Reviews (51-75 of 197)
- Automated outreaches - allows for being able to scale.
- Calls to action - allows for the use of automation to monitor data and create actionable items based on the data; scalability.
- Reporting- allows quick/easy access to reporting on customer health with automated, actionable items.
- The backend setup of Gainsight is not that intuitive.
- Email formatting is difficult
- Would like to see rules setup in a template to choose from
- One location for all CS work
- Flexible reporting and easy to configure dashboards
- Native integration with SFDC
- Ginsight is a great product but needs more help to cope with the complexity of an on-prem multi-product enterprise company.
- Would be great to be able to access Gainsight independently from Salesforce
- The functionality to share dashboards to non-GS users is a great idea and would be really good to see more development in upcoming releases in terms of ways to share the dashboards and making the usage smoother, especially for bigger data sets
- Very deep integration possibilities with SFDC allow highly sophisticated business logic and rules to be constructed.
- Pulling together of lots of disparate sources of information into a unified view is a substantial time saver and allows clearer 'big picture' context.
- Creation of dashboards that present lots of reports in a single view allows for quick analysis.
- The Program feature is complex to manage and counter intuitive in certain areas. A simple revision requires the whole program to be cloned and a new version created.
- Greater customisation around the report presentation would be useful, such as the colours used - sometimes it is hard to see.
- Better slicing and dicing around NPS (by region, team, etc) as far as NPS score is concerned. Out of the box you just get a global value.
If however you have a complex data structure and want to produce bespoke and challenging business rules, then with the appropriate investment in resources you can achieve most things.
- Integration with Salesforce.
- Mass communications made and tracked with ease.
- Flexible Health Scores!
- Timeline is great, but quite silo'd.
- Would love to see a widget that allowed timeline/notes to be taken outside of the platform. Gainsight Sally for Slack is useful but it's a tool many sign-out of in a meeting environment.
- The timeline feature allows you to create a diary within a customer's profile and you can easily distinguish what each entry is e.g call, meeting. You can also say if that call was positive or negative, how long it took and who was on the call internally and externally.
- Gainsight connects back to SFDC and all activities are logged so there's no need for anyone to have access to Gainsight if they're not going to proactively be using it.
- The cockpit allows you to segment your to do list for today, tomorrow, next week, month or year!
- Needs an App
- Needs more reporting features
Gainsight is a powerful tool to dive in to the details on a customer and get a high-level view of your customer base
- I enjoy using the Timeline feature to keep track of each customer I work with to ensure their success.
- I like having the CTA's readily accessible in a global view for all customers so I can gauge where I am on certain open tasks.
- The ties into Salesforce are very useful so that others in our company can stay updated on customer health.
- Shifting from Timeline to Detailed view could be better for viewing of notes and product/customer details.
- Reporting and Dashboards could be more visibly appealing and have more easily accessible information. I hear there was a new release this week, so some of this might be addressed.
- Multi-product views could be improved, and losing score card information when customers purchase multiple products is really tough to go through!
- Excellent at sending automated emails and generated semi-templated emails with auto-generated content.
- Great at generating account health scores based off data from multiple sources (CRM, product, 3rd parties, etc.)
- Great at logging activities via the timeline feature for an account.
- Graphing/Data Visualization functionality is very limited.
Additionally Gainsight is very helpful in our managed portfolio in helping to automate some administrative tasks, while still allowing reporting on the cadence of customer engagements and updates.
- Integration (automatic or more manual - e.g. using CSV files) with other data sets (e.g. for support and product usage).
- Configurable customer dashboards - showing key stats and data relevant to that customer.
- Industry best practice information and insights.
- Flexible solution that can be tailored to our specific product and team requirements.
- Local (geographically) support services.
- More regional support and services - think beyond just the USA.
- Tailored professional services packages - e.g. self contained for small and large deliverables.
- More automated out of the box integrations.
- Well suited to customer success team and organisations that need to quickly scale up.
- Less suited to smaller teams and operations (and lower cost).
