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Gainsight CS

Gainsight CS

Overview

What is Gainsight CS?

Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses…

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Recent Reviews
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 18 features
  • Integration with Salesforce.com (204)
    7.9
    79%
  • Automated workflow (208)
    7.9
    79%
  • Customer health scoring (210)
    7.0
    70%
  • Dashboards (212)
    6.7
    67%

Reviewer Pros & Cons

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Pricing

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Subscription

$2,500

Cloud
Per Company Per Month

Entry-level set up fee?

  • Setup fee required
For the latest information on pricing, visithttps://www.gainsight.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Features

Security

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

7.1
Avg 8.6

Platform & Infrastructure

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

7.7
Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

6.8
Avg 8.6

Customer Success Management

Customer Success Management

6.3
Avg 8.2

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.2
Avg 8.1
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Product Details

What is Gainsight CS?

Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses to put the customer at the center of everything they do. The vendor states that companies that use Gainsight grow net retention by up to 33 percent. Learn how leading companies like Okta, SAP Concur, and Box use Gainsight at www.gainsight.com.

Gainsight CS Features

Customer Data Extraction / Integration Features

  • Supported: Product usage
  • Supported: Help desk / support tickets
  • Supported: Online customer community
  • Supported: Billing
  • Supported: Marketing emails

Customer Success Management Features

  • Supported: NPS surveys
  • Supported: Sponsor tracking
  • Supported: Customer profiles
  • Supported: Automated workflow
  • Supported: Internal collaboration
  • Supported: Customer health scoring
  • Supported: Customer segmentation

CSM Reporting & Analytics Features

  • Supported: Customer health trends
  • Supported: Engagement analytics
  • Supported: Revenue forecasting
  • Supported: Dashboards
  • Supported: Customer lifetime value
  • Supported: Churn rate

Security Features

  • Supported: Role-based user permissions

Platform & Infrastructure Features

  • Supported: API
  • Supported: Integration with Salesforce.com
  • Supported: Integration with Marketo
  • Supported: Integration with Eloqua

Additional Features

  • Supported: 360 Customer View
  • Supported: Cockpit
  • Supported: Timeline
  • Supported: Success Plan
  • Supported: In-product best practices library of resources

Gainsight CS Screenshots

Screenshot of Get notified when your sponsor moves with our social media tracker - Sponsor TrackingScreenshot of Get more face time with your customers with 60 second videos - GsnapScreenshot of Automate Calls-to-Action on customer risks, opportunities and lifecycle events, better prioritize tasks with AI-driven priority scoring and follow a step-by-step playbook to deliver a consistent, best-in-class customer experience.Screenshot of Our collection of best practice-based solutions can be deployed within your Gainsight instance to help you move quickly and realize value fasterScreenshot of Design dynamic, multi-step customer journeys that blend human and digital touchpoints to deliver personalized engagement at scale. Analyze data at every step and adjust to each customer's behavior to more effectively deliver the outcomes your customers desire.Screenshot of Organize your team’s activities around your customer's key objectives. Collaborate directly with customer stakeholders to realize their desired outcomes and demonstrate how your efforts translate to results.Screenshot of Empower your team with a single source of truth for every customer. Consolidate data from multiple sources and design tailored 360 layouts for every stakeholder to see relevant data quickly and take action.Screenshot of A central location to automatically log correspondence, capture contextual information on person-to-person interactions, and easily understand a customer’s history.

Gainsight CS Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Security

Frequently Asked Questions

Totango, ChurnZero, and Strikedeck (discontinued) are common alternatives for Gainsight CS.

Reviewers rate Product usage highest, with a score of 8.5.

The most common users of Gainsight CS are from Mid-sized Companies (51-1,000 employees).

Gainsight CS Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)10%
Mid-Size Companies (51-500 employees)60%
Enterprises (more than 500 employees)30%
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Comparisons

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Reviews and Ratings

(446)

