# Totango vs ZapScale Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Totango excels in user-friendliness, with many users appreciating its intuitive dashboards that simplify tracking customer health and engagement. One user highlighted how seamlessly it integrates with Salesforce, making updates effortless and convenient.
- **Users say** that ZapScale provides a comprehensive 360° view of customers by integrating data from various sources like CRM, support, and billing. This holistic approach is praised for helping customer success managers prioritize their efforts effectively.
- **Reviewers mention** that while Totango has a solid overall G2 Score, it faces challenges in implementation, with some users noting that the setup process can be less straightforward compared to ZapScale, which is recognized for its quick onboarding and ready-made playbooks.
- **According to verified reviews** , ZapScale shines in predictive analytics, with users appreciating its ability to forecast churn and help manage customer relationships proactively. This feature is particularly beneficial for B2B companies looking to maintain positive customer sentiments.
- **Users highlight** that Totango's strength lies in its ability to provide clear visibility into accounts and tasks, making it easier for teams to manage customer success activities without juggling multiple tools. This is a significant advantage for those who prioritize streamlined workflows.
- **Reviewers note** that while ZapScale has a higher star rating, Totango's larger number of reviews suggests a more established user base, which can provide potential buyers with greater confidence in its reliability and performance over time.



| | Totango | ZapScale | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.8 out of 5 | 
| **Total Reviews** | 1,150 | 115 | 
| **Largest Market Segment** | Mid-Market (57.0% of reviews) | Small-Business (52.6% of reviews) | 
| **Entry Level Price** | Contact Us Per Year | $500.00 Per Month | 

---
## Top Pros & Cons

### Totango

Pros:
- Ease of Use (202 reviews)
- Customer Support (98 reviews)

Cons:
- Learning Curve (83 reviews)
- Integration Issues (65 reviews)

### ZapScale

Pros:
- Ease of Use (11 reviews)
- Insights (9 reviews)

Cons:
- Missing Features (4 reviews)
- Slow Performance (3 reviews)

---
## Ratings Comparison
| Rating | Totango | ZapScale | 
|---|---|---|
  | **Meets Requirements** | 8.3 (970 reviews) | 9.3 (108 reviews) | 
  | **Ease of Use** | 8.2 (984 reviews) | 9.4 (109 reviews) | 
  | **Ease of Setup** | 7.4 (494 reviews) | 9.1 (74 reviews) | 
  | **Ease of Admin** | 7.8 (362 reviews) | 8.9 (29 reviews) | 
  | **Quality of Support** | 8.4 (816 reviews) | 9.6 (107 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.6 (361 reviews) | 9.3 (29 reviews) | 
  | **Product Direction (% positive)** | 8.7 (946 reviews) | 9.6 (108 reviews) | 

---
## Pricing

### Totango

#### Entry-Level Pricing

Plan: Enterprise

Price: Contact Us Per Year

Description: Efficiently scale customer success with solutions backed by enterprise-grade privacy, security, and customization.

Key Features:
-  10 users (Practitioner seats)
- 2,000 customer accounts
-  5 teams

[Browse all 2 editions](https://www.g2.com/products/totango/pricing)

#### Free Trial

No

### ZapScale

#### Entry-Level Pricing

Plan: Startup Plan

Price: $500.00 Per Month

Key Features:
- This pricing is for startups with upto 100 customers, ZapScale offers unlimited users in your organization, unlimited app integration & 1 day onboarding. You will be able to track upto 10 product features / event tracked & retain data for 90 days. Below is the detailed product feature list:
- Customer 360 view 
- Health Analytics 

[Browse all 2 editions](https://www.g2.com/products/zapscale/pricing)

#### Free Trial

No

---
## Features Comparison By Category

### Customer Success

| Product | Score | Reviews |
|---|---|---|
| **Totango** | 7.9/10 | 822 |
| **ZapScale** | 9.2/10 | 92 |

#### Customer Information

| Feature | Totango | ZapScale | 
|---|---|---|
| **Customer Health Scores** | 8.2 (775 reviews) ✓ Verified | 9.4 (91 reviews) | 
| **Customer Monitoring** | 8.4 (753 reviews) ✓ Verified | 9.2 (89 reviews) | 
| **Customer Profiles** | 8.4 (748 reviews) ✓ Verified | 9.1 (88 reviews) | 
| **Playbooks** | 7.7 (639 reviews) ✓ Verified | 9.0 (89 reviews) | 
| **Customer Segments** | 8.5 (759 reviews) ✓ Verified | 9.2 (89 reviews) | 
| **Product Engagement** | 8.0 (697 reviews) ✓ Verified | 9.2 (88 reviews) | 
| **Surveys** | 7.3 (569 reviews) ✓ Verified | 8.9 (84 reviews) | 

