks with Totango's automated success bocks. Totango also offers us visibility into the health of our clients so we can avoid issues and reduce churn. **Official Response from Lorena Fikes:** > Hi Brad, thank you for the excellent review and for taking the time to share your feedback. We’re delighted that you’re getting value. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 23. Great tool to keep track of your customer base and make your team work collaboratively **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** March 31, 2023 **What do you like best about Totango?** I like the extensive list of features. You can basically do everything you need to as a head of CSM. You can feel a bit "lost" with this list of features but their onboarding process is great. **What do you dislike about Totango?** Even if their onboarding process is great, the set up can be quite complex. You have to be 100% sure of what process you are trying to implement because it's really difficult to start over. There are still some bugs in the UI or in the data. The bulk upload feature is a bit difficult to use. Cost of entry is high. **What problems is Totango solving and how is that benefiting you?** - Centralizing the customer base information (revenue, people, status, health, etc...) - Keeping track of customer journey stages - Defining next steps for each customer depending on their status, health, revenue etc... I managed to automate a lot of manual processes/reviews from before. **Official Response from Lorena Fikes:** > Thank you for taking the time to share your review, we strive to provide a 10/10 experience and appreciate your candid feedback. We have passed along your feedback to our internal team. We’re delighted that you’re getting value. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 24. Learning curve but once you get it, very easy to use and new features are added quickly **Rating:** 5.0/5.0 stars **Reviewed by:** Devon O. | Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 11, 2021 **What do you like best about Totango?** Very intuitive and easy to use. Less clicks to get where you need to be the better. **What do you dislike about Totango?** Nothing in particular that I dislike about it. **Recommendations to others considering Totango:** Great platform. I really like how easy the segments are to set up and manage your accounts. **What problems is Totango solving and how is that benefiting you?** We need the ability to log 1 touchpoint across a dealer group. Need more access to campaigns with customized reports. Great CRM that's easy to navigate. **Official Response from Lorena Fikes:** > Thank you for the awesome review! We are excited that you are getting value. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 25. Totango has really been a game changer for the Success Team **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2023 **What do you like best about Totango?** Totango has really been a game changer for the Success Team - their reporting & their Success plays allow the AMs to focus on growth while it automates the reactive daily tasks for them. We barely started scratching the surface and it has helped tremendously **What do you dislike about Totango?** Learning all the tips & tricks can be time-consuming. Its user friendly but I still haven't picked up all of the great features it provides **What problems is Totango solving and how is that benefiting you?** Staying on top of our work! We tend to be reactive to our clients and we don't have enough time to forecast trends and behaviors. Tptango has helped us shift from being reactive to proactive **Official Response from Lorena Fikes:** > Thank you for the excellent review and for taking the time to share your feedback. We’re delighted that you’re getting value. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 26. Totango is a game changer for our onboarding process! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** March 28, 2023 **What do you like best about Totango?** We have customized campaigns that we send to new customers through onboarding and beyond. This has greatly helped our customer adoption. **What do you dislike about Totango?** Not much - but I can connect with their team regularly with all the questions our team has and get those addressed in a timely matter. **What problems is Totango solving and how is that benefiting you?** Outreach to new customers, gathering customer data and usage. Tracking their progress and customer health. **Official Response from Lorena Fikes:** > Thank you for the excellent review and for taking the time to share your feedback. We’re delighted that you’re getting value. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 27. Outstanding onboarding process and excellent team **Rating:** 5.0/5.0 stars **Reviewed by:** Terry B. | Head of JLLT Global Customer Success Mgt - Mid-Market, Small-Business (50 or fewer emp.) **Reviewed Date:** May 25, 2023 **What do you like best about Totango?** Totango onboarding team did an outstanding job of getting our platform up and running in a short amount of time. **What do you dislike about Totango?** There are a few integrations we would like to see in the future (JIRA & NetSuite) **What problems is Totango solving and how is that benefiting you?