Reviews (1-25 of 178)
Review: "Gainsight helps us know when our customers need help before our customers know they need help"
- Customer health score, which basically models how well your customers understand, and drive value, from your product.
- CTAs, which you can trigger to your CS team in order to help them proactively reach out.
- MDA, which flattens your objects across Salesforce, Marketo, Mixpanel....etc and let's you create rules (or flows) to trigger different events and field updates.
- The user interface needs some work, for example, when you're creating a rule, sometimes you hit "next", but sometimes you have to click on the next number in order to progress. It's a bit wonky.
- Maybe create out of the box reports that can help admins show the value of GS with the exec team.
What I like:
What needs work:
- Rules engine & Journey Orchestrator are great
- UI is easy on the eyes
- Dynamic reports are helpful
- Error messages are actionable
- Bringing in data from our product is working well
- 360 takes too long to load.
- Journey Orchestra has to be cloned and can't be edited once created. would be easier to be able to make edits in existing programs.
- would like to add a new Customer Status in addition to active, inactive, churn.
- Tracking customer health and adoption and assessing customer risk
- Communicating effectively to your customer base at a large scale
- Creating success plans for each individual customer
- The relationships module is not fully developed and has not worked well for our organization
- Reporting is powerful but can be a little clunky at times
- Mass email communication had issues early on, but most have been fixed at this point
- Overall customer health scoring and tracking
- NPS and CSAT surveys and reporting
- Call to Action (CTA) Automation
- Configuration can be tricky with self-service
- Reporting and insights could be more advanced
- Roll up reports across the entire organization to glean insights that can be sent to other departments.
- Track and triage big moments in a customer lifecycle.
- Create tasks for Success Managers to mitigate a customer heading down the path of churn.
- The Reporting module is only intuitive if you have extensive training on it, not even for someone who works in the SaaS space or is a heavy user.
- Creating manual tasks within CTAs can be very time consuming. It is best if everything rolls of a Playbook.
- The email notifications come in - at best - a daily digest.
- Not the best for an account planning scenario; tends to be best around reactive situations that you'll face with a customer.
- Great for managing a large team with a lot of customers; handles scale very, very well.
- Email notifications aren't ideal for on-the-spot activity, that day.
- Communication: Gainsight makes it really easy to track emails sent through the system in one place.
- Process: We can hold our people accountable with CTAs.
- Survey/NPS: Gainsight makes it really easy to create/track surveys. We never really surveyed our clients like this and it's nice how it is tied to each account.
- Health Score Cards: We're able to set up parameters on what is a "healthy" client, which is very helpful.
- Journey Orchestrator: The UI for creating emails is painful and very outdated.
- The cockpit function which uses the "Call to Action" function is really useful in ensuring we track engagement with all our clients
- The health scores are useful to identify potential churns and we can take remedial actions to address them before the renewal date
- The newly added timeline feature is useful for tracking key activities with clients
- For the timeline feature, I wish there was a easy way to download a single report highlighting the key activities done with each client
- All customer data in one place
- Strong rules engine to automate stuff e.g. tech touch management
- Easy administration
- Good interface with Salesforce as CRM system
- Some standard objects/functions are to static e.g. NPS feature - but you can always create your own views
- No interface with other survey tool, but I heard this is on the roadmap
- Sally Slack bot seems to be useless, at least for us. You get a faster summary by using C360 view
Predominately addresses issues with Customer Success teams and Sales through Salesforce.
- Data issues
- Customer Engagement
- @ Risk Accounts
- Level of engagement
- Prepares me from an executive perspective when I am about to enter into a client meeting and I can pull up the history on my mobile app. Everything including history is at my fingertips.
- Dashboards that allow me to see what is going on in my portfolio and allows me to be proactive and get out of the rat race.
- Share information internally and externally to hold everyone accountable and maintain transparency.
- Success plans can be more pleasing to the eyes and user intuitive.
- Email automation - however we are receiving this in the next month and am excited to leverage it with timelines!
- Being able to enter CSM assessment from the timeline and show real time in the scorecard. I believe it is coming soon!
- Great at integrating data sources and creating dashboards and C360 pages to view information
- Automating customer outreach and customer communication
- Enables proactive outreach and responses to positive or negative trends in usage, support or financial data.