Attribute Ratings

Reviews

(1-2 of 2)
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Score 9 out of 10
Vetted Review
Verified User
Incentivized
We are currently using Gainsight for all levels of our customer journey. Gainsight and the outreaches/advanced outreaches have allowed us to scale via automation. It also allows us to deliver that "just in time" approach to provide resources. We are also using Gainsight for renewal automation as well.
  • Automated outreaches - allows for being able to scale.
  • Calls to action - allows for the use of automation to monitor data and create actionable items based on the data; scalability.
  • Reporting- allows quick/easy access to reporting on customer health with automated, actionable items.
  • The backend setup of Gainsight is not that intuitive.
  • Email formatting is difficult
  • Would like to see rules setup in a template to choose from
Gainsight is great for being able to automate the onboarding experience for low/tech touch customers; creating actionable items along the way. Being able to monitor the overall health of an account to help curb churn is also nice.
Customer Data Extraction / Integration (2)
65%
6.5
Product usage
70%
7.0
Help desk / support tickets
60%
6.0
Customer Success Management (7)
45.71428571428571%
4.6
NPS surveys
80%
8.0
Sponsor tracking
N/A
N/A
Customer profiles
N/A
N/A
Automated workflow
80%
8.0
Internal collaboration
N/A
N/A
Customer health scoring
80%
8.0
Customer segmentation
80%
8.0
CSM Reporting & Analytics (4)
55%
5.5
Customer health trends
80%
8.0
Engagement analytics
70%
7.0
Revenue forecasting
N/A
N/A
Dashboards
70%
7.0
Security (1)
N/A
N/A
Role-based user permissions
N/A
N/A
Platform & Infrastructure (4)
20%
2.0
API
N/A
N/A
Integration with Salesforce.com
80%
8.0
Integration with Marketo
N/A
N/A
Integration with Eloqua
N/A
N/A
The support team is knowledgeable, however, I feel things could be consulted to the next tier sooner; to decrease the time to resolution.
With the system we have in place, this is becoming more important. We haven't started with executive dashboards yet, but, that will most likely change in the near future; especially if we move to slack and can leverage Sally.
  • We have used Gainsight to increase our NPS score via automated customer engagement. This also appears to be driving growth for existing customers for our SMB line. Our NPS has more than doubled over the last 12 months.
None
Salesforce. Other data will be loaded via S3. Just about all of our workflows are based on data pulled from Salesforce.
30
Customer experience
3
Salesforce knowledge, reporting knowledge, data storage
  • Automation
  • Customer Health
  • Reporting
  • Automating renewals for Enterprise and SMB accounts
  • Automating renewals of critical 3rd party products that our product relies on.
  • Automated QBR's
At this point, it is mission critical
No
  • Don't know
I was not part of the original setup.
  • Online training
  • Self-taught
Not that easy. Time consuming.
Complex
Yes
Yes
No
It is not the most intuitive system to set up and maintain.
I am not part of this process
Greg Haugen | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Gainsight is being used to help us make our Customer Success and Support departments more efficient, and to help increase/maintain our high retention rate. We are using the survey functionality, as well as developing a customer Health Score that will help reduce the time to prepare for a call to the customer.
  • Their Pulse conference provides great information, while making it fun and allowing for time to network with peers.
  • The flexibility of the platform can make it a bit overwhelming at first, but as you learn more, the flexibility allows for customization to fit many different orgs.
  • The people at Gainsight are very helpful during the implementation process, and help hold you accountable to the goals that have been set during the sales process.
  • The support documentation is lacking in real-world examples, with enough data to help direct the user to the data in their own environment. It is sometimes very simplified and unhelpful.
  • The rules engine could use a little more simplicity for simple tasks, while still offering full functionality in another section/pane/option expansion.
  • We were not offered a demo of the product and when we inquired about that possibility, after we had purchased, we were told that requirement on our side would have needed to be addressed before the purchase. We are heavy Salesforce users and have many custom fields and workflows, that made this a bit concerning. Thankfully, we didn't run into any issues in the four months we have had the product.
Our company still has a large percentage of customers that have our software on-premise. It does make leveraging the Gainsight platform more difficult, but we are finding ways to overcome the challenges and will still see the value in the platform as we add more hosted customers and bring in more data that isn't necessarily usage data directly from the client.
Customer Data Extraction / Integration (2)
90%
9.0
Product usage
80%
8.0
Help desk / support tickets
100%
10.0
Customer Success Management (7)
87.14285714285714%
8.7
NPS surveys
80%
8.0
Sponsor tracking
100%
10.0
Customer profiles
70%
7.0
Automated workflow
80%
8.0
Internal collaboration
100%
10.0
Customer health scoring
90%
9.0
Customer segmentation
90%
9.0
CSM Reporting & Analytics (4)
45%
4.5
Customer health trends
80%
8.0
Engagement analytics
N/A
N/A
Revenue forecasting
N/A
N/A
Dashboards
100%
10.0
Security (1)
90%
9.0
Role-based user permissions
90%
9.0
Platform & Infrastructure (4)
45%
4.5
API
N/A
N/A
Integration with Salesforce.com
100%
10.0
Integration with Marketo
80%
8.0
Integration with Eloqua
N/A
N/A
  • We were prepared to spend a fair amount to use a survey tool, so simply saving that money was significant.
  • The upcoming Co-pilot feature, being released this month, will help reduce time we will need to work with our Marketo team to distribute emails.
  • As move to leverage the Health Score, it will help us define at-risk accounts faster, and help resolve issues and get the customer back on the right path.
We had really only taken a look at a couple other solutions, and found the sales reps to be responsive and informative. This along with the demo of the platform lead us to a purchase.
11 to 25 people
1
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.
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.
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