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Gainsight CS

Gainsight CS

Overview

What is Gainsight CS?

Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses…

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Recent Reviews
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 18 features
  • Integration with Salesforce.com (204)
    7.9
    79%
  • Automated workflow (208)
    7.8
    78%
  • Customer health scoring (210)
    6.9
    69%
  • Dashboards (212)
    6.7
    67%

Reviewer Pros & Cons

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Pricing

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Subscription

$2,500

Cloud
Per Company Per Month

Entry-level set up fee?

  • Setup fee required
For the latest information on pricing, visithttps://www.gainsight.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Features

Security

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

7.1
Avg 8.6

Platform & Infrastructure

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

7.7
Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

6.8
Avg 8.6

Customer Success Management

Customer Success Management

6.3
Avg 8.2

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.1
Avg 8.1
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Product Details

What is Gainsight CS?

Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses to put the customer at the center of everything they do. The vendor states that companies that use Gainsight grow net retention by up to 33 percent. Learn how leading companies like Okta, SAP Concur, and Box use Gainsight at www.gainsight.com.

Gainsight CS Features

Customer Data Extraction / Integration Features

  • Supported: Product usage
  • Supported: Help desk / support tickets
  • Supported: Online customer community
  • Supported: Billing
  • Supported: Marketing emails

Customer Success Management Features

  • Supported: NPS surveys
  • Supported: Sponsor tracking
  • Supported: Customer profiles
  • Supported: Automated workflow
  • Supported: Internal collaboration
  • Supported: Customer health scoring
  • Supported: Customer segmentation

CSM Reporting & Analytics Features

  • Supported: Customer health trends
  • Supported: Engagement analytics
  • Supported: Revenue forecasting
  • Supported: Dashboards
  • Supported: Customer lifetime value
  • Supported: Churn rate

Security Features

  • Supported: Role-based user permissions

Platform & Infrastructure Features

  • Supported: API
  • Supported: Integration with Salesforce.com
  • Supported: Integration with Marketo
  • Supported: Integration with Eloqua

Additional Features

  • Supported: 360 Customer View
  • Supported: Cockpit
  • Supported: Timeline
  • Supported: Success Plan
  • Supported: In-product best practices library of resources

Gainsight CS Screenshots

Screenshot of Get notified when your sponsor moves with our social media tracker - Sponsor TrackingScreenshot of Get more face time with your customers with 60 second videos - GsnapScreenshot of Automate Calls-to-Action on customer risks, opportunities and lifecycle events, better prioritize tasks with AI-driven priority scoring and follow a step-by-step playbook to deliver a consistent, best-in-class customer experience.Screenshot of Our collection of best practice-based solutions can be deployed within your Gainsight instance to help you move quickly and realize value fasterScreenshot of Design dynamic, multi-step customer journeys that blend human and digital touchpoints to deliver personalized engagement at scale. Analyze data at every step and adjust to each customer's behavior to more effectively deliver the outcomes your customers desire.Screenshot of Organize your team’s activities around your customer's key objectives. Collaborate directly with customer stakeholders to realize their desired outcomes and demonstrate how your efforts translate to results.Screenshot of Empower your team with a single source of truth for every customer. Consolidate data from multiple sources and design tailored 360 layouts for every stakeholder to see relevant data quickly and take action.Screenshot of A central location to automatically log correspondence, capture contextual information on person-to-person interactions, and easily understand a customer’s history.

Gainsight CS Integrations

Gainsight CS Competitors

Gainsight CS Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Security
whistic readyRead Gainsight's Security Report on Whistic Security Network™

Gainsight CS Downloadables

Frequently Asked Questions

Totango, ChurnZero, and Strikedeck (discontinued) are common alternatives for Gainsight CS.

Reviewers rate Product usage highest, with a score of 8.5.

The most common users of Gainsight CS are from Mid-sized Companies (51-1,000 employees).

