# Totango Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Totango the right Customer Success solution for you? Explore 33 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/222281/Totango/reviews --- Totango 3.7 (33) [View alternatives](https://www.capterra.com/p/222281/Totango/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 29th, 2026 # Reviews of Totango Ease of use 3.6 Customer Service 3.7 ## Pros and Cons in Reviews Ranula G Software EngineerInformation Technology and Services, 51 - 200 employeesUsed the software for: Less than 6 months. “It has nice real time health recording feature and give some good features for integration and user friendly interfaces“ January 16, 2025 Aleksandra M Customer Success ManagerMedical Devices, 201 - 500 employeesUsed the software for: 6-12 months. “It is still a bit clunky in context of UI - some functionalities are hidden, buttons are not intuitively placed, timeline of interactions is not so easy to navigate and you can't pin information or notes like in Hubspot.“ October 21, 2022 Siddharth S Business Analyst Computer Software, 201 - 500 employeesUsed the software for: Less than 6 months. “Even with tools like zapier. If you use any other software for sales/marketing/finance - do not use or waste time in implementing totango.“ April 10, 2022 Siddharth S Business Analyst Computer Software, 201 - 500 employeesUsed the software for: Less than 6 months. “Getting data into totango and synchronising data with other softwares is ridiculously difficult, painful and useless.“ April 10, 2022 ## Showing most helpful reviews Showing 1-25 of 33 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Ranula G. Software Engineer Information Technology and Services Used the software for: Less than 6 months ### "Totango - scalable and user friendly customer success solution " January 16, 2025 4.0 It was a smooth experience with Totango, really user friendly Pros Totango is a powerful customer success platform that help companies to drive growth. It has nice real time health recording feature and give some good features for integration and user friendly interfaces Cons pricing tiers make confusions and Limited advance analytics Review Source MM Monika M. Customer Success Manager Medical Devices Used the software for: 6-12 months ### "Cheap and good CS platform" July 25, 2022 4.0 We were implementing Totango for quite some time. We have a lot of customized metrics and we required integration with BigQuery. We just started using it recently. I see a lot of good sides and useful features but I also see some missing unfortunately. However, it's a good value for money so far. Pros The biggest pro is definitely a price. For little money we get a lot of functionalities and useful features i.e. inapp NPS, successplays, possibility to integrate with a lot of tools etc. I'm sure it's a great platform to start with to make your daily CS work easier. Also, their support is super responsive and helpful. So far I had no issues. They were also very helpful with the onboarding and implementation. Cons I've already noticed that there are some funcionalities missing. I'm not sure if other platform have it but for example it's not possible to export some reports/dashboards with widgets, or to send reports monthly. Alternatives considered [Vitally](https://www.capterra.com/p/179837/Vitally/)[ChurnZero](https://www.capterra.com/p/157980/ChurnZero/) Reason for choosing Totango Price, available integrations (especially with BigQuery), contact with the seller Review Source OY Olivia Y. Head of Customer Success E-Learning Used the software for: 1-2 years ### "Frustrating UX, slow support, and clunky workflows" March 16, 2026 2.0 Overall, the experience has been frustrating. While Totango aims to provide a comprehensive customer success platform, the product feels poorly designed and difficult to work with day to day. The combination of a confusing setup, limited functionality in key areas, slow performance, and extremely slow support responses makes it difficult to rely on the platform. Pros Totango has a broad set of customer success features in theory, including account timelines, segmentation, and SuccessBlocs for structuring workflows. The overall concept of organising customer success processes within the platform is good, even if the execution falls short. Cons The platform is difficult to use and often feels slow and buggy. The UX is unintuitive and outdated, which makes basic workflows more time-consuming than they should be. SuccessBlocs are particularly frustrating - they are rigid and confusing to set up, and segments must be saved in very specific ways just to reuse them, which makes the system unnecessarily restrictive. The timeline view is also limited - believe it or not, in 2026 you can only search subject lines rather than the full content of activities or notes, which makes it difficult to find important information quickly. Integrations are clunky and harder to configure than they should be. Customer support