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Totango
Cos'è Totango?
Totango è una piattaforma per il successo dei clienti che aiuta le aziende con entrate ricorrenti a semplificare le complessità del successo dei clienti, collegandone i dati, monitorandone attivamente i cambiamenti di salute e promuovendo un impegno proattivo. Importanti aziende utilizzano Totango per ridurre i tassi di abbandono, aumentare le entrate prevedibili e massimizzare il valore dei clienti nel tempo.
Chi utilizza Totango?
Grandi aziende basate su entrate ricorrenti che devono semplificare le complesse operazioni con i clienti, ottenere la prevedibilità delle entrate da parte dei clienti esistenti o ridurre l'abbandono di account di alto valore.
Hai dubbi su Totango?
Confrontalo con un'alternativa popolare
Totango
Recensioni su Totango
Grade the health of your customers
Commenti: This tool really helps give visibility into customer health, in ways that may be otherwise untrackable. Its open API integrates directly into our software product, so getting data is relatively close to real time.
Aspetti positivi:
Totango help grade the health of your software product users. We use Totango to determine which users are return users, how often they use our product, and for how long. We can then campaign to users based on usability. It also has a marketing component built in.
Aspetti negativi:
Sometimes it takes a little digging to find the information you're looking for. It integrates to marketing automation platforms, but you need to use a third party software like Zapier to integrate.
Alternative considerate:
Cheap and good CS platform
Commenti: We were implementing Totango for quite some time. We have a lot of customized metrics and we required integration with BigQuery. We just started using it recently. I see a lot of good sides and useful features but I also see some missing unfortunately. However, it's a good value for money so far.
Aspetti positivi:
The biggest pro is definitely a price. For little money we get a lot of functionalities and useful features i.e. inapp NPS, successplays, possibility to integrate with a lot of tools etc. I'm sure it's a great platform to start with to make your daily CS work easier. Also, their support is super responsive and helpful. So far I had no issues. They were also very helpful with the onboarding and implementation.
Aspetti negativi:
I've already noticed that there are some funcionalities missing. I'm not sure if other platform have it but for example it's not possible to export some reports/dashboards with widgets, or to send reports monthly.
Totango - Good window into customer's lifecycle
Commenti:
Totango was introduced as a tool to be used for post sales management of customers. The intent was that it would help manage & process tasks at various points in the customer's lifecycle, such as when they were coming up for renewal, or if there were a decrease in their heathscore.
What makes or breaks it is how invested your line of business is in the solution, my peers from other lines of business saw great value in using Totango, but as my LoB didn't invest fully as we had our own self built tool, we never realised the full value.
Aspetti positivi:
Ability to create different views based upon the teams that you're working in, and report/dashboard creation is relatively easy.
Aspetti negativi:
SuccessPlays, these weren't properly aligned with the line of business that I was working in, so became a nuisance. Customer Heathscore was badly calculated and of questionable value.
Disappointing Customer Service Experience from so called Customer Success Software
Commenti: Absolutely nothing. Their software was bad. So was their billing team who don't prioritize customer service. When our software didn't work we asked to cancel subscription but they said since we signed for 1 year contract, they can't cancel and moreover told us to pay upfront for the remaining months. We never used the software. We will be disputing all charges and put block on payment. This was the worst customer service experience we have had with any software vendor. They are greedy people and what an irony that they promote customer success software when infact they provide terrible customer service experience. NOT RECOMMENDED AT ALL.
Aspetti positivi:
Nothing really. The software was very hard to integrate and they couldn't do custom data. When asked about cancelling, they asked as to buy out our remaining months contract. Terrible customer service from a company that promotes Customer Success Software
A bit clunky to use
Commenti: The integration with the tool took a long time (almost a year) and required a lot of workarounds. I think it still hasn't won me over fully, and I struggle to come back to it every day to log each touchpoint.
Aspetti positivi:
Totango is flexible in the context of integration with already existing solutions, ie. Hubspot - we transfer customer data two-ways between HS and Totango.It allows to set up of custom Health score, custom alerts and has a broad range of functionalities that can help with customer engagement and activities overall.
