Overall Satisfaction with Totango
Totango is being used exclusively by our Customer Success department. Our implementation team uses it to effectively onboard our customers, and our customer success managers use it to manage their customer book of business. We also use Totango as a team for personalized tech touch outreach to our more independent and smaller customers. Totango allows us to stay organized, strategically plan our day and reach ALL of our customers with a personalized approach. Customer data brought into Totango allows us to see which customers may need our attention right now versus those who look to be doing well and may not need any proactive outreach. There are so many different ways we use this product to remain active and present with our customers.
- Personalized communication at scale.
- Data-driven automation.
- Smart integration with email communication.
- Ability to include or exclude third-parties from communication from within the software.
- I would love to have more survey options within the tool.
- Cross-segmentation capabilities.
- More ability to segment communication types and parties (ie: last touch by CSM only vs. campaign).
- We have been able to streamline processes and handle more work without adding additional headcount.
- We have also been able to target at risk customers quicker and act on it.
Because our company does not use Salesforce, Gainsight was difficult to implement and keep updated. With Totango being built on its own architecture we will more easily able to implement the product and got value within 60 days versus very little value with Gainsight in over a year of trying to implement and utilize. The white glove customer care we get from Totango is also light years better than what we had before.
Do you think Totango delivers good value for the price?
Yes
Are you happy with Totango's feature set?
Yes
Did Totango live up to sales and marketing promises?
Yes
Did implementation of Totango go as expected?
Yes
Would you buy Totango again?
Yes