- Allows us to the ability to track any and all escalations a customer might have
- Helps us keep an accurate temperature of customer status, by simply looking at the acct we can gauge if the customer is referenceable or not
- Helps track NPS score for our clients
- Wish we had the ability without having to push a refresh button to update directly into SF
- Activity History
- keep track of the status of customers
- track tickets/types/sources
- Triggering actions based on knowledge and information gathered from the account.
- Showcasing a 360-degree view of the customer account.
- Giving you the capability of aligning multiple sub-customers under the same customer by the relationship View.
- Since Gainsight works on top of Salesforce lightning can be a bit latent in Speed and Performance.
- There is no way to get alerts for individual accounts you only can set up a feed which gives you alerts for all the accounts.
- Frequent timeout errors.
- Gainsight helps managers monitor their employees' client interactions.
- Gainsight enables our Client Success Directors to manage larger portfolios without letting clients slip through the cracks.
- Tracking client health through Gainsight allows us to identify and address risk to mitigate churn.
- The currency conversions found on the Customer 360 page that pulls in from SFDC have some inaccuracies.
- Gainsight can't push data back to SFDC, so if you make an update in Gainsight, it will not be reflected in SFDC (with the exception of activities)
- The Programs and Outreaches are not as easily controllable by the end-user (CSD) as they could be.
1) Reporting & dashboards: Each CSM has their own dashboard that contains various information on all of their customers, from health scores, customer life stages, renewal dates, MRR, etc. This allows them to have a wealth of information on hand whenever they need.
2) CTA's, playbooks: this ensures our CSM's can stay up to date on every customer, trigger playbooks & CTA's regarding the customer life cycle and ensure customers are moving towards a successful renewal.
3) Rules Engine: automated rules that trigger a variety of tasks, such as NPS surveys, health score updates/changes, usage data analysis, among other things.
- Gainsight makes it very easy to set up rules to automate the CS process. Automation is key. It allows us to run rules daily without having to do anything manually.
- Gainsight's reporting and dashboard make it very easy for CSMs to view their customer info in one spot, in a very efficient manner.
- Gainsight's health score system is fantastic. It allows us to alter it whenever we feel that we need to and add as many metrics as we'd like.
- An update to Gainsight's UI would be fantastic. I really like dashboards but they are very dull looking. An update to make reports more colourful would go a long way.
- I'd like to see continued improvement of Gainsight's advanced outreach feature (automated emails). It worries me when I set an advanced outreach to trigger and then have no idea when it will trigger - sometimes it takes 2 minutes sometimes it takes 45 minutes, this causes a nervous feeling as I just have to wait and see if it deployed properly or not.
- Pushing 'to do' items out to our CSM team both by rules/filtering customer criteria or by uploading hand-picked lists of customers for special projects. Their Cockpit gives our CSMs a single place to go to see all of the action items for the day, week, etc. They can be grouped by type, due date or priority which allows each of our CSMs to customize their view and work how they work and prioritize best.
- Dashboards are incredibly easy to build and allow management a visual insight into our customer data. Any data we can create a report on we can add to a dashboard. Global filters have been a HUGE addition, allowing us to quickly filter an entire dashboard by CSM or Team Manager with very little effort.
- Gainsight's Timeline feature is a key component of our Gainsight usage. It was incredibly easy to roll out to our team initially and adoption has been great. The new Global timeline was a much needed addition which now allows us to see all timeline entries in one place and filter by CSM or account very easily.
- Customer support is top notch! Their support platform allows us to very easily submit requests, track its status and email communication back and forth with the support team is quick and easy.
- Workflow from an admin perspective leaves something to be desired. For example, creating a CTA for our CSMs so send to their customers requires access to 3 completely separate admin areas of Gainsight. 1. Journey Orchestrator to create the email template 2. Cockpit to create the playbook and 3. Rules Engine to actually create/send the CTA. This is a fairly simple task and one we do often, but the whole process seems disconnected.
- Reporting on admin related data could also be a big improvement. The dashboards and tools to report on our customer data is great, but finding information to help me better manage/update our ongoing templates, rules, etc. is difficult.
The only scenario where I would hesitate to recommend Gainsight is if a company had a very unique/complicated customer or CSM structure. Gainsight is really designed for the bulk of information to live on the account level and our company has a lot of data/different CSMs on a relationship level. It is doable, but makes simple tasks that much more difficult to configure.
