Freshdesk Customer Success vs. Totango: Customer Success Platform Solution Comparison 2025

Overview: Freshdesk Customer Success and Totango as Customer Success Platform Category solutions.

Freshdesk Customer Success and Totango both belong to the Customer Success Platform category and offer unique features tailored to different business needs. Freshdesk excels with strong capabilities in workflow and engagement management, accompanied by robust analytics and seamless integration. It meets the needs of enterprise and large enterprises, particularly in computer software and marketing industries. Totango, on the other hand, shines with its advanced engagement and playbook creation features, supporting a wider range of industries including information technology. Totango's strength is in custom reports and extensive data handling, appealing to diverse enterprises, from small to large scale.

Freshdesk Customer Success and Totango: Best Use cases based on the customer satisfaction data

Freshdesk Customer Success

Key Capabilities Supported

Freshdesk Customer Success supports workflow management, engagement management, and lead analytics, suiting operations needing structured customer interaction management. read more →

Totango offers engagement management, playbook creation, and contract management, supporting processes improving customer retention and communication efficiency. read more →

Business Goals

Freshdesk Customer Success facilitates enhancing customer relationships and increasing customer lifetime value, focusing on maintaining and growing customer bases. read more →

Totango aids in acquiring customers and scaling best practices, aligning with companies aiming to improve their sales processes and customer engagement strategies. read more →

Core Features

Freshdesk Customer Success highlights include custom reports, AI-driven analytics, and seamless integrations, catering to data-driven enterprises evaluating in-depth insights. read more →

Totango features extensive data import/export capabilities, custom reports, and strong integration options, key for businesses focusing on data management and analysis. read more →

Vendor Support

Freshdesk Customer Success provides 24/7 support with training options via phone and email, suiting enterprises seeking constant vendor assistance. read more →

Totango offers comprehensive 24/7 support alongside training through various channels including email and chat, appealing to businesses requiring reliable support networks. read more →

Segments and Industries

Freshdesk Customer Success is primarily utilized by enterprises in computer software, marketing, and education sectors, fitting firms in technology and creative fields. read more →

Totango is favored by businesses across computer software, IT services, and the internet domain, reflecting its adaptability in technology-driven industries. read more →

Operational Alignment

Freshdesk Customer Success aligns with structured operational workflows in enterprise environments, enhancing customer interaction and data handling. read more →

Totango fits operations across scales, especially those needing thorough engagement and workflow management within varied and complex business systems. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

medium

{{{rsh_C_1}}}

medium

{{{rsh_C_1}}}

Security & Privacy Risk

medium

{{{rsh_C_1}}}

low

{{{rsh_C_1}}}

Integration Risk

medium

{{{rsh_C_1}}}

medium

{{{rsh_C_1}}}

Migration Risk

medium

{{{rsh_C_1}}}

medium

{{{rsh_C_1}}}

IT and Other Capabilities

Low
Medium
High

Ease of migration

Read peer / expert warnings.

Data

Data Import

Read peer / expert warnings.

Data Export

Read peer / expert warnings.

Support

24/7 Support

Read peer / expert warnings.

Phone Support

Read peer / expert warnings.

Email Support

Read peer / expert warnings.

Chat Support

Read peer / expert warnings.

Others

Analytics

Read peer / expert warnings.

Custom Reports

Read peer / expert warnings.

AI Powered

Read peer / expert warnings.

Most deployed common Use Cases for Freshdesk Customer Success and Totango

What solutions does Freshdesk Customer Success and Totango provide for Workflow Management?

Both Freshdesk Customer Success, also known as Natero, and Totango help manage customer success workflows. Natero provides a unified platform that combines features like predictive analytics, customer intelligence, and workflow management, while Totango focuses on managing customer relationships and workflows. Natero offers workflows for onboarding, business reviews, and risk mitigation, while Totango is more focused on automating workflows and managing tasks. However, Totango's workflow functionality is described as basic.

"...The tasks, alerts, and workflows have made the the Customer Success day to day much more fluid...." Peer review by Michael W, Director, Customer Success Operations

"...As mentioned before, I do feel like Totango has the potential to improve the work-flow for customer success even more by adding new features such as opportunities and a clearer view of past email...." Peer review by Madeleine Z.

How can Freshdesk Customer Success and Totango optimize your Engagement Management Workflow?

Freshdesk Customer Success and Totango both provide tools for managing customer engagement and automating outreach. Both tools utilize customer behavior data to identify customers who need attention, but they differ in their approaches to engagement. Freshdesk Customer Success focuses on providing a comprehensive communication hub to streamline interactions and analyze customer needs, while Totango prioritizes automation and scaling engagement efforts. Limitations exist in both tools, such as difficulty in customizing engagement cadences within Totango.

"...This has allowed our company to make better business decisions when allocating development resources and also has allowed us to more effectively engage with our end users to discuss their needs...." Peer review by Michael L

"...Totango helped me not onlyto mange the team day to day task, but to support my engagement model, and automate our processes...." Peer review by Evyatar S., Customer Success Team manager

What makes Freshdesk Customer Success and Totango ideal for Training & Onboarding?

Freshdesk Customer Success and Totango are both used for onboarding customers. Both tools allow users to manage onboarding processes and track customer progress. However, Freshdesk Customer Success offers a more robust set of features, including workflows, playbooks, and automated tasks. Totango focuses on onboarding but offers less functionality in other areas of customer success. Some users have expressed challenges with Totango's onboarding process and integrations.

"...The workflow module helps users with customer onboarding, business reviews, risk mitigation and targeted notifications...." Peer review

"...It allows us to see the customer's lifecycle from onboarding all the way through to quarterly business reviews, upsells and CHURN prevention, allowing us to maximize our time and ensure customer happiness...." Peer review by Christtian Pinto, Customer Success Manager, Zoom Video Communications