Gainsight CS vs. ShipperHQ

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Gainsight CS
Score 8.4 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
ShipperHQ
Score 10.0 out of 10
N/A
ShipperHQ is designed to streamline the shipping process for eCommerce businesses. This platform gives eCommerce businesses the power to set their own shipping rates and delivery options.
$250.50
per month
Pricing
Gainsight CSShipperHQ
Editions & Modules
Subscription
$2,500
Per Company Per Month
Essentials Plan
$100.00
month
Standard Plan
$250.00
month
Pro Plan
$400.00
month
Enterprise
call for pricing
month
Offerings
Pricing Offerings
Gainsight CSShipperHQ
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeRequired$250 hour
Additional DetailsPricing may vary per platform as feature availability can vary per platform.
More Pricing Information
Community Pulse
Gainsight CSShipperHQ
Top Pros
Top Cons
Features
Gainsight CSShipperHQ
Security
Comparison of Security features of Product A and Product B
Gainsight CS
7.1
164 Ratings
19% below category average
ShipperHQ
-
Ratings
Role-based user permissions7.1164 Ratings00 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Gainsight CS
7.7
205 Ratings
10% below category average
ShipperHQ
-
Ratings
API6.8122 Ratings00 Ratings
Integration with Salesforce.com7.9204 Ratings00 Ratings
Integration with Marketo7.749 Ratings00 Ratings
Integration with Eloqua8.219 Ratings00 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
Gainsight CS
6.8
205 Ratings
23% below category average
ShipperHQ
-
Ratings
Product usage8.5194 Ratings00 Ratings
Help desk / support tickets5.2165 Ratings00 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
Gainsight CS
6.3
217 Ratings
26% below category average
ShipperHQ
-
Ratings
NPS surveys7.9170 Ratings00 Ratings
Sponsor tracking4.7160 Ratings00 Ratings
Customer profiles6.2194 Ratings00 Ratings
Automated workflow7.8208 Ratings00 Ratings
Internal collaboration5.1195 Ratings00 Ratings
Customer health scoring6.9210 Ratings00 Ratings
Customer segmentation5.1177 Ratings00 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
Gainsight CS
7.1
215 Ratings
13% below category average
ShipperHQ
-
Ratings
Customer health trends6.9197 Ratings00 Ratings
Engagement analytics7.1174 Ratings00 Ratings
Revenue forecasting7.9107 Ratings00 Ratings
Dashboards6.7212 Ratings00 Ratings
Online Storefront
Comparison of Online Storefront features of Product A and Product B
Gainsight CS
-
Ratings
ShipperHQ
10.0
2 Ratings
26% above category average
Website integration00 Ratings10.02 Ratings
eCommerce Business Management
Comparison of eCommerce Business Management features of Product A and Product B
Gainsight CS
-
Ratings
ShipperHQ
8.0
2 Ratings
2% above category average
Shipping00 Ratings10.02 Ratings
Custom functionality00 Ratings5.92 Ratings
Best Alternatives
Gainsight CSShipperHQ
Small Businesses
Intercom
Intercom
Score 8.7 out of 10
Shopify Plus
Shopify Plus
Score 8.9 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
IBM Digital Commerce
IBM Digital Commerce
Score 9.0 out of 10
Enterprises
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.8 out of 10
IBM Digital Commerce
IBM Digital Commerce
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Gainsight CSShipperHQ
Likelihood to Recommend
8.5
(222 ratings)
8.9
(3 ratings)
Likelihood to Renew
6.8
(14 ratings)
10.0
(1 ratings)
Usability
8.2
(24 ratings)
8.0
(1 ratings)
Availability
8.2
(1 ratings)
-
(0 ratings)
Performance
6.4
(1 ratings)
-
(0 ratings)
Support Rating
9.0
(134 ratings)
10.0
(1 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 CSShipperHQ
Likelihood to Recommend
Gainsight
Well suited for: consolidated and organized note taking tracking stakeholders contact information if properly configured - identifying and categorizing risk categories less appropriate setting up customer journey takes quite a bit of work to implement and make use of - want best practices baked into the product - "customer journey wizard" reporting is robust but clunky to set up reports and get meaningful data
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ShipperHQ (WebShopApps)
ShipperHQ is almost too heavy-handed for our use case. We are only a single-origin shipper so we don't need the advanced functionality of multi-origin or drop-shipping. It is suited much better for organizations that have multiple origins or that use drop-ship facilities, or even a company managing multiple different eCommerce websites. We opted to go with it because of its great reviews, combined with less than stellar reviews of the competition.
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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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ShipperHQ (WebShopApps)
  • It is easy to batch process orders.
  • It quickly calculates rates to compare.
  • It is easy to keep track of orders for future review.
Read full review
Cons
Gainsight
  • Sometimes tying Salesforce Data into Gainsight objects can be challenging. (I don't believe this is a true Gainsight limitation)
  • I would love to see the ability to create a dashboard directly from JO Analytics, to help save time recreating measure the program analytics already provide. (Since the JO program analytics aren't extensible to everyone, a dashboard needs to be created )
Read full review
ShipperHQ (WebShopApps)
  • The user interface is a little tricky. It is not as easy to navigate as other shipping apps.
  • I wish that ShipperHQ had the functionality to print shipping labels and manage shipments. We currently have to use a different third-party app for shipment management.
  • I would also like to see the option for adding shipping rules if shipping management was integrated.
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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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ShipperHQ (WebShopApps)
I give ShipperHQ a 10/10 because the software does exactly what it says, and has a rock-solid support team to help get everything set up. The features are pretty easy to use and implement.
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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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ShipperHQ (WebShopApps)
I'm not giving a 10/10 because I did need a little hand-holding to get through the initial setup. Overall, it's not that difficult to use once you understand how to apply custom dimensional rules.
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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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ShipperHQ (WebShopApps)
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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ShipperHQ (WebShopApps)
Their support is the primary reason I elected to purchase a premium. They helped a lot with the initial set up.
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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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ShipperHQ (WebShopApps)
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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ShipperHQ (WebShopApps)
No answers on this topic
Alternatives Considered
Gainsight
Our Salesforce admin is constantly pushing us to adopt more of the features of Salesforce. However, we find that Gainsight is a stronger tool for customization and enhanced interdepartmental communications. Timeline makes it easy to understand where we stand in a customer lifecycle, which is far superior to reviewing an activity history related list in Salesforce.
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ShipperHQ (WebShopApps)
USPS only allows you to use their services (obviously). It was sluggish and often offline. The shipsaver insurance saves us money. We had to guess shipping costs for items instead of entering their weights and sizes ahead of time. It integrates with our e-commerce site. Glad we have it now.
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.
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ShipperHQ (WebShopApps)
  • ShipperHQ is reliable and requires little to no maintenance, which for a small crew like ours is invaluable.
  • ShipperHQ also offers the option to display either retail shipping rates or our discounted rates to our customers. This is handy because we can display those discounted rates, which results in higher conversion and fewer abandoned carts due to high shipping costs.
  • One negative, however, is that since ShipperHQ lacks the ability to manage shipments, we have had to use another third party app which increases overhead.
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.

ShipperHQ Screenshots

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