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1,037 Totango Reviews
Overall Review Sentiment for Totango
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I think the reports. I wish the system could work between a CRM and Totango. Review collected by and hosted on G2.com.
I do wish we were able to search using account ids. The system also only pulls date from Totango into Salesforce and not vice versa. The ability to have data flow between our CRM and Totango could be better but I understand there are limits. I'd love to be able to use our quoting system within Totango. This would help mitigate having to use both CRM tools. Review collected by and hosted on G2.com.
After reviewing/comparing 6 other CS tools, we knew Totango was our CS tool. It provides the best holistic view, user-friendly, automation to help streamline processes, increase customer outreach, and much more. Our CSM is a great resource and always available. Totango also provides a great help section with videos, whitepapers, and webinars to help get you started, a refresher and more. Review collected by and hosted on G2.com.
I do not have dislikes to share at this moment as I believe the issues I do run across are more related to user error/training on my behalf. Review collected by and hosted on G2.com.
Totango helps provide visibility into communication and tasks with customers. It's easy to use Review collected by and hosted on G2.com.
I don't like that there is no email plug into click to add to totango instead we have to bcc touchpoints. I often forget to do that. It would be nice to have into gmail and pop up to add like SF. Review collected by and hosted on G2.com.
It allows me to have a good overview of my accounts while reminding me and helping me keep track of my tasks and action items. Review collected by and hosted on G2.com.
Some tasks may be repetitive and it creates too much busy admin work Review collected by and hosted on G2.com.
I like how much information you can find in one place, from CSATs to usage. It's a solid UI too that keeps everything tidy. I also enjoy how many educational tools are present behind Totango.
The flexibility when it comes to creating Succesplays for my team is also a big selling point. I can create workflows that the team can utilize. Review collected by and hosted on G2.com.
There is a considerable amount of time that is needed to learn and set up the platform, depending on what you're looking to view you might need to put more work into setting up the system to view particular pieces of information. Review collected by and hosted on G2.com.
I can manage the relationships with my clients so much better and save a lot of time in my customer support. Review collected by and hosted on G2.com.
It is a lot of information to understand at the beginning of how to use it but it gets better with practice and all the tools are really helpful. Review collected by and hosted on G2.com.
It combines many features like email campaigns, client journey mapping, tasks, and integration with other solutions that provide leverage for the organization or company that manages it. The "Segments" feature is a beneficial tool. The support team is very efficient. Review collected by and hosted on G2.com.
We manage separate campaigns that might need to be analyzed as one. Currently is necessary to copy and paste. It would be great to flag them and have the option to view the individual metrics or as a whole with other campaigns. Review collected by and hosted on G2.com.
Totango is very feature rich, similar to most of the other CSM platforms on the market. Some of these features are a bit more intuitive and easier to use/access. An example is the ability to add a touchpoint from most screens within the application. I also find that the way our team has been able to configure the Account overview page is extremely helpful; quick surfacing of critical details. Review collected by and hosted on G2.com.
Totango can be extremely hard to navigate and get day-to-day activities completed. Simple touchpoint searches and the ability to quickly surface key account notes is a struggle. There are also resurfacing cookie bugs (and others) that are a frustration to our team. It would also be helpful to have the ability to clone more and/or simplify the manual entry in some areas of the application. Review collected by and hosted on G2.com.
I love that it can connect with Salesforce to help drive automatic communications to our customers. It's a great tool for keeping all communications on an account in one place and customizing health scores, outgoing communications, and more! Review collected by and hosted on G2.com.
The Timeline can be a bit overwhelming to scroll through. A search option would save time. Review collected by and hosted on G2.com.
I love the compact view of an account's health and the ability to dive into the details with a click or two. It has helped us keep a greater perspective when looking at how to bolster onboarding and implementation of new launches. Review collected by and hosted on G2.com.
Navigation is not intuative, especially for the more basic accounts accounts. Review collected by and hosted on G2.com.
