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A great tool with amazing people
September 04, 2018

A great tool with amazing people

Jen Molitor | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

We currently leverage Gainsight within our customer success management teams. We are working with other internal teams and have leveraged specific functionality to help streamline their current processes, so indirectly they are benefiting from the tool as well. Gainsight has helped the CSM teams consistently track customer engagements and helps them prioritize their accounts.
  • Timeline - This is the BEST feature of Gainsight! There are multiple ways to allow your reps to track their engagements, all in a searchable fashion. This has been the ticket to increasing CSM adoption of the tool.
  • The people - Everyone I've engaged with at Gainsight has been outstanding! Everyone from sales to implementation to product to customer success has all been amazing!
  • Scorecard - Having a clear and consistent way to manage our customers' health has been beneficial throughout all levels of the organization.
  • Call to Actions - Setting up thresholds for when customers are at risk, and knowing why, has helped drive meaningful conversation with our customers.
  • The load times for many of the screens can be frustrating to end users. It's pulling real time reports so that is why the load times can be long, however CSMs get impatient quickly.
  • The survey tool is a bit clunky, although it's improved drastically over time.
The support team is wonderful! They are very responsive to questions and never just send you a link to a support article. They also have AMAZING documentation! They keep it current throughout all the iterations and changes and do a great job having content created before you know you need it. Did I mention that when needed, they take actual videos of the solution so you can mimic it in your environment? I've worked with many of the support team and have never been anything but impressed with each one of them.
This is an area we currently aren't leveraging Gainsight for, at least not well. Visibility into customer accounts is clearly critical for execs, but we have other SFDC reporting and dashboards set up that are leveraged today. We are in the process of creating an exec specific dashboard to track top accounts but are struggling to get them distributed. There is a strong legacy of SFDC reporting which makes execs using Gainsight for reporting challenging, as they don't use it for anything else - at least today. There is definitely a value prop. to have execs use Gainsight, but we're working through rep adoption first to have a more accurate system.
11 to 25 people
  • Task management - allows streamlined process to track and prioritize workload
  • Identifies at risk customers based on fact, not just 'gut' feel
Gainsight was already in house when I came into this role.
Today we simply pull information from SFDC. We also are beginning to use Tableau in the C360 to display data to our CSMs via the C360, but we aren't leveraging any other data sources.
Gainsight is an awesome tool for organizations looking to help prioritize engagements with customers based on their behavioral trend. If you are looking to drive a consistent customer experience and give your team the power of knowledge into the customer, it's a very powerful and user friendly tool. For our tiers that are more of a 1:many approach, Gainsight is less helpful as it is more of a transactional relationship.

Gainsight CS Feature Ratings

9.0
Product usage
8
Help desk / support tickets
10
8.7
NPS surveys
9
Sponsor tracking
7
Customer profiles
9
Automated workflow
9
Internal collaboration
9
Customer health scoring
9
Customer segmentation
9
9.0
Customer health trends
10
Engagement analytics
Not Rated
Revenue forecasting
Not Rated
Dashboards
8
10.0
Role-based user permissions
10
9.5
API
Not Rated
Integration with Salesforce.com
10
Integration with Marketo
9
Integration with Eloqua
Not Rated

Gainsight Support

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
No - I believe they have premium support, however we've had such an amazing experience with normal support we've never felt the need. They do an awesome job...everyone!