Gainsight Reviews

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
370 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.5 out of 101

Do you work for this company?

TrustRadius Top Rated for 2019

Overall Rating

Reviewer's Company Size

Last Updated

By Topic

Industry

Department

Experience

Job Type

Role

Filtered By:

Reviews (1-11 of 11)

Ben Michael profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Usability

8
Gainsight is extremely powerful. That power creates complexity. At the point we are at now, we are comfortable with the tool and we get it. However, it is not easy to grasp at the get go. Even some new features take us time to understand. But as I said, the function and power of the tool are immense and that good outweighs anything that is too complex.
Read Ben Michael's full review
Colin Burns profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Usability

7
Creating reporting is very, very cumbersome and slow. And creating on-the-fly Cockpit actions are a bit slow and tough to use. The concept of Gainsight is amazing, but they are still improving when it comes to making it very fast, scaleable, and usable for large installs.
Read Colin Burns's full review
Vinny Poliseno profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Usability

8
Using the tool I don't think is very difficult. I do think there is a major learning cover to support and stand the tool up. There is a lot to learn when first getting started with MDA tables and rules. But once you get one or two under your belt they are very repeatable and easy to use.
Read Vinny Poliseno's full review
Beth Power, MBA, CSM, SA profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Usability

8
Most features are very intuitive and simple to use, but some are not. The core functions for a CSM are very usable, and since that is the majority of our usage the score bumped up. I would love to see improvements in CoPilot and Reporting overall.
The general UI look and feel is modern and pleasing, and the visualizations are clear and helpful.
Read Beth Power, MBA, CSM, SA's full review

Feature Scorecard Summary

Role-based user permissions (150)
7.8
API (108)
8.0
Integration with Salesforce.com (187)
9.1
Integration with Marketo (47)
7.6
Integration with Eloqua (18)
7.2
Product usage (180)
8.6
Help desk / support tickets (152)
8.2
NPS surveys (155)
9.3
Sponsor tracking (147)
7.6
Customer profiles (178)
9.2
Automated workflow (192)
8.3
Internal collaboration (179)
8.2
Customer health scoring (192)
9.3
Customer segmentation (164)
9.0
Customer health trends (181)
9.1
Engagement analytics (160)
8.7
Revenue forecasting (100)
8.5
Dashboards (194)
8.7

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