Gainsight Reviews

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379 Ratings
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Score 8.5 out of 100

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Reviews (1-25 of 77)

Markus Melton | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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Impact of Data Connectors/Integrations

We push all our usage data into Gainsight using amazon s3 connector. It is pushed on a 2-hour interval basis, and from that, we currently aggregate the data within Gainsight. In a perfect world, we would like to have it be calculated outside of Gainsight for the data to be identical across the board. We also push our health score data into redshift, which is then reported on in other BI tools we use. It is a critical element in our workflow because this is the data that we base all our automated CTA's from. Without this, it would be tough to receive notifications about usage data regarding our customers.
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Meredith Giersch | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Impact of Data Connectors/Integrations

We're pumping in consumption analytics from PowerBI, account team info from SFDC, consulting info from Tenox. While we still need to go to those tools for details, at least CSMs have one place to start from.
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Mike Hilverda | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Impact of Data Connectors/Integrations

I have integrated Gainsight with Salesforce, Slack, Gmail, and SurveyMonkey. They have a great suite of integration options which work together well. Sometimes integrations feel very piecemeal and don't work as a unified whole, but with Gainsight it feels like your building a seamless tech solution that really creates efficiency.
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Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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Impact of Data Connectors/Integrations

Salesforce account data and product telemetry data are connected to Gainsight.

The amount of data being used for Gainsight is such that data updates can only be made weekly due to volume and processing time, as well as metric and health score calculation and validation efforts.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Impact of Data Connectors/Integrations

Salesforce is the primary software for the sales organization, and they are not using Gainsight. All of the support organizations see Salesforce through Gainsight. So we have occasional issues with sales not seeing the exact view as others. We have eliminated the majority of the pain points with the view discrepancy.
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Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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Impact of Data Connectors/Integrations

Data sources include our language-learning products/platforms, external surveys, email templates, and our Salesforce CRM

The data flowing to and from Salesforce is an absolute necessity for our client base information. We also track all client communications and meeting notes for our sales team's information. Our workforce is primarily remote so the collaboration is a vital part of our workday. The data flows from our products/platforms feed our health scores and drive CTAs for risk mitigation plans.
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Ibrahim Ijaz | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Impact of Data Connectors/Integrations

We push all our usage data into Gainsight using amazon s3 connector. It is pushed on a 2-hour interval basis, and from that we currently aggregate the data within Gainsight. In a perfect world, we would like to have it be calculated outside of Gainsight for the data to be identical across the board. We also push our health score data into redshift, which is then reported on in other BI tools we use. It is a key element in our workflow because this is the data that we base all our automated CTA's from. Without this, it would be very hard to receive notifications about usage data regarding our customers.
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Sacha Laskow | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Impact of Data Connectors/Integrations

Gainsight integrates with various tools at our organization including Salesforce, Outlook / email, Zendesk, as well as pulling custom usage data from our SaaS platform. We have started integrating the new Gainsight Px tool as well although that is still early in the process. Our next initiative is integrating Account management more tightly with Gainsight including creating Opportunities.
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John Johnson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Impact of Data Connectors/Integrations

We pull in data from Salesforce. We also connect with Eloqua for Joruney Orchestrator/marketing collaboration. We are evaluating an integration with Heap for data analytics as well as FinancialForce for project management collaboration and tracking
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Impact of Data Connectors/Integrations

Salesforce is the main data source we connect to. We have almost all of the Information in Gainsight in Salesforce. We are just building out a connection with Zendesk and Domo.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Impact of Data Connectors/Integrations

Zendesk - high level view of open tickets and impact customer account health

Mixpanel - aggregate data to create a standard set of reports for all customer accounts in the system. Removes the need to log into mixpanel to build a dashboard for each new customer account.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Impact of Data Connectors/Integrations

The tools that we have connected to Gainsight include an S3 Connector (from our data warehouse) and Salesforce. The data we collect from the product syncs over via S3, where we are able to manipulate the information in a way that highlights the most important details. Then, the data syncs from Gainsight over to the necessary fields in Salesforce for the entire company's usage.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Impact of Data Connectors/Integrations

We connect Gainsight with our own internal data sources as well as Zendesk and intercom. It is very helpful to have everything in one place so that we can understand customer health from a holistic view. It is still necessary at times to go out to the other platforms for more information, however, Gainsight is always the place I go first.
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Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Impact of Data Connectors/Integrations

The tech stack that we have is Salesforce, Mixpanel, and possibly Zendesk. It is so useful for our workflow-- our technology is based on social mentions, so when clients hit their limits, Gainsight triggers notifications which are crucial for good engagement.
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Feature Scorecard Summary

Role-based user permissions (156)
8.3
API (112)
8.4
Integration with Salesforce.com (193)
8.5
Integration with Marketo (48)
7.5
Integration with Eloqua (19)
7.3
Product usage (186)
8.6
Help desk / support tickets (157)
8.4
NPS surveys (159)
8.8
Sponsor tracking (152)
7.3
Customer profiles (185)
8.8
Automated workflow (199)
8.3
Internal collaboration (186)
8.1
Customer health scoring (199)
9.1
Customer segmentation (169)
8.8
Customer health trends (186)
9.0
Engagement analytics (165)
8.9
Revenue forecasting (105)
8.7
Dashboards (201)
8.8

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 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