Vitally Reviews & Product Details

The best part about Vitally is how it helps me manage my book of business easily. Anything and everything I need to know about them, or be on top of, is easy to find in a singular place with this platform. I also really like the Vitally Copilot and its other automation features - they come in very handy! Review collected by and hosted on G2.com.

There are no downsides of using Vitally, but like every tool it can be made better by adding some features. For me, it'd be the option of creating recurring tasks. Review collected by and hosted on G2.com.

Automations to move our clients from onboarding to active etc. and kick off processes - this is really useful

The email & meeting tracking for clients is exceptional - having the auto meeting notes and the ability to query them with AI is amazing and I use it daily

The Claude MCP now allows me to query everything from one place and is very useful.

I don't deal with pricing so can't comment.

Performs well - it is quick to use Review collected by and hosted on G2.com.

It can be difficult and not intuitive to find things e.g. playbooks and the bars on the left hand side aren't that easy to organize

When editing things autosave, but sometimes it's not obvious if it has been saved or not Review collected by and hosted on G2.com.

Vitally has a clean and modern UI that is intuitive for admin and end users alike. It is 100% customizable, which is exactly what we want in a CS tool. I also love how quick the team is to both release new features - big ticket AI features and smaller ticket UI/functionality improvements - and respond to feature requests and support inquiries. Uptime is impressive - the platform is reliable, which is incredibly important for a tool our teams use daily. It connects to nearly all our tools in a native way. Review collected by and hosted on G2.com.

A few small things:

Not being able to copy/paste a list of account IDs into a filter

Lack of ability to create a custom object through a playbook

Inability to require certain fields in a custom object

Missing "push" feature for table views/reports/dashboards Review collected by and hosted on G2.com.

I find Vitally especially useful for keeping all notes and communications in one place. It integrates well with various platforms, so the context I need is captured and stored right there. This matters a lot to me because it makes it easy to track client data and active conversations, which is crucial for remembering details about each customer in my role as a customer representative. Having everything organized in a single, central place is extremely helpful, and Vitally does a great job of delivering that for us.

Beyond centralizing information, one of the biggest advantages has been the ability to automate and execute complex workflows reliably. Tasks that would otherwise require significant manual effort now run consistently in the background, saving me valuable time and reducing the risk of human error. This allows me to focus more of my bandwidth on strategic customer conversations, problem-solving, and other high-impact responsibilities rather than administrative work.

When it comes to performance, Vitally has been dependable even as our customer operations have grown. Whether I’m pulling up customer records, reviewing historical interactions, updating account information, or managing multiple workflows at the same time, the platform remains responsive and reliable. Having confidence that the data I need will be available when I need it is critical in customer-facing situations, and Vitally has consistently delivered a smooth experience without becoming a bottleneck during busy periods.

From an ROI perspective, the platform has more than justified the investment. The time savings from automation, improved visibility into customer health, and ability to proactively engage accounts all contribute to better customer outcomes. As a Customer Success Manager, nothing is more important than maintaining strong customer relationships and ensuring clients are successful. Having the right information at the right time helps me deliver a better customer experience, which ultimately drives retention, strengthens customer satisfaction, and creates long-term value for the business.

I also had a very positive experience with Vitally’s onboarding and support teams. During the initial setup, they were highly responsive, knowledgeable, and invested in helping us succeed. They provided guidance on best practices, helped us configure the platform to fit our workflows, and were available whenever questions came up. That level of support significantly shortened the learning curve and made it much easier to become comfortable with the platform and start realizing value quickly. Their partnership-oriented approach made the implementation process feel much smoother and ensured we were able to get the most out of the platform from the start. Review collected by and hosted on G2.com.

