Reviews (76-100 of 181)
- Beautiful interface -- really take the mundane, heavy-scrolling of Salesforce and puts it into an easy to use and read interface.
- Customization of reports and dashboards -- makes it easy to look at reports every morning.
- CTAs -- helps our team members proactively manage their time.
- Not much, Gainsight really thinks about every facet of their program, releasing new items each quarter to help their users.
- Provides organization of my portfolio
- Helps identify risk and changes within the account that help me be more proactive in reaching out to my customers
- Dashboards to see how my and team and I are performing
- Better email sending tools
- Does not always sync correct data from other platforms
- Updating the scorecards is finicky
- As our net promoter score administration tool, we're able to easily distribute our surveys to relevant customers on a regular cadence, get immediate visibility into their feedback when a response has been given, and easily alert our relevant teams about the feedback so they can close the loop on the feedback.
- The Gainsight scorecard has helped us to proactively manage the risky accounts in our book in a way that was super manual previously. These scorecards provide visibility to all of our team leads up through leadership, so they can easily evaluate the health and risk of our accounts and therefore better forecast the business and/or take action on risky accounts.
- The Gainsight Cockpit/Calls-To-Action have helped organize our account managers' workload on a regular basis, providing them with a set of to-dos within accounts and alerts them of information that they may not have been proactively managing previously.
- In regards to the distribution of emails from their outreach and email assist functions, we find that a percentage of our emails are getting blocked by our clients firewalls and/or are showing up in the spam of customers.
- Because Gainsight lives on top of the Force.com platform for us, we find that the loading times of the pages can sometimes take awhile. This may lead to time-outs and/or error messages on some occasions.
- Gainsight's ability to form quick and comprehensive health scoring, allows our CSMs to derive quick insights into their customers and allows them to prioritize their book of business.
- Gainsight's Cockpit allows CSMs to stay organized with their upcoming and overdue tasks.
- Dashboards and reporting allow for customization. This allows us to provide specific views for what each member of the team needs to see from executives, managers, or CSMs.
- The reporting capabilities do not always support the level of detail we are looking to achieve. There are a lot of limitations when it comes to the number of fields you can pull in, which then limits the graphical options you have.
- As an admin, there is quite a learning curve to implement and support Gainsight. It would be pretty difficult to roll out Gainsight without an admin in place. Either the implementation needs to be simplified or training resources need to be greatly improved.
- We have proactive insights into each of our customers accounts, for example when there are new enablement projects starting/finishing we are notified by Call To Actions (CTAs). A CTA can help our department to stay in front of any issues/changes the customer is facing.
- Another major feature is the ability to pull reports from that data flow between our customers and their trading partners. Our CSM team can use these insights and reports to provide powerful business impacting views into what is working for our customers and what areas can be improved.
- The final main feature of Gainsight is the ability to keep a log of all the interactions that happen between our customers and the CSM department, by updating the timeline we are able to understand what has happened with the customer as accounts change between CSMs.
- I would recommend that there are more ways for Gainsight to capture the communication between the CSM and our customers. Currently we have to manually track the communication and as a result things do get missed or are not deemed as "important". If we have an easy way to log a call, email, or presentation it would improve our teams insight into the customer journey.
- I think it would be great to have the communication within Gainsight to be visible to other departments that only use Salesforce. This would give our company more transparency between the departments and one central area of information.
- I would like to have an ability to work completely out of Gainsight and not have to jump back and forth into Salesforce. So if a case is updated it would be great to open that case in Gainsight and then if I need to send a message to the analyst I can do so with Gainsight.
Another major feature is the ability to pull reports from that data flow between our customers and their trading partners. Our CSM team can use these insights and reports to provide powerful business impacting views into what is working for our customers and what areas can be improved.
The final main feature of Gainsight is the ability to keep a log of all the interactions that happen between our customers and the CSM department, by updating the timeline we are able to understand what has happened with the customer as accounts change between CSMs.
- Automated process management: We continually refine our Gainsight Rules Engine, Success Plans and Playbooks. Having plans of action ready to auto-assign to the right resources when the situation arises is a HUGE time saver and provides consistency.
- Customer Support: The support team at Gainsight is always friendly, responsive and have resolved any questions or issues in good time. The only time that an issue wasn't resolved quickly, it was highly complex and fairly unique to our environment. Support still remembered to keep us updated and kept at the problem with devs until all was fixed.
- Reporting: I'm a big fan of dashboards and reports! Data Spaces and the Report Builder allow for great power and versatility to show execs, managers and folks on the front lines what is happening with our customers and our own processes. They look good, too--I could stare at usage data charts all day. ;)
- Basic UX - I find that each "area" of Gainsight is fairly intuitive to use with a little learning, but there are basic interactions which are quite inconsistent. My primary example of this would be "Save". Sometimes there's a button labeled Save at the bottom of a page or widget. Sometimes there's a similar button at the top. Sometimes it's an icon shaped like a disk to the right of an item...or the top of a page. And there seem to be times where simply clicking out of a field "saves" a change. This has caused confusion for us at times. I would love to see some work to take the fundamentals of user interaction and make them more consistent across the platform.