** Our current platform is being sunsetted end of this year and we needed a replacement. The Customer Success team can now better support our customers. **Official Response from Lorena Fikes:** > Hi Terry, thank you for the excellent review and for taking the time to shout out our onboarding team. We’re delighted that you’re getting value. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 28. Best, easiest, cheapest customer success software you'll ever use! **Rating:** 5.0/5.0 stars **Reviewed by:** Michael I. | Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** November 25, 2022 **What do you like best about Totango?** Totango is a software that is very easy to use, and its interface is very user-friendly. Totango is one of the top customer success software you'll ever find in the market. Has a lot of features compared to its competitors. Most importantly, it is cheap. **What do you dislike about Totango?** I've read a lot of reviews here before posting mine, and I can say that I would agree with most of them. Totango would sometimes become slow, especially when tasks are excessive. But that is the only negative thing that I could say. I've used Totango every day for the past two years, and there is nothing I could complain about Totango. **What problems is Totango solving and how is that benefiting you?** A lot of benefits Totango could give you, your company, and most importantly, your customers or clients. First of all, I would usually use Totango to keep track of my customer's account health, take tasks from the queue, and many more other things. One of the best benefits that you could have by using Totango is its value for your money. It is straightforward to navigate within the website and has an interface that even a grade-schooler would understand; it is not very complex to use. **Official Response from Lorena Fikes:** > Hi Michael, thank you for the awesome review and for taking the time to share your candid feedback. We are always delighted to hear that our customers are getting value. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 29. One of the best Customer Success software that is available in the current market! **Rating:** 5.0/5.0 stars **Reviewed by:** Julius Karl G. | Data Processing Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** November 25, 2022 **What do you like best about Totango?** For me, as an everyday user of Totango, what I like the best about Totango is its simplicity to use. Totango is not complex at all, it has a user-friendly interface which many users would agree. All of your tasks, customer's accounts and many other things are just one click and scroll away. **What do you dislike about Totango?** Every software that's ever been made has its own flaws. That's why software companies have their own developers and moderators that could help improve the software they are selling. In Totango's case, many users would complain about how sometimes its page loads slowly. Many would attest but that's the only thing that I could dislike about Totango and I am sure that they are currently working on how to improve that. **What problems is Totango solving and how is that benefiting you?** As an analyst, Totango helps me guide my customers in the right direction on the aspect of their accounts we are handling. You'll benefit as well as a person with Totango because of how easy it is to use the software, you'll finish your task without any nuisance. You could easily track your customer's accounts' health in a very instructional but uncomplicated way. **Official Response from Lorena Fikes:** > Hi Julius, thank you for the awesome review and for taking the time to share your candid feedback. We are always delighted to hear that our customers are getting value. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 30. Excellent Visibility for our Company and Great Support. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** March 27, 2023 **What do you like best about Totango?** I love two things. the exposure it gives our product in the marketplace, and the support and help that I have received from the account managers in my timezone: Anoushka and Laura. **What do you dislike about Totango?** The only downside is that the impact we have in our industry is tempered by a "weighted" scale that includes company employee size and social media footprint. **What problems is Totango solving and how is that benefiting you?** It is a clean and straightforward system that allows us to gather reviews and provide a simple and clear road from review to product page. We have seen many people sign up as a direct result of seeing our score on G2. **Official Response from Lorena Fikes:** > Thank you for the excellent review and for taking the time to share your feedback. We’re delighted that you’re getting value. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 31. Outstanding onboarding team and process **Rating:** 4.5/5.0 stars **Reviewed by:** Chad F. | Director of Client Success, Small-Business (50 or fewer emp.) **Reviewed Date:** June 15, 2023 **What do you like best about Totango?** Automation and customizable templates are very useful. The onboarding team was incredibly helpful. Health scoring is great. Campaigns are easy to design and initiate. **What do you dislike about Totango?