Customer health scoring (200)
Integration with Salesforce.com (194)
Automated workflow (199)
Entry-level set up fee?
- Setup fee required
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
- Supported: Product usage
- Supported: Help desk / support tickets
- Supported: Online customer community
- Supported: Billing
- Supported: Marketing emails
- Supported: NPS surveys
- Supported: Sponsor tracking
- Supported: Customer profiles
- Supported: Automated workflow
- Supported: Internal collaboration
- Supported: Customer health scoring
- Supported: Customer segmentation
- Supported: Customer health trends
- Supported: Engagement analytics
- Supported: Revenue forecasting
- Supported: Dashboards
- Supported: Customer lifetime value
- Supported: Churn rate
- Supported: Role-based user permissions
- Supported: API
- Supported: Integration with Salesforce.com
- Supported: Integration with Marketo
- Supported: Integration with Eloqua
- Supported: 360 Customer View
- Supported: Cockpit
- Supported: Timeline
- Supported: Success Plan
- Supported: In-product best practices library of resources
- HubSpot Marketing Hub
- Oracle CRM
- SAP CRM
- NetSuite ERP
- Zoho CRM
- Twilio Segment
- Google Analytics
- Zendesk Support Suite
- G2 for Buyers
- Clarizen One
- Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)
- Sugar CRM
- Point of Reference
- RO Innovation
- Salesforce Pardot
|Small Businesses (1-50 employees)||10%|
|Mid-Size Companies (51-500 employees)||60%|
|Enterprises (more than 500 employees)||30%|
|Mobile Application||Apple iOS, Android|
Frequently Asked Questions
- A wide variety of data is available in one place
- The data can be used to gain additional insight into our customer base
- The metrics are accurate
- The interface could be a bit more intuitive
- Intuitive UI
- Can store and process vast amounts of data.
- Integrates with other 3rd party apps like Zendesk.
- Slack Integration.
- Data in Gainsight can sometimes get out-of-sync with Salesforce data and you need to set a frequency of updates.
- It does require a special skillset to manage a Gainsight instance.
- You cannot give general users the ability to create reports and dashboards and all of them have to be created by admins that create bottlenecks
- Call to actions.
- Timeline events.
- Actual customer success execution.
- Rules engine is a bit clunky.
- Seamless integration - I have never had any issues with information showing up after input.
- Transparency - Clearly shows your progress and where you are at as an individual and team.
- Sometimes I am not able to fit all of the items into the window I have open but this is just due to having to shrink the page to fit multiple pages.
- You need to refresh before grabbing CTAs so that you do not take one that has already been claimed. It does not update in real time so if you are viewing something 60 seconds after someone else picked it up, it will still allow you to take it and that causes issues.
- Gainsight is a thought leader in customer success and therefore has built the functionality of the tool to reflect best practices.
- For leadership, Gainsight is a great tool to be able to scale a success organization. For example, we are able to create standardized processes or activities for CSMs, and then we can execute on those things via Gainsight as the system of record.
- For CSMs, Gainsight helps them manager their day. Things do not slip through the cracks, and the tool proactively helps them manager their account load.
- Speed of the tool - several CSMs complain it takes too long to move around in the platform. We have an open ticket and are optimistic there is a fix vs. it being an inherent issue in the tool.
- Offers a single place for CSMs to enter all notes and success plans so that everyone across the organization can access that information - key for knowledge capture and transfer
- Allows leadership / management to roll up the health of their accounts / portfolios and sort by various health factors
- Timeline becomes a mass chaos especially for high engagement / touch accounts - it lacks the ability to reference various objectives / initiatives. A CSM will regularly talk to a customer on one status call about 4 objectives / initiatives, but we can't ask them to click between 4 objectives / initiatives while in one call.
- There's a lack of sufficient hierarchy in success plans for what we need to do in the high touch enterprise space.
- The user experience for Success Criteria is poor - the current functionality limits us from building a "value log" of the benefits a customer is receiving from our software and services.
- Cockpit is a nightmare - it's a massive list and not intuitive to search / filter / query.
- Helps scale and operationalize success
- Improve costumer attention
- Shorter loading time
- Change theme functions would be a nice add on
- The layout is intuitive and easy to customize what data you want to display.
- Easy to assign different plays as needed.
- Insights can be gained at a glance by outside users within the organization.
- Very customizable but it takes a long time to configure things to a useable level for us.
- The email automation has to be connected to particular playbooks which limits how much we can use it.
- Movement within the app is a little slower than I would like.
- Ease of note-taking/activity updates for customers; being able to assign action items directly within the platform.
