Reviews (1-25 of 189)
Review: "Gainsight helps us know when our customers need help before our customers know they need help"
- 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.
- 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.
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.
- Customer health
- Tech touch
- Best practice
- Recording of customer engagements
- Enhancing their Timeline functionality which supports real life use cases such as pulling in open CTAs to a new timeline entry when recording a meeting with a customer.
- Further enhances the ability to add comments and tag people in sub CTAs similar to what you see in the overall CTA.
- Journey orchestrator emails to have the ability to output tabular reports.
- Automated Calls to Action - I love these as an easy way to prompt action items for our reps
- Customer Service - I adore the Customer Success team and find the technical support team extremely accessible, friendly, professional, and valuable.
- Aggregation - we're able to manipulate data in different ways to surface that for the reps and managers at our company to understand our clients and entire book of business.
- Complexity - this tool is very robust and challenging. At a minimum, it's not that complicated if you have proper training to understand basic functionality. However, to truly take advantage of the best features, you have to have time to dedicate to learning the different components of the tool.
- Opt in/Out functionality for automated emails - I wish we had more control of how we monitor our client's engagement, along with ease of use in trying to recover our points of contact when they decide to opt out of communication.
- Reporting functionality is very minimal and not very user friendly. I'm able to get what I need after much troubleshooting.
Mature companies are more likely able to dedicate sufficient resources and time to implement, innovate, and evolve their usage of Gainsight.
Start up companies. This is a robust tool that requires at least one person to be an administrator. Like any tool, there are things that go wrong, and it takes some time to learn and troubleshoot.
- Gainsight Community is so useful for more live support, and networking with other clients is definitely possible.
- Gainsight support is rapid responding and will not leave you wondering.
- Help Center and documentation is kept up to date which is very difficult for fast-changing technology.
- Webinar topics are on point.
- Account managers/CSMs can introduce and demo new features at the time of rollout. Be proactive to schedule time with your power users.
- Native integration with Salesforce
- Great work management capabilities (CTAs, tasks, automation/semi-automation of tasks)
- Automation of customer outreaches such as surveys and welcome emails
- Robust health score
- Great capabilities for logging touchpoint (formatting, selecting topics, choosing attendings, reporting capabilities)
- Lacking capabilities for gathering, reporting and analyzing usage data
- The ability to format charts (font sizes, chart sizes, etc.) is limited
- Gainsight is a complex tool that takes a lot of training and experience in order to fully utilize
- The ability to build specific dashboards for internal customers in the organizations.
- Customer 360 is a great tool to provide a view about how a customer is doing within our company.
- The NPS Survey is a great tool for any company that uses Gainsight.
- The differences between MDA Objects and Data Spaces, these are not allowed to be interconnected, this should be possible.
- Being able to create joined reports between objects in the report builder would be a great addition.
- Provide more flexibility at the moment of creating reports from objects related to the NPS Survey, sometimes is hard.
- Visual -- at a glance you can get a complete snapshot of the account: their usage, activity, and how likely they are to churn. This provides opportunities for proactive outreach.
- CTAs -- a very well designed system that allows you to create CTAs around renewal dates, data usage, survey responses, and prospect outreach.
- Automation -- Gainsight allows you to send out automated emails based on a client's usage. It allows you to customize several different features and review before sending, which is helpful for AMs when managing a large book of business.
- No ability to filter CTAs by type.
- Parameters for setting up automated emails can be restrictive at times.
- 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.
- 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.
- Gainsight helps managers monitor their employees' client interactions.
- Gainsight enables our Client Success Directors to manage larger portfolios without letting clients slip through the cracks.
- Tracking client health through Gainsight allows us to identify and address risk to mitigate churn.
- The currency conversions found on the Customer 360 page that pulls in from SFDC have some inaccuracies.
- Gainsight can't push data back to SFDC, so if you make an update in Gainsight, it will not be reflected in SFDC (with the exception of activities)
- The Programs and Outreaches are not as easily controllable by the end-user (CSD) as they could be.
1) Reporting & dashboards: Each CSM has their own dashboard that contains various information on all of their customers, from health scores, customer life stages, renewal dates, MRR, etc. This allows them to have a wealth of information on hand whenever they need.
2) CTA's, playbooks: this ensures our CSM's can stay up to date on every customer, trigger playbooks & CTA's regarding the customer life cycle and ensure customers are moving towards a successful renewal.
3) Rules Engine: automated rules that trigger a variety of tasks, such as NPS surveys, health score updates/changes, usage data analysis, among other things.
- Gainsight makes it very easy to set up rules to automate the CS process. Automation is key. It allows us to run rules daily without having to do anything manually.
- Gainsight's reporting and dashboard make it very easy for CSMs to view their customer info in one spot, in a very efficient manner.
- Gainsight's health score system is fantastic. It allows us to alter it whenever we feel that we need to and add as many metrics as we'd like.
- An update to Gainsight's UI would be fantastic. I really like dashboards but they are very dull looking. An update to make reports more colourful would go a long way.
