LiveAgent vs Totango: Which is a better fit?

The ease of use is hands down the best part about the software. It also provided everything we needed it to provide plus the price is great.

Also, the Spam filter doesn’t work really well, because we keep receiving spam emails from the same email address over and over, although we’ve marked them as spam multiple times.

Daniel D

Principal, Commercial Growth Operations Leader

The ability to associate outside information makes it very easy to quickly calculate the quality of each customer and how to better serve them with greater efficiency.

Perhaps one of the worst features of LiveAgent is their entire support and technical team is overseas.

Google Maps API integration is good and helps visualize where my customers are (geographically). Team transfer is good, specially the ability to note information for agents only.

Some very specific embedding options were hard to get running. There was also no documentation on that part, so i redisigned my site to get it running.

The software and the company have been great to work with. Their support and the documentation has been good.

Nothing so far, still looking for something to complain about.

Totango is an excellent tool that enables you to track and measure this metric. Using this tool, you can make informed decisions and craft successful strategies for your application.

Some of the data can be misleading or incorrect. For example, some clients that show as "green" or "yellow," meaning they are utilizing my product heavily, are not in fact doing so.

The health Icon is a great way for sales and customer success reps to keep track of a big book of accounts. The ability to build reports, tier accounts by health and dollar value.

We use it to track for our account managers, and even they are frustrated by this.

I how easy it is to customize some aspects. I like the ability to create segments.

I've already noticed that there are some funcionalities missing.

Also, their support is super responsive and helpful.

I don't like that they can only have two levels of hierarchy short of extensive workarounds. I don't like that there are many fields which can't be rolled down, for some strange reason.