What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
35 Ratings
15 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.6 out of 100

Gainsight PX

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
35 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Feature Set Ratings

    Platform & Infrastructure

    8.5

    CustomerSuccessBox

    85%

    Gainsight PX

    Feature Set Not Supported
    N/A
    CustomerSuccessBox ranks higher in 2/2 features

    API

    8.6
    86%
    9 Ratings
    N/A
    0 Ratings

    Integration with Salesforce.com

    8.5
    85%
    7 Ratings
    N/A
    0 Ratings

    Customer Data Extraction / Integration

    9.5

    CustomerSuccessBox

    95%

    Gainsight PX

    Feature Set Not Supported
    N/A
    CustomerSuccessBox ranks higher in 2/2 features

    Product usage

    9.3
    93%
    15 Ratings
    N/A
    0 Ratings

    Help desk / support tickets

    9.6
    96%
    12 Ratings
    N/A
    0 Ratings

    Customer Success Management

    9.1

    CustomerSuccessBox

    91%

    Gainsight PX

    Feature Set Not Supported
    N/A
    CustomerSuccessBox ranks higher in 6/6 features

    NPS surveys

    7.9
    79%
    11 Ratings
    N/A
    0 Ratings

    Sponsor tracking

    8.9
    89%
    8 Ratings
    N/A
    0 Ratings

    Customer profiles

    9.2
    92%
    14 Ratings
    N/A
    0 Ratings

    Automated workflow

    9.6
    96%
    14 Ratings
    N/A
    0 Ratings

    Customer health scoring

    9.4
    94%
    13 Ratings
    N/A
    0 Ratings

    Customer segmentation

    9.6
    96%
    15 Ratings
    N/A
    0 Ratings

    CSM Reporting & Analytics

    8.8

    CustomerSuccessBox

    88%

    Gainsight PX

    Feature Set Not Supported
    N/A
    CustomerSuccessBox ranks higher in 4/4 features

    Customer health trends

    9.1
    91%
    13 Ratings
    N/A
    0 Ratings

    Engagement analytics

    8.6
    86%
    14 Ratings
    N/A
    0 Ratings

    Revenue forecasting

    8.1
    81%
    9 Ratings
    N/A
    0 Ratings

    Dashboards

    9.4
    94%
    15 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • CustomerSuccessBox is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    9.6

    CustomerSuccessBox

    96%
    15 Ratings
    7.8

    Gainsight PX

    78%
    22 Ratings

    Likelihood to Renew

    CustomerSuccessBox

    N/A
    0 Ratings
    8.2

    Gainsight PX

    82%
    1 Rating

    Usability

    9.4

    CustomerSuccessBox

    94%
    15 Ratings

    Gainsight PX

    N/A
    0 Ratings

    Support Rating

    9.4

    CustomerSuccessBox

    94%
    15 Ratings
    7.5

    Gainsight PX

    75%
    25 Ratings

    Ease of integration

    CustomerSuccessBox

    N/A
    0 Ratings
    8.1

    Gainsight PX

    81%
    13 Ratings

    Likelihood to Recommend

    Customer Success Box

    It is the best software if you are a b2b software who is planning to scale customer success department and you are running blind on potential threats for renewal. It also helps you understand which customer is not getting value out of your product. I completely recommend this. Go for it!!!!!
    Read full review

    Gainsight

    We suited for getting customer usage analytics in order to develop your product in that direction. It also helps you to get information related to where the user is taking huge number of clicks to reach to the destination he wants. Some views on dashboard can not be filtered hence needs improvement
    Read full review

    Pros

    Customer Success Box

    • Journey feature will help you automate your manual tasks like auto csm assignments, auto playbook enrolls, email alerts to your clients about new assignments or any set templates, etc.
    • Making a playbook of your process (must be consist of multiple steps) will help you give the visibility of how many clients are stuck in which steps and from when.
    • They are using Metabase for making analytics dashboards where you can make your own dashboard with different filters like Csm activity report, churn dashboard, potential clients report and also using pulse feature in Metabase schedule your daily report to different required people.
    Read full review

    Gainsight

    • Backfilling data. Many tools do not have the ability to be tracking elements once they are available and then pull it in and have historical views. You're not starting from scratch once you identify something.
    • Educational Engagements. There are a ton of options for in-app messaging and its very customizable and easy to set up.
    • Product Mapper. Organizing and shifting structure is easy to change. Setting multiple rules on a feature and confirming what you tagged is easy to do.
    Read full review

