Gainsight Reviews

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Score 8.4 out of 101

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Cason Green profile photo
Score 10 out of 10
Vetted Review
Verified User
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Pros and Cons

  • Gainsight is a thought leader in customer success and therefore has built the functionality of the tool to reflect best practices.
  • For leadership, Gainsight is a great tool to be able to scale a success organization. For example, we are able to create standardized processes or activities for CSMs, and then we can execute on those things via Gainsight as the system of record.
  • For CSMs, Gainsight helps them manager their day. Things do not slip through the cracks, and the tool proactively helps them manager their account load.
  • Speed of the tool - several CSMs complain it takes too long to move around in the platform. We have an open ticket and are optimistic there is a fix vs. it being an inherent issue in the tool.
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Meredith Giersch profile photo
Score 9 out of 10
Vetted Review
Verified User
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Pros and Cons

  • Offers a single place for CSMs to enter all notes and success plans so that everyone across the organization can access that information - key for knowledge capture and transfer
  • Allows leadership / management to roll up the health of their accounts / portfolios and sort by various health factors
  • Timeline becomes a mass chaos especially for high engagement / touch accounts - it lacks the ability to reference various objectives / initiatives. A CSM will regularly talk to a customer on one status call about 4 objectives / initiatives, but we can't ask them to click between 4 objectives / initiatives while in one call.
  • There's a lack of sufficient hierarchy in success plans for what we need to do in the high touch enterprise space.
  • The user experience for Success Criteria is poor - the current functionality limits us from building a "value log" of the benefits a customer is receiving from our software and services.
  • Cockpit is a nightmare - it's a massive list and not intuitive to search / filter / query.
Read Meredith Giersch's full review
Mike Hilverda profile photo
Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • The layout is intuitive and easy to customize what data you want to display.
  • Easy to assign different plays as needed.
  • Insights can be gained at a glance by outside users within the organization.
  • Very customizable but it takes a long time to configure things to a useable level for us.
  • The email automation has to be connected to particular playbooks which limits how much we can use it.
  • Movement within the app is a little slower than I would like.
Read Mike Hilverda's full review
Ibrahim Ijaz profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Ease of note-taking/activity updates for customers; being able to assign action items directly within the platform.
  • Surveys with in-box NPS features. Surveys are very easy to create and choose contact lists from, and very straight-forward to configure.
  • Configurability by an administrator to make Gainsight beneficial not just to a CS organization, but for cross-functional players as well.
  • Connectors between Gainsight and s3 can be a little iffy sometimes and cause false ingest failures.
  • More configuration for alerts when CTA's get triggered. It could be more in-depth for specific CTA Types/Reason codes etc.
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Sacha Laskow profile photo
Score 9 out of 10
Vetted Review
Verified User
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Pros and Cons

  • Gainsight is massively flexible and can be configured to do almost anything with the Rules Engine and being built on the Salesforce platform.
  • The team at Gainsight is amazing, super helpful and will always make time to help improve and achieve the goals of the implementation.
  • The community, documentation and support are all quite mature and provide a lot of resources to understand a complex system with many features.
  • Along with the flexibility, the complexity of implementing and thus the learning curve is quite high.
  • Some Admin functions could be made more user-friendly with some simple UI tweaks, for example changing 'Subtract N+7 days' to 'In the last week'.
  • Could also use more consistency across the UI, for example sometimes you hit 'Save', other times you just close the window etc.
Read Sacha Laskow's full review
No photo available
Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Charting/graphing/reporting - lots of options to create visualizations.
  • Report Builder function - again, many options to choose from, relatively easy to use and quick to see output.
  • Logical and pleasing UI - easy to follow and find what you're looking for.
  • Playbook creation from template was a bit complicated and not easy to understand - more robust capability and better documentation of the feature would be useful.
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No photo available
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • C360 page: all the information about a customer is one place that is easy to read and customize as needed. Allows CSMs to prep for calls within minutes as well bring other team members up to speed quickly.
  • Timeline: quick and easy way to create, search and edit notes about the customer. These are easy to share with other teams and create different categories for quick searching and reporting.
  • Sally bot: a quick and easy way to get customer information without navigating Gainsight. Great to use on the go, especially through the Slack bot and new Gainsight app.
  • Reporting is good, but remains confusing and requires an admin to really navigate instead of end users being able to use
  • Sharing: getting other teams access to the C360 page has been difficult without a full license.
  • Journey Orchestrator can handle most emails, but the HTML functionality could be easier to navigate.
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No photo available
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Gainsight is easy to integrate with other systems and allow flow of important data to and from the system. This allows us to report key metrics to business stakeholders as well as proactively gives our CSM team important information related to their customers that allows them to make strategic business decisions.
  • Customization of Gainsight makes it easy to tailor the information that different people need to see in various forms (Reporting/dashboards etc.). The interface is clean and easy to navigate.
  • It can still be tricky to get certain data into Gainsight that the team needs in order to do their jobs properly in the appropriate format. Requires manual intervention from our Customer Success Ops Manager.
  • While it allows for task managment and information storage on the account level, it would be great if we could have a team-level view where certain activities/metrics could be leveraged from an internal team standpoint.
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No photo available
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • C360 - Account dashboard providing the complete health of a customer
  • CTAs - Call to action triggers on customers relevant to a particular situation during the lifecycle or a risk arising in the client journey.
  • Success Plans - Build a consolidated program based on tasks to make a clients journey successful
  • Configuration of the tool can be tricky and not so obvious.
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No photo available
October 22, 2019

