Gainsight Reviews

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370 Ratings
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Score 8.4 out of 101

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Samantha Braastad profile photo
August 16, 2017

Gainsight Feedback

Score 9 out of 10
Vetted Review
Verified User
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Support

10
The support team and structure is amazing. They are always very detailed and provide a lot of context and follow-up on open issues. They are proactive when new features are released and they can see that you are struggling.
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Lou Jacob profile photo
Score 8 out of 10
Vetted Review
Verified User
Review Source

Support

7
Faster response times would be very helpful. It would also be good if the support team knew a bit more about our use case and could work with us in context of the problems we are trying to solve vs. only helping to troubleshoot on specific product issues.
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No photo available
Score 8 out of 10
Vetted Review
Verified User
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Support

10
Gainsight is always extremely quick to get back to us in response to any of our questions or issues. They also have great project managers who are incredibly helpful to work with, and always respond in a timely and thorough manner. With any support tickets submitted they always follow up to make sure the issue is fixed and will also give you updates while the ticket is open.
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Score 10 out of 10
Vetted Review
Verified User
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Support

9
Lots of emails and outreach from the broader team. I don't reach out to their customer support very often myself though. They have pretty great content/help articles though. Very thorough.
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Score 8 out of 10
Vetted Review
Verified User
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Support

7
Our previous CSM was very engaged & helpful - overall seems like there is some great support but not a ton of followup on the action items, and it can take awhile to get movement when there are issues that aren't deemed critical (e.g. sponsor tracking doesn't work).
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Score 8 out of 10
Vetted Review
Verified User
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Support

9
Gainsight has built out an incredible amount of resources along with their online community. If I ever run into a question, I always know that I have multiple sources I could use. From their support line to the online community, or the plethora of help articles and videos allow me to find the answer I need.
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Score 9 out of 10
Vetted Review
Verified User
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Support

7
The support team is quick to respond to requests, but more often than not, I feel like I know more about the product and Gainsight jargon than their reps do themselves. They are polite and courteous, definitely want to help, but not always the most knowledgeable.
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Feature Scorecard Summary

Role-based user permissions (150)
7.8
API (108)
8.1
Integration with Salesforce.com (188)
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 (156)
9.3
Sponsor tracking (148)
7.6
Customer profiles (179)
9.2
Automated workflow (193)
8.3
Internal collaboration (180)
8.1
Customer health scoring (193)
9.2
Customer segmentation (164)
9.0
Customer health trends (182)
9.0
Engagement analytics (161)
8.7
Revenue forecasting (100)
8.5
Dashboards (195)
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