What users are saying about
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Top Rated
361 Ratings
96 Ratings

Gainsight

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Top Rated
361 Ratings
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Score 8.4 out of 101
96 Ratings
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Score 8.2 out of 101

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
7.9
Totango
6.2
Role-based user permissions
Gainsight
7.9
Totango
6.2

Platform & Infrastructure

Gainsight
8.0
Totango
6.4
API
Gainsight
8.0
Totango
7.7
Integration with Salesforce.com
Gainsight
9.1
Totango
6.1
Integration with Marketo
Gainsight
7.6
Totango
5.4
Integration with Eloqua
Gainsight
7.2
Totango

Customer Data Extraction / Integration

Gainsight
8.4
Totango
7.4
Product usage
Gainsight
8.7
Totango
7.7
Help desk / support tickets
Gainsight
8.2
Totango
7.0

Customer Success Management

Gainsight
8.7
Totango
7.0
NPS surveys
Gainsight
9.3
Totango
Sponsor tracking
Gainsight
7.7
Totango
6.1
Customer profiles
Gainsight
9.2
Totango
8.0
Automated workflow
Gainsight
8.3
Totango
7.6
Internal collaboration
Gainsight
8.2
Totango
6.4
Customer health scoring
Gainsight
9.3
Totango
7.0
Customer segmentation
Gainsight
9.0
Totango
6.8

CSM Reporting & Analytics

Gainsight
8.8
Totango
7.1
Customer health trends
Gainsight
9.1
Totango
6.9
Engagement analytics
Gainsight
8.7
Totango
6.5
Revenue forecasting
Gainsight
8.6
Totango
7.5
Dashboards
Gainsight
8.7
Totango
7.6

Pros

Gainsight

  • Customer health score, which basically models how well your customers understand, and drive value, from your product.
  • CTAs, which you can trigger to your CS team in order to help them proactively reach out.
  • MDA, which flattens your objects across Salesforce, Marketo, Mixpanel....etc and let's you create rules (or flows) to trigger different events and field updates.
✔Robert Riegel profile photo

Totango

  • Account's health and changes overview: In the homepage, which is your "dashboard", you can clearly see your portfolio's health and what has changed since your last update. In this way, it is easy to get fast insights and move accounts to your "attention center".
  • Health history: It's easy to see health changes over time and by clicking in the date range, you see what criteria were impacting this health at that time.
  • Account's hierarchy: For my business, it's really important to be able to group accounts and have more than one level of customers (companies and groups of companies, for example). This way, it is possible to design and deploy strategies to different decision makers.
  • Easy health profile set up: The Health Profile set up page is really easy to use, with simple calculations features to determine what is good and poor health for your customers.
  • Tasks and touchpoint monitoring: Although these features have some room for improvement (e.g.: edit options, paragraph, bold or topics could make a huge difference when you want to record long conversations or detailed topics), they are really user friendly and make it easy for the account manager to write down notes on the customer's updates.
Cecilia Prado profile photo

Cons

Gainsight

  • 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

Totango

  • if you connect through segment.io it requires you to go one plan higher on segment in order to use totango (but it's not a lot of money),
  • Sometimes the totango created 'engagement' score can be a bit tricky to understand rather than our own created health metrics and health scores we use totango for.
Jamie Wang profile photo

Likelihood to Renew

Gainsight

Gainsight 8.3
Based on 14 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

Totango

Totango 4.8
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

Gainsight

Gainsight 7.4
Based on 11 answers
Gainsight is extremely powerful. That power creates complexity. At the point we are at now, we are comfortable with the tool and we get it. However, it is not easy to grasp at the get go. Even some new features take us time to understand. But as I said, the function and power of the tool are immense and that good outweighs anything that is too complex.
Ben Michael profile photo

Totango

Totango 7.5
Based on 5 answers
I think it is easy to use but needs work on the user interface to make it easy to access specific functions. The side bar needs to be categorized so you understand why you would use it. There are also tabs that you can't access as an everyday user so you don't know why they are visible
No photo available

Reliability and Availability

Gainsight

Gainsight 8.2
Based on 1 answer
No answer on this topic is available.

Totango

Totango 4.5
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

Gainsight

Gainsight 6.4
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

Totango

No score
No answers yet
No answers on this topic

Support

Gainsight

Gainsight 8.5
Based on 114 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

Totango

Totango 5.7
Based on 2 answers
The support team is good and prompt as far as my problems were concerned
Ben Joe profile photo

Online Training

Gainsight

Gainsight 5.5
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

Totango

No score
No answers yet
No answers on this topic

Implementation

Gainsight

Gainsight 7.0
Based on 6 answers
Do your homework before starting - the vast majority of success related to implementation depends on your knowledge of your business, your customers, and your data. The platform can do whatever you want it to do...so be thoughtful about what you are building.Start simple. Validate and adjust for continuous improvement.Think about your data needs early on. Define and document your processes for easy onboarding of new team members.
Beth Power, MBA, CSM, SA profile photo

Totango

Totango 7.1
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

Gainsight

After reviewing manual processes and other industry solutions along with our needs for integration and a Salesforce friendly solution, Gainsight was selected based on the breadth of product capabilities and the team of resources we would be partnering with. While there are other possible solutions, Gainsight has worked very well for our objectives
Carlos Gonzalez profile photo

Totango

I started at the organization after Totango was selected, but I hear the decision was based on how intuitive the solution was, and how it could integrate with the other solutions in-house. At prior companies, the reporting suite had been the primary focus. One company in particular selected a product that had extremely robust reporting options; however, we were at the mercy of the solution's product team for customizations/modifications, which took quite a bit of time.
No photo available

Scalability

Gainsight

Gainsight 7.3
Based on 1 answer
No answer on this topic is available.

Totango

Totango 2.7
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

Gainsight

  • So far, our primary outcome has really been improving employee efficiency. We have gone through a pretty major reorganization of our customer success team and are pushing our CSMs to support more customers than ever. Gainsight has been an essential tool to allow them to support more customers without losing the high level of support our customers have come to expect. Many of our CSMs went from supporting 40-45 customers to now supporting 60+ with minimal effort.
Katie Baker profile photo

Totango

  • Evidence from my perspective is limited since I've been using Totango for several months. The closest example of tangible ROI I've seen is using the data to help gauge how much effort and work I need to commit in order to renew (and in some cases save) accounts. There are have been a handful of cases in which poor engagement data allowed me and my CX counterparts to quickly address issues with customers - something that certainly impacts our customers' willingness to renew their subscriptions.
No photo available

Pricing Details

Gainsight

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Totango

General

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

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