So far, so good!
May 12, 2016
So far, so good!
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.
- Reporting!
- Customer service/onboarding.
- Data visualization.
- 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.
51 to 100 people