Gainsight Reviews

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Score 8.4 out of 101

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Score 10 out of 10
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Verified User
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GainSight is a fantastic tool that allows your engagement team to see the life cycle of a customer. From the first day they sign up to the day they leave (which hopefully will never happen). GainSight will trigger tasks for you team to follow up with customers that show symptoms of churning so that you can head it off long before it happens.
  • 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).
I have been working with customer analytic tools for a while, and I would say that if you are looking at something like Totango or Intercom or similar, give GainSight a peak. Every tool will have its strengths and weaknesses, but I love GainSight. They have a great team and a great path to the future.
I don't know what to say other than they are great. I haven't referenced them in over a year, but I doubt they went down in value. :) Keep it up team!
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Score 8 out of 10
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Gainsight is used by our Customer Success team. It helps us operationalize our processes in a repeatable (scaleable) manner. We have a significant growth ramp ahead of us (in employees and customers). We chose to implement this mostly for its workflow capabilities.
  • 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.
Despite the the negatives I called out [below] Gainsight gets the job done once you have it configured. The workflow and data visualization parts of the product work well. If you are at the stage where you're using predictive analytics to predict churn and upsells, you'll need to tack on another tool.
I haven't used the user groups yet. The CS University is a good idea. It's average in terms of quality. The videos/slides are not well done. I've been to Pulse. I think it's good to get to at least once. It's not an event I'd recommend attending every year as the materials don't change much year over year. If you're there to network, that's a different story.
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August 28, 2014

Gainsight Review

Score 6 out of 10
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Gainsight is being used in the customer success department, by 4 agents.
  • Alerts work great to get amazing insight into how your clients are using your product.
  • Scorecards are great to keep track of your clients health, and your impression of client health.
  • Alerts need some updating, particularly around merging like-alerts together.
  • Implementation takes way too long.
Gainsight's implementation time is huge.
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March 24, 2017

You Get What You Give

Score 6 out of 10
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Gainsight is used primarily by our Customer Success & Services organization. However, we also have members of Marketing, Sales, Product, Business Operations, and even Engineering using Gainsight. And our executive team. We use it to asses health/risk, create automatic CTAs based on various events or changes, track CTAs, track Sponsors, and automate some communication.
  • 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.
The Gainsight user group Community is very valuable. You can see/discuss product enhancements, learn best practices, network with other CS pros, learn about upcoming releases, watch how-to videos, etc. We have not yet used CSU but I'm intrigued. I sent 4 people to Pulse last year and they said it was an excellent learning venue. I'm sending 3 people this year.
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Score 9 out of 10
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Verified User
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All of our CSMs worldwide use Gainsight (GS) as their primary tool for account management. This is where they view their daily tasks, alerts on their accounts, dashboard view of their current and upcoming activities.

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).

Well Suited:


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


Less appropriate:


1. It can't accommodate lifecycle or retention teams yet. They need to be able to set up Salesforce opportunities

They seem great! I attended a few webinars and like them a lot. Very professional and on point.
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!


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Score 8 out of 10
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Verified User
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Gainsight is used by the client experience management team to alert and track client engagement. It also provides a client health score which we monitor to identify potential retention risk. We use the dashboard to quickly view key metrics related to overall client health. For team members who manage large portfolios of clients, Gainisight helps to insure that all clients receive a consistent level of engagement.
  • Dashboard provides a snapshot of key client metrics in one view.
  • Calls to Action (CTAs) allow us to track and measure client engagement across our entire client portfolio and quickly identify clients who may need attention.
  • Integration with SalesForce (SF) is key as SF is used throughout our organization.
  • We have been able to create CTAs that allow us to engage with clients at key times in their lifecycle such as prior to a software upgrade to determine their readiness. This has allowed us to better schedule our resources and prevent projects from being canceled at the last minute.
  • Flexibility around reporting.
  • Challenge with tracking CTAs based on due date versus closed date.
  • Not always intuitive so have to carefully manage how team is closing CTAs.
Well suited for consolidating client data into a single view. Well suited for organizations that use SalesForce due to deep integration. Licensing fees make it challenging to roll out across all the organization.
We attend Pulse and find it very informative and energizing.
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March 17, 2017

