Vitally good tool for CS to manage customers
October 02, 2024

Vitally good tool for CS to manage customers

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Vitally

My use of Vitally is to manage my customers. Our Vitally is integrated with different sources like Gong, Salesforce and Quip.
I use it to track all my customers and manage the activities I perform for them like: health score management, dasboard related to their usage of our product as well as keep track of meetings, success plans and so on.

Pros

  • Integrations with other sources
  • Dashboards easy to build
  • Quick research of info

Cons

  • New menu tree tricky to use
  • Building dashboard is easy but sometimes tricky to do them quickly
  • Different panles sometimes not well organized in the UI
  • Positive Customer Onboarding and Progress Tracking
  • Good tracking of customer relationship management
  • Customer onboarding, adoption, and satisfaction
Using of this tool I have improved customer satisfaction tracking and reduced churn rates by ensuring tasks are completed within set timeframes. Customer Sentiment analysis is also very important for me as well as the good project tracking and alignment across Product, Engineering, and Sales teams. This leads to more efficient collaboration and project completion.
Advantages of Vitally are most on the Customer Onboarding and progress tracking. For example Vitally has a structured approach that helps us to keep track of customer satisfaction and work on the reduction of churn rates. It also has a graphical timeline interface providing valuable insights into customer sentiment and platform usage patterns Leat but not last Vitally has facilitated better project tracking and alignment across teams.

Do you think Vitally delivers good value for the price?

Yes

Are you happy with Vitally's feature set?

Yes

Did Vitally live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Vitally go as expected?

I wasn't involved with the implementation phase

Would you buy Vitally again?

Yes

I use Vitally to manage my customers and what I like the most is the way of updating CS Account Sentiment based on significant changes in customer experience as well as track project progress and ensure that all team members are aligned providing good insights. Some limitations of the product maybe a way of sending automated communications to customers and some not easy way to manage the UI menu.

Vitally Feature Ratings

Product usage
8
NPS surveys
8
Customer profiles
8
Automated workflow
8
Internal collaboration
9
Customer health scoring
10
Customer segmentation
9
Customer health trends
8
Engagement analytics
7
Revenue forecasting
6
Dashboards
8
Role-based user permissions
9
Integration with Salesforce.com
9

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