Reviews (101-125 of 197)
- Great way to really see if your clients are using the service you provide them.
- Easily able to formalize an action plan to follow up with at risk clients before its too late to save them.
- Just as easy to set up a thank campaign for clients who are using your service as intended and showing them value.
- Access to their Vault to pull in already created templates to customize to our company liking.
- It took a bit of time to figure out how to get our data out of our tool and then into Gainsight. But once we did it was very repeatable to get all the data we wanted. We just struggled with prioritizing developer hours to get this data push into Gainsight.
- Ease of data transition from internal sources to Gainsight through different connectors.
- Smooth integration with SFDC data.
- Very sound and powerful rule engine. From a CSM perspective - clear workspace (i.e. Cockpit).
- Integrated outreach engine that Gainsight develops constantly.
- Great Community!
- Ability to pull data from Gainsight via API. Yes, it's possible to pull CSV files via bionic rules but the whole process isn't intuitive and still has limitations like no way how we can get text areas (timeline notes) from Gainsight.
- Community is great but more detailed manuals (especially for those using relationships heavily) would be of such a great help. It's so difficult to find an answer for a particular question sometimes.
- Huge dependency on SFDC admins.
- Gainsight CTA (Calls to Action) are game changing. Having real-time notifications of actionable data is vital to our team's ability to service customers.
- The C360 Report provides a concise overview of each customer. This saves a lot of time in the meeting preparation phase.
- Gainsight CoPilot has allowed us to reach more customers with less effort.
- Dashboards & Reports are slightly hard to use. There is a steep learning curve to putting these together.
- CoPilot outreach cannot be scheduled to skip weekends.
- NPS functionality is great out of the box - CSAT is more manual to set up.
Solves the problems of: hard to find data in SFDC; need for health information, both subjective and objective; need for efficient and automated workflow for customer contact; need for alerts and triggers for activities; real-time info visibility back into SFDC for the rest of the org.
- Automated workflow and activity creation, with a centralized dashboard for CSMs to manage their work, allows CSMs to spend their time on more valuable work
- Flexible health scoring based on many factors including quantifiable product use and subjective aspects like relationship status allows us to fine tune and focus our energy where it's needed most
- Ability to view rolled-up information on accounts that have multiple sub-accounts and see all relevant data within the 360 even for simple accounts, means less time searching and manually compiling data to get an overall view
- Every CTA requires a task to sync to SFDC, and sometimes the CTA and task are really the same thing (managing an escalation, for example)
- Reporting seems somewhat limited, including visualization - but could be our lack of maturity
- Logging activity from different places shows in different areas, tagged differently, and reported to SFDC differently. Means CSMs have to make a lot of decisions on where and how to log - leads to wasted time and inconsistency
- Using rules to create trigger notification to our CSMs around customer behavior changes while associating it with actionable tasks is easy and straightforward.
- Combined information from a single source makes preparing for customer Business Reviews quick and scalable.
- Improved agility with product and bug releases would be huge.
- Better project management abilities for large scale projects with customers would be a big win.
- Sponsor tracking
- Call to actions
- Usage data
- Ease of integration with different sources of information.
- The C360 page is a charm! You can add multiple sections with dashboards on it. The Usage section is really powerful and helps combine metrics from different domains into one section, where it becomes very easy to track the trend of usage metrics. The 'normalize' option is an added advantage to track the percentage changes over time.
- The report builder is very easy to use.
- There are limitations on email outreaches like no support for tabular reports, limitation of 5 reports on an email template etc. Also, there is a lack of functionality to not trigger an email outreach if none of the reports on the email have data. There are times when the recipients get email that has nothing to track.
- Report builder is pretty simple to use but lacks the functionality to handle a bit complex computations.
- The reports don't allow end users to build aggregates on the fly. For example, a generic daily report needs to be seen rolled-up to monthly, quarterly or yearly views, based on a user's preference. The way it works today is that it requires the developers to design different aggregated views of the same report, so you end up cluttering the dashboard with just different views of the same data.
- The global dashboard doesn't allow adding reports that are built on data sources from different domains - meaning, you can add a MDA report and a SFDC report on the same dashboard.
- Pulls together customer information from Salesforce into an easily digestible format and enables you to analyze additional customer data that resides outside of the Salesforce environment.
- Creates a focus around automatically calculated objective and subjective account health score metrics for a quick and accurate read on the accounts that require attention and strategic prioritization.
- Focuses your teams on strategic account planning based on the customer's objectives, needs, and challenges.
- Provides "Calls to Action" (CTAs) that automatically bring to your attention issues, risks and challenges to enable better proactive resolution.
- Gainsight as a company lives, embodies and exemplifies the concept of customer success like very few companies in the world. Their level of support, engagement and absolute trusted partnership is unrivaled.
- Professional services that totally understand our needs and requirements and expertly guide us to success.
- The contacts in the Sponsor tracking tile should be able to be maneuvered into an org-chart configuration.
- Gainsight provides an aesthetically pleasing view of relevant information for all of my accounts. 360 pulls in data from salesforce that I can review quickly, and access easily.
