TrustRadius - Great for automationWe are currently using Gainsight for all levels of our customer journey. Gainsight and the outreaches/advanced outreaches have allowed us to scale via automation. It also allows us to deliver that "just in time" approach to provide resources. We are also using Gainsight for renewal automation as well.,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,9,7,With the system we have in place, this is becoming more important. We haven't started with executive dashboards yet, but, that will most likely change in the near future; especially if we move to slack and can leverage Sally.,We have used Gainsight to increase our NPS score via automated customer engagement. This also appears to be driving growth for existing customers for our SMB line. Our NPS has more than doubled over the last 12 months.,,Salesforce. Other data will be loaded via S3. Just about all of our workflows are based on data pulled from Salesforce.,30,3,Automation Customer Health Reporting,Automating renewals for Enterprise and SMB accounts Automating renewals of critical 3rd party products that our product relies on.,Automated QBR's,9,No,Don't know,5,Online training Self-taught,6,Not that easy. Time consuming.,7,Yes,Yes,No,5,,7Gainsight review from early impressionGainsight is being used to help us make our Customer Success and Support departments more efficient, and to help increase/maintain our high retention rate. We are using the survey functionality, as well as developing a customer Health Score that will help reduce the time to prepare for a call to the customer.,Their Pulse conference provides great information, while making it fun and allowing for time to network with peers. The flexibility of the platform can make it a bit overwhelming at first, but as you learn more, the flexibility allows for customization to fit many different orgs. The people at Gainsight are very helpful during the implementation process, and help hold you accountable to the goals that have been set during the sales process.,The support documentation is lacking in real-world examples, with enough data to help direct the user to the data in their own environment. It is sometimes very simplified and unhelpful. The rules engine could use a little more simplicity for simple tasks, while still offering full functionality in another section/pane/option expansion. We were not offered a demo of the product and when we inquired about that possibility, after we had purchased, we were told that requirement on our side would have needed to be addressed before the purchase. We are heavy Salesforce users and have many custom fields and workflows, that made this a bit concerning. Thankfully, we didn't run into any issues in the four months we have had the product.,9,We were prepared to spend a fair amount to use a survey tool, so simply saving that money was significant. The upcoming Co-pilot feature, being released this month, will help reduce time we will need to work with our Marketo team to distribute emails. As move to leverage the Health Score, it will help us define at-risk accounts faster, and help resolve issues and get the customer back on the right path.,,11 to 25 people,1,7,7,8,9,7
358 Ratings
Score 8.5 out of 101
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Gainsight Reviews

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358 Ratings
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Score 8.5 out of 101

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June 08, 2016

Gainsight review from early impression

Score 9 out of 10
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Online Training

The online videos are very good for basic tasks in the platform, but it isn't very descriptive or helpful trying to make your own specific variables fit the simple example that is typically used. Typically, I'll watch a video, try on my own and still have to get help from support or Customer Success team.
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Feature Scorecard Summary

Role-based user permissions (144)
API (104)
Integration with (181)
Integration with Marketo (45)
Integration with Eloqua (17)
Product usage (173)
Help desk / support tickets (147)
NPS surveys (150)
Sponsor tracking (143)
Customer profiles (173)
Automated workflow (187)
Internal collaboration (173)
Customer health scoring (186)
Customer segmentation (159)
Customer health trends (175)
Engagement analytics (155)
Revenue forecasting (97)
Dashboards (188)

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
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


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

Small Businesses (1-50 employees)
Mid-Size Companies (51-500 employees)
Enterprises (> 500 employees)

Gainsight Technical Details

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