- I'd like to see continued improvement of Gainsight's advanced outreach feature (automated emails). It worries me when I set an advanced outreach to trigger and then have no idea when it will trigger - sometimes it takes 2 minutes sometimes it takes 45 minutes, this causes a nervous feeling as I just have to wait and see if it deployed properly or not.
- Pushing 'to do' items out to our CSM team both by rules/filtering customer criteria or by uploading hand-picked lists of customers for special projects. Their Cockpit gives our CSMs a single place to go to see all of the action items for the day, week, etc. They can be grouped by type, due date or priority which allows each of our CSMs to customize their view and work how they work and prioritize best.
- Dashboards are incredibly easy to build and allow management a visual insight into our customer data. Any data we can create a report on we can add to a dashboard. Global filters have been a HUGE addition, allowing us to quickly filter an entire dashboard by CSM or Team Manager with very little effort.
- Gainsight's Timeline feature is a key component of our Gainsight usage. It was incredibly easy to roll out to our team initially and adoption has been great. The new Global timeline was a much needed addition which now allows us to see all timeline entries in one place and filter by CSM or account very easily.
- Customer support is top notch! Their support platform allows us to very easily submit requests, track its status and email communication back and forth with the support team is quick and easy.
- Workflow from an admin perspective leaves something to be desired. For example, creating a CTA for our CSMs so send to their customers requires access to 3 completely separate admin areas of Gainsight. 1. Journey Orchestrator to create the email template 2. Cockpit to create the playbook and 3. Rules Engine to actually create/send the CTA. This is a fairly simple task and one we do often, but the whole process seems disconnected.
- Reporting on admin related data could also be a big improvement. The dashboards and tools to report on our customer data is great, but finding information to help me better manage/update our ongoing templates, rules, etc. is difficult.
The only scenario where I would hesitate to recommend Gainsight is if a company had a very unique/complicated customer or CSM structure. Gainsight is really designed for the bulk of information to live on the account level and our company has a lot of data/different CSMs on a relationship level. It is doable, but makes simple tasks that much more difficult to configure.
Gainsight has helped us address the following business needs:
- Stronger onboarding of new accounts
- Annual plan of action for each account in a portfolio
- Targeted, action based reasons to call based on customized triggers for our accounts
- Gain visibility into trends we may not have seen otherwise
- Structured approach to proactive communication, along with specific milestones we'd like to achieve on each call
- Support. We have required a lot of customization of the product and GS has always been responsive and helpful. This is true not only for product implementation, but also with technical barriers we've needed addressed over the years
- The product reinforces a philosophy of putting the customer needs first, along with strengthening our own customer support. This has been very helpful in getting buy-in to our new approach, since every level of our technology mirrors the conversations leadership has with our CSMs about our focus.
- It is always great to see a company continue to iterate on a product, and GS does a great job of listening to it's customers to help inform the direction of certain changes to the product. Their support pages are great, and the changes nearly always address specific needs we have as an organization
- Editing records within GS instead of needing to consistently 'bounce' back into SF. The biggest example of this for us is with our 'trackers' we use on Opportunities. The ability to do in-line editing, or editing SF Opportunities right within this view would be such a huge lift for adoption and ease of use.
- Reporting. There are certain limitations to the ways we can configure reports that don't give us the level of flexibility/visibility we're used to with standard SFDC reporting. I prefer to aesthetics and layouts of the GS reports and dashboards, but limitations force us to still rely on SFDC for a lot of things (inability to report of formula fields in a backend report for example)
- User interface is starting to feel a little dated. With other software experiences updating and refreshing their UI, GS is running the risk of feeling out of date (example: the new Lightning UI from SF). Would love to see elements updated to allow for a more fluid experience bouncing between Lightning and GS
GS can be difficult to implement with organizations that have a high average number of accounts per person, as the Cockpit can become unwieldy if CTAs fire for most/all of them monthly. To that end, I'd probably hesitate to recommend GS to organization with large average book sizes. A lot of this can be addressed in implementation, but then you do have to make difficult decisions on what is going to give, in terms of how you'll trim the CTA load per rep.
Gainsight Scorecard Summary
Feature Scorecard Summary
Gainsight says they enable business transformation through their passionate community, proven expertise, and cutting edge technology. In addition to the largest customer success community, the vendor says they also have a diverse, 333+ customer base spanning across Fortune 1000 companies such as HP, Cisco and Adobe and growth businesses like Box and Shopify.
Via their community and customers, Gainsight says they have developed deep expertise around customer success best practices which are embedded into the product. Additionally, the vendor says 50% of their company headcount is dedicated to R&D, and that their platform can serve business needs across various customer segments. The vendor’s value proposition is that their product innovations are consistently first to market and built to scale from day one.
Gainsight says their customers see an average of 4% higher retention and 20% faster growth than their peers.
Gainsight Customer Size Distribution
|Small Businesses (1-50 employees)||10%|
|Mid-Size Companies (51-500 employees)||60%|
|Enterprises (> 500 employees)||30%|
Gainsight Technical Details
|Mobile Application:||Apple iOS, Android|