Vitally's AI is still a work in progress, and I wanted a universal search feature that could look through all communications and give me the exact point I'm searching for in a customer's history. This feature seems to still be in progress and could be improved. Additionally, creating tasks isn't very easy. I have to go through a lot of options and it takes two to three minutes to fill out the information before I can create a task. I find Google Tasks easier in comparison, and I think Vitally could make this process simpler. Review collected by and hosted on G2.com.

Vitally has an intuitive, flexible, and easy-to-customize UI that makes it very simple to manage accounts and workflows. Its reporting, metrics, notes, and health scores offer valuable visibility into account performance and overall customer health.<br><br>The integrations with email and Intercom are especially helpful as well, since they give CSMs clear insight into customer conversations and interactions across the broader team. This makes it easier to stay up to date on all relevant, account-level context and insights. Review collected by and hosted on G2.com.

Nothing major, but the ability to pin notes could be considered a small enhancement. Overall, it’s great. Review collected by and hosted on G2.com.

The feature functionality of Vitally is, in nearly all cases, on par or beyond other customer success platforms, but I find it much easier to work with than other CSPs I have used/seen in the past. Review collected by and hosted on G2.com.

I'd like to see the new Docs feature able to be triggered as an action in a playbook — similar to how Projects are able to be assigned as an action based on conditions met in a playbook. Review collected by and hosted on G2.com.

I most appreciate the diverse use cases of Vitally. Not only to manage my accounts and have the most important information I need right upfront, but the AI integrations (writing follow up emails, managing tasks, etc) has become critical to my role! It's easy to navigate, I've never experienced any kind of outage, super quick. Overall, just a great tool. Review collected by and hosted on G2.com.

It's a learning curve to understand all that it can do. While it's easy to navigate for what I do in my role everyday, there are so many places that things live it's hard to remember or find when needed. Review collected by and hosted on G2.com.

It’s great for organizing CS clients and seeing the full picture across performance, pricing/ROI, support and onboarding, AI/intelligence, integrations, and UI/UX projects. Review collected by and hosted on G2.com.

It can feel cumbersome when the data you’re pulling from isn’t clean, and it requires a bit of data hygiene to get things working smoothly. Review collected by and hosted on G2.com.

I really like the customizations of Vitally. It is very flexible, allowing me to bring in metrics and configure it to have the information I need. It is quite adaptable in terms of consolidating everything in one place, which makes managing and controlling daily demands much easier. Vitally is also incredibly intuitive; even more complex processes are easy to carry out. I like the help tools and the chat, which make the initial setup and continuous use very smooth. Additionally, Vitally provides me with insights that help better control retention and our base, allowing for a more predictive and proactive approach in customer relations. Review collected by and hosted on G2.com.

Honestly, it's not so much a matter of it not working well, I think it might be a technical limitation, and I believe they should improve this in the future. But, it would be in the sense that we have a feature called Success Metrics, and this specific feature is very useful when you want to perform calculations between data. For example, I want to take the number of logins and divide it by the number of users to get information on engagement, access, something like that. It has this, but I think there are some technical limitations with this feature, and the feature itself has a quantity limitation, but it's a matter of the plan we have. However, I think there shouldn't be this limitation to have more freedom to create these concatenated metrics, so to speak, to be able to perform some calculations within Vitally itself, according to information, according to events that are sent by systems. This already exists, but I think there are some technical and plan limitations that I think Vitally could work on more. Review collected by and hosted on G2.com.

Vitally offers a comprehensive solution for client management by centralizing information and integrating AI tools to enhance efficiency. The platform allows for seamless interaction with clients, providing quick access to essential data and facilitating effective communication. Review collected by and hosted on G2.com.

I really like the possibility to have everything linked in one place with Vitally. It solves the complexity of managing different systems by allocating the majority of client information in one place, so I can easily check active conversations, subscriptions, and pricing. The AI Copilot is a standout feature as well, helping me save time by retrieving information quickly, summarizing client calls, pauses, and assisting with lead creation. It makes gathering general context about clients much easier and is very helpful. Review collected by and hosted on G2.com.