Gainsight has helped us address the following business needs:
- Stronger onboarding of new accounts
- Annual plan of action for each account in a portfolio
- Targeted, action based reasons to call based on customized triggers for our accounts
- Gain visibility into trends we may not have seen otherwise
- Structured approach to proactive communication, along with specific milestones we'd like to achieve on each call
- Support. We have required a lot of customization of the product and GS has always been responsive and helpful. This is true not only for product implementation, but also with technical barriers we've needed addressed over the years
- The product reinforces a philosophy of putting the customer needs first, along with strengthening our own customer support. This has been very helpful in getting buy-in to our new approach, since every level of our technology mirrors the conversations leadership has with our CSMs about our focus.
- It is always great to see a company continue to iterate on a product, and GS does a great job of listening to it's customers to help inform the direction of certain changes to the product. Their support pages are great, and the changes nearly always address specific needs we have as an organization
- Editing records within GS instead of needing to consistently 'bounce' back into SF. The biggest example of this for us is with our 'trackers' we use on Opportunities. The ability to do in-line editing, or editing SF Opportunities right within this view would be such a huge lift for adoption and ease of use.
- Reporting. There are certain limitations to the ways we can configure reports that don't give us the level of flexibility/visibility we're used to with standard SFDC reporting. I prefer to aesthetics and layouts of the GS reports and dashboards, but limitations force us to still rely on SFDC for a lot of things (inability to report of formula fields in a backend report for example)
- User interface is starting to feel a little dated. With other software experiences updating and refreshing their UI, GS is running the risk of feeling out of date (example: the new Lightning UI from SF). Would love to see elements updated to allow for a more fluid experience bouncing between Lightning and GS
GS can be difficult to implement with organizations that have a high average number of accounts per person, as the Cockpit can become unwieldy if CTAs fire for most/all of them monthly. To that end, I'd probably hesitate to recommend GS to organization with large average book sizes. A lot of this can be addressed in implementation, but then you do have to make difficult decisions on what is going to give, in terms of how you'll trim the CTA load per rep.
- Calls to action - create calls to action based on changes in user data.
- Email - emails can be automated based on rules in Gainsight to allow us to communicate based on user actions.
- Analysis - looking at data is easier with the report builder and dashboards. No need to export data to analyze it.
- Reporting is not as robust as it is in Excel - it is difficult to provide high-quality output for users.
- Calculation - only certain calculations can be done with the imported data. We cannot generate the same reports we do weekly/monthly based on what is done in Excel because we cannot normalize data.
- Great reporting and dashboards.
- Our single source of truth for customer info.
- Excellent thought leadership.
- Administration can be complex
- Gainsight is dependent on your Salesforce data being accurate.
- Integration of Salesforce data
- Live and accurate client health scores
- Great task management per account with checklists
- Theme selection, colors and backrround color selection
- Touch friendly App style access with all the desktop web portal functionality
- Customer 360 View. Gainsight provides a holistic view of elements of customer health including risk, adoption, advocacy, engagement, etc.
- Customer Communication. Gainsight has a great communication engine allowing us to ensure customers receive the right message at the right time.
- Customer Lifecycle Management.
- The reporting functionality is not as robust as it could be.
- Timeline -- allows accounts managers to record events. You can detail date, time, who was involved, how long it lasted, and an open notes section. You can also log clients missing/skipping interactions
- Calls to Action (CTAs) -- can set up one-time or recurring CTAs across the entire organization. Helps to prioritize actions and work collaboratively across teams.
- Recording Scores -- the ability to record customer health scores. Allows for a quick summary view of health that can be expanded on in the notes/timeline
- CTAs are are used rather broadly, would like a specific recurring accounts update section
- Would love an integration with Google calendar to automatically log my calls
- Requires a high degree of training to know the ins and outs. A more robust knowledge base with training videos would be awesome!
Would not recommend for a smaller, centralized organization where the entire company can collaborate physically in the same office. It would be useful, but the cost may not outweigh the benefits.
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|