Gainsight Reviews

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370 Ratings
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Score 8.5 out of 101

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TrustRadius Top Rated for 2019

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Reviews (1-25 of 119)

Mike Hilverda profile photo
Score 8 out of 10
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Verified User
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Support

10
I have only contacted Gainsight's support team a couple of times, but it was a solid experience each time. The team was responsive and the people I spoke with were very knowledgeable about the product. A sign of good support is how efficiently they move toward a solution. Gainsight didn't waste time emailing back and forth with one discovery question per email. They asked all of the right questions upfront so they could quickly get to a solution.
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Ibrahim Ijaz profile photo
Score 9 out of 10
Vetted Review
Verified User
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Support

10
Overall support for Gainsight is great. Asides from a dedicated Customer Success Manager, there are multiple ways of reaching out to them, which makes it super easy depending on the type of question you are trying to ask. They also have support forums where you can first check to see if any other users have encountered your issue in the past. The only thing is that you have to know that these options are available in order for you to fully utilize them (email, webchat).
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Sacha Laskow profile photo
Score 9 out of 10
Vetted Review
Verified User
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Support

8
There have been times my CSMs have not been as responsive or missed meetings / follow-ups; but, generally they are super helpful and the general technical support is excellent. Everyone is busy and I understand that, but they can work on being more organized or having smaller portfolios if they need to keep follow-ups from slipping through the cracks.
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John Johnson profile photo
Score 9 out of 10
Vetted Review
Verified User
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Support

8
Our CSM is knowledgeable and engaging. The support tickets are pretty well maintained and responses/resolutions are slightly above average. We have received great value from our implementation team during the current re-implementation effort.

So far we have been very happy with the customer success, customer support, solutions engineering, and projct management teams at Gainsight.
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Score 8 out of 10
Vetted Review
Verified User
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Support

7
The customer service is definitely responsive and will acknowledge requests, but sometimes the waits for resolution can be a bit long, and at times very long.
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Score 9 out of 10
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Support

10
The CSMs are very hands-on and helpful, both Elaine and Lane have provided a lot of guidance and value over the years. Support is responsive and will jump on things as needed. The thought leadership and community is probably the most valuable part of our support from Gainsight.
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October 22, 2019

Good CS Platform

Score 9 out of 10
Vetted Review
Verified User
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Support

10
Gainsight's support team may be the best support team that I've ever worked with. They are responsive, quick to understand the problem, and can usually provide a solution very quickly. While there are system limitations that the support team cannot always fix, there is a active community board that usually has some crowdsourced options for various problems.
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Score 9 out of 10
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Support

7
Most of the time the team are very good at being responsive, with the odd occasion I've had to send follow up emails for an update. The team are very good at explaining solutions to an issue and make great use of gifs and images to assist.
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Score 9 out of 10
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Support

10
I advocate for Gainsight because of their support team. The Outcomes Managers and Technical Support teams are top notch. I have worked with a handful of different solutions engineers when I had a problem I wanted to solve, and they assisted me in a timely and professional manner. I am a huge fan of Gainsight for the support they offer!
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Score 9 out of 10
Vetted Review
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Support

7
I have not had direct contact with Gainsight support so I cannot accurately provide an answer to this question. I have only had one interaction with a Gainsight customer success manager and it was not the best. The individual had some trouble understanding our questions and did not seem completely prepared.
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August 16, 2019

Timeline Lifeline

Score 9 out of 10
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Support

9
Support is pretty responsive when I need them and I find the knowledge base is helpful for self-service.
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August 14, 2019

Gainsight is Gold

Score 9 out of 10
Vetted Review
Verified User
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Support

9
Between my Customer Outcomes Manager and contacting their Support, I have always gotten prompt responses and leave the communication feeling like I know how to solve the issue or feel more knowledgable about the case at hand.
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Score 9 out of 10
Vetted Review
Verified User
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Support

6
I've reached out to their support organisation and in multiple scenarios I get confusing, contradictory responses from their team. I find this especially true after a release when I'm looking for guidance in navigating new features/workflows - they seem just as confused as me sometimes!
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John Applebaugh profile photo
Score 9 out of 10
Vetted Review
Verified User
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Support

9
Gainsight has helped us accomplish much of what we set out to do. The limitations we encounter now have a lot to do with how much we are pushing the product for our needs. I am happy with how responsive support has been to our tickets and helpful at answering details around expected behavior. Documentation is good but there are some places where more information would be helpful. Product development is actively involved in answering questions on the Community portal and training has helped fill in some gaps in best practices.
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Ben Michael profile photo
Score 9 out of 10
Vetted Review
Verified User
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Support

9
I always receive help and timely responses. However, I don't always feel that the context of my questions or issues is understood. I think the team could go from very good to excellent if they were able to bridge the gap between technical product knowledge and recommended/popular customer workflows more effectively.
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Feature Scorecard Summary

Role-based user permissions (150)
7.9
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)
8.6
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