    Cons

    Customer Success Box

    • Health aggregation delay can be improved.
    • Calling with csbox software can be improved, it makes touchpoint even if your call from csbox has not picked up, and accordingly changed relationship health.
    • Add more analytics in the playbook like avg time taken to complete each step and there is no option of selecting multiple csms in the filter.
    Read full review

    Gainsight

    • Walk through functionality is weaker than other providers. If you ask a user to do something on screen, and that action reloads the page, the tour closes. This shortcoming is the primary cause for us using another walkthrough tool.
    • There is no global CSS styling for PX modals. When I make a new CSS refinement, it's limited to that one engagement only. Everytime I have a new message to deliver, I know picking a correct tour type, finding a good starting place in existing CSS and content, working over the CSS to handle new content will all take more time that it takes in other tools with universal styling controls.
    • The page reload tour cancelation also affects surveys. Want to send a CES survey after a user clicks a button that causes a URL change? You can't. Indirectly, you can load the survey if the user has clicked the button < 1 day ago, and is on URL X. If the URL is the same before and after the button click, even this work around wont work.
    • Not sure how effective PX is on mobile, the functionality did not exist while we were building our mobile app, and we've yet to add it in.
    • Would be nice if it could integrate our knowledge base, but only one KB vendor was supported (not our Freshdesk) last I looked
    Read full review

    Pricing Details

    CustomerSuccessBox

    Starting Price

    $0

    Editions & Modules

    CustomerSuccessBox editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      Required $ 499

      Additional Details

      The pricing is different for the types of businesses to which CustomerSuccessBox caters to- 1. Grow- For businesses who want to start with the customer success initiative with a small success team 2. Business- For businesses with mature customer success practices and a large success team 3. Enterprise- For businesses who want to extend with the customer success initiative across a range of products and teams. For more info on pricing, checkout https://customersuccessbox.com/pricing/

      Gainsight PX

      Starting Price

      $0 100 or less MAUs (Monthly Active Users)

      Editions & Modules

      Gainsight PX editions and modules pricing
      EditionModules
      Starter (Free)01
      StarterStarting at $400/M2
      GrowthCustom3

      Footnotes

      1. 100 or less MAUs (Monthly Active Users)
      2. 500+ MAUs (Monthly Active Users)
      3. Per MAUs (Monthly Active Users) and more

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Pricing Info

      Likelihood to Renew

      Customer Success Box

      No answers on this topic

      Gainsight

      I like the product, find it pretty easy to use. As we move forward, looking forward to using more of the functionality.
      Read full review

      Usability

      Customer Success Box

      Customer success box is one of the best products we have used as it solves the main problem for us. Use tracking and adoption. The best part about various software integrations is that now we are able to track everything at one single platform with multiple reports, analytics and dashboards.
      Read full review

      Gainsight

      No answers on this topic

      Support Rating

      Customer Success Box

      I have created two - three support tickets so far and their response is very very quick. Their team is also very empathetic, understanding and highly motivated towards solving a customer's problem. I would definitely recommend and rate them 10 / 10 for their excellent after sales support. They support for all EST & PST zones.
      Read full review

      Gainsight

      Support of Gainsight PX is very quick to respond, but takes some time to finally resolve the issues. Responses to the tickets raised are immediate (seem to be computer generated responses) but actual resolution sometimes takes weeks. I haven't had any negative experience though with the support team.
      Read full review

      Alternatives Considered

      Customer Success Box

      CustomerSuccessBox provides a great UI where I can manage all the activities related to a client in a single window. This helps to update and focus on key tasks related to the client. Small insights graph helps to quickly analyze the client's health towards our product. The customizable filters are a great help in sorting the data.
      Read full review

      Gainsight

      Heap has a great value proposition and very nice user experience. But it lacks the clear funnel analysis that Gainsight PX provides. Plus Heap also does not have integration with a lot of CRMs and Customer data platforms. Also, Additionally if you go in the market to find Heap implementors or SI vendors, you won't find any.
      Read full review

      Return on Investment

      Customer Success Box

      • It has helped in managing large amount of Client data under single platform.
      • It helped in generating valuable insights from data.
      • It is helpful to take proactive actions.
      Read full review

      Gainsight

      • Allow us to integrate actual product usage with Salesforce.
      • Too much developer time went into it, especially when the premise was that this was mostly going to be handled by the Product team. This was mostly because the Gainsight PX event editor doesn't support more complex querying on events.
      Read full review

      Screenshots

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