TrustRadius
https://dudodiprj2sv7.cloudfront.net/product-logos/T3/KI/JVECOPT0CJWO.PNGGainsight Administrator Still working through implementation!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.,7,We haven't been using Gainsight long enough to determine what the ROI will be, but based on early signs I think it will have a positive effect on the efficiency of our client services team, better customer service and our ability to catch potential risks early.,,11 to 25 people,Vendor implemented Implemented in-house,Yes,Change management was a minor issue with the implementation,At every turn the data implementation process has been extremely painful (with the exception of the native Salesforce integration). Segment integration should have been plug and play but instead is requiring custom work on our end to make the data show up properly. Administration of Gainsight is not intuitive, my experience as a Salesforce admin has been little to no help in learning to navigate the Gainsight administration. There aren't enough training resources, I would love to have more training videos and tools to help get myself up to speed.,2Gainsight is the way to go to ensure Customer Success!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,10,Increased employee efficiency Better customer service Executive visibility,,Salesforce.com, Clarizen, Pardot,6 to 10 peopleOne Way to Gain some Insight on your customersGainsight 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.,9,More Collaboration amongst Sales and CSMs. More worldwide consistent processes / approaches for CSMs. Driving CSMs to be more proactive.,,Salesforce Communities, Atlassian Confluence, Salesforce.com, JIRA Software,11 to 25 peopleChanging the way Customer Success operatesWe 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.,10,Our first copilot email convinced 37% of customers who clicked to turn on a key feature in the product that they were previously not using.Thanks for reading!Gainsight is being used by the customer success department to keep track of our clients during their life cycle. We use it to track their success and health as a business partner and keep track of how engaged they are and how much they're using the platform.,Reporting, not easy to set up, but great to finally see. Integration with Salesforce, makes things way easier. Support, they are very helpful.,How difficult it is to set up the various reporting [options].,8,Success metrics Reporting,None,Salesforce Communities, Lotame, Google Analytics,6 to 10 people
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Gainsight
330 Ratings
Score 8.5 out of 101
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Gainsight Reviews

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Gainsight
330 Ratings
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Score 8.5 out of 101
TrustRadius Top Rated for 2019
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October 06, 2015

Review: "Gainsight Administrator Still working through implementation!"

Score 7 out of 10
Vetted Review
Verified User
Review Source
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.
Read this authenticated review
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May 12, 2016

Review: "Gainsight is the way to go to ensure Customer Success!"

Score 10 out of 10
Vetted Review
Verified User
Review Source
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!
Read this authenticated review
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January 08, 2016

Gainsight Review: "One Way to Gain some Insight on your customers"

Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Read this authenticated review
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December 08, 2015

Gainsight: "Changing the way Customer Success operates"

Score 10 out of 10
Vetted Review
Verified User
Review Source
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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November 16, 2015

Gainsight Review: "Thanks for reading!"

Score 8 out of 10
Vetted Review
Verified User
Review Source
Gainsight is being used by the customer success department to keep track of our clients during their life cycle. We use it to track their success and health as a business partner and keep track of how engaged they are and how much they're using the platform.
  • Reporting, not easy to set up, but great to finally see.
  • Integration with Salesforce, makes things way easier.
  • Support, they are very helpful.
  • How difficult it is to set up the various reporting [options].
The key questions to ask while selecting a platform like Gainsight, are to ask how this software can benefit you and will it be cost effective.
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September 25, 2015

User Review: "NPS for Gainsight"

Score 3 out of 10
Vetted Review
Verified User
Review Source
We are using Gainsight to track next steps with customers, monitor the overall health of a book of business, and automate the processes. Gainsight is only rolled out to the Customer Success Department. It allows us to see a snap shot of health for each account and automate certain processes.
  • Health Scoring.
  • Nice dashboards.
  • The dates on CTAs are completely off and really hard to use.
  • When creating a CTA you should be able to apply a playbook at the same time, not in another step.
  • When creating reports in Reports 2.0, often the save function does not work well and the software is very buggy in general.
Gainsight is definitely a customer success tool, but there is still a lot that needs to be worked out.
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October 22, 2015

User Review: "Gainsight Positive Experience"

Score 10 out of 10
Vetted Review
Verified User
Review Source
Gainsight helps us to have an overview of our customers' lifecycle and health. We can see their activities and product adoption at a glance in one place.
  • Great implementation process
  • Good support
  • User friendly
  • Sponsor tracking could be more accurate
  • More notification possibilities
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May 22, 2015

Gainsight Review: "Leading the Customer Success Technology & Practice Shift"

Score 8 out of 10
Vetted Review
Verified User
Review Source
Gainsight is being used for account management and customer success management (CSM) across both corporation and enterprise buckets.
  • Provides us a view of our customer data in both quantitative and qualitative ways
  • Allow us to grow customer lifetime value
  • Transforms us into a proactive team touching our customers at scale (1-to-many)
  • Some gaps in product feature/function; However, is expected given it's a young company and younger space
Competitive review is a must if for nothing more than education.
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Feature Scorecard Summary

Role-based user permissions (133)
8.2
API (98)
7.9
Integration with Salesforce.com (168)
9.6
Integration with Marketo (43)
8.0
Integration with Eloqua (16)
7.6
Product usage (161)
8.7
Help desk / support tickets (134)
8.0
NPS surveys (137)
9.2
Sponsor tracking (132)
8.2
Customer profiles (160)
9.2
Automated workflow (173)
8.4
Internal collaboration (159)
8.3
Customer health scoring (174)
9.6
Customer segmentation (148)
9.3
Customer health trends (164)
9.4
Engagement analytics (144)
9.0
Revenue forecasting (88)
9.2
Dashboards (173)
9.0

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 Video

View Gainsight Product Demonstration

Gainsight Downloadables

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