Vitally Reviews

Easy to set up, finally all my data in one place. Their support was very helpful if any questions came up, but you can do everything yourself within the tool as well.

Actually nothing really, but I'd like to note that the value of Vitally is only as good as the setup and data you put into that. So make sure you clean the data of the other tools before you start with integrating it.

Vitally is great solution for us as we deal with multiple contacts per customer, this allows us to track and resolve problems per contact and customer. We can easily delegate tasks to the assigned CSM and track the progress. Also, we have clear visibility to our customers ARR, Key dates, OHS. We also, do like how we can filter views per revenues, customers with missing data, etc. The ability to integrate with our other key platforms is essential.

Vitally is a big platform and it'll take a bit to learn all of the bells and whistles to ensure we are maximizing our value. The cost is bit high for the number of users and viewers we get, other than that this is a good tool for CSM's.

Nothing, no value added, it was absolute money wasted with no results

Everything was fine until the sales, but after that, the onboarding process was terrible. There was no value for money, and the company seemed more interested in taking money from customers rather than providing good service. In addition, the customer success leaders seemed unaware of which customers were using their software. There was no accountability.

Vitally was very simple to implement and get going.
In the end, it comes down to the quality of the data that you integrate with it.

Account tracking rules are a bit limiting but this hasn't stopped us from performing or tracking customers in anyway.

This software is focused on using product analytics to inform the Customer Success process. The platform is designed for B2B SaaS which is a plus.

The software needs a dedicated CS team otherwise you would be better off using a product analytics platform. If you aren't doing manual outreach, this platform is probably not for you.

- Health scoring can be setup in a day- Easy to keep customer tasks, notes, insights organized

- Conversations, and Hubspot integration needs improvement

It's easy to use. Good for tracking the health of accounts

There isn't great stakeholder mapping/hierarchy functionality. It kills me that you can only have one client 'account owner'. Particularly with large enterprise accounts, you typically have multiple owners. As an Account Manager, I feel like it's lacking a lot of functionality I need in my role. Our main issue is that it's not set up properly - doesn't integrate well with Hubspot or our backend tech (some of these issues are on our side). Would like to see better templating for account plans etc.

I loved the amount of info that was available for each customer from the integrations we used with stripe and segment. It allowed me to find out important data about our customers without referencing other software

Not as many features available between CS and sales as I'd like

Integrates with intercom and hubspot really well

Does not have much analytics feature to utilize it