What users are saying about
3 Ratings

Gainsight

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Top Rated
325 Ratings
3 Ratings
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Score 9.3 out of 101

Gainsight

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Top Rated
325 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.6 out of 101

Add comparison

Likelihood to Recommend

Amity

  • For success teams that are siloed, with a large stack to manage; it works amazingly
  • Or small teams
  • For Teams that may have a lot of revenue targets, it's hard
Janielle Loken profile photo

Gainsight

Gainsight is an awesome tool for organizations looking to help prioritize engagements with customers based on their behavioral trend. If you are looking to drive a consistent customer experience and give your team the power of knowledge into the customer, it's a very powerful and user friendly tool. For our tiers that are more of a 1:many approach, Gainsight is less helpful as it is more of a transactional relationship.
Jen Loop profile photo

Feature Rating Comparison

Security

Amity
8.0
Gainsight
8.3
Role-based user permissions
Amity
8.0
Gainsight
8.3

Platform & Infrastructure

Amity
9.5
Gainsight
8.2
API
Amity
10.0
Gainsight
7.9
Integration with Salesforce.com
Amity
9.0
Gainsight
9.5
Integration with Marketo
Amity
Gainsight
7.9
Integration with Eloqua
Amity
Gainsight
7.6

Customer Data Extraction / Integration

Amity
9.0
Gainsight
8.4
Product usage
Amity
9.0
Gainsight
8.7
Help desk / support tickets
Amity
9.0
Gainsight
8.1

Customer Success Management

Amity
9.0
Gainsight
8.9
Customer profiles
Amity
10.0
Gainsight
9.1
Automated workflow
Amity
9.0
Gainsight
8.4
Internal collaboration
Amity
8.0
Gainsight
8.3
Customer health scoring
Amity
10.0
Gainsight
9.6
Customer segmentation
Amity
8.0
Gainsight
9.3
NPS surveys
Amity
Gainsight
9.2
Sponsor tracking
Amity
Gainsight
8.3

CSM Reporting & Analytics

Amity
8.0
Gainsight
9.1
Customer health trends
Amity
6.0
Gainsight
9.3
Engagement analytics
Amity
9.0
Gainsight
9.0
Revenue forecasting
Amity
7.0
Gainsight
9.2
Dashboards
Amity
10.0
Gainsight
9.0

Pros

  • Service
  • Data mapping
  • Displays data
Janielle Loken profile photo
  • Timeline - This is the BEST feature of Gainsight! There are multiple ways to allow your reps to track their engagements, all in a searchable fashion. This has been the ticket to increasing CSM adoption of the tool.
  • The people - Everyone I've engaged with at Gainsight has been outstanding! Everyone from sales to implementation to product to customer success has all been amazing!
  • Scorecard - Having a clear and consistent way to manage our customers' health has been beneficial throughout all levels of the organization.
  • Call to Actions - Setting up thresholds for when customers are at risk, and knowing why, has helped drive meaningful conversation with our customers.
Jen Loop profile photo

Cons

  • Some times it's too much customization
  • Better ways to take care of upsells
Janielle Loken profile photo
  • The load times for many of the screens can be frustrating to end users. It's pulling real time reports so that is why the load times can be long, however CSMs get impatient quickly.
  • The survey tool is a bit clunky, although it's improved drastically over time.
Jen Loop profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Gainsight8.7
Based on 13 answers
Gainsight is a highly integrated tool that allows us to make our business better. We feel that it is essential to the future of our business.
Ben Michael profile photo

Usability

No score
No answers yet
No answers on this topic
Gainsight7.5
Based on 11 answers
I haven't really encountered something I would consider negative.
Jen Jackson profile photo

Performance

No score
No answers yet
No answers on this topic
Gainsight6.4
Based on 1 answer
There are some times when it can take almost a minute to load some of our reports or the rules engine. Within a rule it can also take time to load the actions as they each load one at a time when scrolling. The ability to scroll without waiting would be ideal
Greg Haugen profile photo

Support

No score
No answers yet
No answers on this topic
Gainsight8.7
Based on 95 answers
Because I have recommended it to others before, as I believe it is very much a tool that enables Customer Success teams in the SaaS industry
Josh Daniels profile photo

Online Training

No score
No answers yet
No answers on this topic
Gainsight5.5
Based on 2 answers
The online videos are very good for basic tasks in the platform, but it isn't very descriptive or helpful trying to make your own specific variables fit the simple example that is typically used. Typically, I'll watch a video, try on my own and still have to get help from support or Customer Success team
Greg Haugen profile photo

Implementation

No score
No answers yet
No answers on this topic
Gainsight7.1
Based on 6 answers
We worked with an amazingly supportive team.
Jen Jackson profile photo

Alternatives Considered

Amity understands that we need more than views to manage a cuatomer... you have to have a CRM.
Janielle Loken profile photo
My current business purchased Gainsight before I joined, but at my last company I selected Gainsight over Totango and Bluenose because Gainsight is the most prominent in the field, native to Salesforce, and our investors recommended Gainsight.
Kaitlin Ashley profile photo

Return on Investment

  • Faster churn indicators
Janielle Loken profile photo
  • We have increased our on-time renewal percentage year-over-year through automated renewal outreaches and other processes. This has also increased efficiency of our renewals team.
  • We started offering executive business reviews in 2017 and Gainsight has given us the tools to deliver. Early feedback from customers is immensely positive in this area.
  • Our NPS survey implementation has offered us our first real, unfiltered feedback from customers. It also gave us a short list of advocates that we could leverage for our Marketing and Sales teams.
Ben Michael profile photo

Pricing Details

Amity

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Additional Pricing Details

Amity More Information

Gainsight

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details
Based on a per user/per month model.

Gainsight More Information