** Can't attach documents to campaigns. Implementation took a few weeks longer than I'd expected. **What problems is Totango solving and how is that benefiting you?** We can now easily manage and track touchpoints. Having client health scoring in place allows us to be more proactive in client engagements. Automation and the use of email templates is going to allow us to do more with with the same headcount while also enabling us to scale. **Official Response from Lorena Fikes:** > Thank you for the excellent review and for taking the time to share your feedback. We are always listening to our customers for ways to continue to iterate and improve the platform. We would love to hear your ideas- they can be shared with our team and added to our product wishlist: https://support.totango.com/hc/en-us/community/topics/360001294011-Product-Wishlist. Best, Lorena ### 32. Affordable and Easy to use CS Platform **Rating:** 3.5/5.0 stars **Reviewed by:** Maureen B. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 27, 2023 **What do you like best about Totango?** Totango allows our team to gain full visibility into our customer landscape. It has allowed me to combine multiple datasets and systems all into one easy to use platform. The value of totango, for the price you pay is exceptional. **What do you dislike about Totango?** It would be helpful if there was more flexibility to the system attributes adn the way in which totango calculates "Contract Value." Our business model doesn't follow the traditional SaaS model, so it would be great if there was more customization available. **What problems is Totango solving and how is that benefiting you?** Gaining visibility into customer spend and customer journey analysis. It also is helping us automate onboarding flows and customer engagement. We have been able to compile data from multiple different systems all into one so it makes it easier to analyze and forecast. **Official Response from Lorena Fikes:** > Thank you for the awesome review and for taking the time to share your feedback. We really appreciate hearing about your experience. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. We are always listening to our customers for ways to continue to iterate and improve the platform. We would love to hear your ideas- they can be shared with our team and added to our product wishlist: https://support.totango.com/hc/en-us/community/topics/360001294011-Product-Wishlist. Best, Lorena ### 33. Tontango is your one stop shop for customer success **Rating:** 4.5/5.0 stars **Reviewed by:** Camilla D. | Enterprise (> 1000 emp.) **Reviewed Date:** May 16, 2023 **What do you like best about Totango?** totango is great for tracking and following up with customers, which in turn makes your customer experience better and as a result, retain customer business. Totango's daily reminders are a great way to stay connected and on top of customer relationships **What do you dislike about Totango?** At first i wasn't really a fan of to tango because it just felt like extra work, however as i get to know the platform more and its become extremely useful and the possibilities with totango are endless. if you know how to use totango you'll love it. **What problems is Totango solving and how is that benefiting you?** customer retention, maintaining customer relationship, customer follow up, customer churn prevention, **Official Response from Lorena Fikes:** > Hi Camilla, thank you for the excellent review and for taking the time to share your feedback. We’re delighted that you’re getting value. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 34. Works good overall **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 14, 2023 **What do you like best about Totango?** It makes the day-to-day job easier and keeps us accountable. It's easy to find accounts and track health, and I love the ability to add touchpoints via email by BCCing Totango. **What do you dislike about Totango?** Sometimes the data gets deleted out of the blue, and updating fields is a bit cumbersome, as in, you need to do multiple clicks to save field information. For example, it is easier to update fields in Airtable, and I would love to see something like this in Totango in the future. **What problems is Totango solving and how is that benefiting you?** Managing customer profiles easily and keeping track of tasks etc. ### 35. So useful for my daily work **Rating:** 5.0/5.0 stars **Reviewed by:** Estelle G. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 18, 2023 **What do you like best about Totango?** The segments to analyze my portfolio, the touchpoint to have feedback on my timeline, the portfolio health **What do you dislike about Totango?** I don't use tasks yet, but I have to, especially for the client call back. **What problems is Totango solving and how is that benefiting you?** I have all of the client information in one place, I can search by client, have a quick view on the health. I really appreciate the timeline, all the settings about the clients. Now touchpoints are in my daily tasks. **Official Response from Lorena Fikes:** > Hi Estelle, Thank you for the excellent review and for taking the time to share your feedback. We’re delighted that you’re getting value. