Totango Reviews

“A scalable and user-friendly customer success tool

Pros

Totango is a powerful customer success platform that helps companies drive growth. It features real-time health tracking and offers useful integration options, all with a user-friendly interface.

Cons

The pricing tiers can be confusing and there's limited advanced analytics available.

“Not recommended

Pros

The email campaigns feature is quite handy. It comes with basic templates, though they are quite simple.

Cons

There are no updates or support, the UI is terrible and the reporting is basic and sometimes limited to just 365 days of history.

“Helpful window into your customer's lifecycle

Pros

The ability to create different views for different teams and easily generate reports and dashboards is really helpful.

Cons

SuccessPlays weren't aligned with the line of business I was working in, making them more of a nuisance. The Customer Health Score was poorly calculated and didn't seem valuable.

“customer success software failed at customer service

Pros

Absolutely nothing positive to say. Their software was poor, and so was their billing team, who didn't prioritize customer service. When our software stopped working, we requested to cancel our subscription but they refused because we had signed a one-year contract. They even insisted on paying upfront for the remaining months, even though we never used the software. We will dispute the charges and block the payment. This has been the worst customer service experience we have had with any vendor. It's ironic that they promote customer success software when they offer terrible customer service. I do not recommend this platform at all.

Cons

The software was hard to integrate and they couldn't accommodate custom data. When I asked about canceling, they insisted I buy out the remaining months of our contract. Terrible customer service from a company that promotes Customer Success Software.

“Scale your digital engagement

Pros

I like how Totango gives us a 360 degree view of customer health, helps spot early signs of churn, and lets us create and deploy campaigns to engage and nurture customers after the sale in an efficient, scalable way.

Cons

I wish there were more detailed campaign reporting, A/B testing options for campaigns, and additional features in the drag-and-drop templates. It would also be helpful to have monitors and alerts for campaigns that aren't triggering as they should, especially when sending mass emails to a large audience.

“Among the worst experiences

Pros

This software is mediocre at best. It does what it says but it's not very easy. Any competitor I've used or seen has done it better. That said, it has most of the core functionalities.

Cons

Customer support isn't great and the analytics are just okay.

“Simplifies daily work and is easy to use

Pros

It's easy to use and helps me track my tasks and activities on a daily basis.

Cons

Sometimes it loads slowly but the issue is typically resolved quickly.

“Clunky to operate

Pros

Totango is flexible in integrating with existing solutions, like Hubspot. We can transfer customer data both ways between Hubspot and Totango. It allows us to set up custom health scores, alerts, and offers a broad range of functionalities for customer engagement and activities.

Cons

The UI is still a bit clunky, also some functionalities are hidden and buttons are not placed easily. The timeline of interactions is hard to navigate and you can't pin information or notes like you can in Hubspot. The �touchpoint� feature is tricky because a single miss-click could send internal notes to the people tagged in it. Also you can't save a touchpoint card if you have opened a task in it without saving the task first. And the hierarchy between Company and Product isn't user-friendly and causes problems during integration.

“Well worth the money

Pros

The implementation took longer than expected but overall, it has most of the features our team needs.

Cons

While it's a comprehensive tool, the materials, explanations and feature request process could definitely be improved.

“Affordable and reliable CS platform

Pros

The biggest pro is definitely the price. For a low cost, we get a lot of features, including in-app NPS, success plays and the ability to integrate with various tools. It's a great platform to start with to make daily CS tasks easier. Plus, their support team is very responsive and helpful. So far, I have had no issues and they were very supportive during onboarding and implementation.

Cons

I've already noticed some functionalities are missing. For example, you can't export some reports or dashboards with widgets, nor can you send monthly reports.