What users are saying about

Amity

3 Ratings

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Top Rated
313 Ratings

Amity

3 Ratings
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Score 9.3 out of 101

Gainsight<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>

Top Rated
313 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

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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 great if there are multiple data sources that aren't easily viewed in a combined way or if users do not have access to all these data sources. Gainsight provides a way to get this information into one area that is easy to view by anyone that is involved with the account. It also allows for data back to other systems like Salesforce which is important for contributors that may not be in Customer Success. Gainsight is helpful for automation as well as building scenarios with a specific goal in mind - all of which helps with scaling across segments.In other areas, Gainsight can be harder for users to adopt if they are used to different workflows like working from support cases or direct email. It also doesn't have much machine learning that would increase the ability to automate workflows. If your product isn't true SaaS you can't make as much use of some of the areas of Gainsight that work well with usage data. Gainsight is also good for workflows that produce an output - an email, a survey, etc. - but not as good with taking inputs from customers.
John Applebaugh profile photo

Feature Rating Comparison

Security

Amity
8.0
Gainsight
8.9
Role-based user permissions
Amity
8.0
Gainsight
8.9

Platform & Infrastructure

Amity
9.5
Gainsight
8.1
API
Amity
10.0
Gainsight
7.7
Integration with Salesforce.com
Amity
9.0
Gainsight
9.3
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
8.6
Help desk / support tickets
Amity
9.0
Gainsight
8.2

Customer Success Management

Amity
9.0
Gainsight
8.8
Customer profiles
Amity
10.0
Gainsight
8.9
Automated workflow
Amity
9.0
Gainsight
8.2
Internal collaboration
Amity
8.0
Gainsight
8.8
Customer health scoring
Amity
10.0
Gainsight
9.5
Customer segmentation
Amity
8.0
Gainsight
9.3
NPS surveys
Amity
Gainsight
9.0
Sponsor tracking
Amity
Gainsight
8.2

CSM Reporting & Analytics

Amity
8.0
Gainsight
9.0
Customer health trends
Amity
6.0
Gainsight
9.2
Engagement analytics
Amity
9.0
Gainsight
8.9
Revenue forecasting
Amity
7.0
Gainsight
9.0
Dashboards
Amity
10.0
Gainsight
9.1

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
  • An update to Gainsight's UI would be fantastic. I really like dashboards but they are very dull looking. An update to make reports more colourful would go a long way.
  • I'd like to see continued improvement of Gainsight's advanced outreach feature (automated emails). It worries me when I set an advanced outreach to trigger and then have no idea when it will trigger - sometimes it takes 2 minutes sometimes it takes 45 minutes, this causes a nervous feeling as I just have to wait and see if it deployed properly or not.
Josh Daniels profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Gainsight8.7
Based on 13 answers
Ceridian is always seeking ways of optimizing its technical stack and experience. customer Gainsight is an important partner in our ongoing success.
Carlos Gonzalez 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 86 answers
I always receive help and timely responses. However, I don't always feel that the context of my questions or issues is understood. I think the team could go from very good to excellent if they were able to bridge the gap between technical product knowledge and recommended/popular customer workflows more effectively.
Ben Michael 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
We had a leadership member join the team who used Gainsight at a previous company and suggested we purchase and implement. We didn't do any other comparison on this purchase.
Vinny Poliseno profile photo

Return on Investment

  • Faster churn indicators
Janielle Loken profile photo
  • We have had a flat headcount on our CSM team while nearly doubling the number of clients supported by CSMs.
  • We have increased our upsell opportunities by efficiently identifying and automatically messaging clients that need more licenses.
  • We have driven client retention higher by identifying risk in the client base via the integration of usage data and other client factors.
Steven Doty 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