FluidSurveys was a survey and form building option. SurveyMonkey discontinued the product, it reached end of life (EOL) December 2017.
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Gainsight CS
Score8.8 out of 10
Mid-Size Companies (51-1,000 employees)
Gainsight Customer Success (CS) is presented as a growth engine for modern post-sale teams. Built for CROs, CS leaders, and operations pros, it provides visibility into customer health, expansion potential, and revenue risk. With automation, AI, and health scoring, Gainsight helps scale outcomes without scaling headcount. With its playbooks and success plans to CSQL tracking and journey orchestration, Gainsight CS helps teams to take the right action at the right time, every time. Access to…
For surveys, and for centralized info-gathering, FluidSurveys provides an excellent solution. There are other programs out there which provide a wider range of solutions (i.e., they can be used for surveying AND comprehensive online engagement, rather than just a data-gathering type of consultation); however, for programming and implementing surveys, FluidSurveys has an effective variety of strengths and options that make it optimal for users who are focused specifically on surveys.
I really enjoy using Gainsight CS because we can track our customers through their life cycles through our CSM/Implementation teams, Customer Community, and even our Academy! All of the information is in one spot for us to use and see. I would recommend this product (as well as CC & CE) for any SaaS company that needs visibility across all products and teams.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
User-friendly. For the majority of the general and basic tools you can use with FluidSurveys to build surveys are simple to use and intuitive. When certain issues come up, the service is quick (chat room) and effective.
Anonymity: the software has the reputation of being safer in terms of safeguarding private information the respondents share by answering surveys (this is mainly due to the fact that the servers are in Canada). Thus, indirectly, they increase response rates.
Extensive possibilities: FluidSurveys offers a plethora of possibilities and options that really renders the experience interesting in terms of micro-managing each details of the surveys you are sending out there. When the invitation leaves by email, it is exactly how you want it.
One source of truth for all things CS - managing day-to-day tasks.
Getting ahead of the risk by having a very detailed and evolving health score system. Gainsight's CSM was incredibly helpful in building our risk mitigation plan using the health score, sharing their best practices.
Having a mutually agreed upon Success Plan that you can share with the customer. It was also incredibly helpful with assigning other parties to take actions, along with due dates and reminders
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Outlook integration could be better as within Outlook we do not get much insight of the account. While contacting a contact from Outlook, it will be great if the Outlook -Gainsight CS tool can show certain important information, like any pending CTAs, the latest billing amount, and pending certifications, etc. This will improve the communications and make it more aligned with the company and account perspectives.
Limitations of report creation are user level - As a user I can not create report as per my wish on my set of accounts. Only the admin user has access to that, and also it's very intuitive compared to Salesforce.
Dashboard customization - as a user I have very much limited options to put in my dashboard. It's all about CTA all the time.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Note: I am responding to this question as a user of the system and not a representative of my organization.
On a personal level/as a user only, I would definitely continue to use FluidSurveys.On a personal level/as a user only, I would definitely continue to use FluidSurveys.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I think the average person can very quickly pick up on the basics of the system: they would have no problems programming and launching a basic survey. Organizations may benefit from having people of different backgrounds getting their hands dirty in the system: at a minimum, both web programmers and opinion research advisors should be solicited for input or help.
Gainsight CSGainsight's usability is extremely intuitive. The dashboards are modular and the ability to click into each to learn more is helpful to gain visibility and strategizing where to prioritize time as a CSM. Logging activities is also extremely intuitive as is the CTA function. There is some confusion on "Where can I find..." if there are multiple dashboards so an internal AI tool to ask would be helpful as well.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Rarely any issues with availability or outages. When they do occur, there is excellent communication and consistent updates. Bugs are usually addressed in a timely manner, and communication around those issues is also extremely good
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Although I do not have much experience with Survey Monkey, the only two reasons why I choose FluidSurveys is that clients demand it (privacy and anonymity) and because managing multiple surveys at a time is easier. As for ODK Collect, I think it is a valuable alternative to FluidSurveys if you have time to learn the coding (not very complicated). ODK is a little less user friendly and you cannot address small details as you can with FluidSurveys (e.g.: formatting).
Gainsight CS and Vitally offer distinct strategic advantages depending on organizational maturity. We used Vitally for a year and it is pretty decent for mid-market teams requiring immediate agility. We just had a hard time getting our CSM's to adopt the tool. In contrast, Gainsight CS serves as a comprehensive System built for enterprise complexity. Its architectural depth allows for intricate data modeling and parent-child hierarchies, while its Bionic Rules engine provides professional-grade automation that handles nuanced triggers far beyond the capabilities of standard, trait-based systems.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
It can lean a little heavily toward Customer Success, but the ability to customize many areas based on specific user or account characteristics allows you to make it work across many different roles. This also makes collaboration within the tool across teams possible. It a flexible tool if you have a skilled admin to help guide your process building.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
No metrics yet, but we have improved our at-risk customers by identifying risks earlier via our automated health score and with our Gainsight approved mitigation workflow, CSMs and leaders have better discipline with mitigation efforts and sharing at-risk customers across the org so other teams can step in and assist
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