- Timeline in particular has been very useful for my team. The ability to search, pull in contacts, and organize each client interaction has been very helpful. We are looking forward to the enhancement which includes task lists on timeline.
- Success Plans have been...HUGE. It's a way for account management & strategic accounts to work together on a client's success - and create a specific plan to get there.
- Gainsight in itself is glitchy. It has a general slowness which is frustrating, and a lot of times we have to use different browsers to access certain parts of it because they simply won't open or throws errors.
- While we love the success plans- we wish that the feature would be designed to be ever living (one success plan), and for the objectives in itself to be completed... the fact that success plans ideally should be completed doesn't really correlate with how strategic accounts manage their clients.
- I wish there was a way to limit certain playbooks by role. For example if I want to pull in a particular playbook for strategic accounts, I don't need to see playbooks that belong to account management... it just clutters up my view. I'd like to see playbooks that are approved for use in my particular role.
Great for making CSMs more proactive and getting insight into customer behavior, but you're in for a lot of work
- CTAs and other rules-based features: CTAs are great because you can query your customer data every day and be alerted if/when your customer is exhibiting specific behaviors. For instance, we have a CTA set up to alert our CSMs if their new customer is 2 weeks into onboarding and has not yet received a "passing" score for onboarding.
- CoPilot: Copilot has a lot of the same features of CTAs but you can easily automate sending emails to people who meet specified qualifications. For instance, we send an trial nurture emails from Gainsight to accounts in the trial process who are days 2, 5, and 7 into their trial.
- Usage data view on C360 page: Our team gets a lot of value out of seeing their client's usage activity over time via the C360 page.
- Too many features: I think Gainsight could benefit from focusing on a handful of key features v. trying to do everything. There are so many tabs and so many areas that I can adjust that it's often overwhelming.
- Releases: Honestly, I have to brace myself for Gainsight product releases because at least some process that I set-up which was largely "set it and forget it" stops working after a release. I lose a lot of time redoing rules I've made in the rules engine with startling frequency.
- Support responsiveness: this was exacerbated after the previous release which made sense, but support often takes a full 24 hours to get back to me and simply say they're reviewing my ticket. Whenever I have an issue with Gainsight I assume it'll take the entire week to resolve.
- Gainsight works incredibly well with SFDC so it makes data integrity something you can count on.
- Gainsight is extremely customizable so you can really use it in a way that works best for your organization.
- Gainsight has a very active user community and knowledgeable support desk that makes it easy to find answers to the questions that come up.
- Gainsight is what you make of it. It's such a robust software that you need to dedicate significant time to making it valuable for your organization.
- Gainsight's isn't the most user-friendly software. I find it takes time before a CSM fully understands how it can help their day to day. Admins have an even harder job of learning the ins and outs of rule creation, dashboard building, and troubleshooting.
- Gainsight is built on top of SFDC, so you really need to ensure that your SFDC is set up in a way that will work with Gainsight.
- Easy to use interface
- Love the timeline feature to easily see a history of interactions
- Historical tracking of usage
- Reporting across various data sources is limited
- Their usage data is auto-aggregated and cannot be customized
- Rules based logic is not often intuitive. You need to learn to think in "gainsight" ways
- Gainsight has allowed our Client Success team to manage our clients efficiently. The tool is key to managing our client life cycle from initial engagement, through implementation and Go Live phases, and following through to Renewal. Being able to trigger alerts as well as tasks for CSMs based on usage and on life cycle stage has been crucial.
- Customer support is great. The Support desk communicates frequently when working through submitted tickets and our Client Success Manager thinks outside the box when making strategic recommendations for our business.
- Next up is utilizing co-pilot to it's fullest so that we can better manage our low-touch clients.
- The rules engine is incredibly useful however, many times I need Support assistance with setting them up properly. I'm not sure how to make it more user friendly as it's a pretty technical tool, but I can dream.
- Great visualization of Client Health across the entire customer base
- Highly flexible in Rule definition and customer segmentation
- Constant product innovation
- Requires a good amount of administration to take full advantage of all the capabilities
- Pricing model
- Where Salesforce data is available to trigger CTAs from, it does a nice job of scheduling tasks
- The C360 provides valuable, at a glance information
- Logging manual CTAs is a valuable activity tracking mechanism for us
- Overall slowness
- Cockpit is difficult to filter and navigate
- Configurability has been a challenge in areas of the application - we use manual CTAs heavily and the only date field available to our users to manipulate is the due date. We use this date field to represent the date the activity actually occurred. The delta between due date meaning for a manual CTA and a triggered CTA has presented significant reporting challenges and confusion for upper management.
- Sometimes impactful bugs really hinder our reporting capabilities. My entire department's metrics are based on closed CTAs, and when the close dates suddenly stop populating it is a real problem for us.
- Thought leadership
- Implementation Training
- Identifying strategic accounts and focusing on them
- Product stability. One example we have socialized with Gainsight is the sponsor tracking integration with LinkedIn. I believe they have a solution that will be deployed later this year, which we are looking forward to.
- My team does not have a good perception of our CSM based on lack of responsiveness and a training where she did not come across as very prepared or knowledgeable on the product.
