What users are saying about

Gainsight

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Top Rated
317 Ratings
7 Ratings

Gainsight

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Top Rated
317 Ratings
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Score 8.6 out of 101
7 Ratings
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Score 6.7 out of 101

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Likelihood to Recommend

Gainsight

Gainsight is great if there are multiple data sources that aren't easily viewed in a combined way or if users do not have access to all these data sources. Gainsight provides a way to get this information into one area that is easy to view by anyone that is involved with the account. It also allows for data back to other systems like Salesforce which is important for contributors that may not be in Customer Success. Gainsight is helpful for automation as well as building scenarios with a specific goal in mind - all of which helps with scaling across segments.In other areas, Gainsight can be harder for users to adopt if they are used to different workflows like working from support cases or direct email. It also doesn't have much machine learning that would increase the ability to automate workflows. If your product isn't true SaaS you can't make as much use of some of the areas of Gainsight that work well with usage data. Gainsight is also good for workflows that produce an output - an email, a survey, etc. - but not as good with taking inputs from customers.
John Applebaugh profile photo

Natero

Natero is great if you want to see a list of your customers if you are not familiar or do not have access to software like Salesforce. It provides you a quick snapshot of your customer's health. It also has some cool charts and graphs. It's not suited for heavy customization.
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Feature Rating Comparison

Security

Gainsight
8.4
Natero
5.2
Role-based user permissions
Gainsight
8.4
Natero
5.2

Platform & Infrastructure

Gainsight
8.2
Natero
6.4
API
Gainsight
7.9
Natero
4.9
Integration with Salesforce.com
Gainsight
9.4
Natero
6.8
Integration with Marketo
Gainsight
7.9
Natero
7.0
Integration with Eloqua
Gainsight
7.6
Natero
7.0

Customer Data Extraction / Integration

Gainsight
8.4
Natero
7.7
Product usage
Gainsight
8.7
Natero
6.0
Help desk / support tickets
Gainsight
8.2
Natero
9.4

Customer Success Management

Gainsight
8.9
Natero
6.1
NPS surveys
Gainsight
9.2
Natero
7.0
Sponsor tracking
Gainsight
8.4
Natero
7.0
Customer profiles
Gainsight
9.1
Natero
6.1
Automated workflow
Gainsight
8.4
Natero
4.6
Internal collaboration
Gainsight
8.3
Natero
5.0
Customer health scoring
Gainsight
9.6
Natero
7.1
Customer segmentation
Gainsight
9.3
Natero
6.1

CSM Reporting & Analytics

Gainsight
9.1
Natero
4.9
Customer health trends
Gainsight
9.3
Natero
6.0
Engagement analytics
Gainsight
9.0
Natero
5.3
Revenue forecasting
Gainsight
9.2
Natero
4.5
Dashboards
Gainsight
9.0
Natero
3.8

Pros

  • Easy to use UI. This makes it easy to onboard new CSM's to start using the tools and get them up to speed on their administrative processes
  • Having a holistic view of the customer makes conversations much easier by outlining everything we need to know about the customer in one view. This alone eliminates a large amount of time for our CSM's by not having to load multiple objects in SFDC
  • Rules engine/bionic rules. The possibilities are endless when you start diving into the power of bionic rules. Objects that were once unrelated can now have some sort of relation, and you can formulate extremely valuable data that used to take hours to pull into Excel.
Mark Peterson profile photo
  • Intelligent health scoring
  • Data analysis
  • Productive one stop account view
Ewen Fortune profile photo

Cons

  • Admin tab has lots of tabs and sub categories in each tab. If you don't spend a whole lot of time in a certain category then it can take a while to find the info you're looking to update/change
  • CTA updates. In our instance we use CTA's very heavily and we would like the ability to create rules that automatically update the status of a rule. Currently you can create rules to close a CTA but you cannot create a rule to change an open status to a different open status.
Mark Peterson profile photo
  • The reporting functionality could be better.
  • There is not that much customization available.
  • It takes multiple clicks to be able to view the information.
No photo available

Likelihood to Renew

Gainsight8.7
Based on 13 answers
It's sticky...not sure how we would operate without it
Mark Eaton profile photo
No score
No answers yet
No answers on this topic

Usability

Gainsight7.5
Based on 11 answers
Using the tool I don't think is very difficult. I do think there is a major learning cover to support and stand the tool up. There is a lot to learn when first getting started with MDA tables and rules. But once you get one or two under your belt they are very repeatable and easy to use.
Vinny Poliseno profile photo
No score
No answers yet
No answers on this topic

Performance

Gainsight6.4
Based on 1 answer
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
Greg Haugen profile photo
No score
No answers yet
No answers on this topic

Support

Gainsight8.7
Based on 90 answers
The support team is wonderful! They are very responsive to questions and never just send you a link to a support article. They also have AMAZING documentation! They keep it current throughout all the iterations and changes and do a great job having content created before you know you need it. Did I mention that when needed, they take actual videos of the solution so you can mimic it in your environment? I've worked with many of the support team and have never been anything but impressed with each one of them.
Jen Loop profile photo
No score
No answers yet
No answers on this topic

Online Training

Gainsight5.5
Based on 2 answers
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
Greg Haugen profile photo
No score
No answers yet
No answers on this topic

Implementation

Gainsight7.1
Based on 6 answers
We worked with an amazingly supportive team.
Jen Jackson profile photo
No score
No answers yet
No answers on this topic

Alternatives Considered

GS is still the best product I've seen for doing what we use it for. I can see how certain aspects of the Lightning system could accomplish certain things we use GS for, but not everything, and certainly not as fully fleshed out. For the time being, I can't see how anything else in this space can compare to what we've experienced so far with GS.
Kevin Heraly profile photo
I highly recommend and prefer using Salesforce over Natero. Salesforce allows me to pull in as many fields into a report as I would like, compared to 14 different fields into Natero. I am able to view and make changes to information much quicker than Natero. I like Salesforce much more.
No photo available

Return on Investment

  • Task management - allows streamlined process to track and prioritize workload
  • Identifies at risk customers based on fact, not just 'gut' feel
Jen Loop profile photo
  • It's made my job harder.
  • It's made it harder to update my customer's information.
  • It's made me spend more time deleting information to satisfy the character limit.
No photo available

Pricing Details

Gainsight

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details
Based on a per user/per month model.

Gainsight More Information

Natero

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Natero More Information