Gainsight CS Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)10%
Mid-Size Companies (51-500 employees)60%
Enterprises (more than 500 employees)30%
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Comparisons

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Reviews and Ratings

(447)

Attribute Ratings

Reviews

(26-50 of 135)
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August 23, 2019

Gainsight made my job so much easier.

Verified User
Employee in Sales
Computer Software Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
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.
August 19, 2019

Gain efficiency with Gainsight

Verified User
Director in Customer Service
Computer Software Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
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.
August 16, 2019

Use your Brainsight, get Gainsight

Sacha Laskow | TrustRadius Reviewer
Sacha Laskow
Customer Success Manager at Absorb Software
Absorb Software (Computer Software, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
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.
August 15, 2019

Gainsight is Gold

Verified User
Analyst in Customer Service
Marketing and Advertising Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
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.
August 14, 2019

Gainsight & Salesforce go hand and hand!

Verified User
Manager in Customer Service
Computer Software Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
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!
May 17, 2019

Number 1 customer success platform!

Verified User
Manager in Customer Service
Computer Software Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
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.
May 16, 2019

Gainsight makes me feel like a valued customer always!

Verified User
Professional in Corporate
Civic & Social Organization Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
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!
May 14, 2019

The linchpin to an intimate and efficient CS organization

John Johnson | TrustRadius Reviewer
John Johnson
Manager, Customer Success - Enterprise
Flexera (Computer Software, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
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.
April 26, 2019

Take on the challenge, it is worth it.

Verified User
Administrator in Professional Services
Computer Software Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
8
I enjoy working with the support team because they never leave you wondering for too long. If there is a case that is taking longer than usual, they will let me know that they've escalated the issue and will return with results ASAP. I would love it if support enabled us further-- my learning curve for Gainsight was intense, and it would be amazing if support continued to push recommended reads and content to accelerate my knowledge even faster.
April 18, 2019

Looking to increase your performance and customer relationships? Gainsight is for you!

Verified User
Administrator in Information Technology
Management Consulting Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
Support from Gainsight is amazing during my time working with the platform, every time I have had the need for support there is always a Gainsight contact that would help me. Also, the service level response is super fast and always handles the problem without taking too much time explaining what is the issue (unless I request an explanation).
February 23, 2019

Gainsight: the best in class!

Verified User
Account Manager in Sales
Computer Software Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
Gainsight has world-class customer support. They have online chat that is the best tool for support and the team members are really responsive and extremely knowledgeable. They at times get on the call and do Webex to fix issues.
February 22, 2019

Great tool for account managers and client success managers

Verified User
Account Manager in Sales
Computer Software Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
9
Very knowledgeable staff that are quick to respond to questions and help to implement solutions. To be honest, I haven't had to reach out for support very often because the product is quite intuitive and the admins at the company handle most of the support requests. The experience I have had with support has been very positive and the solution was quickly implemented.
February 13, 2019

Gainsight helps us know when our customers need help before our customers know they need help

✔Robert Riegel | TrustRadius Reviewer
✔Robert Riegel
Operations Manager
WordStream (Computer Software, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
I love GS Support. I can always jump on and chat with somebody in a few minutes, and usually, my problem is solved on that chat. If it's not, they use the message thread to create a Case for me.
January 11, 2019

Optimize your CS business with Gainsight

Verified User
Executive in Customer Service
Computer Software Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
7
Sometimes difficult to get a response or to get to the right expert. CSMs seem stretched thin. When we have focused attention, we make rapid progress, but if we don't have formal meetings scheduled, progress tends to be slow.
January 10, 2019

Gainsight is a solid tool for everything customer success and beyond!

Verified User
Administrator in Customer Service
Computer Software Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
Incredible support at Gainsight. Gainsight is a pretty complex system as is, but I've always received great and timely support. We have had a lot of specific use cases that are unique to our company and between our CSM, help desk, and online support Gainsight has solved every issue.
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