Totango

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.

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.

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.

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.

Email campaigns is quite handy. It comes with some templates but they are really basic.

No updates, no support, UI is terrible and reporting is basic and sometimes limited to 365 days of history.

Ability to create different views based upon the teams that you're working in, and report/dashboard creation is relatively easy.

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.

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.

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.