[ Totango Reviews ](https://www.g2.com/products/totango/reviews) [ Totango Reviews ](https://www.g2.com/products/totango/reviews) # Totango Features ##### ## Customer Information (7) Customer Health Scores Provides users a customer-specific score to determine the overall satisfaction of each customer. Customer Monitoring Monitor customer actions overall as well as their interactions with different teams within the company, such as the support team Customer Profiles 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. Playbooks Create and structure key customer success processes into a "playbook" to create unified team best practices for handling customers. Customer Segments 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. Product Engagement 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. Surveys Allows users to create and send out surveys to customers to determine net promoter scores and other key satisfaction information. Show More ##### ## Predictions (4) Churn Risk Calculates the risk that your customers will not renew or continue using your product or service. Upsell Opportunities Discovers and highlights factors that lead to upsell opportunities. Custom Triggers Allows users to set custom triggers to signal actions that will lead a customer to act in a particular way. Machine Learning Ability for the platform to learn and improve predictions based on previous customer behavior and a growing database of customer information. Show More ##### ## Platform (10) Reporting & Dashboards Access pre-built and custom reports and dashboards for viewing API & Integrations The number of sources from which the platform can pull customer data and how well those integrations are supported. Data Import & Export Tools Ability to input, modify, and extract data from the application in bulk through a structured file. Workflow Capability Automates everday customer success functions for more efficient and effective day-to-day processes. Notifications Set alerts for customer actions in order to respond quickly and proactively. Customization Allows administrators to accommodate their unique process. Includes ability to create custom objects, fields, rules, calculations, and views. Scalability Ability for the platform to grow with the user's company and support an increasing number of customers and users within the platform. Data Security 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. Performance & Reliability Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond. User, Role, and Access Management Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. Show More ##### ## User Analysis (2) Survey Implementation Allows you to deploy NPS surveys to users. Data Analysis Analyzes user survey responses and information in the application. Show More ##### ## User Support (2) User Segmentation Organizes users into predefined groups and provides different responses based on group. Multi-Language Support Supports multiple languages. Show More ##### ## Walkthrough Type (1) Text Bubble Walkthroughs Supports text bubble walkthroughs. Show More ##### ## Data Sourcing (4) Data Enrichment Uses external data sources to improve customer profiles. Expandability Can be updated to accept new sources and types of data. Content Marketing Can act as a content marketing platform. Multiple Devices Can engage with customers across any device with a consistent message. Show More ##### ## Intelligence (4) Predictive Modeling Predicts outcomes based on statistical models; can give insight to "what-if" scenarios. Opportunity Identification Highlights cross-sell, upsell, and white space opportunities Zero-touch Renewals Can fully automate the deal renewal process Smart Content Suggests content appropriate to stage and tone of the deal Show More ##### ## Sales Team (2) Flexible Sales Process Can operate under at least two distinct sales methodologies Playbooks Creates and stores multiple playbooks for sales Show More ##### ## Platform Basics (6) Templates Provide templates for customer journey mapping to jumpstart the process. Exporting Ability to export customer journey maps in a variety of formats to present and analyze. Multi-user Access and Collaboration Allow team members to invite others to collaborate on journey maps and make direct changes. Data Analytics Ability to integrate with cross-channel, real-time data analytics to power customer journey map creation. Dynamic Segmentation Provides users the ability to dynamically segment their users based on varying criteria (i.e. email opens, product features, etc.). Journey Optimization Automates the testing and optimization of customer-facing messaging and campaigns. Show More ##### ## Platform Data (4) Journey Reporting Ability to uncover and visualize how users move through your website, marketing campaigns, and product(s). Trends Reporting Ability to measure product usage by feature, campaign performance by source, and other trending metrics. Dashboards Provides dashboards to combine and visualize quantitative and qualitive customer journey data. Advanced Data Filtering Provides advanced data filtering capabilities to help users drill down, sort, filter, aggregate, and group customer journey data. Show More ##### ## Platform Additional Functionality (3) Journey Mapping Ability to create visualizations or maps of past, current, or future customer journeys based on behavioral data. Integrations Integrates with additional marketing analytics and other marketing, sales, and e-commerce-related software to provide one source of truth for customer journey analytics. Automated Alerts Provides the ability to setup automated alerts to drive targeted actions and customer experience improvements. Show More ##### ## Analytics (2) Net Promoter Score (NPS) Calculates net promoter score (NPS) using customer feedback data. Customer Satisfaction (CSAT) Score Calculates customer satisfaction (CSAT) score using customer feedback data. Show More ##### ## Customization (2) Stakeholder Management Provides insight concerning engagement with various stakeholders in regards to customer feedback and experience. Multiple Branding Support Allows users to deploy surveys and intake feedback data for multiple brands. Show More ##### ## Onboarding Setup (3) Workflows Provide customizable workflows for onboarding activities and tasks. Templates Include templates for onboarding project plans and documents. Checklists Generate checklists to monitor the prograss of onboarding projects. Show More ##### ## Project Tracking (4) Monitoring Track tasks, project, and dependencies using timeline views or GANTT charts. Content Manage onboarding documents, training materials, and other content. Tasks Assign and track onboarding tasks to internal and external stakeholders. Optimization Identify trends and analysis that can be used to optimize onboarding. Show More ##### ## Customer Engagement (4) Portal Provider a portal for customers and external users to collaborate and share documents. Engagement Include features to keep customers engaged such as internal communications. Branding Create white-label portals by customer, product, or project. Visibility Provide multiple levels of visibility accrosss all onboarding stages. Show More ##### ## Generative AI (2) AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Show More ##### ## Platform Basics - Digital Adoption Platform (2) Integration Enables integration with web-based software, websites, or other software applications. Communications Provides cued prompts, messages, tooltips, notifications and branded tutorials. Show More ##### ## Analytics - Digital Adoption Platform (1) Analytics Manages user interactions and analyzes user behavior data within the software or application. Show More ##### ## Functions - Digital Adoption Platform (2) Customer self-service Supports self-service features like troubleshooting, form completion, or knowledge base access. In-app guidance Provides in-app guidance on company-specific tools and workflows for onboarding. Show More ##### ## Agentic AI - Customer Journey Analytics (4) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ##### ## Agentic AI - Customer Journey Mapping (1) Autonomous Task Execution Capability to perform complex tasks without constant human input Show More ##### ## Agentic AI - SAP Store (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - Customer Success (5) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ##### ## Agentic AI - Experience Management (4) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ##### ## Agentic AI - Customer Revenue Optimization (6) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - 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