Vitally Reviews & Product Details

In just one year, Vitally has fundamentally transformed our Partner Success organization, moving us from disparate, manual processes to a unified, data-driven platform. It has truly become the central nervous system for all our customer-facing activities.

The new AI-powered features are phenomenal. The Meeting Recorder automatically joins, transcribes, and summarizes our Zoom calls, and the AI Copilot helps us instantly uncover risks and key insights from across the entire customer account. The AI meeting summaries alone have been a massive time-saver and have significantly improved our post-meeting follow-up.

Standardizing our most critical workflows, like Risk Management and Terminations, within Vitally has brought much-needed consistency and efficiency to the team. Review collected by and hosted on G2.com.

There is very little to dislike. The platform has been foundational to our success, and the main "dislike" is really just a desire for more. As we've matured our processes, we're hungry to integrate even more granular data from our other platforms to make our health scores and alerts even more powerful. We're excited to work with the Vitally team to continue building on the strong data foundation we've established. Review collected by and hosted on G2.com.

Vitally is highly customizable, which makes it an essential part of how we manage Customer Success at Streamline. I use it daily to build and maintain playbooks, automate QBR workflows, and create dashboards that track renewal timelines, CSAT results, and product adoption across our accounts. It has helped align our CS processes with other departments like Product and Marketing by giving us visibility into account health and activities in one place.

We’ve also been able to tailor it to our own team structure, making it flexible enough for both technical and operational work. Review collected by and hosted on G2.com.

Support response times could be faster. It sometimes takes longer than expected to get answers or a resolution on issues we escalate.

It would also be helpful to have clearer timelines or status updates on submitted requests. Review collected by and hosted on G2.com.

As a CSM having the TASKS dashboard allows me to have a landing spot every morning to shape the day VS diving into emails w/ no direction. Other dashboards, reporting and notes give our team insight during transitioning accounts, company check ins and the health of our partner facilities. The Vitally platform also continues to adapt to needs of CSMs and works directly w/ our team to get our feedback and use cases. Review collected by and hosted on G2.com.

I don't understand why if I adjust a due date it reverts back VS keeping the date I'd entered, and the lack of integration w/ Outlook is a challenge, but I know that's being looked at and worked on. Review collected by and hosted on G2.com.

I love the flexibility and ability to segment of our Customer Health Score. We are able to get granular and give a high level view of our customer health. Review collected by and hosted on G2.com.

I wouldn't say there is a downside, we have a deep level of understanding of our customer accounts from several different perspectives now that we use the platform (Revenue, Health, Activity, Meeting tracking). Review collected by and hosted on G2.com.

How easy it is to set up, how quickly you can plug and play a multitude of integrations. Getting Vitally off the ground is fast, which matters in a start up environment or when moving tools in a larger organization. Their Customer Success team is also next level, as it should be for a tool like this. They're training and support makes it easy to learn how to best use Vitally in your own environment. It's so simple! Vitally has become our every day tool, and source of truth for almost everything Customer Success, and the only thing we aren't using it for is our fault not the tools fault. WE LOVE VITALLY! Review collected by and hosted on G2.com.

Currently, there isn't anything Vitally isn't doing that we need. Review collected by and hosted on G2.com.

I use Vitally to track customer onboarding and revenue. It allows me to track all of our revenue sources in one place and monitor customer usage, onboarding, and customer health. Once it's set up, it provides a reliable source for measuring all of the CS KPIs that are vital to understanding the health of customers, onboarding, retention, and churn. The reporting is robust and customizable, which helps with accuracy. We can accurately assess success, risk factors, churn, and the health of customers and CSMs. Review collected by and hosted on G2.com.

A lot of secondary features are half baked. The cost for some of their enhancements is far above the industry standards, and because there are so many moving parts and poor insights into daily values, it can be tough to troubleshoot when something isn't working properly. The docs feature is unusable, jumping all over the page when you're trying to add any elements. Also, the same thing happens in notes, email templates, etc. The AI features, while nice, are very high priced and the cost does not allow for ROI. Not easy at all. Our onboarding specialist seemed spread pretty thin. They gave poor advice, were slow to response, and caused us development time on the wrong path. Review collected by and hosted on G2.com.

I like that Vitally is extremely flexible in its configuration, always providing a way to get the data in and deliver insights about our customers. The platform offers tons of integrations, which make the data useful for day-to-day CSM tasks or management reporting once it's in. The AI features are new but already pretty good, and they save a ton of time by summarizing the entire customer account activity and health, especially when onboarding new teammates or prepping for customer-specific calls. Their support team also does a great job in making things easier. Review collected by and hosted on G2.com.

For non-technical users, it can be a bit overwhelming. Getting the initial setup deployed is a lot of work and requires access to many systems with a lot of technical know-how. It's still a challenge to get all data from several systems integrated into Vitally. Review collected by and hosted on G2.com.

Vitally has a clean and modern UI that is intuitive for admin and end users alike. It is 100% customizable, which is exactly what we want in a CS tool. I also love how quick the team is to both release new features and respond to feature requests and support inquiries.

Integration-wise, the two-way Zendesk integration was a gamechanger, as we can now send critical info to our support team, like account assignments, implementation status, and data points related to risk. Review collected by and hosted on G2.com.

The only thing that gives us trouble is Vitally cannot handle users appearing on multiple accounts. It causes messiness for our partner accounts. Review collected by and hosted on G2.com.

I like the Playbooks in Vitally. They let us set up custom workflows that help tailor our approach based on client activity. This feature is really valuable for different departments and account types, allowing us to create custom if-then statements that integrate well with our other software and tech stacks. It's great because it makes our daily work more efficient. I also enjoy that the setup felt pretty easy, only taking a couple of days to understand the layout and dashboards. Review collected by and hosted on G2.com.

Sometimes just errors come from the amount of actions we have, especially with being tied to Salesforce. Nothing comes to mind as anything bad on the Vitally side. Review collected by and hosted on G2.com.

I am using Vitally as a CRM and its analytics help me with my day-to-day tasks. I appreciate the new AI feature which gives me a summary of the whole account. I also like the reminders on the renewals and reaching out to my customers. The templates I can save for NPS and other scores are great because they help me assess better if the customer is happy or not. Additionally, I find the recording of cadences and transcripts to be good. The integration with my Google Calendar is also beneficial, and I found the initial setup to be very easy and convenient. Review collected by and hosted on G2.com.

The language in the recordings of cadences and transcripts is sometimes not very clear. Review collected by and hosted on G2.com.