Gainsight Review

Score 10 out of 10
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Currently, Gainsight is only being used for our CSMs. However, we expect to expand that to sales (through the SFDC widget/limited licenses) and support. We are managing both our SaaS customers to reduce churn and starting to take on our on-premises customers.
  • Our customer outcome manager is amazing and he ensures we are strategically lined up to meet our goals.
  • Solutions architects are very knowledgeable and patient while working through the configuration.
  • Gainsight is a leader at promoting customer success.
  • We have been a customer for less than a year but pricing has changed multiple time during pre-sales, actual sale and now renewal making it more difficult to get the funding. I understand as a fairly new company there will be changes but hopefully not many more.
  • Gainsight is a great tool but I think there is room for improvement in the Admin U/I that could improve the configuring and testing time. Example: Email templates can be time-consuming to create and test. The text editor is somewhat limited and keeping consistent font has been a problem - often with tags. The test emails from the Email Template interface do not look the same as the live sent emails from Email Assist or CoPilot Outreaches.
Well suited for a CSM in a SaaS world but we are building out a process for On Premise and looks as if that will work well.
User group and Pulse are very valuable!
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March 15, 2017

Gainsight Review

Score 7 out of 10
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We are currently using it in our sales department with the customer success team. It solves the problem of preventing things from falling through the cracks when it come to connecting with our clients.
  • It's great at holding CSMs accountable.
  • It is great at holding sales people accountable.
  • Great at tracking the success of our customers.
  • Implementation was too long, would have liked a more boot camp like training process.
  • The software is not intuitive to someone with little to no experience in programming.
  • It would be great to have an ongoing contact at Gainsight past implementation to help with rule writing and provide details about updates that were rolled out so that you can have a better understanding of how the updates fit into your organization.
Being in the financial industry, Gainsight community does not have as many resources for us that are relatable. However, it is great for tracking our customers which is needed in any industry, not just Saas companies. It has been a great tool for us to understand the health of our customers.
Have used CS University, Pulse and Gainsight community. I think they are good resources but would like more 1:1 time.
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Score 10 out of 10
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We've just recently (within the past 6 months) launched Gainsight within Skyword. We're currently using it across our entire services organization and will soon look to start providing reports to the executive team. For us, it solves several challenges:

1. It helps us understand how users actually use our software ...where they spend time...where they get stuck, etc.
2. It allows us to communicate with them according to #1 above.
3. It allows us to more robustly keep tracking of the health of our clients and inform those that need to take action.
  • Gainsight allows great visibility into the ways our users interact with our software. Specifically, Gainsight does a great job making this information digestable and actionable.
  • Gainsight has a rules engine that allows for the automation of communication based on certain criteria that is highly flexible.
  • Despite the incredibly robust onboarding, training and available materials there are moments where the Gainsight platform feels overwhelming and where it offers too much flexibility and functionality.
Gainsight is well suited for a company who is looking to better understand customers in an effort to improve retention and communication.
The user groups have been helpful and the University was a key part of getting up to speed. This May will be my first time attending Pulse.
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Score 8 out of 10
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Verified User
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It is used by the Customer Success Organization (CSMs). Operations which is my department supports the onboarding and ongoing activities for the sales team. It addresses the adoption issue of giving the CSMs data on how their customers are using the software and what they can do to better the customer's adoption towards the product they purchased.
  • Health Score - It is the most unique feature of gainsight, on giving a health score customized to industry and product based on data.
  • Relationship 360 - Able to customize data for individual products is huge to support a company as big as ours that has over 200+ products in their SAS portfolio.
  • Access Controls
  • Partner Visibility
  • Reporting Functionality is only available to admins, CSMs should have the power to create reports they would like to use and that shouldn't clutter anyone else's view.
  • Calls to Action - Really need a feature to alert CSMs of events, risk, opportunities, etc.
[For] many products that are very different in nature - Gainsight can do the job. If data isn't consistent, or the product isn't mature [enough] to have sophisticated data on a consistent basis, then it is harder to take advantage.

