We came from a competitive product that had a lot of promises, but the reality did not match up. The other platform had features that weren't fully implemented, data loss incidents that cost us time and money, and a support team that wasn't empowered to help.

Vitally has been a breath of fresh air. Once we had it set up, it all just worked. The reporting is excellent, and available to our whole team. The NPS tracking has given us good insight into customer health, and is improving our retention. It's a flexible platform and we've been able to make it work the way we like. Review collected by and hosted on G2.com.

There are some specific use cases (e.g. customer pulses) that could be tracked and shared in a nicer format. The data and functionality is there, it's just not as polished as it could be. Review collected by and hosted on G2.com.

If your integrations are set up correctly, it is the perfect tool to bring together all relevant infomation for your CS team. We integrate our product, amplitude, and Hubspot - which means I can evaluate any relevant cilent data in once place.

I also like that you can use it as acommuncation tool between teams/ indivduals where things are less likely to get buried like it would in something like Slack. Review collected by and hosted on G2.com.

The UI can be overwhelming at first. Once you learn how to turn on and off various filters or views/ create your own dashboards, things get much easier to navigate. The integrations can be challenging and complicated to set up, so having clean data is super important. Review collected by and hosted on G2.com.

Super easy to set up, flexible, and actually fits how we work. Pulled in all our product, revenue, and CRM data fast. Dashboards are clean, health scores make sense, and the team actually uses it daily. Support’s been great too. Can’t imagine running CS without it now. Review collected by and hosted on G2.com.

Nothing major so far to be honest.

It’s been great so far Review collected by and hosted on G2.com.

- Easy Integrations with our CRM

- The various features, such as Healthscore, alerts, and doc are helping us in having a more proactive approach with our customers

- The interface is visually appealing

- This tool supports collaborative work between our 2 teams

- The support team is amazing! They respond quickly to any inquiries, and we also have a dedicated customer success manager that supports us a lot Review collected by and hosted on G2.com.

- Not easy to access line item information, as we would need to create a new object; however, we decided that deal management should remain within our CRM.

- Create association between companies, allowing for parent and child relationships, but not for subsidiaries. Review collected by and hosted on G2.com.

The best thing about Vitally is that it is super customizable. This means that you can create workflows that are specific to your customer journey and the specific use cases that your team needs. Our team has also benefited immensely from the ability to surface specific data to CSMs and given us opportunities to automate outreach that comes from the CSM. In addition, the customer support we've received has been amazing. I feel like Vitally is a trusted partner is advancing the processes in our CS org. Review collected by and hosted on G2.com.

I do think that learning Vitally takes a bit of time and investment, since it is so customizable. You really need to have people on your team who are invested in "figuring out" the best ways to make Vitally work for your company and team. In addition, it's hard for somebody who is outside of your processes and org to log in and instantly understand the value that the org is getting, since each Vitally view is so customizable to the person using it. It's not necessarily "intuitive", especially if somebody new just logs in without the proper set up (or understanding that they need to do a set up). Review collected by and hosted on G2.com.

I like that we can configure and integrate platforms without the need for developers. The screens are simple and easy to manage. They provide many examples of how you should do things, which helps to configure journeys, alerts, health indicators, and more. Review collected by and hosted on G2.com.

It is expensive for Latin America and although it is worth it, it costs the same as hiring a person for a year, which makes it difficult to justify this expense in small teams of less than 10 people. Review collected by and hosted on G2.com.

What I like most about Vitally is its ability to provide detailed insights and automate tasks, which facilitates more efficient customer success management. Review collected by and hosted on G2.com.

What I don't like about Vitally is that the interface can be a bit complicated at first, and it may require some time to adapt and take advantage of all its features. Review collected by and hosted on G2.com.

I Love widely because it has a great integration capability with our technical platform as well as our CRM systems. Using this tool we were able to measure critical customer behavior, establish predictive churn metrics, and use our dashboards in a day-to-day operation of monitoring customer behavior. Review collected by and hosted on G2.com.

In general, I love the user experience in Vitally. One thing that could be improved is the filtering option to look for custom traits or predefined properties. Also, it is relatively non-trivial to define traits based on mathematical operations, for example, how to aggregate the total customer deal values over several deals with various validity intervals. Review collected by and hosted on G2.com.

In record time, our Customer Success team has been able to use Vitally to bring our disparate data together and make it actionable. It has helped us to gain deep insight into our Customers, has become a force multiplier to help our team scale out with limited resources, and saved us tremendous amounts of time.

Vitally's intuitive interface and informative documentation eased our adoption. Review collected by and hosted on G2.com.

Vitally's Playbook automation is useful but basic. I would like to see more advanced functionality and customization. For example, the ability to add custom functions, data transformations, loops, and perform generic HTTP Requests akin to other workflow automation solutions in the market today. Review collected by and hosted on G2.com.

I love how easy vitally makes it to prioritize and keep track of my accounts, manage notes, action items, and churn risks. Review collected by and hosted on G2.com.

Nothing I can think of! So far my experience at vitally at both companies where I've used it has been great. Review collected by and hosted on G2.com.