NPS for Gainsight
September 25, 2015

NPS for Gainsight

Anonymous | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User

Software Version

Gainsight

Modules Used

  • Cockpit, Customer 360, Gainsight

Overall Satisfaction with Gainsight

We are using Gainsight to track next steps with customers, monitor the overall health of a book of business, and automate the processes. Gainsight is only rolled out to the Customer Success Department. It allows us to see a snap shot of health for each account and automate certain processes.

Pros

  • Health Scoring.
  • Nice dashboards.

Cons

  • The dates on CTAs are completely off and really hard to use.
  • When creating a CTA you should be able to apply a playbook at the same time, not in another step.
  • When creating reports in Reports 2.0, often the save function does not work well and the software is very buggy in general.
We had Totango in the past.
26 to 50 people
Gainsight is definitely a customer success tool, but there is still a lot that needs to be worked out.

Gainsight CS Feature Ratings

3.0
Product usage
3
Help desk / support tickets
Not Rated
5.4
NPS surveys
Not Rated
Sponsor tracking
Not Rated
Customer profiles
5
Automated workflow
5
Internal collaboration
5
Customer health scoring
6
Customer segmentation
6
5.8
Customer health trends
6
Engagement analytics
6
Revenue forecasting
5
Dashboards
6
Not Rated
Role-based user permissions
Not Rated
8.0
API
Not Rated
Integration with Salesforce.com
8
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

Comments

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