Gainsight CS vs. Fin by Intercom

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Gainsight CS
Score 8.8 out of 10
Mid-Size Companies (51-1,000 employees)
Gainsight Customer Success (CS) is presented as a growth engine for modern post-sale teams. Built for CROs, CS leaders, and operations pros, it provides visibility into customer health, expansion potential, and revenue risk. With automation, AI, and health scoring, Gainsight helps scale outcomes without scaling headcount. With its playbooks and success plans to CSQL tracking and journey orchestration, Gainsight CS helps teams to take the right action at the right time, every time. Access to…
$2,500
Per Company Per Month
Fin by Intercom
Score 8.7 out of 10
N/A
Fin is Intercom’s AI Agent for customer service, designed to deliver high-quality answers, even for complex queries. It works with any helpdesk, or it can be paired with Intercom’s next-generation Helpdesk to get the full Intercom Customer Service Suite.
$0.99
one-time fee per 1 resolution
Pricing
Gainsight CSFin by Intercom
Editions & Modules
Subscription
$2,500
Per Company Per Month
Fin with your current helpdesk
$0.99
one-time fee per 1 resolution
Copilot add-on
$35
per month per user
The Early Stage program
$65
per month (6 support seats)
Proactive Support Plus add-on
$99
per month
Fin with Intercom’s Helpdesk
from $39 + $0.99 per Fin resolution
per month per seat
Offerings
Pricing Offerings
Gainsight CSFin by Intercom
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeRequiredNo setup fee
Additional DetailsFin comes with a 90-day money-back guarantee. Here's how it works: Use Fin in at least 250 conversations within the first 90 days after trial. If you're not satisfied, you can request a refund of up to $1M. Refund requests must be submitted within 90 days of starting the subscription.
More Pricing Information
Community Pulse
Gainsight CSFin by Intercom
Considered Both Products
Gainsight CS
Chose Gainsight CS
I have not used or evaluated any other products like Gainsight. In the past, I was using Wrike to store my client notes and use keep tabs on their onboarding process. I also synced my email to Salesforce so that the account managers could see my activity with customers. I know …
Fin by Intercom

