Totango

Grade the health of your customers

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Cheap and good CS platform

Commentaires : 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.

Avantages :

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.

Inconvénients :

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

Commentaires : 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.

Avantages :

Ability to create different views based upon the teams that you're working in, and report/dashboard creation is relatively easy.

Inconvénients :

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

Commentaires : 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.

Avantages :

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

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.