Freshsuccess vs. Gainsight CS

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshsuccess
Score 7.8 out of 10
N/A
Freshsuccess (based on technology acquired by Natero by Freshworks in May 2019) is designed to help Customer Success Managers prevent churn, increase account expansion, and manage more customers with less effort. The vendor says features include: Customer 360 - See customer emails, chats, meetings, support tickets, billing history, and product usage, in one place. Predictive Alerts - Predict which customers are likely to churn, convert, or expand their…
$79
per month
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
FreshsuccessGainsight CS
Editions & Modules
Estate
$79 billed annually
per month per user
Estate
$95 billed monthly
per month per user
Forest
$129 billed annually
per month per user
Forest
$150 billed monthly
per month per user
Subscription
$2,500
Per Company Per Month
Offerings
Pricing Offerings
FreshsuccessGainsight 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
FreshsuccessGainsight CS
Considered Both Products
Freshsuccess
Chose Freshsuccess
We initially looked at Gainsight, Amity, and another which I can't remember the name of. Only Natero and Amity were within a reasonable price range. We selected Natero because the platform was significantly more polished, the reporting seemed significantly stronger in Natero, …
Chose Freshsuccess
Can't really say that, at the time I had natero I was evaluating [other] options.
Gainsight CS
Chose Gainsight CS
Gainsight was demonstrated to be the best customer success platform in the industry and their best practice and thought leadership also boosted our willingness to partner with them.
Chose Gainsight CS
The ease of use, UI, and customer support. It seems like every employee is very well versed with the usage of Gainsight.
Chose Gainsight CS
I have used Natero and Totango. Gainsight was more complicated to install but with really good documentation. Natero was easy to get up and running and use the health scorecard but intergrating was COMPLICATED! it is very easy to integrate other applications within Gainsight
Chose Gainsight CS
Gainsight are the thought leaders in the CS space and have a strong European presence, something we were looking for.
Chose Gainsight CS
3 key reasons - more comprehensive functionality, more engaged sales process and local (UK based team).
Chose Gainsight CS
As part of our software evaluation, we looked at Totango and Natero. Gainsight's deep integration with salesforce, community support, and product feature set was eventually what led us to procure from Gainsight. Their team is committed to customer success and as an organization …
Chose Gainsight CS
I would say Totango is probably the closest, but the Gainsight interface is much better and user friendly from my experience. I love the integration with Salesforce, and you don't get that with ever other software that's similar. Since we signed with Gainsight, we haven't …
Top Pros
Top Cons
Features
FreshsuccessGainsight CS
Security
Comparison of Security features of Product A and Product B
Freshsuccess
10.0
5 Ratings
15% above category average
Gainsight CS
7.1
164 Ratings
19% below category average
Role-based user permissions10.05 Ratings7.1164 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Freshsuccess
7.1
6 Ratings
18% below category average
Gainsight CS
7.7
205 Ratings
10% below category average
API7.25 Ratings6.9122 Ratings
Integration with Salesforce.com7.26 Ratings7.9204 Ratings
Integration with Marketo7.01 Ratings7.749 Ratings
Integration with Eloqua7.01 Ratings8.219 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
Freshsuccess
8.6
6 Ratings
0% above category average
Gainsight CS
6.8
205 Ratings
23% below category average
Product usage8.16 Ratings8.5194 Ratings
Help desk / support tickets9.15 Ratings5.2165 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
Freshsuccess
7.1
6 Ratings
14% below category average
Gainsight CS
6.3
217 Ratings
26% below category average
NPS surveys7.02 Ratings7.9170 Ratings
Sponsor tracking7.01 Ratings4.6160 Ratings
Customer profiles7.15 Ratings6.2194 Ratings
Automated workflow8.06 Ratings7.9208 Ratings
Internal collaboration5.35 Ratings5.1195 Ratings
Customer health scoring8.16 Ratings7.0210 Ratings
Customer segmentation7.25 Ratings5.2177 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
Freshsuccess
7.4
6 Ratings
9% below category average
Gainsight CS
7.2
215 Ratings
12% below category average
Customer health trends9.16 Ratings6.9197 Ratings
Engagement analytics7.06 Ratings7.1174 Ratings
Revenue forecasting4.44 Ratings7.9107 Ratings
Dashboards9.16 Ratings6.7212 Ratings
Best Alternatives
FreshsuccessGainsight CS
Small Businesses
Intercom
Intercom
Score 8.7 out of 10
Intercom
Intercom
Score 8.7 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
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User Ratings
FreshsuccessGainsight CS
Likelihood to Recommend
6.3
(6 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
FreshsuccessGainsight CS
Likelihood to Recommend
Freshworks Inc
Any SaaS company that needs to measure and track the health of client and user accounts will find the data provided by Natero extremely useful. If you have a support team that is tracking tickets, to-do-lists, etc. across different platforms, you'll be happy to know that you can consolidate most of those existing workflows into Natero, making this a single platform for your CES team to keep things running smoothly.
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
Read full review
Pros
Freshworks Inc
  • Love the accounts view to see all my accounts, their health and some helpful stats!
  • The charting is relevant and detailed for customers to understand their usage of our product. The look and feel is very clean and easy to understand.
  • In the account, you can link to other documentation, which is great!
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
Read full review
Cons
Freshworks Inc
  • Make set up more self-service. We are changing a lot of systems, and it was challenging to have to coordinate every item with Natero.
  • Automatically triggered emails based on certain usage.
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 )
Read full review
Likelihood to Renew
Freshworks Inc
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.
Read full review
Usability
Freshworks Inc
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.
Read full review
Performance
Freshworks Inc
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
Freshworks Inc
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
Freshworks Inc
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
Read full review
Implementation Rating
Freshworks Inc
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
Freshworks Inc
I highly recommend and prefer using Salesforce over Natero. Salesforce allows me to pull in as many fields into a report as I would like, compared to 14 different fields into Natero. I am able to view and make changes to information much quicker than Natero. I like Salesforce much more.
Read full review
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
Freshworks Inc
  • Visibility - We can now see in one place the many dimensions of customer health
  • Focus - Knowing who is in trouble and how that affects the business means teams can focus on key accounts
  • Insight - Natero shows the effectiveness of common actions, therefore we can improve processes over time
Read full review
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

Freshsuccess Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of

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.