Gainsight CS vs. Inbenta Chatbots

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Gainsight CS
Score 8.7 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
Inbenta Chatbots
Score 9.5 out of 10
Enterprise companies (1,001+ employees)
According to the vendor, businesses already spend a lot of time and resources creating a strong knowledge base and FAQ section in their database. Inbenta incorporates that information into a chatbot so the user's customers can ask a question and receive the information they need immediately. Companies can now provide their customers with a real-time, 24/7 chat experience directly through their branded web page or social media. With Inbenta's chatbot technology, there's no need for developers…N/A
Pricing
Gainsight CSInbenta Chatbots
Editions & Modules
Subscription
$2,500
Per Company Per Month
No answers on this topic
Offerings
Pricing Offerings
Gainsight CSInbenta Chatbots
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeRequiredRequired
Additional DetailsInbenta is a scalable solution. The vendor charges based on the number of sessions or searches that occur on the user's support site. The vendor also offers free trials with certain partner integrations including Zendesk and Salesforce Desk.com.
More Pricing Information
Features
Gainsight CSInbenta Chatbots
Security
Comparison of Security features of Product A and Product B
Gainsight CS
9.7
169 Ratings
8% above category average
Inbenta Chatbots
-
Ratings
Role-based user permissions9.7169 Ratings00 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Gainsight CS
8.7
211 Ratings
0% above category average
Inbenta Chatbots
-
Ratings
API8.9126 Ratings00 Ratings
Integration with Salesforce.com9.0210 Ratings00 Ratings
Integration with Marketo7.749 Ratings00 Ratings
Integration with Eloqua9.220 Ratings00 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
Gainsight CS
8.5
211 Ratings
4% below category average
Inbenta Chatbots
-
Ratings
Product usage9.2200 Ratings00 Ratings
Help desk / support tickets7.8169 Ratings00 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
Gainsight CS
8.5
223 Ratings
0% below category average
Inbenta Chatbots
-
Ratings
NPS surveys8.5174 Ratings00 Ratings
Sponsor tracking7.8165 Ratings00 Ratings
Customer profiles9.0200 Ratings00 Ratings
Automated workflow9.2214 Ratings00 Ratings
Internal collaboration7.9201 Ratings00 Ratings
Customer health scoring8.8216 Ratings00 Ratings
Customer segmentation8.7182 Ratings00 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
Gainsight CS
8.8
221 Ratings
5% above category average
Inbenta Chatbots
-
Ratings
Customer health trends8.8203 Ratings00 Ratings
Engagement analytics9.2179 Ratings00 Ratings
Revenue forecasting8.6111 Ratings00 Ratings
Dashboards8.7218 Ratings00 Ratings
Best Alternatives
Gainsight CSInbenta Chatbots
Small Businesses
Intercom
Intercom
Score 8.7 out of 10
Smith.ai Live Website Chat
Smith.ai Live Website Chat
Score 9.0 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Enterprises
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Gainsight CSInbenta Chatbots
Likelihood to Recommend
8.9
(228 ratings)
9.5
(2 ratings)
Likelihood to Renew
6.8
(14 ratings)
-
(0 ratings)
Usability
8.8
(25 ratings)
-
(0 ratings)
Availability
8.2
(1 ratings)
-
(0 ratings)
Performance
6.4
(1 ratings)
-
(0 ratings)
Support Rating
9.0
(134 ratings)
-
(0 ratings)
Online Training
5.5
(2 ratings)
-
(0 ratings)
Implementation Rating
6.3
(6 ratings)
-
(0 ratings)
Configurability
6.4
(1 ratings)
-
(0 ratings)
Product Scalability
7.3
(1 ratings)
-
(0 ratings)
Vendor post-sale
6.4
(1 ratings)
-
(0 ratings)
User Testimonials
Gainsight CSInbenta Chatbots
Likelihood to Recommend
Gainsight
Gainsight CS is well suited for SaaS and Managed Services companies looking to have a centralized log of all their customer interactions and analysis of those customers' health so that CS and AM teams can be the best champions for their customers and interactions are not happening in silos. The new AI functionality being rolled out will have a massive impact on CSM's ability to manage time and add value.
Read full review
Inbenta Technologies Inc.
In my case, being that I serve a very niche customer base and have had an excellent result with this tool, I would widely tell anyone within my industry and niche to go for it! I can't speak for larger applications but based on my experience with them; I would be confident to recommend it.
Read full review
Pros
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
Inbenta Technologies Inc.
  • Integrate the voice into the customer experience.
  • A real, relatable and up to par spanish translation.
  • An amazing customer service structure.
Read full review
Cons
Gainsight
  • Would love to see a Gainsight OPs/Admin checklist that guides CS Ops team through specific pieces of information needed to execute specific playbooks (best practices)
  • When creating reports, sometimes it's difficult to find the correct variable that you are looking for as it's nested under various categories
  • Would love ability to "heatmap" specific individual customer engagement based on CSM inputted customer contacts at meetings
  • Would love to see more analysis on engagements - how often, how frequent - built into the product
Read full review
Inbenta Technologies Inc.
  • I have not come across an issue that tech support is not willing/able to fix or teach a way around it.
Read full review
Likelihood to Renew
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
Inbenta Technologies Inc.
No answers on this topic
Usability
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
Inbenta Technologies Inc.
No answers on this topic
Performance
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
Read full review
Inbenta Technologies Inc.
No answers on this topic
Support Rating
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.
Read full review
Inbenta Technologies Inc.
No answers on this topic
Online Training
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
Inbenta Technologies Inc.
No answers on this topic
Implementation Rating
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.
Read full review
Inbenta Technologies Inc.
No answers on this topic
Alternatives Considered
Gainsight
We went through an evaluation of ChurnZero, which did not have the ability to pull in usage from complex data sets or to visualize it natively. ChurnZero did not offer the ability to run surveys or NPS which would have required additional tooling and investment
Read full review
Inbenta Technologies Inc.
The program I have been using so far is not actually listed on this platform, it is called Marketing Master IO; while AMAZING, I have found that while in the early stages of development, there is a lack of some features and the Alexa advantage has taken all-important at this point, we have that more and more of our target clientele use Alexa and this gives us an edge.
Read full review
Return on Investment
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
Inbenta Technologies Inc.
  • We have been able to expedite the process of interaction and capturing details for orders using the chatbots.
Read full review
ScreenShots

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.

Inbenta Chatbots Screenshots

Screenshot of Intelligent Chatbots for Skype that understand customersScreenshot of Chatbots that can execute transactions for customersScreenshot of Real-time self-service analytics