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 36. Totango making Success Easy **Rating:** 4.5/5.0 stars **Reviewed by:** Bianca A. | Customer Success Manager, Marketing, Small-Business (50 or fewer emp.) **Reviewed Date:** May 24, 2023 **What do you like best about Totango?** I really appreciate the user interface of Totango. It's quite intuitive and easy to navigate which is important while being on a call with a customer. I also like the service that comes along with the product! **What do you dislike about Totango?** I would love for an integration with Outlook along with two separate categories for the touchpoints we have with customers. For examples, it would be great to have a section with the weekly or monthly success touchpoints and then another area for day-to-day interactions. **What problems is Totango solving and how is that benefiting you?** SuccessBlocs and SuccessPlays are helping our team streamline our processes and become more efficient. **Official Response from Lorena Fikes:** > Thank you for the great review and for taking the time to share your feedback. We really appreciate hearing about your experience. We are always listening to our customers for ways to continue to iterate and improve the platform. We would love to hear your ideas- they can be shared with our team and added to our product wishlist: https://support.totango.com/hc/en-us/community/topics/360001294011-Product-Wishlist. Best, Lorena ### 37. Totango Review **Rating:** 5.0/5.0 stars **Reviewed by:** Steven D. | Data Analysis, Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2022 **What do you like best about Totango?** To gather information in one location, Totango connects with different technologies without difficulty. It's quite simple to customize Totango the way you want it, including adding new features that are significant to you, making segments that are useful for your company, and automating procedures using SuccessPlays and Campaigns. Amazing Totango Support! really knowledgeable and timely! Users have access to a wealth of materials thanks to Totango, including tutorials, a knowledge base, and the brand-new creator campus. It's fantastic. **What do you dislike about Totango?** For data collecting, I'd like to see more computation options. For instance, knowing the number of current support cases in Totango would be useful if I were dragging them in. **What problems is Totango solving and how is that benefiting you?** Without a doubt, Totango is user-friendly. We have been able to quickly set up procedures that we can easily roll out to all of our major clients. Setting up a campaign and ensuring that it reaches your target audience is very simple. It also gives management access to information about the opportunities, risks, and status of the accounts. **Official Response from Lorena Fikes:** > Hi, thank you for the excellent review and for taking the time to share your feedback. We’re delighted that you’re getting value. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. We are always open to hearing from our customers about ways to continue to iterate and improve the platform and would love to hear your ideas for our product wish list. In the meantime, i have shared this with our product team. Best, Lorena ### 38. Don’t. **Rating:** 0.0/5.0 stars **Reviewed by:** Emily M. | Manager, Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** February 01, 2023 **What do you like best about Totango?** Compared to any other tool on the market, there is absolutely no advantage to using Totango. I cannot stress enough what an absolute horrible experience we've had with this company and the product. **What do you dislike about Totango?** Where do I even begin? From a product perspective, it's just about as incomplete as you can get. - Aggregates usage data rather than recording individual events. You're then beholden to use their options for time periods, which aren't helpful. For example, if one of our clients asks for their usage data quarter over quarter, we have nothing to provide them with because we can only pull data in intervals of 30, 60, 90, 180 days from today. We would have had to have had the foresight to pull a 90 day report at the end of each quarter for each client in anticipation of them asking for their usage data. - Data visualization tools are severely lacking. They proudly launched what's nothing more than a tool to add merge fields to a power point presentation that YOU have to design. Every other option on the market has some sort of reporting tool that allows you to create usage reports for your own clients and leadership. - Email campaigns are buggy and incredibly limiting. While every other option on the market allows you to create playbooks with a mix of tasks and emails that are mapped using decision trees and other logic, Totango's email campaigns are separate from their plays. Company: - We had three CSMs in 6 months. It’s clear they can’t keep people employed with them. - The CSMs and other Totango employees we interacted with couldn’t understand our basic use case of having customers purchase multiple products. - In the end, we cancelled our account and did not renew, but weeks after cancelling we found that THEY WERE STILL SENDING EMAIL CAMPAIGNS TO OUR CUSTOMERS from our old account. If your business is small, maybe a dozen clients, sure, use this tool. If not, there’s no advantage at all. Save yourself some time and look at ChurnZero or Gainsight or Planhat. **What problems is Totango solving and how is that benefiting you?