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Totango

4.0
(22)

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Accelerate Revenues with Customer Engagement Management

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(3)

Totango Features

Features Summary

Functionality

3.9

/5

22

Total features

30

7 categories

Totango features

Account Alerts
Account Management
Alerts/Notifications
Campaign Management
Communication Management
Complaint Monitoring
Conversion Tracking
Customer Engagement

Common features of Customer Experience software

API
Access Controls/Permissions
Alerts/Notifications
CRM
Collaboration Tools
Customer Journey Mapping
Customer Segmentation
Customizable Branding

Price starts from

ic-pricetag

No pricing info

Pricing options
Free plan
Subscription
Free trial

Screenshots

Contenders comparison

Functionality

3.9

/5

22

Price starts from

ic-pricetag

No pricing info

learn more

Total Features

30

Unique features

  • Knowledge Management

  • Account Alerts

  • Health Score

  • Product Data Management

Functionality

4.5

/5

9.4K

Price starts from

25

/user

Per month

visit website

Total Features

54

Features in Common

7

Unique features

  • Question Branching

  • Mobile Survey

  • Surveys & Feedback

  • Customizable Forms

Functionality

4.2

/5

5.9K

Price starts from

0

/user

Per month

visit website

Total Features

207

Features in Common

16

Unique features

  • Client Portal

  • Social Promotion

  • Customizable Fields

  • Task Management

Common Totango comparisons

Totango logo
SmartKarrot logo
TotangovsSmartKarrot
Totango logo
Amity logo
TotangovsAmity

Reviewers who mentioned features said:

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Grade the health of your customers

Reviewed 4 years ago

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.

Pros

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.

Cons

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Cheap and good CS platform

Reviewed 2 months ago

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.

Pros

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.

Cons

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend4/10

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Not the best out there

Reviewed 3 years ago
Pros

Customer SuccessFlows can be a good tool to track your customers and health mixes.

Cons

It's overly expensive and needs tremendous amount of customization to fit your needs. Not really an easy way to seamlessly fit your requirements

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Much better Reporting that's saved me time

Reviewed 3 years ago

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.

Pros

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.

Cons

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Great generally for overall customer health

Reviewed 4 years ago

provides a great general overview of portfolio health

Pros

very easy to use, gives a great general idea of overall customer health of your portfolio at a glance

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Great tool for Customer Journey Insights

Reviewed 5 years ago
Pros

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.

Cons

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Totango for the daily user

Reviewed 3 years ago

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.

Pros

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.

Cons

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 .

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

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A good starting CS software

Reviewed 3 years ago
Pros

The ease of use, ability to quickly and easy customize email campaigns and reports

Cons

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Good CS platform that is easy to set up & leverage

Reviewed 2 years ago

Good. My only advice is make sure you read the contract and ask about the onboarding and CS options.

Pros

Good self-service download demo to implement without any human contact with the company. Simply sign up online. Easy integrations and fairly intuitive.

Cons

It is pretty intuitive and east to use. I would just read the contact information about what is included and what isn't.

Vendor response

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!

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Helpful, relatively easy to use.

Reviewed 4 years ago
Pros

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!

Cons

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Very useful for sales teams

Reviewed 4 years ago
Pros

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.

Cons

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Worst saas tool ever. Let alone for customer success.

Reviewed 6 months ago
Pros

Nothing. Basic customer success features are okay.

Cons

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Totango is an awesome engagement measurement tool

Reviewed 4 years ago
Pros

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.

Cons

I wish it could self gen reports that would be client facing!

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Tracking customer insights

Reviewed 3 years ago
Pros

Totango provides multiple data points for a particular customer journey. Really love the 'health status' as it helps track activity levels of leads and narrows down the focus on different customer groups

Cons

Have not experienced any negatives so far

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Review of Totango A Real-time Customer Engagement Platform for Online Businesses

Reviewed 10 years ago

Enough has been said about increasing customer engagement on the web. Totango is an excellent tool that enables you to track and measure this metric. Using this tool, you can make informed decisions and craft successful strategies for your application. To be sure, this is one dance you will not regret!

Pros

Great way to attract new customers and convert existing ones

Cons

The installation process could be simpler

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Totango Review

Reviewed 6 years ago

We have recently tested out Totango for customer lifecycle management and have been impressed by the ability to set up health indicators and both report on progress and provide our sales agents with a funnel for conversion and customer activity.

Pros

No pros were added to this review

Cons

No cons were added to this review