AskNicely vs. Gainsight CS

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
AskNicely
Score 10.0 out of 10
N/A
AskNicely in New Zealand offers their software application as a means of collecting real-time feedback from customers, touting integration with the CRM and automated workflows, the ability to integrate interaction data from popular tools and channels (e.g. Slack, Intercom, etc.), and boasting a satisfactory survey response rate superior to other survey tools.N/A
Gainsight CS
Score 8.5 out of 10
Mid-Size Companies (51-1,000 employees)
Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses to put the customer at the center of everything they do. The vendor states that companies that use Gainsight grow net retention by up to 33 percent. Learn how leading companies like Okta, SAP Concur,…
$2,500
Per Company Per Month
Pricing
AskNicelyGainsight CS
Editions & Modules
No answers on this topic
Subscription
$2,500
Per Company Per Month
Offerings
Pricing Offerings
AskNicelyGainsight CS
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeRequired
Additional Details
More Pricing Information
Community Pulse
AskNicelyGainsight CS
Considered Both Products
AskNicely
Gainsight CS

No answer on this topic

Top Pros
Top Cons
Features
AskNicelyGainsight CS
Survey Format & Appearance
Comparison of Survey Format & Appearance features of Product A and Product B
AskNicely
8.2
26 Ratings
5% above category average
Gainsight CS
-
Ratings
Survey templates8.526 Ratings00 Ratings
Themes7.921 Ratings00 Ratings
Custom logo/branding8.324 Ratings00 Ratings
Survey Content
Comparison of Survey Content features of Product A and Product B
AskNicely
8.7
24 Ratings
1% above category average
Gainsight CS
-
Ratings
Changes to live survey8.819 Ratings00 Ratings
Question design help8.721 Ratings00 Ratings
Multiple question types8.514 Ratings00 Ratings
Survey Logic
Comparison of Survey Logic features of Product A and Product B
AskNicely
7.9
19 Ratings
5% below category average
Gainsight CS
-
Ratings
Survey logic flexibility7.919 Ratings00 Ratings
Survey Reporting & Analytics
Comparison of Survey Reporting & Analytics features of Product A and Product B
AskNicely
8.4
25 Ratings
2% above category average
Gainsight CS
-
Ratings
Response tracking8.925 Ratings00 Ratings
Data export8.522 Ratings00 Ratings
Standard reports8.323 Ratings00 Ratings
Custom reports7.918 Ratings00 Ratings
Analytics8.420 Ratings00 Ratings
Survey Administration & Security
Comparison of Survey Administration & Security features of Product A and Product B
AskNicely
8.8
20 Ratings
5% above category average
Gainsight CS
-
Ratings
Access controls8.918 Ratings00 Ratings
Compliance8.715 Ratings00 Ratings
Survey Distribution
Comparison of Survey Distribution features of Product A and Product B
AskNicely
8.4
14 Ratings
4% above category average
Gainsight CS
-
Ratings
Vendor-offered crowdsourcing8.15 Ratings00 Ratings
Respondent restrictions8.613 Ratings00 Ratings
Security
Comparison of Security features of Product A and Product B
AskNicely
-
Ratings
Gainsight CS
7.1
164 Ratings
19% below category average
Role-based user permissions00 Ratings7.1164 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
AskNicely
-
Ratings
Gainsight CS
7.7
205 Ratings
10% below category average
API00 Ratings6.9122 Ratings
Integration with Salesforce.com00 Ratings7.9204 Ratings
Integration with Marketo00 Ratings7.749 Ratings
Integration with Eloqua00 Ratings8.219 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
AskNicely
-
Ratings
Gainsight CS
6.8
205 Ratings
23% below category average
Product usage00 Ratings8.5194 Ratings
Help desk / support tickets00 Ratings5.2165 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
AskNicely
-
Ratings
Gainsight CS
6.3
217 Ratings
26% below category average
NPS surveys00 Ratings7.9170 Ratings
Sponsor tracking00 Ratings4.6160 Ratings
Customer profiles00 Ratings6.2194 Ratings
Automated workflow00 Ratings7.9208 Ratings
Internal collaboration00 Ratings5.1195 Ratings
Customer health scoring00 Ratings7.0210 Ratings
Customer segmentation00 Ratings5.2177 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
AskNicely
-
Ratings
Gainsight CS
7.2
215 Ratings
12% below category average
Customer health trends00 Ratings6.9197 Ratings
Engagement analytics00 Ratings7.1174 Ratings
Revenue forecasting00 Ratings7.9107 Ratings
Dashboards00 Ratings6.7212 Ratings
Best Alternatives
AskNicelyGainsight CS
Small Businesses
Square 9 Softworks
Square 9 Softworks
Score 9.7 out of 10