** Totango has caused us more issues than it's solved. In the end we have an unreliable health score. **Official Response from Lorena Fikes:** > First, we are saddened to read your review and hear that we did not meet your needs. During your time with us, we did experience some changes to our CS team, however that is not an excuse and it should have been handled better. Like any Customer Success team, our goal is to support our customers and provide a great experience throughout their journey. It is clear we missed the mark with you, so we want to own that. I recently joined Totango as the VP of Customer Success and was a former customer. While I know you are no longer a customer, I would appreciate having the chance to connect with you live so that we can continue to improve. If you are available to chat, please feel free to schedule time with me at your convenience https://totango.chilipiper.com/book/once/63fce6c7b1556533f1ec7aad. I look forward to hearing from you. Chris Dishman, VP of CS. ### 39. Actionable insights for Customer Success **Rating:** 4.5/5.0 stars **Reviewed by:** Jeanne D. | Global Customer Success Marketing Manager, EcoStruxure IT, Enterprise (> 1000 emp.) **Reviewed Date:** November 16, 2022 **What do you like best about Totango?** We love being able to measure our customer health on multiple dimensions. We can create customer journeys and tasks for our success managers to follow up with customers proactively when risks are identified. Totango's marketplace has Successbloc journeys built out to implement them quickly and customize them as needed. Success Managers can quickly see scorecards for just their accounts. Totango helps standardize our process and playbooks to deliver a similar experience across our accounts. We can also measure the # days in the customer lifecycle it takes for the account to realize the value in their software licenses. **What do you dislike about Totango?** The reporting is pretty limited in Totango. It is tough to see campaign results aggregated at a user or account level. It is difficult to get an overall picture of your campaigns across all SuccessBlocs to understand the frequency of the campaigns they receive. You can set a communication limit but there is only one setting. Therefore you can't set a limit for a day and the week, you need to choose. Campaign A/B testing is also very manual. Each team is set up as a different workspace so there is no centralized admin area to see the attribute usage, performance, etc **What problems is Totango solving and how is that benefiting you?** Totango helps us improve our revenue renewal rate, churn, and adoption by quickly identifying inactivity, feature usage, and connection issues. We can also pool team resources and send non-time-sensitive tasks accordingly. **Official Response from Lorena Fikes:** > Hi Jeanne, I'm Shai from our product team here at Totango. Thank you for the excellent review, we always appreciate hearing feedback and are always looking at ways to ensure our customers have a 10 out of 10 experience. We are investing a lot in campaigns and would love to hear more feedback. We want to best support your needs and would like to set up a meeting to help meet expectations. If you are interested feel free to reach out to shai@totango.com Best, Shai. ### 40. Easy & Intuitive! **Rating:** 5.0/5.0 stars **Reviewed by:** Ashley M. | Customer Success Programs Manager CTC, Computer Software, Enterprise (> 1000 emp.) **Reviewed Date:** November 16, 2022 **What do you like best about Totango?** I find Totango to be a handy tool not only for Individual contributors but for Admins as well! It helps me work cross-functionally with other departments for customer outreach and communication. From my experience, Totango is by far high in class compared to competitors like Catalyst! Our Customer Success manager meets with our admin team weekly to ensure continued success, making the purchase well worth it for our company! **What do you dislike about Totango?** Looking forward to seeing the functionality of multi-step campaigns being launched hopefully by Q1 of 2023; this will reduce a ton of admin work. I am glad Totango identified this flaw and is making strides to improve the product over time. **What problems is Totango solving and how is that benefiting you?** Totango takes all of our feedback and implements it almost immediately or can provide a product roadmap timeline in which it will be accomplished. I appreciate the continued communication with our CSM to improve the product or make recommendations consistently! **Official Response from Lorena Fikes:** > Hi Ashley, thank you for the excellent review and for taking the time to share your feedback. We’re delighted that you’re getting value. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. We are always trying to find ways to improve and appreciate sharing that sentiment as we want to evolve to support all of our customer's needs. Best, Lorena ### 41. Definition of user-friendly tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** March 31, 2023 **What do you like best about Totango?