Gainsight CS vs. Inbenta Enterprise Search

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 Enterprise Search
Score 8.0 out of 10
Enterprise companies (1,001+ employees)
Inbenta is a conversational intelligence technology provider headquartered in Sunnyvale. Inbenta Search is a search tool built with the vendor’s Symbolic AI and Natural Language Processing (NLP) that aims to help the user reduce support cost by understanding customers’ questions and quickly delivering the most relevant answers, providing a self-service solution to customer support.N/A
Pricing
Gainsight CSInbenta Enterprise Search
Editions & Modules
Subscription
$2,500
Per Company Per Month
No answers on this topic
Offerings
Pricing Offerings
Gainsight CSInbenta Enterprise Search
Free Trial
NoYes
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
Community Pulse
Gainsight CSInbenta Enterprise Search
Top Pros
Top Cons
Features
Gainsight CSInbenta Enterprise Search
Security
Comparison of Security features of Product A and Product B
Gainsight CS
9.0
166 Ratings
1% above category average
Inbenta Enterprise Search
-
Ratings
Role-based user permissions9.0166 Ratings00 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Gainsight CS
8.0
208 Ratings
7% below category average
Inbenta Enterprise Search
-
Ratings
API6.7123 Ratings00 Ratings
Integration with Salesforce.com8.4207 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
6.7
208 Ratings
26% below category average
Inbenta Enterprise Search
-
Ratings
Product usage8.3197 Ratings00 Ratings
Help desk / support tickets5.1166 Ratings00 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
Gainsight CS
7.0
220 Ratings
18% below category average
Inbenta Enterprise Search
-
Ratings
NPS surveys7.8171 Ratings00 Ratings
Sponsor tracking5.1162 Ratings00 Ratings
Customer profiles8.0197 Ratings00 Ratings
Automated workflow8.6211 Ratings00 Ratings
Internal collaboration6.7198 Ratings00 Ratings
Customer health scoring7.7213 Ratings00 Ratings
Customer segmentation5.2179 Ratings00 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
Gainsight CS
7.4
218 Ratings
11% below category average
Inbenta Enterprise Search
-
Ratings
Customer health trends7.7200 Ratings00 Ratings
Engagement analytics7.1176 Ratings00 Ratings
Revenue forecasting7.3108 Ratings00 Ratings
Dashboards7.6215 Ratings00 Ratings
Best Alternatives
Gainsight CSInbenta Enterprise Search
Small Businesses
Intercom
Intercom
Score 8.8 out of 10
Algolia
Algolia
Score 9.0 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Guru
Guru
Score 9.0 out of 10
Enterprises
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
Guru
Guru
Score 9.0 out of 10
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User Ratings
Gainsight CSInbenta Enterprise Search
Likelihood to Recommend
8.4
(225 ratings)
8.0
(1 ratings)
Likelihood to Renew
6.8
(14 ratings)
-
(0 ratings)
Usability
8.2
(24 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 Enterprise Search
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.
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Inbenta Technologies Inc.
If you are looking for an enterprise search platform that offers an easy to use interface and if high performance is not really your priority, then I believe Inbenta Enterprise Search would fit your use case. For most other situations, I would recommend using a tried and tested search platform like Apache Solr.
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
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Inbenta Technologies Inc.
  • Fairly easy to use interface.
  • Quick to onboard new users, both in terms of access as well as training.
  • The NLP-based semantic search feature is quite impressive.
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.
  • It is a fairly new tool in the market, so not much market feedback exists for this. This made us apprehensive in using it.
  • The documentation and online forums are bare minimum.
  • Quite buggy when working with multiple sources.
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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.
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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.
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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
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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.
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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
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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.
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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
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Inbenta Technologies Inc.
Apache Solr to Inbenta is like Java to Python. Apache Solr is powerful and handles complex search platforms well. Inbenta, on the other hand, is meant to be easy to use and does not lay too much emphasis on performance. If you are a small or medium business, Inbenta may suit your needs better. However, if you wish to manage a large and complex search platform, Solr is the way to go.
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.
  • Enabled our developers to quickly deploy changes to the search model.
  • NLP-powered semantic search feedback provides good actionable insights.
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 Enterprise Search Screenshots

Screenshot of Inbenta Search Sample Result