What users are saying about
6 Ratings
Top Rated
382 Ratings
6 Ratings
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Score 8 out of 100
Top Rated
382 Ratings
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Score 8.4 out of 100

Likelihood to Recommend

Coveo

Coveo is well-suited for larger companies that have a huge amount of files sitting its databases. For a company of more than 100K employees, Coveo does a nice job of sifting through massive piles of data. For example, if I wanted to find something about 401K matches, I could type that into the Coveo search bar on our portal and it would give me all the files in our system about investing in 401K in our company. The results don't take too long to come up as well.
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

Feature Rating Comparison

Security

Coveo
Gainsight
8.6
Role-based user permissions
Coveo
Gainsight
8.6

Platform & Infrastructure

Coveo
Gainsight
7.7
API
Coveo
Gainsight
8.5
Integration with Salesforce.com
Coveo
Gainsight
8.1
Integration with Marketo
Coveo
Gainsight
7.1
Integration with Eloqua
Coveo
Gainsight
7.3

Customer Data Extraction / Integration

Coveo
Gainsight
8.6
Product usage
Coveo
Gainsight
8.7
Help desk / support tickets
Coveo
Gainsight
8.6

Customer Success Management

Coveo
Gainsight
8.3
NPS surveys
Coveo
Gainsight
8.4
Sponsor tracking
Coveo
Gainsight
7.1
Customer profiles
Coveo
Gainsight
8.6
Automated workflow
Coveo
Gainsight
8.4
Internal collaboration
Coveo
Gainsight
8.3
Customer health scoring
Coveo
Gainsight
8.9
Customer segmentation
Coveo
Gainsight
8.7

CSM Reporting & Analytics

Coveo
Gainsight
8.8
Customer health trends
Coveo
Gainsight
8.8
Engagement analytics
Coveo
Gainsight
9.0
Revenue forecasting
Coveo
Gainsight
8.7
Dashboards
Coveo
Gainsight
8.8

Pros

Coveo

  • Searching a large set of documents is very fast
  • Support for faceted searching
  • Supports synonyms through an admin panel or via an external file
  • Out-of-box controls for rendering search, results, and faceting.
  • Customization allows for more flexible implementations
  • .NET hooks exist allowing code to be injected into its indexing process. This allows for more advanced taxonomy indexing (for example inspecting semantic information during indexing)
  • Items published via Sitecore are automatically indexed (within a minute or two of publish time)
  • Out-of-box support for ranking files attached to pages (PDFs, DOCs, etc) based on search term relevancy
  • Supports ranking certain file types above others (giving PDFs more weight than DOCs, etc)
  • Out-of-box support for crawling web pages from multiple sources. Each source can be configured with different crawl frequencies.
  • Coveo 7 introduces a JavaScript search interface in conjunction with a new REST API that you can use as an alternative to the out-of-the-box Coveo .NET search interfaces. This is also customizable and even supports templating engines like mustache and underscore.
  • They have a StackOverflow-like forum where you can get assistance from the community: https://answers.coveo.com/ .
Rondel Ward | TrustRadius Reviewer

Gainsight

  • Customer health score, which basically models how well your customers understand, and drive value, from your product.
  • CTAs, which you can trigger to your CS team in order to help them proactively reach out.
  • MDA, which flattens your objects across Salesforce, Marketo, Mixpanel....etc and let's you create rules (or flows) to trigger different events and field updates.
✔Robert Riegel | TrustRadius Reviewer

Cons

Coveo

  • UI changes were cumbersome and timely to make changes to based on business requirements and user feedback. We were not able to optimize in the UI due to the constraints.
  • Analytics in the version we had were very poor. UI was built in Silverlight with no exportable version to be able to perform further analysis of data. Many product suggestions around additional metrics needed.
  • We struggled around data ranking and relevance due to the amount of unstructured data that we were indexing. This caused user adoption issues. This service and guidance was something that we were never really able to get from Coveo with my time using the product. The relevance controls were very simplistic and did not give us much control.
Lauren Jones, PMP | TrustRadius Reviewer

Gainsight

  • Admin tab has lots of tabs and sub categories in each tab. If you don't spend a whole lot of time in a certain category then it can take a while to find the info you're looking to update/change
  • CTA updates. In our instance we use CTA's very heavily and we would like the ability to create rules that automatically update the status of a rule. Currently you can create rules to close a CTA but you cannot create a rule to change an open status to a different open status.
Mark Peterson | TrustRadius Reviewer

Likelihood to Renew

Coveo

Coveo 6.6
Based on 2 answers
We still have many clients which have custom search implementations supported by Coveo which crawl their Sitecore instances. From that perspective, I'm very likely to use it again. One of the main drawbacks I have heard is that Coveo is relatively expensive. The size of your project budget may have a greater influence on your decision to use Coveo if the custom features are not must-haves for your organization
Rondel Ward | TrustRadius Reviewer

Gainsight

Gainsight 7.3
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 | TrustRadius Reviewer

Usability

Coveo

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 7.1
Based on 11 answers
Gainsight is extremely powerful. That power creates complexity. At the point we are at now, we are comfortable with the tool and we get it. However, it is not easy to grasp at the get go. Even some new features take us time to understand. But as I said, the function and power of the tool are immense and that good outweighs anything that is too complex.
Ben Michael | TrustRadius Reviewer

Performance

Coveo

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 6.4
Based on 2 answers
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 | TrustRadius Reviewer

Support Rating

Coveo

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 8.0
Based on 252 answers
The support team is wonderful! They are very responsive to questions and never just send you a link to a support article. They also have AMAZING documentation! They keep it current throughout all the iterations and changes and do a great job having content created before you know you need it. Did I mention that when needed, they take actual videos of the solution so you can mimic it in your environment? I've worked with many of the support team and have never been anything but impressed with each one of them.
Jen Loop | TrustRadius Reviewer

Online Training

Coveo

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 | TrustRadius Reviewer

Implementation Rating

Coveo

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 6.4
Based on 12 answers
Do your homework before starting - the vast majority of success related to implementation depends on your knowledge of your business, your customers, and your data. The platform can do whatever you want it to do...so be thoughtful about what you are building.Start simple. Validate and adjust for continuous improvement.Think about your data needs early on. Define and document your processes for easy onboarding of new team members.
Beth Power, MBA, CSM, SA | TrustRadius Reviewer

Alternatives Considered

Coveo

No answers on this topic

Gainsight

After reviewing manual processes and other industry solutions along with our needs for integration and a Salesforce friendly solution, Gainsight was selected based on the breadth of product capabilities and the team of resources we would be partnering with. While there are other possible solutions, Gainsight has worked very well for our objectives
Carlos Gonzalez | TrustRadius Reviewer

Return on Investment

Coveo

  • Quick to find things in a massive database when needed.
  • Results need to be more concise - sometimes we spend more time looking for the right file than if we were to just search amongst our own networks instead.
  • Coveo is not always the most useful but does its job when general information is needed.
Anonymous | TrustRadius Reviewer

Gainsight

  • So far, our primary outcome has really been improving employee efficiency. We have gone through a pretty major reorganization of our customer success team and are pushing our CSMs to support more customers than ever. Gainsight has been an essential tool to allow them to support more customers without losing the high level of support our customers have come to expect. Many of our CSMs went from supporting 40-45 customers to now supporting 60+ with minimal effort.
Katie Baker | TrustRadius Reviewer

Screenshots

Pricing Details

Coveo

General

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

Gainsight

General

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

Rating Summary

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