- Surveys with in-box NPS features. Surveys are very easy to create and choose contact lists from, and very straight-forward to configure.
- Configurability by an administrator to make Gainsight beneficial not just to a CS organization, but for cross-functional players as well.
- Connectors between Gainsight and s3 can be a little iffy sometimes and cause false ingest failures.
- More configuration for alerts when CTA's get triggered. It could be more in-depth for specific CTA Types/Reason codes etc.
- Accurate health scoring across our client base to manage escalations, track advocates, and give management better visibility
- Manage the tasks and workload of the CSMs day-to-day through the use of a mix of automated and manual triggers for Calls to Action
- Provide a central hub for client information, usage stats and CSM contact history (Timeline)
- Reduce the number of tools the CSMs were having to log-in to and use each day
- Gainsight is massively flexible and can be configured to do almost anything with the Rules Engine and being built on the Salesforce platform.
- The team at Gainsight is amazing, super helpful and will always make time to help improve and achieve the goals of the implementation.
- The community, documentation and support are all quite mature and provide a lot of resources to understand a complex system with many features.
- Along with the flexibility, the complexity of implementing and thus the learning curve is quite high.
- Some Admin functions could be made more user-friendly with some simple UI tweaks, for example changing 'Subtract N+7 days' to 'In the last week'.
- Could also use more consistency across the UI, for example sometimes you hit 'Save', other times you just close the window etc.
- 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.
- The user interface needs some work, for example, when you're creating a rule, sometimes you hit "next", but sometimes you have to click on the next number in order to progress. It's a bit wonky.
- Maybe create out of the box reports that can help admins show the value of GS with the exec team.
What I like:
What needs work:
Gainsight is also used by our Customer Support Organization for trasactional NPS.
- Gainsight has an intuitive UI
- Gainsight pairs beautifully with Salesforce
- The Task Activity on timeline allows for efficient task management and leadership visibility on customer engagement
- Missing a key integration to Outlook Calendars for Meetings displayed in Cockpit (or calendar function in GS)
- Data integrations can be pricey
I am unsure how well Gainsight would work in non-traditional CS capacities (TAM roles).
Make sure that you have IT staff that have allocated time for maintenance and administration as this can take up a large amount of time to get full value on all functionality.
So far we have been very happy with the customer success, customer support, solutions engineering, and projct management teams at Gainsight.
- The timeline is great for having one place for everyone to log notes/emails/calls/important milestones in a customer's lifecycle.
- Creating rules to generate calls to action.
- Fantastic reporting.
- NPS Surveys.
- Creating Rules in the Rules Engine is complicated.
- Being able to edit someone else's Gainsight timeline log.
- Reporting on internal/external attendees on a timeline activity.
Gainsight is less appropriate for a company that is not B2B, and does not have accounts/clients.
- CS Management dashboards.
- Customer lifecycle.
- Customer health.
- Slow load times.
- It takes a large number of clicks to get into the main work screens.
- Documentation of customer interactions
- 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.
- 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.
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.
- Process automation
- Email automation
- Mass communications to current customers
- Deliverable organization & reporting
- Mass email automation. We have been able to better scale our business , while still engaging with customers, through the use of Gainsight.
- Process automation. I have been able to stay on top of our data and and efficiency goals via the use of Gainsight. We have also been able to add and improve some of our offerings via the capabilities of Gainsight.
- Documentation. They have improved in the volume of documentation recently, but the search-ability and usability is still lacking. I know the features are there, but it is sometimes difficult to understand how to use them.
- Product Usability. Again, like documentation, the product is immense. I just wish it was more naturally intuitive. I like to compare software to the Apple platform. They are the pinnacle of user-friendly. I think Gainsight could learn a lot about the simple, yet powerful, framework of software like Apple's.
Gainsight operationalizes the customer experience consistently across the Ceridian North American customer base. Customer success resources proactively engage customers based on calls to action from Gainsight. It also captures the “pulse” of the customer to objectively reflect a customer status assessment based on a large variety of factors. This information allows Ceridian to take the right action to deeply engage customers and correct situations that need special attention. Unlike reactionary support solutions, Gainsight is used proactively to keep customers successful before they go “off track”.
Gainsight is a critical component to the company technology stack that drives the activities of the award-winning Ceridian XOXO Customer Success program activities. It draws from Salesforce and many other systems to distill critical information for the users and management about the Ceridian Customer base. It also feeds other solutions with the real-time customer sentiment so they can be engaged accordingly.
Without the scalable operationalization of the CX NPS will suffer. Gainsight allows team members to deliver a consistent great CX!
