Totango Reviews & Product Details

Totango's specialized focus as a Customer Success Management (CSM) CRM, offering tools specifically designed for managing customer relationships throughout their lifecycle. Its purpose-built nature for customer success teams differentiates it from generic CRMs, with features tailored to tracking customer health, engagement, and retention metrics all in one platform. Review collected by and hosted on G2.com.

The platform's interface can be somewhat complex for new users, requiring a steeper learning curve than simpler CRM tools. Review collected by and hosted on G2.com.

Totango provides a wide range of filter functionality throughout the solution, which can be very helpful in daily business. It also covers edge cases that can save the day. This is not an uncommon attribute for a solution like Totango, but it is the most positive aspect that comes to mind. Review collected by and hosted on G2.com.

Unfortunately, there are several issues, starting with smaller aspects like the overall UX, which even after a year of working with Totango still does not feel intuitive. For example: How often have I already clicked on the "+" button for adding something at the top right corner which instead of expanding the possible functions immediately wants me to create a new touchpoint, instead of simply expanding the menu. Important information is located in such a tiny space, overlapping each other or doesn't get properly displayed, while 95% of the screen remains empty and has never displayed any content and so on. Here some other things worth mentioning:

- Too many functions are nested within each other, leading to excessive clicking (not entirely Totango's fault)

- Many buttons are not clearly visible, with functions using washed-out colors and certain functions placed in unintuitive locations

- Minor UI bugs, such as overlapping text or text not wrapping correctly and expanding over other elements

- Knowledge Base is very limited and has outdated images. (At least to the time, I used it the last time) Review collected by and hosted on G2.com.

Totango has a great user interface and capabilities.

Some AI capabilities are missing for advanced analysis and automation, but perhaps they will be implemented in time. Review collected by and hosted on G2.com.

Many bugs. When a bug occurs or you need the support team's help, it can take days for them to reply, and most of the time, the issue is not resolved with the first response (not referring to bugs).

For bugs. It takes at least a few weeks until they are able to resolve an issue with many back-and-forths.

They reply so slowly.

And many times, they do not understand the problems you are describing. You have to explain things as if you were talking to an AI.

I also work in customer support. This type of service is way below our standards and the lowest I've seen from all of the tools/services we use. Review collected by and hosted on G2.com.

Totango is a multi-faceted, complex product with many functionalities. I appreciate that I can leverage Totango for many reasons: client communications, data tracking, CSM team monitoring, and other key activities. We've already moved a few of our processes from spreadsheets to Totango. Review collected by and hosted on G2.com.

Totango is an intricate product that is highly customizable, so it just takes time to learn the features. I have had a great experience with our Account Director (Sales) and our Implementation lead - both of whom have been patient and are very knowledgable. Note, too, that if your business data is "messy," your data in Totango will also be messy. We have had to do a thorough data scrubbing exercise in order to take advantage of some of the key features in Totango, and we're not quite there yet. Review collected by and hosted on G2.com.

What I love most about Totango is its holistic approach to manage all Customer Success activities. It allows me to track every single task and interaction in my day-to-day workflow seamlessly.

Listing below few of the things that I have liked the most about Totango:

1. I use Totango daily for my customer success operations, and I’m thoroughly impressed with how intuitive and user-friendly the platform is.

2. Totango offers various SuccessPlays that are incredibly helpful. What makes it effective is the ability to fully customize those to fit specific business needs. This has significantly improved how I monitor the entire customer journey, resulting in reduced churn and stronger engagement across my accounts.

3. One standout feature is the ease of running campaigns directly from the portal. Totango offers a variety of predefined templates, and you also have the flexibility to create and customize your own, making campaign management both efficient and effective.

4. Another great feature of Totango is its native integration capabilities with a wide range of applications. We’ve integrated it with several tools and have been very pleased with the results

5. Lastly, reaching out to Totango’s customer support has been smooth and convenient. So far, the support team has been prompt and effective in resolving all our queries Review collected by and hosted on G2.com.