has been one of the most disappointing aspects. We’ve had tickets open for months with little to no follow-up, often requiring repeated chasing to get updates. Review Source JC Julio C. Communications Coordinator Financial Services Used the software for: 1-2 years ### "A good CRM solution" May 2, 2025 4.0 I had a good experience all around with this CRM. It's very helpful to create different layouts and use them to send various emails. Pros It´s possible to integrate other platforms with it and use it as input data Cons The support is not always as effective as it should be Review Source RH Robert H. Customer Success Partners Computer Software Used the software for: 2+ years ### "Totango - Good window into customer's lifecycle" September 16, 2024 4.0 Totango was introduced as a tool to be used for post sales management of customers. The intent was that it would help manage & process tasks at various points in the customer's lifecycle, such as when they were coming up for renewal, or if there were a decrease in their heathscore. What makes or breaks it is how invested your line of business is in the solution, my peers from other lines of business saw great value in using Totango, but as my LoB didn't invest fully as we had our own self built tool, we never realised the full value. Pros Ability to create different views based upon the teams that you're working in, and report/dashboard creation is relatively easy. Cons SuccessPlays, these weren't properly aligned with the line of business that I was working in, so became a nuisance. Customer Heathscore was badly calculated and of questionable value. Review Source VR Verified Reviewer Business Analyst Computer Software Used the software for: Less than 6 months ### "Worst saas tool ever. Let alone for customer success." April 10, 2022 1.0 Pros Nothing. Basic customer success features are okay. Cons Getting data into totango and synchronising data with other softwares is ridiculously difficult, painful and useless. Even with tools like zapier. If you use any other software for sales/marketing/finance - do not use or waste time in implementing totango. Alternatives considered [Gainsight CS](https://www.capterra.com/p/148980/Gainsight/)[SmartKarrot](https://www.capterra.com/p/189459/SmartKarrot/)[HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) Reason for choosing Totango Promise of a dedicated account manager and good customer service. Review Source VR Verified Reviewer Software Engineer Hospital & Health Care Used the software for: 6-12 months ### "Disappointing Customer Service Experience from so called Customer Success Software" June 25, 2024 1.0 Absolutely nothing. Their software was bad. So was their billing team who don't prioritize customer service. When our software didn't work we asked to cancel subscription but they said since we signed for 1 year contract, they can't cancel and moreover told us to pay upfront for the remaining months. We never used the software. We will be disputing all charges and put block on payment. This was the worst customer service experience we have had with any software vendor. They are greedy people and what an irony that they promote customer success software when infact they provide terrible customer service experience. NOT RECOMMENDED AT ALL. Pros Nothing really. The software was very hard to integrate and they couldn't do custom data. When asked about cancelling, they asked as to buy out our remaining months contract. Terrible customer service from a company that promotes Customer Success Software Alternatives considered [Vitally](https://www.capterra.com/p/179837/Vitally/) Review Source VR Verified Reviewer Customer Success Manager Medical Devices Used the software for: 6-12 months ### "A bit clunky to use" October 21, 2022 4.0 The integration with the tool took a long time (almost a year) and required a lot of workarounds. I think it still hasn't won me over fully, and I struggle to come back to it every day to log each touchpoint. Pros Totango is flexible in the context of integration with already existing solutions, ie. Hubspot - we transfer customer data two-ways between HS and Totango.It allows to set up of custom Health score, custom alerts and has a broad range of functionalities that can help with customer engagement and activities overall. Cons It is still a bit clunky in context of UI - some functionalities are hidden, buttons are not intuitively placed, timeline of interactions is not so easy to navigate and you can't pin information or notes like in Hubspot. The "touchpoint" is a bit tricky because one miss-click can make it so that the internal note will be sent to the people tagged in it! You also can't save a touchpoint card if you opened up a task in it, and didn't save the task first...Also the hierarchy between Company and Product is not intuitive and causes some problems during the integration. Review Source VR Verified Reviewer Web Developer Hospitality Used the software for: 2+ years ### "Totango could be better. It