Totango Features

Provides users a customer-specific score to determine the overall satisfaction of each customer.

Monitor customer actions overall as well as their interactions with different teams within the company, such as the support team

Gain a holistic view of your customers. Create customer profiles based on data pulled in from multiple sources including CRMs, service desks, marketing tools, and financial systems such as accounting and payroll software.

Create and structure key customer success processes into a "playbook" to create unified team best practices for handling customers.

Separate customers into similar segments based on criteria such as subscription models, support needs, or usage behaviors to allow for more personalized and specific attention.

Identify which customers are getting the most out of your products or services and highlight those who have not yet fully adopted or may need further training.

Allows users to create and send out surveys to customers to determine net promoter scores and other key satisfaction information.

Calculates the risk that your customers will not renew or continue using your product or service.

Discovers and highlights factors that lead to upsell opportunities.

Allows users to set custom triggers to signal actions that will lead a customer to act in a particular way.

Ability for the platform to learn and improve predictions based on previous customer behavior and a growing database of customer information.

Access pre-built and custom reports and dashboards for viewing

The number of sources from which the platform can pull customer data and how well those integrations are supported.

Ability to input, modify, and extract data from the application in bulk through a structured file.

Automates everday customer success functions for more efficient and effective day-to-day processes.

Set alerts for customer actions in order to respond quickly and proactively.

Allows administrators to accommodate their unique process. Includes ability to create custom objects, fields, rules, calculations, and views.

Ability for the platform to grow with the user's company and support an increasing number of customers and users within the platform.

The measures taken to ensure that the customer data being held within the platform is being hosted in a safe environment and is not prone to risks.

Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond.

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Allows you to deploy NPS surveys to users.

Analyzes user survey responses and information in the application.

Organizes users into predefined groups and provides different responses based on group.

Supports multiple languages.

Supports text bubble walkthroughs.

Uses external data sources to improve customer profiles.

Can be updated to accept new sources and types of data.

Can act as a content marketing platform.

Can engage with customers across any device with a consistent message.

Predicts outcomes based on statistical models; can give insight to "what-if" scenarios.

Highlights cross-sell, upsell, and white space opportunities

Can fully automate the deal renewal process

Suggests content appropriate to stage and tone of the deal

Can operate under at least two distinct sales methodologies

Creates and stores multiple playbooks for sales

Provide templates for customer journey mapping to jumpstart the process.

Ability to export customer journey maps in a variety of formats to present and analyze.

Allow team members to invite others to collaborate on journey maps and make direct changes.

Ability to integrate with cross-channel, real-time data analytics to power customer journey map creation.

Provides users the ability to dynamically segment their users based on varying criteria (i.e. email opens, product features, etc.).

Automates the testing and optimization of customer-facing messaging and campaigns.

Ability to uncover and visualize how users move through your website, marketing campaigns, and product(s).

Ability to measure product usage by feature, campaign performance by source, and other trending metrics.

Provides dashboards to combine and visualize quantitative and qualitive customer journey data.

Provides advanced data filtering capabilities to help users drill down, sort, filter, aggregate, and group customer journey data.

Ability to create visualizations or maps of past, current, or future customer journeys based on behavioral data.

Integrates with additional marketing analytics and other marketing, sales, and e-commerce-related software to provide one source of truth for customer journey analytics.

Provides the ability to setup automated alerts to drive targeted actions and customer experience improvements.

Calculates net promoter score (NPS) using customer feedback data.

Calculates customer satisfaction (CSAT) score using customer feedback data.

Provides insight concerning engagement with various stakeholders in regards to customer feedback and experience.

Allows users to deploy surveys and intake feedback data for multiple brands.

Provide customizable workflows for onboarding activities and tasks.

Include templates for onboarding project plans and documents.

Generate checklists to monitor the prograss of onboarding projects.

Track tasks, project, and dependencies using timeline views or GANTT charts.

Manage onboarding documents, training materials, and other content.

Assign and track onboarding tasks to internal and external stakeholders.

Identify trends and analysis that can be used to optimize onboarding.

Provider a portal for customers and external users to collaborate and share documents.

Include features to keep customers engaged such as internal communications.

Create white-label portals by customer, product, or project.

Provide multiple levels of visibility accrosss all onboarding stages.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Enables integration with web-based software, websites, or other software applications.

Provides cued prompts, messages, tooltips, notifications and branded tutorials.

Manages user interactions and analyzes user behavior data within the software or application.

Supports self-service features like troubleshooting, form completion, or knowledge base access.

Provides in-app guidance on company-specific tools and workflows for onboarding.

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Improves performance based on feedback and experience

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Improves performance based on feedback and experience