Gainsight Reviews

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379 Ratings
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Score 8.5 out of 100

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Reviews (126-137 of 137)

Anonymous | TrustRadius Reviewer
March 14, 2017

Implementation Takes Time

Score 7 out of 10
Vetted Review
Verified User
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Alternatives Considered

I was not part of the purchase experience.

We use Salesforce which is somewhat similar in the fact that it has dashboards and reporting. I'm able to do a lot more in Salesforce without having to invovle the Salesforce admin. It's more empowering at this time.
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Anonymous | TrustRadius Reviewer
May 12, 2016

So far, so good!

Score 7 out of 10
Vetted Review
Verified User
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Alternatives Considered

We also evaluated Totango and Intercomm before choosing Gainsight, as we had a marketing-first use case. While both of the other tools were great, we felt each required us to pay for key functionality we would never use (Intercomm's in-app functionality and Totango's one-to-few customer success platform). Gainsight allowed us to purchase Copilot in isolation.
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Anonymous | TrustRadius Reviewer
February 22, 2016

Gainsight Review

Score 9 out of 10
Vetted Review
Verified User
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Alternatives Considered

My team did some light evaluations of some other solutions, which seemed to focus more on analytics, versus CSM workflow. Because we have large customers and a higher touch model, Gainsight seemed to be a better fit.
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Anonymous | TrustRadius Reviewer
January 08, 2016

One Way to Gain some Insight on your customers

Score 9 out of 10
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Verified User
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Alternatives Considered

We are a SFDC customer, so it was a much more natural fit than the other choices. Gainsight, at the time, appears to have a larger part of the CSM market space/leader. They seem to be 6-9 months ahead of the other tools / companies in terms of maturity.
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Feature Scorecard Summary

Role-based user permissions (156)
8.4
API (112)
8.5
Integration with Salesforce.com (193)
8.2
Integration with Marketo (48)
7.3
Integration with Eloqua (19)
7.2
Product usage (186)
8.6
Help desk / support tickets (157)
8.6
NPS surveys (159)
8.6
Sponsor tracking (152)
7.2
Customer profiles (185)
8.7
Automated workflow (199)
8.4
Internal collaboration (186)
8.2
Customer health scoring (199)
9.0
Customer segmentation (169)
8.7
Customer health trends (186)
8.9
Engagement analytics (165)
8.9
Revenue forecasting (105)
8.7
Dashboards (201)
8.8

About Gainsight

Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses to put the customer at the center of everything they do. The vendor states that companies that use Gainsight grow net retention by up to 33 percent. Learn how leading companies like Okta, SAP Concur, and Box use Gainsight at www.gainsight.com.

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 feature360 Customer View
Has featureCockpit
Has featureTimeline
Has featureSuccess Plan
Has featureIn-product best practices library of resources

Gainsight Screenshots

Gainsight Integrations

HubSpot, Oracle CRM, SAP CRM, NetSuite, Zoho CRM, Pipedrive, Slack, SurveyMonkey, Segment, Mixpanel, Google Analytics, Zendesk, G2, Clarizen, Influitive, Learndot, Dell Boomi, MindTouch, Salesforce, Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), Infor, Sugar CRM, Tableau, Outlook, Gmail, Azugua, Point of Reference, RO Innovation, Salesforce Pardot, CaliberMind, HelpDocs, Electron

Gainsight Competitors

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 Support Options

 Paid Version
Phone
Live Chat
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

Gainsight Technical Details

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