A lot of benefit with Gainsight and we've just scratched the surface
May 11, 2016

A lot of benefit with Gainsight and we've just scratched the surface

Graham Smith | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

Gainsight is being used by our account management team. We utilize the tool to better understand the overall health of our customers and also when to connect with customers - which isn't something we always know when to do. The insight we get from Gainsight gives us a good reason to reach out and not just to 'check in'. It also proactively notifies us of utilization increases and decreases, through its CTAs. All in all, Gainsight has been extremely valuable for our team and I'm excited to see how we can continue to maximize the tool.

Pros

  • Notification of Sponsor changes. This informs us if our champion has changed roles or left the organization.
  • Utiization increases and decreases - both great reasons to connect and to continue to have a pulse for our customers' usage.
  • Provides one place to include details regarding a customer's health score.

Cons

  • Adoption has been a challenge for our team. I think there is a perceived challenge with implementing the tool and incorporating into our daily use.
  • Increased communication with customers.
Gainsight is very well suited for our account management group.

Gainsight CS Feature Ratings

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

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