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Gainsight CS

Gainsight CS

Overview

What is Gainsight CS?

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…

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Recent Reviews
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 18 features
  • Integration with Salesforce.com (204)
    7.9
    79%
  • Automated workflow (208)
    7.9
    79%
  • Customer health scoring (210)
    7.0
    70%
  • Dashboards (212)
    6.7
    67%

Reviewer Pros & Cons

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Pricing

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Subscription

$2,500

Cloud
Per Company Per Month

Entry-level set up fee?

  • Setup fee required
For the latest information on pricing, visithttps://www.gainsight.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Features

Security

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

7.1
Avg 8.6

Platform & Infrastructure

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

7.7
Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

6.8
Avg 8.6

Customer Success Management

Customer Success Management

6.3
Avg 8.2

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.2
Avg 8.1
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Product Details

What is Gainsight CS?

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 CS Features

Customer Data Extraction / Integration Features

  • Supported: Product usage
  • Supported: Help desk / support tickets
  • Supported: Online customer community
  • Supported: Billing
  • Supported: Marketing emails

Customer Success Management Features

  • Supported: NPS surveys
  • Supported: Sponsor tracking
  • Supported: Customer profiles
  • Supported: Automated workflow
  • Supported: Internal collaboration
  • Supported: Customer health scoring
  • Supported: Customer segmentation

CSM Reporting & Analytics Features

  • Supported: Customer health trends
  • Supported: Engagement analytics
  • Supported: Revenue forecasting
  • Supported: Dashboards
  • Supported: Customer lifetime value
  • Supported: Churn rate

Security Features

  • Supported: Role-based user permissions

Platform & Infrastructure Features

  • Supported: API
  • Supported: Integration with Salesforce.com
  • Supported: Integration with Marketo
  • Supported: Integration with Eloqua

Additional Features

  • Supported: 360 Customer View
  • Supported: Cockpit
  • Supported: Timeline
  • Supported: Success Plan
  • Supported: In-product best practices library of resources

Gainsight CS Screenshots

Screenshot of Get notified when your sponsor moves with our social media tracker - Sponsor TrackingScreenshot of Get more face time with your customers with 60 second videos - GsnapScreenshot of Automate Calls-to-Action on customer risks, opportunities and lifecycle events, better prioritize tasks with AI-driven priority scoring and follow a step-by-step playbook to deliver a consistent, best-in-class customer experience.Screenshot of Our collection of best practice-based solutions can be deployed within your Gainsight instance to help you move quickly and realize value fasterScreenshot of Design dynamic, multi-step customer journeys that blend human and digital touchpoints to deliver personalized engagement at scale. Analyze data at every step and adjust to each customer's behavior to more effectively deliver the outcomes your customers desire.Screenshot of Organize your team’s activities around your customer's key objectives. Collaborate directly with customer stakeholders to realize their desired outcomes and demonstrate how your efforts translate to results.Screenshot of Empower your team with a single source of truth for every customer. Consolidate data from multiple sources and design tailored 360 layouts for every stakeholder to see relevant data quickly and take action.Screenshot of A central location to automatically log correspondence, capture contextual information on person-to-person interactions, and easily understand a customer’s history.

Gainsight CS Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Security

Frequently Asked Questions

Totango, ChurnZero, and Strikedeck (discontinued) are common alternatives for Gainsight CS.

Reviewers rate Product usage highest, with a score of 8.5.

The most common users of Gainsight CS are from Mid-sized Companies (51-1,000 employees).

Gainsight CS Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)10%
Mid-Size Companies (51-500 employees)60%
Enterprises (more than 500 employees)30%
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Comparisons

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Reviews and Ratings

(446)

Attribute Ratings

Reviews

(51-75 of 76)
Companies can't remove reviews or game the system. Here's why
Carlos Gonzalez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Salesforce is tightly integrated with Gainsight to the point where our CSMs can spend a bulk of their time in Gainsight views without the need to go to SalesForce to complete what would be redundant tasks.
Influitive's AdvocateHub is the customer-facing portal that allows customers to review and accept or decline opportunities that are mutually beneficial to the customers and to Ceridian. Based on their actions and sentiment Gainsight triggers calls to action to engage the customer with the award-winning XOXO CX.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We have connected our internal customer record system to Gainsight, as well as Salesforce and our support ticketing system. We also have a system that monitors product usage that feeds into Gainsight. Gainsight sends information into our analytics tool that helps our analysts to understand what is going on with customers. Having the data all housed in Gainsight helps us to operate much more efficiently because we only need to go to one place to learn everything we need to know about a customer.
James Whitehead | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We integrate Gainsight with Salesforce and utilize both the Gainsight API and the S3 bucket for data ingest.

Right now we're still building out functionality, so system cross functionality is very limited.
Mark Peterson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Currently we only have Mixpanel connected to Gainsight. This has enabled us to capture data from how our customers are using our product and capture insights within SFDC/Gainsight to help empower the CSM team to better assist the customer. Mixpanel used to be used exclusively by our product team but now we have greater visibility.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We utilize Azuor to link Gainsight to our other platforms such as Service Now and another Salesforce instance. Gainsight just makes it easy to connect into other software progrms to get data - and upload wherever.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
The following external data sources are fed into Gainsight currently:

Support cases
Consumer CRM data
Financial status
Invoicing data
Customer (consumer) feedback data
Bespoke product data

Currently no systems receive specific Gainsight data.
Nanette Hartley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
No data sources currently loaded. We export to Tableau and Excel for further analysis. Since all data is manually uploaded at this point, we have a person on staff dedicated to this work.
Katie Baker | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
All of our Gainsight data current flows through Salesforce or is uploaded data from our software on customer usage, licenses, etc. We are also in the process of implementing Kimble (on the SFDC platform) for our time/services tracking so once that implementation is complete that data will be pulled in as well. It is nice to have a 'single source of truth' for most of our data so we can spend more time analyzing instead of fact checking to make sure what we are looking at is even accurate.
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