Good CS Platform

Score 9 out of 10
Vetted Review
Verified User
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Pros and Cons

  • Reporting
  • Automation
  • Customer Insights
  • Reporting across multiple objects in SFDC
  • Ease of automated processes
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No photo available
Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Timeline - love that you can see all of the activities that happen on an account in sequence. This has been extremely helpful as we onboard new folks into new portfolios.
  • CTAs - when dealing with clients there are so many things you need to track or deliver upon. When we were able to get our teams to fully utilize CTAs and Cockpit. It has changed how they manage their accounts for the better.
  • Success Plans - in full transparency we're not using these currently but we're about to start. We plan to use these internally as account plans and then also externally with our clients (joint strategic plans).
  • Onboarding - since we were an early adopter we weren't properly on-boarded because they hadn't built out a process. This is no longer a con because I've heard from other colleagues who have implemented Gainsight somewhere else and they were properly on-boarded.
  • They're growing so fast that people are moving all over the place. We feel like we've had to help train their team on our implementation and our overall needs.
  • More frequent engagement with our account team.
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No photo available
Score 9 out of 10
Vetted Review
Verified User
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Pros and Cons

  • Allowing for customized 'calls to action'
  • Providing a lot of information about clients in one shared online platform
  • Sitting on top of Salesforce so that all of the data can be seamlessly transfered
  • More differentiation between 'calls to action' and timeline entries
  • More options for fields in the subscription info
  • Doesn't provide visibility to Salesforce users so there is a disconnect with the sales team
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No photo available
August 16, 2019

Timeline Lifeline

Score 9 out of 10
Vetted Review
Verified User
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Pros and Cons

  • Effective communication logging through the Timeline feature has drastically changed our visibility into engagement activities and cross-collaboration among teams.
  • Success Plans have helped us have laser focus action plans and tracking for implementation of onboarding needs.
  • Pro-active data-driven CTAs for Customer Success Managers enable the team to get in front of potential risk and help turn things around before it's too late.
  • Reports and dashboards could be made more robust, I often feel stuck with the current layout and design options.
  • Formatting of text in emails or input fields is a bit clunky and often times gets out of whack requiring additional time to correct.
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No photo available
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Quickly deliver mid-level client insights.
  • Generate tasks for users based on client events.
  • More customization on a user-by-user level.
  • Easier tools for building reports.
  • More reliable rules engines means reports are less likely to fail.
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No photo available
August 14, 2019

Gainsight is Gold

Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Admins can create reports easier in Gainsight than they can in SFDC -- the ability to spin up ad-hoc reports is critical, and the ability to do this easily is wonderful.
  • My Customer Outcomes Manager at Gainsight is incredibly reliable, and responds promptly.
  • The features that Gainsight focuses on releasing/creating bring value, and resonate well with CS teams.
  • Though it can do a lot, sometimes the execution of something is extremely technical and requires a lot of steps-- thank goodness for my COM!
  • More help articles would not hurt.
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No photo available
Score 9 out of 10
Vetted Review
Verified User
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Pros and Cons

  • Customer source of truth: the C360 view of the customer is unparalleled. It gives our CSMs a true view of everything going on with the account in one place. Getting ready for client meetings is much easier when there's only one place you need to look!
  • Salesforce Integration: if you're using SFDC as your CRM, Gainsight is a no brainer! Our sales organization has a quick view of what's going on with the customer in the widget and on the other end, our CSMs have a view of what's going on in terms of expansions via opportunity records surfaced in the C360.
  • Information Surfacing: Gainsight is great at surfacing the information you need in a JIT fashion via CTAs & linked objects.
  • Zendesk Integration: Zendesk integration is extremely rigid and hard to customize. We have struggled to properly surface our customer support tickets in Gainsight.
  • Release communications: I've been caught off guard by pages totally redone with no warning and no explanation of the new workflows of those pages (particularly in Administration).
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✔Robert Riegel profile photo
Score 9 out of 10
Vetted Review
Verified User
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Pros and Cons

