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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)
    7.8
    78%
  • Customer health scoring (210)
    6.9
    69%
  • 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

7.1
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 Integrations

Gainsight CS Competitors

Gainsight CS Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Security
whistic readyRead Gainsight's Security Report on Whistic Security Network™

Gainsight CS Downloadables

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

(447)

Attribute Ratings

Reviews

(51-75 of 135)
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December 14, 2018

Great tool for Customer Success Management - fun to use and administrate

Christian Falkenberg | TrustRadius Reviewer
Christian Falkenberg
Customer Success Operations Manager
Signavio (Information Technology and Services, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
The support team is just awesome! The response time is pretty fast and most of the cases helpful. We also have a Customer Success Manager helping us in using Gainsight and pointing us to features we have not used yet. In the beginning of our journey along side with Gainsight we had a workshop with our CSM from Gainsight and our whole CSM team. That helped us a lot.
December 07, 2018

Become more proactive with your Customer Success Teams

Shawn Hilditch | TrustRadius Reviewer
Shawn Hilditch
President
Hilditch Consulting Services Inc (Internet, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
Support team is very knowledgeable and are quick to respond. Even on more difficult items they keep in regular contact to keep my apprise of the situation. Their system maintenance and incident notifications are very good.
December 07, 2018

Wide range of capabilities!

Verified User
Administrator in Sales
Computer Software Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
I make a lot of support cases since I have alot of questions and GS support has been available every single time willing to help. this experience in itself is awesome. I love that the support will follow up for reported bugs weeks/months later, thats true service. They can answer a plethora of questions ranging in difficulty.
December 07, 2018

Go with the obvious market leader in customer success

Verified User
Director in Product Management
Computer Software Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
Dedicated team of professionals with a depth of knowledge that is readily available; forgiving services model; executive team is open and readily available for escalations and engagement. Our account manager is aligned to our interest, low-pressure upset model. All around goodness. Probably our best vendor/partner.
December 05, 2018

Benefits and Opportunities for Improvement with Gainsight for an On-prem Multi-product Company

Verified User
Program Manager in Customer Service
Computer Software Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
9
I have received a lot of great support from professional services and the client outcomes manager. They all have the right product knowledge and truly invest themselves into understanding the customers' use case.
The Gainsight support help-desk team also has the right product knowledge. Their opportunities for improvement are in the field of understanding the customer use case, as well as acknowledging the issues that the customers present.
December 02, 2018

Gainsight made our lives easier and happier

John Applebaugh | TrustRadius Reviewer
John Applebaugh
Customer Engagement Manager
Jamf (Computer Software, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
9
Gainsight has helped us accomplish much of what we set out to do. The limitations we encounter now have a lot to do with how much we are pushing the product for our needs. I am happy with how responsive support has been to our tickets and helpful at answering details around expected behavior. Documentation is good but there are some places where more information would be helpful. Product development is actively involved in answering questions on the Community portal and training has helped fill in some gaps in best practices.
November 30, 2018

First 6 months with Gainsight

Verified User
Vice-President in Customer Service
Computer Software Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
6
Interactions I've had with the support function have been very varied, with some responses not at the level of quality I would hope for. During the implementation, there was quite a lot of onus on us as the customer to check and validate the build, which required more time and effort than we were expecting.

November 30, 2018

Gainsight Review

Verified User
Contributor in Customer Service
Computer Software Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
1
I am the only CSM based outside of the US.

The US team has access to a CSM and support at Gainsight and I don't. There needs to be more infrastructure and support for global clients.
November 30, 2018

The powerful tool that is Gainsight

Ben Michael | TrustRadius Reviewer
Ben Michael
Sr. Manager, Customer Success
Jamf (Computer Software, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
9
I always receive help and timely responses. However, I don't always feel that the context of my questions or issues is understood. I think the team could go from very good to excellent if they were able to bridge the gap between technical product knowledge and recommended/popular customer workflows more effectively.
November 29, 2018

Keep your fingers on the pulse of your customers with Gainsight

Carlos Gonzalez | TrustRadius Reviewer
Carlos Gonzalez
Vice President Customer Success Operations
Ceridian (Human Resources, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
Ceridian is a very dynamic organization that pushes the envelope of the solutions deployed beyond their out of the box feature set. When Ceridian has special needs Gainsight brings the right people to the table quickly. The Gainsight team, without exception, is responsive, professional and very fun to work with. Great partners!
November 27, 2018

Gainsight Takes the Guessing out of Customer Success

Eve Belanger | TrustRadius Reviewer
Eve Belanger
Customer Success Manager
Allocadia (Computer Software, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
9
Our CSM is great! From a support standpoint, there has been an improvement. In the past, sometimes when connecting with support for an issue it seemed as though they didn't have any insight into our account/workflow/integrations. This has improved though.
November 27, 2018

Gainsight - Consolidated Customer Insights

Verified User
Manager in Professional Services
Computer Software Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
4
Our support tickets are always escalated to their Tier 2 support team because their Tier 1 team simply does not have the knowledge to answer our questions. In many cases, our own operations team is more knowledgable about Gainsight than their support team, and we end up teaching their team how their own product works. Once our tickets are escalated to Tier 2 or even to the Product team directly, we are able to get the support we need, but it sometimes takes awhile for us to get there.
November 27, 2018

(Almost) One Year as the Gainsight Administrator

James Whitehead | TrustRadius Reviewer
James Whitehead
Manager of Client Success Operations
CareerArc (Human Resources, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
9
We had some data issues earlier this year that weren't addressable by an admin and support didn't take care of them in an efficient manner. Support has been much more responsive and thorough since that issue was resolved.
November 27, 2018

My insights start with Gainsight

Jeff Saunders | TrustRadius Reviewer
Jeff Saunders
Manager of Customer Success
Vidyard (Marketing and Advertising, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
Great customer service. Whenever we have run into an issue we have had an extended team at Gainsight available for a call/strategy session. Our CSM, account manager, and technical resources have all been amazing and I couldn't say any more!
September 04, 2018

Gainsight is by far the BEST CSM solution out there!

Mark Peterson | TrustRadius Reviewer
Mark Peterson
Manager of Customer Operations
Demandforce (Computer Software, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
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!
September 04, 2018

A great tool with amazing people

Jen Molitor | TrustRadius Reviewer
Jen Molitor
Customer Success Manager
SPS Commerce (Information Technology and Services, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
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.
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