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 - big ticket AI features and smaller ticket UI/functionality improvements - and respond to feature requests and support inquiries. Uptime is impressive - the platform is reliable, which is incredibly important for a tool our teams use daily. It connects to nearly all our tools in a native way. Review collected by and hosted on G2.com.

A few small things:

Not being able to copy/paste a list of account IDs into a filter

Lack of ability to create a custom object through a playbook

Inability to require certain fields in a custom object

Missing "push" feature for table views/reports/dashboards Review collected by and hosted on G2.com.

I find Vitally especially useful for keeping all notes and communications in one place. It integrates well with various platforms, so the context I need is captured and stored right there. This matters a lot to me because it makes it easy to track client data and active conversations, which is crucial for remembering details about each customer in my role as a customer representative. Having everything organized in a single, central place is extremely helpful, and Vitally does a great job of delivering that for us.

Beyond centralizing information, one of the biggest advantages has been the ability to automate and execute complex workflows reliably. Tasks that would otherwise require significant manual effort now run consistently in the background, saving me valuable time and reducing the risk of human error. This allows me to focus more of my bandwidth on strategic customer conversations, problem-solving, and other high-impact responsibilities rather than administrative work.

When it comes to performance, Vitally has been dependable even as our customer operations have grown. Whether I’m pulling up customer records, reviewing historical interactions, updating account information, or managing multiple workflows at the same time, the platform remains responsive and reliable. Having confidence that the data I need will be available when I need it is critical in customer-facing situations, and Vitally has consistently delivered a smooth experience without becoming a bottleneck during busy periods.

From an ROI perspective, the platform has more than justified the investment. The time savings from automation, improved visibility into customer health, and ability to proactively engage accounts all contribute to better customer outcomes. As a Customer Success Manager, nothing is more important than maintaining strong customer relationships and ensuring clients are successful. Having the right information at the right time helps me deliver a better customer experience, which ultimately drives retention, strengthens customer satisfaction, and creates long-term value for the business.

I also had a very positive experience with Vitally’s onboarding and support teams. During the initial setup, they were highly responsive, knowledgeable, and invested in helping us succeed. They provided guidance on best practices, helped us configure the platform to fit our workflows, and were available whenever questions came up. That level of support significantly shortened the learning curve and made it much easier to become comfortable with the platform and start realizing value quickly. Their partnership-oriented approach made the implementation process feel much smoother and ensured we were able to get the most out of the platform from the start. Review collected by and hosted on G2.com.

Vitally's AI is still a work in progress, and I wanted a universal search feature that could look through all communications and give me the exact point I'm searching for in a customer's history. This feature seems to still be in progress and could be improved. Additionally, creating tasks isn't very easy. I have to go through a lot of options and it takes two to three minutes to fill out the information before I can create a task. I find Google Tasks easier in comparison, and I think Vitally could make this process simpler. Review collected by and hosted on G2.com.

I most appreciate the diverse use cases of Vitally. Not only to manage my accounts and have the most important information I need right upfront, but the AI integrations (writing follow up emails, managing tasks, etc) has become critical to my role! It's easy to navigate, I've never experienced any kind of outage, super quick. Overall, just a great tool. Review collected by and hosted on G2.com.

It's a learning curve to understand all that it can do. While it's easy to navigate for what I do in my role everyday, there are so many places that things live it's hard to remember or find when needed. Review collected by and hosted on G2.com.

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 like that Vitally keeps everything organized. I also like that there's an AI component that helps me track insights I might not take notice on my own and points me to the right direction to move forward with my customers, based on their needs. The integration with my emails is great because it automatically pulls in conversations. I love the Vitally widget customization as well, which allows me to only look at important data which is valuable to me. I also appreciate the option to store both internal and external projects within Vitally, allowing me to work from a single platform. This prevents me from wasting time on manual work like copying and pasting interactions, and helps me store and manage project documents efficiently, with clear roles and responsibilities. The AI insights help me create a plan of action to follow with my customers, making Vitally crucial to my role as a CSM. The initial setup was relatively straight forward and had easy-to-follow steps. Review collected by and hosted on G2.com.

Vitally is not great at pulling historic monthly recurring revenue data. It only pulls from our subscription platform, so it's hard to track customer growth in terms of money. Although it gives useful insights into customer health as a whole, it could use some improvement regarding financial history. Review collected by and hosted on G2.com.

It’s been helpful to capture all of our CS information in one product by integrating it into our existing systems. The meeting recorder is also a great add-on. Review collected by and hosted on G2.com.

After using it for over a year, I can’t say there’s anything I strongly dislike. If I had to point to one small issue, it would be the UI, but it’s a minor concern overall. 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.