Go get Gainsight now!
Updated December 26, 2015
Go get Gainsight now!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Gainsight is used by the Client Success, Sales, Marketing, Product and Executive teams to monitor the health of our global client base. It helps us to see all interactions and information about each client: logins, support tickets, product adoption, etc.
- Great Customer Support
- Easy to Use UI
- Great Training Materials
- Simple to Understand Data
- Better renewal rates
- Increased upsells
- Better visibility into health
- Totango and BlueNose
Gainsight is far superior.
11 to 25 people
Gainsight CS Feature Ratings
Using Gainsight
35 - Users are from Global Client Success, Sales, Marketing, Product, Finance and the Executive Team.
3 - One person is our in-house Salesforce expert/admin; one is the head of our CSM team; and, the other is our Chief Customer Officer.
- Monitoring our Clients' usage of our UI.
- Tracking "Milestones" with our Clients.
- Using Health Scores / "Scorecards" to proactively communicate with Clients.
- Leveraging their survey tool for NPS Surveys.
- Using "Co-Pilot" to send our automated emails throughout the Client Lifecycle.
- We now run our "Code Red" meeting out of Gainsight.
Gainsight Implementation
- Implemented in-house
Gainsight Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
Yes - It was resolved after a very thorough back-and-forth triage.
We had an issue with sending out our NPS survey, which coincided with Salesforce's Winter Release and the Gainsight team was very helpful in resolving our issue and ultimately ensuring that our survey went out properly.