What users are saying about
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Top Rated
370 Ratings

Gainsight

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Top Rated
370 Ratings
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Score 8.4 out of 101

Likelihood to Recommend

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 profile photo

Feature Rating Comparison

Security

Gainsight
7.8
Role-based user permissions
Gainsight
7.8

Platform & Infrastructure

Gainsight
8.0
API
Gainsight
8.0
Integration with Salesforce.com
Gainsight
9.1
Integration with Marketo
Gainsight
7.6
Integration with Eloqua
Gainsight
7.2

Customer Data Extraction / Integration

Gainsight
8.4
Product usage
Gainsight
8.6
Help desk / support tickets
Gainsight
8.2

Customer Success Management

Gainsight
8.7
NPS surveys
Gainsight
9.3
Sponsor tracking
Gainsight
7.6
Customer profiles
Gainsight
9.2
Automated workflow
Gainsight
8.3
Internal collaboration
Gainsight
8.1
Customer health scoring
Gainsight
9.3
Customer segmentation
Gainsight
9.0

CSM Reporting & Analytics

Gainsight
8.7
Customer health trends
Gainsight
9.1
Engagement analytics
Gainsight
8.7
Revenue forecasting
Gainsight
8.5
Dashboards
Gainsight
8.7

Pros

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 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
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 profile photo

Usability

Gainsight

Gainsight 7.4
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 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 119 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 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 6.9
Based on 6 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 profile photo

Alternatives Considered

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 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

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