Love Pulse, get to re-connect and meet Industry leaders, haven't taken the opportunity to attend other events.
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Score 4 out of 10
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Verified User
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Gainsight is currently being used by our account management department. It was purchased to provide a tool for programmatic outreach and risk assessment for low touch accounts.
  • Gainsight seems to excel in thought leadership for the CSM space and has a dynamic, articulate executive team.
  • Gainsight displays customer information in a user-friendly format that is easily exportable.
  • Tools such as CoPilot and Gsnap are helpful in creating a touch points for low touch customers.
  • Health score cards are too simplistic in order for us to rely on them as a means of measuring customer health.
  • It has been difficult to get meaningful customer data into Gainsight.
  • The Sponsor Tracking functionality frequently turns up false positives and also fails to properly link contacts even when the correct URL is provided.
Gainsight seems to be well suited for companies who can dedicate a resource solely to the administration of Gainsight. For more resource-constrained companies, it is difficult to make progress with the tool. Additionally, in order to be successful with Gainsight, you need to have a clear vision for what to prioritize in terms of features and functionality and need significant IT resources, or funds to hire Gainsight, to do the data work necessary to see an ROI.
We have not leveraged Customer Success University or the Gansight user groups at this point in time. We will be sending 4 team members to Pulse this year.
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Score 7 out of 10
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Verified User
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Account Management uses Gainsight. It's intended to help us scale our business.
  • They seem to have a lot of resources directed to product development and can respond to feature requests with more flexibility than other companies.
  • The tool is ideal if you have established dashboards and practices. We have more autonomy in our positions. I rely a lot on my administrator and wish there were more access levels for much of the functionality - something more dynamic between administrator and user.
You need to be able to feed data into Gainsight in a meaningful way. This generally requires APIs or a dedicated resource to administer the tool. It's best to consider this when determining whether to purchase the tool. If you are unable to feed appropriate data to Gainsight you are likely not getting the most value out of the tool.
I'm attending my first Pulse event this year.
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Score 8 out of 10
Vetted Review
Verified User
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It is mainly being implemented by the marketing team, but it is widely used across the company and outside of the company, with our client advocates being our number one supporters. We started just with just external advocates but we thought it would be good to open it up to our internal advocates within the company to help with social promotion across all devices.
  • Create great challenges
  • Help educate us on their motives
  • Help us in our marketing goals
  • Point system could be better
I think that Gainsight has a great management team, in front of and behind the scenes. They have good members who help you goal set, and also help you with the back end work as well. If we ever have any issues maneuvering through the site, they are always happy to help.
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May 16, 2016

