What users are saying about

Gainsight

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Top Rated
317 Ratings
Top Rated
95 Ratings

Gainsight

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Top Rated
317 Ratings
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Score 8.6 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

Great for CSM and Client Services teams. Can help increase collaboration with Sales side. Really helps frame out how CSMs should be spending time and definitely helps with what clients to focus on. Has allowed us to stop focusing last minute on renewals and get a longer view to catch potential churn.Not really a "Support" software or [meant to] take the place of something like Zendesk.
Stephen Wilson profile photo

Feature Rating Comparison

Security

Gainsight
8.4
Totango
4.7
Role-based user permissions
Gainsight
8.4
Totango
4.7

Platform & Infrastructure

Gainsight
8.2
Totango
6.0
API
Gainsight
7.9
Totango
6.7
Integration with Salesforce.com
Gainsight
9.4
Totango
5.8
Integration with Marketo
Gainsight
7.9
Totango
5.4
Integration with Eloqua
Gainsight
7.6
Totango

Customer Data Extraction / Integration

Gainsight
8.4
Totango
7.0
Product usage
Gainsight
8.7
Totango
7.7
Help desk / support tickets
Gainsight
8.2
Totango
6.3

Customer Success Management

Gainsight
8.9
Totango
6.7
NPS surveys
Gainsight
9.2
Totango
Sponsor tracking
Gainsight
8.4
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
5.5
Customer health scoring
Gainsight
9.6
Totango
6.8
Customer segmentation
Gainsight
9.3
Totango
6.4

CSM Reporting & Analytics

Gainsight
9.1
Totango
6.6
Customer health trends
Gainsight
9.3
Totango
6.4
Engagement analytics
Gainsight
9.0
Totango
6.0
Revenue forecasting
Gainsight
9.2
Totango
6.9
Dashboards
Gainsight
9.0
Totango
7.3

Pros

  • Gainsight makes reporting from various data sources very easy and intuitive. It is easy to generate reports on-the-fly and add visualization before publishing to a Dashboard. It is also easy to re-arrange data to make it faster to create reports or generate contact lists to use for outreaches.
  • The Rules Engine is a powerful tool for generating Calls to Action as well as being able to update fields on account records.
  • The Program function in Journey Orchestrator allows us to send a variety of email communications especially with multiple message variants and if we need to send follow-up emails automatically or create a Call to Action for the CSM.
  • The shareable functions of Gainsight - Share 360, Success Plans - are really great features for being able to provide additional value to customers and provide them insights into their account and usage.
  • Timeline is so much more robust than creating activities or tasks just within CRM. Timeline provides a way to track meetings and other events, add multiple participants, and even create follow-up tasks (CTAs).
  • The Support from Gainsight as well as the Community has been very important to helping us get the result we want quickly.
John Applebaugh profile photo
  • I've worked with two other mainstream Customer Success-focused products in the past, and found their UIs very complex, particularly around navigation and creating custom reports. One in particular required heavy assistance from the product's CSM to stand up custom reports. I find that Totango has a very intuitive user interface and a simplified approach to reporting. Best of all, my Totango Customer Success Manager (CSM) is in frequent communication throughout the course of the month so I rarely ever feel 'stuck.'
  • Being a fairly heavy Salesforce user in past roles, I was highly critical of the Sales and Account Management teams working in silos: Sales in Salesforce, and Account Managers in Totango. Totango gives you plenty of import/export options with Salesforce in mind so that Account Managers like myself don't have to worry about double-entry of notes and other data points.
  • My favorite features by far are creating tasks and touch points. It's incredibly simple, and includes a timeline of events on the customer profile page so that you can easily glance at the most recent activity.
No photo available

Cons

  • It would be helpful to have more integration with email and calendar applications so that email could be sent from within Gainsight from any email within Email Assist (CTAs), or CSM calendars could sync to the Timeline function on the C360 view.
  • Reporting is a great feature but it could be more aligned with how we can build datasets within Rules Engine or Program queries (bionic), allowing us to combine data from different sources without having to create a new data table to query.
  • Folders, folders, folders - we build a lot of email templates, outreaches, and rules, and there is currently no way to organize these so it just becomes a giant list that has be queried to find the one item you want to work with.
John Applebaugh profile photo
  • A bit of a learning curve going in.
  • Would like to have some improved logic in the filters/ health profiles. If/and/not/else functions would be amazing.
Rob Deutsche profile photo

Likelihood to Renew

Gainsight8.7
Based on 13 answers
Great tool and we've spent a lot of time getting it up and running. Unless something else comes a long that does a similar function for less money we will consider jumping cause we are always looking to save budget where we can. Till then I think we are satisfied with Gainsight at the moment.
Vinny Poliseno 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
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
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 90 answers
I have had many questions and every time I have been blown away by the overwhelming support of Gainsight. They are always fast to respond to my inquiries and have never failed to come up with a solution. We've had some tricky issues in the past that took a while to get through but the support team held meetings with me to help walk through everything and we've always gotten past the finish line. Top notch customer support!
Mark Peterson 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
Not much since the implementation is still under progress. It takes lot of time to do so, I will say its still going on
John Abraham profile photo

Alternatives Considered

We've evaluated Strikedeck and one of the main features we really like about Gainsight is that it is native within Salesforce. Strikedeck is an external program that reads into SFDC but it requires the user to jump from window to window.
Mark Peterson profile photo
We chose Totango because of cost savings but recently switched to Gainsight again because of a good deal and also to improve reporting.
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

  • We have increased our on-time renewal percentage year-over-year through automated renewal outreaches and other processes. This has also increased efficiency of our renewals team.
  • We started offering executive business reviews in 2017 and Gainsight has given us the tools to deliver. Early feedback from customers is immensely positive in this area.
  • Our NPS survey implementation has offered us our first real, unfiltered feedback from customers. It also gave us a short list of advocates that we could leverage for our Marketing and Sales teams.
Ben Michael 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
Based on a per user/per month model.

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