There are few things that are not present in Totango. For instance:

1. Totango currently does not offer native integration with Freshdesk (a ticketing tool).

2. Totango doesnot provide a native integration with Microsoft Sharepoint.

2. While configuring a SuccessPlay to trigger sales notifications from Totango, we would prefer the emails to be sent from my email ID instead of 'noreply@totango.com', as there's a risk of those emails landing in the recipients' spam folders Review collected by and hosted on G2.com.

One thing I really like about Totango is how it centralizes all customer data in one place. It makes it easy to run plays, track engagement, and have a full view of the customer journey. Having all the key information about accounts right at your fingertips helps drive more meaningful conversations and proactive support. It’s a huge time-saver and keeps everyone aligned. Review collected by and hosted on G2.com.

it can sometimes feel a bit cumbersome. There are quite a few tasks and manual steps that aren’t always necessary, which can make it feel overwhelming—especially for newer users or those who aren’t in the tool every day. Still, once you get the hang of it, the visibility and structure it provides are a big win. Review collected by and hosted on G2.com.

Totango has become an essential platform for driving scalable digital communications in our Customer Success team. We've been able to automate engagement workflows and tailor messaging across different customer segments. This has helped us proactively manage accounts at scale without losing the personal touch. The customer health insights are also a standout and help us prioritize outreach and identify at-risk customers early.

Overall, Totango is a strong choice for organizations looking to modernize and scale their Customer Success communications. It’s particularly well-suited for teams that value automation and data-driven decision-making. While there’s room for improvement in terms of setup complexity and reporting customization, the value it brings to customer lifecycle management far outweighs the drawbacks. Review collected by and hosted on G2.com.

There is a learning curve when it comes to unlocking more advanced features, and configuring custom metrics or segments can be time-intensive if you're not familiar with the system. Reporting capabilities are decent, though I do wish there were more flexibility in dashboard customization. We’ve also occasionally experienced performance hiccups when switching teams or doing a large project. Review collected by and hosted on G2.com.

Totango is very user-friendly and easy to navigate. It allows us to build and access reports quickly, which makes tracking customer activity and managing our workflows much more efficient. The interface is intuitive, and it doesn’t require heavy training to get value from the platform. It was also really easy to implement. Their support team is helpful and very responsive. We use the tool every day either by logging in or by using Connect via Outlook. Review collected by and hosted on G2.com.

Totango is a solid and user-friendly platform, but there are a couple of areas where additional enhancements would make a big difference. Integrations with external systems can be a bit manual and sometimes require more effort than expected. I'd also love to see more depth in the customer sentiment tracking to better capture nuanced signals of engagement and risk. These improvements would really strengthen the value it brings to CS teams. Review collected by and hosted on G2.com.

As a Customer Onboarding Manager, Totango has become an essential part of my daily workflow. It allows me to automate and scale onboarding communications without losing the personal touch. The ability to set up SuccessPlays and use SuccessBLOCs has made it much easier to guide customers through a consistent onboarding journey, with built-in triggers and alerts keeping things on track. I especially appreciate how I can segment customers by onboarding stage and send tailored messages or assign tasks across our team accordingly. Review collected by and hosted on G2.com.

Totango’s interface isn't always the most intuitive—especially when it comes to building out custom reports or dashboards. The logic can feel clunky, and it often takes quite a bit of trial and error to get things just right. If you're looking to go beyond the basics, you really need to dedicate time to learning the platform. There's a bit of a learning curve, and onboarding new team members into the tool has required more training than expected. Review collected by and hosted on G2.com.

What I like best about Totango is how it centralizes all account information and automates key workflows. This makes it easy to stay organized, respond quickly to customer needs, and collaborate effectively with the team. The real-time health scores and insights also help me focus on the right accounts at the right time. Review collected by and hosted on G2.com.

One pain point with Totango is that its reporting and segmentation features are less customizable and robust compared to competitors making it harder to build detailed, tailored reports. Review collected by and hosted on G2.com.