Reviews (1-25 of 211)
- 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.
- Allows leadership/management to roll up the health of their accounts/portfolios and sort by various health factors.
- More configuration for alerts when CTA's get triggered would be helpful. It could be more in-depth for specific CTA Types/Reason codes etc.
- The email automation has to be connected to particular playbooks, which limits how much we can use it.
- 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.
As a CSM, you are constantly context switching between customers and it can become hard to keep track of your most recent interactions/where each customer stands in regards to product usage. Gainsight solves this problem. Both departments (sales & customer success) can benefit from the reporting suites and alerts in Gainsight.
- Allows us to bring information such as, client Health Scores to our cockpit view.
- Allows us to use our Salesforce information, but in a more efficient way for our teams.
- It was a difficult transition, with issues that needed to be ironed out.
- Customizable, but we had to collaborate, rather than having each individual team have their own options.
- Love, love, love the Timeline feature for my Client Success team -- meetings notes, collaboration etc...awesome feature
- Very detailed support site and online community
- CTAs have been a lifesaver for our Implementation Specialists that work with large numbers of clients.
- Success Plans have been instrumental in supporting our higher-tiered clients without creating duplicate work for our Success Managers.
- Ability to print Success plans is severely lacking.
- Printing survey results is bulky and not user-friendly.
- Clearly understanding the Gainsight nomenclature (CTAs, Objectives, Playbooks, etc.) and how they relate to the system's internal structure was difficult for someone not super involved with the back-end of the system.
- Gainsight is easy to integrate with other systems and allow flow of important data to and from the system. This allows us to report key metrics to business stakeholders as well as proactively gives our CSM team important information related to their customers that allows them to make strategic business decisions.
- Customization of Gainsight makes it easy to tailor the information that different people need to see in various forms (Reporting/dashboards etc.). The interface is clean and easy to navigate.
- It can still be tricky to get certain data into Gainsight that the team needs in order to do their jobs properly in the appropriate format. Requires manual intervention from our Customer Success Ops Manager.
- While it allows for task managment and information storage on the account level, it would be great if we could have a team-level view where certain activities/metrics could be leveraged from an internal team standpoint.
- C360 - Account dashboard providing the complete health of a customer
- CTAs - Call to action triggers on customers relevant to a particular situation during the lifecycle or a risk arising in the client journey.
- Success Plans - Build a consolidated program based on tasks to make a clients journey successful
- Configuration of the tool can be tricky and not so obvious.
Additionally, Gainsight offers robust reporting that helps the Customer Success Department communicate effectively with other departments and executives in order to address high level issues.
- 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.
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.
- Charting/graphing/reporting - lots of options to create visualizations.
- Report Builder function - again, many options to choose from, relatively easy to use and quick to see output.
- Logical and pleasing UI - easy to follow and find what you're looking for.
- Playbook creation from template was a bit complicated and not easy to understand - more robust capability and better documentation of the feature would be useful.
- C360 page: all the information about a customer is one place that is easy to read and customize as needed. Allows CSMs to prep for calls within minutes as well bring other team members up to speed quickly.
- Timeline: quick and easy way to create, search and edit notes about the customer. These are easy to share with other teams and create different categories for quick searching and reporting.
- Sally bot: a quick and easy way to get customer information without navigating Gainsight. Great to use on the go, especially through the Slack bot and new Gainsight app.
- Reporting is good, but remains confusing and requires an admin to really navigate instead of end users being able to use
- Sharing: getting other teams access to the C360 page has been difficult without a full license.
- Journey Orchestrator can handle most emails, but the HTML functionality could be easier to navigate.
- 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.
- Timeline - love that you can see all of the activities that happen on an account in sequence. This has been extremely helpful as we onboard new folks into new portfolios.
- CTAs - when dealing with clients there are so many things you need to track or deliver upon. When we were able to get our teams to fully utilize CTAs and Cockpit. It has changed how they manage their accounts for the better.
- Success Plans - in full transparency we're not using these currently but we're about to start. We plan to use these internally as account plans and then also externally with our clients (joint strategic plans).
- Onboarding - since we were an early adopter we weren't properly on-boarded because they hadn't built out a process. This is no longer a con because I've heard from other colleagues who have implemented Gainsight somewhere else and they were properly on-boarded.
- They're growing so fast that people are moving all over the place. We feel like we've had to help train their team on our implementation and our overall needs.
- More frequent engagement with our account team.
- Allowing for customized 'calls to action'
- Providing a lot of information about clients in one shared online platform
- Sitting on top of Salesforce so that all of the data can be seamlessly transfered
- More differentiation between 'calls to action' and timeline entries
- More options for fields in the subscription info
- Doesn't provide visibility to Salesforce users so there is a disconnect with the sales team
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.
- Does not have featureFree Trial Available?No
- Does not have featureFree or Freemium Version Available?No
- Has featurePremium Consulting/Integration Services Available?Yes
- Entry-level set up fee?Required
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|