#### Predictions

| Feature | Totango | ZapScale | 
|---|---|---|
| **Churn Risk** | 7.8 (667 reviews) ✓ Verified | 9.3 (87 reviews) | 
| **Upsell Opportunities** | 7.1 (634 reviews) ✓ Verified | 9.0 (85 reviews) | 
| **Custom Triggers** | 7.9 (674 reviews) ✓ Verified | 9.2 (86 reviews) | 
| **Machine Learning** | 6.6 (495 reviews) ✓ Verified | 8.6 (81 reviews) | 

#### Platform

| Feature | Totango | ZapScale | 
|---|---|---|
| **Reporting & Dashboards** | 8.0 (756 reviews) ✓ Verified | 9.2 (90 reviews) | 
| **API & Integrations** | 7.7 (692 reviews) ✓ Verified | 9.2 (90 reviews) | 
| **Data Import & Export Tools** | 7.9 (690 reviews) ✓ Verified | 9.1 (84 reviews) | 
| **Workflow Capability** | 8.0 (701 reviews) ✓ Verified | 9.2 (87 reviews) | 
| **Notifications** | 7.9 (726 reviews) ✓ Verified | 9.3 (87 reviews) | 
| **Customization** | 7.9 (717 reviews) ✓ Verified | 9.1 (87 reviews) | 
| **Scalability** | 8.3 (710 reviews) ✓ Verified | 9.0 (87 reviews) | 
| **Data Security** | 8.5 (632 reviews) ✓ Verified | 9.4 (86 reviews) | 
| **Performance & Reliability** | 8.2 (742 reviews) ✓ Verified | 9.4 (87 reviews) | 
| **User, Role, and Access Management** | 8.3 (710 reviews) ✓ Verified | 9.4 (88 reviews) | 

#### Generative AI

| Feature | Totango | ZapScale | 
|---|---|---|
| **AI Text Generation** | Feature Not Available | 9.1 (46 reviews) | 
| **AI Text Summarization** | Feature Not Available | 9.1 (46 reviews) | 

#### Agentic AI - Customer Success

| Feature | Totango | ZapScale | 
|---|---|---|
| **Autonomous Task Execution** | 7.5 (53 reviews) | Not enough data | 
| **Multi-step Planning** | 7.8 (52 reviews) | Not enough data | 
| **Cross-system Integration** | 8.0 (51 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.7 (51 reviews) | Not enough data | 
| **Proactive Assistance** | 7.6 (52 reviews) | Not enough data | 

### Digital Adoption Platform

| Product | Score | Reviews |
|---|---|---|
| **Totango** | 6.8/10 | 63 |
| **ZapScale** | N/A | N/A |

#### User Analysis

| Feature | Totango | ZapScale | 
|---|---|---|
| **Survey Implementation** | 7.1 (50 reviews) | Not enough data | 
| **Data Analysis** | 7.0 (55 reviews) | Not enough data | 

#### User Support

| Feature | Totango | ZapScale | 
|---|---|---|
| **User Segmentation** | 7.9 (55 reviews) | Not enough data | 
| **Multi-Language Support** | 6.9 (39 reviews) | Not enough data | 
| **Behavior-responsive Messaging** | Feature Not Available | Not enough data | 

#### Walkthrough Type

| Feature | Totango | ZapScale | 
|---|---|---|
| **Audio-visual Walkthroughs** | Feature Not Available | Not enough data | 
| **Text Bubble Walkthroughs** | 6.6 (41 reviews) | Not enough data | 

#### Platform Basics - Digital Adoption Platform

| Feature | Totango | ZapScale | 
|---|---|---|
| **Integration** | 7.1 (7 reviews) | Not enough data | 
| **Communications** | 6.4 (7 reviews) | Not enough data | 

#### Analytics - Digital Adoption Platform

| Feature | Totango | ZapScale | 
|---|---|---|
| **Analytics** | 6.2 (7 reviews) | Not enough data | 

#### Functions - Digital Adoption Platform

| Feature | Totango | ZapScale | 
|---|---|---|
| **Customer self-service** | 7.1 (7 reviews) | Not enough data | 
| **In-app guidance** | 5.8 (8 reviews) | Not enough data | 

#### Agentic AI - Digital Adoption Platform

| Feature | Totango | ZapScale | 
|---|---|---|
| **Adaptive Learning** | Not enough data | Not enough data | 

### Customer Data Platform (CDP)

| Product | Score | Reviews |
|---|---|---|
| **Totango** | 7.6/10 | 224 |
| **ZapScale** | N/A | N/A |

