Avaliações e Detalhes do Produto de Totango

Ease of setup and implementation & integrations. We are currently building out our Customer Success organization and were looking for a tool that was easy to get up and running quickly. The native integrations made it easy to ingest data from multiple sources into a single tool. Análise coletada por e hospedada no G2.com.

The only thing I disliked was the self-onboarding. While I was able to get Totango up and running, I feel like we're missing out on understanding ALL of the features that are at our disposal, and not understanding if we are setting ourselves up for success the way we are thinking of using the system. Análise coletada por e hospedada no G2.com.

Como Gerente de Sucesso do Cliente (CSM), Totango é uma ferramenta essencial na qual confio todos os dias. Tornou-se uma parte integrante do meu fluxo de trabalho diário, ajudando-me a manter organizado e focado no que mais importa: entregar resultados excepcionais para nossos clientes.

Totango me capacita a acessar facilmente os insights dos clientes que preciso para gerenciar efetivamente minhas contas. Seja pontuações de saúde, planos de ação ou tarefas e acompanhamentos, Totango fornece uma visão abrangente que me ajuda a estar no controle de tudo. Ele me dá todas as informações que preciso para impulsionar o sucesso e garantir que nossos clientes estejam obtendo o máximo valor de nossas soluções. Com todos esses recursos em uma plataforma, ele simplifica meu trabalho e garante que eu esteja sempre trabalhando com as informações mais atualizadas.

Quando preciso registrar algo no Totango, o processo é incrivelmente tranquilo. Não há necessidade de mudar para o meu navegador ou lidar com várias abas. Posso simplesmente encaminhar e-mails relevantes para a conta do cliente associada diretamente dentro do Totango. Isso elimina etapas desnecessárias e me economiza tempo, permitindo-me permanecer eficiente. Além disso, se estou na estrada ou trabalhando remotamente, posso continuar a aproveitar toda a funcionalidade do Totango através do aplicativo, mantendo-me conectado e produtivo, não importa onde eu esteja. Essa flexibilidade garante que eu nunca perca o ritmo, seja no escritório ou em movimento. Análise coletada por e hospedada no G2.com.

Em nossa organização, nem todos os usuários têm a oportunidade de participar de uma chamada com um Gerente de Sucesso do Cliente (CSM) da Totango, o que às vezes pode limitar o acesso a insights e suporte valiosos. Como resultado, há uma oportunidade de explorar outras maneiras de garantir que todos os usuários possam se beneficiar do conhecimento e da expertise que a Totango oferece. Acredito que seria altamente valioso se a Totango pudesse compartilhar insights, melhores práticas e recursos relevantes de uma maneira mais escalável. Isso poderia ser feito fora dos momentos específicos em que uma organização se envolve diretamente com a Totango, permitindo que os usuários acessem informações úteis em sua conveniência. Ao oferecer esses insights por meio de canais facilmente acessíveis, como webinars, tutoriais ou centros de conhecimento, a Totango poderia garantir que mesmo aqueles que não têm chamadas diretas com um CSM ainda possam adquirir conhecimento valioso para melhorar sua experiência e sucesso com a plataforma. Essa abordagem não apenas capacitaria os usuários, mas também promoveria uma adoção mais ampla das melhores práticas, gerando maior valor para as organizações como um todo. Análise coletada por e hospedada no G2.com.

I love viewing my health score. Every day, I can log in and very easily see what accounts are doing great and what accounts I need to give more love to. Also, the support team at Totango has been amazing at setting up Demos for our team whenever needed. Análise coletada por e hospedada no G2.com.

I don't have any downsides or issues with using Totango - I highly recommend it! Análise coletada por e hospedada no G2.com.

It has a nice interface. When set up correctly, it works well. Fast customer support response. Análise coletada por e hospedada no G2.com.

The reporting section of Totango does not have a Date Range feature. Yes, you read this right: you cannot filter the last 7 days, compare the month to month, and so on.

Missing the capability to create an automation chart/workflow with delay and so on. Análise coletada por e hospedada no G2.com.

