I really like how easy and complete Vitally is. It covers everything I need for customer success processes and managing my accounts. Another thing I appreciate is how quickly Vitally has been shipping product updates, especially around AI. The AI functionalities are very good, allowing my team to provide more comprehensive updates with less admin work by leveraging the information already in Vitally. I also like the logic for full seats and observer seats, which is valuable for ensuring people outside the customer success organization can access insights and information without using other systems. This setup allows us to leverage Vitally effectively. Review collected by and hosted on G2.com.

I think sometimes we find that some specific personalizations are not detailed all the way to the information that we have. So for example, when I create custom objects, I cannot leverage all the traits and integrations that I have and all the fields that flow from Salesforce, meeting recordings, and other fields. It seems like one important gap is that, in some areas of Vitally, you cannot leverage the information in the fields that you have elsewhere. In those instances, you need to create your own fields, which creates some sort of restrictions when we are trying to build new things with Vitally in a standardised way. Review collected by and hosted on G2.com.

I really like that there's the ability to create documents and project checklists that you can share with customers. I like being able to use our templated documents for different initiatives across different customers. If there's a checklist of tasks to be done, we can also have templated project tasks included in those documents. It's great that we can both be mutually accountable because we can both see the list. Review collected by and hosted on G2.com.

It seems like a very vast tool, and I feel like I only use it for probably 1% of what it's capable of. So I wish I understood it better. And that is partially down to, of course, my learning and development, but, perhaps if it was more intuitive. And sometimes I also find navigating from page to page a little bit awkward, and I wish they had better ways to go back a step rather than having to retype in the company or customer name and then go back into it that way. It's a bit awkward to navigate compared to other softwares and sites. Review collected by and hosted on G2.com.

I use Vitally for customer success, and I find it easy to learn and use. Review collected by and hosted on G2.com.

Running playbooks based on specific month dates or every 30 days for recurring emails are not supported, which requires everything to go through a feature request. Additionally, there's no 'select all' option for sending bulk emails to users instead of accounts, even though I can filter them, making it a hassle as a customer success professional. Review collected by and hosted on G2.com.

I love the ability to create any custom view or dashboard that I could need. I have different views set up for so many different use cases, and I love that the data is shared across all of the views. I enjoy sorting my tasks either by status, category, or customer to prioritize my day as needed. Creating custom dashboards helps me track data that's meaningful to me, like accounts grouped by account manager, location, or health scores over time. Managing all my customer records, tasks, resources, and more in one place helps me stay organized. I also find it extremely easy to explore and figure out as an end user. Review collected by and hosted on G2.com.

I would like the ability to create purely empty/custom columns in my views so that I can track account information that is useful to me but might not be needed for the rest of my team. I'd also love the ability to pop out the Notes window so that I could take call notes live in Vitally on a small screen. Review collected by and hosted on G2.com.

In just one year, Vitally has fundamentally transformed our Partner Success organization, moving us from disparate, manual processes to a unified, data-driven platform. It has truly become the central nervous system for all our customer-facing activities.

The new AI-powered features are phenomenal. The Meeting Recorder automatically joins, transcribes, and summarizes our Zoom calls, and the AI Copilot helps us instantly uncover risks and key insights from across the entire customer account. The AI meeting summaries alone have been a massive time-saver and have significantly improved our post-meeting follow-up.

Standardizing our most critical workflows, like Risk Management and Terminations, within Vitally has brought much-needed consistency and efficiency to the team. Review collected by and hosted on G2.com.

There is very little to dislike. The platform has been foundational to our success, and the main "dislike" is really just a desire for more. As we've matured our processes, we're hungry to integrate even more granular data from our other platforms to make our health scores and alerts even more powerful. We're excited to work with the Vitally team to continue building on the strong data foundation we've established. Review collected by and hosted on G2.com.

I find Vitally very easy to use and customize, allowing our team to tweak it many times and it always feels new and improved without the heavy lifting of a whole implementation to a new platform. I appreciate that it centralizes all key info, acting as a hub that connects to numerous integrations we have. The support team is quite helpful in the rare times I've had to contact them. Learning Vitally during my onboarding process was incredibly simple and intuitive, which helped immensely. Review collected by and hosted on G2.com.

Nothing comes to mind Review collected by and hosted on G2.com.

I love the AI Copilot feature that allows summaries and notes to be generated on demand, helping to get pulse checks on accounts without needing to do deep dives. It allows health checks to be monitored by managers and enables context-driven outreach generation for accounts. This gives back more time in my day to focus on other CSM proactive actions in my book of business. Review collected by and hosted on G2.com.

AI responses can sometimes bring in context that is not up to date or covers items that are present in communication but not relevant to customer stakeholders. Review collected by and hosted on G2.com.

Vitally is easy to use and offers high-quality product education resources. I also really appreciate the direct support we've received from the Vitally team - both our salesperson and our CSM are incredible! Review collected by and hosted on G2.com.

I haven't found anything to dislike about Vitally thus far! Review collected by and hosted on G2.com.

Vitally is highly customizable, which makes it an essential part of how we manage Customer Success at Streamline. I use it daily to build and maintain playbooks, automate QBR workflows, and create dashboards that track renewal timelines, CSAT results, and product adoption across our accounts. It has helped align our CS processes with other departments like Product and Marketing by giving us visibility into account health and activities in one place.

We’ve also been able to tailor it to our own team structure, making it flexible enough for both technical and operational work. Review collected by and hosted on G2.com.

Support response times could be faster. It sometimes takes longer than expected to get answers or a resolution on issues we escalate.

It would also be helpful to have clearer timelines or status updates on submitted requests. Review collected by and hosted on G2.com.

I love Vitally's simple interface because it makes using the application easy. I really like the templates since they make repetitive work a lot less straining on my day-to-day tasks. The Playbooks are really easy to use and they help create consistency in managing regular tasks for customers. I also appreciate that Vitally is constantly trying to release new features to better help their customers. Review collected by and hosted on G2.com.

I think the way that you access templates could be a little bit more intuitive. Some of the setup of certain things could be easier. I think the process of adding a user to an account isn't very intuitive. And maybe some of the key, actionable things like sending communications, checking meetings with individual customers could be a little bit more simplified. Review collected by and hosted on G2.com.