No answer on this topic

Features
Gainsight CSFin by Intercom
Security
Comparison of Security features of Product A and Product B
Gainsight CS
8.2
283 Ratings
7% below category average
Fin by Intercom
-
Ratings
Role-based user permissions8.2283 Ratings00 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Gainsight CS
8.1
331 Ratings
7% below category average
Fin by Intercom
-
Ratings
API7.9222 Ratings00 Ratings
Integration with Salesforce.com8.5325 Ratings00 Ratings
Integration with Marketo7.977 Ratings00 Ratings
Integration with Eloqua8.039 Ratings00 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
Gainsight CS
7.7
350 Ratings
13% below category average
Fin by Intercom
-
Ratings
Product usage7.8335 Ratings00 Ratings
Help desk / support tickets7.5267 Ratings00 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
Gainsight CS
8.1
353 Ratings
6% below category average
Fin by Intercom
-
Ratings
NPS surveys8.6284 Ratings00 Ratings
Sponsor tracking7.4229 Ratings00 Ratings
Customer profiles8.5305 Ratings00 Ratings
Automated workflow8.2334 Ratings00 Ratings
Internal collaboration7.6320 Ratings00 Ratings
Customer health scoring8.5343 Ratings00 Ratings
Customer segmentation8.0293 Ratings00 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
Gainsight CS
7.9
347 Ratings
7% below category average
Fin by Intercom
-
Ratings
Customer health trends8.3326 Ratings00 Ratings
Engagement analytics8.2293 Ratings00 Ratings
Revenue forecasting6.7191 Ratings00 Ratings
Dashboards8.3344 Ratings00 Ratings
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Gainsight CSFin by Intercom
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Score 8.4 out of 10
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Score 8.8 out of 10
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CustomerSuccessBox
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Score 9.5 out of 10
Piper the AI SDR by Qualified
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Cisco Webex Experience Management (discontinued)
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Score 8.8 out of 10
Conversica
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Score 4.0 out of 10
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User Ratings
Gainsight CSFin by Intercom
Likelihood to Recommend
8.9
(349 ratings)
8.7
(384 ratings)
Likelihood to Renew
9.2
(20 ratings)
10.0
(21 ratings)
Usability
8.2
(138 ratings)
8.7
(294 ratings)
Availability
9.1
(2 ratings)
9.1
(1 ratings)
Performance
8.2
(2 ratings)
9.1
(1 ratings)
Support Rating
8.8
(134 ratings)
5.8
(10 ratings)
Online Training
9.1
(3 ratings)
7.4
(2 ratings)
Implementation Rating
6.3
(6 ratings)
6.6
(5 ratings)
Configurability
6.4
(1 ratings)
-
(0 ratings)
Product Scalability
6.4
(2 ratings)
9.1
(1 ratings)
Vendor post-sale
6.4
(1 ratings)
-
(0 ratings)
User Testimonials
Gainsight CSFin by Intercom
Likelihood to Recommend
Gainsight
I love using Gainsight CS for global collaboration, monitoring account health, digging into potential churn risks, summarizing account activity, logging account activity and having an overall historic record of account activity across multiple account teams, especially in my segment on a global account team.
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Intercom
Fin by Intercom is great with supporting users through onboarding questions, explaining the basics of our product and how to use it. Even with guidance, Fin by Intercom sometimes keeps trying to troubleshoot technical issues after it goes beyond what we have in our knowledge base for solving common issues, which can be a frustrating experience.
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Pros
Gainsight
  • Ability to capture all customer information in one spot
  • Gantt charts for overall success plans to map out TAM deliverables
  • Automatically integrate feeds from sources to build reports as needed
  • Ability to capture customer follow-up tasks so I'm not trying to capture the list of actions too repetitively (e.g. using the "Tasks" section of an entry)
  • Ability to use the plugin to automatically add emails to timeline; ability to use calendar integration to automatically add meeting minutes that will sync up to Gong notes
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Intercom
  • Serves as the first point of interaction.
  • Answers questions based on the knowledge base.
  • Tries to suggest a solution for reported issues (in some cases).
  • Gives the option to improve its answer.
  • Learns from other conversations and replies by humans.
  • Understands other languages.
  • Interprets images (somewhat).
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Cons
Gainsight
  • Outlook integration could be better as within Outlook we do not get much insight of the account. While contacting a contact from Outlook, it will be great if the Outlook -Gainsight CS tool can show certain important information, like any pending CTAs, the latest billing amount, and pending certifications, etc. This will improve the communications and make it more aligned with the company and account perspectives.
  • Limitations of report creation are user level - As a user I can not create report as per my wish on my set of accounts. Only the admin user has access to that, and also it's very intuitive compared to Salesforce.
  • Dashboard customization - as a user I have very much limited options to put in my dashboard. It's all about CTA all the time.
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Intercom
  • Sometimes Fin can provide incorrect information when using previous conversations as a source; this is one of the few downsides, as teammates can sometimes make mistakes.
  • We also sometimes see that Fin does not pass to a human as quickly as we would like, but this could also be a training improvement our business needs to implement.
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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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Intercom
We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.
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Usability
Gainsight
Gainsight CS earns a 10/10 usability rating for me by prioritizing strategic power and deep configurability over simplistic, rigid design. Instead of forcing users into a generic workflow, the platform allows us to build bespoke health scores and playbooks that align perfectly with our unique business model. This high degree of customization ensures that the tool acts as a tailored workspace that meets the needs of mature CS organization like ours. By leveraging the proactive CTA triggers, Gainsight CS reduces the manual burden on our CSMs, allowing them to focus on high-value customer interactions rather than administrative data hunting. It ultimately functions as a professional grade cockpit that empowers our team to manage complex revenue lifecycles with precision and repeatability.
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Intercom
The Intercom plattform is amazingly well and this allows us to use FIN to its fullest potential. You have various ways of customizing your agent (from name, voice, guidance, escalation rules) and you have various built-in ways of understanding your performance and where you can improve (optimizer, topic explorer, etc.). And of course you can use FIN to ask questions about FIN! And FIN from Intercom is very well trained on itself, helping with most setup questions easily.
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Reliability and Availability
Gainsight
Rarely any issues with availability or outages. When they do occur, there is excellent communication and consistent updates. Bugs are usually addressed in a timely manner, and communication around those issues is also extremely good
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Intercom
always there
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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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Intercom
works perfect
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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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Intercom
Intercom is the premier customer support/engagement model and it definitely has one of the top tier customer support teams as well. I don't think I have ever waited more than 5 minutes to get the information I need or get help with an issue. They are incredible and I aim to model our customer service department after them.
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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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Intercom
Easy to know the learning path
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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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Intercom
The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom.
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Alternatives Considered
Gainsight
They're pretty neck and neck. Both are super similar. I love the icons for logging account activity in Totango. I also like the dropdown activity tab we have in Gainsight. We need to improve our auto forms for QBR notes and cancellation notes, but I do like that we can have details listed for the CSM to fill out without them having to think about it. Helps us improve our reporting efforts, too.
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Intercom
We used it a few years ago, and it was not as feature-rich for our needs. It lacked true AI capabilities, was hard for users to understand, and created workaround issues. The internal ticket system was difficult to use and led to many missed issues and calls.
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Scalability
Gainsight
It can lean a little heavily toward Customer Success, but the ability to customize many areas based on specific user or account characteristics allows you to make it work across many different roles. This also makes collaboration within the tool across teams possible. It a flexible tool if you have a skilled admin to help guide your process building.
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Intercom
No answers on this topic
Return on Investment
Gainsight
  • No metrics yet, but we have improved our at-risk customers by identifying risks earlier via our automated health score and with our Gainsight approved mitigation workflow, CSMs and leaders have better discipline with mitigation efforts and sharing at-risk customers across the org so other teams can step in and assist
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Intercom
  • Greater customer satisfaction: Implementing Fin by Intercom AI and Intercom in general has definitely improved our CSATs from our customers. We are now consistently getting high 90s (in percentage) from our CSATs, both for Fin by Intercom and teammates. So yes, our customers are really happy with how Intercom is working.
  • Reduced speed and responses: Since implementing Fin by Intercom AI and Intercom, our speed and resolution has increased massively. Resolution times have gone from days to hours with Fin by Intercom AI included. And now, with AI, customers are getting instant answers around the clock, rather than having to wait for a person.
  • New role opportunities: Fin by Intercom AI have lead to many new roles created, including mine. Which has expanded overtime.
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ScreenShots