Gainsight Review

Score 10 out of 10
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Gainsight is currently used by our Customer Success, Customer Support, and Go-To-Market Operations team. We use the Playbooks and CTAs to drive new hire onboarding, customer onboarding, and issue resolution. We use the dashboards and score cards to drive customer health meetings and executive review meetings as well. We are looking forward to implementing CoPilot to begin automating aspects of the customer lifecycle and scale our Customer Success Team! Gainsight has been a great tool and I'm looking forward to leading the implementation!
  • Score cards--very organized and easy to manage
  • Automation
  • CTA & Playbooks
  • More flexibility on C360
  • Semi-automation with CoPilot
  • Dashboards
Gainsight has been great for new hire onboarding, we're excited to build this out further.
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Score 8 out of 10
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Verified User
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It is being used by the customer success team for two primary resources: align best practices around processes across the customer lifecycle and to demonstrate value to customers through the use of health scores and usage tracking. We expect to start to utilize success plans as well, as our customers are high touch and require strategic alignment across marketing, sales, product and customer success to ensure we're meeting all of their needs.
  • Being a leader in the CS space by innovating and bringing best practices to their customers allows groups like us not to have to be experts in CS but rather domain experts which we're best at. The help we have gotten in training and talking with execs at GS has helped how we think about our org.
  • The onboarding presentations and homework were effective in making the implementation workshop, Gaisight Express very useful.
  • Flexibility in rules engine.
  • Training materials and guidance to roll out to users of gainsight not just the admins.
  • More intuitive user design - some functions were hidden or not described in the tool but rather in the documentation leaving few folks really understanding what it does (like relationships or insights tabs).
If you have a very small team it may not be worth the investment - they are building more functionality to go deeper but the main benefits are the automation of processes for complex processes or multiple customers and multiple CSMs. I would not recommend it if you only have 3-5 users.
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Score 7 out of 10
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Gainsight is being used by my company to take a look at our current customer base and optimize. You are able to use the features to record success plans to help move your customer along in its journey. We also use gainsight to run our red account meetings. In these meetings we are able to give quick and actionable updates to other teams. We did this before in a deck format, and it was much clunkier and not as engaging. The new features coming out are helping customer success grow as a profession and industry.
  • Call to Actions-- Able to create follow up items and tasks to keep you on track and remind you to stay on task with your customer.
  • Being able to view your book of businesses by Rep or Business. Gives highlevel insights on a dashboard.
  • Reporting is not as strong as SFDC.
  • Must have licenses for each user.
  • There are sometimes latency issues as it loads.
This has been great for our well established customer base. May be too expensive for early stage companies with few customers. I can only imagine that as the customer base grows, your amount of time saved also grows. Great for customer centric businesses looking for a solution.
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Score 10 out of 10
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Verified User
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Gainsight is primarily used by the customer success team. The executive team and sales team have access to the iFrame within Salesforce, and have the ability to look into the metrics of each account. It addresses visibility into the health of each customer, and allows the sales and executive team to fish for information about the account without having to reach out to the customer success team.
  • Gainsight has a great user interface. It is easy to navigate and is very intuitive.
  • Gainsight is a customer success tool made by CSMs for CSMs. The tools and workflow it offers are very much inline with what a customer success manager needs for their day to day life.
  • Gainsight's cockpit is a great tool for CSMs to stay on track of their every day tasks. It give managers visibility into what their CSMs are doing on a regular basis.
  • Creating tasks and switching dates in cockpit can be difficult.
  • The customer's dashboard should be customizable for the individual CSM.
Gainsight is less appropriate for sales teams.
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Score 10 out of 10
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Gainsight gives everyone visibility into customer health at any time. We're able to easily apply playbooks for recurring processes to always stay on track and be able to guide our customers throughout their lifecycle with clear next steps.
  • Scorecards are a great way to assess the health of any given customer at any time.
  • Success plans allow for CSMs to pick up accounts when being handed-off easily.
  • Co-Pilot makes keeping up with customers automated and frees up CSMs' time throughout the day.
  • Looking forward to being able to edit Event types after creating CTAs.
Playbooks have changed the way I interact and keep up with my customers. It's so easy to follow steps in the playbooks I've created - it also ensures that I don't miss a step when it comes to onboarding, renewing or holding QBRs.
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May 12, 2016

So far, so good!

Score 7 out of 10
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We are a little unique in our implementation of Gainsight as we use it predominately for customer marketing purposes, though we are considering expanding it to our CSM group in the future. In an effort to move beyond batch-and-blast email communications to encourage user adoption, we adopted Gainsight Copilot to help trigger behavioral onboarding campaigns based on product usage data.
  • Reporting!
  • Customer service/onboarding.
  • Data visualization.
  • Size of the company - they're still getting started, even though they're the market leader.
  • SOC-2 compliance - they're not completely certified yet (though they're working on it now).
In speaking with colleagues, Gainsight seems to succeed most in customer success groups, though we're finding great benefit in using it for adoption marketing too. I think their target market is expanding rapidly and I'm seeing more functional groups come together.
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Score 7 out of 10
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Gainsight was something a few of us in the team decided to try out and see what would work best with out team and how soon could we infuse it . The problems we wanted addressed were to make our Customer Success and Sales departments more efficient, and to help reduce our high retention rate by keeping track of all the nitty gritty when it came to a customer. We also wanted it to help us assemble data that we use in our daily work with customers and point out whether they are utilizing the platform fully or not and where they could get more value for their investment in Practo.
  • Customer health score cards are nice and easy to track
  • NPS surveys
  • Task and call-to-action analysis acts as a reminder and helps intervene in the life cycle of a customer
  • There isn't a quick save feature for most commonly used filters
  • Some of the usability can certainly be improved
  • Hard to implement if you don't have clean, accessible data
  • There are a few bugs and page load speed becomes an issue sometimes
  • The UI could use improvement
We are trying to maintain our customer health and find correlations between usage/support/outreach and customer retention/churn and for this part of it Gainsight does help serve the purpose. With a few tweaks it would be a notch too much for competitors, but at the moment there is a lot of space for improvement.
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February 22, 2016

