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
Qualtrics XM for Customer Frontlines
Score 7.9 out of 10
N/A
Software to surface customer friction and guide frontline teams in the moment to better serve clients. Designed to improve processes, products, and digital properties, as well as increase customer lifetime value. The flagship Qualtrics Frontline Digital CX is a customer journey management solution, used to design, visualize, and orchestrate digital experiences that are optimized for the metrics that matter most to a business.
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.
I give CX Social a 9 out of 10 because while it has its cons as any software or solution does. It is an overall unique and efficient Marketing and Social Media Management solution. They have a very fast improving rate so are practically receiving new features and is a very good tool for large companies with lots of social accounts to manage.
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
CX Social is great for small scale social media management. The reporting and analytics platform is really impressive tapping it to some key metrics and making it relatable to specific campaigns.
The data that Engagor shows about the performance of the users and team is incredibly precise and accurate.
They also have an extremely good vendor for service support.
It has a unique ability to combine customer engagement, social media monioring and analytics features for customer service and marketing.
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.
While customer support is good, I have seen better. But no big issue, as the analytics is excellent and it gets the job done.
CX Social is a great tool but is also an expensive tool, so unless you are a huge agency with lots of accounts, I believe the fee will not be justified.
Needs more detailed Response Time per user in Engagor and The interface could use more personalized settings: certain people and groups usually use the same filters and tags.
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.
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.
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
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
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.
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
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.
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.
While Sprout Social is a very good tool. CX Social is a bit more advanced and equipt to manage a large number of accounts and delivers far better data. CX Social has a far better dashboard and interface that is simple to access and use. It is more efficient than Sprout Social and their statistic module is better as well.
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.
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
CX Social has enabled me to increase my client list by 5 percent as opposed to last year. My existing clients are so satisfied with their social accounts and monthly reports that they are eager to send consistently profitable referrals which my company has turned in to a 5 percent margin increase in profits.
I have no bad reports about this Marketing tool. While it does has its cons as stated earlier. It is yet a very dependable and effective solution that delivers as aspected.
It has been the most dependable Marketing and Social Media Management tools I have ever used.