Aspetti negativi:
It is still a bit clunky in context of UI - some functionalities are hidden, buttons are not intuitively placed, timeline of interactions is not so easy to navigate and you can't pin information or notes like in Hubspot. The "touchpoint" is a bit tricky because one miss-click can make it so that the internal note will be sent to the people tagged in it! You also can't save a touchpoint card if you opened up a task in it, and didn't save the task first...Also the hierarchy between Company and Product is not intuitive and causes some problems during the integration.
Digitally Engagement at Scale
Aspetti positivi:
I like how we are able to get the 360 view of a customer health, spot early indicators of churn, as well as create and deploy campaigns to nurture and engage our customers post sales in a scalable and efficient manner.
Aspetti negativi:
I wish there were more detailed campaign reporting, A/B testing of campaigns, additional features in the drag and drop templates for campaigns, along with monitors / alerts for when a campaign isn't triggering as it should. This is helpful especially when you are sending mass emails to a large audience.
Totango could be better. It could also be worse.
Commenti: I've been responsible for its use for a few years, and am not thrilled with this software. We use it to track for our account managers, and even they are frustrated by this.
Aspetti positivi:
I like Totango's ability to segment users based upon their health. I like the qucik automation and tracking of user actions. I like the hierarchy that is allowed for customers, though I wish this was more extensive.
Aspetti negativi:
I don't like that they can only have two levels of hierarchy short of extensive workarounds. I don't like that there are many fields which can't be rolled down, for some strange reason. Their focus on their slack integration instead of resolving basic feature requests is problematic. I haven't had the best experience with their support.
Great generally for overall customer health
Commenti: provides a great general overview of portfolio health
Aspetti positivi:
very easy to use, gives a great general idea of overall customer health of your portfolio at a glance
Aspetti negativi:
Of course sometimes its not accurate and the integrations require a lot of tweaking and work to get right. You need a subscription to a 3rd party tool like Zapier for example
Gets the job done
Aspetti positivi:
Totango has helped us run interesting segment reports of customers and better evaluate their risk levels with the aid of automation.
Aspetti negativi:
Tons of software updates that don't actually help - make the day to day workflow more complicated. Very difficult to view timeline of conversations - takes way too many clicks.
Great tool for Customer Journey Insights
Aspetti positivi:
Totango gave us a lot of different, integrated data points to understand how our interactions were impacting our new and existing customers. The platform was easy to set up and initial use was pretty seamless as we got started.
Aspetti negativi:
Out of the box functionality is great but you do you have to work with their tech and onboarding team pretty closely when it comes to integrations and customizations of the data views and communciation inputs.
Totango for the daily user
Commenti: We have integrated a data system that allows us to see usage of our products by our customers and health of accounts across a number of factors. We use this to help with forecasting and staying in front of customers. We have also automated a number of our processes to kick off email campaigns when usage is low, when customers are behind in payment and when customers provide feedback. We have better engagement and faster payments.
Aspetti positivi:
Easy to use dashboards and integration with other software that we use. Simple to follow tasks and documentation tools. I really like the Segments section which allows me to run reports on a number of different data segments on my customers.
Aspetti negativi:
Members on our team each have more than 100 customers and the system seems more geared towards teams with smaller bases but more touches/deeper dives. We manage with it but thinking we are not using all the tools available .
Would not recommend
Commenti:
Since the acquisition of Catalyst, we've become a number.
Support is terrible (waiting time of +- 5 days) and product doesn't get mayor updates anymore. If there are updates, it's not available for EU regions. I would never use Totango again.
Aspetti positivi:
Email campaigns is quite handy. It comes with some templates but they are really basic.
Aspetti negativi:
No updates, no support, UI is terrible and reporting is basic and sometimes limited to 365 days of history.
Much better Reporting that's saved me time
Commenti: Totango has helped me stay on top of poor health accounts that need more attention. It's also helped me forecast what accounts I think are renewing, cancelling, upgrading or downgrading. I like being able to see what accounts have been reached out to by support or sales too that way there's no overlap when I reach out.
Aspetti positivi:
Easy reporting/able to make segments on almost everything I need to track. Love the health score because it helps me know where my attention should be for accounts in poor health.
