Gainsight Customer Communities vs. OpenWeb

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

• 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

• Analytics; too much trapped behind APIs
• Permissions; tends to be all or nothing
• Text editor (outdated) + flat topics (give us threaded!)

I gave Gainsight Customer Communities this usability rating because, in my experience, Overall the Gainsight Customer Communities is intuitive and easy to navigate and use

Incentivized

Gainsight was the best combination of features, service, and price. HL/Vanilla ultimately did not impress, and Khoros was more effort than our small team could manage

Incentivized

• We've had a ton of positive direct customer feedback with regards to the Communities; a lot of them are very happy with the implementation and features it provides.
• We have lots of customer interactions with both our colleagues as well as other customers and that has shown to lower support outreach in cases where customers normally would have opened support tickets.

Incentivized