A good CS platform that is easy to use. I rely on it heavily for my daily job function as a CSM. I love the segmentation feature to get a clear view of whatever I want to focus on. Campaigns are fun and easy to design. The product roadmap for 2025 has some exciting developments. Análise coletada por e hospedada no G2.com.

Some integrations fail or take too long to implement, and customer support hasn't been the most responsive. We used to have a dedicated CSM but since the Catalyst merger there has been a lot of restructuring that seems to have left us behind. I'm hopeful that the new direction of the company will put the focus back on heping its customers now that they seem to have settled. Análise coletada por e hospedada no G2.com.

I am not an admin so its hard to say what's set up by the company and whats limited by Totango, but the overall experience isn't bad. There seems to be nearly endless customization but with how our company is setup its more of an annoyance than a benefit. Overall I would say the customizations are the selling point rather than its native out of the box epexerience. Análise coletada por e hospedada no G2.com.

Everything we do in this program seems like it would be much easier to just do in our native CRM Salesforce. The communications aspect and logging activity is incredibly limited and annoying. Salesforce logs all activity though API and this thing can't track any of our activity automatically. Everything is manual logging so what ends up happening is next to nothing is tracked. There's also a 2000 character limit for emails so even when you try to manually log a communication most of them can't because 2000 characters is like a 3 reply email. Análise coletada por e hospedada no G2.com.

Apologies but due to the very poor experience there is nothing I would want to mention here. I think the platform has a good potential and had a lot of 'learning resources', many of us professionals in the industry simply cannot spend this much time implementing everything and reading all articles. Análise coletada por e hospedada no G2.com.

- No contact from support team - we'd been contacting the support team for over 3 months in terms of issues that appeared during our 'onboarding implementation process'. However, we've only got the automated emails that they have a high volume of tickets. Customer support is terrible.

- No contact from sales team - we wanted to get additional licenses for our colleagues (paid), viewers (paid) and onboarding (paid) but we have not heard back from the sales team for over 2 months. During the sales process it was end of July so I thought there's holiday period hence delay in responses. Contract was signed, however, access to platform was delivered to us 3 weeks later than promised. Then the contact with everyone just disappeared.

- Integrations ARE NOT working, they have internal issues / technical bugs on e.g. Mixpanel and could not fix this for us for 3 months (we had been contacting them every week but with no success) the issue is still there. Gmail is not integrated, only used via some uneffective Google Add-on. It's NOT easy to implement the platform. It's NOT easy to work with integrations. We wanted to use it on a daily basis, but without having key integrations integrated from our side, we couldn't do it.

Overall, please avoid this ''business'. Specialising in CX? I don't think so.

Please if you want to save yourselves time, resources, money and frustration, DO NOT choose Totango. Análise coletada por e hospedada no G2.com.

I like how you can see the broad picture of engagement. Análise coletada por e hospedada no G2.com.

I wish usage had a little bit more detail. On Salesforce, you can see the amount of time a user spent on a website, as opposed to just having an "active day". The details of that are very broad. I also wish you coud create a sequence of multiple touchpoints like in Hubspot. Análise coletada por e hospedada no G2.com.

I like that I can centralize all my customer information in one platform. Totango is our source of truth when it comes to customer contracts/renewal dates/key contacts/contract values and communcation history. Análise coletada por e hospedada no G2.com.

The platform isn't as intuitive as I would expect, coming from a SaaS company myself. There are plenty of help videos available, but because the platform offers so much, there is a lot to navigage and learn. Análise coletada por e hospedada no G2.com.

I've been using Totango for a while now, and it has been a game-changer for managing customer success. The platform is intuitive and packed with features that make tracking customer health, automating workflows, and driving engagement much easier. I love how customizable it is, allowing my team to tailor it to our specific needs. The real-time insights have helped us stay ahead of potential issues and improve our retention rates. If you're looking for a powerful and user-friendly customer success tool, I highly recommend giving Totango a try! Análise coletada por e hospedada no G2.com.

Learning Curve can take a while.

Limited Integrations.

Reporting Limitations

UI can feel clutterred. Análise coletada por e hospedada no G2.com.