Gainsight Review

Score 9 out of 10
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We are just completing the instrumentation of Gainsight to hold our customer journey map, step by step, so that a CSM would check off key activities as they get completed. This will be rolled out for all accounts in April. Prior to this, we were using it for capturing notes and what we call our Adoption 360 scores of each customer.
  • Their design and concept of play books is very good.
  • It is easy to implement and configure.
  • Multiple scorecard functionality is important (I believe it is close to being released if not already).
  • There are still some data ingestion and transformation challenges, so continuing to improve ease of use would be good.
I appreciate how customer focused the management team is, and what they are trying to do to build best practices and bring the community of Customer Success leaders together. I think Gainsight is good for customer workflow management.
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Score 7 out of 10
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We are in process of rolling Gainsight out to anyone in the organization in leadership or a client facing role. One we've fully implemented Gainsight we will have about 50% of our employees using Gainsight. Gainsight allows us to more systematically service our client, ensuring that we have standard play books for all of the common issues we run into, as well as, allowing insight into potential problems (e.g. drops in usage) before they have a chance to be detrimental to the relationship.
  • Identifying issues, such as drops in usage, before they are obvious. This allows us to address any potential risks before they have a chance to have a lasting negative effect on the relationship.
  • Standardizing how we respond to common issues, and allowing new employees to ramp up more quickly. By using the playbooks we are able to standardize how we fix common problems and ensure that the best practices are used by everyone... even new employees.
  • Ensuring that repeated tasks, such as quarterly business reviews (QBR), happen on time for clients based on things like their Customer Tier. We have the ability to automate the CTA's to kick off every three months for tier one clients so that we never miss another QBR.
  • The implementation process has been much longer and more complicated than initially expected.
  • We aren't able to customize some features as much as we need (e.g. you can't set smart sign scores for different client types)
  • Would be good to be able to set CTAs based off of a scorecard, so if a score goes stale, or if a score drops a CTA is automatically kicked off. Currently there is no way to do that.
I think Gainsight is a great tool for any company that has high touch interactions with their customers on a regular and ongoing basis. Having said that, I think any company could find value in the system, especially with the automation tools they are constantly working on improving, such as copilot. My only big complaint has been the implementation process.
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Score 10 out of 10
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It is being used by our Customer Success Account Managers and our Executive team. It helps us to understand our relationships with our customers, mitigate risk, and solve business problems and develop our relationships.
  • Central view of customers
  • Automate action items
  • Organize data from Salesforce so that it is actionable
  • Does not integrate with Outlook
For Salesforce customers, it is a huge plus!
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Score 9 out of 10
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Gainsight is used by the entire organization, but mostly by the CSMs. The tool provides a consistent proactive way to manage customers along with providing the entire organization a 360 degree view of each customer.
  • Cockpit - Call To Actions - proactive consistent ways to measure CSMs and handle customers
  • Customer Scoring - health score for every customer.
  • 360 [degree view] - in one or two minutes, all the pertinent information on a customer can be consumed (in one place).
  • Parent / Child relationships within an account - One account may have many "deals" or "opportunities" being worked by different CSMs.
  • Data Analysis / Tools to prove the health measures being collected/used are truely a direct correlation to churn.
For SFDC customers - a natural fit.
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Score 10 out of 10
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We purchased Gainsight to help us better monitor account health, to provide guidance to our enterprise account management team on when to reach out to customers, and to send automated emails based on usage and health to our base of more than 25,000 small business customers. These emails are targeted based on individual account usage, and are designed to help customers identify and adopt new features within the system. We're also using Gainsight to send and record NPS surveys.

