So far, so good!
May 12, 2016

So far, so good!

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

We are a little unique in our implementation of Gainsight as we use it predominately for customer marketing purposes, though we are considering expanding it to our CSM group in the future. In an effort to move beyond batch-and-blast email communications to encourage user adoption, we adopted Gainsight Copilot to help trigger behavioral onboarding campaigns based on product usage data.

Pros

  • Reporting!
  • Customer service/onboarding.
  • Data visualization.

Cons

  • Size of the company - they're still getting started, even though they're the market leader.
  • SOC-2 compliance - they're not completely certified yet (though they're working on it now).
  • We don't have great numbers to share yet, but Gainsight has helped us become more responsive to customer actions and needs. We're driving toward higher product adoption (active use), increased employee efficiency, and retention.
We also evaluated Totango and Intercomm before choosing Gainsight, as we had a marketing-first use case. While both of the other tools were great, we felt each required us to pay for key functionality we would never use (Intercomm's in-app functionality and Totango's one-to-few customer success platform). Gainsight allowed us to purchase Copilot in isolation.
In speaking with colleagues, Gainsight seems to succeed most in customer success groups, though we're finding great benefit in using it for adoption marketing too. I think their target market is expanding rapidly and I'm seeing more functional groups come together.

Gainsight CS Feature Ratings

Product usage
6
Help desk / support tickets
Not Rated
NPS surveys
Not Rated
Sponsor tracking
Not Rated
Customer profiles
Not Rated
Automated workflow
7
Internal collaboration
Not Rated
Customer health scoring
8
Customer segmentation
Not Rated
Customer health trends
9
Engagement analytics
9
Revenue forecasting
Not Rated
Dashboards
10
Not Rated
Role-based user permissions
Not Rated
API
Not Rated
Integration with Salesforce.com
9
Integration with Marketo
1
Integration with Eloqua
Not Rated

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