What users are saying about
3 Ratings
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Top Rated
358 Ratings
3 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 9.2 out of 101

Gainsight

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Top Rated
358 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.5 out of 101

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

I feel like this is very similar to the last two questions... What I like:CTASHeath ScoreRules EngineFlat architecture What needs work: User interface
✔Robert Riegel profile photo

Feature Rating Comparison

Security

Amity
8.0
Gainsight
7.8
Role-based user permissions
Amity
8.0
Gainsight
7.8

Platform & Infrastructure

Amity
9.5
Gainsight
8.1
API
Amity
10.0
Gainsight
7.9
Integration with Salesforce.com
Amity
9.0
Gainsight
9.7
Integration with Marketo
Amity
Gainsight
7.6
Integration with Eloqua
Amity
Gainsight
7.3

Customer Data Extraction / Integration

Amity
9.0
Gainsight
8.1
Product usage
Amity
9.0
Gainsight
8.5
Help desk / support tickets
Amity
9.0
Gainsight
7.8

Customer Success Management

Amity
9.0
Gainsight
8.8
Customer profiles
Amity
10.0
Gainsight
9.3
Automated workflow
Amity
9.0
Gainsight
8.3
Internal collaboration
Amity
8.0
Gainsight
7.9
Customer health scoring
Amity
10.0
Gainsight
9.7
Customer segmentation
Amity
8.0
Gainsight
9.3
NPS surveys
Amity
Gainsight
9.3
Sponsor tracking
Amity
Gainsight
7.9

CSM Reporting & Analytics

Amity
8.0
Gainsight
9.1
Customer health trends
Amity
6.0
Gainsight
9.4
Engagement analytics
Amity
9.0
Gainsight
8.9
Revenue forecasting
Amity
7.0
Gainsight
9.1
Dashboards
Amity
10.0
Gainsight
8.9

Pros

Amity

  • Service
  • Data mapping
  • Displays data
Janielle Loken profile photo

Gainsight

  • Gainsight helps managers monitor their employees' client interactions.
  • Gainsight enables our Client Success Directors to manage larger portfolios without letting clients slip through the cracks.
  • Tracking client health through Gainsight allows us to identify and address risk to mitigate churn.
Anna Whitehouse profile photo

Cons

Amity

  • Some times it's too much customization
  • Better ways to take care of upsells
Janielle Loken profile photo

Gainsight

  • Gainsight's Rules Engine grows more powerful and capable over time but has become more complex and unintuitive to use.
  • The mass communications platform has become our primary choice due to the native Salesforce functionality it offers, but survey functionality still has room to grow to allow for better forking of questions and translation of UI options, which would improve ease of use.
  • Gainsight has much room for improvement in the area of consulting meaningfully with clients on best implementations in given industries and sectors. They could do a better job by focusing on bucketing customers and thoughtfully designing industry-specific approaches rather than providing a very basic setup and letting clients struggle to build an effective platform from there.
Steven Doty profile photo

Likelihood to Renew

Amity

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 8.3
Based on 14 answers
Great tool and we've spent a lot of time getting it up and running. Unless something else comes a long that does a similar function for less money we will consider jumping cause we are always looking to save budget where we can. Till then I think we are satisfied with Gainsight at the moment.
Vinny Poliseno profile photo

Usability

Amity

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 7.4
Based on 11 answers
Using the tool I don't think is very difficult. I do think there is a major learning cover to support and stand the tool up. There is a lot to learn when first getting started with MDA tables and rules. But once you get one or two under your belt they are very repeatable and easy to use.
Vinny Poliseno profile photo

Performance

Amity

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 6.4
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

Amity

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 8.5
Based on 112 answers
Initial implementation three years ago was rocky - our implementer was brand new. All of our CSMs and support personal since then have been really incredible. We have changed CSMs twice but each time the CSM was promoted within Gainsight and we were happy to see them succeed. The transitions between support personnel have been careful and smooth.
Steven Doty profile photo

Online Training

Amity

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 5.5
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

Amity

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 7.0
Based on 6 answers
We worked with an amazingly supportive team.
Jen Jackson profile photo

Alternatives Considered

Amity

Amity understands that we need more than views to manage a cuatomer... you have to have a CRM.
Janielle Loken profile photo

Gainsight

GS is still the best product I've seen for doing what we use it for. I can see how certain aspects of the Lightning system could accomplish certain things we use GS for, but not everything, and certainly not as fully fleshed out. For the time being, I can't see how anything else in this space can compare to what we've experienced so far with GS.
Kevin Heraly profile photo

Return on Investment

Amity

  • Faster churn indicators
Janielle Loken profile photo

Gainsight

  • Increased efficiency in identifying who to call and when
  • Improved customer NPS. This is especially true with our newly onboarded accounts
  • Identify upsell opportunities and have generated revenue from these proactive CTAs that help us identify opportunities based on rules we've created
  • Along with much better, proactive portfolio management, we've seen lifts in renewal rates, ARR, and a reduction in churn. Obviously, it's difficult to pin this down to any one thing we've done, but GS is a big part.
Kevin Heraly 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

Gainsight

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details

Add comparison