- Really emphasize the importance of making a significant investment in this product in order to achieve desired results during the purchasing process. We need to be good buyers, but I did not fully appreciate the level of investment needed to make use of this product at the outset.
- Call to actions functionality.
- Customer friendly user interface.
- Integration with Salesforce.
- Objective CTAs being removed from cockpit and only showing in Success Plans, this should be an admin's decision.
- Unable to do a formula in reporting/dashboards.
- Gainsight's rules engine is really straightforward to use and I love that someone with little programming knowledge can set up rules to fire Calls to Action and make sure project tasks are getting completed.
- The ability to use the tool to look at customer usage and pull that data into emails is really huge. We haven't been able to use that feature just yet, but I'm looking forward to using it with our clients soon.
- Measuring health of our deployments, in a standard fashion, across the team, is really important. It allows us to see and address risks before they become bigger issues.
- We'd like to see the reports function become more useful. We want to be able to pull data from multiple objects without having to set up complex custom MDA tables and rules, and we should be able to include tables from the reports in emails.
- I'd also like to see relationship health reporting become more robust. I currently have to export our relationship health scores every Monday morning to a customized google sheet in order to color the values and provide that as the executive report to our leadership team.
- Setting up and testing outreaches could also be easier. It should be much more straightforward to put together test outreach lists.
- Sending out reports from the dashboard function is fairly crude. The powerpoint formatting is not well done and as a result the reports don't look very professional and I think often get ignored when sent to our team. We should be able to export the dashboard in an email format to our internal team.
- Visually engaging UI and ease of navigation.
- Consolidation of client data in one view that is easy for our CEMs to navigate and review prior to clients' meetings and calls.
- Seamless integration with SalesForce so our users really feel like they're in one application.
- The rules engine! It's clearly built for technical resources. Not being able to utilize query functionality such as current quarter, prior quarter, this year, etc...instead of having to use what feels like a formula to calculate a date range can be frustrating. I have nightmares about # of N days from rule date.
- Gainsight Dashboard stickiness. It often causes issues with our users. Would love to see a reset to default or something that easily resets to the default dashboard filters or clear filters. This would be a huge help.
- Global Filters are the enemy....I hate having to always clone a report that really I have to rebuild just so I don't have to add all my global filters. It's just clunky.
- Through use of the scorecard feature, Gainsight allows us to manage risk across many complex enterprise deployments.
- Via playbooks, it has allowed us to standardize our processes and automate many key activities for the team.
- With the integration into Salesforce it has allowed our customer success and sales teams to collaborate more effectively.
- We're satisfied with our Gainsight purchase and don't see any areas for improvement worth noting. Our team frequently comments on the community and feel like we're being heard.
- Automatic recurring usage reports: This is a nice feature that takes the burden off of the user having to manually pull reports. Reports can be set up to be delivered via email, at a specific cadence, and provided an at-a-glance overview of customer usage data for a specific time period.
- Customer360: Gainsight does a good job of providing a centralized area of their product where users can see an up-to-date view of their entire customer portfolio and then drill down into specific accounts to better understand overall customer heath, contract value, contract duration, and important account notes.
- Gainsight excels at integrating with other systems, for example our Client Success team needed to be able to hook into our training groups management tool and quickly see how many existing training credits a customer might have and when they were expiring. Having this information available inside Gainsight saved us valuable time by providing us with information that was historically hard to obtain.
- Using Gainsight for any kind of substantial "task management" seemed to fall short. The result was having to use several additional tools outside of Gainsight. For example, it would be nice to have a Gmail integration where emails could be turned into tasks within Gainsight.
- One area where there is room for more improvement is reporting. The UI still seems clunky and not as intuitive as it could be. This area of the product could benefit from an overhaul focused on both UI/ease of use and data access.
- Integration with Linkedin is a feature that could add a ton of value for customer success teams, however, it was never reliable and often fired off alerts about org changes that were false.
- Great at surveys, great at combining information from different places in order to give a full view. Automated CTAs are great for telling people when to do a task and knowing when they're not doing it.
- integration from 3rd party tools is not great. If it doesn't come from salesforce its painful.
- Integrations with current systems such as Zendesk, Google Analytics, Salesforce as well as our product's API. Incorporating data from our product's API into Gainsight's MDA has been crucial for our one-to-one success outreaches.
- Easily allows the sales team and engineering team to view (in a very simple interface) the stage of a customer, their requests, and their interactions with our customer success team.
- Gainsight has a wealth of community support and support mechanisms in their organization. I particularly believe that their community site, in which customers and employees can interact based on feature requests or bugs/issues is perfect for an organization in its Gainsight implementation phase that needs direction on certain aspects regarding attaining optimal value from purchasing Gainsight.
- Some functionality is missing such as customization in surveys - this is a big one for us. We may have to use another service in order to compensate for the lack of html and css formatting/styling that Gainsight doesn't yet allow in their surveys.
- There should be additional administrative privileges within Gainsight so that certain people can't access whole pages of the interface such as playbooks or surveys, etc.
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|