What users are saying about
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Top Rated
358 Ratings

Gainsight

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Top Rated
358 Ratings
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Score 8.5 out of 101

Likelihood to Recommend

Gainsight

I feel like this is very similar to the last two questions... What I like:CTASHeath ScoreRules EngineFlat architecture What needs work: User interface
✔Robert Riegel profile photo

Feature Rating Comparison

Security

Gainsight
7.8
Role-based user permissions
Gainsight
7.8

Platform & Infrastructure

Gainsight
8.1
API
Gainsight
7.9
Integration with Salesforce.com
Gainsight
9.7
Integration with Marketo
Gainsight
7.6
Integration with Eloqua
Gainsight
7.3

Customer Data Extraction / Integration

Gainsight
8.1
Product usage
Gainsight
8.5
Help desk / support tickets
Gainsight
7.8

Customer Success Management

Gainsight
8.8
NPS surveys
Gainsight
9.3
Sponsor tracking
Gainsight
7.9
Customer profiles
Gainsight
9.3
Automated workflow
Gainsight
8.3
Internal collaboration
Gainsight
7.9
Customer health scoring
Gainsight
9.7
Customer segmentation
Gainsight
9.3

CSM Reporting & Analytics

Gainsight
9.1
Customer health trends
Gainsight
9.4
Engagement analytics
Gainsight
8.9
Revenue forecasting
Gainsight
9.1
Dashboards
Gainsight
8.9

Pros

Gainsight

  • Easy to use UI. This makes it easy to onboard new CSM's to start using the tools and get them up to speed on their administrative processes
  • Having a holistic view of the customer makes conversations much easier by outlining everything we need to know about the customer in one view. This alone eliminates a large amount of time for our CSM's by not having to load multiple objects in SFDC
  • Rules engine/bionic rules. The possibilities are endless when you start diving into the power of bionic rules. Objects that were once unrelated can now have some sort of relation, and you can formulate extremely valuable data that used to take hours to pull into Excel.
Mark Peterson profile photo

Cons

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 profile photo

Likelihood to Renew

Gainsight

Gainsight 8.3
Based on 14 answers
Ceridian is always seeking ways of optimizing its technical stack and experience. customer Gainsight is an important partner in our ongoing success.
Carlos Gonzalez profile photo

Usability

Gainsight

Gainsight 7.4
Based on 11 answers
Gainsight is a very comprehensive solution perpetually adding capabilities. The only challenges in usability come with the wide scope of capabilities.
Carlos Gonzalez profile photo

Performance

Gainsight

Gainsight 6.4
Based on 1 answer
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 profile photo

Support

Gainsight

Gainsight 8.5
Based on 112 answers
Support platform is incredibly easy to use and track all previously submitted requests. Their team is knowledgeable but also not afraid to escalate an issue to their upper tier support team when needed. Their support team is also very active/vocal on their community platform, supporting customer idea requests and serving as a liaison between the customer and product teams.
Katie Baker profile photo

Online Training

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 profile photo

Implementation

Gainsight

Gainsight 7.0
Based on 6 answers
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.
Ben Michael profile photo

Alternatives Considered

Gainsight

I haven't used any tool that would be a competitor to Gainsight
Josh Daniels profile photo

Return on Investment

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 profile photo

Pricing Details

Gainsight

General

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

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