Go get Gainsight now!
Zach Boisi profile photo
Updated December 26, 2015

Go get Gainsight now!

Score 10 out of 10
Vetted Review
Verified User
Review Source

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
Gainsight is far superior.
Ask for access to their community and educational materials. They have such an incredible wealth of information related to customer success and their product.

Gainsight Feature Ratings

Product usage
10
Help desk / support tickets
10
NPS surveys
10
Sponsor tracking
10
Customer profiles
10
Automated workflow
10
Internal collaboration
10
Customer health scoring
10
Customer segmentation
10
Customer health trends
10
Engagement analytics
10
Dashboards
10
API
10
Integration with Salesforce.com
10
Integration with Marketo
10

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 is a critical component of our Client Success & Sales team's regular interaction with Clients.

Gainsight Implementation

Gainsight Support

The entire Gainsight team (support desk, CSM, etc.) is always available to resolve our support issues.
ProsCons
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.

Using Gainsight

It is very easy to use and the product team is constantly making enhancements.