- More Basic UX - Where are permissions configured? Just like with the Save button: "it depends". Some portions of Gainsight have permissions above and beyond what is granted via Salesforce. Sometimes you go to Administration to configure permissions in a designated space, but for other parts of the tool, you configure them in the same space where you do your work. As an admin, I just tell new users to let me know when they get a permissions error and I'll figure it out.
- Great way to really see if your clients are using the service you provide them.
- Easily able to formalize an action plan to follow up with at risk clients before its too late to save them.
- Just as easy to set up a thank campaign for clients who are using your service as intended and showing them value.
- Access to their Vault to pull in already created templates to customize to our company liking.
- It took a bit of time to figure out how to get our data out of our tool and then into Gainsight. But once we did it was very repeatable to get all the data we wanted. We just struggled with prioritizing developer hours to get this data push into Gainsight.
- Ease of data transition from internal sources to Gainsight through different connectors.
- Smooth integration with SFDC data.
- Very sound and powerful rule engine. From a CSM perspective - clear workspace (i.e. Cockpit).
- Integrated outreach engine that Gainsight develops constantly.
- Great Community!
- Ability to pull data from Gainsight via API. Yes, it's possible to pull CSV files via bionic rules but the whole process isn't intuitive and still has limitations like no way how we can get text areas (timeline notes) from Gainsight.
- Community is great but more detailed manuals (especially for those using relationships heavily) would be of such a great help. It's so difficult to find an answer for a particular question sometimes.
- Huge dependency on SFDC admins.
- Gainsight CTA (Calls to Action) are game changing. Having real-time notifications of actionable data is vital to our team's ability to service customers.
- The C360 Report provides a concise overview of each customer. This saves a lot of time in the meeting preparation phase.
- Gainsight CoPilot has allowed us to reach more customers with less effort.
- Dashboards & Reports are slightly hard to use. There is a steep learning curve to putting these together.
- CoPilot outreach cannot be scheduled to skip weekends.
- NPS functionality is great out of the box - CSAT is more manual to set up.
Solves the problems of: hard to find data in SFDC; need for health information, both subjective and objective; need for efficient and automated workflow for customer contact; need for alerts and triggers for activities; real-time info visibility back into SFDC for the rest of the org.
- Automated workflow and activity creation, with a centralized dashboard for CSMs to manage their work, allows CSMs to spend their time on more valuable work
- Flexible health scoring based on many factors including quantifiable product use and subjective aspects like relationship status allows us to fine tune and focus our energy where it's needed most
- Ability to view rolled-up information on accounts that have multiple sub-accounts and see all relevant data within the 360 even for simple accounts, means less time searching and manually compiling data to get an overall view
- Every CTA requires a task to sync to SFDC, and sometimes the CTA and task are really the same thing (managing an escalation, for example)
- Reporting seems somewhat limited, including visualization - but could be our lack of maturity
- Logging activity from different places shows in different areas, tagged differently, and reported to SFDC differently. Means CSMs have to make a lot of decisions on where and how to log - leads to wasted time and inconsistency
- Using rules to create trigger notification to our CSMs around customer behavior changes while associating it with actionable tasks is easy and straightforward.
- Combined information from a single source makes preparing for customer Business Reviews quick and scalable.
- Improved agility with product and bug releases would be huge.
- Better project management abilities for large scale projects with customers would be a big win.
- Sponsor tracking
- Call to actions
- Usage data
- Ease of integration with different sources of information.
- The C360 page is a charm! You can add multiple sections with dashboards on it. The Usage section is really powerful and helps combine metrics from different domains into one section, where it becomes very easy to track the trend of usage metrics. The 'normalize' option is an added advantage to track the percentage changes over time.
- The report builder is very easy to use.
- There are limitations on email outreaches like no support for tabular reports, limitation of 5 reports on an email template etc. Also, there is a lack of functionality to not trigger an email outreach if none of the reports on the email have data. There are times when the recipients get email that has nothing to track.
- Report builder is pretty simple to use but lacks the functionality to handle a bit complex computations.
- The reports don't allow end users to build aggregates on the fly. For example, a generic daily report needs to be seen rolled-up to monthly, quarterly or yearly views, based on a user's preference. The way it works today is that it requires the developers to design different aggregated views of the same report, so you end up cluttering the dashboard with just different views of the same data.
- The global dashboard doesn't allow adding reports that are built on data sources from different domains - meaning, you can add a MDA report and a SFDC report on the same dashboard.
- Pulls together customer information from Salesforce into an easily digestible format and enables you to analyze additional customer data that resides outside of the Salesforce environment.
- Creates a focus around automatically calculated objective and subjective account health score metrics for a quick and accurate read on the accounts that require attention and strategic prioritization.
- Focuses your teams on strategic account planning based on the customer's objectives, needs, and challenges.
