Vitally Reviews & Product Details

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.

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 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.

Vitally has complex playbooks (automation rules) for internal alerts and external communications on various triggers including product usage and a vast range of data from all connected systems (CRM, BigQuery, Amplitude etc.). This allows automating a big part of user engagement and don't miss important risk signals.

I also like shareable online documents as a way to create onboarding/learning hubs for customers with all resources in one beautiful place.

It also brings together data from all sources on versatile custom dashboards to have a 360 degree view of your customers portfolio and its health. Review collected by and hosted on G2.com.

Some minor limitations of integration with Amplitude - there is still no way to build playbooks on very specific parameters of events, just big events. Review collected by and hosted on G2.com.

Vitally automatically records all my meetings, takes notes, and drafts follow-up emails using the templates I have set up in advance. The AI Copilot provides me with valuable insights into customer successes and potential churn risks, and it also summarizes account details for my colleagues. I use Vitally to organize all my projects and manage my daily tasks! Customer support is super helpful - special shout out to Joel! Review collected by and hosted on G2.com.

I wish Vitally had Gantt chart capability with tasks in projects, as well as the ability to add subtasks! Review collected by and hosted on G2.com.

I really appreciate the AI copilot feature in Vitally. It enhances my experience significantly by allowing me to ask it to summarize recent touchpoints, including those I am not directly involved in, such as support emails. It also effectively summarizes my meetings with customers, providing me with the most up-to-date reminders, which is immensely helpful for managing multiple touchpoints and ensuring that no important detail is overlooked. Additionally, I found the initial setup to be fairly easy, making it accessible for my team from the start. Overall, these features make Vitally an invaluable tool for staying organized and efficient in customer success activities. Review collected by and hosted on G2.com.

I would like to get a summary that specifically focuses on just my accounts along with alerts based on sentiment and information about customers who haven't had recent touchpoints. Review collected by and hosted on G2.com.

I use Vitally to maintain my book of my business. I love the AI capabilities, which allow me to provide an AI summary to a colleague in a matter of minutes. Vitally makes it easier for me to have all my customer information in one centralized place, take notes, pull reports, collaborate with other account team members, and ensure customers are in good standing as we head into the renewal period. The calendar sync is another feature I love. I also appreciate the ability to customize Vitally to fit my organization's needs. From my perspective, as a lead CSM, the setup was seamless. Review collected by and hosted on G2.com.

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