Reviews (101-125 of 181)
- Auto-trigger reminders for CSMs.
- Organize data in a visually pleasing way that is also easy to digest.
- Brings items to light that were previously slipping through the cracks.
- UI is not great, especially for admins.
- Doing anything at a relationship level is horrendous. We avoid it at all costs as it normally requires us to do everything 15 times to get the same result as doing it once at the account level.
- The bionic rules in Gainsight allow us to overcome the separation between Salesforce objects. I don't have to worry about not being able to access both billing and contact data for our customers at the same time anymore.
- The automated email feature, known as Copilot, has saved us hundreds if not thousands of hours of work. All of our clients receive specific emails, and we can easily set up which email goes to which client then essentially forget about it.
- The C360 page lets us access almost any data we need about a client. We can customize what is shown and how the data is organized so our CSM's can quickly see the most important information about our specific clients.
- The Usage object within Gainsight could use a bit of TLC. We love the data it shows and the potential it has to become a major resource in knowing our customers, but the UI can be a bit clunky at times. The graphs aren't always the most readable or intuitive.
- The automated emails can only be triggered once a day. We can't send an email within a certain amount of time of an event happening within an account. We also can't easily schedule the same email to trigger multiple times in one day.
- Health scores are at a good starting point, but we could use a couple more improvements. The first would be to have more options of splitting score categories up into smaller scores (e.g. overall score - usage score - indiv. feature score). We also can't set a weight to diminish over time (e.g. the sales score will always affect the overall score the same amount even after two years)
- Customer Tracking is accurate and easy to read!
- They have a fantastic and helpful team. They are responsive and knowledgeable. You will never be left out in the cold.
- Easy to set up (at least in comparison to other internal tech we've used).
- These are all knit picks, loading can be slowish, but I would say that is industry wide. There's a lot of data to sort through.
- There has been syncing issues in the past with Salesforce (But I would assume that it is partly SF's fault).
- Workflow: Calls to actions and their rules engine allows us to build a lot of repeatable workflows. We can now trigger easily trigger workflows based on events and time.
- Single source of info: Our CSMs now can go to one screen to see their to-do's, customer info and product usage data.
- Charting: Their charting/reporting capabilities are pretty solid. It's no Tableau, but it covers most of the use cases of what a CSM needs to do their day-to-day work.
- Their self-help resources isn't very good at all. Their KB is out of date (old screenshots and inaccurate information).
- Their onboarding process is pretty bad too. The onboarding manager we got was excellent. She went above and beyond to help get us up and running. The collateral, process and tools that she has to work with are pretty poor though. I feel for her.
- Change management is pretty weak. The way they roll out new features make life very difficult for us. They'd deprecate features before the new features are ready for our workflows. Documentation and help materials for the new materials are not well done either.
- Provide a single place to visualize customer health/risk on an individual and macro basis.
- Provide a single place for CSMs to track work.
- Provide an effective executive dashboard for head of Success.
- Adoption has been rough at times due to over-complicated CTAs. The onboarding provided little guidance in that area.
- Sponsor Tracking is very buggy.
- Success Plans do not allow for effective measurement of progress.
- Admin interface is pretty clunky.
- Well suited if you have a fairly mature CS org and strong change management.
- Not well suited if you are still figuring things out in terms of basic CS process.
- Well suited for customers who are willing to spend enough on services for a sound implementation.
- Not well suited for customers who want to onboard themselves using nothing but online resources.
Our CSM team leaders use GS as well for dashboards where they monitor CSM activity, and will soon have their own flow of managers' CTA with alerts, tasks, and more.
GS helps us with the following:
- Measuring KPIs for our CSMs
- Scalability of our department and processes, creating standards and benchmarks for our department and the organization.
- Customer Service - weekly calls with our CSM, prompt support responses, email availability by our CSM at GS.
- Building flows in the form of CTAs and incorporation of elements from other systems.
- Ability to store data and create trends.
- Reporting - it has all the data, but the report builder section isn't so strong
- "One to Many" linkage isn't supported
- Some missing basic function like: creating mandatory fields in CTAs, permission levels amongst users (one user can switch into another user's cockpit).
1. "Customers Tab" - most used by our CSMs. It's an interactive list of all their account, which is very helpful.
2. Rules Engine - allows to record data to create trends
3. Rules Engine - can be used for risks and alerts
1. It can't accommodate lifecycle or retention teams yet. They need to be able to set up Salesforce opportunities
I wish I had more time.
I know that our SF Admin that is in charge of GS also managed to find valuable information in the community posts.
I really hope to visit "Pulse" in the future!
Gainsight Review: "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
- 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.
- 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.
- Scorecard is excellent. Very well conceived and easy to modify and maintain. This is critical in our efforts to identify churn risk before it happens.
- Customer Service & Support is outstanding. I have found that they people at Gainsight are serious about customer service and act accordingly. This value is critical to us because we share the same value here at Brainshark and want to engage with vendors that are responsive, respectful and want us to be successful.
- Customer 360 view has evolved beautifully. This is truly a 360 view of the customer and becomes the one stop shop for the CSM. In this age where data is all over the place - it is great to have an efficient alternative that helps the CSM do their job.