- Gainsight provides a large team with a consistent playbook of tasks that result in a consistent operationalized customer experience. IF an organization is seeking the same high quality experience for customers from Toronto to Tempe they will appreciate the calls to action that present tasks for their team members and the dashboards that allow the team management to have insight into the programs success.
- Along with a phenomenal product, the Gainsight team members are great business partners for success. From the regular meetings to share best practices to the partnering to integrate their solution with others, they are great business partners.
- Gainsight delivers on its product road map. If you have an opportunity, watch a Karl Rumelhart product road map presentation to see the direction of Customer Success!
- I'd recommend new Gainsight users keep initial configurations simple to allow focus and faster ROI. Many users, my own instance included can grow quickly to try to accomplish too much. Controlled quality growth, and product configuration scope, would be a good mantra to keep in mind.
Gainsight is the keystone solution for a customer-centric SaaS organization looking to proactively operationalize the engagement of a team of Customer Success Managers, Sellers, Support people, and other customer-facing resources. Insights into recurring revenue should be objectively based on objective customer data. Gainsight provides the insight along with the suggested tasks that will secure greater revenue retention.
Additionally, we use Gainsight to track activity and outcomes related to the work of CSM to help understand the value of the CSM team.
- The genius behind Gainsight is the rules engine. We pump in the usage data, along with customer information and create "if this then that" rules. The rules are very powerful and I've yet to run into something that was not possible.
- Gainsight offers a lot of flexibility in the creation of manual CTAs, and this allows us to use to track risk and service disruptions.
- Gainsight is a powerful platform that integrates well with other tools we use or plan to use.
- Gainsight is not an analytics tool, but it could be. Typically, I download reports and manipulate it myself.
- I also wish non-admins had the power to create their own reports.
- Rules engine & Journey Orchestrator are great
- UI is easy on the eyes
- Dynamic reports are helpful
- Error messages are actionable
- Bringing in data from our product is working well
- 360 takes too long to load.
- Journey Orchestra has to be cloned and can't be edited once created. would be easier to be able to make edits in existing programs.
- would like to add a new Customer Status in addition to active, inactive, churn.
Is it the support from Gainsight? It's pretty good.
- Calls to Action - When certain conditions are met that we have created, Gainsight will alert the proper personnel to take the next steps.
- Single pane of glass - Gainsight allows us to see everything about a customer in a single view, utilizing various graphs and easy to understand information.
- Communication - Gainsight allows us to reach out to all or specific segments of our customer base. We can send informational, marketing or surveys and track customer response over time.
- Gainsight does not integrate well with all systems.
- Must have Salesforce to use Gainsight.
- Better documentation on integration or assistance.
- Gainsight can do a better job at ensuring their customers are utilizing the product to the best of their ability.
In the hosting industry, Gainsight can track customer outages and monitors (with custom integration).
- Roll up reports across the entire organization to glean insights that can be sent to other departments.
- Track and triage big moments in a customer lifecycle.
- Create tasks for Success Managers to mitigate a customer heading down the path of churn.
- The Reporting module is only intuitive if you have extensive training on it, not even for someone who works in the SaaS space or is a heavy user.
- Creating manual tasks within CTAs can be very time consuming. It is best if everything rolls of a Playbook.
- The email notifications come in - at best - a daily digest.
- Not the best for an account planning scenario; tends to be best around reactive situations that you'll face with a customer.
- Great for managing a large team with a lot of customers; handles scale very, very well.
- Email notifications aren't ideal for on-the-spot activity, that day.
- The cockpit function which uses the "Call to Action" function is really useful in ensuring we track engagement with all our clients
- The health scores are useful to identify potential churns and we can take remedial actions to address them before the renewal date
- The newly added timeline feature is useful for tracking key activities with clients
- For the timeline feature, I wish there was a easy way to download a single report highlighting the key activities done with each client
- 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.
- 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.
- Timeline - This is the BEST feature of Gainsight! There are multiple ways to allow your reps to track their engagements, all in a searchable fashion. This has been the ticket to increasing CSM adoption of the tool.
- The people - Everyone I've engaged with at Gainsight has been outstanding! Everyone from sales to implementation to product to customer success has all been amazing!
- Scorecard - Having a clear and consistent way to manage our customers' health has been beneficial throughout all levels of the organization.
- Call to Actions - Setting up thresholds for when customers are at risk, and knowing why, has helped drive meaningful conversation with our customers.
- The load times for many of the screens can be frustrating to end users. It's pulling real time reports so that is why the load times can be long, however CSMs get impatient quickly.
- The survey tool is a bit clunky, although it's improved drastically over time.