  • Customer health score, which basically models how well your customers understand, and drive value, from your product.
  • CTAs, which you can trigger to your CS team in order to help them proactively reach out.
  • MDA, which flattens your objects across Salesforce, Marketo, Mixpanel....etc and let's you create rules (or flows) to trigger different events and field updates.
  • The user interface needs some work, for example, when you're creating a rule, sometimes you hit "next", but sometimes you have to click on the next number in order to progress. It's a bit wonky.
  • Maybe create out of the box reports that can help admins show the value of GS with the exec team.
Read ✔Robert Riegel's full review
John Johnson profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Gainsight has an intuitive UI
  • Gainsight pairs beautifully with Salesforce
  • The Task Activity on timeline allows for efficient task management and leadership visibility on customer engagement
  • Missing a key integration to Outlook Calendars for Meetings displayed in Cockpit (or calendar function in GS)
  • Data integrations can be pricey
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Ashley Phelps profile photo
Score 9 out of 10
Vetted Review
Verified User
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Pros and Cons

  • The timeline is great for having one place for everyone to log notes/emails/calls/important milestones in a customer's lifecycle.
  • Creating rules to generate calls to action.
  • Fantastic reporting.
  • NPS Surveys.
  • Creating Rules in the Rules Engine is complicated.
  • Being able to edit someone else's Gainsight timeline log.
  • Reporting on internal/external attendees on a timeline activity.
Read Ashley Phelps's full review
John Applebaugh profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Gainsight makes reporting from various data sources very easy and intuitive. It is easy to generate reports on-the-fly and add visualization before publishing to a Dashboard. It is also easy to re-arrange data to make it faster to create reports or generate contact lists to use for outreaches.
  • The Rules Engine is a powerful tool for generating Calls to Action as well as being able to update fields on account records.
  • The Program function in Journey Orchestrator allows us to send a variety of email communications especially with multiple message variants and if we need to send follow-up emails automatically or create a Call to Action for the CSM.
  • The shareable functions of Gainsight - Share 360, Success Plans - are really great features for being able to provide additional value to customers and provide them insights into their account and usage.
  • Timeline is so much more robust than creating activities or tasks just within CRM. Timeline provides a way to track meetings and other events, add multiple participants, and even create follow-up tasks (CTAs).
  • The Support from Gainsight as well as the Community has been very important to helping us get the result we want quickly.
  • It would be helpful to have more integration with email and calendar applications so that email could be sent from within Gainsight from any email within Email Assist (CTAs), or CSM calendars could sync to the Timeline function on the C360 view.
  • Reporting is a great feature but it could be more aligned with how we can build datasets within Rules Engine or Program queries (bionic), allowing us to combine data from different sources without having to create a new data table to query.
  • Folders, folders, folders - we build a lot of email templates, outreaches, and rules, and there is currently no way to organize these so it just becomes a giant list that has be queried to find the one item you want to work with.
Read John Applebaugh's full review
Ben Michael profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Mass email automation. We have been able to better scale our business , while still engaging with customers, through the use of Gainsight.
  • Process automation. I have been able to stay on top of our data and and efficiency goals via the use of Gainsight. We have also been able to add and improve some of our offerings via the capabilities of Gainsight.
  • Documentation. They have improved in the volume of documentation recently, but the search-ability and usability is still lacking. I know the features are there, but it is sometimes difficult to understand how to use them.
  • Product Usability. Again, like documentation, the product is immense. I just wish it was more naturally intuitive. I like to compare software to the Apple platform. They are the pinnacle of user-friendly. I think Gainsight could learn a lot about the simple, yet powerful, framework of software like Apple's.
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Carlos Gonzalez profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Gainsight provides a large team with a consistent playbook of tasks that result in a consistent operationalized customer experience. IF an organization is seeking the same high quality experience for customers from Toronto to Tempe they will appreciate the calls to action that present tasks for their team members and the dashboards that allow the team management to have insight into the programs success.
  • Along with a phenomenal product, the Gainsight team members are great business partners for success. From the regular meetings to share best practices to the partnering to integrate their solution with others, they are great business partners.
  • Gainsight delivers on its product road map. If you have an opportunity, watch a Karl Rumelhart product road map presentation to see the direction of Customer Success!
  • I'd recommend new Gainsight users keep initial configurations simple to allow focus and faster ROI. Many users, my own instance included can grow quickly to try to accomplish too much. Controlled quality growth, and product configuration scope, would be a good mantra to keep in mind.
Read Carlos Gonzalez's full review
Penny Ashley-Lawrence profile photo
Score 10 out of 10
Vetted Review
Verified User
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Pros and Cons

  • The genius behind Gainsight is the rules engine. We pump in the usage data, along with customer information and create "if this then that" rules. The rules are very powerful and I've yet to run into something that was not possible.
  • Gainsight offers a lot of flexibility in the creation of manual CTAs, and this allows us to use to track risk and service disruptions.
  • Gainsight is a powerful platform that integrates well with other tools we use or plan to use.
  • Gainsight is not an analytics tool, but it could be. Typically, I download reports and manipulate it myself.
  • I also wish non-admins had the power to create their own reports.
Read Penny Ashley-Lawrence'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)
8.1
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