- On-going development and thought leadership are incomparable. Gainsight is serious about its business and equally serious about its market/industry. I appreciate the leadership shown by them in the customer success space and frequently utilize the best practices and industry content that they put forward. This support goes well beyond the software and service and adds another layer of service and benefit to the customer community.
- One area where there has been improvement and there is room for more is in the reporting area. We still tend to use Salesforce reports for many areas because it is easier to manage and maintain. They have made some gains in this area but reporting would be much more useful with an overhaul focused on both UI/ease of use and data access.
- Gainsight has made tremendous gains in the area of usage data, graphs and exports. But there is still plenty of room for growth, sophistication, flexibility and UI in this area as well. It takes too long in some cases to get exactly the data set the CSM is looking for which decreases efficiency and satisfaction with this part of the service.
Gainsight has also REALLY eased the relationships with our sales team. When they see the spot-on, relevant data it provides to help in their efforts for renewal and expansion, they realize that not only are we a resource, but a partner in their success as well!
- The calculation of health scores based on a highly tweakable rules engine makes spotting trouble points and wins super easy.
- The ability to store notes, client feedback, and Salesforce metrics has greatly increased the efficiency of our monthly CXO calls as we review hotspots and areas of interest.
- The CoPilot feature is AMAZING and is really allowing us to thoughtfully scale up our touch with the clients and control our messaging for consistent and smart client reach out.
- The insight provided in the dashboard has actually eased our CSM's workload, even with an expanding client portfolio. They can be smart and savvy about where they are spending time. They feel more excited about strategically doing their jobs as opposed to just putting out fires.
- Sometimes the processes for setting up dashboards and rules are a bit quirky. Not bad, but not always intuitive.
- We in particular need to have a reporting relationship based on SFDC contracts, not opportunities. At the point the contract is written we need Gainsight to take into account that the CSMs and the renewal team lives in contracts.
- Make report filtering save last filtering and not revert to default if I jump out of the page.
- Help my receding hairline through the dashboard.
- Love the health scoring functionality. It's great at providing a holistic view of your customer's health.
- The rules engine and the ability to customize alerts for risk has been incredible for our CSMs. We can enter data to trigger an alert when a customer's usage drops off, and they are more likely to churn.
- The analytics and dashboarding are great. It's incredibly helpful to be able to set up a subscription to send our executives and leaders information about how their teams are performing at whatever cadence they want.
- More ability to be able to set up different profiles. We currently have several teams with different needs, and it would be great to have the option of customizing the experience for each instead of one size fits all.
- More syncing with Outlook/calendar. Would be great for our CSMs to be able to set up an EBR in Gainsight, and then, have it sync to their Outlook calendars.
- Better organization for reporting, playbooks, rules. It would be great to have some sort of folder system to be able to better organize all the different areas that can get cluttered.
- Gainsight is all about customer success. The application is versatile to work with most internal processes and use cases.
- The deployment team is very helpful in educating us during the implementation process as well as providing insights and suggestions to help enhance our customer success approach.
- Gainsight also provides great community discussions for all types of users and they are always open for feedback to improve the solutions.
- The dashboard needs some improvement in terms of usability. It is a bit clunky and not intuitive.
- Roll-up reporting needs some enhancements.
- Gainsight does a great job at getting you access to the data that you care about. As long as it's in Salesforce, or you're willing to implement a data uploading process using one of Gainsight's data integrations, then the sky is really the limit as far as which data should have what impact in Gainsight.
- Gainsight's online community provides exceptional access to the product team, who pay close attention to the posts and conversations there, and give thoughtful and earnest replies.
- Gainsight understands the importance of implementation, given that they live and breathe customer success all day every day. They are dedicated to solving any problems that you encounter, and make sure that you have a positive and productive experience.
- The interface needs improvement -- it has a clunky feel -- but they're in the midst of a redesign.
- Gainsight does one major release a month, and I haven't yet seen an example of bug fixes being pushed outside of this schedule, which can be irritating in those few situations where there is a bug standing in your way. However, they do a great job of reaching out once that bug *is* fixed.
- Our CSMs could use more comprehensive "how to use Gainsight" content. Since we didn't purchase access to a dedicated Customer Success Manager at Gainsight, there's no one to 'invent the wheel' for how our team should be using Gainsight. We're doing a reasonably good job on our own, but more support is always welcome.
- Gainsight is the leading voice in customer success. They facilitate and nurture the community discussion on everything customer success.
- Gainsight's deployment team was incredible in educating and guiding us in the implementation process, when our understanding was very fuzzy about how we wanted to manage our clients. Through working with them, we gained a great deal of insight, and things came into focus. They are still doing it today, providing new ideas on how we enhance our customer success practice.
- Gainsight listens to its customer community, taking input from users and incorporating their ideas into product development.
- Gainsight's dashboard needs improvement. It's limited and not intuitive enough.
- Roll-up reporting also needs enhancement.
Gainsight primarily solves the problems of prioritizing accounts, creating a health score, creating triggers and predicting churn.
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|