Our friends at Totango, a leading provider of an online customer engagement platform for cloud businesses, announced today the availability of its paid service and shared statistics from the beta period, which concluded this month. To date, Totango has analyzed and optimized the customer engagement with more than 1 million prospects and customers leading to increases in sales performance and higher rates of customer success for its SaaS (software-as-a-service) customers.
Some lessons learned from the analysis of one million customer engagements:
- Free trial users who are still active during day 3 of their trial are 4 times more likely to convert into paying users than the average customer. SaaS sales teams could use this insight by focusing their time and close more deals.
- Active trial users who were contacted by a sales rep were 70% more likely to buy the paid service than those who weren’t. This proves that timely and contextual engagement with prospects results in more sales.
- A full half of paid SaaS customers log in less than once a month or do not use their paid service at all. Another 19% is using their paid service less than once a week. Only 14% of paid customers use their service weekly and only 17% use it daily.
- Most cancellations were preceded by a period of non-use. SaaS customer success teams could use this insight to configure alerts for inactive users and to pro actively reach out to these customers and offer help.
Totango offers a customer engagement big data repository combining real time streams from service usage plus information from other sources such as CRM and social networks. “Totango for Sales” and “Totango for Customer Success” add a decision engine to optimize and automate sales and customer success actions based on customer specific insights. Totango’s introductory enterprise pricing announced today starts at $600 a month. A special program is available for early-stage startups.
Watch DreamSimplicity's video interview with Guy Nirpaz, CEO of Totango:
Watch Zendesk discuss their success with Totango:
