Reviews (1-25 of 199)
- 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.
- 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.
- 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.
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
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.
Gainsight is less appropriate for a company that is not B2B, and does not have accounts/clients.
- CS Management dashboards.
- Customer lifecycle.
- Customer health.
- Documentation of customer interactions
- 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.
- 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.
- Customer health
- Tech touch
- Best practice
- Recording of customer engagements
- 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.
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).
- 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
- 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.
- 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)
- Effective communication logging through the Timeline feature has drastically changed our visibility into engagement activities and cross-collaboration among teams.
- Success Plans have helped us have laser focus action plans and tracking for implementation of onboarding needs.
- Pro-active data-driven CTAs for Customer Success Managers enable the team to get in front of potential risk and help turn things around before it's too late.
- Quickly deliver mid-level client insights.
- Generate tasks for users based on client events.
- Admins can create reports easier in Gainsight than they can in SFDC -- the ability to spin up ad-hoc reports is critical, and the ability to do this easily is wonderful.
- My Customer Outcomes Manager at Gainsight is incredibly reliable, and responds promptly.
- The features that Gainsight focuses on releasing/creating bring value, and resonate well with CS teams.
Our primary drivers for adopting & using Gainsight are:
- Customer source of truth with a record of customer history
- Consistent customer experience across CSMs & Implementation Specialists
- Risk identification & management
- Customer marketing
- Lifecycle management
- Reduced time to onboard new staff
- Reduced time to first value
- Customer source of truth: the C360 view of the customer is unparalleled. It gives our CSMs a true view of everything going on with the account in one place. Getting ready for client meetings is much easier when there's only one place you need to look!
- Salesforce Integration: if you're using SFDC as your CRM, Gainsight is a no brainer! Our sales organization has a quick view of what's going on with the customer in the widget and on the other end, our CSMs have a view of what's going on in terms of expansions via opportunity records surfaced in the C360.
- Information Surfacing: Gainsight is great at surfacing the information you need in a JIT fashion via CTAs & linked objects.
- There is a dedicated CSM team with a 1:1 assignment of accounts.
- More mature CS organization with defined processes for your CSM team.
- There is a services fulfillment team that does not have access to Salesforce—the lack of direct integrations with other tools makes it hard to communicate with other teams.
- Less mature CS organization with no real processes defined.
- 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.
- 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.
What I like:
What needs work:
- 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.
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.
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!
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 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|