** Our company is a fast-growing startup. In such an environment, it is crucial to act precisely and fast. Totango's user-friendly and straightforward interface helps to achieve excellent communication and obtain essential data in a systematised and intuitive way. **What do you dislike about Totango?** I think that sync with other tools, like Google Drive, could be improved. Uploading data into Totango sometimes consumes too much time and effort. A more intuitive way to put the data into the system would be much appreciated. **What problems is Totango solving and how is that benefiting you?** In my role, I mostly use Totango to export reports about our clients and to upload data to keep coherence with other tools in our ecosystem. It's very helpful to be able to export essential data in a fast and easy way. **Official Response from Lorena Fikes:** > Thank you for taking the time to share your review, we strive to provide a 10/10 experience and appreciate your candid feedback. We have passed along your feedback to our internal team. We’re delighted that you’re getting value. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 42. Let us take onboarding process to the next level **Rating:** 4.0/5.0 stars **Reviewed by:** Cecilia P. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 27, 2023 **What do you like best about Totango?** Very comprehensive tool and packed with lots of KPIs and metrics tracking capabilities. Automation is very easy to implemente Pre-defined Customer Success journeys **What do you dislike about Totango?** Filters and criteria GUI could be improved to make it easier and with fewer clicks. The campaign manager is a little bit cumbersome to use Inability to export canvas as a flow chart or diagram **What problems is Totango solving and how is that benefiting you?** Having a standardized and automated onboarding process and being able to engage with clients in a centralized manner. Obtaining metrics and KPIs of this process **Official Response from Lorena Fikes:** > Thank you for the awesome review and for taking the time to share your feedback. We really appreciate hearing about your experience. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. We are always listening to our customers for ways to continue to iterate and improve the platform. We would love to hear your ideas- they can be shared with our team and added to our product wishlist: https://support.totango.com/hc/en-us/community/topics/360001294011-Product-Wishlist. Best, Lorena ### 43. Totango is great for simplifying success activities. **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** March 31, 2023 **What do you like best about Totango?** Totango has been a great tool in simplifying our success activities, while providing automation to the routine tasks our team is assigned, adding consistency to our processes. **What do you dislike about Totango?** Totango has shown to be particularly clunky and buggy. There are features that do not work as intended, require additional development, and cause unecessary process changes. **What problems is Totango solving and how is that benefiting you?** Totango is allowing us to create a "source of truth" for customer contacts by logging touchpoints, while giving us the ability to create customer journeys and review analytics. **Official Response from Lorena Fikes:** > Thank you for your review and feedback. We appreciate all customer feedback and strive to provide a 10/10 experience. We would love to chat with you to better understand your challenges and support your needs. Shair who supports Product operations would love to. hear from you, she can be reached at shai@totango.com. ### 44. It Takes Two Totango **Rating:** 5.0/5.0 stars **Reviewed by:** Andy K. | Sr. Vice President, Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** December 15, 2022 **What do you like best about Totango?** The outstanding onboarding experience, our phenomenal onboarding team, and an onboarding plan that set the foundation for gradual adoption by getting us live on the essential things first so we could gradually get emersed in the system, thereby slowly building up from a crawl to a walk to a run. **What do you dislike about Totango?** Nothing. Everything was fantastic. Our only barrier was having to be off of our legacy system by a defined date, which meant we had to speed up our Totango implementation and prioritize the areas we needed to focus on first. **What problems is Totango solving and how is that benefiting you?** Totango is helping us build in greater automation, a more proactive and preemptive discipline and a higher user adoption rate among our team. In addition, the Customer Health and Risk Scoring is far more advanced than the system we had in the past. **Official Response from Lorena Fikes:** > Hi Justin, thank you for the excellent review, we are humbled by all of your kind words and for taking the time to share your feedback. We’re delighted that you’re getting value. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 45. One Stop solution for Customer Success Team **Rating:** 5.0/5.0 stars **Reviewed by:** Sunil G. