Customer Success · head to head
InMoment vs Totango
InMoment
Customer Success
Enterprise experience management combining customer feedback, text analytics and case management, quote priced
- From
- On request
- Rated
- -
The short version
- Only Totango has a free tier, so it costs nothing to try first.
- Each has a real cost: InMoment there is no published pricing anywhere, so a buyer cannot build a shortlist by cost without first entering a sales process with InMoment directly.; Totango user interface is unintuitive and outdated, making workflows more time-consuming than necessary
- They diverge on capability: InMoment covers Multi-channel feedback collection, Totango covers SuccessBLOCs.
- Prices and features above were last checked on 1 September 2026.
Where they differ
Only the attributes on which InMoment and Totango actually diverge.
Identical on both: user rating (Not yet rated), category (Customer Success).
What each one covers
Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.
Only in InMoment
- Multi-channel feedback collection
- Text and sentiment analytics
- Case management
- Location-level reporting
- Review site integration
- API and CRM integration
Only in Totango
- SuccessBLOCs
- Health monitoring
- Customer segments
- Engagement campaigns
- Success workflows
- Salesforce
- HubSpot
- Zendesk
What people use each for
The jobs each tool is most often brought in to do.
InMoment
- A multi-location retail chain aggregating customer feedback and public reviews across hundreds of storesnot Totango
- A hotel group needing case management so a bad review triggers a follow-up task for the right property managernot Totango
- A healthcare system routing patient experience feedback to the relevant department automaticallynot Totango
- A financial services company needing text analytics on open-ended feedback at a volume manual review cannot handlenot Totango
Totango
- Customer Successnot InMoment
- Adoptionnot InMoment
- Engagementnot InMoment
Where each one falls short
Documented limitations, not opinions. Every one is a constraint you would hit in normal use.
InMoment
- There is no published pricing anywhere, so a buyer cannot build a shortlist by cost without first entering a sales process with InMoment directly.
- It is built for high-volume, multi-location feedback programmes, so a single-location business or small team gets a platform sized well beyond its actual need.
- Implementation and customisation require technical expertise, and reviewers note the platform can be expensive and complex to configure for a specific workflow.
- Professional services are billed separately from platform access, so the effective first-year cost is typically higher than the ongoing annual platform fee alone.
- It is easy to confuse with the catalogued Momen no-code product or with smaller customer feedback tools; InMoment is specifically enterprise-scale experience management, not a lightweight feedback widget.
Totango
- User interface is unintuitive and outdated, making workflows more time-consuming than necessary
- SuccessBLOCs are rigid and confusing to configure despite being marketed as flexible
- Platform experiences performance issues with occasional slowness and bugs
- Timeline view only allows searching subject lines, not full activity or note content
- Pricing can be prohibitive for startups with uncertain immediate ROI
Pricing, plan by plan
InMoment
On request- InMoment XI Platform$undefined/year
- Priced by response volume, users and modules licensed
- Separate line items for platform access and professional services
- Entry-level configurations start in the low hundreds of dollars a month
Totango
Free- StarterFree
- Basic health scores
- Up to 100 accounts
- Growth$249/month
- Unlimited accounts
- Campaigns
- Playbooks
Which should you pick?
Choose InMoment if
- You need multi-channel feedback collection.
- You work on Web, iOS, Android.
- You also want text and sentiment analytics.
Choose Totango if
- You need successblocs.
- You want to start without paying.
- You also want health monitoring.
Questions people ask
- Is InMoment or Totango better?
- Neither clearly leads. InMoment starts at On request and Totango at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, InMoment or Totango?
- Totango has a free tier; the other does not. Paid plans start at On request for InMoment and Free for Totango.
- Does InMoment or Totango run on more platforms?
- InMoment runs on Web, iOS, Android. Totango runs on Web.
- Can I use Totango for free?
- Yes. Totango has a free tier, so you can try it without paying. InMoment starts at On request.
- What is InMoment best used for?
- InMoment is most often used for a multi-location retail chain aggregating customer feedback and public reviews across hundreds of stores, a hotel group needing case management so a bad review triggers a follow-up task for the right property manager, a healthcare system routing patient experience feedback to the relevant department automatically, a financial services company needing text analytics on open-ended feedback at a volume manual review cannot handle. Of those, a multi-location retail chain aggregating customer feedback and public reviews across hundreds of stores and a hotel group needing case management so a bad review triggers a follow-up task for the right property manager are not what Totango is typically brought in for.
- What can InMoment do that Totango cannot?
- InMoment covers Multi-channel feedback collection, Text and sentiment analytics, Case management, Location-level reporting. Totango covers SuccessBLOCs, Health monitoring, Customer segments, Engagement campaigns.
Answered from the vendors’ own pages
InMoment: Does InMoment publish pricing?
No, every deployment is quoted individually based on feedback volume, users, modules and implementation scope.
Totango: What data sources can Totango connect to?
Totango aggregates customer data from various sources to provide a holistic view of customer health, engagement, satisfaction, and product usage. It integrates with CRM systems, product analytics, and support platforms.
SourceInMoment: What size of organisation is InMoment built for?
Large, multi-location consumer businesses in retail, hospitality, healthcare and financial services running feedback programmes at scale.
Totango: What is Totango's pricing model?
Totango uses revenue-oriented pricing based on customer revenue under management and value realization, rather than purely seat-based licensing. Pricing varies based on specific implementation and feature requirements.
SourceInMoment: Does InMoment include case management, not just survey collection?
Yes, flagged feedback routes into a case management workflow for frontline follow-up, not only reporting.
Related pages
Other head to heads
- InMoment vs SmartKarrot
- InMoment vs Vitally
- InMoment vs Better Proposals
- InMoment vs Custify
- InMoment vs Chameleon
- InMoment vs Conga
- InMoment vs Bonjoro
- InMoment vs ClientPoint
- InMoment vs ClientSuccess
- InMoment vs Kapta
- InMoment vs Lessonly
- InMoment vs EverAfter
- InMoment vs Natero
- InMoment vs Pragma
- InMoment vs Apttus
- InMoment vs Akita
- InMoment vs Amity
- InMoment vs Product Fruits
- InMoment vs Proposable
- Totango vs SmartKarrot
- Totango vs Vitally
- Totango vs Better Proposals
- Totango vs Custify
- Totango vs Chameleon
- Totango vs Conga
- Totango vs Bonjoro
- Totango vs ClientPoint
- Totango vs ClientSuccess
- Totango vs Kapta
- Totango vs Lessonly
- Totango vs EverAfter
- Totango vs Natero
- Totango vs Pragma
- Totango vs Apttus
- Totango vs Akita
- Totango vs Amity
- Totango vs Product Fruits
- Totango vs Proposable