#### Data Sourcing

| Feature | Totango | ZapScale | 
|---|---|---|
| **Data Enrichment** | 8.1 (178 reviews) ✓ Verified | Not enough data | 
| **Expandability** | 8.1 (178 reviews) ✓ Verified | Not enough data | 
| **Content Marketing** | 7.1 (110 reviews) | Not enough data | 
| **Multiple Devices** | 7.6 (113 reviews) | Not enough data | 

#### Intelligence

| Feature | Totango | ZapScale | 
|---|---|---|
| **Marketing Metrics** | Feature Not Available | Not enough data | 
| **Predictive Modeling** | 7.2 (157 reviews) ✓ Verified | Not enough data | 
| **Recommendation Engine** | Feature Not Available | Not enough data | 

### Customer Revenue Optimization

| Product | Score | Reviews |
|---|---|---|
| **Totango** | 7.7/10 | 92 |
| **ZapScale** | N/A | N/A |

#### Sales Team

| Feature | Totango | ZapScale | 
|---|---|---|
| **Flexible Sales Process** | 7.4 (68 reviews) | Not enough data | 
| **Training Mode** | Feature Not Available | Not enough data | 
| **Playbooks** | 7.6 (74 reviews) | Not enough data | 

#### Intelligence

| Feature | Totango | ZapScale | 
|---|---|---|
| **Opportunity Identification** | 7.3 (72 reviews) | Not enough data | 
| **Zero-touch Renewals** | 6.8 (66 reviews) | Not enough data | 
| **Smart Content** | 6.8 (62 reviews) | Not enough data | 

#### Mapping

| Feature | Totango | ZapScale | 
|---|---|---|
| **Multiple Org Charts** | Feature Not Available | Not enough data | 
| **Stakeholder Roles** | Feature Not Available | Not enough data | 

#### Agentic AI - Customer Revenue Optimization

| Feature | Totango | ZapScale | 
|---|---|---|
| **Autonomous Task Execution** | 8.6 (7 reviews) | Not enough data | 
| **Cross-system Integration** | 8.6 (7 reviews) | Not enough data | 
| **Adaptive Learning** | 8.1 (7 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.9 (7 reviews) | Not enough data | 
| **Proactive Assistance** | 8.3 (7 reviews) | Not enough data | 
| **Decision Making** | 7.9 (8 reviews) | Not enough data | 

### Customer Journey Mapping

| Product | Score | Reviews |
|---|---|---|
| **Totango** | 7.7/10 | 192 |
| **ZapScale** | N/A | N/A |

#### Platform Basics

| Feature | Totango | ZapScale | 
|---|---|---|
| **Templates** | 8.0 (143 reviews) | Not enough data | 
| **Exporting** | 7.7 (146 reviews) | Not enough data | 
| **Multi-user Access and Collaboration** | 8.2 (139 reviews) | Not enough data | 
| **Multiple Personas** | Feature Not Available | Not enough data | 
| **Data Analytics ** | 7.6 (132 reviews) | Not enough data | 

#### Agentic AI - Customer Journey Mapping

| Feature | Totango | ZapScale | 
|---|---|---|
| **Autonomous Task Execution** | 7.1 (18 reviews) | Not enough data | 

### Customer Journey Analytics

| Product | Score | Reviews |
|---|---|---|
| **Totango** | 8.1/10 | 270 |
| **ZapScale** | N/A | N/A |

#### Platform Basics

| Feature | Totango | ZapScale | 
|---|---|---|
| **Dynamic Segmentation** | 8.4 (228 reviews) ✓ Verified | Not enough data | 
| **Journey Optimization** | 8.2 (227 reviews) ✓ Verified | Not enough data | 

#### Platform Data

| Feature | Totango | ZapScale | 
|---|---|---|
| **Journey Reporting** | 8.0 (221 reviews) ✓ Verified | Not enough data | 
| **Trends Reporting** | 7.9 (222 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 8.3 (242 reviews) ✓ Verified | Not enough data | 
| **Advanced Data Filtering** | 8.2 (227 reviews) ✓ Verified | Not enough data | 

#### Platform Additional Functionality

| Feature | Totango | ZapScale | 
|---|---|---|
| **Journey Mapping** | 8.2 (219 reviews) ✓ Verified | Not enough data | 
| **Integrations** | 7.9 (227 reviews) ✓ Verified | Not enough data | 
| **Automated Alerts** | 8.1 (199 reviews) | Not enough data | 

#### Agentic AI - Customer Journey Analytics

| Feature | Totango | ZapScale | 
|---|---|---|
| **Autonomous Task Execution** | 7.3 (15 reviews) | Not enough data | 
| **Cross-system Integration** | 8.4 (15 reviews) | Not enough data | 
| **Adaptive Learning** | 8.0 (15 reviews) | Not enough data | 
| **Proactive Assistance** | 7.8 (15 reviews) | Not enough data | 

### Experience Management

| Product | Score | Reviews |
|---|---|---|
| **Totango** | 7.8/10 | 126 |
| **ZapScale** | N/A | N/A |

#### Analytics

| Feature | Totango | ZapScale | 
|---|---|---|
| **Net Promoter Score (NPS)** | 8.1 (101 reviews) | Not enough data | 
| **Customer Satisfaction (CSAT) Score** | 8.2 (95 reviews) | Not enough data | 
| **Customer Effort Score (CES)** | Feature Not Available | Not enough data | 
| **Gamification** | Feature Not Available | Not enough data | 

#### Customization

| Feature | Totango | ZapScale | 
|---|---|---|
| **Stakeholder Management** | 8.0 (90 reviews) | Not enough data | 
| **Multilanguage Support** | Feature Not Available | Not enough data | 
| **Multiple Branding Support** | 7.6 (76 reviews) | Not enough data | 
| **Vertical-specific Solutions** | Feature Not Available | Not enough data | 

#### Generative AI

| Feature | Totango | ZapScale | 
|---|---|---|
| **AI Text Generation** | 6.4 (51 reviews) | Not enough data | 
| **AI Text Summarization** | 6.4 (52 reviews) | Not enough data | 

#### Agentic AI - Experience Management

| Feature | Totango | ZapScale | 
|---|---|---|
| **Autonomous Task Execution** | 8.1 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 8.5 (8 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.5 (8 reviews) | Not enough data | 
| **Proactive Assistance** | 8.5 (8 reviews) | Not enough data | 

### Client Onboarding

| Product | Score | Reviews |
|---|---|---|
| **Totango** | 8.1/10 | 243 |
| **ZapScale** | N/A | N/A |

#### Onboarding Setup

| Feature | Totango | ZapScale | 
|---|---|---|
| **Workflows** | 8.2 (221 reviews) | Not enough data | 
| **Templates** | 7.9 (212 reviews) | Not enough data | 
| **Checklists** | 8.0 (202 reviews) | Not enough data | 

#### Project Tracking

| Feature | Totango | ZapScale | 
|---|---|---|
| **Monitoring** | 8.2 (199 reviews) | Not enough data | 
| **Resources** | Feature Not Available | Not enough data | 
| **Content** | 8.0 (195 reviews) | Not enough data | 
| **Tasks** | 8.4 (212 reviews) | Not enough data | 
| **Optimization** | 8.0 (193 reviews) | Not enough data | 

#### Customer Engagement

| Feature | Totango | ZapScale | 
|---|---|---|
| **Portal** | 7.9 (188 reviews) | Not enough data | 
| **Engagement** | 8.0 (204 reviews) | Not enough data | 
| **Branding** | 7.7 (199 reviews) | Not enough data | 
| **Visibility** | 8.3 (198 reviews) | Not enough data | 
| **Collaboration** | Feature Not Available | Not enough data | 

### SAP Store

| Product | Score | Reviews |
|---|---|---|
| **Totango** | N/A | N/A |
| **ZapScale** | N/A | N/A |

#### Agentic AI - SAP Store

| Feature | Totango | ZapScale | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (1):** [Customer Success Software](https://www.g2.com/categories/customer-success)

**Unique to Totango (8):** [Client Onboarding Software](https://www.g2.com/categories/client-onboarding), [Customer Revenue Optimization (CRO) Software](https://www.g2.com/categories/customer-revenue-optimization), [Customer Data Platforms (CDP)](https://www.g2.com/categories/customer-data-platform-cdp), [Experience Management Software](https://www.g2.com/categories/experience-management), [Customer Journey Mapping Tools](https://www.g2.com/categories/customer-journey-mapping), [Digital Adoption Platforms](https://www.g2.com/categories/digital-adoption-platform), [Customer Journey Analytics Software](https://www.g2.com/categories/customer-journey-analytics), [SAP Store Software](https://www.g2.com/categories/sap-store)



---
## Reviewer Demographics

### By Company Size

| Segment | Totango | ZapScale | 
|---|---|---|
| **Small-Business** | 22.3% | 52.6% | 
| **Mid-Market** | 57.0% | 45.6% | 
| **Enterprise** | 20.7% | 1.8% | 