Intercom
Intercom
Score 8.7 out of 10
Medium-sized Companies
Qualaroo
Qualaroo
Score 6.8 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
Medallia
Medallia
Score 9.1 out of 10
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
AskNicelyGainsight CS
Likelihood to Recommend
8.9
(26 ratings)
8.5
(222 ratings)
Likelihood to Renew
-
(0 ratings)
6.8
(14 ratings)
Usability
-
(0 ratings)
8.2
(24 ratings)
Availability
-
(0 ratings)
8.2
(1 ratings)
Performance
-
(0 ratings)
6.4
(1 ratings)
Support Rating
-
(0 ratings)
9.0
(134 ratings)
Online Training
-
(0 ratings)
5.5
(2 ratings)
Implementation Rating
-
(0 ratings)
6.3
(6 ratings)
Configurability
-
(0 ratings)
6.4
(1 ratings)
Product Scalability
-
(0 ratings)
7.3
(1 ratings)
Vendor post-sale
-
(0 ratings)
6.4
(1 ratings)
User Testimonials
AskNicelyGainsight CS
Likelihood to Recommend
AskNicely
AskNicely is well suited for surveying customers about how they are feeling about your product. This can be their overall feeling or after they have taken a certain action. E.g. used a particular feature. It's not designed for getting through customer feedback, rather gauging satisfaction. You will need to follow up with other survey methods for detailed feedback.
Read full review
Gainsight
Well suited for: consolidated and organized note taking tracking stakeholders contact information if properly configured - identifying and categorizing risk categories less appropriate setting up customer journey takes quite a bit of work to implement and make use of - want best practices baked into the product - "customer journey wizard" reporting is robust but clunky to set up reports and get meaningful data
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Pros
AskNicely
  • NPS Surveys - Easy to access and use and branded for our company.
  • Analytics - AskNicely provides simple and robust analytics for identifying trends in data.
  • Workflows - AskNicely uniquely provides automated workflows in response to NPS results. This means teams like customer success and marketing can spend less time reacting and researching and more time working to create programs that drive more business and improve our customer experience.
Read full review
Gainsight
  • Gainsight's Data Designer is a powerful tool that allows you to create new tables/data sets from different sources (Create a new table by merging Snowflake, SFDC and Gainsight data that you can use for reporting or be the engine of calls to actions)
  • The health score is great! with good data and the right workflows in place, you can easily create automated health scores by your desired segmentation
  • Journey Orchestrator is the best 1:M outreach tool I have seen from any CSP. Very flexible and comprehensive. Can also support surveys! JO can be used for all segments, not just your digital segments!
  • Gmail/Outlook integration - Our CSMs love that you can send an email and attach it to the gainsight account. You can also create a meeting note in Gainsight and email it to your customers!
  • Calls to Action/Playbooks are very customizable, interoperable with SFDC and a great way for CSMs to keep on top of their work and also a great tool for reporting outcomes and CSMs work throughout the year
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Cons
AskNicely
  • Integrations could always be another but they do a nice job getting Asknicely and CRM’s talking nicely to one another
  • I’d like to see more resources on how to take small businesses to the next level of CX execution using NPS and AskNicely
  • More, not fewer plan options
Read full review
Gainsight
  • Sometimes tying Salesforce Data into Gainsight objects can be challenging. (I don't believe this is a true Gainsight limitation)
  • I would love to see the ability to create a dashboard directly from JO Analytics, to help save time recreating measure the program analytics already provide. (Since the JO program analytics aren't extensible to everyone, a dashboard needs to be created )
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Likelihood to Renew
AskNicely
No answers on this topic
Gainsight
Gainsight offers a level of support that I've not experience before. They will work with you to come up with a solution to a problem - or help match you with another client that has a similar setup as you to get their feedback. Also the functionality that we have built within the software works for us. It's 'easy' to use (once you get the hang of it) and our users rather enjoy working in the software.