- The ability to create joins between data tables (MDA) could be better, today it requires rules to supplement data
- There are numerous ways to implement Gainsight objects, takes some learning to know which way will work best
- If you're managing relationships with between 25 and thousands of customers, Gainsight offers the tools to have insight into those customers and ensure you're given them the attention they need.
- However if your SFDC or CRM system and other data sources are poorly managed, Gainsight won't fix those issues, they need to be sorted out before starting the GS implementation.
- Bionic Rule Capabilities -- Rules engine is extremely powerful. The way I look at it is as if it's a bonafide ETL tool living inside a workflow management tool. Through rules you can put together powerful queries that really makes your workflow management great.
- C360 -- Gainsight excels at being able to bring in all sorts of data into one place.
- Call to actions - Through the rules engine call to actions can be incredibly specific so we can target any point of the customer lifecycle with strategic ctas based off our data.
- I think that reporting functionality is getting there. Inline calculations would be a huge improvement. Filtering on Aggregated fields also would be nice.
- I think being unable to edit programs once they are on is very concerning. Why can't participants be brought in under some sort of logic, then we can edit and tweak as we iterate upon our first program?
- Derived a customer health score. Helps give visibility into every account in one place.
- Pushes Proactive Calls to actions to the appropriate people to act one.
- Pushes tech touch automation based on triggered events for the "long tail" customer segment.
- The rule writing is not super intuitive. Would be nice to have it more of a click build that did not require so much technological administration of the tool.
- Pulling in the basic customer data, and deriving a basic heath score should be more out of the box and simple to do so that customers can get value quicker without having to get services involved.
- More and more prescriptive. They've invested a metric ton in a body of content that you can leverage inside your business to evangelize customer success as a stand-alone domain.
- Forgiving services model. While structured around an SOW, they're flexible and focused on success.
- Community. It's rare to see a company their size spend so much time on events, but it's a rewarding investment on their part and your part - you do meet and learn from the people who are good at this, and they do a great job facilitating.
- Prescriptive business applications ecosystem. A point of view here, and content around that, would be a huge win.
- Prescriptive career tracks. Given customer success is a new domain, a lot of the first generation came out of customer service. The new generation is coming from other places, and forging that ground is hard solo.
- 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
Review: "Benefits and Opportunities for Improvement with Gainsight for an On-prem Multi-product Company"
- 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
- Gainsight makes reporting from various data sources very easy and intuitive. It is easy to generate reports on-the-fly and add visualization before publishing to a Dashboard. It is also easy to re-arrange data to make it faster to create reports or generate contact lists to use for outreaches.
- The Rules Engine is a powerful tool for generating Calls to Action as well as being able to update fields on account records.
- The Program function in Journey Orchestrator allows us to send a variety of email communications especially with multiple message variants and if we need to send follow-up emails automatically or create a Call to Action for the CSM.
- The shareable functions of Gainsight - Share 360, Success Plans - are really great features for being able to provide additional value to customers and provide them insights into their account and usage.
- Timeline is so much more robust than creating activities or tasks just within CRM. Timeline provides a way to track meetings and other events, add multiple participants, and even create follow-up tasks (CTAs).
- The Support from Gainsight as well as the Community has been very important to helping us get the result we want quickly.
- It would be helpful to have more integration with email and calendar applications so that email could be sent from within Gainsight from any email within Email Assist (CTAs), or CSM calendars could sync to the Timeline function on the C360 view.
- Reporting is a great feature but it could be more aligned with how we can build datasets within Rules Engine or Program queries (bionic), allowing us to combine data from different sources without having to create a new data table to query.
- Folders, folders, folders - we build a lot of email templates, outreaches, and rules, and there is currently no way to organize these so it just becomes a giant list that has be queried to find the one item you want to work with.
In other areas, Gainsight can be harder for users to adopt if they are used to different workflows like working from support cases or direct email. It also doesn't have much machine learning that would increase the ability to automate workflows. If your product isn't true SaaS you can't make as much use of some of the areas of Gainsight that work well with usage data. Gainsight is also good for workflows that produce an output - an email, a survey, etc. - but not as good with taking inputs from customers.
- 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
- Ability to create strategic dashboards
- Centralisation for accounts and a link with Salesforce
- Reporting ability
- Sometimes it appears a bit clunky - not sure if it is the volume of information or it's our system at fault
Once you get into this program you may find that the number of users that require licenses increases and you need to make sure you have thought this through in the beginning.
