Overall Satisfaction with Gainsight
Gainsight is being used primarily by the Customer Success Department, and is addressing our needs to scale and drive proactive behavior, thus helping us reduce churn and promote expansions.
- Reports are insightful and easy to digest
- Standardization across multiple global teams thus helping align the business
- Net promoter score (NPS) survey mechanism which helps shed light on customers' opinions and feedback
- Integration with Salesforce at the Field Level - it is not always easy to see/update Salesforce data from Gainsight
- Performance could be improved
11 to 25 people
Gainsight CS Feature Ratings
Using Gainsight
40 - Primarly Customer Success Managers including all levels of Management
SFDC Technical Administrators
Technical Support Engineer
Technical Support Engineer
- Managing Renewals
- Preventing Churn
- 1 to Many communications
- Managing Renewals
- Promoting Customer Changeb Requests based on Usage CTA
- Promoting Co-Pilot blasts based on CTA
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 - Some were, some weren't, however each company has the right to prioritize resolution time for bugs as they see fit.
Their support is most exceptional, I have to say that about most cases.
Using Gainsight
Pros | Cons |
---|---|
Like to use Technical support not required Consistent Quick to learn Convenient Familiar | Unnecessarily complex |
- Reviewing Customers
- Reviewing Repotrs
- Managing CTAs
- Updating SFDC data
- Creating Powerlists
Yes, but I don't use it