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 06, 2023 **What do you like best about Totango?** Its 360-degree Health profile gives an overall view of an account based on various metrics set by you. Helps to pre-define activities for CS reps to make maximum client contact **What do you dislike about Totango?** I like all until now no dislike as of now. **What problems is Totango solving and how is that benefiting you?** It helps set up quick snippets on my pain points and strategise on the same before it worsens. Like to know my product usage and discover clients with less utilization rate and act on it before customer churns **Official Response from Lorena Fikes:** > Hi Sunil, thank you for the excellent review and for taking the time to share your feedback. We’re delighted that you’re getting value. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 46. Fantastic CS tool **Rating:** 4.0/5.0 stars **Reviewed by:** Luke M. | Head of Infrastructure and Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** March 31, 2023 **What do you like best about Totango?** We really like the extensibility of the solution along with the overall look and feel **What do you dislike about Totango?** There are some limitations around the customisations but not a blocker at all **What problems is Totango solving and how is that benefiting you?** The key here is that there are clear templates and it is quite easy to set everything up. This means you can get going quickly, even without deep knowledge. **Official Response from Lorena Fikes:** > Hi Luke, thank you for the excellent review, we are humbled by all of your kind words and for taking the time to share your feedback. We’re delighted that you’re getting value. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 47. Excellent tool to manage your accounts **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Mid-Market (51-1000 emp.) **Reviewed Date:** August 14, 2023 **What do you like best about Totango?** It allows me to have all the information of my accounts on a single place. **What do you dislike about Totango?** There are some shortcomings when building Segments. **What problems is Totango solving and how is that benefiting you?** It allows us to centralize all relevant information on our accounts in a single place. This helps us avoid having to look for the data on our other platforms. ### 48. Game-changer for account management **Rating:** 5.0/5.0 stars **Reviewed by:** Katherine C. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 27, 2023 **What do you like best about Totango?** The best part about using Totango is its flexibility - you can group accounts by various data, build insights, create notifications, trigger internal and external tasks, and so much more. Truly, it's been a game changer - If I need something done or a new process, there's usually always a way to make it work in Totango. **What do you dislike about Totango?** I miss being able to directly integrate with my Google Calendar for booking meetings / meeting insights, but I've read this is on the roadmap! **What problems is Totango solving and how is that benefiting you?** Account management, optimizing customer journey & health, and customer marketing. Totango has consolidated what was formerly disparate record-keeping in Sheets, Airtable, and Trello, and has combined so much into one place with even better insights and actionable features. **Official Response from Lorena Fikes:** > Hi Katherine, thank you for the excellent review, we are humbled by all of your kind words and for taking the time to share your candid feedback. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 49. The possibilities are endless **Rating:** 4.5/5.0 stars **Reviewed by:** Carrie H. | Customer Success Specialist (Digital Marketing), Mid-Market (51-1000 emp.) **Reviewed Date:** January 24, 2023 **What do you like best about Totango?** It's difficult to choose, but I think I would have to say successplays/campaigns really stand out for my companies needs. The customization possibilities are endless **What do you dislike about Totango?** I'm still a newbie to Totango, but I know that our DSO team is having to rearrange their thinking of our to utilize the system to work for their parent/child relationships. Not a terrible thing but the initial thought process turned out to be a little different **What problems is Totango solving and how is that benefiting you?** It's really helping us stay on top of our churn, we are still fine tuning our data but as soon as that is finalized. I think we will be in awesome shape to get ahead of our churn and risks **Official Response from Lorena Fikes:** > Hi Carrie, Thank you for the excellent review and for taking the time to share your feedback. We’re delighted that you’re getting value. We work hard to meet expectations like yours, and we're happy to hear we are doing just that for you. Best, Lorena ### 50. Good to archive but difficult to follow up **Rating:** 2.5/5.0 stars **Reviewed by:** Maria R. | Enterprise (> 1000 emp.) **Reviewed Date:** August 14, 2023 **What do you like best about Totango?** It's good to assign tasks and as a support tool **What do you dislike about Totango?