Gainsight CS Screenshots

Screenshot of the Journey Orchestrator, used to build personalized, scalable customer journeys with lifecycle-based emails, playbooks, and triggered workflows, so no customer slips through the cracks.Screenshot of an AI Cheat Sheet. These offer AI-generated summaries, suggestions, and insights tailored to each account—so CSMs spend less time analyzing, and more time acting.Screenshot of AI Scorecards. These are used to analyze renewal and churn data to recommend new measures, refine weights, and create high-impact scorecards (or refine existing ones), to forecast with more precision and act with confidence.Screenshot of Success Plans, where users can create clear, outcome-based plans with customers—then track progress, assign owners, and show stakeholders exactly how value is being driven.Screenshot of Gainsight Home, which provides one place for customer success teams to prioritize, act, and prove impact—powered by real-time insights, AI signals, and workflows designed to drive retention and expansion.Screenshot of Customer 360. This interface brings together usage data, health scores, playbooks, and account details into one unified view.

Fin by Intercom Screenshots

Screenshot of Fin, delivering conversational support experience to customers.Screenshot of where to monitor, analyze, and optimize Fin by spotting trends, filling content gaps, and fixing quality issues topic by topic.Screenshot of where to customize Fin's tone of voice, teach it support knowledge and policies, and configure how it handles complex tasks in over 45 languages.Screenshot of where to test answers, review the sources and settings that shape them, and get tailored recommendations to optimize performance.Screenshot of Fin, as it appears across email and live chat to phone, SMS, and social. Fin can answer any question, across any channel, any time.