could also be worse." February 11, 2019 4.0 I've been responsible for its use for a few years, and am not thrilled with this software. We use it to track for our account managers, and even they are frustrated by this. Pros I like Totango's ability to segment users based upon their health. I like the qucik automation and tracking of user actions. I like the hierarchy that is allowed for customers, though I wish this was more extensive. Cons 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. Their focus on their slack integration instead of resolving basic feature requests is problematic. I haven't had the best experience with their support. Review Source Justin U. Sr. Channel Marketing Manager Hospitality Used the software for: 6-12 months ### "Grade the health of your customers" June 19, 2018 5.0 This tool really helps give visibility into customer health, in ways that may be otherwise untrackable. Its open API integrates directly into our software product, so getting data is relatively close to real time. Pros Totango help grade the health of your software product users. We use Totango to determine which users are return users, how often they use our product, and for how long. We can then campaign to users based on usability. It also has a marketing component built in. Cons Sometimes it takes a little digging to find the information you're looking for. It integrates to marketing automation platforms, but you need to use a third party software like Zapier to integrate. Review Source RS Rakesh S. Used the software for: ### "Review of Totango A Real-time Customer Engagement Platform for Online Businesses" June 14, 2012 4.0 Enough has been said about increasing customer engagement on the web. 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. To be sure, this is one dance you will not regret! Pros Great way to attract new customers and convert existing ones Cons The installation process could be simpler Review Source BW Bastian W. Customer Success Lead Computer Software Used the software for: 6-12 months ### "Umfassendes Customer Success Tool zur Abdeckung der gesamt Customer Journey" June 11, 2025 5.0 Insgesamt hat uns Totango dabei geholfen, einen skalierbaren CS Prozess auf die Beine zu stellen. Die Einrichtung war dabei natürlich sehr umfassend, aber am Ende doch benutzerfreundlich. Pros Mit Totango sind wir mit unserem wachsenden CS Team erstmals von reinem Taskmanagement auf eine vollumfängliches Tool gewechselt. Wir unterstützen über Totango jeden Teil der Customer Journey. Cons Da das Produkt sehr sehr umfangreich ist und viele Funktionen bietet, ist es nicht immer einfach alles zu finden. Segmente könnte zB etwas smoother funktionieren. Review Source JW Jasper W. Head of CS Computer Software Used the software for: 1-2 years ### "Would not recommend " October 30, 2024 1.0 Since the acquisition of Catalyst, we've become a number. Support is terrible (waiting time of +- 5 days) and product doesn't get mayor updates anymore. If there are updates, it's not available for EU regions. I would never use Totango again. Pros Email campaigns is quite handy. It comes with some templates but they are really basic. Cons No updates, no support, UI is terrible and reporting is basic and sometimes limited to 365 days of history. Review Source TC Teresa C. Head of Digital Engagement and Strategy Information Technology and Services Used the software for: 2+ years ### "Digitally Engagement at Scale" December 8, 2023 4.0 Pros I like how we are able to get the 360 view of a customer health, spot early indicators of churn, as well as create and deploy campaigns to nurture and engage our customers post sales in a scalable and efficient manner. Cons I wish there were more detailed campaign reporting, A/B testing of campaigns, additional features in the drag and drop templates for campaigns, along with monitors / alerts for when a campaign isn't triggering as it should. This is helpful especially when you are sending mass emails to a large audience. Review Source VR Verified Reviewer Customer Success Information Technology and Services Used the software for: 1-2 years ### "Much better Reporting that's saved me time" August 21, 2019 5.0 Totango has helped me stay on top of poor health accounts that need more attention. It's also helped me forecast what accounts I think are renewing, cancelling, upgrading or downgrading. I like being able to see what accounts have been reached out to by support or sales too that way there's no overlap when I reach out. Pros Easy reporting/able to make segments on almost everything I need to track. Love the health score because it helps me know where my attention should be for accounts in poor health. Cons There's been a couple times where Totango has done some updates that our team did not like such as the new Tasks not showing all the Icons, rather it's in a drop down. Review Source VR Verified Reviewer Lead Customer Success Manager Computer Software Used the software for: 6-12 months ### "Good value for money" July 