1,072 Totango Reviews
One thing I really like about Totango is how it centralizes all customer data in one place. It makes it easy to run plays, track engagement, and have a full view of the customer journey. Having all the key information about accounts right at your fingertips helps drive more meaningful conversations and proactive support. It’s a huge time-saver and keeps everyone aligned. Review collected by and hosted on G2.com.
it can sometimes feel a bit cumbersome. There are quite a few tasks and manual steps that aren’t always necessary, which can make it feel overwhelming—especially for newer users or those who aren’t in the tool every day. Still, once you get the hang of it, the visibility and structure it provides are a big win. Review collected by and hosted on G2.com.
Totango has become an essential platform for driving scalable digital communications in our Customer Success team. We've been able to automate engagement workflows and tailor messaging across different customer segments. This has helped us proactively manage accounts at scale without losing the personal touch. The customer health insights are also a standout and help us prioritize outreach and identify at-risk customers early.
Overall, Totango is a strong choice for organizations looking to modernize and scale their Customer Success communications. It’s particularly well-suited for teams that value automation and data-driven decision-making. While there’s room for improvement in terms of setup complexity and reporting customization, the value it brings to customer lifecycle management far outweighs the drawbacks. Review collected by and hosted on G2.com.
There is a learning curve when it comes to unlocking more advanced features, and configuring custom metrics or segments can be time-intensive if you're not familiar with the system. Reporting capabilities are decent, though I do wish there were more flexibility in dashboard customization. We’ve also occasionally experienced performance hiccups when switching teams or doing a large project. Review collected by and hosted on G2.com.
Totango is very user-friendly and easy to navigate. It allows us to build and access reports quickly, which makes tracking customer activity and managing our workflows much more efficient. The interface is intuitive, and it doesn’t require heavy training to get value from the platform. It was also really easy to implement. Their support team is helpful and very responsive. We use the tool every day either by logging in or by using Connect via Outlook. Review collected by and hosted on G2.com.
Totango is a solid and user-friendly platform, but there are a couple of areas where additional enhancements would make a big difference. Integrations with external systems can be a bit manual and sometimes require more effort than expected. I'd also love to see more depth in the customer sentiment tracking to better capture nuanced signals of engagement and risk. These improvements would really strengthen the value it brings to CS teams. Review collected by and hosted on G2.com.
As a Customer Onboarding Manager, Totango has become an essential part of my daily workflow. It allows me to automate and scale onboarding communications without losing the personal touch. The ability to set up SuccessPlays and use SuccessBLOCs has made it much easier to guide customers through a consistent onboarding journey, with built-in triggers and alerts keeping things on track. I especially appreciate how I can segment customers by onboarding stage and send tailored messages or assign tasks across our team accordingly. Review collected by and hosted on G2.com.
Totango’s interface isn't always the most intuitive—especially when it comes to building out custom reports or dashboards. The logic can feel clunky, and it often takes quite a bit of trial and error to get things just right. If you're looking to go beyond the basics, you really need to dedicate time to learning the platform. There's a bit of a learning curve, and onboarding new team members into the tool has required more training than expected. Review collected by and hosted on G2.com.
Totango provides me as a leader with a single pane of glass to our defined KPIs and key insights for our customer portfolio, including leading indicators for churn mitigation, renewal forecasts, industry benchmarks, and core advocacy trends. We were able to easily connect our core data applications through standard integrations which enables this visibility for the team. Our team has a consolidated view of core metrics and account history, enabling transitions and driving visibility for key engagements. We were also able to implement very quickly when coming off of a sunsetting platform. The Totango team has been an amazing partner to us as an organization every step of the way. Totango enables our team on a daily basis, because "if it's not in Totango, it didn't happen." We wouldn't be successful in driving positive customer outcomes without it. Review collected by and hosted on G2.com.
We have a significant amount of data that is integrated with Totango that causes some minor performance issues. The campaign insights and workflow capabilities are not as robust as I would like. Review collected by and hosted on G2.com.
I like how we can create success plays to help complete specific tasks for our clients. They serve as a reminder of the actions I need to take and give me a clear view of how each client is performing on our platform. We can also create custom health scores to better gauge client progress and overall health. Review collected by and hosted on G2.com.
The one downside is dealing with late tasks. Totango generates tasks on Saturdays and Sundays, which are my days off. While I try to complete them before the weekend, I sometimes run out of time. I’d prefer not to receive assignments on my days off. Review collected by and hosted on G2.com.
In my experience, Totango has been valuable for tracking every interaction I have with my customers in great detail. It has allowed me to maintain a historical record of my daily tasks and interactions, which has been instrumental in identifying areas for improvement.
Additionally, I have found the Account Summary options particularly helpful, as they provide a comprehensive overview of my accounts. Review collected by and hosted on G2.com.
It has been challenging to learn all the functions. There are opportunities to improve the training and make it easier to understand, which would help users engage with all the tools. Review collected by and hosted on G2.com.
Customer Health Monitoring - provides real-time visibility into customer health scores using behavioral data, product usage, and engagement metrics. This helps proactively identify at-risk accounts and take action before churn occurs.
Automated Customer Journey Management - With SuccessBLOCs, automation and personalization of customer journeys can occur — from onboarding to renewal—ensuring consistent engagement.
Cross-Team Collaboration and Task Management - enables collaboration across customer success, sales, and support teams by centralizing customer data and assigning tasks, ensuring alignment on goals and progress. Review collected by and hosted on G2.com.
Limited Customization and Feature Gaps - some features are missing or require workarounds, e.g. limited hierarchy levels, restricted field roll-downs, lack of bulk actions for managing multiple accounts
Data Accuracy and Reporting Concerns - before deploying Totango, customers should complete a thorough data hygiene exercise - Totango cannot do the clean-up for you (it can reveal poor data management). Poor background data will lead to occasional inconsistencies in customer health scores and analytics, where the platform may inaccurately reflect customer engagement or usage, leading to potential misinterpretations
Integration and Usability Challenges - integrates with tools like Salesforce, but there are delays in data syncing and integration issues Review collected by and hosted on G2.com.
The user interface is friendly and not very complex. It enables me to track my customers' health score with multiple parameters defining the health score. It is also very well integrated with SFDC; the contact sync while triggering campaigns and to send outreaches is seamless. Any communication with customers through SFDC is also tracked. All in all, it's an easy to use and a powerful tool for Customer Success folks! Review collected by and hosted on G2.com.
Champion counts take time to update/reflect in Totango from SFDC. Review collected by and hosted on G2.com.
There's a very comprehensive set of features that make managing customer relationships and tracking account health much easier. The ability to create automated workflows, set up custom segments, and track usage data helps drive proactive engagement with customers. The interface is generally intuitive, and the integrations with other platforms like Salesforce ensure a seamless workflow. I also appreciate the flexibility in reporting and the ability to customize SuccessPlays to align with our internal processes. Review collected by and hosted on G2.com.
Reporting, while flexible, could use more advanced customization options. Additionally, integrating more deeply with our product to bring even more utilization data would enhance the experience. Review collected by and hosted on G2.com.