** It's difficult to follow up on tasks, visibility is challenging sometimes. Metric boards could be user friendly. **What problems is Totango solving and how is that benefiting you?** data collection, customer data is gathered in one place and that is always good. I´m still not so thrilled about the UX ## Totango Discussions - [1. Embed a PDF fillable form? 2. Prepopulated email response be hyperlink to an automated email](https://www.g2.com/discussions/1-embed-a-pdf-fillable-form-2-prepopulated-email-response-be-hyperlink-to-an-automated-email) - 1 comment, 1 upvote - [I would like for Totango to be able to send desktop notifications.](https://www.g2.com/discussions/totango-i-would-like-for-totango-to-be-able-to-send-desktop-notifications) - 1 comment, 1 upvote - [why does totango doesn't have a history ?](https://www.g2.com/discussions/51779-why-does-totango-doesn-t-have-a-history) - 1 comment, 1 upvote - [Would you be able to send more updates with regards to segments and creating them?](https://www.g2.com/discussions/43614-would-you-be-able-to-send-more-updates-with-regards-to-segments-and-creating-them) - 1 comment, 1 upvote - [What are best practices for CSM assignment process - both dynamic and static?](https://www.g2.com/discussions/16231-what-are-best-practices-for-csm-assignment-process-both-dynamic-and-static) - 2 comments, 1 upvote - [View Totango pricing details and edition comparison](https://www.g2.com/products/totango/reviews?original_path=what-we-do&page=10§ion=pricing&secure%5Bexpires_at%5D=2026-07-06+14%3A10%3A45+-0500&secure%5Bsession_id%5D=b935c86d-dbc3-4954-ab40-7260e1ba8fc3&secure%5Btoken%5D=17c3692549829b57d38446bd51a98b56566e92bab82bf1f5fc7ce9390761099b&format=llm_user) ## Totango Integrations - [Agentforce 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Appdome](https://www.g2.com/products/appdome/reviews) - [Dynamics 365 Sales](https://www.g2.com/products/dynamics-365-sales/reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) - [Gong](https://www.g2.com/products/gong/reviews) - [Google Workspace](https://www.g2.com/products/google-workspace/reviews) - [HubSpot Marketing Hub](https://www.g2.com/products/hubspot-marketing-hub/reviews) - [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews) - [Luware Nimbus](https://www.g2.com/products/luware-nimbus/reviews) - [Meltwater](https://www.g2.com/products/meltwater/reviews) - [Microsoft Outlook](https://www.g2.com/products/microsoft-outlook/reviews) - [Revenue Hub](https://www.g2.com/products/revenue-hub/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) ## Totango Features **Customer Information** - Customer Health Scores - Customer Monitoring - Customer Profiles - Playbooks - Customer Segments - Product Engagement - Surveys **User Analysis** - Survey Implementation - Data Analysis **Data Sourcing** - Data Enrichment - Expandability - Content Marketing - Multiple Devices **Sales Team** - Flexible Sales Process - Playbooks **Platform Basics** - Templates - Exporting - Multi-user Access and Collaboration - Data Analytics **Platform Basics** - Dynamic Segmentation - Journey Optimization **Analytics** - Net Promoter Score (NPS) - Customer Satisfaction (CSAT) Score **Onboarding Setup** - Workflows - Templates - Checklists **Agentic AI - SAP Store** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Predictions** - Churn Risk - Upsell Opportunities - Custom Triggers - Machine Learning **User Support** - User Segmentation - Multi-Language Support **Intelligence** - Predictive Modeling **Intelligence** - Opportunity Identification - Zero-touch Renewals - Smart Content **Platform Data** - Journey Reporting - Trends Reporting - Dashboards - Advanced Data Filtering **Customization** - Stakeholder Management - Multiple Branding Support **Project Tracking** - Monitoring - Content - Tasks - Optimization **Agentic AI - Customer Journey Mapping** - Autonomous Task Execution **Platform** - Reporting & Dashboards - API & Integrations - Data Import & Export Tools - Workflow Capability - Notifications - Customization - Scalability - Data Security - Performance & Reliability - User, Role, and Access Management **Walkthrough Type** - Text Bubble Walkthroughs **Platform Additional Functionality** - Journey Mapping - Integrations - Automated Alerts **Customer Engagement** - Portal - Engagement - Branding - Visibility **Generative AI** - AI Text Generation - AI Text Summarization **Platform Basics - Digital Adoption Platform** - Integration - Communications **Agentic AI - Customer Journey Analytics** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance **Agentic AI - Experience Management** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Customer Revenue Optimization** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Analytics - Digital Adoption Platform** - Analytics **Agentic AI - Customer Success** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Functions - Digital Adoption Platform** - Customer self-service - In-app guidance **Agentic AI - Digital Adoption Platform** - Adaptive Learning ## Top Totango Alternatives - [Custify](https://www.g2.com/products/custify/reviews) - 4.7/5.0 (504 reviews) - [ChurnZero](https://www.g2.com/products/churnzero/reviews) - 4.7/5.0 (1,588 reviews) - [Planhat](https://www.g2.com/products/planhat/reviews) - 4.5/5.0 (928 reviews)