Totango Reviews & Product Details - Page 38

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Very comprehensive tool and packed with lots of KPIs and metrics tracking capabilities.

Automation is very easy to implemente

Pre-defined Customer Success journeys Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

I like all until now no dislike as of now. Review collected by and hosted on G2.com.

We really like the extensibility of the solution along with the overall look and feel Review collected by and hosted on G2.com.

There are some limitations around the customisations but not a blocker at all Review collected by and hosted on G2.com.