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Gainsight is positioned to be an excellent cornerstone of growing company's Customer Success strategy.
September 30, 2015

Gainsight is positioned to be an excellent cornerstone of growing company's Customer Success strategy.

Lou Jacob | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

We currently implementing and using the product within the customer success organization. It is our intention to allow the sales organization to access certain aspects of Gainsight as well, however we are not ready for that yet. We are currently using the product to better align our activities with the information already contained in Salesforce, and we need a common repository for the tasks common to our roles so that we can easily track and report on progress. Additionally, we are using the product to track and automatically act on usage data of our SaaS products. This is key to our strategy so that we can scale to a larger number of customers and still ensure we are focusing on the right customers at the right time.
  • They are providing a fairly comprehensive and technical analysis tool, which is still accessible through Salesforce.
  • The system is highly configurable and lends itself well to the differences in our workflow vs. the workflow of others.
  • The system's rules engine is complex and allows for a very fine grained way of looking at, and acting upon, usage data.
  • Customer support response time is slow. We'd like to see a more responsive team that is more aligned and engaged with specific customers' needs.
  • Documentation is good, but it deviates from the actual product. We understand that it is difficult to keep these things aligned (Because the product changes quickly) but it is important to keep the documentation viable.
  • There are disparities in the UI between different modules of the system, and it is often slow to switch contexts between the modules. We'd like to see faster performance and more focus on usability of the UI.
  • We see an increase in efficiency now that the tool is up and running. We expect this to translate to better service and it will increase probability of renewals and expansions.
We did not use any other products. We did take a cursory look at other competing products but did not see anything that appeared to be aligned with our objectives and vision.
1 to 5 people
We think that as an "out of the box" solution this would be a challenging implementation. It is important for a new customer to understand that there IS prerequisite knowledge of Salesforce involved, AND having a fairly technical team member involved in the implementation (whether or not there is a data integration involved) is important.

Gainsight CS Feature Ratings

6.5
Product usage
7
Help desk / support tickets
6
7.3
NPS surveys
7
Sponsor tracking
8
Customer profiles
7
Automated workflow
8
Internal collaboration
7
Customer health scoring
7
Customer segmentation
7
8.0
Customer health trends
8
Engagement analytics
8
Revenue forecasting
Not Rated
Dashboards
8
8.0
Role-based user permissions
8
8.0
API
Not Rated
Integration with Salesforce.com
8
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

Gainsight Support

Faster response times would be very helpful. It would also be good if the support team knew a bit more about our use case and could work with us in context of the problems we are trying to solve vs. only helping to troubleshoot on specific product issues.
ProsCons
Knowledgeable team
Problems get solved
Kept well informed
Support understands my problem
Support cares about my success
Difficult to get immediate help
Slow Initial Response
Yes - For the most part, yes.