Item: Gainsight CS
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use Gainsight Customer Cloud in our Customer Success department. This helps us keep an eye on the health of our customers and the metrics that are important to their business. Gainsight Customer Cloud provides great visuals to quickly see at a glance what's going well and where improvement can be made. Ultimately, this helps drive the success of our customers and can help with growth and expansion as well.

Pros and Cons

A wide variety of data is available in one place
The data can be used to gain additional insight into our customer base
The metrics are accurate

The interface could be a bit more intuitive

Return on Investment

While the ROI is hard to calculate, we know this is helping us keep our customers happy.
We seem to have experienced an increase in renewals.
The user interface and information are intuitive and easy to read/understand.

Alternatives Considered

We have used other products to serve our customers, but none have been as feature-rich as what Gainsight can provide. My experience is with well-known software as well as some in-house solutions that I even participated in designing. Some things are worth subscribing to, and this is one of them. Gainsight Customer Cloud allows us all to focus on what we do best while doing our best to serve our customers.

Key Insights

Do you think Gainsight CS delivers good value for the price?

Yes

Are you happy with Gainsight CS's feature set?

Yes

Did Gainsight CS live up to sales and marketing promises?

Yes

Did implementation of Gainsight CS go as expected?

Yes

Would you buy Gainsight CS again?

Yes

Other Software Used

Tableau Server, Gainsight PX, Zendesk Support Suite

Usability

The interface is fairly intuitive but could use some work. There are a lot of available features to help us zero in on what is most important as it relates to performance and the predictability of problems or concerns. This helps us stay in front of any issues and sends the message that we truly value our customers and their success using our service.

Support Rating

I haven't needed to reach out to support much, the support docs are helpful. I think the fact that we don't have to reach out to support speaks for itself. This is another way we gain efficiencies that help free up our time to do what is most important... taking care of our business.

Likelihood to Recommend

Gainsight Customer Cloud is great for using data to understand your customer base and identify areas of improvement. Without this insight, we're serving our customers in a more reactive way instead of seeing possible risks to the business and addressing them [up front]. This not only helps us solve problems and retain customers, but it builds customer loyalty as well as it is clear that we are interested in positive outcomes and continual results.

Helpful for understanding customers and gauge their health

Modules Used

Overall Satisfaction with Gainsight Customer Cloud