- 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
- Process automation
- Email automation
- Mass communications to current customers
- Deliverable organization & reporting
- Mass email automation. We have been able to better scale our business , while still engaging with customers, through the use of Gainsight.
- Process automation. I have been able to stay on top of our data and and efficiency goals via the use of Gainsight. We have also been able to add and improve some of our offerings via the capabilities of Gainsight.
- Documentation. They have improved in the volume of documentation recently, but the search-ability and usability is still lacking. I know the features are there, but it is sometimes difficult to understand how to use them.
- Product Usability. Again, like documentation, the product is immense. I just wish it was more naturally intuitive. I like to compare software to the Apple platform. They are the pinnacle of user-friendly. I think Gainsight could learn a lot about the simple, yet powerful, framework of software like Apple's.
Gainsight operationalizes the customer experience consistently across the Ceridian North American customer base. Customer success resources proactively engage customers based on calls to action from Gainsight. It also captures the “pulse” of the customer to objectively reflect a customer status assessment based on a large variety of factors. This information allows Ceridian to take the right action to deeply engage customers and correct situations that need special attention. Unlike reactionary support solutions, Gainsight is used proactively to keep customers successful before they go “off track”.
Gainsight is a critical component to the company technology stack that drives the activities of the award-winning Ceridian XOXO Customer Success program activities. It draws from Salesforce and many other systems to distill critical information for the users and management about the Ceridian Customer base. It also feeds other solutions with the real-time customer sentiment so they can be engaged accordingly.
Without the scalable operationalization of the CX NPS will suffer. Gainsight allows team members to deliver a consistent great CX!
- Gainsight provides a large team with a consistent playbook of tasks that result in a consistent operationalized customer experience. IF an organization is seeking the same high quality experience for customers from Toronto to Tempe they will appreciate the calls to action that present tasks for their team members and the dashboards that allow the team management to have insight into the programs success.
- Along with a phenomenal product, the Gainsight team members are great business partners for success. From the regular meetings to share best practices to the partnering to integrate their solution with others, they are great business partners.
- Gainsight delivers on its product road map. If you have an opportunity, watch a Karl Rumelhart product road map presentation to see the direction of Customer Success!
- I'd recommend new Gainsight users keep initial configurations simple to allow focus and faster ROI. Many users, my own instance included can grow quickly to try to accomplish too much. Controlled quality growth, and product configuration scope, would be a good mantra to keep in mind.
Gainsight is the keystone solution for a customer-centric SaaS organization looking to proactively operationalize the engagement of a team of Customer Success Managers, Sellers, Support people, and other customer-facing resources. Insights into recurring revenue should be objectively based on objective customer data. Gainsight provides the insight along with the suggested tasks that will secure greater revenue retention.
- Health Score 2.0 - being able to bring in data points from different technologies to gauge health of a customer and of our customer base
- CS360 - A consolidated view into all important areas of an account - from contract details to health to usage stats
- Timeline - Finally one place to capture notes pertaining to an account/customer.
- Maintaining integrations, it can be tricky to pinpoint where an issue may lay (within the data coming in, within Gainsight, etc)
- It would be great to have warnings - like say if a SFDC admin changes a field that we bring into Gainsight that could potentially break something - it would be nice to have a warning email notification
- Gainsight does an excellent job of listening to product feedback given through their Community, implementing those changes when they determine they are a need for many customers, and then informing users that the changes have been implemented.
- Gainsight is an excellent tool for automating lifecycle communications with customers while still maintaining a personalized touch, thereby allowing us to scale our operations.
- Gainsight has a good lineup of integration options to allow us to bring all of our customer data into one place to have a unified customer record.
- Gainsight could do a better job of allowing for one-off exceptions. It does a great job of helping to address the needs of the majority of our customers, but when one customer's needs create a special use case, it is rather difficult to make adjustments for that one customer.
- Editing programs created through the Journey Orchestrator is very difficult. Sometimes we need to make a small change to the criteria of a program after we have already started running it, but we can't do this without ending the program, cloning it, and starting an entirely new program.
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.
Based on a per user/per month model.
Gainsight Customer Size Distribution
|Small Businesses (1-50 employees)||10%|
|Mid-Size Companies (51-500 employees)||60%|
|Enterprises (> 500 employees)||30%|
Gainsight Support Options
|Free Version||Paid Version|
|Video Tutorials / Webinar|
Gainsight Technical Details
|Mobile Application:||Apple iOS, Android|