28, 2022 3.0 Pros The implementation took long time but overall has almost all functionalities our team needed Cons It is a very comprehensive tool and the materials and explanations, as well as the feature request process could be better Review Source VR Verified Reviewer Head of Global Operations & Customer Success Computer Software Used the software for: 2+ years ### "Great generally for overall customer health " February 14, 2019 4.0 provides a great general overview of portfolio health Pros very easy to use, gives a great general idea of overall customer health of your portfolio at a glance Cons Of course sometimes its not accurate and the integrations require a lot of tweaking and work to get right. You need a subscription to a 3rd party tool like Zapier for example Review Source VR Verified Reviewer Senior Customer Success Manager Computer Software Used the software for: 2+ years ### "Gets the job done" November 13, 2019 4.0 Pros Totango has helped us run interesting segment reports of customers and better evaluate their risk levels with the aid of automation. Cons Tons of software updates that don't actually help - make the day to day workflow more complicated. Very difficult to view timeline of conversations - takes way too many clicks. Review Source VR Verified Reviewer Sr. Manager, Marketing Analytics & Operations Real Estate Used the software for: 1-2 years ### "Great tool for Customer Journey Insights" March 9, 2018 4.0 Pros Totango gave us a lot of different, integrated data points to understand how our interactions were impacting our new and existing customers. The platform was easy to set up and initial use was pretty seamless as we got started. Cons Out of the box functionality is great but you do you have to work with their tech and onboarding team pretty closely when it comes to integrations and customizations of the data views and communciation inputs. Review Source TL Thomas L. Customer Success Manager Internet Used the software for: 1-2 years ### "Totango for the daily user " November 12, 2019 4.0 We have integrated a data system that allows us to see usage of our products by our customers and health of accounts across a number of factors. We use this to help with forecasting and staying in front of customers. We have also automated a number of our processes to kick off email campaigns when usage is low, when customers are behind in payment and when customers provide feedback. We have better engagement and faster payments. Pros Easy to use dashboards and integration with other software that we use. Simple to follow tasks and documentation tools. I really like the Segments section which allows me to run reports on a number of different data segments on my customers. Cons Members on our team each have more than 100 customers and the system seems more geared towards teams with smaller bases but more touches/deeper dives. We manage with it but thinking we are not using all the tools available . Review Source MF Mostafa F. Senior Billing & Collection Specialist Computer Software Used the software for: 2+ years ### "Easy to use - Simplify daily work" May 26, 2023 4.0 Very satisfied. Pros Easy to use, and helps me to track my tasks and activities on a daily basis. Cons Sometimes having slow loading, but this getting resolved quick. Review Source VR Verified Reviewer Customer Success Manager Computer Software Used the software for: 1-2 years ### "Totango Review" September 3, 2019 4.0 Pros I how easy it is to customize some aspects. I like the ability to create segments. I like the ability to create pins and tags. Cons The health score isn't always a good indication of what the health of the account is. Review Source RG Rosa G. Senior Operations Manager Computer Software Used the software for: 2+ years ### "A good starting CS software" February 18, 2020 4.0 Pros The ease of use, ability to quickly and easy customize email campaigns and reports Cons Major gaps in functionality (that they are slowly closing) - but still limited ability to automate and pre-populate data in fields to streamline CSM workflows. Our experience with their Customer Success team was terrible. We got very little value out of any interactions with our CSM. Review Source VR Verified Reviewer CSM Information Technology and Services Used the software for: 1-2 years ### "Nice monitoring" August 22, 2019 5.0 Pros Good control over my book of business to catch issues. Cons New releases aren’t that smooth and need refinement. Review Source AT Avi T. Consultant Computer Software Used the software for: 6-12 months ### "One of the worst" December 8, 2023 2.0 Overall, this was not a good experience, especially for the money Pros This is a mediocre software that does pretty much what it says it will do, but in a very non-intuitive way. Every and any competitor I have used or seen had done it better But yeah, ultimately, they have most of the functionalities Cons Customer Support Not intuitive Analytics are just so so Review Source Similar Products Featured