What users are saying about

Gainsight

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Top Rated
328 Ratings
Top Rated
95 Ratings

Gainsight

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Top Rated
328 Ratings
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Score 8.5 out of 101
Top Rated
95 Ratings
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Score 8.2 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

Totango

If you are beginning your customer success strategy and want have a lot of data to put together in a health rank you have to monitor frequently, Totango should definitely be considered. It has an easy implementation (for both offline/CSV data and easy integrations like segment.io) and an onboarding process. It will give you a fast answer about how your features and the product usage are impacting customer health. Also, after a contract renewal cycle, you will be able to improve your guess on what good and poor health really is for your customers.If you have trouble with unexpected churn and your forecast are still based on account managers' analysis, you should definitely get to know Totango and how it could help you not only with this matter but also with increasing your team productivity [that is] focusing on the risky accounts.On the other hand, if you already have a customer success department and a health rank/score implemented and are working fine with internal tools or other tools, you should analyse if Totango would represent a huge progress on your strategy or not.
Cecilia Prado profile photo

Feature Rating Comparison

Security

Gainsight
8.3
Totango
4.5
Role-based user permissions
Gainsight
8.3
Totango
4.5

Platform & Infrastructure

Gainsight
8.2
Totango
5.9
API
Gainsight
7.9
Totango
6.7
Integration with Salesforce.com
Gainsight
9.5
Totango
5.6
Integration with Marketo
Gainsight
7.9
Totango
5.4
Integration with Eloqua
Gainsight
7.6
Totango

Customer Data Extraction / Integration

Gainsight
8.4
Totango
6.9
Product usage
Gainsight
8.7
Totango
7.6
Help desk / support tickets
Gainsight
8.1
Totango
6.2

Customer Success Management

Gainsight
8.9
Totango
6.6
NPS surveys
Gainsight
9.2
Totango
Sponsor tracking
Gainsight
8.3
Totango
6.1
Customer profiles
Gainsight
9.1
Totango
8.1
Automated workflow
Gainsight
8.4
Totango
7.2
Internal collaboration
Gainsight
8.3
Totango
5.3
Customer health scoring
Gainsight
9.6
Totango
6.7
Customer segmentation
Gainsight
9.3
Totango
6.2

CSM Reporting & Analytics

Gainsight
9.1
Totango
6.6
Customer health trends
Gainsight
9.3
Totango
6.2
Engagement analytics
Gainsight
9.0
Totango
5.9
Revenue forecasting
Gainsight
9.2
Totango
6.9
Dashboards
Gainsight
9.0
Totango
7.3

Pros

  • Gainsight makes it very easy to set up rules to automate the CS process. Automation is key. It allows us to run rules daily without having to do anything manually.
  • Gainsight's reporting and dashboard make it very easy for CSMs to view their customer info in one spot, in a very efficient manner.
  • Gainsight's health score system is fantastic. It allows us to alter it whenever we feel that we need to and add as many metrics as we'd like.
Josh Daniels profile photo
  • Mapping out the customer journey based on points that you customize.
  • Executing cost efficient campaigns based on product usage.
  • Managing a lot of customers with a small team.
Rob Deutsche profile photo

Cons

  • An update to Gainsight's UI would be fantastic. I really like dashboards but they are very dull looking. An update to make reports more colourful would go a long way.
  • I'd like to see continued improvement of Gainsight's advanced outreach feature (automated emails). It worries me when I set an advanced outreach to trigger and then have no idea when it will trigger - sometimes it takes 2 minutes sometimes it takes 45 minutes, this causes a nervous feeling as I just have to wait and see if it deployed properly or not.
Josh Daniels profile photo
  • I do wish that the system would not log me out as frequently.
  • The searching capabilities could be improved.
No photo available

Likelihood to Renew

Gainsight8.7
Based on 13 answers
Ceridian is always seeking ways of optimizing its technical stack and experience. customer Gainsight is an important partner in our ongoing success.
Carlos Gonzalez profile photo
Totango4.8
Based on 2 answers
The software has lot of issues. We are saving things and then it disappears which creates lot of confusion as well as problems. Money is also lost because of it. The employees also get confused and then they end up with lot of problems with the customer. The notification is not that great. It's so bad and cannot be completely read. So when a pile of notifications come we will ignore all of them.
John Abraham profile photo

Usability

Gainsight7.5
Based on 11 answers
Gainsight is a very comprehensive solution perpetually adding capabilities. The only challenges in usability come with the wide scope of capabilities.
Carlos Gonzalez profile photo
Totango7.5
Based on 5 answers
Simple, elegant, and intuitive.
Nate Richardson profile photo

Reliability and Availability

Gainsight8.2
Based on 1 answer
No answer on this topic is available.
Totango4.5
Based on 1 answer
Totango is available all the time . the only problem is that some times it takes time to load specially the records of the customers. The data loading inside the customer account is fast. It may be because of internet service but still it can i,prove a lot. i have seen other competitors software which is faster
John Abraham profile photo

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 95 answers
Gainsight has great customer support. You have your CSM and a designated support rep. Along with this there is an online community where other Gainsight admins can talk to each other and get advice on issues or problems they are facing. Gainsight also has an "university" where you can watch tutorials as well as sign up for live trainings on certain features of the system.
Colleen Fleming profile photo
Totango5.7
Based on 2 answers
Because of heavy issues, we lose track of one thing and then end up with so many other things.
John Abraham profile photo

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
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.
Ben Michael profile photo
Totango7.1
Based on 11 answers
Totango has been easy for our team to integrate most of our new features into, which is great considering we have to factor in the customers' usage of the new features into all of the health and usage metrics we have. It has taken a while to integrate our second product however, which is why I would rank this a 7.
Sam Rutzick profile photo

Alternatives Considered

No other solution even comes close on the customer success execution part (CTAs, Playbook, single source of truth). Integrated NPS/Surveys is another unique feature. The UI may not be as good as some of the standalone solutions, but full integration in SFDC without requiring an additional sign in more than makes up for that. Gainsight is not cheap, but you get what you pay for.
Joshua Santos profile photo
I believe Totango was financially a better-deal, and could handle our implementation timeframe quicker.
No photo available

Scalability

Gainsight7.3
Based on 1 answer
No answer on this topic is available.
Totango2.7
Based on 1 answer
Information keeps missing and changing in totango . Because of that there is are lot of problems with it. We need to manually keep the backup in an another file. More over if in case we take the backup its so hard to track since its all in numbers. Totango can be much better if the cloud storage is working fine. My company is planning to discontinue due to this factor
John Abraham profile photo

Return on Investment

  • Definitely faster lead conversion and onboarding experiences.
  • Automation of onboarding after a sale is won has been key - a customer will experience onboarding and training based on automated rules that send out our branded emails to customers immediately after a sale has closed.
  • Giving transparency to our teams within our organization relating to customers is HUGE.
  • Our employees are much more efficient because they know where to look for customer-related data, especially if one employee is covering the workload of another due to employee churn or vacation, etc.
  • Communicating customer success to the executive level has never been easier and ROI is transparent when the executives can see Gainsight C360 views as well as reports generated.
Alexandra Gold profile photo
  • Easier to track revenue opportunities for a non-sales-focused team
  • Allows other teams to view customer status and get real-time updates for being able to continue support and sales process
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

Gainsight More Information

Totango

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

Totango More Information