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Usability
AskNicely
No answers on this topic
Gainsight
I give it this score based on the implementation at my current employer. I don't know if it could be higher based on if the implementation went better, or if there is something on the vendor side that could help. If this were asked at my previous employer, I would have given it a score of 9 or 10.
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Performance
AskNicely
No answers on this topic
Gainsight
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
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Support Rating
AskNicely
No answers on this topic
Gainsight
The CSMs are very hands-on and helpful, both Elaine and Lane have provided a lot of guidance and value over the years. Support is responsive and will jump on things as needed. The thought leadership and community is probably the most valuable part of our support from Gainsight.
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Online Training
AskNicely
No answers on this topic
Gainsight
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
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Implementation Rating
AskNicely
No answers on this topic
Gainsight
I was not part of the implantation (I took over later). However, based on what was passed to me, the tool was not well implemented at our org. I think this had to do with complexity, wrong person assigned in our org, and org buy-in. I think it would have been very successful if we had a better assignment process internally.
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Alternatives Considered
AskNicely
We are still evaluating SurveyMonkey against AskNicely, but initial results would seem to favor the latter. For ease-of-use, flexibility, and easily accessible analytics, AskNicely wins on all counts. Both have robust outreach engines, and there are limitations and pros/cons on each application. It is at least a very competitive match up, and I would hesitate to besmirch one tool over the other. SurveyMonkey users would benefit from giving AskNicely a once-over, though.
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Gainsight
Our Salesforce admin is constantly pushing us to adopt more of the features of Salesforce. However, we find that Gainsight is a stronger tool for customization and enhanced interdepartmental communications. Timeline makes it easy to understand where we stand in a customer lifecycle, which is far superior to reviewing an activity history related list in Salesforce.
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Return on Investment
AskNicely
  • Ask Nicely is just for internal use and we don't monitor it in relevance to GMV
  • Ask Nicely is a good way to provide quantifiable goals in customer service which is often qualitative
  • Ask Nicely is a great way to follow up with all customers who have not had a good experience
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Gainsight
  • We increase account coverage by more than 20% through the tools within Gainsight CS to generate actions for our CSMs to prioritize accounts.
  • Now that we are using Success Plans, we are seeing 65-75% of customer outcomes realized within a 12-month period. This was something we weren't able to track before.
Read full review
ScreenShots

Gainsight CS Screenshots

Screenshot of Get notified when your sponsor moves with our social media tracker - Sponsor TrackingScreenshot of Get more face time with your customers with 60 second videos - GsnapScreenshot of Automate Calls-to-Action on customer risks, opportunities and lifecycle events, better prioritize tasks with AI-driven priority scoring and follow a step-by-step playbook to deliver a consistent, best-in-class customer experience.Screenshot of Our collection of best practice-based solutions can be deployed within your Gainsight instance to help you move quickly and realize value fasterScreenshot of Design dynamic, multi-step customer journeys that blend human and digital touchpoints to deliver personalized engagement at scale. Analyze data at every step and adjust to each customer's behavior to more effectively deliver the outcomes your customers desire.Screenshot of Organize your team’s activities around your customer's key objectives. Collaborate directly with customer stakeholders to realize their desired outcomes and demonstrate how your efforts translate to results.