Gainsight CS vs. Vitally

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
Vitally
Score 8.6 out of 10
N/A
Vitally in New York offers an out of the box customer success platform designed to help B2B SaaS companies better understand their customers and drive customer experience, leading to better customer retention.N/A
Pricing
Gainsight CSVitally
Editions & Modules
Subscription
$2,500
Per Company Per Month
No answers on this topic
Offerings
Pricing Offerings
Gainsight CSVitally
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeRequiredNo setup fee
Additional Details
More Pricing Information
Community Pulse
Gainsight CSVitally
Considered Both Products
Gainsight CS
Chose Gainsight CS
Gainsight not only has the superior technology, (by a lot) but they have the community, documentation, LMS to overcome the inevitable struggles of adopting a new tool for the first time. It scales with your business and is built for start ups, mid size and large enterprise …
Vitally

No answer on this topic

Top Pros
Top Cons

No answers on this topic

Features
Gainsight CSVitally
Security
Comparison of Security features of Product A and Product B
Gainsight CS
9.0
166 Ratings
1% above category average
Vitally
10.0
1 Ratings
12% above category average
Role-based user permissions9.0166 Ratings10.01 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Gainsight CS
8.0
208 Ratings
7% below category average
Vitally
10.0
1 Ratings
15% above category average
API6.7123 Ratings10.01 Ratings
Integration with Salesforce.com8.4207 Ratings10.01 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
Vitally
10.0
1 Ratings
14% above category average
Product usage8.3197 Ratings10.01 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
Vitally
9.7
1 Ratings
14% above category average
NPS surveys7.8171 Ratings8.01 Ratings
Sponsor tracking5.1162 Ratings00 Ratings
Customer profiles8.0197 Ratings10.01 Ratings
Automated workflow8.6211 Ratings10.01 Ratings
Internal collaboration6.7198 Ratings10.01 Ratings
Customer health scoring7.7213 Ratings10.01 Ratings
Customer segmentation5.2179 Ratings10.01 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
Vitally
9.8
1 Ratings
17% above category average
Customer health trends7.7200 Ratings10.01 Ratings
Engagement analytics7.1176 Ratings10.01 Ratings
Revenue forecasting7.3108 Ratings9.01 Ratings
Dashboards7.6215 Ratings10.01 Ratings
Best Alternatives
Gainsight CSVitally
Small Businesses
Intercom
Intercom
Score 8.7 out of 10
Intercom
Intercom
Score 8.7 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
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User Ratings
Gainsight CSVitally
Likelihood to Recommend
8.4
(225 ratings)
10.0
(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 CSVitally
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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Vitally
  • Vitally is suitable for any software company that is looking to measure and report and action the health of their customers.
  • While you would get less value from the tool if you do not have a team in place to action the insights it generates, I would still recommend that smaller teams look at implementing health scores and setting up automated responses to bad health.
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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Vitally
  • Simple setup
  • Detailed reporting
  • Automates manual tasks
  • Excellent support
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
Vitally
  • NPS measurement is not particularly customizable
Read full review
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.
Read full review
Vitally
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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Vitally
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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Vitally
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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Vitally
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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Vitally
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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Vitally
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
Read full review
Vitally
  • Vitally was much easier to both set up and maintain than ChurnZero. The ongoing cost of keeping Churn Zero set up correctly was ultimately too much and caused us to look at other tools.
  • Vitally's user interface is much cleaner and easier to understand. While ChurnZero may have more customizations, we ultimately found we were not using large portions of their app.
  • Vitally worked out to be much cheaper for our needs.
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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
Vitally
  • Increased renewal rates
  • Reduced overall time spent analyzing customer health
  • Reduces manual tasks for customer health
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.