The product is mainly used by our enterprise account management, and customer success teams.
  • NPS surveys: Previously we were using the Salesforce survey tool, and had to manually send out the email each month through Marketo, then create separate Salesforce reports for feedback. With Gainsight, we're able to set an automated email to send to customers at the right time, and collect a rolling score that is easy to report out to the team.
  • Customer Success Strategy: As the leader in this industry, Gainsight has done a great job of educating customers and non-customers alike on best practices for CS teams.
  • Copilot: We recently sent out our first copilot email in an attempt to increase adoption of one of our newest features. We had an amazing response, and we're looking forward to setting up more emails that will automatically send to customers based on their individual usage of our product.
  • CTAs for Enterprise: Our account management team is able to receive alerts when customers need some help from us to stay healthy. The team is loving how easy it is to get alerts, and our customers love that we're so much more attentive to their usage and needs.
  • Duplicate email addresses: This is largely due to our data issues - we have multiple contacts across accounts with the same email address. This results in some accounts receiving duplicate emails for each account their associated with. Although we have only been with Gainsight for a few months, they've done a great job with taking our feedback and finding workarounds. For this particular issue, they've already built a fix in their system, and we're just waiting for it to be released in December.
Gainsight does a great job helping with implementation, but a lot of how fast you can implement is dependent on your own systems. Before committing to a timeline, I recommend looking deeply into Google Analytics and MixPanel to make sure you're set up to be able to quickly connect to Gainsight. It is also extremely important to have your Salesforce administrator on board with the project and available during Success Express and initial implementation calls.
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Feature Scorecard Summary

Role-based user permissions (150)
7.8
API (108)
8.0
Integration with Salesforce.com (187)
9.1
Integration with Marketo (47)
7.6
Integration with Eloqua (18)
7.2
Product usage (180)
8.6
Help desk / support tickets (152)
8.2
NPS surveys (155)
9.3
Sponsor tracking (147)
7.6
Customer profiles (178)
9.2
Automated workflow (192)
8.3
Internal collaboration (179)
8.1
Customer health scoring (192)
9.3
Customer segmentation (164)
9.0
Customer health trends (181)
9.1
Engagement analytics (160)
8.7
Revenue forecasting (100)
8.5
Dashboards (194)
8.7

About Gainsight

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 Features

Customer Data Extraction / Integration Features
Has featureProduct usage
Has featureHelp desk / support tickets
Has featureOnline customer community
Has featureBilling
Has featureMarketing emails
Customer Success Management Features
Has featureNPS surveys
Has featureSponsor tracking
Has featureCustomer profiles
Has featureAutomated workflow
Has featureInternal collaboration
Has featureCustomer health scoring
Has featureCustomer segmentation
CSM Reporting & Analytics Features
Has featureCustomer health trends
Has featureEngagement analytics
Has featureRevenue forecasting
Has featureDashboards
Has featureCustomer lifetime value
Has featureChurn rate
Security Features
Has featureRole-based user permissions
Platform & Infrastructure Features
Has featureAPI
Has featureIntegration with Salesforce.com
Has featureIntegration with Marketo
Has featureIntegration with Eloqua
Additional Features
Has featureCustomer360
Has feature4D Analytics
Has featureCustomer Lifecycle Cockpit
Has featureIn-product best practices library of resources
Has feature60 second video message to Customers

Gainsight Screenshots

Gainsight Integrations

Gainsight Competitors

Totango, Amity, Service Source

Pricing

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

Consumers
0%
Small Businesses (1-50 employees)
10%
Mid-Size Companies (51-500 employees)
60%
Enterprises (> 500 employees)
30%

Gainsight Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android