Gainsight Customer Communities vs. Larksuite

A great scenario that we use the community for is product adoption. That's one of the things we use it for. So sending our new customers as part of their onboarding flow to the community to learn from others and see the resources that are available and know that there's a place for them to ask questions and get their questions answered. That's probably one of our primary use cases and scenarios that it works straight in. I can't really think of something that it wouldn't work good for. That's a tough one to think of on the spot.

Incentivized

On my experience, I did not experience any issue when using this tool. Simply because it is a perfect tool and easy to use. You just need to log in your working email and you can now use it. You can message all of the employees on the company Larksuite.

• They provide a ton of materials on best practices in setting up and using their platform
• They provide materials on how to provide an exceptional customer experience, with podcasts, webinars, and blogs.
• They support their community and walk the talk, so to speak in engaging their customers with each other.

Incentivized

• Employee Intranet
• Video Conferencing
• Document Creation
• Knowledge base

Incentivized

• The REST API could use some work with missing capabilities.
• Speed; production instance can sometimes be noticeably slow, especially on the back-end.
• Polls; the polling data is not easily accessible. It can be found in the data lake but that is not necessarily simple to access for some.

Incentivized

• To automatically delete accounts of the resigned employees
• Detect Harmful files that may harm the user

Incentivized

We will use this product and we don't have plan to change since this is a perfect tool

Gainsight CC is very versatile and easy to update in the areas they provide for customization. There are still some limitations that surprise us, but I really we are pleased with the ability to make changes on the fly. Overall we are able to accomplish what we desire to accomplish, and appreciate how user friendly it is

Incentivized

I rate this perfect simply because we use this everyday and this is very helpful. Without this tool I can't imagine how we can communicate to each other and how we can resolve every concern/issue that we cater everyday on our job. This is the tool we use to communicate and endorse specific concern.

Gainsight CC was a clear winner for us. Khoros was second, but we eliminated it from consideration due to cost and how hard it is to implement. Verint is a great platform, but lacks integrations. Circle is more of a small community platform and better suited to communities of practice.

I selected Larksuite simply because even you don't have laptop or desktop you can simply install this app through google or apple store and you just need to log in using your working email. You will now access and use every feature on this app. You can also watch and play videos.

• We are actually doing some work to prove return on investment for investing in Gainsight Customer Communities right now, and it's proving to be exponentially higher than we initially estimated. I'm not sure the exact numbers off the top of my head, but we're having a monumental impact compared to what we projected in terms of monthly recurring revenue and customer churn.

Incentivized

• The quality of communicator is way easier by the help of Larksuite
• Larksuite plays the most important role in our company since by Larksuite we our being notified if there are updates we need to check

Incentivized