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
Verint Voice of the Customer
Score 9.4 out of 10
N/A
Verint® Voice of the Customer™ lets CX Leaders optimize customer experiences in real-time. With Verint Voice of the Customer, companies can listen everywhere, act immediately, and analyze. Verint offers prescriptive VoC solutions across Web and Mobile, Enterprise-wide, and Location-Based experiences.
There are a couple of tedious areas that can give CSMs double work, like when they fill out details in a text form field, but if they don't click save for each form field, they have to retype everything. Overall, I think this is one of the better CRMs to use for companies that are enterprise. It's fast, intuitive, and easy to use.
Verint Voice of the Customer is very well suited for measuring how satisfied (or dissatisfied) the customer base is in close to real time. Also well suited for identifying pain points across the experience. Not sure if the platform is well suited for measuring multiple interactions for a specified journey or a specific audience experiencing a specific journey
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
Quite time consuming from a system admin perspective. It can do almost anything but does nothing without a system admin building it. Example, I wanted to identify accounts in Gainsight that didn't have any contacts (people) records. It's possible, but requires creating a custom field and a rule in the Rules Engine, and then a report.
Customer Goals and Success Plans feel like they should be tightly connected but aren't. My impression is that these were two separate features developed at different times that have never been properly reconciled.
Need better customer facing features. Hoping that the new Spaces functionality is a good answer to this.
Connection between CTAs and Tasks can get confusing. Some follow up items are so simple that I want to just create a CTA without any tasks, but the flaw with that approach is that it won't show up if I have any views that are based on Tasks. So I have to toggle between views of CTAs and Tasks and understand them as sometimes the same thing and sometimes different things.
It's nice to be able to send a Timeline entry via email, which we WANT to use for sending meeting recaps, but there isn't a way to have an email template in this area. Our CSMs send many, many meeting recaps via email and we haven't been able to identify a good approach that gives us both a fast process for CSMs and a professional customer facing email.
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.
Reiterating that yes, it is one of the major players, and has for many years been a pioneer in driving customer success tooling, but is lagging behind with what you pay vs. the agility you want and need these days. Rather, OK to adopt internally, but CS members feel it is too administrative.
First and foremost It’s easy to use. The Visual dashboard is great and simple to navigate!! The amount of info is thorough and collected timely if not in real time . I have even used it to contact a customer about an experience they had. I was able to ask why they chose the ratings they did on the survey
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.
Every support contact I have had, be it by email, live chat or phone, I have had my issue resolved very quickly, efficiently and professionally by a knowledgeable and well trained support team member. Having worked in technical support many years ago myself, I can appreciate the level of service and quality of support offered by Verint. I would, without hesitation, say that Verint offers one of the best support experiences out there.
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.
Gainsight has always been the leader in the industry, in my opinion. While a lot more expensive that their competitors, the tool seems to have a better UI and functionality that support the CS organization. My prior employer had a very good implementation of Gainsight and it's a tool I used every day. Some from the Sales org also wanted access based on the great data I was able to monitor from the tool. When talking to customers, the graphs and trends helped me tell a story of activity that was very helpful.
OpinionLab is one of the few out there that does two things very well in it's space: 1. Customer Feedback - just feedback, not surveys. Feedback is free text without more than one or two structured questions. Most survey systems offer too many options, and their reporting is made for structured data analysis not analysis of the open text fields. Some of the other tools viewed did not have the best features for medium or large scale deployment, from an analysis perspective, real-time data extract and download, or customization for branding.
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
Collect data around our login experience where eventually we were able to release a GPE directing customers to utilize our virtual assistant
Verbatim around the claims experience allowed us to update our Claims Status page to provide more detailed, transparent information to the customer around the status of their claim.
