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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

(1-25 of 76)
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Score 9 out of 10
Vetted Review
Verified User
Incentivized
Salesforce is the primary software for the sales organization, and they are not using Gainsight. All of the support organizations see Salesforce through Gainsight. So we have occasional issues with sales not seeing the exact view as others. We have eliminated the majority of the pain points with the view discrepancy.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Data sources include our language-learning products/platforms, external surveys, email templates, and our Salesforce CRM

The data flowing to and from Salesforce is an absolute necessity for our client base information. We also track all client communications and meeting notes for our sales team's information. Our workforce is primarily remote so the collaboration is a vital part of our workday. The data flows from our products/platforms feed our health scores and drive CTAs for risk mitigation plans.
Meredith Giersch | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We're pumping in consumption analytics from PowerBI, account team info from SFDC, consulting info from Tenox. While we still need to go to those tools for details, at least CSMs have one place to start from.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Salesforce account data and product telemetry data are connected to Gainsight.

The amount of data being used for Gainsight is such that data updates can only be made weekly due to volume and processing time, as well as metric and health score calculation and validation efforts.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
I have integrated Gainsight with Salesforce, Slack, Gmail, and SurveyMonkey. They have a great suite of integration options which work together well. Sometimes integrations feel very piecemeal and don't work as a unified whole, but with Gainsight it feels like your building a seamless tech solution that really creates efficiency.
Ibrahim Ijaz | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We push all our usage data into Gainsight using amazon s3 connector. It is pushed on a 2-hour interval basis, and from that we currently aggregate the data within Gainsight. In a perfect world, we would like to have it be calculated outside of Gainsight for the data to be identical across the board. We also push our health score data into redshift, which is then reported on in other BI tools we use. It is a key element in our workflow because this is the data that we base all our automated CTA's from. Without this, it would be very hard to receive notifications about usage data regarding our customers.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We connect Gainsight with our own internal data sources as well as Zendesk and intercom. It is very helpful to have everything in one place so that we can understand customer health from a holistic view. It is still necessary at times to go out to the other platforms for more information, however, Gainsight is always the place I go first.
Sacha Laskow | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Gainsight integrates with various tools at our organization including Salesforce, Outlook / email, Zendesk, as well as pulling custom usage data from our SaaS platform. We have started integrating the new Gainsight Px tool as well although that is still early in the process. Our next initiative is integrating Account management more tightly with Gainsight including creating Opportunities.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Zendesk: we have a preliminary connection to Zendesk but it's not as robust as we would like it to be (the scope it works for is very limited in our organization). In the cases it does work, it helps our CSMs identify when they need to get involved in support tickets.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Zendesk - high level view of open tickets and impact customer account health Mixpanel - aggregate data to create a standard set of reports for all customer accounts in the system. Removes the need to log into mixpanel to build a dashboard for each new customer account.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
The tools that we have connected to Gainsight include an S3 Connector (from our data warehouse) and Salesforce. The data we collect from the product syncs over via S3, where we are able to manipulate the information in a way that highlights the most important details. Then, the data syncs from Gainsight over to the necessary fields in Salesforce for the entire company's usage.
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