### By Industry

#### Totango

- **Computer Software:** 36.2%
- **Information Technology and Services:** 19.0%
- **Telecommunications:** 4.3%
- **Internet:** 3.4%
- **Marketing and Advertising:** 3.4%
- **Computer & Network Security:** 3.1%
- **Financial Services:** 2.6%
- **Hospital & Health Care:** 1.6%
- **Education Management:** 1.5%
- **E-Learning:** 1.5%
- **Other:** 23.5%

#### ZapScale

- **Information Technology and Services:** 36.8%
- **Computer Software:** 26.3%
- **Marketing and Advertising:** 12.3%
- **Financial Services:** 3.5%
- **Accounting:** 2.6%
- **Online Media:** 1.8%
- **Apparel & Fashion:** 1.8%
- **Consulting:** 0.9%
- **Animation:** 0.9%
- **Banking:** 0.9%
- **Other:** 12.3%

---
## Alternatives

### Alternatives to Totango

- [Custify](https://www.g2.com/products/custify/reviews) — 4.7/5 stars (500 reviews)
- [ChurnZero](https://www.g2.com/products/churnzero/reviews) — 4.7/5 stars (1599 reviews)
- [Planhat](https://www.g2.com/products/planhat/reviews) — 4.5/5 stars (927 reviews)
- [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) — 4.5/5 stars (1739 reviews)
- [Vitally](https://www.g2.com/products/vitally/reviews) — 4.5/5 stars (699 reviews)
- [ClientSuccess](https://www.g2.com/products/clientsuccess/reviews) — 4.4/5 stars (424 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2915 reviews)
- [Twilio Segment](https://www.g2.com/products/twilio-segment/reviews) — 4.5/5 stars (566 reviews)
- [Pendo](https://www.g2.com/products/pendo-io-pendo/reviews) — 4.4/5 stars (1794 reviews)
- [Insider One](https://www.g2.com/products/insider-one/reviews) — 4.8/5 stars (1374 reviews)

### Alternatives to ZapScale

- [ChurnZero](https://www.g2.com/products/churnzero/reviews) — 4.7/5 stars (1599 reviews)
- [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) — 4.5/5 stars (1739 reviews)
- [Vitally](https://www.g2.com/products/vitally/reviews) — 4.5/5 stars (699 reviews)
- [Planhat](https://www.g2.com/products/planhat/reviews) — 4.5/5 stars (927 reviews)
- [Catalyst](https://www.g2.com/products/totango-catalyst/reviews) — 4.5/5 stars (660 reviews)
- [Custify](https://www.g2.com/products/custify/reviews) — 4.7/5 stars (500 reviews)
- [ClientSuccess](https://www.g2.com/products/clientsuccess/reviews) — 4.4/5 stars (424 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2915 reviews)
- [Aviso](https://www.g2.com/products/aviso/reviews) — 4.4/5 stars (968 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)

---
## Top Discussions

### Totango

- Title: [What would be the best way to load the pages faster?](https://www.g2.com/discussions/51442-what-would-be-the-best-way-to-load-the-pages-faster) — 2 comments
  > **Top comment:** "Only way I've seen is to restrict your filters on notifications (the first page for me at least)"
- Title: [What are best practices for CSM assignment process - both dynamic and static?](https://www.g2.com/discussions/16231-what-are-best-practices-for-csm-assignment-process-both-dynamic-and-static) — 2 comments, 1 upvote
  > **Top comment:** "Hi Tony, can we please move the conversation to forum.totango.com - we don't really track this discussion board that frequently"
- Title: [1. Embed a PDF fillable form? 2. Prepopulated email response be hyperlink to an automated email](https://www.g2.com/discussions/1-embed-a-pdf-fillable-form-2-prepopulated-email-response-be-hyperlink-to-an-automated-email) — 1 comment, 1 upvote
  > **Top comment:** "Julio, thank you for your questions and  patience. 
Totango support forms, however not in a PDF format. As for triggering responses, we can absolutely..."
- Title: [I would like for Totango to be able to send desktop notifications.](https://www.g2.com/discussions/totango-i-would-like-for-totango-to-be-able-to-send-desktop-notifications) — 1 comment, 1 upvote
  > **Top comment:** "Hi Jon,

That definitely a great idea. The best way to ask for new features is to submit them here. Our product team listens very carefully and many of the..."
- Title: [I would like for Totango to be able to send desktop notifications.](https://www.g2.com/discussions/i-would-like-for-totango-to-be-able-to-send-desktop-notifications) — 1 comment
  > **Top comment:** "Hi Jon, 

The best way to ask for new features is to submit them here. Our product team listens very carefully and many of the features are coming directly..."

### ZapScale

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/totango-vs-zapscale)