- Provides "Calls to Action" (CTAs) that automatically bring to your attention issues, risks and challenges to enable better proactive resolution.
- Gainsight as a company lives, embodies and exemplifies the concept of customer success like very few companies in the world. Their level of support, engagement and absolute trusted partnership is unrivaled.
- Professional services that totally understand our needs and requirements and expertly guide us to success.
- The contacts in the Sponsor tracking tile should be able to be maneuvered into an org-chart configuration.
- Gainsight provides an aesthetically pleasing view of relevant information for all of my accounts. 360 pulls in data from salesforce that I can review quickly, and access easily.
- Timeline in particular has been very useful for my team. The ability to search, pull in contacts, and organize each client interaction has been very helpful. We are looking forward to the enhancement which includes task lists on timeline.
- Success Plans have been...HUGE. It's a way for account management & strategic accounts to work together on a client's success - and create a specific plan to get there.
- Gainsight in itself is glitchy. It has a general slowness which is frustrating, and a lot of times we have to use different browsers to access certain parts of it because they simply won't open or throws errors.
- While we love the success plans- we wish that the feature would be designed to be ever living (one success plan), and for the objectives in itself to be completed... the fact that success plans ideally should be completed doesn't really correlate with how strategic accounts manage their clients.
- I wish there was a way to limit certain playbooks by role. For example if I want to pull in a particular playbook for strategic accounts, I don't need to see playbooks that belong to account management... it just clutters up my view. I'd like to see playbooks that are approved for use in my particular role.
- Gainsight has allowed our Client Success team to manage our clients efficiently. The tool is key to managing our client life cycle from initial engagement, through implementation and Go Live phases, and following through to Renewal. Being able to trigger alerts as well as tasks for CSMs based on usage and on life cycle stage has been crucial.
- Customer support is great. The Support desk communicates frequently when working through submitted tickets and our Client Success Manager thinks outside the box when making strategic recommendations for our business.
- Next up is utilizing co-pilot to it's fullest so that we can better manage our low-touch clients.
- The rules engine is incredibly useful however, many times I need Support assistance with setting them up properly. I'm not sure how to make it more user friendly as it's a pretty technical tool, but I can dream.
- Accurate health scoring across our client base to manage escalations, track advocates, and give management better visibility
- Manage the tasks and workload of the CSMs day-to-day through the use of a mix of automated and manual triggers for Calls to Action
- Provide a central hub for client information, usage stats and CSM contact history (Timeline)
- Reduce the number of tools the CSMs were having to log-in to and use each day
- Gainsight is massively flexible and can be configured to do almost anything with the Rules Engine and being built on the Salesforce platform.
- The team at Gainsight is amazing, super helpful and will always make time to help improve and achieve the goals of the implementation.
- The community, documentation and support are all quite mature and provide a lot of resources to understand a complex system with many features.
- Along with the flexibility, the complexity of implementing and thus the learning curve is quite high.
- Some Admin functions could be made more user-friendly with some simple UI tweaks, for example changing 'Subtract N+7 days' to 'In the last week'.
- Could also use more consistency across the UI, for example sometimes you hit 'Save', other times you just close the window etc.
- Great visualization of Client Health across the entire customer base
- Highly flexible in Rule definition and customer segmentation
- Constant product innovation
- Requires a good amount of administration to take full advantage of all the capabilities
- Pricing model
- Where Salesforce data is available to trigger CTAs from, it does a nice job of scheduling tasks
- The C360 provides valuable, at a glance information
- Logging manual CTAs is a valuable activity tracking mechanism for us
- Overall slowness
- Cockpit is difficult to filter and navigate
- Configurability has been a challenge in areas of the application - we use manual CTAs heavily and the only date field available to our users to manipulate is the due date. We use this date field to represent the date the activity actually occurred. The delta between due date meaning for a manual CTA and a triggered CTA has presented significant reporting challenges and confusion for upper management.
- Sometimes impactful bugs really hinder our reporting capabilities. My entire department's metrics are based on closed CTAs, and when the close dates suddenly stop populating it is a real problem for us.
- Great at surveys, great at combining information from different places in order to give a full view. Automated CTAs are great for telling people when to do a task and knowing when they're not doing it.
- integration from 3rd party tools is not great. If it doesn't come from salesforce its painful.
- Sponsor Tracking - This is my favorite feature and keeps me in tune with organizational changes with my customers.
- NPS Surveys - This is vital for our support team.
- Customer Health - This is configurable to meet what measures health to us.
- Speed - Gainsight panels and data take a while to load.
- CTA based emails - Would love to be able to link CTAs to CoPilot to trigger emails or auto generate email lists based upon cta criteria such as usage drops or select user actions.
- Allowing for customized 'calls to action'
- Providing a lot of information about clients in one shared online platform
- Sitting on top of Salesforce so that all of the data can be seamlessly transfered
- More differentiation between 'calls to action' and timeline entries
- More options for fields in the subscription info
- Doesn't provide visibility to Salesforce users so there is a disconnect with the sales team
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|