Aspetti negativi:
There's been a couple times where Totango has done some updates that our team did not like such as the new Tasks not showing all the Icons, rather it's in a drop down.
Easy to use - Simplify daily work
Commenti: Very satisfied.
Aspetti positivi:
Easy to use, and helps me to track my tasks and activities on a daily basis.
Aspetti negativi:
Sometimes having slow loading, but this getting resolved quick.
A good starting CS software
Aspetti positivi:
The ease of use, ability to quickly and easy customize email campaigns and reports
Aspetti negativi:
Major gaps in functionality (that they are slowly closing) - but still limited ability to automate and pre-populate data in fields to streamline CSM workflows. Our experience with their Customer Success team was terrible. We got very little value out of any interactions with our CSM.
Alternative considerate:
Worst saas tool ever. Let alone for customer success.
Aspetti positivi:
Nothing. Basic customer success features are okay.
Aspetti negativi:
Getting data into totango and synchronising data with other softwares is ridiculously difficult, painful and useless. Even with tools like zapier. If you use any other software for sales/marketing/finance - do not use or waste time in implementing totango.
Helpful, relatively easy to use.
Aspetti positivi:
The health Icon is a great way for sales and customer success reps to keep track of a big book of accounts. The ability to build reports, tier accounts by health and dollar value. Over an easy to use tool that makes working with a lot of customers better!
Aspetti negativi:
Building a report is not as straightforward as it could be. There is a lot of work internally to customize for our team. Definitely, need a good amount of training to be an expert.
Totango Review
Aspetti positivi:
I how easy it is to customize some aspects. I like the ability to create segments. I like the ability to create pins and tags.
Aspetti negativi:
The health score isn't always a good indication of what the health of the account is.
Not the best out there
Aspetti positivi:
Customer SuccessFlows can be a good tool to track your customers and health mixes.
Aspetti negativi:
It's overly expensive and needs tremendous amount of customization to fit your needs. Not really an easy way to seamlessly fit your requirements
Good CS platform that is easy to set up & leverage
Commenti: Good. My only advice is make sure you read the contract and ask about the onboarding and CS options.
Aspetti positivi:
Good self-service download demo to implement without any human contact with the company. Simply sign up online. Easy integrations and fairly intuitive.
Aspetti negativi:
It is pretty intuitive and east to use. I would just read the contact information about what is included and what isn't.
Risposta di Totango
4 anni fa
Thank you for taking the time to give us a review. We value your feedback. Our Community Edition has been designed to be easy and intuitive to set up for new Customer Success Teams. If you need additional functionality or support like extra onboarding, we have both affordable packages and custom pricing options available, please just let us know what you are looking for. Thanks again!
Nice monitoring
Aspetti positivi:
Good control over my book of business to catch issues.
Aspetti negativi:
New releases aren’t that smooth and need refinement.
One of the worst
Commenti: Overall, this was not a good experience, especially for the money
Aspetti positivi:
This is a mediocre software that does pretty much what it says it will do, but in a very non-intuitive way. Every and any competitor I have used or seen had done it better But yeah, ultimately, they have most of the functionalities
Aspetti negativi:
Customer Support Not intuitive Analytics are just so so
Good value for money
Aspetti positivi:
The implementation took long time but overall has almost all functionalities our team needed
Aspetti negativi:
It is a very comprehensive tool and the materials and explanations, as well as the feature request process could be better
Very useful for sales teams
Aspetti positivi:
Totango is user-friendly, especially for an overall non-technical user base. The data in Totango allows both the pre- and post-sales teams at my company to better collaborate, have insight into accounts, and overall give me a snapshot of the customer so I can best focus my time.
Aspetti negativi:
Some of the data can be misleading or incorrect. For example, some clients that show as "green" or "yellow," meaning they are utilizing my product heavily, are not in fact doing so. This is the exception to the norm.
Totango is an awesome engagement measurement tool
Aspetti positivi:
Totango is easy to run reports and send to clients. It is fully integrated with our CRM which enables me to get quick insight at a glance before calling a customer.
Aspetti negativi:
I wish it could self gen reports that would be client facing!