Vitally Reviews & Product Details

I really like the customizations of Vitally. It is very flexible, allowing me to bring in metrics and configure it to have the information I need. It is quite adaptable in terms of consolidating everything in one place, which makes managing and controlling daily demands much easier. Vitally is also incredibly intuitive; even more complex processes are easy to carry out. I like the help tools and the chat, which make the initial setup and continuous use very smooth. Additionally, Vitally provides me with insights that help better control retention and our base, allowing for a more predictive and proactive approach in customer relations. Review collected by and hosted on G2.com.

Honestly, it's not so much a matter of it not working well, I think it might be a technical limitation, and I believe they should improve this in the future. But, it would be in the sense that we have a feature called Success Metrics, and this specific feature is very useful when you want to perform calculations between data. For example, I want to take the number of logins and divide it by the number of users to get information on engagement, access, something like that. It has this, but I think there are some technical limitations with this feature, and the feature itself has a quantity limitation, but it's a matter of the plan we have. However, I think there shouldn't be this limitation to have more freedom to create these concatenated metrics, so to speak, to be able to perform some calculations within Vitally itself, according to information, according to events that are sent by systems. This already exists, but I think there are some technical and plan limitations that I think Vitally could work on more. 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.

They consistently are improving the platform, so very few issues stay long enough to be dislikes. Review collected by and hosted on G2.com.

I really like the possibilities to create any dashboards according to my needs, and especially the AI Copilot has been saving Customer Success so much time. The main highlight for me would be the AI Copilot as it is my main favorite feature. It helps with my work by managing tasks after calls, logging notes, post checks, follow-up emails, and reminders, ultimately saving me a significant amount of time. Review collected by and hosted on G2.com.

I think the bulk options should update subscriptions because right now, if we have 30 subscriptions, we need to update them one by one. So it would be great to have this possibility to do this in bulk. I also think that some of the emails visibility in Vitally, isn't working very well. The email threads can be really hard to follow, making it difficult to understand where a conversation starts and ends. Review collected by and hosted on G2.com.

I like that Vitally basically automates my job in a lot of ways. I don't have to log into every customer's instance to see their progress. I can view it with just one click, which I love and appreciate. Also, I can formulate dashboards and see exactly where my customers are in their journey. This helps me come up with solutions that benefit them the most at each stage. The ability to send bulk emails and messages, including WhatsApp, through Vitally's integrations is amazing because it saves time. Instead of following up on customers one by one, I can bulk select them and send messages. I do appreciate all of these features, especially since the user interface is very cool and allows for customization to see important things for my business. Review collected by and hosted on G2.com.

Well, I wish we could integrate it with a lot of other systems. We do integrate with some systems, and it's great, but I wish it could be the hub where we send out emails, do all of our messages, and we could even chat through Vitally. So, basically, you don't need to open any other apps and you're just on Vitally for most of your day. And that's all you need. But you guys are very close to doing that. Review collected by and hosted on G2.com.

I really like how easy and complete Vitally is. It covers everything I need for customer success processes and managing my accounts. Another thing I appreciate is how quickly Vitally has been shipping product updates, especially around AI. The AI functionalities are very good, allowing my team to provide more comprehensive updates with less admin work by leveraging the information already in Vitally. I also like the logic for full seats and observer seats, which is valuable for ensuring people outside the customer success organization can access insights and information without using other systems. This setup allows us to leverage Vitally effectively. Review collected by and hosted on G2.com.

I think sometimes we find that some specific personalizations are not detailed all the way to the information that we have. So for example, when I create custom objects, I cannot leverage all the traits and integrations that I have and all the fields that flow from Salesforce, meeting recordings, and other fields. It seems like one important gap is that, in some areas of Vitally, you cannot leverage the information in the fields that you have elsewhere. In those instances, you need to create your own fields, which creates some sort of restrictions when we are trying to build new things with Vitally in a standardised way. Review collected by and hosted on G2.com.

I really like that there's the ability to create documents and project checklists that you can share with customers. I like being able to use our templated documents for different initiatives across different customers. If there's a checklist of tasks to be done, we can also have templated project tasks included in those documents. It's great that we can both be mutually accountable because we can both see the list. Review collected by and hosted on G2.com.

It seems like a very vast tool, and I feel like I only use it for probably 1% of what it's capable of. So I wish I understood it better. And that is partially down to, of course, my learning and development, but, perhaps if it was more intuitive. And sometimes I also find navigating from page to page a little bit awkward, and I wish they had better ways to go back a step rather than having to retype in the company or customer name and then go back into it that way. It's a bit awkward to navigate compared to other softwares and sites. Review collected by and hosted on G2.com.

I love the ability to create any custom view or dashboard that I could need. I have different views set up for so many different use cases, and I love that the data is shared across all of the views. I enjoy sorting my tasks either by status, category, or customer to prioritize my day as needed. Creating custom dashboards helps me track data that's meaningful to me, like accounts grouped by account manager, location, or health scores over time. Managing all my customer records, tasks, resources, and more in one place helps me stay organized. I also find it extremely easy to explore and figure out as an end user. Review collected by and hosted on G2.com.

I would like the ability to create purely empty/custom columns in my views so that I can track account information that is useful to me but might not be needed for the rest of my team. I'd also love the ability to pop out the Notes window so that I could take call notes live in Vitally on a small screen. Review collected by and hosted on G2.com.

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.

I love the AI Copilot feature that allows summaries and notes to be generated on demand, helping to get pulse checks on accounts without needing to do deep dives. It allows health checks to be monitored by managers and enables context-driven outreach generation for accounts. This gives back more time in my day to focus on other CSM proactive actions in my book of business. Review collected by and hosted on G2.com.

AI responses can sometimes bring in context that is not up to date or covers items that are present in communication but not relevant to customer stakeholders. 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.