Gain INSIGHT into Gainsight
May 10, 2016

Gain INSIGHT into Gainsight

Rick Devoe | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

Gainsight is being used across the company but by a specific department. It's very useful to track customer health, and manage retention. We use it to keep momentum with our customer rapport as well. Overall it's a fantastic tool to maintain customer contacts and drive great customer relationships to fulfill ROI.

Pros

  • Customer health. Tracking whatever metric you define as a health score is extremely valuable.
  • Automated response and 1-to-many. When you have a hundred accounts, you need a hand!
  • Maintaining relationships. Awesome tool to know what contacts are interested in what items.

Cons

  • Persistent notes. There is no real way to automatically log scorecard notes, etc.
  • Access to contacts in Salesforce. Currently need to log into Salesforce directly to edit contacts that don't have roles assigned.
  • Already we have seen customers become referrals!
Gainsight is great for customer relationship management but less so for a support or sales perspective.

Gainsight CS Feature Ratings

Product usage
8
Help desk / support tickets
5
NPS surveys
9
Sponsor tracking
5
Customer profiles
7
Automated workflow
9
Internal collaboration
3
Customer health scoring
8
Customer segmentation
8
Customer health trends
7
Engagement analytics
7
Revenue forecasting
4
Dashboards
8
Role-based user permissions
5
Integration with Salesforce.com
8

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